PPG MAL_AEROTEL SERVICE QUALITY ASSESSMENT

• Location
  Address

• Conducted on

  Date

• Assessment Start Time

  Date

• Assessed by

  Sign

• Lounge Person-In-Charge

• Appearance <br><br>Hair<br>Well-trimmed, neat & tidy, natural hair colour.<br>Male: No longer than the collar of the shirt.<br>Female: Max. Length up to the nape of the neck for short hair. <br><br>Makeup (Female only)<br>Professional and presentable makeup with foundation, eye shadow, blush not lip colour.<br><br>Nail Colour (Female GSO only)<br>Red, pink, natural French nail and transparent (short nails only) are allowed.

  Compliant

  Non-Compliant

  N/A

• Uniform. Name Badge & Shoes<br><br>Uniform <br>Well-fitted, well pressed, clean and free of stains, undergarments must be plain and white.<br>Tie and scarf must be worn properly all the time<br><br>Name Badge <br>Visible and displayed on the upper left side of the jacket<br><br>Shoes <br>Black leather court shoes with no ornaments <br><br>Socks / Hosiery<br>Plain in black socks without logos or patterns, enough length. Not revealing bare skin when squat down.<br>Hosiery is barely black/ Charcoal in colour

  Compliant

  Non-Compliant

  N/A

• Accessories <br><br>Hair Accessories <br>Must be in black, max. 4 pins, 2 clips and 1 comb visible for female with longer hair.<br><br>Jewelry & Watch <br>Max. 1 ring, 1 bracelet/bangle, 1 pair of earrings in stud style, <br>Watch with metal and plain black or dark brown leather strap.<br>*Food handle are not allowed to have accessories on hand due to food hygiene<br><br>Eye-wear<br>Plain, simple, classic, conservative or elegant frame or frame-less design with clear lenses.<br>Cosmetic coloured contact lens are not allowed

  Compliant

  Non-Compliant

  N/A

• Remarks

• Greetings <br><br>Colleagues greet guest with eye contact, sincere smile, friendly tone and standard welcome message. <br>Full greeting : “Good evening, sir/madam. Welcome to our lounge/ How are you today? / Nice to see you again.”<br>Busy version: “Good evening, sir/madam. Welcome to our lounge.” <br>Hand Gesture: "Touch Greeting"

  Compliant

  Non-Compliant

  N/A

• Telephone Techniques <br><br>Colleagues answer calls in a polite and professional manner. Calls are handled with standard greeting, addressing the guest by their names, clear message delivered and standard closing.

  Compliant

  Non-Compliant

  N/A

• Language Proficiency <br><br>Colleagues are able to communicate in English + one local language.

  Compliant

  Non-Compliant

  N/A

• Response to Guests <br><br>Colleagues listen to guest patiently, respond with the right information clearly and confidentially.

  Compliant

  Non-Compliant

  N/A

• Room Check-in<br><br>Colleagues is familiar with the check-in procedures to render a smooth check-in. <br>Check in duration is <5 minutes

  Compliant

  Non-Compliant

  N/A

• Product Knowledge<br><br>Colleagues’ product knowledge about the lounge, services and facilities; e.g. Lounge packages, price list, food offerings, etc. <br>Information about our network; e.g. Our presence in the world, services and facilities in a particular location.<br>

  Compliant

  Non-Compliant

  N/A

• Rapport Building <br><br>Colleagues engage in small talk with guests to add a more personal touch and interaction which will make them feel more welcomed, valued and cared for.

  Compliant

  Non-Compliant

  N/A

• Feedback Channels <br><br>Guests should have a few channels when giving feedback; e.g. face-to-face, Feedback Form (hardcopy), PPL website, etc.

  Compliant

  Non-Compliant

  N/A

• Housekeeper<br><br>Colleagues greet guest with eye contact, sincere smiles, pleasant tone and manner with proper grooming and deportment. Be able to carry out the duties; e.g. maintain a clean and dry toilet with amenities.

  Compliant

  Non-Compliant

  N/A

• Farewell<br><br>When the guest is leaving the lounge. Colleagues bid farewell; e.g. “Goodbye, sir/madam. Thank you for staying with us!” in a pleasant tone and manner.

  Compliant

  Non-Compliant

  N/A

• Remarks

• Lighting in Room<br><br>Adequate, Comfortable, NO light bulb fused

  Compliant

  Non-Compliant

  N/A

• Wayfinding Rooms Signs<br> <br>Clear signage directing guests to their rooms conveniently seen

  Compliant

  Non-Compliant

  N/A

• Wi-fi Coverage <br><br>Fully covered

  Compliant

  Non-Compliant

  N/A

• Internet Speed <br><br>Stable and Fast

  Compliant

  Non-Compliant

  N/A

• Charging Stations<br><br>Available at bedside and work desk

  Compliant

  Non-Compliant

  N/A

• Muslim Prayer Direction <br>-Kiblat/Qiblat sign available on the ceiling in each room<br>-Randomly check 3 rooms<br>

  Compliant

  Non-Compliant

  N/A

• Television <br><br>International Sports Channel (At least 1; e.g. ESPN, Fox Sports, International News Channel)<br>(At least 1; e.g. CNN, BBC)

  Compliant

  Non-Compliant

  N/A

• Furniture <br><br>Well maintained

  Compliant

  Non-Compliant

  N/A

• Room Cleanliness<br>-floors, furniture, carpets, wall, bed

  Compliant

  Non-Compliant

  N/A

• Remarks

Shower Room Facilities

• Amenities <br>All (towel, hair & body wash, body lotion, shower cap, toothpaste, toothbrush, vanity pack, hair dryer, floor mat)<br><br>Basics (Towel, bath gel, shampoo, conditioner, shower cap, toothpaste, toothbrush, hair dryer, floor mat)

  Compliant

  Non-Compliant

  N/A

• Water Pressure<br><br>Adequate

  Compliant

  Non-Compliant

  N/A

• Water Temperature <br><br> Hot & Cold are available

  Compliant

  Non-Compliant

  N/A

• Drainage system<br><br>Good<br>

  Compliant

  Non-Compliant

  N/A

• Cleanliness - Shower Room<br>-Walls, glass panels, floors free from stains, soap scums, NO moulds

  Compliant

  Non-Compliant

  N/A

• Queue Time <br><br>Scale – <br>4 – < 10 mins

  Compliant

  Non-Compliant

  N/A

• Shower Facilities (Disabled) are well maintained, clean and well stocked

  Compliant

  Non-Compliant

  N/A

• Remarks:

• Toilet
  
  

• Shampoo, Conditioner, Shower Gel, Hair Dryer, hand soap, hand lotion, dustbin conveniently located<br>Not less than 1/3

  Compliant

  Non-Compliant

  N/A

• Toilet Amenities<br><br>Toilet roll (Not less than ½)<br>Sanitary bag available

  Compliant

  Non-Compliant

  N/A

• Cleanliness Toilet roll holder, toilet seat, floor, wall, shower area, linens

  Compliant

  Non-Compliant

  N/A

• Room Toilet have pleasant smell

  Compliant

  Non-Compliant

  N/A

• Toilet have no defect items

  Compliant

  Non-Compliant

  N/A

• Remarks:

• Aerotel / Nap Room / Private Resting Suite

  Yes

  No

  N/A

• Amenities <br><br>Slippers, ear plugs & eye-mask (When Requested), bottled water <br><br>No less than 1/3

  Compliant

  Non-Compliant

  N/A

• Intercom to the reception, fire evacuation map

  Compliant

  Non-Compliant

  N/A

• Noise Level <br><br>Sound-proof

  Compliant

  Non-Compliant

  N/A

• Room Temperature <br><br>Adequate and comfortable

  Compliant

  Non-Compliant

  N/A

• Well maintained: Clean, dry, not slippery; No serviceable items <br><br>20 mins interval (Peak Hour)

  Compliant

  Non-Compliant

  N/A

• Luggage Storage<br><br>With luggage tag properly tagged for easy recollection

  Compliant

  Non-Compliant

  N/A

• Sofa Seats are well maintained and free from stains<br>

  Compliant

  Non-Compliant

  N/A

• Furniture <br>Well maintained and free from defect

  Compliant

  Non-Compliant

  N/A

• Television <br><br>International Sports Channel (At least 1; e.g. ESPN, Fox Sports, International News Channel)<br>(At least 1; e.g. CNN, BBC)

  Compliant

  Non-Compliant

  N/A

• Remarks

• Assessment End Time

  Date

• Additional Remarks