Select Service Ops Audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Hotel Structure/Appearance

• Dense colorful flowers (seasonal) are planted at:

  Yes

  No

  N/A

• Grass cut & trimmed, landscape areas free of weeds & debris, trees & shrubs trimmed neatly in appearance

  Yes

  No

  N/A

• Parking lot and/or garage is free of trash & striping and lot in good condition

  Yes

  No

  N/A

• Parking lot and/or garage illumination is adequate

  Yes

  No

  N/A

• No lights are out on the exterior signage, in the parking lot, those that illuminate the exterior of the building, porte cochere lights or any exterior lights

  Yes

  No

  N/A

• Exterior walls of structure are clean & well maintained, painted and free of chips and streaks.

  Yes

  No

  N/A

• Swimming pool surface & pool deck surface not chipped, in good condition and clean. Depth markers are clearly marked.

  Yes

  No

  N/A

• Pool area has decorative hamper & towel rack with appropriate quality & quantity of towels

  Yes

  No

  N/A

• All pool rules signs are up & in good condition

  Yes

  No

  N/A

• Pool water clear & both pool & spa in proper working order.

  Yes

  No

  N/A

• If needed, any & all temporary signs in the hotel are professionally done, (I.e. not handwritten, on appropriate stationery or stock paper, etc.)

  Yes

  No

  N/A

• Public area surfaces that are painted are not chipped and in good condition. Entrance painted curbs are in perfect condition and free of marks. Do not paint any surface not previously painted.

  Yes

  No

  N/A

• No trash cans at front entrance/porte cochere

  Yes

  No

  N/A

• Windows at front entrance and lobby are clean and free of streaks from wipe cloth. Program in place to clean first floor windows each month, all exterior windows once a year and documented.

  Yes

  No

  N/A

• Front Porte Cochere paving and side walks free of stains and dirt, clean and in good repair, pressure washed weekly and documented.

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

  Pass

  Fail

Front Desk / Bellmen

• All front desk & bellmen in uniforms that all match including winter attire. In good condition, clean and not wrinkled. Name tag is part of uniform, not discolored or tarnished.

  Yes

  No

  N/A

• All managers have name tags w/first & last names. "Trainee" badges available for new employees.

  Yes

  No

  N/A

• All guests are greeted and acknowledged in the lobby zone and at the front desk in a timely manner.

  Yes

  No

  N/A

• VIP, franchise club members, & special request guests have their rooms pre-blocked in order to ensure quick check-in

  Yes

  No

  N/A

• All credit card guests get express checkout

  Yes

  No

  N/A

• Luggage Assistance if requested the request is accommodated in a timely & professional manner.

  Yes

  No

  N/A

• Wake-up call offered upon check in.

  Yes

  No

  N/A

• Wake-up call has script and you do not hear "dead air" on phone

  Yes

  No

  N/A

• A log is in place and current, documenting every guest receives a call-back after any request to desk, housekeeping, maintenance, etc. Call-backs occur within 15 minutes of request for service - Do not leave voice message.

  Yes

  No

  N/A

• No stools or chairs visible at the front desk, bell stand, restaurant cashier station, etc.

  Yes

  No

  N/A

• Check out / check-in quick, efficient & friendly

  Yes

  No

  N/A

• Property has a supply of at least five (5) feather pillows (foam as an alternate) available on hand.

  Yes

  No

  N/A

• "Par" - housekeeping supplies, linens, blankets, towels, wash cloths, amenities, pillows, toilet tissue, etc. at/behind Front Desk & service to the guest room takes no longer than 20 minutes.

  Yes

  No

  N/A

• Vans are clean, well maintained & painted; van log is in use and current

  Yes

  No

  N/A

• Remington Club certification in progress and up to date based on associate's tenure (Priority in first 120 day, Elite in first year of employment) FOM certified on Priority, Elite and Pinnacle, GM has knowledge of the program.

  Yes

  No

  N/A

• Lobby Ambassador Program in place as budgeted (Full service level 1, full service level 2, select service level 3)

  Yes

  No

  N/A

• FD Agent stay and learn checklist with room inspection signed by GM and kept in personnel file.

  Yes

  No

  N/A

• Associates and Managers with two way radio must have ear piece/head set

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Lobby, Front Desk, & nearby areas).

  Pass

  Fail

Fitness Center

• Clock in place with correct time

  Yes

  No

  N/A

• All machines in working order

  Yes

  No

  N/A

• Decorative towel rack with rolled hand towel.

  Yes

  No

  N/A

• Water cooler w/ flat bottom clear cups inside

  Yes

  No

  N/A

• Proper room cooling / temperature

  Yes

  No

  N/A

• TV with proper programming & working remote on each piece of equipment. Head sets available. Wall tv's with closed caption.

  Yes

  No

  N/A

• Equipment is arranged attractively / adequate number machine / weights. Like items together.

  Yes

  No

  N/A

• Telephone with auto ring to front desk

  Yes

  No

  N/A

• Daily newspapers and/or magazines available

  Yes

  No

  N/A

• Approved Remington receptacle with cleaning wipes

  Yes

  No

  N/A

• Fitness Center available 24/7 with key access

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

  Pass

  Fail

Housekeeping

• All housekeepers/houseaides in uniforms that all match, including winter attire. (Name Tag is part of uniform) Uniforms are in good condition, clean, not wrinkled, name tag not discolored or tarnished aged.

  Yes

  No

  N/A

• Linen inventories at a 2.5 par level or higher

  Yes

  No

  N/A

• Lost & found book maintained, and lost & found items adequately labeled & secured

  Yes

  No

  N/A

• Key cards for room attendants adequately controlled

  Yes

  No

  N/A

• Bleach / bowl cleaners are NOT on room attendant carts

  Yes

  No

  N/A

• Bleached carpets, if any must be replaced (all areas)

  Yes

  No

  N/A

• Only approved Ecolab product on cart (Peroxide glass and surface cleaner, heavy duty bathroom cleaner, air freshener) Glass cleaner not to be used on furniture. 3 bottles total

  Yes

  No

  N/A

• No furniture polish in use.

  Yes

  No

  N/A

• Heavy duty bathroom cleaner to have a foaming nozzle or product is useless

  Yes

  No

  N/A

• New housekeeping carts are being used as designed, caddy is present for chemicals, 9 or 12 pocket caddy is present for amenities

  Yes

  No

  N/A

• On room attendant's cart vacuum rack is present and being used carts have bumpers.

  Yes

  No

  N/A

• Associates and Managers with two way radio must have ear piece/head sets.

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

  Pass

  Fail

Guestrooms - 5 rooms inspected, All 5 rooms must be compliant to lose no points. One violation & full points are lost. *If more than 10 items have point deductions then automatic failure.

• Hot water & high flow of water from shower heads no lime buildup on shower head

  Yes

  No

  N/A

• No excess caulk around tub or sink

  Yes

  No

  N/A

• Tub & sink drain quickly, sink and tub drain should be left open.

  Yes

  No

  N/A

• No cracked, poorly patched tubs or leaking faucets (tub & sink)

  Yes

  No

  N/A

• No discoloration in grout or caulking

  Yes

  No

  N/A

• No mirror desilvering or streaking from wipe cloth.

  Yes

  No

  N/A

• No mold or mildew on bath tile or anywhere in bathroom

  Yes

  No

  N/A

• No hair anywhere in bathroom, bed or living area

  Yes

  No

  N/A

• No cracks in sink, all chrome is bright & shiny

  Yes

  No

  N/A

• Tissue held in place by bathroom fan (fan works)

  Yes

  No

  N/A

• Carpet is vacuumed & free of debris; not rolled

  Yes

  No

  N/A

• No extra strings on carpet

  Yes

  No

  N/A

• No stains or burns on carpet

  Yes

  No

  N/A

• Iron and ironing board in place and in good condition.

  Yes

  No

  N/A

• TV programmed to be full screen.

  Yes

  No

  N/A

• Guest room doors self close and lock.

  Yes

  No

  N/A

• Walls, spreads, chairs, couches, etc. all clean & free of stains

  Yes

  No

  N/A

• If Hotel uses fitted sheets, they cover 100% of side of mattress & all beds have fitted sheets (unless brand standard is flat). Flat sheets if hotel has an ironer.

  Yes

  No

  N/A

• All scars & nicks on furniture are touched up

  Yes

  No

  N/A

• Mattress & box spring is in good condition and visibly appealing

  Yes

  No

  N/A

• All cords tied up & neat - except for bed phones, if cord is hidden

  Yes

  No

  N/A

• All dialed extensions & programmable buttons working properly on the phones

  Yes

  No

  N/A

• If it exists, second line & data port on phones in good working order

  Yes

  No

  N/A

• Remote works properly

  Yes

  No

  N/A

• Clock is set with correct time & alarm is off

  Yes

  No

  N/A

• TV has no fuzz on any channel, all stations are programmed with local & national call letters, all blank channels are programmed out, & no HBO channel, only HBO family allowed

  Yes

  No

  N/A

• No nicks in the wall vinyl or wall paint - must match

  Yes

  No

  N/A

• Proper number of skirt & regular hangers are in the closet (per brand)

  Yes

  No

  N/A

• U-bolts & U-bolt guards installed

  Yes

  No

  N/A

• Guestroom & bathroom doors have doorstops installed

  Yes

  No

  N/A

• All 3-way lamps have 3-way bulbs only. All guestroom bulbs are 100 watt or better & 1200 lumens or better

  Yes

  No

  N/A

• Electronic lock operates properly

  Yes

  No

  N/A

• Must have deluxe fitted bedpads which covers 100% of bed surface & wraps over edge of mattress (per brand)

  Yes

  No

  N/A

• If the property has LodgeNet or On Command, then the adult movie feature is unavailable for guest preview or purchase.

  Yes

  No

  N/A

• If the property has voice mail, instructions are printed on the telephone plate

  Yes

  No

  N/A

• No broken items in guestroom or guest bath

  Yes

  No

  N/A

• All lights work properly & no burned out bulbs

  Yes

  No

  N/A

• HVAC works properly and air filter in HVAC unit is clean and in good condition.

  Yes

  No

  N/A

• No disposable trash bags used in the guestroom

  Yes

  No

  N/A

• Mattress is rotated quarterly & the current quarter is shown on the bottom right hand corner of the bed. Pillow top mattresses should be rotated "top to bottom."

  Yes

  No

  N/A

• Guest room closet doors must open or slide easily

  Yes

  No

  N/A

• No visible signs of water leaks/stains on wall, floors, ceilings

  Yes

  No

  N/A

• No yellow or white pages in guest rooms, available at front desk. Directory, collaterals not soiled, or written on, placed properly.

  Yes

  No

  N/A

• Painted surfaces are not chipped and are in good condition

  Yes

  No

  N/A

• Bathroom lighting is good

  Yes

  No

  N/A

• High speed internet access is available and works in guest room

  Yes

  No

  N/A

• Phone has One Touch button (full service hotels) for all service needs (i.e. wake up calls, HK, guest request, except room service)

  Yes

  No

  N/A

• Guest Room Thermostat is working properly and is digital and properly set recommend 74 in summer and 68 in winter.

  Yes

  No

  N/A

• Toilet seat to be in down position

  Yes

  No

  N/A

• Room smells fresh and free of odor

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

  Pass

  Fail

Public Area

• Public restrooms are clean, attractive & in good working order.

  Yes

  No

  N/A

• No trash bags in public areas have excessive drape over the edge of the trash can (includes public bathrooms) Only approved Remington trash receptacles.

  Yes

  No

  N/A

• No peeling vinyl.

  Yes

  No

  N/A

• Interior walls clean & not scratched, dented or marked. All touch up painting on repaired walls & ceiling matches existing paint and is unnoticeable.

  Yes

  No

  N/A

• All lights working and are of consistent spec, especially in ceiling fixtures

  Yes

  No

  N/A

• Carpets are free of stains & debris & not rolled

  Yes

  No

  N/A

• No visible signs of water leaks/stains on wall, floors, ceilings

  Yes

  No

  N/A

• All interior staircases are clean, painted & attractive

  Yes

  No

  N/A

• Exterior sidewalks in good condition

  Yes

  No

  N/A

• Lobby elevators are clean, well-lit, sides are not scratched or chipped, stone/tile floors not broken, all floor buttons are working & lit, no carpet stains, elevator tracks are clean and free of debris.

  Yes

  No

  N/A

• No silk or artificial plants flowers anywhere.

  Yes

  No

  N/A

• All interior signage uniformed and according to interior signage design

  Yes

  No

  N/A

• No signage or promotional frames in guest elevators

  Yes

  No

  N/A

• Lights in the public area, fitness centers, vending, guest laundry and restrooms should not be on a switch and on at all times.

  Yes

  No

  N/A

• All public area TVs should be on closed caption

  Yes

  No

  N/A

• No welcome mats or any type of mats in the interior of hotel. Brand approved mats are acceptable only on the outside of entrances.

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

  Pass

  Fail

Food & Beverage

• Breakfast experience, quality of food and breakfast buffet presentation up to standards.

  Yes

  No

  N/A

• Cleanliness and condition of restaurant and bar.

  Yes

  No

  N/A

• Kitchen hoods are clean and a program is in place to clean the hoods.

  Yes

  No

  N/A

• All F&B in uniforms that all match, including winter attire. Clean, not wrinkled, name tag not discolored or tarnished or aged. (Name Tag is part of uniform)

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

  Pass

  Fail

Kitchen:

• Seals around kitchen refrigerator and freezer are in good condition. No leaks or ice forming and temperature is maintained at proper degrees

  Yes

  No

  N/A

• Kitchen is clean and equipment is in good repair

  Yes

  No

  N/A

• Sanitation practices are evident and in use (i.e. hand washing sink)

  Yes

  No

  N/A

• Bottle of liquor distinctly marked

  Yes

  No

  N/A

• Adequate Security over all storage areas in Food & Beverage Department.

  Yes

  No

  N/A

• Storage Areas arranged for efficient stock control.

  Yes

  No

  N/A

• Requisition or bottle for bottle used for the issuance of liquor

  Yes

  No

  N/A

• Drink portion controls properly maintained in the bars.

  Yes

  No

  N/A

• Friendly greeting by the breakfast attendant in a timely manner..

  Yes

  No

  N/A

• No old or not usable food and beverage products carried on F&B inventory.

  Yes

  No

  N/A

• Food safety practices in place, review the last health department inspection report and " or Brand QA " report.

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (All F&B Areas, including Front & Back of the House)

  Pass

  Fail

Preventative Maintenance

• All maintenance in uniforms that match, clean, in good condition, name tags in good condition (optional can be embroidered if OK by brand)

  Yes

  No

  N/A

• Detailed PM sheets are maintained correctly for guestrooms, corridors, ballrooms, restaurants, lobbies & all rooms completed quarterly. Deficiencies found, noted, and completed.

  Yes

  No

  N/A

• Detailed PM sheets are maintained correctly detailing key 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).

  Yes

  No

  N/A

• Carpet steamed cleaned professionally by an outside vendor guest rooms / corridors every 120 days, restaurant and lobby every month, meeting rooms every 90 days, carpet spot cleaned and maintained between cleaning schedule. (No in house steam / carpet cleaning).

  Yes

  No

  N/A

• GM to walk with C.E. & Exec Hskpr making 5 PM inspections per week plus all public areas, meeting rooms, restaurants, & associate break areas (with documentation of action lists written, scored and signed PM's for last 60 days).

  Yes

  No

  N/A

• All public area hard surface flooring in attractive & good condition

  Yes

  No

  N/A

• GM Inspections - written, scored and signed-20 per month if above the Brand Average - 20 per week minimum if below the Brand. If below the Brand Average - all room PMs are inspected by the GM

  Yes

  No

  N/A

• Marble professionally honed once a year or more often as needed basis

  Yes

  No

  N/A

• Associates and Managers with two way radio must have ear piece/head set.

  Yes

  No

  N/A

• Regardless of PM sheets, Condition of all mechanical equipment (guest room HVAC units, boilers, chillers, air handlers, roof top units, elevators, etc.) appear to be in good working order.

  Pass

  Fail

Safety/Security

• If contract security, current insurance certificate on file

  Yes

  No

  N/A

• System & logs in place to control issuance of submaster & master key

  Yes

  No

  N/A

• Front desk requires valid ID before issuing duplicate key to guest.

  Yes

  No

  N/A

• Written MOD Manual/Procedures in place & being followed

  Yes

  No

  N/A

• All exterior doors are locked or have electronic locks allowing only Guest Key Card access after 10:00 PM with exception of Front Lobby doors.

  Yes

  No

  N/A

• Contract security only in the approved Select Service hotels.

  Yes

  No

  N/A

• Cameras (Okay behind the front desk if monitored or recorded. The others are in the back of the house and must be recorded. No dummy cameras are present).

  Yes

  No

  N/A

• Emergency Evacuation Plan in place & documented

  Yes

  No

  N/A

• Semi-annual fire drills conducted & documentation maintained

  Yes

  No

  N/A

• Property has an overall feeling of security

  Yes

  No

  N/A

• Water / Gas cutoffs are marked and associates trained as to their location.

  Yes

  No

  N/A

• Carbon monoxide monitors in pre determined locations, mechanical rooms, storages and rooms.

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

Banquet/Meeting Rooms

• Banquet Associates in appropriate uniform. In good condition, clean, not wrinkled, name tag is not discolored or tarnished or aged. (Name Tag is part of uniform)

  Yes

  No

  N/A

• Coffee Breaks are properly stocked, tidy & attractively displayed

  Yes

  No

  N/A

• Serving utensils are silver or stainless steel (not plastic)

  Yes

  No

  N/A

• Banquet chairs are free of stains, holes, tears

  Yes

  No

  N/A

• Sustainable meetings, metal top tables in use. Refresh station in use. No mix of metal top linenless and linend tables in the same meeting space. Touch up kits for tables available and associates are trained how to use.

  Yes

  No

  N/A

• All lights are in working order

  Yes

  No

  N/A

• Every meeting room has a telephone that rings directly to the operator or a label indicating "dial 0 for operator"

  Yes

  No

  N/A

• Meeting rooms have an attractive sign that displays the name of the group occupying the space or if empty, the property logo sign

  Yes

  No

  N/A

• Meeting rooms not in use are set and not empty and in a "showable" condition (i.e. set-up in theatre, rounds, etc.)

  Yes

  No

  N/A

• The banquet department is reachable via radio during business hours

  Yes

  No

  N/A

• Associates, Managers with two way radio must have ear piece/ head set.

  Yes

  No

  N/A

• Number of approved banquet houseman are the same as the most recent payroll. This is an automatic failure

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

• Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (All F&B Areas, including Front & Back of the House)

  Pass

  Fail

Corner Pantry, If Applicable

• Shelves well stocked & properly fronted, large family size bags of chips, pretzels and jars of salsa are stocked on the shelves.

  Yes

  No

  N/A

• Adequate selection of toiletry items

  Yes

  No

  N/A

• The overall appearance of the pantry is attractive & appealing (strong sense of retail)

  Yes

  No

  N/A

• "Daily Prepared Item" (sandwiches/salads) are dated, attractively presented & available or meal alternatives offered 24/7 (i.e. frozen entrees/lunchables)

  Yes

  No

  N/A

• Prices are visible to all guests in the Pantry

  Yes

  No

  N/A

• All equipment in good condition & working order

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

Best Practice and Guest Experience

• Describe Hotels POD (point of Distinction

  Additional Info

• Associates talk about it at check in , in restaurant during site visits, ETC,

  Yes

  No

  N/A

• Evidence of POD story at the front desk, restaurant and bar.

  Yes

  No

  N/A

• Used as part of welcome amenities.

  Yes

  No

  N/A

• Used as part of sales and marketing collaterals.

  Yes

  No

  N/A

• Verify lobby beverage program is in place as well as the lobby ambassador program during breakfast and key check-in/check-out times with a posted leadership team schedule. Beverage station positioned near front door and front desk.

  Yes

  No

  N/A

• Web sites(s) are up to date with latest pictures and information.

  Yes

  No

  N/A

• Associate Cafeteria/Break room, if applicable, brightly lit, exceptionally clean, with no signs of wear or decay on floors, walls, ceilings, or equipment. Food is approp. Temp., good variety & of excellent quality. Wall must contain poster of 5 Remington Drivers, Fair Treatment & Harassment Policy. Inspector must eat 1 meal in cafeteria. If no cafeteria there should be a clean place set aside for associates to eat lunch & take breaks.

  Yes

  No

  N/A

• Use of guest name.

  Yes

  No

  N/A

• Guiding principles posted along with 5 Key Drivers.

  Yes

  No

  N/A

• Storage containers are not allowed to be used at all hotels except San Diego Sheraton during refresh/renovation

  Yes

  No

  N/A

• MOD with a two way radio must have ear piece/head set.

  Yes

  No

  N/A

• Hotels should not decorate for any specific holidays, during Christmas season an artificial tree can by displayed and decorated but no other decoration allowed. Never penetrate wall, vinyl with nails, pins, tacks, ETC.

  Yes

  No

  N/A

• Miscellaneous

  Additional Info

Miscellaneous Items and Observations

• Management is dressed professionally and in accordance with their position.

  Yes

  No

  N/A

• Public area and throughout the hotel are free of dust.

  Yes

  No

  N/A

• Mechanical and storage rooms clean and organized.

  Yes

  No

  N/A

• Back loading dock and dumpster area cleanliness.

  Yes

  No

  N/A

• Admin office neat, clean, organized, good repair, presentable to public.

  Yes

  No

  N/A

• Morning standup/huddle meeting conducted.

  Yes

  No

  N/A