Title Page
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Site conducted
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Prepared by
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Auditor Position
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Property ID
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Conducted on
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Location
CHECK-IN EXPERIENCE
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Date & Time
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Team Member(s) Name
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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?
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Did the complete registration process took not more than 5 minutes from the time of joining the queue?
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The room type, special requests (e.g. smoking preference), and departure date reconfirmed?
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Did the Team Member confirm the details with the passport and Id for the booking reference?
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The Guest is made aware of the estimated time, in case the room takes time to prepare for arrival
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Did the Team Member offer a pleasant stay at the end of the conversation and check for further assistance?
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The Team Member is wellgroomed and neatly presented in clean, wellfitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Team Member in conversation is clear and understandable with Guests? Engaged in a wellpaced, natural (no scripted, jargon/slang free), friendly and interested manner?
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Did the Team Member use the Guest's name in the conversation at least twice, naturally and discreetly without overusing it?
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Did the Team Member provide verbal directions to the elevators and allocated room?
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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?
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Did the Team Member make every effort to meet the Guest's requests or offer a suitable alternative?
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Did the Team Member personalize the interaction in any way and engage the guest as an individual?
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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)?
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Was service anticipatory/intuitive with the Team Member thinking ahead to act on future needs/opportunities of the Guest?
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Team Members maintain alert postures and respect the Guest's presence when interacting with each other?
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Where applicable, did the Team Member display selfcontrol and empathy in challenging interactions and offer a suitable alternative/resolution?
BEDROOM & APARTMENT
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The television and the its remotes clean and ready to use?
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The carpet/tiles/wood flooring clean and free of stains?
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All walls, doors clean and free of scuffs (i.e., not noticeably scuffed in several places)?
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The ceilings and vents clean and free of any dust?
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The room at a comfortable temperature on arrival and free of odor?
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The bed balance/skirting neatly arranged and clean (if applicable)?
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The headboard clean and in good condition?
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The bed made with clean linen, which was free of stains or tears?
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The bedspread/duvet/blankets/scatter cushions/bolsters clean?
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All upholstered furniture clean and free of stains?
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All the furniture surfaces clean and dust/smear free?
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All the picture/door/mirror frames clean and dust free?
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All the windows/mirrors/chrome/metal surfaces clean and free of smears?
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The curtains/voiles/shutters/blinds clean and properly fitted?
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The wardrobes/drawers clean and free of any scuffs, dust, or debris?
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The dustbin clean and in good condition?
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All light fixtures in the bathroom and bedroom working properly and they are clean and dust free?
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TCMS Tea, Coffee, Milk creamer & Sugar tray was neatly presented and adequate
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All the Kitchen OS&E's were found neat, sparkling clean and placed at the right locations?
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Appliances as such Cooker, Washing Machine, Refrigirator, Dishwasher, Microwave, Kettle, Iron, hair dryer were in clean and working condition
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Was the Housekeeping team member attended the requests efficiently? (Add the Team Member name(s) in the notes)
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Courtesy and competencies of the Team Members was as per the expectation and standards? (Add the Team Member name(s) in the notes)
BATHROOM
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The bathroom is completely moldfree?
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The floors, walls, doors ,and ceiling clean?
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Is the shower, bath, sink and toilet clean?
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The showerhead and bath/sink taps polished and free of limescalee?
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The shower curtain/doors are clean?
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All counters, shelves, and soap dispensers clean and dry?
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The dustin bin clean and in good condition?
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There is full box of tissues, a wellpresented toilet roll and a spare toilet roll available?
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Were all towels clean, unstained and in good repair?
CHECK-OUT EXPERIENCE
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Date & Time
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Team Member Name
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Were the team member wellgroomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
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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?
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If a queue is present the guest offered assistance within one minute of joining it?
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Did complete check out take not more than 3 minutes?
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Did the Team Member collect the key from the guest with a proper manner?
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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)?
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Did the Team Member ask at any point if the guest had enjoyed their stay? If complained did the Team Member handled it efficiently?
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Did the Team Member inform the guest about the online feedback?
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Did the Team Member offer a sincere farewell at the end of the interaction?
AUDITOR'S ADDITIONAL & FINAL COMMENTS
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ADDITIONAL & FINAL COMMENTS