Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Management Responsibilities
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A declaration of quality is signed by the current CEO (if not franchised) and current hostel manager / owner and is displayed at reception for guests to see?
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All findings of the past internal and external audits reports are properly documented and followed up ?
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Root problems (basic or main reasons why problems keep coming up), were seriously dealt with?
Information
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Requests for information about the hostel are handled properly, in reasonable time?
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Publications of prices, services and other customer oriented data is accurate and reliable?
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Guests with special needs or limitations (individual or group, if applicable) can be offered assistance during their stay?
Reservation
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Reservation system was shown & all required details of reservations were recorded - matching the information provided before by the guest?
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Evidence of guidelines how to handle reservations is available?
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Hostel is bookable online on HIhostels.com with sufficient inventory of beds?
Check in and Check out
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Current HI Membership policy is followed up during check-in?
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Important hostel Information (incl. opening hours) given upon check in is clear and accurate?
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Guest complaints are solved as soon as possible and evidence of registration and proper follow-up is available (discussed within team / supervisor / analysis of problems / possible Action Plan)?
Activities and Programs
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If applicable: own Activities and Programmes are planned according to customer demand and hostel available resources?
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If applicable: own Activities guidelines exists stipulating the organization, logistics and success indicators of the activities.
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If applicable: Safety measures are adequately arranged and described for adventurous and potentially injury/fatality causing activities. (please note: liability is considered for only directly organized activities by the hostel)?
Front Office
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Reception uses a tool to record important information for shift updates, especially problems and its solutions are recorded (for example diary, logbook or blog)?
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Guidelines for the process and checklist is available as reference. Ticking tasks in checklists is only a mandatory requirement for new Reception staff and /or trainees .
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Reception coordinates (and updates) HK/Maintenance/Kitchen's assignments as needed?
Food and Beverage
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If required by your national law - the hostel uses external certified food inspection services (HACCP, standards Institute, SGS, etc.), and/or a regular inspection process is carried by official authorized bodies. Last report's and findings and proper follow ups can be shown?
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Only trained/qualified staff are engaged in food preparation, storage and serving. Evidence of such training or qualification can be provided? Minimum is evidence of F&B guidelines and signed checklists of mentor and trainee of all F&B hygiene tasks.
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If the hostel uses external contractors services for food preparation - the hostel manager must demonstrate that at least one internal audit (per year) was performed to check the quality of the contractor's performance. Alternatively, a certificate of quality (like ISO-9001/2008 or HACCP certificates) by the contractor might serve as a proof of quality?
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If hostel uses external contractors or the cafe is outsourced then the external catering audit must be completed
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If hostel serves food, items from the refrigerator were found to be valid (not past the expiry date) and well labelled (for contents/no longer than 4 days after opening)?
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Temperatures in both refrigerators and freezers are routinely monitored and registered. An acceptable "tolerance" for temperatures for both is defined?
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The kitchen can demonstrate menu planning, including availability of special dietary items (for example no sugar, no salt, no gluten, etc.)?
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Only answer this question if the hostel runs it's own cafe - if cafe outsourced the external catering audit should be completed.
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Acceptance checks (visual or others) for quality and quantity of food supply items received are routinely carried out?
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Food items are stored in appropriate conditions - dry, refrigerated, frosted and vegetables/fruits?
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Food items (either defrosted, warm or fresh) are handled according to (law) instructions?
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Failures in Kitchen equipment are properly handled (logbook)?
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Cleaning plan for the kitchen/Bar and especially for refrigerators and freezers is available and cleanliness is effective?
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Waste bins are clean?
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Cook/s wear protective gear ?
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Floor and tiles are not broken, cooking and storage areas are sufficiently maintained?
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If fryers are used – oil for frying is sufficiently replaced? (either register regular replacement or use special frying oil test strips you can buy with any bigger food supplier)
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Guest's kitchen (if applicable): adequate means are provided to the guests to label (or mark) their food items, disposal policy to clear away (non labelled) food is in place?
Housekeeping
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Guidelines and checklist(s) for the process do exist. HK staff is trained and knows the way of working like documented. Minimum evidence of training are signed checklists of all tasks to be done in HK.
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Rooms were found to be clean and tidy, showers, sinks and toilets are free of dirt, lime & grease residues. No dust or cobwebs. Bed covers, blankets or linen is clean and without holes? Furniture, floors, carpets are clean and well maintained?
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Public areas in the hostel and the hostel surroundings are clean and tidy?
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Housekeeping staff register regularly periodical or deep cleaning tasks, (weekly, monthly, yearly)?
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Hostel Manager (or other designated person in the hostel), checks frequently the hostel to verify the cleaning level?
Maintenance and Safety
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The hostels and its premises are well maintained, no major paint problems on walls in and outside, no broken furniture, all parts of the building and its interior are functioning well?
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Guidelines, checklist(s) and logbook of maintenance problems exists (manual or computerized). Logbook follow up actions are taken ?
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Periodical preventive maintenance routines (services) are carried out for technical equipment in the hostel, with priority to safety related equipment?
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An updated list of (urgent) contacts for maintenance suppliers is available?
Manage Human Resources and Communication
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Sufficient Induction/mentoring is given to new staff?
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Evaluation/appraisal was documented for all staff?
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Updated Job descriptions are available to staff?
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Training plan for all staff in the hostel (including manager) exists , including customer care / lifesaving / fire prevention topics?
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There is a record of periodical meetings with staff to discuss and agree on quality / performance and Action Plan related issues. (minutes or points of decision with 'smart' actions are available)?
Manage Documents
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There is at least a guideline and / or checklist for every process to document the steps and/ or tasks of it to set agreed standards for all processes?
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All HI-Quality System’s documents are sufficiently controlled (at least: unique name, date, initials of the person that produced the document)? Documents are available to staff and easy to find?
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The hostel uses only most updated versions of controlled documents. No ‘uncontrolled documents’ are used by staff?
Manage HIQ Measurement Instruments
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A minimum of the 4 measurement instruments exits (guest questionnaires or ratings, logbooks, audit reports, complaint register)?
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There are at least 50 questionnaires collected for analysis, or at least 0,5% of total annual overnights ?
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Internal audits are regularly conducted (at least once a year) and meaningful improvements are decided as a result of weaknesses found?
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Analyses of those measure tools lead to an Action Plan that focusses on the improvements of weaknesses?
Manage Review and Improvement Actions
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A yearly "Management Review" and /or Action Plan is conducted, and documented.
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The Management Review is actively used by the Hostel Manager and staff.
