Service Delivery Manager Check V4

• Site name

• How many rooms on site?

• Area Manager

• Conducted on

  Date

• Prepared by

• Personnel at site

• How Many Deliveries per week

• The LRKB is in use, up to date, completed in full and signed off?

  Yes

  No

  N/A

• Is the laundry tracker in use, up to date, accurate and completed in full?

  Yes

  No

  N/A

• Are shorts recorded on the tracker?

  Yes

  No

  N/A

• Are the hotel manager and HHK aware of laundry escalation process and contacts?

  Yes

  No

  N/A

• Is all paperwork organised and in good order?

  Yes

  No

  N/A

• Are all delivery notes kept in the LRKB? (3 months worth total)

  Yes

  No

  N/A

• Add media

  Media

• Does site use the Genie tool?

  No

• Does site use the Check Mate tool?

  No

• Is the remote control cleaning log in place and up to date?

  No

• In a Make - When guests leave their belongings on the bed is team removing it and setting up the bed or does the team not make the bed at all? (RESEARCH)

  Team removes and makes the bed.

  Team doesn't make the bed at all.

• In a make -when guest leave dirty cups / glasses and there is still liquid inside what do the team do? (RESEARCH)

  Does the team leave the dirty cups /glasses and leave clean?

  Does the team just leave the cups / glasses and not replace?

  Does the team remove the dirty cups /glasses and replace with clean?

• In a make - If the desk / bathroom shelf is covered with guests belongings does the team move it to dust / clean? (RESEARCH)

  Yes

  No

• Are all deliveries signed in and checked?

  Yes

  No

  N/A

• Is all clean and dirty linen secure and free from risk of theft?

  Yes

  No

  N/A

• Is the delivery area clean and well kept?

  Yes

  No

  N/A

• Does the delivery area double as a linen room?

  No

• Is the linen room clean, tidy and is all shelving labelled correctly?

  Yes

  No

  N/A

• Are shelves over packed with linen?

  Yes

  No

• Linen found on the floor in any area?

  Yes

  No

• Is stock being rotated regularly?

  Yes

  No

  N/A

• Add media

  Media

• What current methods are used for the movement of linen? (Research - Add comments, photos)

  Add Comment

• Are all trolleys clean?

  Yes

  No

• How many linen porters? (Research)

  Select Yes No N/A

  • Yes
  • No
  • N/A

• Are housekeeping trolleys all set up correctly and in good working order?

  No

• Are trolleys set up each day for the following day at the end of shift or are they set up by nightshift? (RESEARCH)

  Yes

  No

• Add media

  Media

• Does the hotel manager & HHK know their current reject percentage?

  Yes

  No

  N/A

• Can the hotel manager, HHK and sample of housekeepers talk through the Common Sense Reject Standard?

  Yes

  No

  N/A

• Check a sample of rejected items. Are all items valid rejects? (Add photos of checked rejects)

  Yes

  No

  N/A

• Does every HK team member have a common-sense reject fob on their person?

  Yes

  No

  N/A

• Is current reject recording accurate and logged in tracker?

  Yes

  No

  N/A

• Are all rejects currently stored and bagged correctly?

  Yes

  No

  N/A

• Add media

  Media

• What external portal system is used? (Mark N/A add comments and photos)

  Add Comment

• Can the hotel manager & HHK use the relevant laundry portal (Mark N/A if no supplier laundry portal)

  Yes

  No

  N/A

• Does the hotel manager & HHK review weekly forecast and linen stock levels?

  Yes

  No

  N/A

• Is the site correctly submitting the weekly stock count? (No over or under declaring)

  Yes

  No

  N/A

• Does the hotel manager spot check the weekly count?

  Yes

  No

  N/A

• Are the actual beds in rooms accurate to BART?

  Yes

  No

  N/A

• Are all bed bug checks in place and up to date?

  Yes

  No

  N/A

• Can the hotel manager & HHK explain the bed bug process if an infestation is found?

  Yes

  No

  N/A

• Site YTD LCPS

• Site PTD LCPS

• What is the YTD variance to budget?

• What is the PTD variance to budget?

• Can the hotel manager & HHK talk through their current P+L?

  Yes

  No

  N/A

• Does the HHK know their monthly LCPS budget?

  Yes

  No

  N/A

Bedroom

• First Impression (Clean and Fresh)?

  Yes

  No

  N/A

• Beds made to standard?

  Yes

  No

  N/A

• Throw Clean?

  Yes

  No

  N/A

• Consumables fully stocked and clean (incl. Kettle)

  Yes

  No

  N/A

• Dust free (Check two surfaces)

  Yes

  No

  N/A

• Carpet clean and good repair?

  Yes

  No

  N/A

• Curtain and Nets clean and in good repair?

  Yes

  No

  N/A

• POS in good condition and in line with merchandising guide?

  Yes

  No

  N/A

• Lighting clean and in good repair?

  Yes

  No

  N/A

• Furniture clean and in good repair?

  Yes

  No

  N/A

• TV dust free and working?

  Yes

  No

  N/A

Bathroom Check

• Shower curtain clean and in good repair?

  Yes

  No

  N/A

• Mirror clean and good repair?

  Yes

  No

  N/A

• Is the bathroom in good repair?

  Yes

  No

  N/A

• Chrome work clean and buffed?

  Yes

  No

  N/A

• Tiles clean, grouting and mastic free from mould?

  Yes

  No

  N/A

• Bath clean and free from hairs?

  Yes

  No

  N/A

• Bathroom floor clean?

  Yes

  No

  N/A

• Toilet clean?

  Yes

  No

  N/A

• Towels clean and fresh?

  Yes

  No

  N/A

• Add media

  Media

Bedroom

• First Impression (Clean and Fresh)?

  Yes

  No

  N/A

• Beds made to standard?

  Yes

  No

  N/A

• Throw Clean?

  Yes

  No

  N/A

• Consumables fully stocked and clean (incl. Kettle)

  Yes

  No

  N/A

• Dust free (Check two surfaces)

  Yes

  No

  N/A

• Carpet clean and good repair?

  Yes

  No

  N/A

• Curtain and Nets clean and in good repair?

  Yes

  No

  N/A

• POS in good condition and in line with merchandising guide?

  Yes

  No

  N/A

• Lighting clean and in good repair?

  Yes

  No

  N/A

• Furniture clean and in good repair?

  Yes

  No

  N/A

• TV dust free and working?

  Yes

  No

  N/A

Bathroom Check

• Shower curtain clean and in good repair?

  Yes

  No

  N/A

• Mirror clean and good repair?

  Yes

  No

  N/A

• Is bathroom in good repair?

  Yes

  No

  N/A

• Chrome work clean and buffed?

  Yes

  No

  N/A

• Tiles clean, grouting and mastic free from mould?

  Yes

  No

  N/A

• Bath clean and free from hairs?

  Yes

  No

  N/A

• Bathroom floor clean?

  Yes

  No

  N/A

• Toilet clean?

  Yes

  No

  N/A

• Towels clean and fresh?

  Yes

  No

  N/A

• Add media

  Media

Bedroom

• First Impression (Clean and Fresh)?

  Yes

  No

  N/A

• Beds made to standard?

  Yes

  No

  N/A

• Throw Clean?

  Yes

  No

  N/A

• Consumables fully stocked and clean (incl. Kettle)

  Yes

  No

  N/A

• Dust free (Check two surfaces)

  Yes

  No

  N/A

• Carpet clean and good repair?

  Yes

  No

  N/A

• Curtain and Nets clean and in good repair?

  Yes

  No

  N/A

• POS in good condition and in line with merchandising guide?

  Yes

  No

  N/A

• Lighting clean and in good repair?

  Yes

  No

  N/A

• Furniture clean and in good repair?

  Yes

  No

  N/A

• TV dust free and working?

  Yes

  No

  N/A

Bathroom Check

• Shower curtain clean and in good repair?

  Yes

  No

  N/A

• Mirror clean and good repair?

  Yes

  No

  N/A

• Is bathroom in good repair?

  Yes

  No

  N/A

• Chrome work clean and buffed?

  Yes

  No

  N/A

• Tiles clean, grouting and mastic free from mould?

  Yes

  No

  N/A

• Bath clean and free from hairs?

  Yes

  No

  N/A

• Bathroom floor clean?

  Yes

  No

  N/A

• Toilet clean?

  Yes

  No

  N/A

• Towels clean and fresh?

  Yes

  No

  N/A

• Add media

  Media

• What vending machine company is in place? (Research)

  PG Group

  Pelican Rouge

  Vendaease

• Is there a potential for more machines?

  Yes

  No

• Is the machine working at time of visit?

  No

• Have there been recent issues?

  Yes

  No

• Is the hotel manager / assistant manager / host aware of the escalation process?

  Yes

  No

  N/A

• Is the machine stocked at time of visit?

  Yes

  No

• How many machines are on site? (Please attach pictures)

  1

  2

  3

  4

  5

• Add media

  Media

• How many parking spaces are there at site? UA and Regular?

• Does the Car Park currently charge and if so what do they charge?

• Is there an opportunity to charge?

  No

• Is there an opportunity to lease?

  No

• Who is the current supplier?

  Parking Eye

  LPS

  HUB

  Other

  None

• Add media

  Media

• Is the site a joint site? (If No mark all following questions as N/A)

  No

• Are weekly meetings logged and up to date?

  Yes

  No

  N/A

• Is hotel manager / assistant manager aware of partners contact details?

  Yes

  No

  N/A

• Is hotel manager aware of partners BDM details and escalation process?

  Yes

  No

  N/A

• Summary of Findings

• Recommendation

• Action One

• Action Two

• Action Three

• Action Four

• Action Five

• Site representative signature

  Sign

• Service Delivery Managers Signature

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