Premier Inn Brand Standards

• N&S Brand Standards Audit

  

• Site Name

• Conducted on

  Date

• ROM Signature

  Sign

• HM (D/AHM) Signature

  Sign

Brand Standards

• Our brand is really important. It helps set us apart from the competition. It helps customers know and trust us so they come back and tell others about us. But even more important is you. You bring the Premier Inn brand to life and make us what we are. You help give guests a good night’s sleep and help them wake up wonderful from the things you say, to what you wear and the way you do the job you do, you help make all this happen.

Current WINcard score

• YTD Score as at current Period

• Are you above 80%?

  Yes

  No

  N/A

Arrival

• First-class first impressions Even before your guests set eyes on your hotel, you can help them feel reassured with accurate directions, sat nav codes and parking information on our website. And having helped them arrive, you can make the right kind of first impression by making sure everything is clean, tidy and in a good state of repair. All our external signs are illuminated and the car park is well lit, we really want to radiate a warm welcome

• Is all signage clean and in good repair

  Yes

  No

  N/A

• Are all Signage illuminated from dusk until dawn

  Yes

  No

  N/A

• Are the trees Well maintained as well as the, borders, bushes, grass and shrubs to limit any obstructions

  Yes

  No

  N/A

• Is the hotel clean and well-maintained, canopy, doors, roof, guttering and woodwork

  Yes

  No

  N/A

• Are All building lights fully operational and on from dusk until dawn

  Yes

  No

  N/A

• Are the litter and ash bins in good repair and not overflowing

  Yes

  No

  N/A

• Is the Car park entrance in good repair and free from potholes

  Yes

  No

  N/A

• Is the Car park litter free

  Yes

  No

  N/A

• Are all car parking bays clearly marked

  Yes

  No

  N/A

• Are disabled bays only occupied by blue badge holders

  Yes

  No

  N/A

• Is all the car parking notices clean, in good condition and produced in line with current Premier Inn guidelines

  Yes

  No

  N/A

• Is the lobby entrance clean, well-cared for and obstruction free

  Yes

  No

  N/A

• Are all windows clean and smear free

  Yes

  No

  N/A

• Check all Point of Sale materials in entrance follows the current Hotel Merchandising Guide

  Yes

  No

  N/A

• Check No handwritten or internally produced notices, Trip Advisor or Food Standards Agency stickers to be displayed

  Yes

  No

  N/A

• Check all external garden furniture is clean and in good repair

  Yes

  No

  N/A

• Does this site lock their front doors at23:00? Check the door release and must be located either behind the reception/welcome desk or comms tower

  Yes

  No

  N/A

• Is there brand approved signage detailing clear instruction to guests on how to enter the building after 23:00

  Yes

  No

  N/A

• Is every team member wearing our brand uniform (with the exception of the HM, DHM or AHM)

  Yes

  No

  N/A

• Is every team member wearing their own name badge and worn on the left hand side

  Yes

  No

  N/A

• No eating, drinking, smoking or chew gum in guests’ view.

  Yes

  No

  N/A

Check In – Welcome Process

• A ‘wow’ upon arrival Any guest arriving somewhere new enjoys a genuine welcome. Likewise, any regular guest enjoys being warmly welcomed back. So make sure you’re ready to turn on the charm and set the tone for every guest’s stay. Reception is where the magic starts.

• Does the receptionist give a warm and friendly greeting for every guest within 30 seconds

  Yes

  No

  N/A

• if the phone rings while checking-in a guest, does the receptionist ask if they mind before answering

  Yes

  No

  N/A

• If families arrive does the receptionist say ‘hello’ to the children

  Yes

  No

  N/A

• Does the receptionist ask for booking reference and confirm booking details

  Yes

  No

  N/A

• Does the receptionist Print off the invoice and ask the guest to complete as necessary

  Yes

  No

  N/A

• If Applicable – Does the receptionist ask for identification when guests are paying with cash or Leisure Vouchers

  Yes

  No

  N/A

• Does the receptionist hand key card/key to guest within a key card holder, explaining the breakfast times and where it is served

  Yes

  No

  N/A

• If Applicable - If the guest is a lone female, Does the receptionist place their key card face down and give brief directions to their room,

  Yes

  No

  N/A

• Has the receptionist explained that we operate a 24 hour reception and encourages them to contact reception if they need anything

  Yes

  No

  N/A

• Does the receptionist wish all guests a pleasant stay and uses the guest’s name

  Yes

  No

  N/A

Check In – General Standards

• Are All Fixtures and fittings, paintwork and floors are clean and free from obstructions and litter

  Yes

  No

  N/A

• Are carpets clean and vacuumed daily

  Yes

  No

  N/A

• Are All lighting fully operational and dust free

  Yes

  No

  N/A

• Is The desk is to be set up as per Hotel Merchandising guide with no drinks or personal belongings

  Yes

  No

  N/A

• Is all POS displayed in-line with the Hotel Merchandising Guide

  Yes

  No

  N/A

• Kiosk Only - Are all Kiosks clean, in good repair and screens free from finger marks

  Yes

  No

  N/A

• Are all Doors display the correct quiet time vinyl’s, clean and in good condition

  Yes

  No

  N/A

• Items such as irons and ironing boards, spare fans, hairdryers, bath mats, and shaving adaptors should be appropriately stocked and in good working order

  Yes

  No

  N/A

• Key card boxes if present are to be regularly emptied

  Yes

  No

  N/A

• Check each time the desk is left unattended the screen must display the BART login screen - Do not leave any personal guest information as this contravenes the Data Protection Act

  Yes

  No

  N/A

• Check only signs permitted on the desk are: – ‘Nobody here’ which must be displayed when reception is unattended – ‘See you again soon’ displayed until 12 noon – ‘Fire alarm, don’t be alarmed’

  Yes

  No

  N/A

• Check Vending machine product stock levels must be at least 25% full and must contain bottled water. Vending machine faults or stock replenishment orders must be logged within your nominated supplier

  Yes

  No

  N/A

• Night team - Night teams to ensure sites are safe and secure and that any excess noise is eliminated. The front entrance must be locked at 2300

  Yes

  No

  N/A

• Night team - Night team must do hourly corridor checks, carried out between 2300 and 0600, pagers and portable panic <br> button carried throughout<br>

  Yes

  No

  N/A

• Kiosk Only Night team - Night receptionist to check-invoice paper and load key cards

  Yes

  No

  N/A

Check Out – General Standards

• A fond farewell as a guest, it’s nice to set off feeling appreciated and your custom recognised – it helps make your day. That’s why a fond farewell is just as important as a warm welcome. So if you get the chance, make eye contact and say a simple “Thank you and goodbye”. Leave your guests with a really great impression of Premier Inn.

• Is the reception manned from 6.30am to capture any early departures

  Yes

  No

  N/A

• If the reception desk has to be left unattended, is the appropriate notice displayed

  Yes

  No

  N/A

• Is the ‘See you soon’ sign is displayed from 6.00am until midday; ‘Nobody here’ sign displayed until midday – 6.00am

  Yes

  No

  N/A

• If a guest buzzes, the receptionist must return to reception as soon as possible (Check Times)

  Yes

  No

  N/A

• Does the receptionist, check to ensure our guests have had a great stay and listen to any feedback in a professional and proactive manner

  Yes

  No

  N/A

• Does the receptionist make eye contact with every guest, including children, and say a genuine ‘thank you’ or ‘goodbye’ and wish them a pleasant day or onward journey

  Yes

  No

  N/A

• If guests have reported an issue is feedback logged onto BART, including any refunds we have offered or given?

  Yes

  No

  N/A

• Team actively using PI WOW?

  Yes

  No

  N/A

• What examples can the Team give of PI WOW?