MILUX Audit Template- English

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

Reservation

• Reservation Agent personalizes stay Dates | Repeat Stay | Travelers (names & ages kids ) | Special Occasion

  Yes

  No

  N/A

• Did the employee obtain all of the guests' and their children's names (if applicable) and clarify spelling where required?

  Yes

  No

  N/A

• Were a minimum of two room types/rates offered?

  Yes

  No

  N/A

• Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a higher room category and/or package and highlighting its benefits (e.g. size, view, amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered?

  Yes

  No

  N/A

• Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)?

  Yes

  No

  N/A

• Reservations Agent delivers on Marriott Bonvoy program requirements and if not a member, offer to enroll, explain benefits

  Yes

  No

  N/A

• Did the employee obtain the caller's email address?

  Yes

  No

  N/A

• Did the employee advise on payment options and explain payment terms?

  Yes

  No

  N/A

• Did the employee explain the cancellation policy and if applicable, the deposit policy?

  Yes

  No

  N/A

• Did the employee ascertain the expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?

  Yes

  No

  N/A

• Did the employee clarify if the guest had any personal preferences (e.g. bed preference, smoking preference)?

  Yes

  No

  N/A

• Did the employee ascertain if the caller required any transport arrangements (e.g. car transfer, directions etc.)?

  Yes

  No

  N/A

• Did the employee offer any assistance with other bookings (e.g. offer to make a dinner or spa reservation) Staff exhibits a genuine sense of interest and concern for guest

  Yes

  No

  N/A

• Did the employee repeat and confirm all details of the reservation during or at the end of the call (i.e. dates of the stay, room type, rate)?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English satisfactory, enabling engagement in twoway conversation with the guest (intelligently fair approach given some limitations due to face masks)?

  Yes

  No

  N/A

• Did the employees engage in a wellpaced, natural (nonscripted, jargon/slang free), friendly and interested manner ?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities, elements in the guest room or immediately offer to find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? Reservations Agent questions effectively to personalize stay

  Yes

  No

  N/A

• Did the employee adapt to a changing situation and/or guest's need?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee specifically thanks the guest for the booking and closes the interaction with a polite and appropriate remark

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Details of the booking are repeated for confirmation and a confirmation number is offered

  Yes

  No

  N/A

• Crossdepartmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Did the employee offer to send a confirmation and was it received within one hour of the call (i.e. if call was made during the hotel's business hours), with the hotel/group logo and reservations/hotel contact number present and was all information within the confirmation correct?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Employee being Audited:

Transportation

• Transportation service is provided in a timely manner. Driver present at pickup site at time of arrival

  Yes

  No

  N/A

• Warm welcome/greeting provided. Driver greets guests with professional signage and in Brand Voice guest name should have correct spelling and addressed correctly (Dr. / Mr. / Ms. / Mrs.)

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Driver conveys a professional, tailored image

  Yes

  No

  N/A

• Brand Pin is worn and meets standard

  Yes

  No

  N/A

• Transportation service is provided in a timely manner

  Yes

  No

  N/A

• Driver greets guests and assists them into the car and with luggage

  Yes

  No

  N/A

• Driver ensures guests comfort in the vehicle and advice estimated journey time

  Yes

  No

  N/A

• Amenities provided to ensure guest comfort

  Yes

  No

  N/A

• Driver offers additional services/information to the guest

  Yes

  No

  N/A

• Guest experienced a personalized arrival at hotel

  Yes

  No

  N/A

• Driver owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Driver uses appropriate verbiage and shows genuine concern, the guest's name is used naturally as a signal of recognition

  Yes

  No

  N/A

• Driver does not decline a request without offering alternatives

  Yes

  No

  N/A

• Driver is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

• Professional personalized attention is provided

  Yes

  No

  N/A

• Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Driver provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Vehicle meets standard Maintained, Clean, Stocked with items for guests' comfort wifi | phone charger | bottled water | reading material

  Yes

  No

  N/A

Valet

• Was a porter/doorman present on arrival and if he was busy did he positively acknowledge the guest with hand or facial gesture?

  Yes

  No

  N/A

• Valet Parking/Door Attendant assists with arriving guests at curbside guest are greeted within 30 seconds

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Valet Parking/Door Attendant conveys a professional, tailored image

  Media

• Valet Parking/Door Attendant informs guests of parking options

  Yes

  No

  N/A

• Valet Parking/Door Attendant assists with luggage (Luggage assistance is immediate at curbside)

  Yes

  No

  N/A

• Valet Parking/Door Attendant explains luggage delivery process

  Yes

  No

  N/A

• Valet Parking/Door Attendant escorts, open the hotel door entrance and introduces him/her by name to the Front Desk staff/receptionist

  Yes

  No

  N/A

• Valet Parking/Door Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Valet Parking/Door Attendant delivered personalized service during interaction

  Yes

  No

  N/A

• Valet Parking/Door Attendant thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Valet Parking/Door Attendant provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• Valet Parking/Door Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Valet Parking/Door Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Valet Parking/Door Attendant was present and acknowledges arriving guests with hotel name

• Was the correct luggage either present in the room on arrival or delivered within 15 minutes of the guest's arrival to the room for an urban hotel and 15 minutes for a resort hotel?

  Yes

  No

  N/A

Bell Arrival

• Bell staff was present as required

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Bell Staff conveys a professional, tailored image

  Media

• Staff provides an orientation of hotel's services and facilities during escort

  Yes

  No

  N/A

• Was the correct luggage either present in the room on arrival or delivered within 15 minutes of the guest's arrival to the room for an urban hotel and 15 minutes for a resort hotel?

  Yes

  No

  N/A

• Elevator/rooming etiquette meets standard  Allow guest to enter/exit elevator first, if applicable  Inform guests of where to go after exiting elevator, if applicable  Open the guestroom door, enter the room and hold door open for guest(s) to enter

  Yes

  No

  N/A

• Staff confirms guest's satisfaction and comfort with guestroom

  Yes

  No

  N/A

• Staff explains/demonstrates at least 3 features of guestroom

  Yes

  No

  N/A

• Bell staff places guest's luggage properly  Ask if they may enter the room if they did not escort the guest to the room  Ask guest about luggage/personal effects placement, prior to placing luggage  Confirm number of pieces of luggage with guest  If guest has no preference, place the luggage/personal effects as follows: o Hang the garment bag (if applicable) o Place luggage on the rack for ease of guest opening (e.g. zipper facing guest, logical for opening)

  Yes

  No

  N/A

• Bell staff owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Bell staff uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Bell staff does not decline a request without offering alternatives

  Yes

  No

  N/A

• Bell staff is knowledgeable and confident

  Yes

  No

  N/A

• Bell staff delivered personalized service during interaction

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Bell staff provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English satisfactory, enabling engagement in twoway conversation with the guest

  Yes

  No

  N/A

Check In

• Mobile checkin was evaluated

  Yes

  No

  N/A

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Mobile CheckIn Welcome meets standards Guest checkin was conducted via standard checkin Hotel is located in Venezuela The associate must welcome the mobile checkin guest minimally with: *Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile checkin, What did you think of mobile checkin?) *Convey a sense of "We've been expecting you" (e.g., Because you used mobile checkin, we have your keys prepared for you; We've been excepting you; Thank you for using mobile checkin e have your room ready; We have been preparing for you) *Recognize applicable preferences (e.g., Room type)

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Front Desk Agent conveys a professional, tailored image

  Yes

  No

  N/A

• Was guest offered welcome drink/ welcome amenity (oshibori towel)?

  Yes

  No

  N/A

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Staff offers assistance immediately (Luggage assistance is immediate at curbside)

  Yes

  No

  N/A

• Checkin information is correct

  Yes

  No

  N/A

• Associate offers enrollment into Marriott Bonvoy to guest at checkin

  Yes

  No

  N/A

• All Loyalty members are recognized at checkin

  Yes

  No

  N/A

• Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade

  Yes

  No

  N/A

• Platinum Elite, Titanium Elite, and Ambassador Elite members’ checkout time confirmed at checkin

  Yes

  No

  N/A

• Preferred newspaper selection is determined or confirmed during the arrival process

  Yes

  No

  N/A

• Staff is knowledgeable about hotel facilities, services and events

  Yes

  No

  N/A

• Room number provided discreetly, nonverbally

  Yes

  No

  N/A

• Guest informed folio will be emailed at check out

  Yes

  No

  N/A

• Delays in rooming guests meets standards  Provide an estimated time  Keep guest informed (e.g. via mobile, in person)  Offer the guest access to the hotel's facilities (e.g. luggage storage, restaurants, fitness center, spa, changing rooms, WiFi, etc.)

  Yes

  No

  N/A

• Branded collateral used during checkin meets brand identity standards

  Yes

  No

  N/A

• The associate executed payment and key delivery components for mobile checkin

  Yes

  No

  N/A

• Length of Checkin experience meets standard  5 minutes (City)  10 minutes (Resort)

  Yes

  No

  N/A

• In the case of a first time guest, did the employee (receptionist, porter, butler) offer a brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g. location of breakfast restaurant, fitness center, spa, business center, etc.)?

  Yes

  No

  N/A

• Room Key Presentation meets standard

  Yes

  No

  N/A

• Front Desk Agent facilitates luggage assistance and escort to guest room

  Yes

  No

  N/A

• Front Desk owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Front Desk Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Front Desk Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Front Desk Agent is knowledgeable and confident

  Yes

  No

  N/A

• Front Desk Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Front Desk Agent thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Front Desk Agent provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Music was audible and meets standard

  Yes

  No

  N/A

• Was the room type, special requests (e.g. newspapers, bed preference, smoking preference), prearranged bookings and departure date reconfirmed and were all details correct?

  Yes

  No

  N/A

• Marriott Bonvoy Signage meets standards

  Yes

  No

  N/A

• Evening Ritual clearly communicated to guest

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Positive

  Neutral

  Negative

Rapid Response

• Telephone Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone Guest name used during the experience, when known

  Yes

  No

  N/A

• Operator reacts as appropriate and sets expectation for resolution

  Yes

  No

  N/A

• Butler Service Desk phone interaction meets standard

  Yes

  No

  N/A

• Butler Service Desk is knowledgeable and confident

  Yes

  No

  N/A

• Telephone The associate confirmed the caller's request by repeating back key details to ensure correct understanding

  Yes

  No

  N/A

• Telephone Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rapid Response meets standard

  Yes

  No

  N/A

• Timely response and service provided

  Yes

  No

  N/A

• Delivery Room delivery announcement meets standard

  Yes

  No

  N/A

• Delivery Warm welcome/greeting provided

  Yes

  No

  N/A

• Delivery Guest name used during the experience, when known

  Yes

  No

  N/A

• Delivery Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Delivery Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Professional, tailored image conveyed

  Media

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Appropriate verbiage used and genuine concern shown

  Yes

  No

  N/A

• Guest's requests and opportunities are owned and resolved immediately

  Yes

  No

  N/A

• Guest Request resolution meets standard

  Yes

  No

  N/A

• Request is not declined without offering alternatives

  Yes

  No

  N/A

• Rapid Response team is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

• Deliverythoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Delivery Professional persona provided

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• Delivery Further assistance offered to the guest

  Yes

  No

  N/A

• Delivery Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Follow up call was received

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Positive

  Neutral

  Negative

Concierge

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures

  Yes

  No

  N/A

• Concierge offers assistance immediately

  Yes

  No

  N/A

• Lobby Concierge is responsive and knowledgeable , displaying firsthand knowledge and local expertise

  Yes

  No

  N/A

• Concierge provides reservation services and directions/ transportation options

  Yes

  No

  N/A

• Concierge service is provided promptly

  Yes

  No

  N/A

• Guest provided materials are branded and professional

  Yes

  No

  N/A

• Concierge promotes hotel’s outlets first if appropriate

  Yes

  No

  N/A

• Concierge is knowledgeable and confident

  Yes

  No

  N/A

• Concierge delivered personalized service during interaction

  Yes

  No

  N/A

• Concierge thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Confirmation meets standards Computergenerated or typed | professional | Correct in all details | in Brand Voice | Headed with appropriate greetings

  Yes

  No

  N/A

• Concierge owns and resolves guest's requests and opportunities immediately Concierge must recommend program activities prior to those off and on property

  Yes

  No

  N/A

• Guest provided materials are branded and professional

  Yes

  No

  N/A

• Details of the booking are repeated for confirmation and a digital confirmation is offered

  Yes

  No

  N/A

• Crossdepartmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform and brand pin

  Yes

  No

  N/A

• Concierge uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Concierge owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Lobby Concierge anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Did the employees engage in a wellpaced, natural (nonscripted, jargon/slang free), friendly and interested manner ?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities, elements in the guest room or immediately offer to find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? Reservations Agent questions effectively to personalize stay

  Yes

  No

  N/A

• Did the employee adapt to a changing situation and/or guest's need?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the employee specifically thanks the guest for the booking and closes the interaction with a polite and appropriate remark

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Dedicated Lobby Concierge services meet standard

  Yes

  No

  N/A

Lobby Concierge

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Concierge conveys a professional, tailored image

  Media

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Concierge service is provided promptly

  Yes

  No

  N/A

• Lobby Concierge is responsive and knowledgeable

  Yes

  No

  N/A

• Concierge provides reservation services

  Yes

  No

  N/A

• Confirmation meets standards

  Yes

  No

  N/A

• Concierge service is provided promptly

  Yes

  No

  N/A

• Guest provided materials are branded and professional

  Yes

  No

  N/A

• Concierge is knowledgeable and confident

  Yes

  No

  N/A

• Concierge delivered personalized service during interaction

  Yes

  No

  N/A

• Concierge thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server provides a professional persona

  Yes

  No

  N/A

• Concierge owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Concierge uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Concierge does not decline a request without offering alternatives

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Dedicated Lobby Concierge services meet standard

  Yes

  No

  N/A

• Total False

  Yes

  No

  N/A

Housekeeping

• Housekeeping service is provided on time

  Date

• If a 'privacy' sign/light was present; calling card/door knob card left under/on the door or a silent message/ digital communication left on the telephone?

  Yes

  No

  N/A

• Guest belongings have been straightened: shoes | clothing | jackets or coat | reading material | personal toiletries

  Yes

  No

  N/A

• Furnishings are straightened

  Yes

  No

  N/A

• Products in the room are replenished and straightened

  Yes

  No

  N/A

• Bedding is properly serviced and is clean and in good condition

  Yes

  No

  N/A

• Soiled inroom dining service ware, trays or trolleys are removed from the room and not left in the corridor

  Yes

  No

  N/A

• All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform daytoday

  Yes

  No

  N/A

• Bedding is presented according to brand guidelines

  Yes

  No

  N/A

• Carpet/floor is clean

  Yes

  No

  N/A

• Odor is neutral

  Yes

  No

  N/A

• Trash cans are emptied

  Yes

  No

  N/A

• The room has an extremely fresh, comfortable atmosphere when the guest returns

  Yes

  No

  N/A

• Bath amenities, terry replaced, straightened and glasses replenished

  Yes

  No

  N/A

• Vanity, sink, mirrors, cabinets and drawers are clean

  Yes

  No

  N/A

• Small appliances provided by the hotel have their cords neatly coiled and appliances are tidily arranged in a convenient location

• Toilet, tub/shower and shower curtain/ glass are clean

  Yes

  No

  N/A

• Bathroom floor is clean

  Yes

  No

  N/A

• Where a Green housekeeping option was present for sheets/towels, was it clearly stated and did employee adhere to what the guest had requested?

• Balcony/patio furniture is clean and straightened

  Yes

  No

  N/A

• Housekeeping service is cart are set and well maintained

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Housekeeper conveys a professional, tailored image

  Media

• Security precautions are taken when staff is servicing rooms

  Yes

  No

  N/A

• Guest room corridors are kept neat and organized during daily service

  Yes

  No

  N/A

Bedroom

• Entry door safety features are fully functional

  Yes

  No

  N/A

• Smoke detector functional

  Yes

  No

  N/A

• Closet Lighting meets standard

  Yes

  No

  N/A

• Hangers, Shopping Bag & Sachet meet standard; • Hangers, matching o (4) Satin o (5) Clip – wooden o (5) Bar/Regular – wooden • (1) Large, branded shopping bag, per brand artwork and specification • (1) Scented sachet

  Yes

  No

  N/A

• Valet/Laundry Amenities meet standard Closet area must minimally have: • (2) Valet/laundry bags: o (1) Plastic, per brand artwork and specification o (1) Cotton bag with drawstring ▪ States "Laundry" o It is acceptable for properties to use (2) cotton drawstring bags instead of (1) plastic and (1) cotton • (2) Valet/laundry ticket, brand identity look and feel

  Yes

  No

  N/A

• Complimentary Shoeshine and Clothes Brush Elements meet standard Shoeshine elements must minimally be/include: • Shoeshine service is complimentary • Shoeshine card, per brand artwork and specification • Shoeshine bag or box o Shoeshine bag must meet brand artwork and specification o If shoeshine box is used, it is acceptable for it to be bespoke for the guestroom • (1) Matching clothes brush and shoehorn set

  Yes

  No

  N/A

• Umbrella meets standard Umbrella must minimally be/include: • Present in guestroom for guest use o It is acceptable to have umbrella available upon request only for locations that have 15 inches (381mm) of rainfall annually o Brand artwork and specification (e.g., diamond or botanical pattern with grey outside)

  Yes

  No

  N/A

• Bathrobes and Slippers meet standard Bathrobes and Slippers meet standard The Helena Collection by Frette robes and slippers must be in use in all Guestrooms Room must minimally provide: • (2) Bathrobes o One in the closet on a hanger o One in the bathroom on a hanger o Frette 1860 for St. Regis must be used • (2) Slippers o White, closed toe with nonskid sole o In separate, nonplastic travel bag or nonplastic band/wrap o Frette slippers must be used

  Yes

  No

  N/A

• Luggage Rack meets standard Closet area must minimally have: • (2) Luggage racks, folding o It is also acceptable to have one luggage rack plus a luggage bench ▪ A bench at the foot of the bed does not count as a luggage rack

  Yes

  No

  N/A

• Live Botanical meets standard; Bedroom furnishings must minimally include: • (1) Live botanical (e.g., suckling, vase, fresh flower, plant) o Emit only neutral or faint scent o Style of vessel and botanical fits with room design/hotel genre • Must be present in additional to botanical in bathroom

• Inroom Safe meets standard

  Yes

  No

  N/A

• Glasses, Ice Bucket and Wine Opener Presentation meets standard; • Glasses o (2) Wine Glasses, stem or stemless o (2) Rocks in bedroom o (2) Rocks in bathroom o (2) Highball ▪ It is acceptable if placed with ice bucket o Same size in pairs o Not bagged/wrapped o Placed upside down on coasters, brand artwork or specification or better (e.g., marble, leather, glass, linen) ▪ It is acceptable for glasses housed in purposebuilt glass holders to not be displayed with coasters ▪ It is acceptable for glasses in bedroom placed on shelves above a wet bar area to be placed upright on coasters • Wine and bottle opener/corkscrew o It is acceptable if this is one device • (Suites): Coordinated o Ice bucket with lid o Ice tongs o Tray o It is acceptable if ice is available through Private Dining or no ice machines are on guest room floor

  Yes

  No

  N/A

• Bottled Water meets standard; Guest room must minimally provide: • (2) Complimentary water bottles o If water is St. Regis branded, must be in current brand identity and a minimum 16.9 oz/500 ml o Additional 2 complimentary bottles offered in bathroom of hotels that do not have potable water It is acceptable: • If hotels offer water for sale, in addition to the complimentary water

  Yes

  No

  N/A

• Refreshment Center Elements meet standard Refreshment Center must have: • (2) Branded coasters, per brand artwork and specification or better (e.g., Murano glass, leather, linen) o It is acceptable if coasters are placed under glasses • (2) Cocktail stirrers o As the current specification will be transitioning to a sustainable version and inventories are depleted, it is acceptable to have no logo present during this transition o Old and new specifications may not be mixed within the guestroom • (2) Cotton or linen napkins • Refreshment Center price list per brand artwork and specification

  Yes

  No

  N/A

• Refreshment Center Food and Beverage Items meet standard Refreshment center must be present and minimally contain: • Snack food items • Sparkling and still water, soft drinks and juices • Premium beer • Premium spirits

  Yes

  No

  N/A

• Refreshment Center items match price list Refreshment Center items match price list Mark NA if refreshment center is not present Refreshment Center items must be available for sale and match the price list Randomly select 2 items from the price list: • (1) Refrigerated item • (1) Room temperature item

  Yes

  No

  N/A

• Refreshment Center is clean, in good condition and wellstocked; Refreshment Center is clean, in good condition and wellstocked Mark NA if refreshment center is not present Refreshment Center must be/have: • Bottle labels facing out o Honor bar with clear front can have labels facing into the Guestroom as long as all bottles face the same way • Clean and in good condition, including menu o It is acceptable for no menu to be in place if items are complimentary • Neat and organized • No opened, used, or expired items Randomly select 2 items and verify they are unopened, unused and/or not expired

  Yes

  No

  N/A

• Television meets standard; Bedroom must minimally include (1) television: • Flat panel • Bedroom screen size: o 37 inches (93 cm) o Upon replacement January 1, 2017 or later: ▪ 55” (139.7 cm) renovation (US/CAN, CALA, EMEA, AP) ▪ 48” – 55” (121.92 cm – 139.7 cm) television replacement only (US/CAN, CALA, EUR, AP) ▪ 49” – 55” ( 124.46 cm – 139.7 cm) television replacement only (MEA) • Remote control, all in one functionality • Television must offer HDMI and USB ports Suites must have an additional flat panel television in living area, minimally: • 46 inches (116cm) o 46 55 inches (139.7 cm) upon replacement January 1, 2017 or later

  Yes

  No

  N/A

• Guest Services Directory meets standard Guest Services Directory meets standard If the Compendium is present in the room, it must minimally be: • Present, holder/binder and pages o Leather holder/binder o Pages must be brand artwork • Printed o Compendium may be available via television in addition to printed copy

  Yes

  No

  N/A

• Private Dining Menu meets standard Private Dining Menu meets standard If the Private Dining guide/menu is present in the room, it must minimally be: • Per brand artwork and specification • It is acceptable for the Private Dining guide/menu to be in an electronic form • Private Dining Guide/menu must highlight any gratuity charged Doorknob breakfast menu must be: • Present • In Brand Voice

  Yes

  No

  N/A

• Leather Blotter and Desk Accessory Box meet standard When desk is present, guestroom desk must minimally include: • Leather blotter or leather top writing surface • Business accessory box o It is acceptable to have purposebuilt drawer inserts for organization items must be neatly organized ▪ Drawer inserts with minimal separated areas is not acceptable Business accessories must minimally include: • Highlighter • Pencil o It is acceptable if pencil is located outside of accessory box • Eraser, separate from pencil • Paper clips • Binder clips • Postit notes

  Yes

  No

  N/A

• Telephones meet standard Guestroom/suite must minimally have: • (2) Telephones o (1) cordless • (2) phone lines on each phone • Preprogrammed buttons • Voicemail functionality Faceplates, if present, must minimally have: • Dialing instructions or longdistance surcharge information provided (US/CAN) o Reference to Compendium is acceptable • Room/suite number typed, or computer generated • Branded, per brand artwork and specification Telephone Pricing information: • Be present Placed in proximity to phone or in Guest Services Directory, if present o Pricing in the compendium (if present), per brand artwork and specification, OR o Telephone pricing card, per brand identity guidelines for look/feel

  Yes

  No

  N/A

• Note Pad and Pen meet standard Note Pad and Pen meet standard Every bedroom/suite must minimally have at each phone: • Note pad o In brand approved artwork and specification o Placed in leather or better note pad holders • Pen o Brand identity specification must be the white SR pen with grey wordmark

  Yes

  No

  N/A

• Reading Materials meet standards • (2) Magazines, different titles (e.g., Vanity Fair, Conde Nast) o It is not acceptable to have same title and 2 different issues (e.g., Vogue Nov and Dec) o Current (within the last 3 months)

  Yes

  No

  N/A

• Privacy Sign and Other Brand Collateral Present and meets standard; The following branded collateral items must be present and meet brand identity standards: • (4) Guest stationery (paper/envelopes) o Stationery must match envelopes o Paper must fit in envelopes • (2) Postcards • Privacy Sign o Electronic system is acceptable (brand identity not required)

  Yes

  No

  N/A

• Inroom collateral is not under glass

  Yes

  No

  N/A

• Guest Room Recycling meets brand standard; Guest room recycling must minimally include: • Recycling bin or recycling portion of split waste/recycling bin o Recycling bin/portion meets brand specification o (All brands except ED): Recycling bin/portion is labeled with the approved image(s) depicting what should be recycled (e.g., paper, glass)

  Yes

  No

  N/A

• Bible / Book of Mormon present

  Yes

  No

  N/A

• Alarm Clock/Audio System meets standard • Alarm in the off position • Battery installed for alarm clock/audio system with battery backup option • Set to correct time (within 2 minutes) • MP3 Player/iPhone docking station o It is acceptable if all features are offered in the same device o It is acceptable if clock has USB port or is Bluetooth capable

  Yes

  No

  N/A

• Easily accessed outlets are available for guests to use

  Yes

  No

  N/A

• Bedding must be presented according to brand guidelines: • No waves on duvet present • Duvet is square to bed, all sides even • Top sheet hem is right side up • (CALA, EMEA, US/CAN): Signature Zfold must be in place per global bedding guidelines Helena by Frette o (AP): It is acceptable if not using Helene by Frette linens to turn down/one fold across bed o (CALA): Frette program is to be in place at all CALA locations (current or future openings) • Top sheet and duvet are matched (lengths should be equal) • Pillows are propped and positioned evenly, smoothed of waves • Pillows are squared out to bed with opening pointing inwards • Skirt if present is hanging correctly and evenly

  Yes

  No

  N/A

• Bedding and mattress meet standard; • Mattress – St. Regis branded mattress o Verify medallion is present on mattress (oval with SR crest or SR monogram) • Mattress protector/bed pad • Bed skirt (if not platform bed or decorative bed frame) • Down duvet with duvet cover o Down duvet must include white goose down • Top and bottom sheets Mark No if tag is missing from duvet and contents cannot be verified Bed linens must meet standard specifications • The Helena Collection by Frette linen and duvet must be in use in all Guestrooms (US/CAN, CALA) • The Helena Collection by Frette linen and duvet transitioning to all Guestrooms by 12/31/2019 (EMEA) Check the following bed linens to verify that the St. Regis tag is present: • Sheets • Duvet cover • Pillowcases Tags on linen must be: • Duvet cover: o St. Regis tag must be used and be Frette for St. Regis or Frette 1860 for St. Regis (US/CAN, CALA, EMEA) o St. Regis tag must be used and may be either St. Regis crest, monogram or wordmark, Frette 1860 for St. Regis or Frette for St. Regis during transition (AP) • Sheets, pillowcases: o St. Regis tag must be used and be Frette for St. Regis or Frette 1860 for St. Regis (US/CAN, CALA, EMEA) o Frette tag or St. Regis tag with either crest, monogram or wordmark or Frette for St. Regis during transition (AP) Check sheets, duvet cover and randomly select 2 pillowcases to verify tag

  Yes

  No

  N/A

• Bedroom Condition Pillow Fold Test • Place pillow on a flat surface • Place both hands palms up, under each end of the pillow o Make sure hands are 2 inches from the end of the pillow when folding • Fold one hand on top of the other, but do not push down • Hold for a count of 3 seconds and then release by removing hands • If your pillow opens flat within 8 seconds, it will pass the test • If your pillow does not open flat within 8 seconds, it will not pass the test

  Yes

  No

  N/A

• Kitchen Utensils, Cookware and Supplies meet standards (HNLRR)

  Yes

  No

  N/A

Bathroom

• Programrequired Bath Amenities meet standard

  Yes

  No

  N/A

• Bath/Vanity Additional Amenities meet standard: Additional bathroom amenities must minimally include: • Cotton buds/pads/rounds • Emery board • Mouthwash • Shower cap

  Yes

  No

  N/A

• Bath/Vanity Additional Suite Amenities meet standard Additional suite bathroom amenities must minimally include: • Hotels that have not implemented RBA: Larger size bath products • Vanity kit (CBA properties) • If bathtub present, bath salts

  Yes

  No

  N/A

• Bath/Vanity Additional Suite Amenities meet standard: • Hotels that have not implemented RBA: Larger size bath products • If bathtub present, bath salts

  Yes

  No

  N/A

• Bath/Vanity Furnishings meet standards: • Facial tissue in a tissue box holder • Mirror makeup/shaving • Toilet paper, white (2) rolls, tipped and embossed or tipped and stickered • Waste basket o No plastic bag liners • Scale, metric and imperial display

  Yes

  No

  N/A

• Hair Dryer meets standard Sufficient wattage: o 1800 watts • Presented in dryer bag • Free standing • Black/dark color o It is acceptable to be a nonblack/dark color if it is the Harry Josh Pro 2000

  Yes

  No

  N/A

• Live Plant/Flowers meet standards Bathroom furnishings must minimally include: • (1) Bud vase with fresh flower or live plant per guestroom bathroom vanity o Powder rooms in guestroom suites are exempt from vanity bud vase/flower requirement • Emit only neutral or faint scent • Style of vessel and botanical fits with room design/hotel genre

  Yes

  No

  N/A

• Bath Terry meets standard Each full bath must minimally have: • (1) Bath rug • (3) Bath towels • (3) Face towels • (3) Hand towels • Bath mat o (1) Present by each tub and shower • (2) Bath sheets • (1) Huckback towel Towels must be: • Consistent in color • Neatly folded/rolled

  Yes

  No

  N/A

• Bath towels and washcloths are the correct brand St. Regis tag may be either St. Regis crest or monogram (STR) / wordmark (St. Regis) • Credore compliance (EUR) • Credore, Welspun, and Alina Trading compliance (MEA) St. Regis terry must be Welspun terry (US/CAN, CALA) • Diamond pattern for bath sheet and bath towel • Triple line dobby for hand towel • Single line dobby for face cloth • Inlayed squares as dobby for bath mat • Patridge eye weave for Huckback towel

  Yes

  No

  N/A

• Bath/vanity additional amenities present and meet standards  (1) Bath brush or loofah  (1) Bath caddy is in place, with amenities displayed, if bath rub present  (1) Amenity tray for vanity  (2) Cotton swabs/tips, logo'd  (2) Cotton balls/pads  Cotton pads and cotton swabs in a high quality container o It is acceptable for the cotton pads to be in the same packaging  (1) Emery board, logo'd  (1) Shower cap, logo'd  (1) Mending kit, logo'd  Logo'd items must have the St. Regis monogram

  Yes

  No

  N/A

• Total False

  Yes

  No

  N/A

• Total True

  Yes

  No

  N/A

• Employee being Audited:

Housekeeping Turndown

• Turndown service is provided on time

  Date

• If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/ digital communication left on the telephone?

  Yes

  No

  N/A

• Bed turndown meets standards : bed linens and pillows

  Yes

  No

  N/A

• Bottled water and glassware are placed at bedside

  Yes

  No

  N/A

• television remote control placed on bedside table

  Yes

  No

  N/A

• Turndown Amenities meet standards and brand specifications

  Yes

  No

  N/A

• Guestroom is set to an evening ambiance: curtains/ shutters closed | lights adjusted | soft music

  Yes

  No

  N/A

• Soft music adds to the ambiance or scenography specific environmental ambiance programming

  Yes

  No

  N/A

• Guestroom living area receives second service

  Yes

  No

  N/A

• Guest belongings have been straightened

  Yes

  No

  N/A

• Guestroom living area receives second service

  Yes

  No

  N/A

• Bathroom receives second cleaning

  Yes

  No

  N/A

• Bathroom products are refreshed

  Yes

  No

  N/A

• Bathroom receives second cleaning

  Yes

  No

  N/A

Laundry

• Complimentary Pressing Service available

  Yes

  No

  N/A

• Laundry service is available seven days a week

  Yes

  No

  N/A

• Telephone Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Butler/Butler Service Desk is available to take calls for pressing service

  Yes

  No

  N/A

• Telephone Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Pick Up/Delivery Warm welcome/greeting provided

  Yes

  No

  N/A

• Pickup/Delivery Guest name used during the experience, when known

  Yes

  No

  N/A

• Pickup/Delivery Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Pickup/Delivery Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Butler conveys a professional, tailored image

  Yes

  No

  N/A

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Butler follows the correct procedures for picking up pressing

  Yes

  No

  N/A

• Butler follows correct procedures for dropping off pressing

  Yes

  No

  N/A

• Pressing is presented professionally

  Yes

  No

  N/A

• Butler leaves handwritten note when delivering pressing

  Yes

  No

  N/A

• Butler is knowledgeable and confident

  Yes

  No

  N/A

• Butler delivered personalized service during interaction

  Yes

  No

  N/A

• Butler thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Butler provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

• Butler owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Pickup/Delivery Further assistance offered to the guest

  Yes

  No

  N/A

• Pickup/Delivery Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• All ordered items are accurately served

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• Total False

  Yes

  No

  N/A

Public Areas

• Porte Cochere and bell carts are clean

  Yes

  No

  N/A

• Porte Cochere and bell carts are in good condition

  Yes

  No

  N/A

• Lobby area meets standard

  Yes

  No

  N/A

• Lobby Music meets standard

  Yes

  No

  N/A

• Brand scent was evident in the lobby

  Yes

  No

  N/A

• Florals and botanicals meet standards

  Yes

  No

  N/A

• Front Desk is a welcoming point that emphasizes a sense of arrival

  Yes

  No

  N/A

• Lobby Concierge desk meets standard

  Yes

  No

  N/A

• Joggers' station meets standard

  Yes

  No

  N/A

• Newspapers are available for guests

  Yes

  No

  N/A

• Ritz Kids Checkin is in place

  Yes

  No

  N/A

• Main Entry/Vestibule Cleanliness General

  Yes

  No

  N/A

• Lobby Condition Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Was there adequate, clearly visible good quality signage?

  Yes

  No

  N/A

• Was employee presence in managing large groups evident and effective to minimize disruption to other guests in the hotel (e.g. employee directional assistance, signage, alternative group checkin area etc.)?

  Yes

  No

  N/A

• Elevator landing telephone faceplates and programming meet standards

  Yes

  No

  N/A

• Elevators Cleanliness General

  Yes

  No

  N/A

• Elevators Condition General

  Yes

  No

  N/A

• Corridors/Stairways Cleanliness Floor

  Yes

  No

  N/A

• Corridors/Stairways Condition Floor

  Yes

  No

  N/A

• Corridors/Stairways Cleanliness Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Corridors/Stairways Condition Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Corridors/Stairways Cleanliness Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Corridors/Stairways Condition Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Public Restrooms meet standards

  Yes

  No

  N/A

• Public Restroom live botanicals meet standards

  Yes

  No

  N/A

• Public Restrooms Cleanliness Floor

  Yes

  No

  N/A

• Public Restrooms Condition Floor

  Yes

  No

  N/A

• Public Restrooms Cleanliness Walls/Doors/Ceiling/Vents/Lighting/Partitions

  Yes

  No

  N/A

• Public Restrooms Condition Walls/Doors/Ceiling/Vents/Lighting/Partitions

  Yes

  No

  N/A

• Public Restrooms Cleanliness Toilets/Urinals

  Yes

  No

  N/A

• Public Restrooms Condition Toilets/Urinals

  Yes

  No

  N/A

• Public Restrooms Cleanliness Sinks/Vanity/Mirrors

  Yes

  No

  N/A

• Public Restrooms Condition Sinks/Vanity/Mirrors

  Yes

  No

  N/A

• Public Restrooms Cleanliness Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Public Restrooms Condition Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• All staff encountered are wearing clean and wellfitted uniforms

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology

  Yes

  No

  N/A

Bar Lounge

• Daily evening ritual meets standard Brand Ritual

  Yes

  No

  N/A

• Evening Ritual: Staff engaged guests and created celebratory environment

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Server/Bartender greeting and order taking meets standards

  Yes

  No

  N/A

• Server/Bartender conveys a professional, tailored image

  Yes

  No

  N/A

• Server/Bartender Greeting and Order Taking meets standard

  Yes

  No

  N/A

• Table is appropriately set and reset

  Yes

  No

  N/A

• Lounge provides warm relaxing ambiance

  Yes

  No

  N/A

• Lounge table provides a luxurious ambiance

  Yes

  No

  N/A

• Lounge/Bar menu meet standards

  Yes

  No

  N/A

• Wine list/menu meets standards and wine by the glass service includes demonstration of the label and pouring at the table

  Yes

  No

  N/A

• Menu offered to within 5 minutes of seating, or within 5 minutes of presenting a menu

  Yes

  No

  N/A

• Afternoon Tea is offered and listed on menu Brand Ritual

  Yes

  No

  N/A

• Did the waiter automatically offer a minimum of two varieties of snacks, and in the case of shelled nuts or olives, was a pit bowl provided?

  Yes

  No

  N/A

• Server/Bartender is knowledgeable and provides recommendations

  Yes

  No

  N/A

• Server/Bartender suggestively rightsells beverage brand

  Yes

  No

  N/A

• Beverage was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Beverages are served at appropriate temperatures

  Yes

  No

  N/A

• Beverage is delivered in a timely fashion

  Yes

  No

  N/A

• Beverage is delivered according to standard

  Yes

  No

  N/A

• Savory snacks are presented to guest

  Yes

  No

  N/A

• Server/Bartender confirms satisfaction and offers refill within 1 minute of glass 2/3 empty

  Yes

  No

  N/A

• Dishes cleared within 5 minutes of guests finishing their meals at a table and 3 min at the bar

  Yes

  No

  N/A

• Lounge/Bar food quality meets standard

  Yes

  No

  N/A

• Server/Bartender properly presents the check

  Yes

  No

  N/A

• Server/Bartender owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server/Bartender uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server/Bartender does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server/Bartender is knowledgeable and confident

  Yes

  No

  N/A

• Server/Bartender delivered personalized service during interaction

  Yes

  No

  N/A

• Server/Bartender thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server/Bartender provides a professional persona

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Server/Bartender uses appropriate verbiage and shows genuine care and interest

  Yes

  No

  N/A

• Lounge Cleanliness Floor

  Yes

  No

  N/A

• Lounge Condition Floor

  Yes

  No

  N/A

• Lounge Cleanliness Walls, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Lounge Condition Walls, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Lounge Cleanliness Furniture, Equipment, Décor Items

  Yes

  No

  N/A

• Lounge Condition Furniture, Equipment, Décor Items

  Yes

  No

  N/A

Restaurant Reservation

• Telephone Etiquette meets Standard: Answer |Greeting | Hold | CallBack | Avoid dead space | Tone of Voice

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Agent asks all required questions to meet standard Date | Time | Number of guests

  Yes

  No

  N/A

• Agent inquires about special occasion, preferences , dietary restrictions

  Yes

  No

  N/A

• Did Agent promote the hotel's services/ outlets prior to suggesting outside alternatives?

  Yes

  No

  N/A

• Did the Agent follow up with suggestions/ recommendations/ local expertise to ensure guest's satisfaction?

  Yes

  No

  N/A

• Agent confirms information

  Yes

  No

  N/A

• Did the Agent offer accurate directions and/or transport options along with expected travel time?

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Was a digital / printed confirmation offered?

  Yes

  No

  N/A

• Staff responds to or confirms inhouse requests within two hours

  Yes

  No

  N/A

• Staff responds to or confirms prearrival requests within 24 hours

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Agent uses appropriate verbiage and shows genuine concern for the guest

  Yes

  No

  N/A

• Agent is knowledgeable and confident

  Yes

  No

  N/A

• Agent delivered personalized service during interaction

  Yes

  No

  N/A

• Agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

Breakfast Restaurant

• Host/Hostess If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Host/Hostess Warm welcome/greeting provided

  Yes

  No

  N/A

• Host/Hostess Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host/Hostess conveys a professional, tailored image

  Yes

  No

  N/A

• Host/Hostess Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Host/Hostess seating procedure meets standard  Escort the guest to their table o It is acceptable if the escort is provided by a server or manager as well o If guests wait for table, inconvenience is acknowledged  Ensure table is set up with appropriate place settings o Correct number of place settings for guests at table (e.g. removing extra place settings if needed) o It is acceptable if another host/hostess provides these services (e.g. server attendant)  Pull chair(s) out o Head of table first (AP, MEA)  Provide menus to guests, if applicable o Ladies first (US/CAN, CALA, EUR) o Head of table first (AP, MEA)

  Yes

  No

  N/A

• Host/Hostess uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Host/Hostess is knowledgeable and confident

  Yes

  No

  N/A

• Host/Hostess delivered personalized service during interaction

  Yes

  No

  N/A

• Host/Hostess thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Host/Hostess provides a professional persona

  Yes

  No

  N/A

• Host/Hostess Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Server Warm welcome/greeting provided

  Yes

  No

  N/A

• Server Guest name used during the experience, when known

  Yes

  No

  N/A

• Server Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server conveys a professional, tailored image

  Yes

  No

  N/A

• Server Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Restaurant provides an enjoyable ambiance

  Yes

  No

  N/A

• Table is appropriately set and reset  Be clean and in good condition  Bud vase/arrangement is neat, fresh and presentable (optional)  Flatware free of tarnish/wear  Linens neat (if applicable)  Napkins pressed allcotton or linen o It is acceptable for outdoor restaurants to use a different type of napkin o Paper napkins are not acceptable  Salt and pepper shakers are present o It is acceptable if salt and pepper are served/offered o It is acceptable to not offer salt and/or pepper if the restaurant concept is a cuisine that does not utilize salt and pepper (e.g. Japanese, Chinese)

  Yes

  No

  N/A

• Restaurant menu meets standards  Be clean and in good condition  Offer at least 2 healthy options  Contain signature food and beverage offerings o Signature item(s) must be identified on the menu (e.g. by formatting, item name) or verbally explained by the server o Daily special(s) are not acceptable for signature item(s)  It is acceptable for buffet restaurants to not have printed menus

  Yes

  No

  N/A

• Server is knowledgeable about menus and provides recommendations

  Yes

  No

  N/A

• Order taking meets standard  Take order first from: o Ladies (US/CAN, CALA, EUR) o Head of table or host of party (AP, MEA)  Repeat order back to guest to ensure accuracy  React graciously and accommodatingly if the guest asks for something off menu or a special preparation

  Yes

  No

  N/A

• Food and beverage service must be provided in a timely fashion  Service is not delayed or rushed: o Server must approach table within 1 minute after being seated  It is acceptable if a supporting staff member provides the initial greeting after seating o All courses must be delivered in order and not overlap each other o Soiled plates must be removed within 2 minutes after all guests at table have completed their course  Serving causes little disruption to guest o Auctioning of food is not acceptable (e.g. asking which guest ordered which item)

  Yes

  No

  N/A

• Food and beverage must be provided in a timely fashion  Full buffet restaurants: only beverage and check timing standards apply Breakfast:  Beverages including Coffee (nonspecialty), tea and/or juice are served within 1 minute of ordering o Other beverages served within 3 minutes of order o Coffee service includes pouring first cup and placing small pot on table  Entree brought within 10 minutes unless a longer preparation time has been advised at the time of order  Drinks refilled within 1 minute of being fully empty

  Yes

  No

  N/A

• Cold beverages and juices meet standards A choice of juices are offered:  At least two must be fresh or distinctive Cold beverages other than juices must be served, at time of delivery, with:  Fresh garnish on rim of glass for mixed drinks

  Yes

  No

  N/A

• Coffee and specialty coffee presentation meets standard Coffee Service  Server must ask for guest's preference of accompaniments (i.e. sugar, milk, cream) o It is acceptable for the accompaniments to be preset on the table at buffet only restaurants  Requested accompaniments must be delivered at or before time of delivery Espresso/espresso type beverages  Must be available upon request  Must be served in appropriate cup and silverware  Must be presented with sugar and/or sweeteners at or before time of delivery o It is acceptable for sugar/sweeteners to be presented in other than caddie/container

  Yes

  No

  N/A

• Hot tea presentation meets standards Tea:  If served loose: o Brewed in a pot o Strainer provided  It is acceptable if strainer is built into the pot  If served tea bags o At least 2 tea bags o Served with a pot of hot water  China pot or insulated pot specifically for tea service  Server must ask if guest prefers honey and lemon or milk (optional AP, EUR, MEA)  Requested accompaniments must be delivered at or before time of delivery

  Yes

  No

  N/A

• Server exemplifies tenets of luxury dining  Courses simultaneously brought to table for all guests o Ladies served first (US/CAN, CALA, EUR) o Head of table first (AP, MEA) o Food delivered to correct person without asking (e.g. asking which guest ordered which item)  Courses were not cleared before finished or without asking if finished  Cutlery replaced as needed (e.g. for buffet)  Napkin refolded when guests are away from the table  The level of interest in service remains constant and positive throughout the meal

  Yes

  No

  N/A

• Server provides additional luxury service elements  Server asks if food satisfactory at every course and takes corrective action if needed  Glasses were not lifted from table to pour unless there is a physical barrier  Repeat back beverage type when offering to refresh beverage (e.g. "Would you like another Absolut Espresso Martini?", "Certainly, I would be happy to bring you another Mondavi chardonnay")  Food and beverage served from right, unless not accessible o Food not served over guest's shoulder, but from the side  Plates are cleared from right, unless not accessible  Sauces and passed items are served from left, if applicable  Children are provided with an appropriate drop snack prior to bringing meal (i.e. apple slices)

  Yes

  No

  N/A

• A la carte food is designed to be visually appealing

  Yes

  No

  N/A

• Food was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Beverage was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Buffets have adequate food availability and visual appeal

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• Server uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Server does not decline a request without offering alternatives

  Yes

  No

  N/A

• Server is knowledgeable and confident

  Yes

  No

  N/A

• Server delivered personalized service during interaction

  Yes

  No

  N/A

• Server thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server provides a professional persona

  Yes

  No

  N/A

• Service was collaborated seamlessly amongst departments, ensuring services/assistance was professional

  Yes

  No

  N/A

Buffet

• Did an employee offer a buffet orientation on the guest’s first visit to the restaurant?

  Yes

  No

  N/A

• Buffets have adequate food availability and visual appeal

  Yes

  No

  N/A

• all appropriate dishes are clearly and elegantly labeled

  Yes

  No

  N/A

• Includes at least two high quality healthconscious beverages

  Yes

  No

  N/A

• Include a variety of nutritionally focusses options consider dietary restrictions

  Yes

  No

  N/A

• the traffic flow is convenient. There are ample dishes and utensils for selfservice

  Yes

  No

  N/A

• the appearance is exceptionally hygienic

  Yes

  No

  N/A

• the food is wellstocked, fresh and appetizing in overall appearance. There are not any dishes more than onequarter empty and there are not any juice pitchers more than half empty

  Yes

  No

  N/A

• there is an a la minute option for individual preparation of egg dishes and/or other hot foods

  Yes

  No

  N/A

• Was a chef present behind the buffet at all times (where a working station was present)?

  Yes

  No

  N/A

• In the case of hot foods did the chef present a clean warm plate?

  Yes

  No

  N/A

• Was bread served at the table or available on the buffet?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Restaurant Dinner

• Host/Hostess If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Host/Hostess Warm welcome/greeting provided

  Yes

  No

  N/A

• Host/Hostess Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host/Hostess conveys a professional, tailored image

  Media

• Host/Hostess Brand Pride Pin is worn and meets standard

  Yes

  No

  N/A

• Host/Hostess confirms reservation

  Yes

  No

  N/A

• Host/Hostess greeting meets standard

  Yes

  No

  N/A

• Host/Hostess seating procedure meets standard

  Yes

  No

  N/A

• Host/Hostess uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Host/Hostess is knowledgeable and confident

  Yes

  No

  N/A

• Host/Hostess delivered personalized service during interaction

  Yes

  No

  N/A

• Host/Hostess provides a professional persona

  Yes

  No

  N/A

• Host/Hostess Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Host/Hostess thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Server Warm welcome/greeting provided

  Yes

  No

  N/A

• Server Guest name used during the experience, when known

  Yes

  No

  N/A

• Server Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Server Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server conveys a professional, tailored image

  Media

• Restaurant provides an enjoyable ambiance

  Yes

  No

  N/A

• Table is appropriately set and reset

  Yes

  No

  N/A

• Initial water service meets standard

  Yes

  No

  N/A

• Restaurant menu meets standards

  Yes

  No

  N/A

• Server is knowledgeable about menus and uses suggestive selling

  Yes

  No

  N/A

• Server is knowledgeable and provides recommendations

  Yes

  No

  N/A

• Order taking meets standard

  Yes

  No

  N/A

• Initial food and beverage offer meets standard

  Yes

  No

  N/A

• Service must be provided in a timely fashion

  Yes

  No

  N/A

• Food and beverage must be provided in a timely fashion

  Yes

  No

  N/A

• Coffee and specialty coffee presentation meets standard

  Yes

  No

  N/A

• Hot tea presentation meets standards

  Yes

  No

  N/A

• Cold beverages meet standards

  Yes

  No

  N/A

• Iced tea presentation meets standards

  Yes

  No

  N/A

• Wine service meet standards

  Yes

  No

  N/A

• Server provides exceptional service

  Yes

  No

  N/A

• Server exemplifies tenets of luxury dining

  Yes

  No

  N/A

• Server provides additional luxury service elements

  Yes

  No

  N/A

• Server clears courses according to standards

  Yes

  No

  N/A

• Food is designed to be visually appealing

  Yes

  No

  N/A

• Food was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Beverage was properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Buffets have adequate food availability and visual appeal

  Yes

  No

  N/A

• Total False

  Yes

  No

  N/A

Private Dinning

• InRoom Dining offered 24/7 and meets standard

  Yes

  No

  N/A

• Telephone Etiquette meets Standard: Answer |Greeting | Hold | CallBack | Avoid dead space | Tone of Voice

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• InRoom Dining order properly taken • Ask how many in party • Inform guest of the specials and/or house specialties, if applicable • Quote estimated delivery time • Repeat back complete order to guest, including any special requests and condiments mentioned by guest

  Yes

  No

  N/A

• Order taker is knowledgeable and provides recommendations suggest additional items

  Yes

  No

  N/A

• Telephone Order taker informs guest of gratuity (CALA, EMEA, US/CAN)

  Yes

  No

  N/A

• Further assistance offered to guest

  Yes

  No

  N/A

• Warm and sincere closing offered, and appreciation demonstrated

  Yes

  No

  N/A

• InRoom Dining Ritz Kids Menu meets standard Include items made with organic, hormonefree, preservativefree ingredients o These items must be designated on the menu • Include a minimum of one (1) glutenfree item • Have a flatprice including entree and beverage o Must note that children under 2 eat free • Have five (5) healthy options • Not list soda/soft drinks in the children's section

  Yes

  No

  N/A

• Menu includes at least two high quality healthconscious beverages

  Yes

  No

  N/A

• Menu offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• InRoom/InRoom Dining delivered on time

  Date

• Room delivery announcement meets standard

  Yes

  No

  N/A

• Server is visible from door viewer

  Yes

  No

  N/A

• Server follows correct procedures for entering guestroom

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server conveys a professional, tailored image

  Media

• Server creates dining ambiance

  Yes

  No

  N/A

• InRoom Dining service meets standard

  Yes

  No

  N/A

• InRoom Dining order delivered as ordered and complete

  Yes

  No

  N/A

• Server presents bottled wine before serving

  Yes

  No

  N/A

• InRoom Dining table setting meets standard

  Yes

  No

  N/A

• InRoom Dining table is set properly

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Food and beverages were properly prepared and met guest expectations for taste

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; frozen items are firm at the time of consumption

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Cooking is executed properly and as requested

  Yes

  No

  N/A

• All ordered items are accurately served

  Yes

  No

  N/A

• Tray pickup procedure explained

  Yes

  No

  N/A

• Server properly presents the check

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• Server owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Tray Removal meets standard

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Total False

  Yes

  No

  N/A

• Total True

  Yes

  No

  N/A

Pool & Beach

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Three Steps of Service implemented

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Pool/ Beach Attendant assists with guest's needs

  Yes

  No

  N/A

• Pool/ Beach Attendant must offer timely service

  Yes

  No

  N/A

• The arriving guest is escorted to a chair, and setup assistance is provided or offered

  Yes

  No

  N/A

• The guest is completely comfortable. There is adequate space and privacy

  Yes

  No

  N/A

• The pool setting is distinctive and promotes a sense of place

  Yes

  No

  N/A

• Area provides adequate sun protection measures, including shade options and sun protection products

• Pool/ Beach Attendant offers complimentary amenity or service once per hour

  Yes

  No

  N/A

• Towels easily accessible and meet standard

  Yes

  No

  N/A

• The Pool/ Beach deck/beach exhibits a wellorganized and professional appearance; vacated loungers and used serviceware are swiftly cleared

  Yes

  No

  N/A

• All conditions around the Pool and beach area are clean and completely hygenic

  Yes

  No

  N/A

• Restrooms are located within the pool/beach area

• Was a separate shower provided at pool and/or beach?

  Yes

  No

  N/A

• Pool/ Beach Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Attendant is knowledgeable and confident

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

• Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Attendant owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Dining and/or Beverage is available and meets standard

  Yes

  No

  N/A

• Dining and/or Beverage must offer timely service

  Yes

  No

  N/A

• Dining and/or Beverage uses nonbreakable service/table ware

  Yes

  No

  N/A

• menu is available and offers an exceptional variety of food and beverages

  Yes

  No

  N/A

• All ordered items are fresh, flavorful and properly prepared

  Yes

  No

  N/A

• All ordered items are accurately served

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• Pool/ Beach Area Cleanliness Floor/Deck

  Yes

  No

  N/A

• Pool/ Beach Area Condition Floor/Deck

  Yes

  No

  N/A

• Pool/ Beach Area Cleanliness Walls, Fencing, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Pool/ Beach Area Condition Walls, Fencing, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Pool/ Beach Area Cleanliness Furniture, Equipment, Décor Items

  Yes

  No

  N/A

• Pool/ Beach Area Condition Furniture, Equipment, Décor Items

  Yes

  No

  N/A

• Pool/Whirlpool Cleanliness (interior surfaces)

  Yes

  No

  N/A

• Pool/Whirlpool Condition (interior surfaces)

  Yes

  No

  N/A

• Tray Removal meets standard

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Total True

  Yes

  No

  N/A

Fitness

• Fitness Center meets minimum hours of operation

  Yes

  No

  N/A

• Fitness Center available complimentary for all guests

  Yes

  No

  N/A

• The facility provides a fresh and comfortable workout environment

  Yes

  No

  N/A

• odor free and the room temperature at a comfortable level

  Yes

  No

  N/A

• Fitness Center background music is provided

  Yes

  No

  N/A

• Sufficient lighting provided

  Yes

  No

  N/A

• Fitness Center amenities meet standard : clock | disposable earbuds | water station | towel display | sanitizing wipes | trash cans

  Yes

  No

  N/A

• Chilled face towels are provided

  Yes

  No

  N/A

• Fitness Center television is present and meets standard

  Yes

  No

  N/A

• Cardio and strength equipment must meet standard: types | amounts | vendor meets standard

  Yes

  No

  N/A

• Equipment not crowded or cluttered and display good cord management

  Yes

  No

  N/A

• The facility offers ample open floor space, allowing the guest sufficient room to themselves when using all equipment

  Yes

  No

  N/A

• Fitness Center signage meets brand identity standards

  Yes

  No

  N/A

• Fitness Center changing room amenities meet standard

  Yes

  No

  N/A

• Restrooms are conveniently located in or near the fitness center

  Yes

  No

  N/A

• Availability of personal training or fitness classes, whether virtual or in person, is made known

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Attendant provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Wellgroomed and professional, wearing a uniform

  Yes

  No

  N/A

• Concierge conveys a professional, tailored image

  Media

• Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

  Yes

  No

  N/A

• Personalized service delivered during interaction

  Yes

  No

  N/A

• Server thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Professional persona provided

  Yes

  No

  N/A

• Attendant owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Attendant anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Fitness Center changing rooms are clean

  Yes

  No

  N/A

• Fitness Center changing rooms are in good condition

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness Floor

  Yes

  No

  N/A

• Fitness Center/Exercise Room Condition Floor

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness Walls/Doors/Ceiling/Vents/Lighting/Wind ows/Treatments

  Yes

  No

  N/A

• Fitness Center/Exercise Room Condition Walls/Doors/Ceiling/Vents/Lighting/Wind ows/Treatments

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Fitness Center/Exercise Room Condition Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Tray Removal meets standard

  Yes

  No

  N/A

• Rate Emotional Engagement with interaction

  Yes

  No

  N/A

• Total False

  Yes

  No

  N/A

• Total True

  Yes

  No

  N/A