Select Service Ops Audit

Information

Document No.
Audit Title
Client / Site
Conducted on
Prepared by
Location
Personnel

Hotel Structure/Appearance

Dense colorful flowers (seasonal) are planted at:
Grass cut & trimmed, landscape areas free of weeds & debris, trees & shrubs trimmed neatly in appearance
Parking lot and/or garage is free of trash & striping and lot in good condition
Parking lot and/or garage illumination is adequate
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
Exterior walls of structure are clean & well maintained, painted and free of chips and streaks.
Swimming pool surface & pool deck surface not chipped, in good condition and clean. Depth markers are clearly marked.
Pool area has decorative hamper & towel rack with appropriate quality & quantity of towels
All pool rules signs are up & in good condition
Pool water clear & both pool & spa in proper working order.
If needed, any & all temporary signs in the hotel are professionally done, (I.e. not handwritten, on appropriate stationery or stock paper, etc.)
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.
No trash cans at front entrance/porte cochere
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.
Front Porte Cochere paving and side walks free of stains and dirt, clean and in good repair, pressure washed weekly and documented.
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

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.
All managers have name tags w/first & last names. "Trainee" badges available for new employees.
All guests are greeted and acknowledged in the lobby zone and at the front desk in a timely manner.
VIP, franchise club members, & special request guests have their rooms pre-blocked in order to ensure quick check-in
All credit card guests get express checkout
Luggage Assistance if requested the request is accommodated in a timely & professional manner.
Wake-up call offered upon check in.
Wake-up call has script and you do not hear "dead air" on phone
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.
No stools or chairs visible at the front desk, bell stand, restaurant cashier station, etc.
Check out / check-in quick, efficient & friendly
Property has a supply of at least five (5) feather pillows (foam as an alternate) available on hand.
"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.
Vans are clean, well maintained & painted; van log is in use and current
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.
Lobby Ambassador Program in place as budgeted (Full service level 1, full service level 2, select service level 3)
FD Agent stay and learn checklist with room inspection signed by GM and kept in personnel file.
Associates and Managers with two way radio must have ear piece/head set
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Lobby, Front Desk, & nearby areas).

Fitness Center

Clock in place with correct time
All machines in working order
Decorative towel rack with rolled hand towel.
Water cooler w/ flat bottom clear cups inside
Proper room cooling / temperature
TV with proper programming & working remote on each piece of equipment. Head sets available. Wall tv's with closed caption.
Equipment is arranged attractively / adequate number machine / weights. Like items together.
Telephone with auto ring to front desk
Daily newspapers and/or magazines available
Approved Remington receptacle with cleaning wipes
Fitness Center available 24/7 with key access
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

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.
Linen inventories at a 2.5 par level or higher
Lost & found book maintained, and lost & found items adequately labeled & secured
Key cards for room attendants adequately controlled
Bleach / bowl cleaners are NOT on room attendant carts
Bleached carpets, if any must be replaced (all areas)
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
No furniture polish in use.
Heavy duty bathroom cleaner to have a foaming nozzle or product is useless
New housekeeping carts are being used as designed, caddy is present for chemicals, 9 or 12 pocket caddy is present for amenities
On room attendant's cart vacuum rack is present and being used carts have bumpers.
Associates and Managers with two way radio must have ear piece/head sets.
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

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
No excess caulk around tub or sink
Tub & sink drain quickly, sink and tub drain should be left open.
No cracked, poorly patched tubs or leaking faucets (tub & sink)
No discoloration in grout or caulking
No mirror desilvering or streaking from wipe cloth.
No mold or mildew on bath tile or anywhere in bathroom
No hair anywhere in bathroom, bed or living area
No cracks in sink, all chrome is bright & shiny
Tissue held in place by bathroom fan (fan works)
Carpet is vacuumed & free of debris; not rolled
No extra strings on carpet
No stains or burns on carpet
Iron and ironing board in place and in good condition.
TV programmed to be full screen.
Guest room doors self close and lock.
Walls, spreads, chairs, couches, etc. all clean & free of stains
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.
All scars & nicks on furniture are touched up
Mattress & box spring is in good condition and visibly appealing
All cords tied up & neat - except for bed phones, if cord is hidden
All dialed extensions & programmable buttons working properly on the phones
If it exists, second line & data port on phones in good working order
Remote works properly
Clock is set with correct time & alarm is off
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
No nicks in the wall vinyl or wall paint - must match
Proper number of skirt & regular hangers are in the closet (per brand)
U-bolts & U-bolt guards installed
Guestroom & bathroom doors have doorstops installed
All 3-way lamps have 3-way bulbs only. All guestroom bulbs are 100 watt or better & 1200 lumens or better
Electronic lock operates properly
Must have deluxe fitted bedpads which covers 100% of bed surface & wraps over edge of mattress (per brand)
If the property has LodgeNet or On Command, then the adult movie feature is unavailable for guest preview or purchase.
If the property has voice mail, instructions are printed on the telephone plate
No broken items in guestroom or guest bath
All lights work properly & no burned out bulbs
HVAC works properly and air filter in HVAC unit is clean and in good condition.
No disposable trash bags used in the guestroom
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."
Guest room closet doors must open or slide easily
No visible signs of water leaks/stains on wall, floors, ceilings
No yellow or white pages in guest rooms, available at front desk. Directory, collaterals not soiled, or written on, placed properly.
Painted surfaces are not chipped and are in good condition
Bathroom lighting is good
High speed internet access is available and works in guest room
Phone has One Touch button (full service hotels) for all service needs (i.e. wake up calls, HK, guest request, except room service)
Guest Room Thermostat is working properly and is digital and properly set recommend 74 in summer and 68 in winter.
Toilet seat to be in down position
Room smells fresh and free of odor
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Public Area

Public restrooms are clean, attractive & in good working order.
No trash bags in public areas have excessive drape over the edge of the trash can (includes public bathrooms) Only approved Remington trash receptacles.
No peeling vinyl.
Interior walls clean & not scratched, dented or marked. All touch up painting on repaired walls & ceiling matches existing paint and is unnoticeable.
All lights working and are of consistent spec, especially in ceiling fixtures
Carpets are free of stains & debris & not rolled
No visible signs of water leaks/stains on wall, floors, ceilings
All interior staircases are clean, painted & attractive
Exterior sidewalks in good condition
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.
No silk or artificial plants flowers anywhere.
All interior signage uniformed and according to interior signage design
No signage or promotional frames in guest elevators
Lights in the public area, fitness centers, vending, guest laundry and restrooms should not be on a switch and on at all times.
All public area TVs should be on closed caption
No welcome mats or any type of mats in the interior of hotel. Brand approved mats are acceptable only on the outside of entrances.
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Food & Beverage

Breakfast experience, quality of food and breakfast buffet presentation up to standards.
Cleanliness and condition of restaurant and bar.
Kitchen hoods are clean and a program is in place to clean the hoods.
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)
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Kitchen:

Seals around kitchen refrigerator and freezer are in good condition. No leaks or ice forming and temperature is maintained at proper degrees
Kitchen is clean and equipment is in good repair
Sanitation practices are evident and in use (i.e. hand washing sink)
Bottle of liquor distinctly marked
Adequate Security over all storage areas in Food & Beverage Department.
Storage Areas arranged for efficient stock control.
Requisition or bottle for bottle used for the issuance of liquor
Drink portion controls properly maintained in the bars.
Friendly greeting by the breakfast attendant in a timely manner..
No old or not usable food and beverage products carried on F&B inventory.
Food safety practices in place, review the last health department inspection report and " or Brand QA " report.
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (All F&B Areas, including Front & Back of the House)

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)
Detailed PM sheets are maintained correctly for guestrooms, corridors, ballrooms, restaurants, lobbies & all rooms completed quarterly. Deficiencies found, noted, and completed.
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).
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).
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).
All public area hard surface flooring in attractive & good condition
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
Marble professionally honed once a year or more often as needed basis
Associates and Managers with two way radio must have ear piece/head set.
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.

Safety/Security

If contract security, current insurance certificate on file
System & logs in place to control issuance of submaster & master key
Front desk requires valid ID before issuing duplicate key to guest.
Written MOD Manual/Procedures in place & being followed
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.
Contract security only in the approved Select Service hotels.
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).
Emergency Evacuation Plan in place & documented
Semi-annual fire drills conducted & documentation maintained
Property has an overall feeling of security
Water / Gas cutoffs are marked and associates trained as to their location.
Carbon monoxide monitors in pre determined locations, mechanical rooms, storages and rooms.
Miscellaneous

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)
Coffee Breaks are properly stocked, tidy & attractively displayed
Serving utensils are silver or stainless steel (not plastic)
Banquet chairs are free of stains, holes, tears
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.
All lights are in working order
Every meeting room has a telephone that rings directly to the operator or a label indicating "dial 0 for operator"
Meeting rooms have an attractive sign that displays the name of the group occupying the space or if empty, the property logo sign
Meeting rooms not in use are set and not empty and in a "showable" condition (i.e. set-up in theatre, rounds, etc.)
The banquet department is reachable via radio during business hours
Associates, Managers with two way radio must have ear piece/ head set.
Number of approved banquet houseman are the same as the most recent payroll. This is an automatic failure
Miscellaneous
Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (All F&B Areas, including Front & Back of the House)

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.
Adequate selection of toiletry items
The overall appearance of the pantry is attractive & appealing (strong sense of retail)
"Daily Prepared Item" (sandwiches/salads) are dated, attractively presented & available or meal alternatives offered 24/7 (i.e. frozen entrees/lunchables)
Prices are visible to all guests in the Pantry
All equipment in good condition & working order
Miscellaneous

Best Practice and Guest Experience

Describe Hotels POD (point of Distinction
Associates talk about it at check in , in restaurant during site visits, ETC,
Evidence of POD story at the front desk, restaurant and bar.
Used as part of welcome amenities.
Used as part of sales and marketing collaterals.
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.
Web sites(s) are up to date with latest pictures and information.
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.
Use of guest name.
Guiding principles posted along with 5 Key Drivers.
Storage containers are not allowed to be used at all hotels except San Diego Sheraton during refresh/renovation
MOD with a two way radio must have ear piece/head set.
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.
Miscellaneous