MHR Brand Standards Audit (BSA) 2023

• Property Name (Site of Audit)

  Select

• BSA Champion (Name and Position)

  Sign

• Conducted on

  Date

• Document Number (e.g. MHR_SHM_BSA_001 or CROSSMHR_SHM_BSA_001)

• Hotel has a property specific vanity URL

  Yes

  No

  N/A

Hotel Description - Standard property location information

• Mentions specific township and USP highlights

  Yes

  No

  N/A

• Indicates city district

  Yes

  No

  N/A

• Contact details includes telephone number and property email address

  Yes

  No

  N/A

Hotel Booking Page

• Website booking engine is efficient:

  Yes

  No

  N/A

• Selection of Currency is present

  Yes

  No

  N/A

• Selection of language is present having English and Chinese as the minimum.

  Yes

  No

  N/A

• Check-In and Check-Out dates can be easily selected.

  Yes

  No

  N/A

• There is a legend that displays: Check-in and Check-Out Date, Available Dates, and Not Available Dates

  Yes

  No

  N/A

• Room types available

  Yes

  No

  N/A

• Per room type selected, descriptions should be included with room size, amenities, and maximum capacity.

  Yes

  No

  N/A

• Per room type selected, available rates are displayed

  Yes

  No

  N/A

• Promotions per room type are displayed and has Rate Descriptions and Inclusions aligned with the existing room promotions of the hotel.

  Yes

  No

  N/A

• Guest information available asking for the Guests’ salutation, full name, birthdate, nationality, email address, contact number, and estimated arrival

  Yes

  No

  N/A

• Special Request section should be available

  Yes

  No

  N/A

• Charges summary must be displayed with its breakdown

  Yes

  No

  N/A

• Minimum payment methods available:<br>1.) Card<br>2.) GCash<br>3.) Maya

  Yes

  No

  N/A

Hotel Photos

• Hotel Rooms: Photos are high resolution without any signs of blurriness

  Yes

  No

  N/A

• Hotel Rooms: Pictures show the actual room<br><br>a. Includes size of room

  Yes

  No

  N/A

• Hotel Rooms: Pictures show the actual room<br><br>b. Specific bed type

  Yes

  No

  N/A

• Hotel Rooms: Pictures show the actual room<br><br>c. Include list of basic amenities (e.g. coffee and teas, etc.)

  Yes

  No

  N/A

• Hotel Rooms: Pictures show the actual room<br><br>c. Availability of PWD rooms as additional information in the page

  Yes

  No

  N/A

F&B Outlets

• Photos are high resolution without any signs of blurriness

  Yes

  No

  N/A

• Pictures show actual F&B outlet setup

  Yes

  No

  N/A

• Pictures show actual food and beverages

  Yes

  No

  N/A

• Menus are updated with the right information and prices

  Yes

  No

  N/A

• MHR Signatures Dishes present

  Yes

  No

  N/A

• Sampaguita Menu present

  Yes

  No

  N/A

Events

• Photos are high resolution without any signs of blurriness (e.g. socials and IBM table, etc.)

  Yes

  No

  N/A

• Properly named and identified

  Yes

  No

  N/A

• Has complete contact details (Email and Contact Number)

  Yes

  No

  N/A

Facilities

• Photos are high resolution without any signs of blurriness

  Yes

  No

  N/A

• Showcases all facilities like gym, sauna, steam room, pool, playroom, kiddie room, etc.

  Yes

  No

  N/A

• Properly named and identified

  Yes

  No

  N/A

Club Access

• Provides generic program description

  Yes

  No

  N/A

• Provides updated offers

  Yes

  No

  N/A

Promotions and Partnerships

• Provides information on its seasonal promotions

  Yes

  No

  N/A

• Provides information on its partnerships

  Yes

  No

  N/A

• Provides up-to-date promotions and partnerships

  Yes

  No

  N/A

• Sustainability: Provides information on hotel’s sustainability policy

  Yes

  No

  N/A

• Property has Facebook and Instagram accounts

  Yes

  No

  N/A

• Facebook and Instagram: Contains official website link, contact details and address

  Yes

  No

  N/A

• Facebook and Instagram: Contains official website link, contact details and address

  Yes

  No

  N/A

• Facebook and Instagram: Query response time is within 120 minutes

  Yes

  No

  N/A

• Facebook and Instagram: Up-to-date information of promotions and events

  Yes

  No

  N/A

• Facebook and Instagram: Sustainability content

  Yes

  No

  N/A

• Facebook and Instagram: Green Team posted

  Yes

  No

  N/A

• MHR Brand Feature - All associates greet guest with the “Mabuhay Gesture” using the spiel and actions.<br><br>Ex:<br><br>Welcome Spiel (1st Contact with the guest):<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to _____ (property name)!”<br>

  Yes

  No

  N/A

Security

• Security associates are well-groomed in proper, with nameplate, Sampaguita pin, and in clean and spotless uniform

  Yes

  No

  N/A

• Security associates present a professional yet friendly and welcoming demeanor

  Yes

  No

  N/A

• Security associates greet guests with smile, “Mabuhay Gesture”, and with minimum standards as per below:<br>Ex:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to (Property Name)! Sir/Ma’am, may I ask permission to perform a security check on your belongings?”<br>

  Yes

  No

  N/A

Lobby Area

• All associates present in the lobby is well-groomed in proper, with nameplate, Sampaguita pin and in clean and spotless uniform

  Yes

  No

  N/A

• All associates present in the lobby acknowledges guests in a friendly and welcoming manner with immediate eye contact

  Yes

  No

  N/A

Communication Skills

• All associates (Guest Facing) respond positively when speaking with co-associates and guests

  Yes

  No

  N/A

• All associates (Guest Facing) listen attentively to the guest

  Yes

  No

  N/A

• All associates (Guest Facing) warmly accommodate guest requests and offers viable alternatives when request cannot be accommodated

  Yes

  No

  N/A

• All associates (Guest Facing) is able to engage the guest in non-business chat in a professional and friendly manner at the appropriate time

  Yes

  No

  N/A

Basic Hotel Services are handled efficiently by hotel associates

• General area information

  Yes

  No

  N/A

• Outlets information

  Yes

  No

  N/A

• Nearby mall or convenience store

  Yes

  No

  N/A

• Available transportations

  Yes

  No

  N/A

Additional Service

• Crib (minimum of 3) is available and complimentary

  Yes

  No

  N/A

• Confirmation Letter is received at least 12 hours prior to hotel official check-in time

  Yes

  No

  N/A

• Front Office Associate is well-groomed in proper, with nameplate, Sampaguita pin and in clean and spotless uniform

  Yes

  No

  N/A

• Front Office Associate acknowledges any guests in queue using the “Mabuhay Gesture”, “Salamat Po Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Sir/Ma’am I will be with you shortly, Salamat Po!”<br>

  Yes

  No

  N/A

• Front Office Associate smiles and greets the guest in a warm and friendly using the “Mabuhay Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to ___ (property name)! How may I help you?”<br>

  Yes

  No

  N/A

• Front Office Associate addressed the guest by name after initial inquiry using the “Mabuhay Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mr./Ms. Dela Cruz (Guest Name), give me a second to pull-up your reservation details.”<br>

  Yes

  No

  N/A

Front Office Associate confirmed the details of the guest’s stay:

• Room Type

  Yes

  No

  N/A

• Departure date

  Yes

  No

  N/A

• Rate (if allowed) and inclusions

  Yes

  No

  N/A

• Guests’ requests and preferences, if any. If not available, present viable options.

  Yes

  No

  N/A

• Associate establishes mode of payment

  Yes

  No

  N/A

• Associate thanks the guest for the mode of payment

  Yes

  No

  N/A

Sustainability: Educate guests regarding the property’s sustainability efforts that they can support and be part of:

• Saving Water, Energy, and Cleaning Agents: Linen and Towel Reuse Programs

  Yes

  No

  N/A

• Eliminating Plastic Bottles: Reusable Water containers/pitchers inside guest rooms and water dispensers available in the hotel (if applicable; Currently applicable to TLH, SHB, and BHB)

  Yes

  No

  N/A

• Sustainability: Bamboo keycards

  Yes

  No

  N/A

• Sustainability: Number of bamboo keycards depends on the number of occupants declared for each room (2 keycards is the maximum)<br><br>If accommodation is good for 1 person: 1 Bamboo keycard<br><br>If accommodation is good for 2 persons: 2 Bamboo keycards<br>

  Yes

  No

  N/A

• Front Office Associate do not announce guest room number and gives accurate directions to the guest on how to find their rooms, using proper open-palm gesture

  Yes

  No

  N/A

• Front Office Associate thanks and wishes the guest a pleasant stay, introduces himself/herself to the guest, and offers future assistance, using the "Salamat Gesture" and the minimum standard spiel:<br><br>Ex:<br><br>“Mr./Ms. Dela Cruz (Guest Name), please enjoy your stay with us. I am John (Associate Name), should you need any assistance, kindly give us a call and Salamat Po!”<br>

  Yes

  No

  N/A

• Check-in process must be within 8 minutes

  Yes

  No

  N/A

Luggage Assistance

• Concierge/Bellman is well-groomed in proper, with nameplate, Sampaguita pin and in clean and spotless uniform

  Yes

  No

  N/A

• Concierge/Bellman provides an explanation of the hotel amenities, room features, and its key access panel

  Yes

  No

  N/A

• Concierge/Bellman smiles and greets the guest in a warm and friendly tone the “Mabuhay Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to (Property Name)! May I assist you with your belongings?”<br>

  Yes

  No

  N/A

Hotel Driveway and Lobby

• Hotel Driveway has proper directional signages to guide guests

  Yes

  No

  N/A

• Driveway is clean, free from trash, debris, standing water and other obstructions

  Yes

  No

  N/A

• Lobby Doors are clean, well-polished and working properly

  Yes

  No

  N/A

• Security Desk, Valet Counter area is neat and organized

  Yes

  No

  N/A

• Concierge Bell Carts are clean and well-polished, flat beds are free from trash, debris and dirt

  Yes

  No

  N/A

• Main lobby area is clean, free from trash, debris, and well maintained

  Yes

  No

  N/A

• Main lobby has the Sampaguita signature scent (citrus, simple, crisp, and clean)

  Yes

  No

  N/A

Main lobby music is appropriate using instrumentals or jazz

• Slow and instrumental Filipino songs and ballad played from 06:30 – 09:30 H

  Yes

  No

  N/A

• Upbeat songs and ballad played from 16:00 – 18:00 H

  Yes

  No

  N/A

Lobby Digital Signage is available

• Plays official brand video

  Yes

  No

  N/A

• Displays ongoing events (if there is any)

  Yes

  No

  N/A

• Displays ongoing promotions

  Yes

  No

  N/A

Front Desk and Lobby

• All Furnishings are in good condition, clean, stable and well-maintained

  Yes

  No

  N/A

• Front Desk Counter, Pods, Panels and other areas without visible damages

  Yes

  No

  N/A

• Signage is in good condition with no visible spots, marks, damage and defects

  Yes

  No

  N/A

• Carpet seams are intact with no tears and gaps (if applicable)

  Yes

  No

  N/A

• Ceiling is in good condition, without water damage and cobwebs, vents free from rust, dust and molds

  Yes

  No

  N/A

• Doors and door frames are in good condition, handles and locksets working properly

  Yes

  No

  N/A

• Light fixtures are in good condition, all bulbs working, no fused bulbs

  Yes

  No

  N/A

• Marble flooring is in good condition, without excessive cracks, clean and polished

  Yes

  No

  N/A

• Mirrors are in good condition, with no visible oxidation and cracks or chips

  Yes

  No

  N/A

• Plants and other green ornaments are well maintained, look fresh and free from dust

  Yes

  No

  N/A

• Skirting boards, baseboards or molding are in good condition, clean and polished

  Yes

  No

  N/A

• Walls are in good condition, clean. If with wall paper, proper termination, no peeling & tears, no air pockets/ bubbles

  Yes

  No

  N/A

• All Windows and glass panels are in good condition with no cracks, chips or heavy scratches

  Yes

  No

  N/A

• Sustainability: Guest Room not pre-cooled if not requested

  Yes

  No

  N/A

Guest Room Entrance

• Main door frames are well maintained with no loose hinges or defective parts

  Yes

  No

  N/A

• Main door closes softly

  Yes

  No

  N/A

• Main door thumb turn are in good working condition and can be maneuvered without difficulty

  Yes

  No

  N/A

• Main door thumb turn has a double lock feature

  Yes

  No

  N/A

• Main door stoppers are clean, working, and in good condition

  Yes

  No

  N/A

• Main door panels is clean, no scratches and dents, and in good condition

  Yes

  No

  N/A

• Main door lockset is clean, working, and in good condition

  Yes

  No

  N/A

• Guest room Number signage in good condition

  Yes

  No

  N/A

• Guest room doorbell is clean, working, and in good condition

  Yes

  No

  N/A

• Guest room odor is fresh and no foul smell

  Yes

  No

  N/A

• View port/hole in good condition

  Yes

  No

  N/A

• Transition strips in good condition

  Yes

  No

  N/A

Guest Room Foyer

• Foyer floors are clean and with no debris

  Yes

  No

  N/A

• Foyer lights are working and uniform in brightness and color

  Yes

  No

  N/A

• Guest room card power switch is working and no key card inserted if room now requested to be pre-cooled

  Yes

  No

  N/A

• Light Switches are clean, working, and in good condition

  Yes

  No

  N/A

• Sustainability: Energy saving measure note with hotel’s, Megaworld Hotels and Resorts, and “MEGreen” logos placed near the room key card power switch.<br><br>Ex:<br><br>Please take out the keycard when leaving the room. This will help us conserve energy for the planet.<br>

  Yes

  No

  N/A

Guest Room Closet

• Hangers are in good condition with no cracks, chips, and splits

  Yes

  No

  N/A

• Minimum type of hangers are available:<br>1. Hangers with clips (3)<br>2. Hangers without clips (3)<br>

  Yes

  No

  N/A

• Sustainability: Waste reduction measure note with hotel’s, Megaworld Hotels and Resorts, and “MEGReen” logos placed in the closet:<br><br>Ex:<br><br>To help us reduce the waste for the Planet, please dial “0 or Housekeeping” to request the amenities below:<br><br>1.) Slippers<br>2.) Vanity Kit<br>3.) Shaving Kit<br>4.) Toilet Paper<br>5.) Laundry Bag (If laundry services will be availed)<br>

  Yes

  No

  N/A

• Laundry Form with prices is available

  Yes

  No

  N/A

• Electronic in-room safe is present, clean, in good working condition, and can accommodate a minimum size 13” laptop

  Yes

  No

  N/A

• Iron and ironing board are clean and in good condition (if applicable)

  Yes

  No

  N/A

• Guest room closet is free from cobwebs, dust, debris, and lint

  Yes

  No

  N/A

• Guest room closet door is clean, working, and in good condition (if applicable)

  Yes

  No

  N/A

• Guest room closet lights are working and with the same illumination (if applicable)

  Yes

  No

  N/A

• Bathrobes are present (2 pieces maximum)

  Yes

  No

  N/A

• Bathrobe are clean, and well-maintained with no holes, tears, rips , loose threads and spots or marks

  Yes

  No

  N/A

• Luggage racks in good condition with no visible tarnish and loose parts

  Yes

  No

  N/A

• Closet and curtain rods clean with no marks, dust & handprints

  Yes

  No

  N/A

Bedroom

• Bedding and mattress meet standard as per size description part of the room description

  Yes

  No

  N/A

Standard Pillow Count

• Four (4) Pillows and Two (2) Decorative Pillows for Queen/King-sized

  Yes

  No

  N/A

• Two (2) Pillows and One (1) Decorative Pillow for each Double or Single-sized

  Yes

  No

  N/A

• All pillows are properly placed/set-up on the bed

  Yes

  No

  N/A

• Feather and Foam pillows are available

  Yes

  No

  N/A

• Pillows are clean and no signs of bed bugs

  Yes

  No

  N/A

• Pillows cases are properly pressed with no evident wrinkles

  Yes

  No

  N/A

• Duvet cover is present, clean, and properly pressed

  Yes

  No

  N/A

• Down Duvet insert/comforter is present, clean, and no signs of bed bugs

  Yes

  No

  N/A

• Mattress Topper is present

  Yes

  No

  N/A

• One (1) flat sheet over mattress topper or and one flat top sheet

  Yes

  No

  N/A

• Bed linen thread count is minimum of 300

  Yes

  No

  N/A

• Bedside tables are clean, free from heavy stains, marks, hand prints, dirt & dust

  Yes

  No

  N/A

• Bedside table has facial tissue is available

  Yes

  No

  N/A

• Drawers are aligned, opens & closes easily

  Yes

  No

  N/A

• Drawers are clean, free from debris, dirt and dust

  Yes

  No

  N/A

• Bedroom light fixtures are clean, working, and uniform in brightness and color

  Yes

  No

  N/A

• Carpet is clean and free from spots, stains, marks, dirt, dust, and lint

  Yes

  No

  N/A

• Area under the bed is clean and free from debris, dust balls, dirt and dust

  Yes

  No

  N/A

• Guest Room furniture is clean and in good condition with no heavy stains, marks, spots or damage

  Yes

  No

  N/A

• Sustainability: Saving Water, Energy, and Cleaning Agents: Linen reuse program signage with hotel’s, Megaworld Hotels and Resorts, and “MEGreen” logos

  Yes

  No

  N/A

Bathroom - Upkeep

• Bathroom door frames are well maintained with no loose hinges or defective parts

  Yes

  No

  N/A

• Bathroom door closes softly

  Yes

  No

  N/A

• Bathroom door thumb turn are in good working condition and can be maneuvered without difficulty

  Yes

  No

  N/A

• Bathroom door thumb turn has a double lock feature

  Yes

  No

  N/A

• Bathroom door stoppers are clean, working, and in good condition

  Yes

  No

  N/A

• Bathroom door panels is clean, no scratches and dents, and in good condition

  Yes

  No

  N/A

• Bathroom door lockset is clean, working, and in good condition

  Yes

  No

  N/A

• Bath/vanity walls, door, floor, and ceiling are in good condition with no mold & mildew

  Yes

  No

  N/A

• All sealant clean and properly applied

  Yes

  No

  N/A

• Bathroom has fresh smell and no foul odor

  Yes

  No

  N/A

• Bathroom lights are clean, working, and in good condition

  Yes

  No

  N/A

• Bathroom vent is clean and in good condition

  Yes

  No

  N/A

• Bathroom exhaust is working

  Yes

  No

  N/A

• Trash/Rubbish bins are clean and with plastic liners

  Yes

  No

  N/A

• Towel holder, rack, ring, shelf is clean, properly attached with no missing or loose parts

  Yes

  No

  N/A

• Telephone is present, clean and in working condition

  Yes

  No

  N/A

• Robe hook is in good condition and clean

  Yes

  No

  N/A

• Towel bar/rack/hooks clean and in good condition, not loose or unhinged

  Yes

  No

  N/A

• All electric ports are for universal plugs (two or three prong, round or flat plug)

  Yes

  No

  N/A

• Sustainability: Saving Water and Energy: Towel reuse program signage with hotel’s, Megaworld Hotels and Resorts, and “MEGreen” logos

  Yes

  No

  N/A

Bathroom - Toilet

• Toilet paper on holder present and is the appropriate size

  Yes

  No

  N/A

• Trash/Rubbish bins is present, clean and in good condition with the proper lining

  Yes

  No

  N/A

• Toilet bowl is clean and hygienic

  Yes

  No

  N/A

• Toilet seat is clean with no visible marks, soil or tarnish

  Yes

  No

  N/A

• Toilet seat is properly attached, with no loose parts

  Yes

  No

  N/A

• Toilet seat cover is soft close

  Yes

  No

  N/A

• Flushing mechanism is well-maintained, well-polished and in working condition

  Yes

  No

  N/A

• Flushing mechanism has no leaks or defects

  Yes

  No

  N/A

• Bidets are well-maintained, with no leaks, rust or watermarks

  Yes

  No

  N/A

Bathroom - Shower and Tub

• Bathtub/Walls, shower/tub floor and toilet are clean, free from stains, debris, and in good condition

  Yes

  No

  N/A

• Shower and Bath tub fixtures such as faucet and shower head are clean, free from watermarks, mildew, debris, clogs, and mold

  Yes

  No

  N/A

• Stall is without cobwebs, molds, limescale and mildew

  Yes

  No

  N/A

• Rubber stops and strips are effective and clean without mold, mildew, soap scum, and heavy stains

  Yes

  No

  N/A

• Drain panels without hair and other dirt

  Yes

  No

  N/A

• Shower/Bath tub drains properly with no water build up

  Yes

  No

  N/A

• Shower/Bath tub door/curtain/enclosure closes properly

  Yes

  No

  N/A

• Shower/Bath tub door/curtain/enclosure is clean and in good condition

  Yes

  No

  N/A

• Bath Tub drain holds water (if applicable)

  Yes

  No

  N/A

• Bath Tub drain stopper in good condition (if applicable)

  Yes

  No

  N/A

• Bath Tube has handlebars (if applicable)

  Yes

  No

  N/A

Bathroom - Sink/Vanity Counter

• Sink/vanity is clean, well-polished, and free from watermarks

  Yes

  No

  N/A

• Sink/vanity shows no visible cracks, tarnish or damages

  Yes

  No

  N/A

• Sink/vanity area is free from hair, lint, dust & debris

  Yes

  No

  N/A

• Mirrors are clean with no visible handprints, watermarks, splatter marks, dust, mold and mildew

  Yes

  No

  N/A

• Sink drain/stopper/pop-up holds water when engaged

  Yes

  No

  N/A

• Faucet in good condition, clearly marked with Hot and Cold indicators

  Yes

  No

  N/A

• Faucet is free from leaks or drips

  Yes

  No

  N/A

• Faucet fixture has no loose or missing parts

  Yes

  No

  N/A

• Faucet’s chrome free from watermarks, mildew, molds, rust and heavy tarnish

  Yes

  No

  N/A

• Soap dish is clean and the appropriate size

  Yes

  No

  N/A

• Vanity Mirror is present

  Yes

  No

  N/A

• Two (2) Dental Glasses are available clean and in good condition

  Yes

  No

  N/A

• Dental Glasses are clean and in good condition

  Yes

  No

  N/A

• Handheld dryer is available

  Yes

  No

  N/A

• Handled dryer is clean and in good condition

  Yes

  No

  N/A

Bath Linen

• All bath towels have the property logo

  Yes

  No

  N/A

• Minimum of Two (2) Bath Towels (number of items depend on the number of declared occupants)

  Yes

  No

  N/A

• Minimum of Two (2) Hand Towels (number of items depend on the number of declared occupants)

  Yes

  No

  N/A

• Minimum of Two (2) Face Towels (number of items depend on the number of declared occupants)

  Yes

  No

  N/A

• One (1) Bath Mat

  Yes

  No

  N/A

• All linen is well-maintained, clean with no stains, holes, tears, rips, loose threads and spots or marks

  Yes

  No

  N/A

• All linen has fresh odor with no heavy scent and foul smell

  Yes

  No

  N/A

Bathroom - Amenities

• Amenities packaging includes hotel logo and/or name

  Yes

  No

  N/A

• Lotion, bath gel, shampoo, and conditioner present in a refillable container

  Yes

  No

  N/A

• Bath soap present

  Yes

  No

  N/A

• Toothcare set is available (Minimum of 2 ; number of items depend on the number of declared occupants)

  Yes

  No

  N/A

• Packaging is properly sealed and unsoiled

  Yes

  No

  N/A

Guest Room Mini Bar

• Sustainability: Two (2) bottled water available upon arrival (if property doesn’t have reusable water containers/pitchers)

  Yes

  No

  N/A

• Sustainability: One (1) reusable water container/pitcher (if applicable)

  Yes

  No

  N/A

• Sustainability: Waste/Plastic reduction measure note with hotel’s, Megaworld Hotels and Resorts, and “MEGReen” logos.<br><br>For those properties with plastic water bottles:<br><br>Ex: <br><br>To help us reduce waste for the planet, please consume the complimentary water, segregate, and recycle responsibly<br><br>For those properties with reusable water container/pitcher:<br><br>Ex:<br><br>We have now eliminated plastic water bottles inside our guest rooms to save the planet. We would like to invite you in the nearest water dispenser on your floor to refill the reusable container that we have provided. <br>

  Yes

  No

  N/A

• Two (2) Coffee Packs

  Yes

  No

  N/A

• Two (2) Tea Packs

  Yes

  No

  N/A

• Two (2) White Sugar

  Yes

  No

  N/A

• Two (2) Brown Sugar

  Yes

  No

  N/A

• Two (2) Sugar Substitute

  Yes

  No

  N/A

• Two (2) Creamer

  Yes

  No

  N/A

• Coffee cups with teaspoon/wooden stirrer present

  Yes

  No

  N/A

• Coasters/Glass covers are clean and in good condition

  Yes

  No

  N/A

• Coffee cups are clean and in good condition with no chips, breaks, stains, and watermarks

  Yes

  No

  N/A

• Beverage glasses are clean and in good condition with no chips, breaks, stains, and watermarks

  Yes

  No

  N/A

• Amenity Tray is clean and in good condition with no stains, watermarks and dirt

  Yes

  No

  N/A

• Percolator is clean and in good condition with no food debris, stains, marks and water spots

  Yes

  No

  N/A

• Mini bar/refrigerator is present, clean, working, and in good condition

  Yes

  No

  N/A

Guest Room Work Space

• Work Desk is clean and in good condition

  Yes

  No

  N/A

• Telephone is clean, working, and in good condition

  Yes

  No

  N/A

• Telephone Face plate with hotel logo, address, trunkline present and clearly visible

  Yes

  No

  N/A

• Telephone Face plate with guest Message indicator light present

  Yes

  No

  N/A

• Telephone cord is neatly bound

  Yes

  No

  N/A

• Desk lamp is clean, working, and in good cond

  Yes

  No

  N/A

• Memo pad and pen/pencil are available and in good condition

  Yes

  No

  N/A

• Memo pad and pen/pencil with the property’s logo

  Yes

  No

  N/A

• Call charges are present

  Yes

  No

  N/A

• Work desk chair is clean and in good condition

  Yes

  No

  N/A

• Trash/Rubbish bins are clean and in good condition

  Yes

  No

  N/A

• Trash/Rubbish with segregation features: Recyclables and Regular Waste

  Yes

  No

  N/A

Guest Services Directory (GSD)

• Guest Service Directory (GSD) can be accessed through using the QR Code available inside the room

  Yes

  No

  N/A

• GSD displays the minimum standard information in QR Codes:<br>1.) In-Room Dining Menu<br>2.) Safety Guidelines<br>3.) Promotions<br>4.) Compendium (about the property)<br>

  Yes

  No

  N/A

• GSD contents are updated

  Yes

  No

  N/A

• GSD QR Codes are working

  Yes

  No

  N/A

Guest In-Room Entertainment

• TV is clean, working, and in good condition

  Yes

  No

  N/A

• TV cords are neatly bounded

  Yes

  No

  N/A

• TV remote controller is complete, in good working condition and clean

  Yes

  No

  N/A

• All local channels available

  Yes

  No

  N/A

• Minimum five (5) news channels

  Yes

  No

  N/A

• Minimum five (5) Movie channels available

  Yes

  No

  N/A

• Hotel channel available

  Yes

  No

  N/A

• High-Speed Internet Access is available and easy to access

  Yes

  No

  N/A

• Internet access is stable and does not disconnect

  Yes

  No

  N/A

Guest Airconditioning

• Individual controlled AC is available

  Yes

  No

  N/A

• AC temperature set to 22*C

  Yes

  No

  N/A

• AC Control panel provides adequate choices for temperature control and preferences

  Yes

  No

  N/A

• AC Control system is easy to understand and maneuver

  Yes

  No

  N/A

• Sustainability: Energy saving measure note with hotel’s logo, Megaworld Hotels and Resorts, and “MEGreen” logo.<br><br>Ex:<br><br>To help us save energy for the PLANET, please set your room temperature between 22 – 24 * C and turn off if not needed.<br>

  Yes

  No

  N/A

• AC vent unit is in good condition

  Yes

  No

  N/A

• Control cover in good condition and clean

  Yes

  No

  N/A

• Controls are properly marked and functional

  Yes

  No

  N/A

• AC Unit is free from leaks or drips

  Yes

  No

  N/A

• AC unit is in good condition, free from mildew/mold

  Yes

  No

  N/A

Guest Room - Safety

• Fire Exit is present and shows correct information

  Yes

  No

  N/A

• Fire Exit plan uses photoluminescent paper

  Yes

  No

  N/A

• Fire Exit plan displays the current floor

  Yes

  No

  N/A

• Fire Exit plan displays reminder of “Do not use elevators in case of fire emergency” displayed

  Yes

  No

  N/A

• Fire Exit plan displays map legend

  Yes

  No

  N/A

• Map legend with "You Are Here"

  Yes

  No

  N/A

• Map legend with Primary Exit

  Yes

  No

  N/A

• Map Legend with Secondary Exit

  Yes

  No

  N/A

• Map Legend with Fire Hose Cabinet

  Yes

  No

  N/A

• Sprinkler is present

  Yes

  No

  N/A

• Smoke Detector is present

  Yes

  No

  N/A

• Emergency light/Torch/Flash light is present

  Yes

  No

  N/A

Overall Room Condition

• Room Walls, door, floor, and ceiling are clean

  Yes

  No

  N/A

• Guest Room free from leaks, drip, and cracks

  Yes

  No

  N/A

• Transition strips in good condition

  Yes

  No

  N/A

• Guest Room odor is fresh and no foul smell

  Yes

  No

  N/A

• Window treatments, windows, sliding glass doors, and other glass surfaces are clean and free from handprints, marks and visible heavy scratches, and well-polished

  Yes

  No

  N/A

• Window Curtains are aligned, clean and well-maintained with no marks, cigarette burns, holes and visible defects and easy to open close

  Yes

  No

  N/A

• Room ceiling is free from cobwebs, dust, water marks and lint

  Yes

  No

  N/A

• Room ceiling is free from food or beverage spills

  Yes

  No

  N/A

• All closet and curtain rods clean with no marks, dust & handprints

  Yes

  No

  N/A

• All mirrors, artwork and décor items are clean, secured and leveled

  Yes

  No

  N/A

• All room décor in good condition, well-maintained with no visible spots, marks, tarnish or tears

  Yes

  No

  N/A

• All electrical outlets are in good working condition

  Yes

  No

  N/A

• All outlets accommodate universal plugs (two & three-prong, round and flat)

  Yes

  No

  N/A

• Skirting boards/baseboards/molding clean

  Yes

  No

  N/A

• Lanai/Balcony/Patio exterior doors/frames clean (if applicable)

  Yes

  No

  N/A

• Lanai/Balcony/Patio interior doors/frames clean (if applicable)

  Yes

  No

  N/A

• Lanai/Balcony/Patio ground clean, free from dirt, debris, dust and pests (if applicable)

  Yes

  No

  N/A

• Telephone Call is answered within three (3) rings

  Yes

  No

  N/A

• Housekeeping Telephone Operator greets the guest with a warm and friendly tone, using the minimum standard spiel:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Thank you for calling Housekeeping this is John (Name of Housekeeping Telephone Operator), how may I assist you?”<br>

  Yes

  No

  N/A

• Housekeeping Telephone Operator listen attentively to the guest request

  Yes

  No

  N/A

• Housekeeping Telephone Operator warmly accommodate guest requests and offers viable alternatives when request cannot be accommodated

  Yes

  No

  N/A

• Housekeeping Telephone Operator is knowledgeable about Hotel F&B opening & closing hours

  Yes

  No

  N/A

• Housekeeping Telephone Operator is knowledgeable about Swimming Pool and Gym Hours

  Yes

  No

  N/A

• Housekeeping Telephone Operator is knowledgeable about nearest Convenience Store

  Yes

  No

  N/A

• Housekeeping Telephone Operator is knowledgeable about nearest ATM or Bank

  Yes

  No

  N/A

• Housekeeping Telephone Operator confirms guest request

  Yes

  No

  N/A

• Housekeeping Telephone Operator assures delivery of item within 10 minutes

  Yes

  No

  N/A

• Housekeeping Telephone Operator offers additional assistance and bids the guest goodbye in a warm & friendly manner using the “Salamat Po! Gesture” with the minimum standard spiel:<br><br>“Mr./Ms Dela Cruz (Guest Name), should you need any further assistance just let us know and Salamat Po!”<br>

  Yes

  No

  N/A

• Items requested delivered within the given approximate preparation time

  Yes

  No

  N/A

• Housekeeping Runner announces arrival using guest room doorbell/by knocking with the minimum standard spiel”<br><br>“Housekeeping”<br><br>If guest room is placed “Do Not Disturb (DND)”, Housekeeping Runner should ask Housekeeping Telephone Operator to give the guest a call that their request has arrived.<br>

  Yes

  No

  N/A

• Housekeeping Runner is properly groomed, with nameplate, Sampaguita pin, and in clean and well-pressed uniform

  Yes

  No

  N/A

• Housekeeping Runner acknowledges guest with immediate eye contact and presents a friendly demeanor

  Yes

  No

  N/A

• Housekeeping Runner smiles while greeting the guest in a warm and friendly tone, introduces himself/herself, and addressing the guest’s name while using the “Mabuhay Gesture” with the minimum standard spiel:<br><br>“Mabuhay Mr./Ms. Dela Cruz! Magandang Umaga (Good Morning)! I am John (Name of Housekeeping Runner) and I am here to deliver your request.”<br>

  Yes

  No

  N/A

• Item is delivered on a local wooden tray

  Yes

  No

  N/A

• Housekeeping Runner offers additional assistance, and wishes guests a pleasant stay using the “Salamat Po! Gesture” with the minimum standard spiel: <br><br>“Mr./Ms. Dela Cruz, should you need any further assistance just let us know but for now, please enjoy your stay. Salamat Po!”<br>

  Yes

  No

  N/A

• Room Attendant announces arrival using guest room doorbell/by knocking with the minimum standard spiel”<br><br>“Housekeeping”<br><br>If guest room is placed “Do Not Disturb (DND)”, IRD Server should ask Housekeeping Telephone Operator to give the guest a call that their request has arrived.<br>

  Yes

  No

  N/A

• Room Attendant is properly groomed, with nameplate, Sampaguita pin, and in clean and well-pressed uniform

  Yes

  No

  N/A

• Room Attendant acknowledges guest with immediate eye contact and presents a friendly demeanor

  Yes

  No

  N/A

• Room Attendant smiles while greeting the guest in a warm and friendly tone, introduces himself/herself, and addressing the guest’s name while using the “Mabuhay Gesture” with the minimum standard spiel:<br><br>“Mabuhay Mr./Ms. Dela Cruz! Magandang Umaga (Good Morning)! I am John (Name of Room Attendant) and I am here to clean your room.”<br>

  Yes

  No

  N/A

• Housekeeping cart is neat and organized

  Yes

  No

  N/A

• All coffee & tea making amenities are replenished properly

  Yes

  No

  N/A

• All towels and linens replaced based on sustainability measures and guest request

  Yes

  No

  N/A

• All trash bins emptied and plastic liners replaced

  Yes

  No

  N/A

Guest Lift Landing

• Directional signage to Guest Lifts is present

  Yes

  No

  N/A

• Telephone is present and in good working condition

  Yes

  No

  N/A

• Guest lift landing is clean with no visible dirt, dust, and debris

  Yes

  No

  N/A

• All ornaments and decors are well maintained and clean

  Yes

  No

  N/A

• Sustainability: Sustainability policy displayed at the lobby’s guest lift landings

  Yes

  No

  N/A

Guest Lift Car

• Elevators are clean & well-maintained without cobwebs, debris, dust, dirt or lint

  Yes

  No

  N/A

• Elevator flooring clean and dry without gum, food or beverage spills

  Yes

  No

  N/A

• Elevator Directory is present and shows minimum information:<br>1.) Hotel Lobby<br>2.) F&B Outlets<br>3.) Amenities<br>4.) Parking<br>

  Yes

  No

  N/A

• Elevator with up-to-date promotions posted

  Yes

  No

  N/A

Public Areas meet standards

• Directional signage clear and professionally printed

  Yes

  No

  N/A

• Public Area has a comfortable temperature

  Yes

  No

  N/A

• Aircon vents clean, free from dust or dirt

  Yes

  No

  N/A

• Lobby exhaust working

  Yes

  No

  N/A

• Light fixtures are in good working condition and clean

  Yes

  No

  N/A

• Light bulbs and LED strips are free from black marks or rings

  Yes

  No

  N/A

• Ceilings and ceiling access panels are clean, free from finger marks, dirt, leak or drip marks

  Yes

  No

  N/A

• Doors and doorways clean, free from excessive scratches, fingerprints or scuff marks

  Yes

  No

  N/A

• All mirrors and glass panels clean without heavy scratches, oxidation, handprints, marks or spots

  Yes

  No

  N/A

• All marble flooring, panels, stands and structures are well polished and clean with no excessive cracks

  Yes

  No

  N/A

• Walls clean and free from debris, dirt, dust, hand prints and mark

  Yes

  No

  N/A

Public Restrooms meet standards

• Separate Restroom for Male & Female are present

  Yes

  No

  N/A

• PWD and LGBTQ restroom are present

  Yes

  No

  N/A

• Directional signage to Public Restrooms is present

  Yes

  No

  N/A

• Sustainability: Water saving measures note with hotel’s, Megaworld Hotels and Resorts, and “MEGreen” logos.<br><br>Ex:<br><br>Every Drop Counts. To help us save water for the PLANET, please turn off the faucet when not in use.<br>

  Yes

  No

  N/A

• AC temperature set to 22*C

  Yes

  No

  N/A

Public Restrooms - Upkeep

• Public Restrooms presents an over-all clean appearance

  Yes

  No

  N/A

• Public Restrooms have the Sampaguita signature scent (citrus, simple, crisp, and clean)

  Yes

  No

  N/A

• Public Restrooms free from insects and cobwebs

  Yes

  No

  N/A

• Public Restrooms has neutral odor and smells fresh

  Yes

  No

  N/A

• Light fixtures are in good working condition

  Yes

  No

  N/A

• All light bulbs working, no fused bulbs

  Yes

  No

  N/A

• All mirrors and glass panels are clean and dry with no heavy scratches, hand print of marks, spots or tarnish

  Yes

  No

  N/A

• Floors clean and dry, free from debris, dirt, dust and lint

  Yes

  No

  N/A

• Exhaust ventilation in good condition and well maintained, with no excessive noise

  Yes

  No

  N/A

• Exterior and interior of toilets clean

  Yes

  No

  N/A

• Exterior and interior of urinals clean

  Yes

  No

  N/A

• Walls, ceilings, doors and partitions are well maintained, free from excessive scratches, dents, chips and scuff

  Yes

  No

  N/A

• Walls, ceilings, doors and partitions are clean, free from dust, dirt and lint

  Yes

  No

  N/A

• Cubicle locksets are in good working condition

  Yes

  No

  N/A

• Cubicle lockets are clean, well-polished and easy to maneuver

  Yes

  No

  N/A

• All faucet fixtures in good working condition

  Yes

  No

  N/A

• All chrome fixtures are clean, with no mold, mildew, limescale and build up

  Yes

  No

  N/A

• Hand dryers are available

  Yes

  No

  N/A

• Hand dryers are working

  Yes

  No

  N/A

• Trash/ Rubbish bins properly maintained

  Yes

  No

  N/A

All expendable items replenished properly

• Liquid Soap

  Yes

  No

  N/A

• Paper Towels

  Yes

  No

  N/A

• Toilet Tissues

  Yes

  No

  N/A

• Sanitizers

  Yes

  No

  N/A

Fitness Center meets standards

• Fitness Center Associate is well-groomed, with nameplate, Sampaguita pin, and in clean and spotless uniform

  Yes

  No

  N/A

• Fitness Center Associate acknowledges any guests by smiling and greeting them in warm and friendly using the “Mabuhay Gesture” and the minimum standard spiel:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to MOVE (Name of Fitness Center). How may I assist you?”<br>

  Yes

  No

  N/A

• Directional Signage is present

  Yes

  No

  N/A

• Fitness Center is open at least 14 hours a day

  Yes

  No

  N/A

• Television with remote control is present

  Yes

  No

  N/A

• AC temperature set to 22*C

  Yes

  No

  N/A

Fitness Center - Upkeep

• Overall Fitness Center area is clean

  Yes

  No

  N/A

• Gym reception area is clean and in good condition

  Yes

  No

  N/A

• Floors/decks are in good condition with no holes, dents, slopes, or tripping hazards

  Yes

  No

  N/A

• Gym equipment are in good condition, dry and clean, free from dust, lint and water marks

  Yes

  No

  N/A

• Television with remote control in good working condition

  Yes

  No

  N/A

• Fitness Center is free from leaks or drips

  Yes

  No

  N/A

• Light fixtures are in good working condition, clean and free from dust, dirt and lint

  Yes

  No

  N/A

• Fitness Center ceiling panels and AC are free from mold or mildew

  Yes

  No

  N/A

• Gym Towels are available

  Yes

  No

  N/A

• Towels are in good condition with no tears, holes, rips and spots

  Yes

  No

  N/A

• Towels are clean, with a neutral smell

  Yes

  No

  N/A

• Laundry basket is available for soiled towels

  Yes

  No

  N/A

• Cardiovascular Machines (at least 2)

  Yes

  No

  N/A

• Resistance Machines (at least 2)

  Yes

  No

  N/A

• Training Bench (at least 1)

  Yes

  No

  N/A

• Pull Up Frame and Bar (at least 1)

  Yes

  No

  N/A

• Weight Equipment (at least 1 set)

  Yes

  No

  N/A

• Fitness Ball (at least 2)

  Yes

  No

  N/A

• Yoga Mats (at least 4)

  Yes

  No

  N/A

Locker Room

• Locker room door is clean and in good condition with no excessive marks, dust, debris and lint

  Yes

  No

  N/A

• Locker room floor is clean and dry, free from slipping hazards

  Yes

  No

  N/A

• Locker room toilet is clean, well-maintained and properly replenished

  Yes

  No

  N/A

• Separate Locker Room for Male and Female

  Yes

  No

  N/A

• Locker rooms are in good condition

  Yes

  No

  N/A

• Locker rooms are well-maintained, clean and orderly

  Yes

  No

  N/A

• Locker room toilet is clean, well-maintained and properly replenished

  Yes

  No

  N/A

• Lockers are clean and in good condition

  Yes

  No

  N/A

• Lockers have hanger bars

  Yes

  No

  N/A

• Hangers are available

  Yes

  No

  N/A

• AC temperature set to 22*C

  Yes

  No

  N/A

Shower Room

• Shower area is clean and in good condition

  Yes

  No

  N/A

• Shower Gel and Shampoo dispensers are well maintained and properly replenished

  Yes

  No

  N/A

• Shower drain is working properly, with no pooling

  Yes

  No

  N/A

• Towel holder, rack, ring, shelf is clean, properly attached with no missing or loose parts

  Yes

  No

  N/A

• Vanity Counter area is free from hair, lint, dust & debris

  Yes

  No

  N/A

• Mirrors are clean with no visible handprints, watermarks, splatter marks, dust, mold and mildew

  Yes

  No

  N/A

• Sink is clean, well-polished and free from watermarks

  Yes

  No

  N/A

• Soap dispenser is clean and properly replenished

  Yes

  No

  N/A

• Trash / Rubbish bins are clean and lined with biohazard bag

  Yes

  No

  N/A

• Faucet in good condition, clearly marked with Hot and Cold indicators

  Yes

  No

  N/A

• Faucet is free from leaks or drips

  Yes

  No

  N/A

• All chrome fixtures free from watermarks, mildew, molds, rust and heavy tarnish

  Yes

  No

  N/A

• Hand dryers are available

  Yes

  No

  N/A

• Hand dryers are working

  Yes

  No

  N/A

• Sauna/Steam Room clean and in good condition (if available)

  Yes

  No

  N/A

• Safety Signs are present displaying the minimum messages below:<br>1.) 30 minutes as the maximum stay inside the sauna/steam room.<br>2.) Persons who should not use the sauna/steam room: Poor health, high blood, heart or circulatory disease, with prescription medication, and pregnant.<br>3.) For Sauna – Safe maximum temperature is at 90*C; For Steam Room – Safe maximum temperature is at 50*C.<br>

  Yes

  No

  N/A

• Room thermometer in place

  Yes

  No

  N/A

Swimming Pool meets standards and upkeep

• Swimming Pool is open at least 12 hours a day

  Yes

  No

  N/A

• Swimming pool has signage to indicate depth of pool

  Yes

  No

  N/A

• Swimming pool rules are present

  Yes

  No

  N/A

• Swimming pool towels are present and has a designated stand or table

  Yes

  No

  N/A

• Swimming pool towels log sheet is present

  Yes

  No

  N/A

• Lifeguard is available and if on break, a signage should be visible “Lifeguard on Break”. For properties with no lifeguard, signage must be visible “No Lifeguard on Duty, Swim Safely”

  Yes

  No

  N/A

• Lifeguard is well-groomed, with nameplate, Sampaguita pin, and in clean and spotless uniform

  Yes

  No

  N/A

• Lifeguard is equipped with a Whistle

  Yes

  No

  N/A

• Lifeguard chair is present with a height of 6’ tall

  Yes

  No

  N/A

• Lifeguard smiles while greeting the guest with a warm and friendly tone and executing the “Mabuhay Gesture”.<br><br>Ex:<br>“Mabuhay! Magandang Umaga (Good Morning)! <br>

  Yes

  No

  N/A

• Shower Rinse area is present, clean, and in good condition.

  Yes

  No

  N/A

• Either Life Buoy, Rescue Tube, Shepherd’s crook, or Life vest are available

  Yes

  No

  N/A

• Swimming Pool water is clear and not blurred

  Yes

  No

  N/A

• Swimming Pool lights (inside and within the area) are working properly

  Yes

  No

  N/A

• Furniture in the Swimming Pool area are in good condition and clean

  Yes

  No

  N/A

• Outlet Name is clearly visible and easy to read

  Yes

  No

  N/A

• All signages are clean, in good condition and well maintained

  Yes

  No

  N/A

Restaurant overall offers a pleasant ambiance

• Lighting is adequate

  Yes

  No

  N/A

• Temperature is comfortable (not too hot nor too cold)

  Yes

  No

  N/A

• Restaurant music is appropriate using instrumentals or jazz

  Yes

  No

  N/A

• Well ventilated with working exhaust

  Yes

  No

  N/A

Cleanliness

• Restaurant has clean floors/carpets

  Yes

  No

  N/A

• All light fixtures working according to operations programming/ zoning

  Yes

  No

  N/A

• Restaurant has clean floors/carpets

  Yes

  No

  N/A

• All light fixtures working according to operations programming/ zoning

  Yes

  No

  N/A

• Vents are clean with no mold or mildew

  Yes

  No

  N/A

• Ceilings, doorways, walls, windows are clean with no heavy stains, water marks, handprints, dust and debris

  Yes

  No

  N/A

• Furnishings are clean with no dirt and stains, and in good condition with no broken parts

  Yes

  No

  N/A

• Walls, other ornaments and décor are properly maintained with no visible heavy tarnish, scratches and damage

  Yes

  No

  N/A

• Plants and ornaments are well maintained, dust-free and free from pests

  Yes

  No

  N/A

• Structures in the restaurant without cracks, breaks, pits, scratches, dents or chips

  Yes

  No

  N/A

• All Furnishings are in good condition, clean, stable and well-maintained

  Yes

  No

  N/A

Reception/ Hostess stand

• Hostess stand is clean and free from clutter

  Yes

  No

  N/A

• Signages present such as promotions, dress code, and etc. are professionally printed, clean and updated

  Yes

  No

  N/A

• Operational hours of the outlet are displayed

  Yes

  No

  N/A

• Physical and QR Code menu available and displayed

  Yes

  No

  N/A

• Restaurant information displayed are up to date (prices, descriptions, etc.)

  Yes

  No

  N/A

• Guest list is hidden from guests and can be seen only by associates

  Yes

  No

  N/A

Tables

• Tables are clean free from debris, spill, foul odor, and dirt

  Yes

  No

  N/A

• Tables and chairs are stable, not wobbly

  Yes

  No

  N/A

• Table tents and other promotional material are clean and in good condition with updated information

  Yes

  No

  N/A

• China, Silverware, and Glassware are pristine, polished, and clean with no signs of stains or dirt

  Yes

  No

  N/A

• Salt & pepper shakers are clean and refilled

  Yes

  No

  N/A

• Table ornaments such as candle holders, bud vases and others are clean and present a fresh appearance (if applicable)

  Yes

  No

  N/A

• Placemats are clean, spotless, and no foul smell

  Yes

  No

  N/A

• QR Code of food menu and beverage list are available on tables

  Yes

  No

  N/A

Menus

• Menus are book type displaying the logo of the outlet

  Yes

  No

  N/A

• Menu books are complete and professionally printed with updated prices, no handwritten marks or alterations

  Yes

  No

  N/A

• Menu for MHR Signature Dishes is present

  Yes

  No

  N/A

• Menu for Sampaguita Dishes is present

  Yes

  No

  N/A

• Sustainability: Locavores or Plant-based selections

  Yes

  No

  N/A

• Allergens are indicated in the menu

  Yes

  No

  N/A

Receptionist

• Receptionist is properly groomed, with nameplate, Sampaguita pin, and in clean and well-pressed uniform

  Yes

  No

  N/A

• Receptionist acknowledges guest with immediate eye contact and presents a welcoming and friendly demeanor

  Yes

  No

  N/A

• Receptionists acknowledges any guests in queue using the “Mabuhay Gesture”, “Salamat Po Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Sir/Ma’am I will be with you shortly, Salamat Po!”<br>

  Yes

  No

  N/A

• Receptionist smiles and greets the guest with a warm and friendly tone, asking if the guest has made reservations, for how many, under whose name, room number (if applicable), and celebration (if applicable), using the "Mabuhay Gesture" and the minimum standard spiel:<br><br>Ex:<br><br>If guest has made a reservation:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to (Name of the Outlet). Do you have a reservation?....Under the name of (Guest Name) and for (# of Pax)”<br><br>If guest with no reservation:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to (Name of the Outlet). Do you have a reservation?...May I get your last name?...May I have your room number (if applicable)? For how many? Are we celebrating anything?”<br>

  Yes

  No

  N/A

• Receptionist to ask guest if they are Club Access members, or have other discount cards

  Yes

  No

  N/A

• Receptionist escorted guest to table by leading the direction

  Yes

  No

  N/A

• Receptionist seats the guest properly using proper protocol (IE: ladies or seniors first)

  Yes

  No

  N/A

• Receptionist offers guest option of using contactless menu or actual menu book

  Yes

  No

  N/A

• Receptionist introduces Service Associate to guest using the minimum standard spiel:<br><br>Ex:<br><br>“Sir/Ma’am, server John (Name of Service Associate) will assist you this (Mention the time period: morning, afternoon, or evening). Please enjoy your meal.”<br>

  Yes

  No

  N/A

Service Associate

• Service Associate is properly groomed, with nameplate, Sampaguita pin, and in clean and well-pressed uniform

  Yes

  No

  N/A

• Service Associate smiles and greets the guest with a warm and friendly tone using the “Mabuhay Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Welcome to (Name of the Outlet). I am John (Name of Service Associate) and I will be taking care of your this (Mention the time period: morning, afternoon, or evening).”<br>

  Yes

  No

  N/A

• Service Associate asks guest on their water preference depending on the minimum standards:<br><br>1.) Temperature – Cold, Iced, Warm, or Hot<br>2.) Type – Sparkling or Regular Water<br>

  Yes

  No

  N/A

• Service Associate offers a beverage if none was ordered (upselling) with the minimum standard spiel:<br><br>Ex:<br><br>“May I interest you in a beverage to start off?”<br>

  Yes

  No

  N/A

• Service Associate does his/her menu presentation to the guest highlighting the best sellers, specials of the day, promotions, and 86 items (out of stock)

  Yes

  No

  N/A

• 86 items (out of stock) must not exceed three

  Yes

  No

  N/A

• Service Associate must be knowledgeable about the products on the menu

  Yes

  No

  N/A

• Service Associate uses professional complements in taking the order (pen & jotter)

  Yes

  No

  N/A

• Service Associate should execute upselling while taking guest orders (e.g. “would you like a fries to go with your meal?”)

  Yes

  No

  N/A

• Service Associate repeats the order for confirmation and states the approximate waiting time depending business of the outlet

  Yes

  No

  N/A

• Sustainability: Service Associate asks guest(s) if they need straw(s) with their ordered drink(s):<br><br>Ex:<br><br>To help us reduce our waste for the PLANET, would you still need a straw with your ordered beverage?<br><br><br>Beverages that are automatically required with straws:<br><br>1.) Shakes<br>2.) Slushy beverages<br>3.) Beverages with bobbas<br><br>Beverages that straws can be per request:<br><br>1.) Sodas<br>2.) Juices<br>3.) Iced Coffees <br>

  Yes

  No

  N/A

• Sustainability: Straws given are made from recyclables/compostable materials (papers, rice, cassava, etc.)

  Yes

  No

  N/A

• First beverage should be served within 5 minutes of ordering

  Yes

  No

  N/A

• Second beverage offered when the first beverage is a quarter empty (upselling)

  Yes

  No

  N/A

• Correct utensils are provided according to the food order

  Yes

  No

  N/A

• Correct condiments are placed according to food ordered

  Yes

  No

  N/A

• Food ordered served within the given approximate preparation time

  Yes

  No

  N/A

• Service Associate served the correct food order

  Yes

  No

  N/A

• Food item must be announced discreetly

  Yes

  No

  N/A

• Proper warning verbalized if plate is hot

  Yes

  No

  N/A

• Service Associate confirms if all orders are complete, offers additional assistance and wishes guests a pleasant meal using the minimum standard spiel:<br><br>Ex:<br><br>“Sir/Ma’am, all orders are complete and should you need any further assistance just let us know but for now, please enjoy your meal.”<br>

  Yes

  No

  N/A

• Wait staff is on the floor for reasonable amount of time

  Yes

  No

  N/A

• Service Associate checked for satisfaction at the appropriate time

  Yes

  No

  N/A

• Soiled plates are cleared within 5 minutes of guest finishing

  Yes

  No

  N/A

• Dessert, coffee/tea are offered when table is cleared and crumbed (upselling)

  Yes

  No

  N/A

• Before presenting the bill to the guest, Service Associate should ask the guest to fill-out the Guest Satisfaction Survey digitally

  Yes

  No

  N/A

Payment

• Upon request for billing, Service Associate inquires again for Club Access membership, or other discounts applicable

  Yes

  No

  N/A

• Accurate bill is presented in a clean billfold/ check holder with the property’s or its outlet’s logo and pen having the same logos.

  Yes

  No

  N/A

• Restaurant accepts different minimum payment methods:<br><br>1.) Cash<br>2.) Card<br>3.) GCash<br>4.) Maya<br>

  Yes

  No

  N/A

• Service Associate confirms and thanks the guest for payment made using the “Salamat Po Gesture” and using the minimum standard spiel:<br><br>Ex:<br><br>For Cash Payments:<br><br><br>“I received PHP 1000 (Amount) and I’ll be with you shortly to process the payment. Salamat Po!”<br><br>For Cards:<br><br> “Excuse me Sir/Ma’am, I’ll be with you shortly to get the terminal to process your payment. Salamat Po!”<br><br>For GCash and Maya:<br><br>“Excuse me Sir/Ma’am, I’ll be with you shortly to get the QR Code for the online payment. Salamat Po!” <br><br>

  Yes

  No

  N/A

• Service Associate thanks the guest upon departure, whishing them a good day, and offers future assistance using the "Salamat Gesture" and the minimum standard spiel:<br><br>Ex:<br><br>“Mr./Ms. Dela Cruz (Guest Name), have a great day (Mention the Time Period) and hope you visit us again. Salamat Po!”<br>

  Yes

  No

  N/A

• Food is prepared according to the correct doneness (e.g. chicken should be cooked thoroughly, well

  Yes

  No

  N/A

Food/ Beverage when served, is at the correct temperature

• Hot is served hot with smoke evident and hot plate

  Yes

  No

  N/A

• Cold is served cold

  Yes

  No

  N/A

Food/ Beverage items served matches the description on the menu

• Ingredients are the same as on the menu

  Yes

  No

  N/A

• Pictures on the menu are the same with the actual food and beverage items

  Yes

  No

  N/A

• Taste of food is as expected and appropriate to the dish ordered with no rancid or spoiled taste

  Yes

  No

  N/A

• Garnish is edible and compliments the main dish

  Yes

  No

  N/A

• Greens are fresh, with no visible wilting, spots or marks unless indicated

  Yes

  No

  N/A

• Condiments are complete, quantity is commensurate to the food item

  Yes

  No

  N/A

Additional condiments are available upon request

• Freshly Milled Pepper

  Yes

  No

  N/A

• Tomato Ketchup

  Yes

  No

  N/A

• Mustard

  Yes

  No

  N/A

• Mayonnaise

  Yes

  No

  N/A

• Tabasco/Hot Sauce

  Yes

  No

  N/A

• A1 Steak Sauce/Worcestershire Suace

  Yes

  No

  N/A

• Soy Sauce

  Yes

  No

  N/A

• Vinegar

  Yes

  No

  N/A

• Fish Sauce

  Yes

  No

  N/A

• Presentation facilitates ease of consumption and offers guest no difficulties, promoting a pleasant hassle-free dining experience

  Yes

  No

  N/A

• Presentation and plating promote a “feast for the eyes” with no plate stains, excessive sauce marks, and well balanced colors.

  Yes

  No

  N/A

• F&B Associates are properly groomed, with nameplate, Sampaguita pin, and in clean and well-pressed uniform

  Yes

  No

  N/A

• F&B Associates respond positively when speaking with co-associates and guests

  Yes

  No

  N/A

• F&B Associates listen attentively to the guest

  Yes

  No

  N/A

• F&B Associates warmly accommodate guest requests and offers viable alternatives when request cannot be accommodated

  Yes

  No

  N/A

• F&B Associates is able to engage the guest in non-business chat in a professional and friendly manner at the appropriate time

  Yes

  No

  N/A

• High Chairs are available and complimentary

  Yes

  No

  N/A

• High Chairs are clean and in working order

  Yes

  No

  N/A

• Cashier & other stations are all clean, orderly and organized

  Yes

  No

  N/A

• F&B Associates knows and speaks positively about the hotel

  Yes

  No

  N/A

• F&B Associates is knowledgeable about other outlets of the hotel

  Yes

  No

  N/A

• F&B Associates offers anticipatory service and offers assistance without being asked

  Yes

  No

  N/A

• F&B Associates act upon opportunities to do more

  Yes

  No

  N/A

• F&B Associates go the extra mile whenever possible to make the guest feel special

  Yes

  No

  N/A

• Last call is discreetly announced 30 minutes before closing hours

  Yes

  No

  N/A

Buffet area is in order

• All food and beverage items served (except water station) with name tags.

  Yes

  No

  N/A

• Sustainability: Food waste reduction measure note present with hotel’s, Megaworld Hotels and Resorts, and “MEGreen” logos.<br><br>Ex:<br><br>Let’s Fight Food Waste.<br><br>Approximately, 40 tonnes of food that is wasted each year. This would be enough to satisfy the hunger of every malnourished person in the world. Together, we can fight food waste.<br>

  Yes

  No

  N/A

• Food and beverage items are all tagged properly with correct spelling

  Yes

  No

  N/A

• Tags for food items include allergens

  Yes

  No

  N/A

• Hot food items are served hot and cold food items are served cold

  Yes

  No

  N/A

• Serving equipment are clean and in good working condition

  Yes

  No

  N/A

• Appropriate serving gears per food and beverage items are in place

  Yes

  No

  N/A

• Correct condiments are in place

  Yes

  No

  N/A

• Buffet counters are free from debris, food stains, spills, dirt & dust

  Yes

  No

  N/A

• Continuous refilling of food and utensils are observed regularly and appropriately

  Yes

  No

  N/A

• Last call is discreetly announced 30 minutes before closing hours

  Yes

  No

  N/A

• Outlet Name is clearly visible and easy to read

  Yes

  No

  N/A

• All signages are clean, in good condition and well maintained

  Yes

  No

  N/A

Outlet over all offers a pleasant ambiance

• Lighting is adequate

  Yes

  No

  N/A

• Temperature is comfortable (not too hot nor too cold)

  Yes

  No

  N/A

• Music is appropriate for the minimum standard per type of bar/lounge:<br><br>Indoor Bar/Lounge<br><br>1.) Jazz, Instrumental, or Vocal (if live band)<br><br>Outdoor Bar/Lounge<br><br>2.) Any type of music that is safe for all ages (no foul words, etc.)<br>

  Yes

  No

  N/A

• Well ventilated with working exhaust

  Yes

  No

  N/A

Cleanliness

• Bar/Lounge has clean floors/carpets

  Yes

  No

  N/A

• All light fixtures are working

  Yes

  No

  N/A

• Vents are clean with no mold or mildew

  Yes

  No

  N/A

• Ceilings, doorways, walls, windows are clean with no heavy stains, water marks, handprints, dust and debris

  Yes

  No

  N/A

• Furnishings are clean with no dirt and stains, and in good condition with no broken parts

  Yes

  No

  N/A

• Walls, other ornaments and décor are properly maintained with no visible heavy tarnish, scratches and damage

  Yes

  No

  N/A

• Plants are well maintained, dust-free and free from pests

  Yes

  No

  N/A

• Signages present such as promotions, dress code, and etc. are professionally printed, clean and updated

  Yes

  No

  N/A

• Operational hours of the outlet are displayed

  Yes

  No

  N/A

• Physical and QR Code menu available and displayed

  Yes

  No

  N/A

Tables

• Tables are clean free from debris, spill, foul odor, and dirt

  Yes

  No

  N/A

• Tables and chairs are stable, not wobbly

  Yes

  No

  N/A

• Table tents and other promotional material are clean and in good condition with updated information

  Yes

  No

  N/A

• China, Silverware, and Glassware are pristine, polished, and clean with no signs of stains or dirt

  Yes

  No

  N/A

• Salt & pepper shakers are clean and refilled

  Yes

  No

  N/A

• Table ornaments such as candle holders, bud vases and others are clean and present a fresh appearance (if applicable)

  Yes

  No

  N/A

• Placemats are clean, spotless, and no foul smell

  Yes

  No

  N/A

• QR Code of food menu and beverage list are available on tables

  Yes

  No

  N/A

Menu

• Menus are complete and professionally printed with updated prices, no handwritten marks or alterations

  Yes

  No

  N/A

• Allergens are indicated in the menu

  Yes

  No

  N/A

Cocktail Bar

• Cocktail Bar is clean and orderly, not cluttered

  Yes

  No

  N/A

• Liquor bottles on shelves, cabinet or bottle keep are stored properly

  Yes

  No

  N/A

• Liquor bottles on shelves, cabinet or bottle keep are properly labeled

  Yes

  No

  N/A

• Liquor bottles on shelves, cabinet or bottle keep are free from debris, dirt, dust, and lint

  Yes

  No

  N/A

Bar Associate

• Bar Associate is properly groomed, with nameplate, Sampaguita pin, and in clean and well-pressed uniform

  Yes

  No

  N/A

• Bar Associate acknowledges guest with immediate eye contact and presents a welcoming and friendly demeanor

  Yes

  No

  N/A

• Bar Associate acknowledges any guests in queue using the “Mabuhay Gesture”, “Salamat Po Gesture” and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Sir/Ma’am I will be with you shortly, Salamat Po!”<br>

  Yes

  No

  N/A

• Bar Associate smiles and greets the guest with a warm and friendly tone using the "Mabuhay Gesture" and the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Magandang Gabi (Good Evening)! Welcome to (Name of the Outlet). How may I help you?”<br>

  Yes

  No

  N/A

• Bar Associate offers guest option of using contactless menu or actual menu book

  Yes

  No

  N/A

• Bar Associate does his/her menu presentation to the guest highlighting the best sellers, specials of the day, promotions, and 86 items (out of stock)

  Yes

  No

  N/A

• 86 items (out of stock) must not exceed three

  Yes

  No

  N/A

• Bar Associate knowledgeable about the products on the menu

  Yes

  No

  N/A

• Bar Associate should execute upselling while taking guest orders (e.g. “would you like a fries to go with your meal?”)

  Yes

  No

  N/A

• Bar Associate repeats the order for confirmation and states the approximate waiting time depending business of the outlet

  Yes

  No

  N/A

• Sustainability: Bar Associate asks guest(s) if they need straw(s) with their ordered drink(s):<br><br>Ex:<br><br>To help us reduce our waste for the PLANET, would you still need a straw with your ordered beverage?<br><br><br>Beverages that are automatically required with straws:<br><br>1.) Shakes<br>2.) Slushy beverages<br>3.) Beverages with bobbas<br><br>Beverages that straws can be per request:<br><br>1.) Sodas<br>2.) Juices<br>3.) Iced Coffees <br>

  Yes

  No

  N/A

• Sustainability: Straws given are made from recyclables/compostable materials (papers, rice, cassava, etc.)

  Yes

  No

  N/A

• First beverage should be served within 5 minutes of ordering

  Yes

  No

  N/A

• Second beverage offered when the first beverage is a quarter empty (upselling)

  Yes

  No

  N/A

• Correct utensils are provided according to the food order

  Yes

  No

  N/A

• Correct condiments are placed according to food ordered

  Yes

  No

  N/A

• Bar Associate served the correct food order

  Yes

  No

  N/A

• Food and beverage item must be announced discreetly

  Yes

  No

  N/A

• Proper warning verbalized if plate is hot

  Yes

  No

  N/A

• Bar Associate confirms if all orders are complete, offers additional assistance and wishes guests a pleasant meal using the minimum standard spiel:<br><br>Ex:<br><br>“Sir/Ma’am, all orders are complete and should you need any further assistance just let me know but for now, please enjoy your meal.”<br>

  Yes

  No

  N/A

• Wait staff is on the floor for reasonable amount of time

  Yes

  No

  N/A

• Bar Associate checked for satisfaction at the appropriate time

  Yes

  No

  N/A

• Before presenting the bill to the guest, Service Associate should ask the guest to fill-out the Guest Satisfaction Survey digitally

  Yes

  No

  N/A

Payment

• Upon request for billing, Bar Associate inquires again for Club Access membership, or other discounts applicable

  Yes

  No

  N/A

• Accurate bill is presented in a clean billfold/ check holder with the property’s or its outlet’s logo and pen having the same logos.

  Yes

  No

  N/A

• Outlet accepts different minimum payment methods:<br><br>1.) Cash<br>2.) Card<br>3.) GCash<br>4.) Maya<br>

  Yes

  No

  N/A

• Bar Associate confirms and thanks the guest for payment made using the “Salamat Po Gesture” and using the minimum standard spiel:<br><br>Ex:<br><br>For Cash Payments:<br><br><br>“I receive PHP 1000 (Amount) and I’ll be with you shortly to process the payment. Salamat Po!”<br><br>For Cards:<br><br> “Excuse me Sir/Ma’am, I’ll be with your shortly to get the terminal to process your payment. Salamat Po!”<br><br>For GCash and Maya:<br><br>“Excuse me Sir/Ma’am, I’ll be with you shortly to get the QR Code for the online payment. Salamat Po!” <br>

  Yes

  No

  N/A

• Bar Associate thanks the guest upon departure, whishing them a good day, and offers future assistance using the "Salamat Gesture" and the minimum standard spiel:<br><br>Ex:<br><br>“Mr./Ms. Dela Cruz (Guest Name), have a great day (Mention the Time Period) and hope you visit us again. Salamat Po!”<br>

  Yes

  No

  N/A

Signature Beverages

• MHR Brand Feature – House Wine offered is (EDI Brand – Gallo or Barefoot)

  Yes

  No

  N/A

• Zabana Bar Brand Feature – Associate offers exclusive Zabana Cocktail Menu List

  Yes

  No

  N/A

• Zabana Bar Brand Feature – Special Zabana Signature Bar & Bites pairing is available

  Yes

  No

  N/A

• Sampaguita Signature Beverages

  Yes

  No

  N/A

• In Room Dining menu is available in QR code format inside guest room

  Yes

  No

  N/A

• Menus are complete and professionally printed with updated prices, no handwritten marks or alterations

  Yes

  No

  N/A

• Allergens are indicated in the menu

  Yes

  No

  N/A

• Telephone Call is answered within three (3) rings

  Yes

  No

  N/A

• IRD Operator greets the guest with a warm and friendly tone, using the minimum standard spiel:<br><br>Ex:<br><br>“Mabuhay! Magandang Umaga (Good Morning)! Thank you for calling In Room Dining this is John (Name of Room Service Telephone Operator), how may I assist you?”<br>

  Yes

  No

  N/A

• IRD Operator asks guest the number of person

  Yes

  No

  N/A

• IRD Operator does his/her menu presentation to the guest highlighting the best sellers, specials of the day, promotions, and 86 items (out of stock)

  Yes

  No

  N/A

• IRD Operator is knowledgeable about the menu

  Yes

  No

  N/A

• IRD listens attentively to the guest request

  Yes

  No

  N/A

• IRD Operator warmly accommodates guest requests and offers viable alternatives when request cannot be accommodated

  Yes

  No

  N/A

• IRD Operator should execute upselling while taking guest orders (e.g. “would you like a fries to go with your meal?”)

  Yes

  No

  N/A

• IRD Operator repeats the order for confirmation, inquires for Club Access membership, or other discounts applicable, and mentioned the total bill.

  Yes

  No

  N/A

• Sustainability: Service Associate asks guest(s) if they need straw(s) with their ordered drink(s):<br><br>Ex:<br><br>To help us reduce our waste for the PLANET, would you still need a straw with your ordered beverage?<br><br><br>Beverages that are automatically required with straws:<br><br>1.) Shakes<br>2.) Slushy beverages<br>3.) Beverages with bobbas<br><br>Beverages that straws can be per request:<br><br>1.) Sodas<br>2.) Juices<br>3.) Iced Coffees <br>

  Yes

  No

  N/A

• Sustainability: Straws given are made from recyclables/compostable materials (papers, rice, cassava, etc.)

  Yes

  No

  N/A

• IRD Operator asks for the minimum mode of payment:<br>1. Room Charge<br>2. Cash<br>3. Card<br>4. GCash<br>5. Maya<br>

  Yes

  No

  N/A

• IRD Operator states the approximate waiting time depending business of the outlet

  Yes

  No

  N/A

• IRD Operator offers additional assistance and bids the guest goodbye in a warm & friendly manner using the “Salamat Po! Gesture” with the minimum standard spiel:<br><br>Ex:<br><br>“Mr./Ms Dela Cruz (Guest Name), should you need any further assistance just let us know and Salamat Po!”<br>

  Yes

  No

  N/A

• 10 minutes after delivery – IRD Operator performs a “call back” to check for guest satisfaction on food & beverage order and delivery service.

  Yes

  No

  N/A