Title Page
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- Majority of the questions are worth one (1) point
- Questions marked not applicable (N/A), are removed questions from overall score
- Questions with a + or - have bonus point or detracting implications.
- Questions with an asterisk are worth variable points due the effect on guest service, financial impact or brand compliance.
1 asterisk (*) is worth 10 points
2 asterisks (**) are worth 25 points
3 asterisks (***) are worth 50 points -
Site conducted
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Hotel
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General Manager
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Conducted on
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Prepared by
Overall Observations & Comments
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Hotel Structure & Exterior Appearance
Hotel Structure/Exterior Appearance
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Dense colorful flowers (seasonal) are planted at appropriate locations on the exterior of the building (i.e. hotel entrance, flowerbeds, ect.)
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Hotel entrances appear warm and inviting
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Grass cut & trimmed, landscape areas free of weeds & debris, trees & shrubs trimmed neatly in appearance
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Parking lot and/or garage is free of trash and debris
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Parking lot and/or garage striping and lot is in overall good condition
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Parking lot and/or garage illumination is adequate
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Parking lot and/or garage is free from potholes
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Parking lot and/or garage catch basins are in overall good condition
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All exterior signage and lights are in proper working condition
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Exterior walls of structure are clean and well maintained
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Exterior sidewalks are in good condition and free from trash/debris
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Receiving/Loading dock/Dumpster areas are clean and organized
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Outdoor storage facility is clean, organized and secure
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Outdoor community spaces are clean, neatly organized with all amenities available for guest use.
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Program in place to clean all exterior windows once a year
Public Areas
Pool/ Fitness Room
Pool/Spa
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Swimming pool surface and pool deck surfaces are in good condition and clean
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Swimming pool depth markers are clearly marked
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Pool area has decorative hamper and towel rack with appropriate quality and quantity of specific pool towels
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All pool rules signs are up and in good condition
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Pool/Spa water is clear both are in proper working order
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Pool furniture is in good condition arranged neatly
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Pool restrooms are clean and free from debris
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Pool Plants are alive and in good shape (If Applicable by the Brand)
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Pool safety plan are accessible and managers are knowledgeable on them
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Pool safety devices and ADA equipment are neatly organized, properly labeled and in working order
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Pool pump room is free of trash, neatly organized with all pool chemicals properly stored
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Pool area has a first aid kit available for public use, which is filled appropriately.
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Pool equipment is in working order and had no signs of leaks
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Pool pump rooms has proper safety & PPE requirements
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Pool chemical/temp readings are being completed and verified
Fitness Center
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Fitness room available 24/7 with key access
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Towel rack with work out towels available with a soiled towel disposal
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Approved trash receptacle
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Anti-bacterial cleaning wipes are available and in appropriate dispenser
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Clock (with correct time) and second hand (not a Marriott standard)
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Hydration station is adequate and has cups with a dispenser
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Proper room cooling/temperature
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TV with proper programming; head sets available (per brand standards)
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All machines in working order
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All machines are clean and free of debris
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Equipment arranged attractively / adequate number of machines / weights. Like items grouped together
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Yoga Mats, Strength Balls, and other equipment is in good shape and neatly stored
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Telephone with emergency dialing instructions (per brand standards)
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*Fitness Equipment PM Program is in place.
Lobby/Public Areas
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Welcome mats or interior weather mats are clean and in good condition
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*Lobby/Public seating areas are neat and organized
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Lobby elevators are clean and well-lit. (The walls of the elevator are free from scratches and scraps. The elevator floors are in clean and in good condition. All floor buttons are in working order. Elevator tracks are clean and free of debris)
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Flowers and/or plants are not artificial, well maintained and in appropriate locations throughout the hotel lobby
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Public restrooms are clean, attractive and in good working order
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Trash bags in public areas can not drape over edge of trash can (bag should not be visible to guests)
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Public area throughout the hotel are free from dust
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All public area hard surface flooring is dust/debris free and in good condition
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Carpets are free of debris and are in good condition
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Interior walls clean, not scratched, dented or marked. All touch up painting on repaired walls and ceiling matches existing paint and is unnoticeable. Wallpaper is not peeling or damaged.
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All lights are in working order
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No visible signs of water leaks/stains on wall or floors
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All interior staircases are clean
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All interior signage uniform and in accordance with the brand standards
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**Any and all temporary signs must be created professionally by the DHG Marketing team (if there is an emergency/temporary situation, signs must be typed on appropriate hotel stationery and not handwritten) If no temporary signs in the public areas, this can be marked N/A.
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No yellow "wet floor" signs on dry floors. Wet floor signs are professional in appearance
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Guest Laundry: Is the room clean, organized with proper timing of machines and signage for amenity purchases
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Guest Laundry: Are all machine workings properly
Heart of the House
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Associate cafeteria/breakroom is brightly lit, clean, and provides an inviting environment
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Associate locker rooms/restrooms are clean, attractive and in good working order
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*Associate information boards are kept up to date
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Associate communications/memo's are up to date and professionally written and displayed
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AOQ/AOM plaques are displayed and updated with the most recent recipients.
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Backhalls are kept neat, clean, organized
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All lights are in working order
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Heart of House elevators are clean and well-lit. (The walls of the elevator are free from scratches and scraps. The elevator floors are in clean and in good condition. All floor buttons are in working order. Elevator tracks are clean and free of debris)
Front Desk / Bellman
Front Desk/Guest Services
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*Front desk/Guest Service associates are in brand standard uniforms (including winter attire). All uniforms are in good condition, clean, and not wrinkled.
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All associates have brand standard name tags or brand pin
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**Front Desk associates are properly posted at their assigned positions ready to help the guest. Chairs for sitting are not permitted unless approved through HR/Regional with an approved Dr. Note.
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Top, behind, and guests eyesight areas are not cluttered and neat in appearance
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***Elite/Loyalty Appreciation: Agent gathers and/or inputs loyalty number and thanks them for being a member. If guests is not a member, offer to enroll the guests is made. Loyalty members and arriving guest with special request have their rooms pre-blocked in order to ensure quick check-in
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If luggage assistance is witnessed, the request is accommodated in a timely and professional manner
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Front desk has a supply of frequently requested amenities readily available
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**Check-out / check-in is quick, efficient & friendly, with hotel features verbalized (Specifically internal F&B Outlets)
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Front Desk requires valid ID before issuing duplicate key to guest
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All Front Desk Agents have completed CLC WebCheck-Inn (If Applicable)
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*GM and/or other key personnel are able to check in guest
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*Proper phone etiquette, per brand standard, is used when answering, connecting, or placing calls on hold
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Front desk is utilizing a sales informational sheets for sales inquires
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Are associates using their position specific checklist
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**GXP or HotSheets are in place and currently used to document guests request/complaints. Follow up by front desk associates are in compliance with brand standards.
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+-Are these then distributed and communicated to the departments/managers and is follow-up happening?
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*Is there a departmental Pass On or Communication Log in use? (If there is just 1 log for the hotel, mark this question as N/A, and answer the question within the Leadership section)
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Hotel shuttles/vehicles are clean and well maintained inside and out
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Hotel shuttles/vehicles logs are being used
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Back office area is neat, organized, and not cluttered
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*Back office service scores and positive guests comments are posted and kept up to date
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*Sertifi CC authorization program in place (PCI Compliance)
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-Are there Paper CC Auths are on file?
The Market / Shop
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*The overall appearance of Market/Shop is inviting/welcoming
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Shelves are well stocked and properly fronted. There is an adequate selection and variety of items
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Prices are visible to all guests in the Shop
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All food and beverage is unexpired
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Fridge, Freezer, and Microwaves are in good condition, clean, and in working order
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Market/Shop has no visible signs of dust and debris
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Market/Shop ordering processes is accordance to DelMonte Standards
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**MTD/YTD cost of goods sold is in line with budget
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Market inventory is stored neat and organized in a locked area
Staff Observation
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Check-In Observation
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Check-Out Observation
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Guest Interaction Observation
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F&B Staff Observation 1
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F&B Staff Observation 2
Housekeeping
Housekeeping
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Is the current cleaning process for the hotel at or above the brands recommendation
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*All housekeeping associates are in brand standard uniforms (including winter attire). All uniforms are in good condition, clean, and not wrinkled. Brand standard name tag/pin are visible and not discolored or tarnished
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Room attendant carts are acceptable in appearance and not overfilled
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Linen closets and storage rooms are clean, organized and locked
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*Guests hallways are free of clutter and debris. Carpets and walls are in good condition.
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Guest vending areas are clean (windows clean, floor clean, ice machines working)?
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Lost and Found system maintained, items adequately labeled, and a system in place for returning to the guests
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Lost and found items are stored according to the DelMonte Hotel Group SOP
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*Key cards for room attendants adequately controlled and a sign in/out log maintained daily.
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Are associates using their position specific checklist
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Is housekeeping utilizing a rotating special project calendar
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*Detailed deep cleaning program in place with records maintained correctly
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Are all chemical bottles labeled properly w/ correct nozzles?
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Housekeeping room/public area inspections being conducted and tracked, with accountability measures in place
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AM & PM walkthroughs are being conducted by property leaders
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Office areas are neat, clean, and organized
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*Review Room Attendant Efficiency - Is the hotel within the budgeted threshold?
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Review the actions to get them within budgeted MPR. Note actions below.
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*Housekeeping area service scores and positive guests comments are posted and kept up to date
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*Is there a departmental Pass On or Communication Log in use? (If there is just 1 log for the hotel, mark this question as N/A, and answer the question within the Leadership section)
Housekeeping - Laundry
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Laundry storage is kept neat, clean, and organized
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Lint trap cleaning log is being used daily
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Is there a Blood Borne Pathogen Cleanup Kit in the laundry room & on each floor?
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Discarded linen log being utilized
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Linen Inventory is being conducted on a monthly basis
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Linen Inventory reviewed for accuracy (Pricing Updated)
Room Inspections
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Room Inspection 1
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Room Inspection 2
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Room Inspection 3
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Room Inspection 4
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Room Inspection 5
Food & Beverage
Food & Beverage
Restaurant
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*All Restaurant and Bar associates are in brand standard uniforms. All uniforms are in good condition, clean, and not wrinkled. Brand standard name tag/pin are visible and not discolored or tarnished
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Associate approaches guests in a timely manner
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Entrees are delivered to table in a reasonable amount of time
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Buffets are monitored and stocked as needed
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Quality and presentation of food is good
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*Overall dinning experience was excellent
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Cleanliness and condition of restaurant and bar or breakfast area is good
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*Restaurant & Bar Service scores and positive guests comments are posted and kept up to date
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Office area is kept neat, clean, and organized
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*Is there a departmental Pass On or Communication Log in use? (If there is just 1 log for the hotel, mark this question as N/A, and answer the question within the Leadership section)
Bar
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Drink portion controls properly maintained in the bars
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Quality and presentation of drinks are good
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Requisition or bottle for bottle used for the issuance of liquor
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Beverage inventory is at appropriate levels to business flow and monthly inventory recorded accurately monthly. Liquor usage inventory controls are in place
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Beverage inventory is reviewed for accuracy
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There is adequate security over all storage areas in Food and Beverage department
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**Current beverage cost MTD/YTD is in line to the budget
Room Service/ Pick-up Service
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All orders must be delivered/prepared are required by the brand
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Are guests provided an estimated delivery/pick-up time
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Food and beverage orders are delivered/available for pick up in branded program packaging
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Tray/Packaging is set correctly and in good condition with proper utensils, condiments, etc. Tray and packaging and is in compliance with brand standards
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Room service trays/packaging are always absent from guest view in corridors
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All orders must be accompanied by a card that informs the guest of tray removal procedures (Room Service Only)
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Proper script for room service order is being used by associate (Room Service Only)
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In room dining service experience includes reviewing menu items and condiments delivered with guest (Room Service Only)
Kitchen/Culinary
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*All Culinary associates are in brand standard uniforms. All uniforms are in good condition, clean, and not wrinkled. Brand standard name tag/pin are visible and not discolored or tarnished
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Seals around kitchen refrigerator and freezer are in good condition. No leaks or ice forming and temperature is maintained at proper degrees
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Kitchen equipment is clean and in good repair
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*Overall kitchen is considered clean and organized
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Sanitation practices are evident and in use (i.e. hand washing sink)
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No old or unusable food and beverage products left in storage areas/fridge
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Storage area is kept neat, clean, organized, and arranged for efficient stock control and food safety. Storage area follows the FIFO rule
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Dry storage area is kept neat, clean, organized, and arranged for efficient stock control and food safety. Storage area follows the FIFO rule
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Walk in fridge is kept neat, clean, organized, and arranged for efficient stock control and food safety. Storage area follows the FIFO rule
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Walk in freezer is kept neat, clean, organized, and arranged for efficient stock control and food safety. Storage area follows the FIFO rule
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Proper HAACP controls are being followed (temp logs, dating, proper food labeling, ect.)
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Food inventory at appropriate levels to business flow and monthly inventory recorded accurately
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Food inventory is reviewed for accuracy
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Office area is kept neat, clean, and organized
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*Is there a departmental Pass On or Communication Log in use? (If there is just 1 log for the hotel, mark this question as N/A, and answer the question within the Leadership section)
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**Current food cost MTD/YTD is in line to the budget
Meeting Rooms
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Meeting room signs are current and/or removed at the conclusion of a meeting (If Applicable)
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When meeting space is not in use, inquiry collateral is placed in signage (If Applicable)
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Meeting space carpets, windows, and blinds are clean and in good appearance
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No visible signs of dust and debris
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*Meeting space is staged as "show ready" for possible walk in's
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When meeting space is not in use, lights are turned off
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Meeting tool kit is available in each meeting room as specified by the brand
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Banquet storage room/back hallway is kept neat, clean, and organized
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Table, chairs, and equipment is stored in a safe manner
Engineering
Engineering
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*All engineering associates are in brand standard uniforms (including winter attire). All uniforms are in good condition, clean, and not wrinkled. Brand standard name tag/pin are visible and not discolored or tarnished
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Engineering service ticket/repair request system being used consistently
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*Detailed PM sheets are maintained correctly for guestrooms, corridors, ballrooms, restaurants, lobbies and all rooms completed quarterly. Deficiencies found, noted, and completed
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*Detailed PM sheets are maintained detailing procedures for all mechanical equipment to include guest room HVAC, boilers, chillers, air handlers, roof top units, water treatments, heat exchangers and elevators (as scheduled)
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Mechanical Rooms are kept neat, clean, organized, and locked
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Storage areas are kept neat, clean, organized, and locked
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Engineering shop is kept neat, clean, and organized
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*Carpet steam-cleaned professionally by an outside vendor guest rooms / corridors, restaurant and lobby twice a year. Carpet spot cleaned and maintained in house between cleaning schedule
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*Does the property have a PTAC/HVAC Cleaning process in place?
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*MESH/Light Stay utility tracking is being updated
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*Is there a departmental Pass On or Communication Log in use? (If there is just 1 log for the hotel, mark this question as N/A, and answer the question within the Leadership section)
Safety/Security
Safety/Security
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All emergency lights are in working order
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All fire extinguishers are currently up to inspection standards
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Date of last inspection
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*System and logs in place to control issuance of submaster and master key, including sign in /out columns
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MSDS books are in place and updated
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Do all chemicals have MSDS sheets available?
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Associate medical/first aid kits are properly supplied, vendor is escorted when on property, and the process is reviewed with all managers to reduce costs.
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All exterior doors are locked or have electronic locks allowing only Guest Key Card access after hours
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Emergency Evacuation Plan in place and documented
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Emergency Manual is readily available and is updated with current information
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Property has an overall feeling of security
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Water / Gas cutoffs are marked and associates are trained as to their location
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*Associate Alert Devices are in use. For Marriott's, review dashboard to verify any alerts in the past 30 days, and how they were handled.
Human Resources
Human Resources
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*Associate files are kept in a secure/locked location and are properly organized
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Associate folders are neat and organized. Terminated vs. Active associates are sepearated?
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*Review posted schedules to be sure they are Ultipro versions and not excel versions
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Schedule posted on time?
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Is there a request off procedure?
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Payroll reviewed and updated daily
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Are the associates punching in and out correctly
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*Are missed punch logs being utilized and saved to G drive accordingly.
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Perfect sell, extra rooms, and other incentives are being utilized
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*Is the hotel up to date on their hourly reviews?
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*Is the hotel up to date on their management reviews?
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Associate performance evaluations are completed by appropriate managers and signed off by GM.
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Are there current career development practices? One on One's?
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Recognition/Appreciation tools and programs are being utilized on property?
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Is an employee referral program in place (posted, utilized, and employees are aware of the program)?
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Are all in-house open positions posted, and do the postings contain the following: Position title, description of duties, name of the hiring manager, and are company-wide open jobs posted?
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AES Survey results and discuss action items
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Is a State approved Alcohol training completed for all who serve alcohol?
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Is ServeSafe training completed for all who serve food?
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Is Bloodborne Pathogen Awareness Training documented in the employee file; annually?
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Are proper hiring/on-boarding practices being conducted?
Accounting and Controls
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Bank deposits are completed at least once a week
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Hotel Safe: Safe Counts are being done monthly and are being conducted in accordance with the accounting SOP
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Hotel Safe: Verify who has access to the safe
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Hotel Safe: When was the last time the combination was changed?
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Review overage/shortages and documentation to correlate with those situations
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Review petty cash usage
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Purchasing card: If the hotel is acquiring gift cards as part of packages: 1) Are the gift cards stored in the safe until used 2) are the gift cards reconciled 3) does the hotel track the folio #s where the gift card is used.
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Purchasing card: Is the property card holders minimizing their purchases to only necessary truncations that can not be completed in birchstreet?
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Guests Washer/Dryers: Is the removal documented on collection sheets?
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Guests Washer/Dryers: Frequency of removal of money
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Guests Washer/Dryers: Is the removal done in the presence of a witness?
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Are tax exempt being done daily on Profitsage? (including folio's and proof of exemptionstatus)
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Review Q45 Report/Advance Deposits process and review ledger for posting accuracy
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Are complimentary breakfast and/or service recovery coupons being tracked
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Are all in-house guest folios current and accurate? (Check for balances >$1000 and review to confirm CC are being posted and valid authorizations are on file. )
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Are all night audit packs kept according to the SOP?
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Is the daily checklist and associated reports being saved to profitsage?
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Are Daily Log items being entered into profitsage daily by night audit? (Complimentary Rooms, Out of Order Rooms, Group Rooms, Banquet Log, etc.)
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Is the GM aware of the reasons for complimentary rooms and out of order rooms?
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Are all house accounts free of miscellaneous balances and are they being adjusted off accordingly?
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Is Marriott Bonovy reconciliation being posted daily?
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Are invoices being processed in a timely manner? (Receiving, matching, and invoices saved on GDrive)
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Expense control measures/check-booking in place
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Does the GM have a login for MyAvendra and do they have an understanding of how to review the months reports?
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*Review No-Show revenue's for the past 10 days, MTD and YTD, and verify proper no-show process is in place.
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*Review Cancellation revenue's for the past 10 days, MTD and YTD, and verify proper cancellation process is in place.
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*Review most recent AR aging report to verify any outstanding invoices. Is there anything over 90 days or of an amount that is concerning?
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*Review Chargebacks/provision for doubtful accounts, and verify proper process is in place to respond and contest
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What is being done to correct the issues or hold associates accountable?
Sales, Marketing, and Revenue
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Is this GM/Designated contact responding to their 3rd-party OTA sites accordingly? (Tripadvisor, Booking.com, etc.)
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Web sites are up to date with latest pictures and information
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Is a lead referral program in place? (business card drop, FD incentive, etc.)
Review SMR Audit with the GM and note engagement.
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Sales BT/Group/Events and Group Engagement
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Marketing Engagement
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Revenue Management Engagement
Leadership
Leadership
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*Management is dressed professionally and in accordance with their position
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***Is the hotel above the brand average for ITR/Overall Stay Score
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-Is the hotel trending below the Red Zone Threshold?
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*Are the top 3 service deficiency trends recognized by the GM/Management (Is Marriott Q Power been Used)
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What action plans are in place to correct them?
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Does the hotel have proper communication technology to keep associate to associate communications discrete (Radios, GXP Phones, etc.)
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*Is their a departmental/hotel wide Pass On or Communication Log? (If Departments have their own, mark this question as N/A)
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*Is the departmental/hotel wide Pass On or Communication Log being reviewed by GM
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Is there a guests interaction program (such as a lobby lizard) in place to ensure management interaction with guests in the lobby
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*Review Brand Initiatives via Land-It/GEN; are all initiatives up to date
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Does the property have an auto attendant system? If so, do the lines transfer accordingly.
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*Hotel wide and/or departmental pre-shift/huddle being conducted/attended for the AM & PM shifts?
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*Is there a weekly manager/leadership meeting?
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Departmental and/or All associates meeting being scheduled regularly ?
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Do the associates believe they have the tools to do their job effectively?
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Daily/Weekly/Monthly property walks are being conducted by the GM and Managers (public areas, meeting rooms, restaurants, associate break areas, hallways, etc.) Documentation of action lists written and followed through on.
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GM Office area is kept neat, clean, and organized
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Monthly reports are completed and saved to the G drive.
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Weekly reports are completed and saved to the G drive
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*GM to walk with CE & Exec HK making 5 PM inspections per week. Rooms walked, and who walked them must be tracked via GXP/Excel/Etc.
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*Capital Expenditures/Improvements are updated and/or completed; or scheduled to be completed
*All Permits, Licenses and Inspections are enforced and displayed in correct areas according to local jurisdiction, and properly saved to the G drive.
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Liquor License Expiration Date
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Health Dept. Expiration Date
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Food Service Permit Expiration Date
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Elevator Inspection Expiration Date
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Pool/Spa Licenses Expiration Date
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Review most recent Health Department Inspections - Are there any outstanding items?
Items to Review (Not scored)
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Review status of BSA/QA for the property?
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Most recent turnover
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Review most recent Departmental Audits (Engineering, HR, Internal Control)
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Chat response time (FS-4 Min, MSB-15 Min, Hilton-5 Min)
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% of Chats responded to in goal (70%)
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% of Mobile key delivered successfully (85% Marriott / TBD Hilton)
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% of Mobile key delivered successfully (85% Marriott / TBD Hilton)
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Review training compliance (85% Marriott / TBD Hilton)
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GXP Case Creation per day (FS-10, MSB-4 per 100 rooms)
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Case Takeovers (Marriott - less than 10% / Hilton - less than 4 per quarter)
