Title Page

  • Conducted on

  • Manager on Duty

  • 1st Turn Down Room

  • 2nd Turn Down Room

  • MoD room No

Main Entrance

  • All lighting is functioning

  • Security post is always clean & tidy. No plastic is visible

  • Security guard is on duty, well groomed & attentive

  • No vehicle is blocking main entrance

  • All security equipment is functioning

Arrival Lobby

  • All lighting is functioning

  • Flooring is clean & in good condition

  • Front desk area is tidy and organized

  • All furniture is right positioned & free of dust

  • Flower/water plant is fresh & the vase/planter is clean

  • Toilet is in good condition with complete amenities. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors.

  • Luggage room is clean & in good condition

  • No ongoing construction that obstruct a guest’s inspection

  • All buggy and car is clean & in good condition

  • All pond is functioning, clean & in good condition.

  • Security guard is on duty & well groomed

BOH – Executive Office

  • Inspect cleanliness of executive office, pantry, bottling plant, training room & clinic

  • All lighting is functioning and turned off (after operation hour)

  • All AC is functioning and turned off (after operation hour)

  • All computer is turned off

  • Toilet is clean & in good condition. Free of odors

BOH – Basement 1

  • Inspect cleanliness of basement 1

  • All lighting is functioning and turned off (after operation hour)

  • All AC is functioning and turned off (after operation hour)

  • All computer is turned off

  • All equipment is stored and cleaned properly

  • Toilet and locker area are clean & in good condition. Free of odors

  • Inspect fire exit. Ensure no blockage

BOH – Basement 2

  • Inspect cleanliness of basement 2

  • All lighting is functioning

  • All computer is turned off

  • All equipment is stored and cleaned properly

  • Toilet/praying room is clean & in good condition. Free of odors

  • Inspect fire exit. Ensure no blockage

Kids Lounge

  • Inspect cleanliness and tidiness of all area

  • All lighting is functioning and turned off

  • All furniture is right positioned & free of dust

  • Glass door is clean and locked

Public Area – Central Spine

  • All lighting is functioning

  • Inspect overall cleanliness of area

  • Landscape is in good condition

  • All signage is in good condition

  • Trash can is clean & in good condition

Public Area – Cliff Lobby

  • All lighting is functioning

  • Flooring is clean & in good condition

  • Inspect overall cleanliness of area

  • All furniture is right positioned & free of dust

  • Front desk area is tidy and organized

  • No ongoing construction that obstruct a guest’s inspection

Public Area – Spa/Gym/Yoga Pavillion

  • All lighting is functioning

  • Flooring is clean & in good condition

  • Inspect overall cleanliness and function of area – spa reception, treatment room, nail room, wellness screening room, male/female locker room, yoga pavilion, gym, Jacuzzi, steam & sauna, BOH

  • All furniture is right positioned & free of dust

  • Front desk area is tidy and organized, free of dust

  • All pond is clean and functioning

  • No ongoing construction that obstruct a guest’s inspection

Public Area – Gallery & Library Bar

  • All lighting is functioning

  • All signage is in good condition

  • Flooring is clean & in good condition

  • All item and furniture is right positioned & free of dust

  • Glass door & window are clean & free of dust

  • Entrance door is locked securely before and after inspection

  • Ice cream counter is clean & in good condition

Public Area – Crudo

  • All lighting is functioning

  • All signage is in good condition

  • Flooring is clean & in good condition

  • All furniture is right positioned & free of dust

  • Glass door & window are clean & free of dust

  • Inspect cleanliness of outlet, kitchen and bar area (both indoor and outdoor). Free of odors

  • Crudo correct furniture setup; comfortable temperature

  • Inspect fire exit. Ensure no blockage

Public Area – Rocka (including Bar at Rocka & Rocka Edge)

  • All lighting is functioning

  • All signage is in good condition

  • Flooring is clean & in good condition

  • All furniture is right positioned & free of dust

  • Glass door & window are clean & free of dust

  • Inspect cleanliness of outlet, kitchen and bar area (both indoor and outdoor). Free of odors

  • Rocka correct furniture setup; comfortable temperature

  • Toilet is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors

  • Inspect fire exit. Ensure no blockage

Public Area – Aarunya Ballroom

  • All lighting is functioning

  • All signage is in good condition

  • Flooring is clean & in good condition

  • All furniture is right positioned & free of dust

  • Inspect cleanliness of outlet and kitchen area. Free of odors (both indoor and outdoor)

  • Toilet is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors

  • Landscape is in good condition

  • Inspect fire exit. Ensure no blockage

Public Area – Cliff Bar

  • All lighting is functioning

  • All signage is in good condition

  • Flooring/deck is clean & in good condition

  • All furniture is right positioned & free of dust

  • Inspect cleanliness of outlet, kitchen and bar area. Free of odors

  • Toilet/changing room is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors

  • Landscape is in good condition

  • Inspect fire exit. Ensure no blockage

Public Area – Swimming Pool & Cinema Paradiso

  • All lighting is functioning

  • Flooring/deck is clean & in good condition

  • All furniture is right positioned & free of dust

  • Towel and sun lounger are clean & in good condition

  • Toilet/changing room is in good condition. Check cleanliness of ceiling, floor, sink counter, basin, soap & hand towel. Free of odors.

  • Landscape is in good condition

  • No ongoing construction that obstruct a guest’s inspection

1st Turndown Room

  • All bed is neat and tidy

  • The guest room smells fresh and clean, free of odors

  • Item in the coffee/tea cabinet is replenished. Bottled water, drinking glass and slippers placed next to the bed

  • Guest shoes placed tidily

  • All trash can is emptied, clean & in good condition

  • There are no marks/torn/dirt’s on the sheets or pillows

  • The curtains and blind are drawn

  • There is no stains or hair in the wash basin, shower cubicle or bathtub

  • No sewage smell inside the room and bathroom

  • Personal toiletries are neatly organized

  • Bathroom tidied and towels replaced. Bath mat is set up on the floor as per standard

  • There are no finger print on the mirror

  • TV is positioned towards the bed

  • Pillow is positioned flat on the bed. All decorative cushion pillow is moved to stool bed

  • Mosquito coil is lighted inside the “frog” – outside the balcony/deck. Mosquito net is drawn (the backside) or as per guest’s preference

  • Six Senses turndown card is placed on the bedside table

  • Turndown light setting is turned on

  • Window behind headboard is closed

  • If the room is on “Do Not Disturb”, a Vetiver note tag will be left asking the guest to contact Housekeeping when they require service

2nd Turndown Room

  • All bed is neat and tidy

  • The guest room smells fresh and clean, free of odors

  • Item in the coffee/tea cabinet is replenished. Bottled water, drinking glass and slippers placed next to the bed

  • Guest shoes placed tidily

  • All trash can is emptied, clean & in good condition

  • There are no marks/torn/dirt’s on the sheets or pillows

  • No sewage smell inside the room and bathroom

  • The curtains and blind are drawn

  • There is no stains or hair in the wash basin, shower cubicle or bathtub

  • Personal toiletries are neatly organized

  • Bathroom tidied and towels replaced. Bath mat is set up on the floor as per standard

  • There are no finger print on the mirror

  • TV is positioned towards the bed

  • Pillow is positioned flat on the bed. All decorative cushion pillow is moved to stool bed

  • Mosquito coil is lighted inside the “frog” – outside the balcony/deck. Mosquito net is drawn (the backside) or as per guest’s preference

  • Six Senses turndown card is placed on the bedside table

  • Turndown light setting is turned on

  • Window behind headboard is closed

  • If the room is on “Do Not Disturb”, a Vetiver note tag will be left asking the guest to contact Housekeeping when they require service

MOD Room Inspection Check List

  • Entrance door is clean and functioning

  • Room number signage and lighting are clean and functioning

  • DND signage and door-bell are functioning

  • Landscape is in good condition

  • Small temple inside the villa is clean & set up properly

  • Electric door lock and Lutron system are functioning

  • AC/fan is clean and functioning.<br>Standard set at 24 C and low fan setting<br>

  • All lighting and light switch/Lutron control switch is functioning

  • Pool is clean and functioning

  • Flooring/wooden deck is clean and in good condition

  • Two umbrellas and one umbrella rack are set up as per standard

  • All furniture (outdoor and indoor) is clean and in good condition, also positioned correctly

  • All rug is clean, well vacuumed, not slippery

  • All room amenity is set up as per standard

  • Smoke Detector / Fire sprinkle is clean and functioning

  • Inspect defect on the wall, ceiling, door, floor, wooden deck

  • All glass door and mirror is clean, no finger print and dust

  • Curtain stick / Curtain rail / Curtain is clean and in good condition, functioning properly

  • Wooden blind stick / wooden blind is clean and in good condition, functioning properly

BEDROOM

  • All bed is neat and tidy

  • Headboard is positioned securely and free of dust

  • There are no marks/torn/dirt on the sheets, pillows or mosquito net

  • AC/fan/thermostat unit is clean and functioning.<br>Standard set at 24 C and low fan setting<br>

  • Reading light, desk lamp, bulbs, shades are clean and functioning

  • Telephone on bedside table is clean and functioning

  • Stationery/notepad/tissue box/sustainability card/remote control/speaker/compendium/menu on bedside table/working desk is set up as per standard

  • Flooring is clean and in good condition

  • All rug is clean, well vacuumed, not slippery

  • TV/TV cabinet/remote control is clean and functioning

  • Minibar cabinet/fridge is set up as per standard. No expired products.

  • Machine/coffee maker/kettle is clean and functioning

  • Curtain stick / Curtain rail / Curtain is clean and in good condition, functioning properly

  • Wooden blind stick / wooden blind is clean and in good condition, functioning properly

  • Flower is fresh & the vase is clean (excluding 1-BR Villa and Sky Suites)

BATHROOM

  • Flooring is clean and in good condition

  • No sewage smell inside the room and bathroom

  • Wardrobe area is clean and set up as per standard (3 types of hanger, Laundry Bag and List (1), Beach Bag (1), Bathrobe (size M and L), Safety Deposit Box with Jewelry Box inside (1), Fire Extinguisher (1)<br><br>Lighting is functioning and cable is not visible <br>

  • Indoor and outdoor shower/toilet/bathtub/vanity area:<br><br>1. Inspect overall cleanliness – free of dust, no stain, spider web, etc<br>2. All tile is clean, no stain<br>3. Cold and hot water are functioning<br>4. All drainage is clean, free of odors, no hair inside<br>5. Glass door, sliding door, towel hook, vanity mirror, shower head, faucet, toilet seat and automatic control unit are clean and functioning<br>6. Landscape is in good condition<br>

  • Vanity: Hand Soap Bar (1), Body Lotion (1), Aloe Vera Gel (1), Insect Repellent (1), Water bottle (2), Tissue Box Ceramic (1), Hairdryer (1), Slippers (2), Hand Towel (4), Bath Towel (2), Face Towel (4)<br><br>Standard position: Face towel (2 right, 2 left on top of vanity); Hand towel (under vanity), bath towel (2 in the middle of hand towel, under vanity); Slippers under vanity table<br><br>Indoor Shower: Bath Gel (1), Shampoo (1), Conditioner (1), Bath Mat (1)<br><br>Outdoor Shower: Bath Gel (1), Shampoo (1), Conditioner (1)<br><br>Bathtub Area: Shower Cap (2), Comb (2), Tooth Brush (2), Vanity Kit (1), Razor (1), Sewing Kit (1), Nail File (1), Candle (1), Bamboo Soap Loofah (1), Bath Salt (1), Matches (1), Bath Mat (1), Pool Towel/Bath Sheet (2), Yoga Bag and Mat (1), Little Ibu Doll (1)<br><br>Toilet: Tissue Roll (2), Sanitary Bag (2)

  • Curtain stick / Curtain rail / Curtain is clean and in good condition, functioning properly

  • Chromium in bathroom well-polished in good condition

  • All trash can is emptied and in good condition

  • Bathtub – surface, wooden rack, drain, shower head is clean and functioning

  • Additional Comments

LQA

LQA: In-Villa Dining

  • Was the telephone answered within 3 rings or 10 seconds with appropriate greeting?

  • If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?

  • Was the background free of any noise or disturbances (i.e.makes the conversation difficult to hear or causes a distraction)?

  • Was the employee able to answer any questions with regard to the menu and its ingredients?

  • Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

  • Did the employee accommodate any reasonable off menu requests?

  • If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completion of the main course?

  • Did the employee ascertain the number of people dining?

  • Did the employee repeat the order either during or at the end of the call?

  • Did the employee advise delivery time?

  • In the case of digital orders (e.g. iPad, via television, etc.) was the facility easy to use and was the correct order delivered on time?

  • Did the order taker suggest a starter and/or side order that was appropriate to the order?

  • Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?

  • Did the order taker suggest dessert with the meal?

  • Was the order served in the standard time? (Breakfast order card - 5 minutes of requested time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40 minutes for urban/resort).

  • If an estimated delivery time was given, was the order served within 5 minutes of the stated time?

  • Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?

  • If a newspaper was on the door did the employee bring it in with the tray?

  • Did the employee ask where the guest would like the tray/trolley to be placed?

  • Did the employee secure the table leaf and set the table?

  • Did the employee position the chairs accordingly?

  • Did the employee make every effort to ensure the guest was comfortable?

  • Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?

  • Did the employee confirm the order and was it correct and complete?

  • Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

  • Was the bill clearly itemized and correct and was it promptly presented and collected?

  • Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

  • If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels and 15 minutes for resort hotels?

  • Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

  • Was the employee’s speech clear and use of English adequate to be fully understood?

  • Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  • Did the employee use the guest's name naturally and discreetly without overusing it?

  • Did the employee display a high level of confidence when carrying out his/her duties?

  • Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  • Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  • Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  • Did an employee personalize the interaction in any way and engage the guest as an individual?

  • Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  • Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  • Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  • Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  • Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

  • If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  • Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  • Was the food fresh and of good flavor?

  • Was the texture of the food appropriate?

  • Was the food cooked as requested and served at the correct temperature?

  • Were portions of acceptable/generous size?

  • Were at least two fresh juices available?

  • Were breads/bakery items of excellent quality?

  • Was the room service tray/trolley clean and in good repair?

  • Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  • Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  • Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

  • Were salt and pepper cruets available and if so were they clean and full?

  • Was a fresh floral/table decoration present?

  • Was all paper/foil wrapping removed before entering the room?

  • Were the appropriate condiments/sauces served with the meal and were they decanted into the appropriate dishes or in miniature form?

  • Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

  • In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

LQA: Restaurant

Reservation

  • Was the telephone answered within 3 rings or 10 seconds with appropriate greeting?

  • Did the employee obtain the guest's name and use the caller's name at least once during the conversation?

  • Did the employee obtain the number of people dining, the dining time and the telephone/room number?

  • Did the employee repeat and confirm the details?

  • Did the employee enquire if the reservation was for a special occasion and if the caller had any special requirements?

  • Did the call end with the employee offering a warm and sincere closing?

Arrival / Seating

  • Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?

  • If the guest was kept waiting did the employee acknowledge this and apologize for the delay?

  • Did the employee seat the guest within 1 minute of their arrival at a fully laid table or if the restaurant was full, communicate how long it would be and then provide the table within 5 minutes of this timeframe or earlier?

  • Did the employee offer seating assistance and remove covers if necessary?

  • Did the employee present the menu/wine list?

  • Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light)?

  • In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions?

  • In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?

Service

  • Did an employee greet the guest within 2 minutes of seating?

  • Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?

  • Was a pre-meal drink offered?

  • Did the waiter automatically suggest mineral water and ascertain the guest's preference (i.e. still/sparkling)?

  • Was the food and beverage order taken within 10 minutes of menu being offered?

  • Was the waiter able to answer any questions with regard to the menu and its ingredients?

  • Did the employee accommodate any reasonable off menu requests?

  • Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

  • Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?

  • Were bread/rolls served if applicable to the type of cuisine?

  • Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?

  • Was the correct drinks order served within 5 minutes of order?

  • Were drinks served and cleared using a tray?

  • Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times?

  • Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?

  • Were all plated items served with as little disruption to the guest as possible?

  • Was the correct order served to each guest without any prompting required?

  • Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

  • Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?

  • Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

  • Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant?

  • Did the waiter automatically offer desserts, either verbally or by presenting the menu?

  • Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?

  • Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?

  • Was the coffee/tea served within 5 minutes of order?

  • Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

  • In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?

  • Did an employee visit the table to ascertain at any point if service was satisfactory?

  • Was the bill clearly itemized and correct and was it promptly presented and collected?

  • Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Wine/Beverage Service

  • Did the waiter present the wine to the guest and open the bottle at the table?

  • Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly?

  • Was red wine served at room/appropriate temperature and white/rosé wine chilled?

  • Did the waiter top up the glass as required?

  • Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)?

  • Did the waiter offer an additional beverage within 2 minutes of drink being empty?

  • Employee – Behavioral Standards

  • Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

  • Was the employee’s speech clear and use of English adequate to be fully understood?

  • Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  • Did the employee use the guest's name naturally and discreetly without overusing it?

  • Did the employee display a high level of confidence when carrying out his/her duties?

  • Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  • Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  • Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  • Did an employee personalize the interaction in any way and engage the guest as an individual?

  • Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  • Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  • Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  • Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Menu and Food

  • Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

  • If special dietary requirements were provided at any point during stay, were they automatically acknowledged?

  • Was the food presented in an appealing manner and did it directly resemble its description from the menu?

  • Was the food fresh and of good flavor?

  • Was the texture of the food appropriate?

  • Was the food cooked as requested and served at the correct temperature?

  • Were portions of acceptable/generous size?

  • Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

Table Layout / Restaurant

  • Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

  • Were all tables in the restaurant consistently laid up and promptly cleared when guests depart (i.e. within 10 minutes)?

  • Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

  • Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

  • Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?

LQA: Spa Treatment

Reservation

  • Was the guest greeted or acknowledged within 30 seconds upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting?

  • Did the employee clarify the exact treatment required (i.e. type, duration)?

  • Did the employee confirm therapist gender at the time of booking and was this adhered to?

  • If asked, was the reception employee knowledgeable about the treatments and spa facilities?

  • Did the employee obtain the guest's name and room/contact number and repeat details of the booking?

  • Was a confirmation subsequently received and did it include spa etiquette and cancellation policy?

  • Did the employee advise the guest to arrive early to use the amenities prior to their treatment, where applicable?

Arrival

  • When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)?

  • Was there a designated receptionist present upon arrival?

  • Did the employee confirm the guest's appointment details (i.e. type and length of treatment)?

  • For first time visitors did the employee escort the guest to the changing rooms and explain the layout and facilities?

  • Were appropriate size bathrobes and slippers provided and were they clean and in good condition?

  • During the arrival process was the guest made aware of how he/she should be attired for the selected treatment?

  • Did the employee advise the guest of the sequence of events (i.e. where to go once changed)?

  • In the case of a first time guest, did the employee present a health form?

Treatment

  • Was the service provider available as per the booking time and if not was an apology offered?

  • Did the service provider greet the guest and introduce herself/himself?

  • Did the service provider reconfirm the type of treatment booked?

  • Did the service provider review and discreetly confirm medical conditions or areas that require attention prior to the treatment? <br><br>

  • Was the guest given a choice of oil/scent to be used during the treatment, where appropriate?

  • Was privacy given during disrobing and the treatment?

  • Was there evidence of proper sanitation procedures taking place prior to the treatment (i.e. service provider either seen washing their hands or verbally advising guest that they have done so)?

  • Did the service provider ensure that the guest was comfortable and that the room temperature was acceptable before commencing with the treatment?

  • With a massage was a bolster or rolled towel placed under the guest's ankles while on his/her front and under the knees while on his/her back, or the treatment bench adjusted if applicable?

  • Was an eye pad/face towel offered when guest turned on to their back(n/a for facials)?

  • Was the guest appropriately covered with towels or sheets?

  • In the case of a massage did the service provider confirm that the pressure was comfortable for the guest?

  • Was the treatment free of any interruptions and outside noise?

  • Did the service provider ask the guest if they wanted music played and if this was agreed, was it played at an appropriate level?

  • Did the treatment begin and end on time and last for the full duration?

  • Upon completion of the treatment, did the service provider ascertain the guest's satisfaction?

  • Was a choice of beverage offered upon completion of the treatment or available in the relaxation room?

  • Was the guest escorted back to the lounge, changing/locker room or reception area and thanked?

  • Did the treatment received reflect what was advertised?

  • Was the treatment room clean and well presented with all of the linen/towels clean and in excellent condition?

  • Was the bill clearly itemized and correct and was it promptly presented and collected?

  • Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Employee – Behavioral Standards

  • Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

  • Was the employee’s speech clear and use of English adequate to be fully understood?

  • Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  • Did the employee use the guest's name naturally and discreetly without overusing it?

  • Did the employee display a high level of confidence when carrying out his/her duties?

  • Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  • Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  • Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  • Did an employee personalize the interaction in any way and engage the guest as an individual?

  • Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  • Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  • Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  • Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Authorization

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The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.