The Westin Shenzhen Nanshan 2017

• Document No.

• Conducted on

  Date

• Prepared by

• Personnel

• please email to all morning briefing team on the follow morning

audit

Brand Standard Inspection

• SPG Program:<br>associates demonstrates an understanding of SPG Program and minimum can clearly communicate the following:<br>*SPG is starwood's loyalty program. allowing guests to earn points & free nights<br>*All starwood brands participate. listing at least 3 brands<br>*Direct guests to FD for further information abt SPG

  Yes

  No

  N/A

• The Welcome Observation<br>*SPG membership is recognized and benefits are delivered/enrollment offered to non members<br>*Departure date&room type confirmed<br>*Departure time asked<br>*ID/passport scanned <br>*Collect method of payment/confirm rate(written room number on the key packet instead of say it loud)<br>*Notify guest the receipt will be emailed where availble<br>*Key provided in proper key packet<br><br>

  Yes

  No

  N/A

• The Farewell Observation<br><br>*Inquire about stay and take responsibility for any additional request or issues<br>*Verify charges&payment before issuing final invoice<br>*Confirm UNICEF donation<br>*Thank for staying&invitation to return<br>*Offer to assistant with transition to what is next

  Yes

  No

  N/A

• Westin Weekend：<br>*candles are implemented in lobby at minimum of Fri,Sat &Sun<br>*Westin Weekend Mats<br>*Westin Weekend pop up banner<br>*Westin Weekend uniform<br>*Late check out to all Sun departures.Associate should capture departure time at check in<br>*Westin Weekend recipe card in guest room<br>

  Yes

  No

  N/A

In Room Dining

• The way of taking order<br>Associate greeting by guest name<br>Associate take order with attentive approach and repeating the order<br>Associate conclude order by advising delivery time<br>

  Yes

  No

  N/A

• Delivery of order：<br>Identify by department name through door viewer<br>Quality of products - Timing, Temperature, Presentation and Taste<br>Offering of dining option-desk or trolley<br>Presentation of bill - folder with hotel pen and comment card<br>Bid "enjoying dining" and farewell/ advising of collection

  Yes

  No

  N/A

• Any recovery if delivery time unmet ?

  Yes

  No

  N/A

Hotel Main Entrance

• Hotel exterior<br><br>Car park is properly organized<br>Drive-way clean and well presented <br>Exterior signage and all lighting working<br>Water figures are on and surrounding is clean<br>Plants looking fresh and well maintained<br>Loading deck music available <br>Doorman present and well presenting

  Yes

  No

  N/A

• Lobby<br>Welcome drink area clean and tidy<br>All luggage trolleys polished<br>Lights working properly<br>Lobby cool & fresh<br>Welcome sensory感官礼遇：white tea scent白茶香/music音乐/botanical绿植<br>Cleanliness & Condition干净和状态：flooring地面/walls墙面/doors门/ceiling天花<br><br>

  Yes

  No

  N/A

• Associate员工<br><br>Friendly，Attentive， address guest by name<br>On brand grooming and uniform制服干净整洁,仪容仪表符合品牌标准

  Yes

  No

  N/A

• Luggage store room <br><br>Are all areas clean and in order? Locked at all times? All luggage are recorded and tagged?

  Yes

  No

  N/A

Public Area

• Public rest rooms are clean and has fresh smell<br><br>

  Yes

  No

  N/A

• All lights are working

  Yes

  No

  N/A

• All information displayed on LCD screen are correct<br>

  Yes

  No

  N/A

• Shopping mall entrance opens/closes on time

  Yes

  No

  N/A

• B3 entrance clean and tidy

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Seasonal Taste / Open Kitchen

• Arrival Experience<br>Greeting, Lighting, Scent, Music

  Yes

  No

  N/A

• Quality of Buffet<br>Clean and tidy, all food are well displayed with label

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br><br>All associates well grooming

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Five Senses Chinese Restaurant

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br>

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Delivery of products(Timing, Quality, Temperature, Taste)

  Yes

  No

  N/A

• Toilet clean？<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Grange Grill

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Toilet clean？<br>

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br>

  Yes

  No

  N/A

• Delivery of products(Timing, Quality, Temperature, Taste)

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Exchange Bar

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Delivery of products(Timing, Quality, Temperature, Taste)

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Daily Treats

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Westin Executive Club

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• Quality of Buffet<br>Clean and tidy, all food are well displayed with label

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• All meeting rooms are in good condition

  Yes

  No

  N/A

• Restroom clean？<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

• associate 员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

Banquet & Function Rooms

• LCD signage providing accurate information <br>Temperature is cool and fresh

  Yes

  No

  N/A

• Awareness of departure time and farewell

  Yes

  No

  N/A

• Restroom clean？<br>

  Yes

  No

  N/A

• Store rooms and pantry are closed<br><br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Business Center

• Newspaper and magazines are updated<br><br>

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Guest Elevator inspection

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Westin Workout Fitness Studio

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• Temperature is comfortable

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Waterfall is clean and functioning

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Swimming Pool & Pool Bar

• Lighting level adequate and no burnt out bulbs

  Yes

  No

  N/A

• Changing room is clean and tidy

  Yes

  No

  N/A

• Life Saving Equipment clean and well presented

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Heavenly SPA

• Arrival Experience<br>Greeting, Lighting, Scent, Music<br><br>

  Yes

  No

  N/A

• associate员工<br><br>Attentiveness through out the service, anticipate and prompt response <br>On brand uniform and grooming<br>

  Yes

  No

  N/A

• Treatment room are clean and tidy

  Yes

  No

  N/A

• Changing room are clean & tidy

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Back of House

• Lighting setting（energy saving）？

  Yes

  No

  N/A

• The air condition setting（energy saving）？

  Yes

  No

  N/A

• All electrical equipment in good working condition and energy saving setting 所有电气设备是否处于安全节能状态

  Yes

  No

  N/A

• All office door locked after operation?

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Staff Canteen

• Food quality and quantity

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Locker

• Cabinet locked /Safety

  Yes

  No

  N/A

• Any cleanliness / condition defect?

  Yes

  No

  N/A

Heavenly Dormitory

• Bed linens clean and tidy

  Yes

  No

  N/A

FCC & Staff Entrance

• Security present with on brand uniform and grooming

  Yes

  No

  N/A

• All monitors are working<br>Any condition / facility defect?

  Yes

  No

  N/A

Garbage Room

• B4 exit to garbage room is closed<br>Outside garbage room is clean and tidy.<br>Any condition defect?

  Yes

  No

  N/A

Laundry Room

• Laundry room is clean and tidy<br>Laundry room is locked after operation

  Yes

  No

  N/A

EHC Inspection

• Please check at lest one venue about food temperature record<br>Ask associate to show you how the temperature was taken.<br>Is the temperature same as the record?<br>Any explanation for temperature variance?

  Yes

  No

  N/A

• Are all opened food / beverage labeled in the fridge?

  Yes

  No

  N/A

• Is the chef using the correct color of chopping board?

  Yes

  No

  N/A

• Check inventories for wines and other alcoholic drinks for labels with expiry dates. Ensure we are not selling wines that have expired their consumption dates.

  Yes

  No

  N/A

Guest Room Inspection

Room No. & Room Type

A. Room Door

• Door /Room No. /Fire Escape Instruction <br>Double lock work<br>Evacuation plan<br>MAGC, BBK menu in place<br>Electronic DND sign working<br>

  Yes

  No

  N/A

B. Closet

• Closet <br>Luggage shelf<br>Umbrella & on brand tag<br>Iron & board<br>2 pairs of slippers<br>Safe box functioning<br>1 laundry bag & 2 laundry list<br>1 heavenly bathrobe with logo on the left sleeve & on brand tag<br>6 wooden hanger+ 4 wooden hanger with clip<br>Sewing kit<br>Shoeshine mitt<br>Electronic torch<br><br>

  Yes

  No

  N/A

C. Refreshment center

• Coffee plunger *1<br>Coffee bag*2<br>Paper napkin*2<br>Black tea bag *2, other tea bag *2<br>Stirrer*2, straw*2<br>Coffee cup*2, teaspoon*2, coaster*2<br>Brown sugar*2, white sugar*2, equal sugar*4<br>Kettle *1<br>Water glass*2, alcohol glass*2<br>Opener*1 <br><br>

  Yes

  No

  N/A

D. TV & Mini Bar

• Check 3 program channels randomly base on the channel list

  Yes

  No

  N/A

• Mini Bar<br>Check items expire date or any item missed

  Yes

  No

  N/A

E. Work Station

• Lamp/ Cordless telephone is working<br>Telephone Bill List/ Internet cable/ Service Directory/ IRD Menu is clean<br>Guest envelop*4, Letter head*4<br>Recycle bin*1, Non recycle bin*1<br><br>

  Yes

  No

  N/A

• Curtain & Sheers/ Window<br>Cleanness& Condition

  Yes

  No

  N/A

F. Heavenly Bed

• Telephone / Clock / UNICEF introduction<br>Lighting controller is working<br>Heavenly bed elements are in brand<br>

  Yes

  No

  N/A

G. Bath Room

• Heavenly bath amenity set *1, soap *1<br>Hair drier*1<br>Tissue box *1<br>Bottle water *2<br>Dental kit*2, shaving kit*1, comb *1, bath salt *1<br>Shower cap*1, vanity pack*1, bath towel *2, bath mat*1<br>Wash cloth *2, hand towel *2, heavenly bathrobe *1<br>

  Yes

  No

  N/A

• Toilet<br>Roll paper *2, sanitary bag *1

  Yes

  No

  N/A

H. Overall Condition/ Cleanliness

• Any defect need to be followed up?

  Yes

  No

  N/A

Any outstanding associate or case you would like to share?

Guest Comments/ Suggestion

• Yes

  No

  N/A