Stayover Experience Audit Checklist

I was helped immediately or if a queue was present, Team Member positively acknowledged with facial gestures within 1 minute of approaching the desk and helped within 2 minutes?

Did the complete registration process took not more than 5 minutes from the time of joining the queue?

The room type, special requests (e.g. smoking preference), and departure date reconfirmed?

Did the Team Member confirm the details with the passport and Id for the booking reference?

The Guest is made aware of the estimated time, in case the room takes time to prepare for arrival

Did the Team Member offer a pleasant stay at the end of the conversation and check for further assistance?

The Team Member is wellgroomed and neatly presented in clean, wellfitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Team Member in conversation is clear and understandable with Guests? Engaged in a wellpaced, natural (no scripted, jargon/slang free), friendly and interested manner?

Did the Team Member use the Guest's name in the conversation at least twice, naturally and discreetly without overusing it?

Did the Team Member provide verbal directions to the elevators and allocated room?

Did the Team Member display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other property facilities or immediately offering to find out the information required?

Did the Team Member make every effort to meet the Guest's requests or offer a suitable alternative?

Did the Team Member personalize the interaction in any way and engage the guest as an individual?

The Team Member was active to listen, avoids interrupting, and gives the Guests their undivided attention (i.e., the Guest should not have to repeat themselves)?

Was service anticipatory/intuitive with the Team Member thinking ahead to act on future needs/opportunities of the Guest?

Team Members maintain alert postures and respect the Guest's presence when interacting with each other?

Where applicable, did the Team Member display selfcontrol and empathy in challenging interactions and offer a suitable alternative/resolution?

The television and the its remotes clean and ready to use?

The carpet/tiles/wood flooring clean and free of stains?

All walls, doors clean and free of scuffs (i.e., not noticeably scuffed in several places)?

The ceilings and vents clean and free of any dust?

The room at a comfortable temperature on arrival and free of odor?

The bed balance/skirting neatly arranged and clean (if applicable)?

The headboard clean and in good condition?

The bed made with clean linen, which was free of stains or tears?

The bedspread/duvet/blankets/scatter cushions/bolsters clean?

All upholstered furniture clean and free of stains?

All the furniture surfaces clean and dust/smear free?

All the picture/door/mirror frames clean and dust free?

All the windows/mirrors/chrome/metal surfaces clean and free of smears?

The curtains/voiles/shutters/blinds clean and properly fitted?

The wardrobes/drawers clean and free of any scuffs, dust, or debris?

The dustbin clean and in good condition?

All light fixtures in the bathroom and bedroom working properly and they are clean and dust free?

TCMS Tea, Coffee, Milk creamer & Sugar tray was neatly presented and adequate

All the Kitchen OS&E's were found neat, sparkling clean and placed at the right locations?

Appliances as such Cooker, Washing Machine, Refrigirator, Dishwasher, Microwave, Kettle, Iron, hair dryer were in clean and working condition

Was the Housekeeping team member attended the requests efficiently? (Add the Team Member name(s) in the notes)

Courtesy and competencies of the Team Members was as per the expectation and standards? (Add the Team Member name(s) in the notes)

The bathroom is completely moldfree?

The floors, walls, doors ,and ceiling clean?

Is the shower, bath, sink and toilet clean?

The showerhead and bath/sink taps polished and free of limescalee?

The shower curtain/doors are clean?

All counters, shelves, and soap dispensers clean and dry?

The dustin bin clean and in good condition?

There is full box of tissues, a wellpresented toilet roll and a spare toilet roll available?

Were all towels clean, unstained and in good repair?

Were the team member wellgroomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

The guest was offered assistance immediately or if a queue was present was, he/she positively acknowledged with a facial gesture within 30 seconds of approaching the desk?

If a queue is present the guest offered assistance within one minute of joining it?

Did complete check out take not more than 3 minutes?

Did the Team Member collect the key from the guest with a proper manner?

Did the Team Member actively listen and maintain eye contact, giving the guest their undivided attention (i.e., the guest should not have to repeat themselves)?

Did the Team Member ask at any point if the guest had enjoyed their stay? If complained did the Team Member handled it efficiently?

Did the Team Member inform the guest about the online feedback?

Did the Team Member offer a sincere farewell at the end of the interaction?