Title Page
-
Location Audited
-
Conducted on
-
Lady or Gentleman Audited
-
Auditor
Services
Guest Comfort and Convenience
-
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them.
-
It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member.
-
The guest is completely comfortable. There is adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others.
Technical Execution, Skill, & Knowledge
-
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
-
The pool deck/beach exhibits a well-organized and professional appearance; vacated loungers and used serviceware are swiftly cleared.
-
All ordered items are accurately served.
-
The bill is accurate.
Sense of Luxury
-
Poolside menu is available and offers an exceptional variety of food and beverages, including specialty items.
-
Food and beverages have a distinctive presentation.
Efficiency
-
Drinks are delivered within 10 minutes.
-
The service is handled without excessive delays or interruptions.
Graciousness, Thoughtfulness, & Sense of Personalized Service
-
Staff exhibits a genuine sense of interest and concern for the guest.
-
Staff consistently and respectfully personalized interactions, addressing the guest in accordance with their preference, if known.
-
Staff does not decline any request without offering appropriate alternatives.
-
The arriving guest is escorted to a chair, and set-up assistance is provided or offered.
Courtesy and Manners
-
Staff politely acknowledged the guest when appropriate and reasonably possible.
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
-
Staff readily smiles and maintains an engaging expression.
-
Staff makes eye contact and keeps focus on the guest.
-
Staff closes interactions with polite, appropriate remarks.
Staff Appearance
-
All staff encountered are wearing clean and well-fitted uniforms.
-
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
-
Staff maintains alert posture and behaves professionally in the view of the guest.
Food and Beverage Quality
-
All ordered items are fresh, flavorful, and properly prepared.
Wellness
-
Once the guest is seated, water is proactively provided or offered within 5 minutes.
-
During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff.
-
The pool area provides adequate sun protection measures, including shade options and sun protection products.
-
Poolside menu offers a variety of nutritionally focused options; dietary restrictions are considered.
Facilities
Guest Comfort and Convenience
-
Staff automatically offers at least 2 towels to each guest.
-
Restrooms are located within the pool/beach area.
Sense of Luxury
-
All chairs, tables, pads, towels and umbrellas are of exceptional quality.
-
The pool setting is distinctive and promotes a sense of place.
Cleanliness and Condition
-
Soiled towels are stored discreetly.
-
All chairs, tables, pads, towels, and umbrellas are clean and in excellent condition.
-
All conditions around the pool and beach area are clean and completely hygienic.
-
If provided, restrooms are well-stocked, clean, and well-maintained.
-
If available, poolside menu, check presenter, and all service items are clean and in good condition. Menu is grammatically correct.
Sustainability
Facilities
-
Menu offerings include sustainably sourced options.
-
Efforts are made to reduce single-use plastic.
