QA Self Audit Training Document

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Reservation Services

• Accepted 24 hours, either at property or through a central reservation system

  Yes

  No

  N/A

• Operator answers phone promptly within three rings

  Yes

  No

  N/A

• When recording is received call must be answered within 20 rings

  Yes

  No

  N/A

• Operator provides a warm and sincere greeting

  Yes

  No

  N/A

• Reservationist thanks Guest for calling

  Yes

  No

  N/A

• Reservationist provides an introduction and asks for Players Club Card

  Yes

  No

  N/A

• Reservationist asks for Guest's name

  Yes

  No

  N/A

• Reservationist addresses Guest by name prior to closing

  Yes

  No

  N/A

• Reservationist anticipates Guest's needs

  Yes

  No

  N/A

• Reservationist asks for the caller's email address

  Yes

  No

  N/A

• Reservationist asks if the caller is responding to a specific offer or invite

  Yes

  No

  N/A

• Reservationist offers rate structure and room availability

  Yes

  No

  N/A

• Reservationist provides an overview of facilities and services

  Yes

  No

  N/A

• Reservationist exhibits competent knowledge of all associated facilities and hours of operation

  Yes

  No

  N/A

• Reservationist gives a choice of smoking or nonsmoking room, explains if property is a smoke free premise

  Yes

  No

  N/A

• Reservationist collects registration information

  Yes

  No

  N/A

• Reservationist explains deposit and cancellation policies

  Yes

  No

  N/A

• Reservationist reviews reservation request

  Yes

  No

  N/A

• Reservationist exhibits sincerity and polish in complying to all guest requests

  Yes

  No

  N/A

• Reservationist gives confirmation number or contact's name

  Yes

  No

  N/A

• Reservationist asks if there are any other ways to be of service

  Yes

  No

  N/A

• Reservationist gives a warm and sincere thank you to Guest for calling

  Yes

  No

  N/A

• Reservationist thanks Guest for choosing Ameristar

  Yes

  No

  N/A

• Property sends email confirmation to Guest in advance

  Yes

  No

  N/A

• Additional Comments

Arrival Services

• Uniformed attendant promptly opens car door

  Yes

  No

  N/A

• Attendant provides a warm and sincere welcome greeting

  Yes

  No

  N/A

• Attendant makes a proper introduction

  Yes

  No

  N/A

• Attendant inquires about the Guest's name

  Yes

  No

  N/A

• Attendant uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Attendant explains parking procedures

  Yes

  No

  N/A

• Attendant promptly unloads luggage

  Yes

  No

  N/A

• Attendant explains handling procedures

  Yes

  No

  N/A

• Attendant gives direction to registration area

  Yes

  No

  N/A

• Attendant anticipates Guest's needs

  Yes

  No

  N/A

• Attendant exhibits sincerity and polish in complying to all Guest requests

  Yes

  No

  N/A

• Attendant offers a warm and sincere closing

  Yes

  No

  N/A

• Attendant thanks Guest for choosing Ameristar

  Yes

  No

  N/A

• Additional Comments

Check-in Services

• Attendant provides a warm and sincere greeting; recognizes Guest appropriately

  Yes

  No

  N/A

• Attendant inquires about Guest's name

  Yes

  No

  N/A

• Attendant uses Guest name at least once prior to closing

  Yes

  No

  N/A

• Attendant acknowledges Guest waiting in line with warm and welcoming greeting

  Yes

  No

  N/A

• Attendant confirms rate and type of room/credit card is obtained

  Yes

  No

  N/A

• Attendant delivers messages discreetly

  Yes

  No

  N/A

• Attendant provides room number discreetly

  Yes

  No

  N/A

• Attendant places all registration materials into Guest's hand

  Yes

  No

  N/A

• Attendant explains key service areas of Hotel, Casino, F&B and Spa

  Yes

  No

  N/A

• Attendant explains benefits of STAR Awards and refers them to the club

  Yes

  No

  N/A

• Attendant confirms email address on file is correct

  Yes

  No

  N/A

• Attendant exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Attendant asks if there are any other ways to be of service

  Yes

  No

  N/A

• If requested, Attendant arranges escort of Guest and belongings to be taken to room

  Yes

  No

  N/A

• Attendant provides introduction to escort

  Yes

  No

  N/A

• Attendant offers a warm and sincere closing

  Yes

  No

  N/A

• Attendant wished the Guest a pleasant stay and thanks them for choosing Ameristar

  Yes

  No

  N/A

• Additional Comments

Bell Services (Check-in)

• Escort provides a warm and sincere greeting

  Yes

  No

  N/A

• Escort uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Escort is able to provide information about facilities when asked

  Yes

  No

  N/A

• Escort takes the initiative in providing information about all facilities

  Yes

  No

  N/A

• Escort exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Escort anticipates Guest's needs

  Yes

  No

  N/A

• Escort offers to hang garment bag

  Yes

  No

  N/A

• Escort places luggage on luggage stand or in appropriate area

  Yes

  No

  N/A

• Escort explains features and functions of room

  Yes

  No

  N/A

• Escort offers to fill ice bucket

  Yes

  No

  N/A

• Escort asks if there are any other ways to be of service

  Yes

  No

  N/A

• Escort offers a warm and sincere closing

  Yes

  No

  N/A

• Escort thanks Guest for choosing Ameristar

  Yes

  No

  N/A

• Additional Comments

Housekeeping Services (A)

• Turndown service available upon request

  Yes

  No

  N/A

• Operator answers phone promptly within three rings

  Yes

  No

  N/A

• Operator provides a warm and sincere greeting

  Yes

  No

  N/A

• Operator uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Operator exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Operator anticipates Guest's needs

  Yes

  No

  N/A

• Operator asks if there are any other ways to be of service

  Yes

  No

  N/A

• Operator offers a warm and sincere closing

  Yes

  No

  N/A

• Operator addresses Guest by name during closing

  Yes

  No

  N/A

• Attendant accommodates requests for time of service (within 20 minutes)

  Yes

  No

  N/A

• Room attendant directs you to the front desk or a house phone when asked to let you in your room without a guest key

  Yes

  No

  N/A

• Cleanliness of all public spaces, corridors, elevators and landings

  Yes

  No

  N/A

• Guest corridor and elevator lighting and temperature

  Yes

  No

  N/A

• Additional Comments

Hotel Guestroom

• Overall appearance of room was clean

  Yes

  No

  N/A

• The room smelled clean

  Yes

  No

  N/A

• Window treatments were in good condition, not faded or worn

  Yes

  No

  N/A

• The glass (both windows and mirrors) were clean and free of smudges

  Yes

  No

  N/A

• Carpet was thoroughly vacuumed

  Yes

  No

  N/A

• The carpet was not stained or worn

  Yes

  No

  N/A

• All items dusted

  Yes

  No

  N/A

• All electronic items working properly (TV/ Lamps/ etc.)

  Yes

  No

  N/A

• Drawers free of dust

  Yes

  No

  N/A

• Wastebasket was clean and empty

  Yes

  No

  N/A

• The alarm clock was set on proper time with the alarm set in the "off" position

  Yes

  No

  N/A

• Coffee maker was clean and in working order

  Yes

  No

  N/A

• Coffee cups were clean and caddy was properly stocked

  Yes

  No

  N/A

• Ice bucket found clean with liner and two glasses on coasters

  Yes

  No

  N/A

• Telephone equipment was clean and operative

  Yes

  No

  N/A

• A luggage rack was provided

  Yes

  No

  N/A

• A minimum of ten hangers was provided

  Yes

  No

  N/A

• A laundry bag and ticket were provided in the closet

  Yes

  No

  N/A

• Iron and ironing board clean and in good condition

  Yes

  No

  N/A

• Linens and fresh towels were in good condition

  Yes

  No

  N/A

• Pillows are soft and free of lumps or hard areas

  Yes

  No

  N/A

• All restroom amenities and supplies were provided

  Yes

  No

  N/A

• The thermostat in the room was set between 68 - 72 degrees upon check-in

  Yes

  No

  N/A

• The noise level in the Guestroom was maintained at minimal level

  Yes

  No

  N/A

• A Guest service directory, in clean and good condition, was provided

  Yes

  No

  N/A

• A telephone directory, in clean and good condition, was provided

  Yes

  No

  N/A

• A memo pad and pen were placed by the (1) telephone

  Yes

  No

  N/A

• Current promotional materials were present in room

  Yes

  No

  N/A

• Room was remade before 3:00pm unless otherwise requested

  Yes

  No

  N/A

• Trash and ashtrays were emptied

  Yes

  No

  N/A

• Towels were replaced if left on the floor and amenities were replaced if over half were used

  Yes

  No

  N/A

• The bed was made neatly

  Yes

  No

  N/A

• Any issue found with the Guestroom upon arrival were remedied

  Yes

  No

  N/A

• Additional Comments

Turndown Service (B)

• Folds back or removes bedspread

  Yes

  No

  N/A

• Turns up pillows

  Yes

  No

  N/A

• Straightens bathroom

  Yes

  No

  N/A

• Re-points tissues

  Yes

  No

  N/A

• Soiled surfaces are cleaned

  Yes

  No

  N/A

• Replaces used towels

  Yes

  No

  N/A

• Replaces depleted amenities

  Yes

  No

  N/A

• Empties wastebasket

  Yes

  No

  N/A

• Cleans ashtray, if available

  Yes

  No

  N/A

• Adjusts drapes

  Yes

  No

  N/A

• Adjusts room lighting

  Yes

  No

  N/A

• Delivers gift amenity of one chocolate per person and a turndown card

  Yes

  No

  N/A

• Refreshes ice

  Yes

  No

  N/A

• Replaces used glasses

  Yes

  No

  N/A

• Turn on low level music

  Yes

  No

  N/A

• Additional evidence of personalized services exists

  Yes

  No

  N/A

• Additional Comments

Wake-up Call Services

• Some type of service is available 24/7; alarm clock or alternative method is used if there are no phones in rooms

  Yes

  No

  N/A

• Service number is answered within three rings

  Yes

  No

  N/A

• Operator provided a warm and sincere gretting

  Yes

  No

  N/A

• Operator uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Operator asks appropriate questions and replies in a professional manner

  Yes

  No

  N/A

• Operator asks if there are any other ways to be of service

  Yes

  No

  N/A

• Operator offers an additional wake up call for 15 minutes later

  Yes

  No

  N/A

• Operator offers a warm and sincere closing

  Yes

  No

  N/A

• Operator addresses Guest by name during closing

  Yes

  No

  N/A

• Automated or live call received within five minutes of requested time

  Yes

  No

  N/A

• Message includes a warm and sincere greeting

  Yes

  No

  N/A

• Message includes the use of Guest's name (Live operator only)

  Yes

  No

  N/A

• Message includes time of call

  Yes

  No

  N/A

• Message includes other pertinent information such as weather

  Yes

  No

  N/A

• Additional Comments

Room Service Order Services (A)

• Service is available at limited hours

  Yes

  No

  N/A

• Service number is answered within three rings

  Yes

  No

  N/A

• Operator provides a warm and sincere greeting

  Yes

  No

  N/A

• Operator uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Operator exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Operator anticipates Guest's needs

  Yes

  No

  N/A

• Operator asks appropriate questions and replies in a professional manner

  Yes

  No

  N/A

• Operator repeats order to Guest

  Yes

  No

  N/A

• Operator asks if there are any other ways to be of service

  Yes

  No

  N/A

• Operator gives time estimate for deliver (within 30 minutes)

  Yes

  No

  N/A

• Operator offers a warm and sincere closing

  Yes

  No

  N/A

• Operator addresses Guest by name during closing

  Yes

  No

  N/A

• Operator calls to advise Guest if order will be late or items are not available

  Yes

  No

  N/A

• Evidence of personalized services exist

  Yes

  No

  N/A

• Additional Comments

Room Service Delivery Service (B)

• Delivered within five minutes of time promised

  Yes

  No

  N/A

• Attendant provides a warm and sincere greeting

  Yes

  No

  N/A

• Attendant uses Guest name at least once prior to closing

  Yes

  No

  N/A

• Attendant exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Attendant anticipates Guest's needs

  Yes

  No

  N/A

• Attendant offers a suggestion as to tray/table placement

  Yes

  No

  N/A

• Attendant is conversant during set-up and delivery

  Yes

  No

  N/A

• Attendant reviews Guest order

  Yes

  No

  N/A

• Attendant prepares table set up, and removes food covers with Guest permission

  Yes

  No

  N/A

• Food presentation and quality of ingredients reflects an upscale experience

  Yes

  No

  N/A

• All appropriate dishware and linens are of an upscale quality

  Yes

  No

  N/A

• All food is served at the proper temperature (hot food hot and cold food cold)

  Yes

  No

  N/A

• All food is prepared as ordered

  Yes

  No

  N/A

• Evidence of personalized services exists

  Yes

  No

  N/A

• Attendant offers to pour beverages

  Yes

  No

  N/A

• Attendant provides written or verbal assistance to remove table/tray

  Yes

  No

  N/A

• Attendant asks if there are any other ways to be of service

  Yes

  No

  N/A

• Attendant offers a warm and sincere closing

  Yes

  No

  N/A

• Attendant addresses Guest by name during closing

  Yes

  No

  N/A

• Prompt removal of trays/tables, upon request

  Yes

  No

  N/A

• Additional Comments

Check-out Services

• Express check-out through television services are available 24/7

  Yes

  No

  N/A

• Attendant provides a warm and sincere greeting; recognizes Guest appropriately

  Yes

  No

  N/A

• Attendant addresses Guest by name during initial greeting, as appropriate thereafter

  Yes

  No

  N/A

• Attendant acknowledges Guests waiting in line with warm and welcoming greeting

  Yes

  No

  N/A

• Attendant inquires about Guest stay and inquires if there were additional charges such as mini bar

  Yes

  No

  N/A

• Attendant exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Attendant asks if there are any other ways to be of service

  Yes

  No

  N/A

• Attendant provides a copy of bill for review in Guest's hand

  Yes

  No

  N/A

• Attendant confirms payment method

  Yes

  No

  N/A

• Attendant exhibits a warm and sincere thank you for staying at the property

  Yes

  No

  N/A

• Attendant sincerely encourages Guest to return

  Yes

  No

  N/A

• Attendant arranges escort of Guest and belongings to exit

  Yes

  No

  N/A

• Attendant provides introduction to escort

  Yes

  No

  N/A

• Attendant offers warm and sincere closing

  Yes

  No

  N/A

• Attendant thanks Guest for choosing Ameristar

  Yes

  No

  N/A

• Additional Comments

Departure Services

• Guest's vehicle is waiting or comfortable accommodations are made by escort

  Yes

  No

  N/A

• Guest does not wait more than five minutes for pre-arranged transportation

  Yes

  No

  N/A

• Attendant provides a warm and sincere greeting

  Yes

  No

  N/A

• Attendant uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Attendant anticipates Guest's needs

  Yes

  No

  N/A

• Attendant is conversant pertaining to the Guest's stay

  Yes

  No

  N/A

• Attendant reviews all of Guest's belongings are placement in vehicle

  Yes

  No

  N/A

• Attendant opens and closes door for Guests

  Yes

  No

  N/A

• Attendant asks if there are any other ways to be of service

  Yes

  No

  N/A

• Attendant offers a warm and sincere closing

  Yes

  No

  N/A

• Attendant thanks Guest for choosing Ameristar

  Yes

  No

  N/A

• Items or settings in Guest vehicle were returned at original settings

  Yes

  No

  N/A

• Additional Comments

Concierge

• Conceirge is on duty with limited hours of availability or Guest Service Agents are available 24 hours

  Yes

  No

  N/A

• Accurate pre-programmed phones

  Yes

  No

  N/A

• Attendant makes a proper introduction, asks Guest's name

  Yes

  No

  N/A

• Attendant uses Guest name at least once prior to closing

  Yes

  No

  N/A

• Guest service number is answered within three rings

  Yes

  No

  N/A

• If by phone, operator provides a warm and sincere greeting

  Yes

  No

  N/A

• If by phone, operator uses Guest's name at least once prior to closing

  Yes

  No

  N/A

• Attendant / operator exhibits a sincere desire and compliance to all Guest requests

  Yes

  No

  N/A

• Attendant / operator anticipates Guest's needs

  Yes

  No

  N/A

• Attendant / operator demonstrates a general knowledge of area attractions and services

  Yes

  No

  N/A

• Attendant / operator is very knowledgeable of all area attractions and services

  Yes

  No

  N/A

• Attendant / operator asks if there are any other ways to be of service

  Yes

  No

  N/A

• Attendant / operator offers a warm and sincere closing

  Yes

  No

  N/A

• Attendant / operator thanks Guest for choosing Ameristar

  Yes

  No

  N/A

• Additional Comments

Misc. Staff Services

• All team members exhibit a professional vocabulary

  Yes

  No

  N/A

• Guests are graciously escorted to areas when directions are requested

  Yes

  No

  N/A

• All team members consistently maintain eye contact with Guests

  Yes

  No

  N/A

• There is evidence that all team members are empowered by management to resolve Guest issues immediately

  Yes

  No

  N/A

• Request for a guestroom key at the front desk and Attendant requests identification

  Yes

  No

  N/A

• All team members are appropriately attired; name tags

  Yes

  No

  N/A

• Same day valet and laundry is available

  Yes

  No

  N/A

• Miscellaneous charges are billed directly to the Guest room

  Yes

  No

  N/A

• Acknowledged upon entering the Gift Shop

  Yes

  No

  N/A

• Quality of Gift Shop Displays

  Yes

  No

  N/A

• Acknowledged upon entering the Spa

  Yes

  No

  N/A

• Condition of Spa, Fitness Center, Pool and Pool Area

  Yes

  No

  N/A

• Food and beverage outlets reflect the characteristics of the property

  Yes

  No

  N/A

• Additional Comments

• Name

  Sign