The Capital Hotel Operations Audit

Does the hotel's visual identity (logos, colors, uniforms) consistently reflect the brand's standards?

Are all marketing materials, including digital and print, in alignment with brand guidelines?

Is staff training on brand values and guest service standards conducted regularly?

Have all vacant positions been filled or advertised?

Are all staff members adhering to the dress code with proper identification (name badges)?

Is the staff meeting conducted monthly with actionable outcomes documented?

Are staff training and development initiatives up to date and communicated?

Is cross-training effectively utilised to enhance staff versatility?

Are all staff members trained on guest interaction protocols?

Are regular performance reviews conducted for all staff?

Is there a recognition program for outstanding staff performance?

Are staff wellness and job satisfaction regularly assessed?

Is there a feedback mechanism for staff performance from guests?

Are operational controls for OE and Linen effectively managed?

Is the guest ledger accurately maintained and current?

Have overcharge issues, such as refuse charges, been addressed and rectified?

Is there an effective system for operational feedback and continuous improvement?

Are emergency and crisis management protocols up to date and practiced?

Is technology being effectively utilised to enhance operational efficiency?

Are guest reviews and feedback systematically collected and acted upon?

Is the property adequately insured and are risk management practices in place?

Are buffets set up according to spec with the correct food items?

Are staff effectively managing peak dining times?

Have recommendations from the latest FCS Audit been implemented?

Are food and beverage quality consistent with guest expectations?

Are table setting standrads being followed for all the service periods (e.g. breakfast, lunch, dinner)?

Is table service efficient and guest-centric?

Are food safety and hygiene practices up to standard?

Is guest feedback on dining experience positive and encouraging?

Is the kitchen following R638 guidelines - are all staff members trained on the latest food safety and hygiene practices?

Are temperature logs for refrigeration units up to date and within safe limits?

Are cross-contamination prevention measures clearly displayed and adhered to - colour coding specifications?

Is waste managed properly?

Are stock rotation and FIFO (First In, First Out) methods rigorously applied?

Is equipment maintenance and cleaning documented and up to date?

Is there regular training on new culinary techniques and trends?

Are kitchen operations, including staffing, efficiently planned to support restaurant and banqueting needs?

Are event spaces prepared in accordance with Function Sheets?

Is AV equipment checked and all in working order?

Is feedback from event clients used for service improvement?

Are banquet staff trained in event-specific service standards?

Is event billing accurate and processed efficiently?

Are all staff briefed on the specific events prior to the event?

Are room cleanliness and amenities regularly inspected against standards?

Are linen and towels inspected for quality before use?

Is lost and found property managed securely and efficiently?

Are housekeeping carts stocked and organised as per standard?

Do housekeeping staff follow a standardised checklist for room preparation?

Is there an effective system for managing and reducing housekeeping-related guest complaints?

Are inspected rooms cleaned and prepared according to standards?

Are all housekeeping staff trained in the safe use of chemicals?

Are regular maintenance checks performed to ensure operational efficiency?

Is there a preventative maintenance schedule in place and is it adhered to?

Are guest-reported maintenance issues addressed promptly?

Is the maintenance team trained on the latest safety and operational standards?

Are energy-efficient practices and equipment used in maintenance operations?

Are security and emergency systems regularly tested and updated?

Do maintenance practices comply with health and safety regulations?

Is the check-in/check-out process streamlined for efficiency and guest satisfaction?

Are front office staff knowledgeable about hotel services and local attractions?

Is guest information managed securely and confidentially?

Are guest requests and inquiries handled promptly and accurately?

s there a guest feedback system in place at the front office?

Are front office staff trained in emergency response procedures?

Are there regular reviews to identify cost-saving opportunities in operations?

Is there a system in place for monitoring and reducing utility costs?

Are inventory levels optimized to reduce waste and excess stock?

Is there an effective labor management system to align staffing with occupancy levels?

Are financial reports accurate, timely, and reflective of the hotel's operations?

Is there a process for revising financial forecasts based on actual performance?

Are revenue management strategies employed to optimise room rates and occupancy?

Are there any urgent action items from the previous audit that has not been addressed?

Are there any additional items not mentioned in this audit that needs to be addressed?