Penta War Mystery Shopper

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Front Office

Check In

• Is the guest acknowledged within 10 seconds of arrival?

  Yes

  No

  N/A

• Is the reservation located immediately?

  Yes

  No

  N/A

• Does the complete check-in take no more than 5 minutes?

  Yes

  No

  N/A

• Is the guest greeted in a warm and friendly manner?

  Yes

  No

  N/A

• Does the employee ascertain guests name and use it at least once during the conversation?

  Yes

  No

  N/A

• Is the departure date confirmed?

  Yes

  No

  N/A

• Does the employee wish the guest a pleasant stay?

  Yes

  No

  N/A

• Is the way to the lift or to the rooms explained?

  Yes

  No

  N/A

• Is the guest automatically offered a smoking or non smoking room (if applicable and not ascertained during the reservation)?

  Yes

  No

  N/A

• Does the employee offer to make a dinner reservation?

  Yes

  No

  N/A

• Is room number disclosed discretely to the guest?

  Yes

  No

  N/A

• Does the employee ask the guest for the billing address?

  Yes

  No

  N/A

• Does the employee clarify the method of payment (cash, invoice, credit card)?

  Yes

  No

  N/A

• Does the employee ask for the credit card details if no credit card details are recorded?

  Yes

  No

  N/A

• Is a deposit required (min €50), if no credit card is available?

  Yes

  No

  N/A

• Is the guest asked, if he had stayed at the hotel before?

  Yes

  No

  N/A

• Is the guest informed about breakfast hours?

  Yes

  No

  N/A

• Does the guest receive further information of all services included? (Water, wifi access free of charge)?

  Yes

  No

  N/A

• Is the guest informed about the opening hours of the restaurant?

  Yes

  No

  N/A

Employee handling check-in

• Does the employee respect guests presence when interacting with other colleagues or executing other tasks?

  Yes

  No

  N/A

• Is the employee dressed in a complete uniform which is clean and pressed (jeans, penta-chemise, black shoes)?

  Yes

  No

  N/A

• Are all employees well groomed?

  Yes

  No

  N/A

• Do employees also communicate by eye contact with the guests?

  Yes

  No

  N/A

• Does the employee smile and is friendly?

  Yes

  No

  N/A

• The employee is helpful and demonstrates a positive service attitude?

  Yes

  No

  N/A

• The employees language is clear and understandable?

  Yes

  No

  N/A

• Does the employee appear natural?

  Yes

  No

  N/A

• Does the employee appear frank and emphatic?

  Yes

  No

  N/A

• Is it recognisable that the employees of the lounge help each other and support other departments as well?

  Yes

  No

  N/A

Registration card

• Is a registration card provided at all?

  Yes

  No

  N/A

• Is the registration card prepared in advance with all information given at the time of reservation included (last name, first name)?

  Yes

  No

  N/A

• Is all information correctly entered on guests registration card?

  Yes

  No

  N/A

• Is the guest presented with a hotel pen to complete any outstanding details on registration card?

  Yes

  No

  N/A

Room availability upon arrival

• Is the room available by 3pm latest?

  Yes

  No

  N/A

• Is the room type reserved actually available and allocated (category, smoker/non-smoker, view)?

  Yes

  No

  N/A

• If the guest has to wait until after 3 pm for their room does the employee offer to take care of luggage?

  Yes

  No

  N/A

• If the guest accommodated within 30 minutes, if no room is available upon arrival?

  Yes

  No

  N/A

Restaurant recommendations

• Is the in-house Pentalounge offered first?

  Yes

  No

  N/A

• Are F&B promotions mentioned (if applicable)?

  Yes

  No

  N/A

• Is the employee able to recommend external restaurants as well?

  Yes

  No

  N/A

Key or keycard systems

• Is the key card or key card holder in good and clean condition?

  Yes

  No

  N/A

• Are key cards handed over in a key card holder and he room number noted?

  Yes

  No

  N/A

Reception desk

• Is the reception desk clean and tidy?

  Yes

  No

  N/A

• Is the area behind the reception desk free of clutter?

  Yes

  No

  N/A

• Is the reception area always staffed throughout 24 hours?

  Yes

  No

  N/A

Message handling during the stay

• If the guest is not contactable, dos the employee offer to take a message?

  Yes

  No

  N/A

• When taking the message, is the callers name and telephone number repeatedly?

  Yes

  No

  N/A

• Is a note made of who took the message and at what time?

  Yes

  No

  N/A

• Are messages complete and correct?

  Yes

  No

  N/A

• Is the messages, or a note that a message has been received, sent to the guests room right away?

  Yes

  No

  N/A

Wake up call - taking the order

• When a call is placed to reception after 6pm, is the telephone answered within 3 rings?

  Yes

  No

  N/A

• Is the guests name and room number requested for wake-up call?

  Yes

  No

  N/A

• Are the details repeated to ensure accuracy?

  Yes

  No

  N/A

• Is the guest wished a "good night" or similar?

  Yes

  No

  N/A

• Is the employee friendly?

  Yes

  No

  N/A

Wake up call - manual

• Is the wake up call carried out in time?

  Yes

  No

  N/A

• Does the wording of wake up include a "good morning" and the time?

  Yes

  No

  N/A

• Does the employee exhibit friendliness during the wake-up call?

  Yes

  No

  N/A

Complaint handling

• Is the complaint handling competent and efficient?

  Yes

  No

  N/A

• Does the employee apologise to the guest for any inconveniences?

  Yes

  No

  N/A

• Does the employee not blame any other departments for service suppliers

  Yes

  No

  N/A

• Does the employee attempt to find a solution?

  Yes

  No

  N/A

Knowledge of hotel, region and transportation

• Can the employee assist with any request regarding public transportation

  Yes

  No

  N/A

• Is the employee aware of the special offers available at the hotel?

  Yes

  No

  N/A

• Can the employee assist with recommendations in the city or region (jogging routes should be requested, museums, sight seeing, etc)

  Yes

  No

  N/A

• Is it possible to get a local city map and/or sightseeing information free of charge on request?

  Yes

  No

  N/A

News stand, newspaper and magazines

• Are there at least 3 newspapers and 3 magazines available?

  Yes

  No

  N/A

• Is one of the newspapers in English?

  Yes

  No

  N/A

• Is a major local newspaper available?

  Yes

  No

  N/A

Additional services

• Are the basic toiletries available, at least for one night (toothbrush, toothpaste, shaving sets, etc)?

  Yes

  No

  N/A

• Are adapters available (for foreign electronic systems)

  Yes

  No

  N/A

• Are safe deposit facilities available?

  Yes

  No

  N/A

Luggage storing services

• Is luggage storage possible?

  Yes

  No

  N/A

• Are all pieces of luggage identified with a luggage tag?

  Yes

  No

  N/A

• Is assistance with luggage handling offered?

  Yes

  No

  N/A

Pentalounge (front office area)

• Are the tables in the Pentalounge clean and in good condition?

  Yes

  No

  N/A

• Are drinks available in the Pentalounge on request?

  Yes

  No

  N/A

• Is there background music playing in the Pentalounge?

  Yes

  No

  N/A

• Is an info box with brochures and information about the hotel and the surrounding area available and is the info box in good condition?

  Yes

  No

  N/A

Internet-connected PC in public area

• Is there a workstation with an Internet-connected PC available?

  Yes

  No

  N/A

• Is the Internet connection functioning?

  Yes

  No

  N/A

• Does an employee explain the procedure on request?

  Yes

  No

  N/A

• Is the workstation clean and tidy?

  Yes

  No

  N/A

Currency exchange

• Is currency exchange possible for US dollar and British Pounds

  Yes

  No

  N/A

Security and discretion

• It is not possible to get a duplicate keys without proper identification?

  Yes

  No

  N/A

• It is not possible to get the name and/or room number of another guest?

  Yes

  No

  N/A

Check-out

• Is the guest acknowledged within 10 seconds of approaching the front desk?

  Yes

  No

  N/A

• Does a complete check-out take no more than 5 minutes

  Yes

  No

  N/A

• Are the guests greeted in a warm and friendly manner?

  Yes

  No

  N/A

• Does employee ascertain guests name and used it at least once during the conversation?

  Yes

  No

  N/A

• Does the employee complete transactions in a quick and efficient manner?

  Yes

  No

  N/A

• Does the employee verify guests room number and/or name?

  Yes

  No

  N/A

• Does the employee complete transactions in a quick and efficient manner?

  Yes

  No

  N/A

• Does the employee ask at any point if the guest had an enjoyable stay?

  Yes

  No

  N/A

• Does the employee offer an invitation to return?

  Yes

  No

  N/A

Accounting

• Does the employee verify any last minute charges (I.e. Garage, breakfast)?

  Yes

  No

  N/A

• Does the employee clarify the method of payment?

  Yes

  No

  N/A

• Does the employee verify the items with the guest before printing the bill?

  Yes

  No

  N/A

• Is the bill clearly itemised?

  Yes

  No

  N/A

• Is the employee able to provide all receipts upon request?

  Yes

  No

  N/A

• Is the bill accurate and complete?

  Yes

  No

  N/A

• Does the employee offer to staple the credit card slip to the bill?

  Yes

  No

  N/A

• If guest is settling by credit card is a hotel pen offered?

  Yes

  No

  N/A

• Does the hotel accept all major credit cards (Amex, Visa, MasterCard, Diners)?

  Yes

  No

  N/A

• Does the employee verify/compare name and signature on the credit card?

  Yes

  No

  N/A

Employee handling check-out

• Do the employees respect guests presence when interacting with other colleagues or executing other tasks?

  Yes

  No

  N/A

• Is the employee dressed in a clean, pressed and complete uniform (penta-shirt, jeans, black shoes)?

  Yes

  No

  N/A

• Are all employees well groomed?

  Yes

  No

  N/A

• Do employees also communicate by eye contact with the guests?

  Yes

  No

  N/A

• Does the employee smile and is friendly?

  Yes

  No

  N/A

• Is the employee helpful and demonstrates a positive service attitude?

  Yes

  No

  N/A

• Is the employees language clear and understandable?

  Yes

  No

  N/A

• Is it recognisable that the employees of the lounge help each other and support other departments as well?

  Yes

  No

  N/A

• Does the employee appear natural?

  Yes

  No

  N/A

• Does the employee appear frank and emphatic?

  Yes

  No

  N/A

Guestroom

Employees behaviour

• Are the guests greeted by employees working on the floor?

  Yes

  No

  N/A

• Are all employees well groomed?

  Yes

  No

  N/A

• Does the employee appear frank and emphatic?

  Yes

  No

  N/A

First impression of the room

• Is the first impression of the room a positive one?

  Yes

  No

  N/A

• Is the lighting pleasant (master switch activates two additional lights (entrance and room)?

  Yes

  No

  N/A

Temperature and climate

• Is the room well ventilated?

  Yes

  No

  N/A

• Is the room temperature pleasant?

  Yes

  No

  N/A

Luggage rack

• Is a luggage rack available?

  Yes

  No

  N/A

• If a luggage rack is available, is it stable and in good condition?

  Yes

  No

  N/A

Carpet

• Is the carpet free of stains and in a good condition?

  Yes

  No

  N/A

• Is the carpet freshly vacuumed?

  Yes

  No

  N/A

Walls/wallpaper

• Are the walls clean and free of scuffs?

  Yes

  No

  N/A

Pictures

• If pictures are available, are all pictures and frames clean and free of dust?

  Yes

  No

  N/A

Furniture

• Is the furniture placed properly in the room and is it in good condition?

  Yes

  No

  N/A

• Are all furniture surfaces clean and dust/smear free (including table, bedside table, cabinet, etc)

  Yes

  No

  N/A

Curtains

• Are the curtains hanging properly, are they clean and without holes (and are they closed when the guest enters the room)?

  Yes

  No

  N/A

• Are the curtains suitable to dim the room of outside light?

  Yes

  No

  N/A

• Are the curtains easily drawn?

  Yes

  No

  N/A

Windows

• Are all windows, frames and sills clean and free of dust?

  Yes

  No

  N/A

• Are all windows functioning properly?

  Yes

  No

  N/A

Radiator

• Are the heaters/radiators/air conditioning units (if available) clean and in good conditions?

  Yes

  No

  N/A

Mirror (bed/bathroom)

• Are all mirrors clean, dust/smear free and not broken?

  Yes

  No

  N/A

Lighting in the room

• Are all light fixtures in bathroom and bedroom clean and free of any dust?

  Yes

  No

  N/A

• Are all light fixtures in bathroom and bedroom working properly?

  Yes

  No

  N/A

Ceiling vents

• Are ceiling vents in bed and bathroom clean, free of any dust and in good condition?

  Yes

  No

  N/A

• Does the ventilation work undisturbed?

  Yes

  No

  N/A

• Does the ventilation work low noise?

  Yes

  No

  N/A

Wardrobe

• Is it clean and free of any scuffs, dust or debris and in a good conditions?

  Yes

  No

  N/A

• Are 6 unitary cloths hangers available?

  Yes

  No

  N/A

• Is the top shelve free of dust

  Yes

  No

  N/A

Desk

• Is the leather desk pad available and in good condition? (Only applicable for reconstructed hotels)

  Yes

  No

  N/A

• Is a pencil available and in good conditions?

  Yes

  No

  N/A

• Is a notepad available and in good condition?

  Yes

  No

  N/A

• Is a room service menu available and in good condition?

  Yes

  No

  N/A

• Is a bottle opener available and in good condition?

  Yes

  No

  N/A

• There is no external advertising material on the desk?

  Yes

  No

  N/A

Waste paper basket

• Is the waste paper basket clean and in good condition?

  Yes

  No

  N/A

Guest amenities

• Is an iron on request available?

  Yes

  No

  N/A

• Is there a complimentary mineral water for each guest upon arrival and are two clean glasses per room available?

  Yes

  No

  N/A

Door hanger and other information

• Is a door hanger or light available: "please do not disturb?"

  Yes

  No

  N/A

• Is an escape route so placed that is easy to find?

  Yes

  No

  N/A

Laundry

• Are there instructions available how guests laundry is handled?

  Yes

  No

  N/A

• Is there a laundry bag available?

  Yes

  No

  N/A

• Are laundry and dry cleaning service available?

  Yes

  No

  N/A

Telephone and Internet supply

• Are the telephone sets clean and the receiver free of greases and dirt?

  Yes

  No

  N/A

• Are the telephone cords free of knots and are not tangled?

  Yes

  No

  N/A

• Are all buttons working?

  Yes

  No

  N/A

• Are all buttons pertaining to a certain functions, e.g. Internal/external call, wake-up call, room service etc. and labelled appropriately?

  Yes

  No

  N/A

• Is the room number and the costs for phone calls shown on the telephone?

  Yes

  No

  N/A

• Is the volume of the telephone adjusted in such a way that the morning wake up call can be heard?

  Yes

  No

  N/A

• Is a wireless or LAN Internet access available?

  Yes

  No

  N/A

• Do all collaterals (note pad, telephone list, etc) carry the correct brand logo?

  Yes

  No

  N/A

Tv-set

• Is the television clean and free of dust?

  Yes

  No

  N/A

• Is there a remote control available and is it functioning correctly?

  Yes

  No

  N/A

• Is there good reception of all channels?

  Yes

  No

  N/A

• When switching on the TV, "aquarium" (1.4-30.9) or "campfire" (1.10-31.3) in the Pentalounge

  Yes

  No

  N/A

Pay-TV

• Is the picture and sound quality good?

  Yes

  No

  N/A

• Is the connection of pay-tv possible?

  Yes

  No

  N/A

Bed

• Is the head board clean and in good condition?

  Yes

  No

  N/A

• Is the bed made with clean linen, sheet or fitted sheet, which is free of stains or taints and not damaged?

  Yes

  No

  N/A

• Is bedspread/duvet/blankets clean and in good condition?

  Yes

  No

  N/A

• Is an eiderdown (feather filled duvet) available 24 hours?

  Yes

  No

  N/A

• Are alternative anti-allergic duvet and pillows available 24 hours?

  Yes

  No

  N/A

• Is it clean and dust free under and behind the bed?

  Yes

  No

  N/A

• The duvets is prepared in the following manner: Twin: aligned with the end mattress, top duvet turned down (two quilted sections), entered, approx 22.5 cm overhanging one each side (around one quilted section)/ king size: 2 single duvets, aligned

  Yes

  No

  N/A

Pillow

• Are the pillows well filled?

  Yes

  No

  N/A

• Are the pillows clean and in good condition?

  Yes

  No

  N/A

• Is an additional blanket available upon request?

  Yes

  No

  N/A

• Is one big and one small pillow available (each bed) UK two similar sized pillows

  Yes

  No

  N/A

• Are the pillows placed in the following manner: upright against the headboard, the big pillow behind the smaller one?

  Yes

  No

  N/A

Mattress

• Is the mattress consistently hard and does not sag?

  Yes

  No

  N/A

• Is the mattress is a good hygienic condition?

  Yes

  No

  N/A

• Is the mattress covered with a mattress protector?

  Yes

  No

  N/A

Bathroom - cleanliness

• Is the bathroom completely mould free (splices, floor, tiles, wall edges etc.)

  Yes

  No

  N/A

• Are all ceilings, walls and floor clean?

  Yes

  No

  N/A

• Are all sinks (bath, shower, washbowl) clean and free of hair and in a good condition?

  Yes

  No

  N/A

• Is the shower curtain (shower divider) un stained, clean and long enough?

  Yes

  No

  N/A

• Is there a waste bin?

  Yes

  No

  N/A

• Is the waste bin clean?

  Yes

  No

  N/A

• Is the bathroom odour free?

  Yes

  No

  N/A

Bathroom - functions

• All fittings (bath, shower, washbowl) are easy to control and clean?

  Yes

  No

  N/A

• Is the shower head working properly? (No lime stone residues)

  Yes

  No

  N/A

• Is the water temperature easy to adjust?

  Yes

  No

  N/A

• Is there sufficient water pressure?

  Yes

  No

  N/A

Bathroom- Equipment

• Is there a full box of tissues in a clean dispenser?

  Yes

  No

  N/A

• Are all towels clean, u stained and in good condition?

  Yes

  No

  N/A

• Are there clean and covered water glasses (either plastic or glass) or if not covered, placed up side down on coasters (one per person)

  Yes

  No

  N/A

• Is an efficient hairdryer available and does it function correctly?

  Yes

  No

  N/A

• Are there sufficient towels of adequate size (per bed a bath and hand towel and one bath mat)

  Yes

  No

  N/A

• Is the hairdryer clean and free of hairspray?

  Yes

  No

  N/A

Bathroom - guest supplies

• Yes

  No

  N/A

• Are the following branded (anatomicals) bath amenities available: shower gel, shampoo, body lotion, soap?

  Yes

  No

  N/A

• Is a bathrobe available upon request?

  Yes

  No

  N/A

Toilet

• Is the toilet clean (rim, seat, body in good condition)?

  Yes

  No

  N/A

• Is a toilet roll available including a spare?

  Yes

  No

  N/A

• Are there sanitary bags available?

  Yes

  No

  N/A

• Is there a clean toilet brush available?

  Yes

  No

  N/A

Privacy respected

• Is the request "please do not disturb" respected?

  Yes

  No

  N/A

Security and emergency services

• Does the chambermaid refuse entry to the room if the guest does not have their own key?

  Yes

  No

  N/A

• Are fire/safety regulations clear and understandable in two languages or international signs?

  Yes

  No

  N/A

• Are fire/safety regulations easily visible?

  Yes

  No

  N/A

Housekeeping standards in general

• Are the doors to the floor offices closed and locked?

  Yes

  No

  N/A

• The maids trolleys or vacuum cleaner do stand on side and do not block the corridors

  Yes

  No

  N/A

• The maids trolleys are neat and tidy?

  Yes

  No

  N/A

• Dirty laundry is placed in the appropriate bag/bin and is not placed on the floor?

  Yes

  No

  N/A

• No room lists are visible for guests on the maids trolley?

  Yes

  No

  N/A

Smoking and non-smoking facilities

• Are non-smoking rooms available and are they signed with a non-smoking label?

  Yes

  No

  N/A

• Are non-smoking rooms odour free/smoke free when entering the room

  Yes

  No

  N/A

• Are clean ashtrays available in smoking rooms?

  Yes

  No

  N/A

Coffee and tea making facilities

• Is a coffee and tea making facility available?

  Yes

  No

  N/A

• Is the coffee and tea area clean?

  Yes

  No

  N/A

• Is the facility easy to access and easy to use?

  Yes

  No

  N/A

• Are there enough cups, coffee and tea for at least two people?

  Yes

  No

  N/A

• Are there a selection of at least two types of coffee and two types of teas available?

  Yes

  No

  N/A

• Are various sweeteners and creamer/milk available?

  Yes

  No

  N/A

Hotel Driveway/main entrance

• Can the hotels main entrance be accessed by car?

  Yes

  No

  N/A

• Is the hotel entrance and surrounding area well kept, neat and tidy?

  Yes

  No

  N/A

• Are garbage cans/ashtrays available in front of the hotel entrance or in the entrance area?

  Yes

  No

  N/A

• Are the garbage cans/ashtrays clean and regularly checked for cleanliness?

  Yes

  No

  N/A

• If there are flag poles available are these flagged?

  Yes

  No

  N/A

• Does one of the flag poles carry a hotel flag and is it in good condition?

  Yes

  No

  N/A

• Is the hotel name/visible from the outside?

  Yes

  No

  N/A

• Is the driveway and/or entrance area of the hotel sufficiently lit at night?

  Yes

  No

  N/A

• Are all outdoor lamps and neon signs on at night and functioning correctly?

  Yes

  No

  N/A

• Does the main entrance/lobby look neat and are all glass surfaces clean?

  Yes

  No

  N/A

• Are the boxes/displays containing the restaurant menus decorated professionally and are these clean and in good condition? (If existing)

  Yes

  No

  N/A

• Are entry way, sidewalks and parking lot cleared of snow?

  Yes

  No

  N/A

• Is short term parking/stopping of cars possible at the hotel entrance at all times?

  Yes

  No

  N/A

Parking lot/underground car park

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