Title Page

  • Site conducted

  • Conducted on

  • Prepared by

  • Department

ROOM STATISTIC

  • Occupancy %

  • Room Sold

  • ARR

Notting Hill Cafe

  • Total Revenue

Skyhill Dining and Bar

  • Total Revenue

WELCOME EXPERIENCE

  • Associate are present and clearly visible on arrival at hotel main<br>entrance "LOBBY"(at least during business hours)

  • Associate greets & says "Welcome to "Golden Hill Batu"

  • Associate directs/escort guest to check-in area

  • Associate are well groomed, uniforms are clean, in good condition

CHECK IN

  • Associate immediately visually or verbally acknowledged the guest

  • Associate welcomes guest to the hotel with a greeting

  • Associate are well groomed, uniforms are clean, in good condition

  • Associate greets & says "Welcome to "Golden Hill Batu"

  • Associate smiles at the beginning and throughout the service

  • Associate obtains guest(s) name(s) and then addresses<br>him/her/them accordingly for the remainder of the service

  • Associate requests guest passport / ID (if required by law)

  • Associate confirms bed size or room preference (such as location)<br>(if preference was stated at reservation, Associate refers to this)

  • Associate advises of the package's attributes included with roomrate

  • Associate informs guest about hotel services and where breakfast served

  • Associate informs guest of luggage whereabouts / offers luggage assistance

  • Overall check in experience

  • What could have made more personalized check-in experiences

  • ROOM INSPECTIONS (Min.3 Room)
  • Room Number

  • Date & Time of Inspection

  • Key open the door easily

  • All the lights switches working

  • Air conditioning vents clean, dust free, no noise and working properly

  • All TV channels working and picture clear

  • Remote TV is working properly

  • Floor, railing, chair and table at balcony area clean

  • All amenities in the room properly set up

  • Kettle Jug and cool bar are working properly

  • Iron board and Iron are working properly

  • Torch and emergency light are working properly

  • Is there a picture of an evacuation plan?

  • the scales are working properly

  • Call "0" is the Emergency phone pickup promptly by CSR (withinthree rings)

  • Floor, wall , ceiling, and bathroom clean and in good repair

F & B VENUE DINING EXPERIENCE DAY

  • Venue of Dining

  • Dining Time

  • Meal Period

  • Handle by

  • Associate is present when guest arrives

  • Associate greets guest at entrance immediately / within acceptable time based on business with a smile and good eye contact<br>

  • Associate offers choice of seating

  • Associate directs guest to table promptly / advises of waiting period<br>

  • Associate offers food menu in a timely manner after seating

  • Associate helpful & knowledgeable about menu / buffet. Able to make recommendation if requested

  • Associate offers to take food order within 10 minutes of providing menu

  • Associate follows proper service etiquette (children and women first, all courses served at same time...)<br>

  • Associate offers drink refill in good time (if applicable)

  • Soiled dishes cleared after completion of course

  • Associate presents bill in clean folder & with hotel pen (in good condition)

  • Overall dining experience

  • Associate are well groomed, uniforms are clean, in good condition

PUBLIC AREA - WALK THROUGH REPORT

  • Lobby

  • Luggage room

  • Restroom (M / F) - Reception

  • Notting Hill Cafe

  • Restroom (M / F) - Notting Hill Cafe

  • Skyhill Dining and Bar

  • Restroom (M / F) - Skyhill Dining and Bar

  • Swimming pool

  • Gym

  • Mushala

  • Kensington 1

  • Kensington 2

  • Kensington Ballroom

  • Restroom (M / F) - Ballroom

  • Manchester Room

BOH - WALK THROUGH REPORT

  • Server Room

  • Front Office, Reservation, Sales & Marketing, Executive Office

  • Lift Landing Service Area (Check any floor)

  • Laundry

  • Male Locker

  • Female Locker

  • Associate Dining Room Condition

  • Housekeeping Store

  • HR Office, Engineering Office

  • Finance Office

  • Kitchen office, Main Kitchen & Pastry

  • Store F&B Service

  • F&B Service Office

  • General Store

  • Purchasing & Receiving Office

  • Security Office

  • CCTV working properly

  • Associate main entrance

  • Loading Dock Area

  • Garbage room

  • Driver room

PARKING AREA

  • Basement

  • Hotel entrance

  • RUKO

  • PUSVETMA

  • GUEST ENGAGEMENT
  • Speak at least with 2 guest and ask their experience

  • Name

  • Room

  • Comments

  • Random Grooming Standard Audit
  • 2 staff mix from Front of the house and Back of the House

  • Name

  • Departement

  • Product knowledge

  • Hair

  • Uniform

  • Shoes

  • Name Tag

  • Nail

  • Lipstic

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