index - table of contents - cha-international.cn filecriteria completely covered, through the actual...

1- Executive Brief

2- The Study

3-Over All Hotel Scores

4-Overall Hotel Rating Chart

5- A- RESERVATIONS

5-B StandardsTaking Reservation

6 - A - RECEPTION C-I

6 - B- RECEPTION C-O

7- ROOMING THE GUEST

8 - SWITCHBOARD-PBX

9- HOUSEKEEPING - ARRIVAL

10- HOUSEKEEPING - SERVIVING

11- SERVICE - INT''L STANDARDS

12- ROOM-PRODUCT INT''L STANDARD

13-ROOM-FACILITY INT''L STANDARD

14- PUBLIC AREAS - PRODUCT

15 - PUBLIC AREAS - FACILITY

16 - BRANDING INT''L STANDARDS

17 -Ajman Hotel Classification

18- Int''l MS Classification

19- Conclusions-Recommendations

INDEX - TABLE OF CONTENTS

Please see enclosed document

1- Executive Brief

Quality = Zero Defect

2- THE STUDY

The two issues of the sponsor's concern in this study are Service and Product Quality at Sara

Hotel Apartments, Ajman. Since the Tour & Travel (Leisure and Corporate) Markets are the

main tourism sources for the hotel, identifying the operation’s weaknesses and strength is critical to

get ahead in these ever expanding and competitive markets .

The research objectives are to examine and diagnose the full hotel operations that the shopper

encounter throughout (from the time of making the reservation to the checkout activity). Covering all

OPERATION QUALITY OF SERVICE and PRODUCT issues, hence, conclude with objective

recommendations.

In the substance of our report and procedure of finding, analysis,

interpretations and conclusions, we have also considered all of the GCC

International Industry Standards, SOP's, operation procedures and policies.

METHODOLOGYRESEARCH APTITUDE TESTING

Mystery Guest Technique:

1- Mystery Guest / Shopper Testing:

*Why the Mystery Guest / Shopper?

Mystery Guest / Shopper testing being the research / study’s technique, is one of the best methods for assessing

Hotel Operations from the Hotelier Mystery Guest Point of view and perception, to elicit information that is

largely unavailable through simple guest surveys. Its greatest strength is in its facility to allow free analysis

and study towards the problem areas and issue of Service / Product Quality (Including Cleanliness, Loss

Prevention, Preventive Maintenance "PM" and Branding)

It is, certainly, in the Hotel interest to utilize. The Mystery Shopper Testing is an invaluable tool and method

for many good analytical reasons and purposes. It brings forth Quality of Service perception and Conclusions

that goes beyond what has been believed or missed in the head of the day to day management of the various

hotel departments.

2-Data Check & Balance: -

In order to fine-tune the collected data and accurately reach a defined conclusions, “Check & Balance”

techniques are utilized through out the audit and reporting process.


2- THE STUDY

In the process of the data collection / tabulation, both verbal data (discussions and conversations) and written

outcomes are incorporated for the final data analysis.

3- Statistical Techniques: -

The techniques utilized in this report presentation are the most effective and proper for the purpose of the

subject study “Quality of Service” and “Quality of Product” testing, strictly from the Operation &

Management perspective.

PRESENTATION OF FINDINGS

The next twenty-four sections of the research report, illustrates all the findings (information) data of the entire

Mystery Guest experiences while on premises. Each section focuses on a separate Area of the discipline and

research objectives.

Thus, the Safari Hotel Apartments, Ajman operational “Quality of Service” and “Product Quality”

Criteria completely covered, through the actual impressions of the experienced mystery guest hotelier point of

view.

The following represents such base / pre - finding

1- "Today’s Guest" General Expectations:

Guests of today are traveler that travel educated and experienced with the Service and product standards of the

International branded hotels. Hence, have much higher expectations than in the past decade. The following is a

recent guest preference surveys:

2- Important Elements when vacationing:

#1 Quality of Service.

#2 Environment

#3 Cleanliness

3- Important Elements when dining: -

#1 Service Quality

#2 Food Quality

#3 Atmosphere

4- Guests definition of Service Quality:

Throughout common surveys and guests feedback tools, they have expressed their definition stances according

to their vast Quality of Service experiences with the following idioms:


2- THE STUDY

“ Speed of Service (Spontaneous response) - Friendliness (Nice & Warm - exceeding expectations). –

Hospitable (Feel welcome, just like flying first class). - Efficient (Professional / Alert). – Smiling

(Personable). – Attentiveness (Anticipating needs) - Tactfulness (Polite, Diplomatic, Sensitive to their needs

& Sincere). - From the heart – Warmness - Feeling that you are the only one in the hotel (Most Important) -

Making me want to come back (Feel welcome) – Civilized – Calling me by Name (The personal touch) is

very important ”.

5- Summary Guest Service Criteria:

Quality of Service as classified by the travel experienced guests, finally, abridged in the following “SAFEST ”

ranking:

S peed of Service

A ttentiveness

F riendliness

E fficiency

S miling

T actfulness

& Hospitable (Feel welcome)

& Use of Guest Name

& Cleanliness -end-


Overall Hotel Score 49% Recap

5- A- RESERVATIONS' 100% Service Efficiency

5-B StandardsTaking Reservation44% Service Deficiency

6 - A - RECEPTION C-I 62% Service Deficiency

6 - B- RECEPTION C-O 60% Service Deficiency

7- ROOMING THE GUEST 0% Service Deficiency

8 - SWITCHBOARD-PBX 62% Service Deficiency

9- HOUSEKEEPING - ARRIVAL42% Product & Service Deficiency

10- HOUSEKEEPING - SERVICING89% Service Efficiency

11- SERVICE - INT''L STANDARDS23% Product & Service Deficiency

12- ROOM-PRODUCT INT''L STANDARD47% Product Deficiency

13-ROOM-FACILITY INT''L STANDARD23% Product Deficiency

14- PUBLIC AREAS - PRODUCT80% Product Deficiency

15 - PUBLIC AREAS - FACILITY53% Product Deficiency

16 - BRANDING INT''L STANDARDS0% Brand Deficiency

17 -Ajman Hotel Classification62% Limited inspection based on guest access areas only

18- Int''l MS Classification 38% Consolidated Service and Product Deficiencies

International Mystery Shopper Standards /

Classifications

3- OVERALL HOTEL SCORES

49%

100%

44%

62%

60%

0%

62%

42%

89%

23%

47%

23%

80%

53%

0%

62%

38%

0% 25% 50% 75% 100%

Overall Hotel Score

5- A- RESERVATIONS'

5-B StandardsTaking Reservation

6 - A - RECEPTION C-I

6 - B- RECEPTION C-O

7- ROOMING THE GUEST

8 - SWITCHBOARD-PBX

9- HOUSEKEEPING - ARRIVAL

10- HOUSEKEEPING - SERVICING

11- SERVICE - INT''L STANDARDS

12- ROOM-PRODUCT INT''LSTANDARD

13-ROOM-FACILITY INT''L STANDARD

14- PUBLIC AREAS - PRODUCT

15 - PUBLIC AREAS - FACILITY

16 - BRANDING INT''L STANDARDS

17 -Ajman Hotel Classification

18- Int''l MS Classification

4- Overall Hotel Rating

CATEGORY: RESERVATIONS

EMPLOYEE: Female

DATE AND TIME: SCORES

100%

100%

STANDARD MEET BELOW N/A

STANDARDS – SWITCHBOARD:

1 Was the telephone answered within 3 rings or 10 seconds? 1

2Did the employee answer the phone with the appropriate greeting

(good morning/afternoon) and identify the hotel?1

3 If caller was put on hold did it not exceed 30 seconds? 1

4 Did employee put caller through to the appropriate department? 1

5If no answer did employee come back to guest after no more than 6

rings?1

6Did the employee have a good working knowledge of the

English language?1

7 Was the background free of any noise or any disturbances? 1

8 Did the employee speak in a clear and pleasant manner? 1

9Did the employee give a verbal acknowledgement before

transferring the caller?1

FINDINGS & REMARKS:

* The call was answered in a timely appropriate manner with an

appropriate greeting by a female employee who spoke clear English.

* The call was not transferred as the same person took my reservation.

TOTAL NUMBER OF STANDARDS: MEET BELOW N/A

9 5 0 4

5- A- RESERVATIONS

100%

STANDARDS

TAKING

RESERVATION

Total

100% 100%

STANDARDS

TAKING

RESERVATION

Total


EMPLOYEE: Female


50%

60%

0%

0%

44%

MEET BELOW N/A

Standards – Taking a Reservation 1 Was the telephone answered within 3 rings or 10 seconds? 1

2 Did the employee answer the phone with the appropriate greeting

(good morning/afternoon) and identify the department?1

3 If caller is put on hold did it not exceed 30 seconds? 1

4 Was the background free of any noise or disturbances? 1

5 Did employee confirm date in and date out? 1

6 Did employee offer information on full range of room types

within the category requested?1

7 Did employee describe the difference between room types

(i.e. location, size, in room facilities)?1

8 Did employee offer information on full range of applicable rates? 1

9 Did employee immediately check availability? 1

10 If dates unavailable, did employee offer alternative dates? 1

11 Did employee obtain guest's name? 1

12 Did employee confirm the spelling of guest's name (if necessary)? 1

13 Did employee obtain guest's address? 1

14 Did employee obtain guest's telephone number? 1

15 Did employee obtain guest's fax number or e-mail address? 1

16 Did employee ascertain if it was a private or company booking ? 1

17 Did employee clearly state room rate and what it included

(i.e. tax, service, meals etc.)?1

18

Did employee clarify guest's smoking preference for hotels in excess of 100

rooms and in the case of a non smoking hotel was this made clear during

the reservation enquiry?

1

19 Did employee ascertain expected time of arrival? 1

20 Did employee explain check in times? 1

21 Did employee ascertain if the guest required any transport

arrangements?1

22 Did employee repeat and confirm all details of the

reservation during or at the end of the call?1

23 Did employee offer reservation number or booking reference/name? 1

24 Did employee thank the guest? 1

EMPLOYEE:

25 Was the employee's speech clear and audible? 1

26 Did the employee have a good working knowledge of the

English language?1

27 Was the employee polite, organized and helpful whilst ascertaining

information with regards to the reservation?1

5 - B- STANDARDS – TAKING A RESERVATION:

STANDARD

TOTAL

PRODUCT –

CONFIRMATION:

ACCOUNTING:

EMPLOYEE:

STANDARDS

TAKING

RESERVATION 50%

60%

0% 0%

44%

STANDARDS

TAKING

RESERVATION

EMPLOYEE: ACCOUNTING: PRODUCT –

CONFIRMATION:

TOTAL


EMPLOYEE: Female


50%

60%

0%

0%

44%

MEET BELOW N/A

5 - B- STANDARDS – TAKING A RESERVATION:

STANDARD

TOTAL

PRODUCT –

CONFIRMATION:

ACCOUNTING:

EMPLOYEE:

STANDARDS

TAKING

RESERVATION 50%

60%

0% 0%

44%

STANDARDS

TAKING

RESERVATION

EMPLOYEE: ACCOUNTING: PRODUCT –

CONFIRMATION:

TOTAL

28 Did employee ascertain guest's name and use it at least once

during the conversation?1

29 Did employee offer his/her name for any future assistance required at the

end of the call?1

ACCOUNTING:

30 Did employee request advance deposit/guarantee in order to secure the

booking?1

31 If credit card offered as deposit, did employee repeat back number? 1

32 Did employee explain cancellation policy? 1

PRODUCT – CONFIRMATION:

33 Did employee automatically offer to send a confirmation? 1

34 Was confirmation received within 2 hours by e-mail or the promised time

frame?1

35 Were all details typed on company letterhead? 1

36 Was all information contained on confirmation correct? 1

37 Did confirmation promote in house food and beverage facilities? 1

38 Did confirmation explain cancellation charges? 1

FINDINGS & REMARKS:

* I was assisted by a female employee who answered the line with an

appropriate greeting. She informed me that there was availability for the

requested dates and described both a studio and one bedroom stating the

rates without stating if the rate included tax. She then proactively asked if I

would like to make a reservation.* She took only my first name and telephone number without any method of

payment to secure the reservation.

* She asked for an estimated arrival time.

* I was told that my reservation was confirmed but not provided any form of

confirmation.

* She thanked me for calling.


38 14 18 6

44%

CATEGORY: CHECK-IN

EMPLOYEE: Qurut


50%

80%

100%

62%

MEET BELOW N/A

CHECK IN STANDARDS:1 Was guest acknowledged within 30 seconds of arrival? 1

2 Did complete check in take no more than 5 minutes? 1

3 Was guest greeted in a warm and friendly manner? 1

4 Did employee offer assistance to guest? 1

5Did employee ascertain guest's name and use it at least once during the

conversation?1

6Was registration card prepared in advance for guest, with all information

given at the time of reservation (i.e. address)?1

7 Was all information correct on guest's registration card? 1

8 Was departure date confirmed? 1

9Was guest presented with standard hotel pen to fill out any outstanding

details on registration card?1

10Was guest automatically offered a smoking or non smoking room (if

applicable and not ascertained during the reservation)?1

11Did employee offer the guest an international/national newspaper (faxed

variety acceptable) for the following morning?1

12 Did employee offer or confirm dinner reservation? 1

13 Did employee arrange porterage assistance? 1

14 Did employee arrange for the guest to be escorted to the room (see rooming)? 1

15 Did employee wish guest a pleasant stay? 1

16If room was not ready on arrival, was guest shown to lounge area and offered

a complimentary beverage?1

17 Did employee as of ID Copy / Scan ? 1

18 While waiting for the room, was the guest regularly updated on the situation? 1

THE EMPLOYEE:

19 Was the employee dressed in a clean, pressed and complete uniform? 1

20 Did all employees wear name badges (i.e. if applicable)? 1

21 Was the employee well groomed? 1

22 Did the employee maintain eye contact with the guest? 1

23 Did the employee smile and exhibit a friendly manner? 1

24 Did the employee have a good working knowledge of the English language? 1

25Did employee respect guest's presence when interacting with other

colleagues?1

PRODUCT – RECEPTION DESK:26 Was the reception desk clean, tidy and well maintained? 1

6 - A- RECEPTION C/I

STANDARD

CHECK IN

STANDARDS:

THE EMPLOYEE:

PRODUCT –

RECEPTION

DESK:

TOTAL

50%

80%100%

62%

CHECK IN

STANDARDS:

THE EMPLOYEE: PRODUCT –

RECEPTION

DESK:

TOTAL

CATEGORY: CHECK-IN

EMPLOYEE: Qurut


50%

80%

100%

62%

MEET BELOW N/A

6 - A- RECEPTION C/I

STANDARD

CHECK IN

STANDARDS:

THE EMPLOYEE:

PRODUCT –

RECEPTION

DESK:

TOTAL

50%

80%100%

62%

CHECK IN

STANDARDS:

THE EMPLOYEE: PRODUCT –

RECEPTION

DESK:

TOTAL

27 Was area behind the reception desk free of clutter? 1

FINDINGS & REMARKS:

* Qurut at the front desk greeted me immediately upon arrival with a friendly

smile. She informed me that the nightly rate was AED 200 and that for 3 nights

she needed the full payment of AED 600 upfront. She then asked me if I was

certain that I would be staying 3 nights.

*She asked for my photo ID which she informed me she had to keep as per

local law. She had the me sign a registration card which was not prepared in

advance and provided a key to the room. Then she wished me a pleasant stay

and directed me to the elevator without offering luggage assistance.

* Throughout the interaction she maintained eye contact with the guest and

was friendly.

* I was not addressed by name during the interaction.

* Preference of smoking type or newspaper was not offered.

* The employee was not wearing a name tag.


27 13 8 6

62%

CATEGORY: CHECK-OUT

EMPLOYEE: Qurut


36%

100%

83%

100%

60%

MEET BELOW N/A

STANDARDS – CHECK OUT:1 Was guest acknowledged within 30 seconds of approaching desk? 1

2 Did complete check out take no longer than 5 minutes? 1

3 Was guest greeted in a warm and friendly manner? 1

4Did employee ascertain guest's name and use it at least once during the

conversation?1

5 Did employee verify guest's room number/name? 1

6Did employee verify any last minute charges and post accordingly (i.e. mini bar,

breakfast)?1

7 Did employee print folio and present to guest for verification? 1

8 Did employee complete transaction in a quick and efficient manner? 1

9 Did the employee offer to staple the credit card slip to the bill? 1

10 Was folio presented to guest neatly in a bill fold/envelope? 1

11 Did employee offer assistance with luggage? 1

12 Did employee ask at any point if guest had enjoyed their stay? 1

13 Did the employee offer an invitation to return? 1

14 Did employee thank the guest? 1

ACCOUNTING:

15 Was bill clearly itemized? 1

16 Was folio accurate and complete? 1

17 Did employee clarify the method of payment? 1

18 If guest is settling by credit card was standard hotel pen offered? 1

THE EMPLOYEE:19 Was the employee dressed in a clean, pressed and complete uniform? 1

20 Did all employees wear name badges (if applicable)? 1

21 Was the employee well groomed? 1

22 Did the employee maintain eye contact with the guest? 1

23 Did the employee smile and exhibit a friendly manner? 1


25Did employee respect guest's presence when interacting with other

colleagues?1

PRODUCT – RECEPTION DESK

26 Was the reception desk clean, tidy and well maintained? 1

27 Was area behind the reception desk free of clutter? 1

FINDINGS & REMARKS:

6 - B - RECEPTION C/O

STANDARD

STANDARDS –

CHECK OUT:

ACCOUNTING:

THE EMPLOYEE:

PRODUCT –

RECEPTION DESK

TOTAL

36%

100%

83%

100%

60%

STANDARDS –

CHECK OUT:

ACCOUNTING: THE EMPLOYEE: PRODUCT –

RECEPTION DESK

TOTAL

CATEGORY: CHECK-OUT

EMPLOYEE: Qurut


36%

100%

83%

100%

60%

MEET BELOW N/A

6 - B - RECEPTION C/O

STANDARD

STANDARDS –

CHECK OUT:

ACCOUNTING:

THE EMPLOYEE:

PRODUCT –

RECEPTION DESK

TOTAL

36%

100%

83%

100%

60%

STANDARDS –

CHECK OUT:

ACCOUNTING: THE EMPLOYEE: PRODUCT –

RECEPTION DESK

TOTAL

* I approached the desk and spoke with Qurut who greeted me with a familiar

smile. When I stated that I was checking out early, she informed me that due to

the property policy she was not able to refund the additional 2 nights I had paid

in advance. After I questioned the policy, she kindly offered to call the

manager. Then she assisted the guest waiting behind me while waiting for an

answer from the manager.

* Eventually, she informed me that he approved giving me a full refund for the 2

nights, which I appreciated. When I asked for a bill, I was informed that the

system was down and that a bill could not be printed. Since no alternative was

offered, I asked if I could have it emailed to me and the employee took my email

address. She asked me if I would be returning anytime soon and thanked me as

I departed.

* She asked me if I would be returning anytime soon and thanked me as I

departed.* An email copy of the bill was never received.

* I was not addressed by name during the interaction.

* The employee was not wearing a name tag.


27 12 8 7

60%

CATEGORY: ROOMING THE GUEST

EMPLOYEE: Male


0%

0%

MEET BELOW N/A

STANDARDS – ROOMING THE GUEST:

1 Did an employee escort the guest to his/her room? 1

2Did the employee engage in polite unobtrusive conversation on the way to the

room?1

3Did the employee point out food and beverage facilities explaining operational

hours?1

4 Once at the room did the employee offer the option of a room orientation? 1

5 Did the employee point out heating/air-conditioning controls? 1

6 Did employee point out how to operate the telephone? 1

7Did employee point out modem/ISDN lines (if applicable) or explain

broadband/wireless facilities that were available?1

8Did employee point out location of in room bar (if not in a prominent

position)?1

9 Did employee point out valet/laundry services? 1

10 Did employee point out any master switches for lighting (if applicable)? 1

11 Did employee point out location of hair dryer (if necessary)? 1

12 Did employee point out directory/room service menu? 1

13 Did employee point out health spa/fitness facilities (if applicable)? 1

14 Did employee point out in room safe? 1

15 Was ice service offered (if ice bucket was present in the room)? 1

16 Did employee offer any additional assistance? 1

FINDINGS & REMARKS:

* There was not an employee at the main entrance upon my arrival nor was I

offered luggage assistance.


16 - 11 5

7- ROOMING THE GUEST (GUEST RELATIONS)

STANDARD

0%

STANDARDS –

ROOMING THE

GUEST:

Total

0% 0%

STANDARDS –

ROOMING THE

GUEST:

Total

CATEGORY: WAKE UP CALL

EMPLOYEE: Male


20%

100%

80%

62%

MEET BELOW N/A

STANDARDS – WAKE UP CALLS:

1 Was the telephone answered within 3 rings or 10 seconds? 1

2Did the employee answer the phone with the appropriate greeting (good

evening) and identify the department?1

3 Did employee use the guest's name at least once during the conversation? 1

4Did employee repeat back details (room/time) to ensure correct

understanding?1

5 Did the caller wish the guest a good night? 1

THE EMPLOYEE:

6 Was the employee's speech clear and audible? 1


8Was the employee polite, cordial and helpful whilst ascertaining information

with regards to the wake up call?1

STANDARDS – RECEIVING THE WAKE UP CALL

9 Was the wake up call personalized (i.e. not recorded)? 1

10 Was wake up call received within 5 minutes of requested time? 1

11 When receiving wake up call did employee use appropriate greeting? 1

12 When receiving wake up call did employee use guest's name? 1

13 When receiving wake up call did employee announce time of day? 1

FINDINGS & REMARKS:

* The telephone line was simply answered "Reception" during the wake-up call

request. The guest was not addressed by name and only the time was

confirmed.

* The wake-up call was delivered on time with a good morning.

* The guest's name was not used.


13 8 5 -

8 - SWITCHBOARD / PBX - Service

STANDARD

62%

THE EMPLOYEE:

STANDARDS – WAKE UP

CALLS:

STANDARDS –

RECEIVING THE WAKE

UP CALL

TOTAL

20%

100%

80%

62%

STANDARDS –

WAKE UP CALLS:

THE EMPLOYEE: STANDARDS –

RECEIVING THE

WAKE UP CALL

TOTAL

CATEGORY: ARRIVAL

SCORES

54%

21%

42%

MEET BELOW N/A

STANDARDS – ON ARRIVAL:

1 Was carpet/tiles freshly vacuumed/mopped and free of stains? 1

2Was room at a comfortable temperature on arrival and free of

odor?1

3Was bed valance/skirting neatly arranged and clean

(if applicable)?1

4 Was the head board clean and in good repair? 1

5Was bed made with clean linen, which was free of stains

or tears?1

6 Was bedspread/duvet/blankets clean? 1

7 Was all upholstered furniture clean and free of stains? 1

8 Were all furniture surfaces clean and dust/smear free? 1

9 Were all picture/door/mirror frames clean and dust free? 1

10 Were all windows clean and free of smears? 1

11 Were curtains clean and properly fitted? 1

12 Were ceilings and vents clean and free of any dust? 1

13 Were all walls clean and free of scuffs? 1

14 Were all light fixtures and fittings clean and dust free? 1

15 Was waste paper basket clean and in good condition? 1

16 Was balcony swept and clean? 1

17 Was balcony furniture clean and set-up (if weather permitting)? 1

18Was there a do not disturb/please make up room sign/light and in the case

of a sign was it easily located?1

19Was there a clean ashtray and matches in bedroom if smoking

room?1

20 Was all mirror glass clean and smear free? 1

21 Were wardrobes clean and free of any scuffs, dust or debris? 1

22Was a telephone and note pad/pencil available next

to each telephone in the bedroom?1

23 Were all drawers clean and free of any dust or debris? 1

24 Was television clean and correctly tuned in? 1

25If there was a clock in the room was the time correct

(can be displayed on the TV)?1

26 Were furniture well displayed comfortable lay out in the bedroom? 1

27Were all light fixtures in bathroom and bedroom working

properly?1

BATHROOM:28 Was the bathroom completely mold free? 1

29 Were all ceilings and walls clean? 1

30 Was shower/bath/sink clean and in good repair? 1

31 Was shower/bath/sink controls polished? 1

32 Was shower curtain or door clean? 1

9 - HOUSEKEEPING - ARRIVAL

STANDARD

STANDARDS – ON

ARRIVAL:

BATHROOM:

TOTAL

54%

21%

42%

STANDARDS – ON

ARRIVAL:

BATHROOM: TOTAL

CATEGORY: ARRIVAL

SCORES

54%

21%

42%

MEET BELOW N/A


STANDARD

STANDARDS – ON

ARRIVAL:

BATHROOM:

TOTAL

54%

21%

42%

STANDARDS – ON

ARRIVAL:

BATHROOM: TOTAL

33 Were all counters, shelves and soap dishes clean and dry? 1

34 Was bathroom floor clean and free of any debris? 1

35 Was toilet clean and in good repair? 1

36 Was waste paper bin clean and in good condition? 1

37 Was spare toilet roll available? 1

38 Was there a full box of tissues in clean tissue dispenser? 1

39 Were bathrobes clean, unstained and in good condition? 1

40Were there 2 x clean drinking water glasses covered with

stancaps or placed on coasters (not wrapped in plastic)?1

41 Were all towels clean, unstained and in good repair? 1

42 Were all amenities neatly arranged? 1

43 In the case of flowers were they fresh? 1

FINDINGS & REMARKS:

* The headboard was nicked and the bed skirt was stained and torn. Stains

and hair were noted on the sheets

* The closet was nicked.

* The walls were heavily scuffed with visible repair in multiple areas.

* Paint was noted on the baseboards due to poor craftsmanship. Also,

sections of baseboards were chipped.

* The sheers were stained.

* The base of the door was showing signs of wear.

* The hardware on the doors were in need of repair.

* Mold was present on the grout in the bathroom.

* There was residue on the bathroom walls and ceiling.

* There was discolored and deteriorating grout and caulking throughout the

bedroom and bathroom. Additionally, tiles were chipped.

* A plastic cup that looked like it was from a housekeeping cart was on the

sink upon check-in. Additionally, the majority for the bathroom surfaces

were still wet from cleaning.

* Bath towels were not provided in the bathroom upon check-in.

* Severe oxidation and heavy calcium build-up were noted on most of the

bathroom fixtures.

* The shower base was relatively small and due to the angle of the

showerhead with a shower rod that was broader that the base, the water

shot past the shower base and onto the bathroom floor instead.

* The bathroom mirror featured severe desilvering.

* The shower curtain was stained and the rod was loose.

* The bathroom ceiling tiles were damaged.

* The finish of the toilet was cracked.

* There were large cracks in the floor tiles.

CATEGORY: ARRIVAL

SCORES

54%

21%

42%

MEET BELOW N/A


STANDARD

STANDARDS – ON

ARRIVAL:

BATHROOM:

TOTAL

54%

21%

42%

STANDARDS – ON

ARRIVAL:

BATHROOM: TOTAL

* Dust was present on the vents.

* There was visible repair to large areas of wall areas.

* A bar for the refrigerator door was missing. Additionally, the seal was torn

and there was debris in the seal.

* Hair was noted on the telephone.

* The television remote was chipped.

* Paint was noted on the baseboards due to poor craftsmanship.

* A insect was present on the bed sheet upon check-in.

* There was oxidation on the door stopper.

* There was an accumulation of dust on the fan in the kitchen.

* There was a heavily outdated screw sticking out of the bathroom floor

where the door stopper was previously located. This is a hazard to guests.


43 16 22 5

42%

CATEGORY: SERVICING

EMPLOYEE: Guest was not in the room at time of servicing


86%

91%

89%

MEET BELOW N/A

STANDARDS – SERVICING OF GUEST'S ROOM:1 Was servicing completed by 14h00 each day? 1

2If employee was observed, was she wearing a complete uniform and well

presented?1

3 Was the employee pleasant and professional in manner? 1

4If the guest asked the employee to come back at a certain time, was this

agreed to?1

5 If a do not disturb sign was in place, did the employee respect this? 1

6 Was carpet/tiles freshly vacuumed/mopped and free of any debris? 1

7Was the room generally tidied with all amenities returned to their original

position?1

8 Was bed neatly made with clean linen which was free of stains or tears? 1

9 Were curtains neatly drawn? 1

10 Was waste bin emptied and clean? 1

11 Was balcony clean? 1

12 Was any used stationery replaced? 1

13 Were any used laundry bags/lists replaced (if necessary)? 1

14 Were all ashtrays emptied and cleaned? 1

15 Were any blown light bulbs replaced? 1

16 Were guest's clothes folded and arranged neatly? 1

17 Were all shoes paired and neatly arranged? 1

18 Was all change or jewelry left untouched? 1

19 Were all newspapers and magazines neatly arranged? 1

20Were any used glasses or room service soiled plates and cutlery removed

from room?1

21 Were any door knob signs removed and placed in original position? 1

Bathroom:22 Were all used towels replaced? 1

23 Were all fresh towels clean and in good condition? 1

24 Were bathrobes re-hung? 1

25 Were all partially used amenities replaced (if required)? 1

26 Were bathroom water glasses cleaned and replaced? 1

27 Was all toilet/facial tissue replenished (if required)? 1

28 Did employee tidy guest's personal toiletries? 1

29 Was shower curtain/door clean? 1

30 Was bath/shower/sink clean? 1

31 Were floors clean and free of any debris? 1

32 Was toilet and toilet seat clean? 1

33 Was bathroom counter clean, dry and free of any debris? 1

34 Were all bath/shower and sink controls polished? 1

35 Were all mirrors clean and free of smears? 1

TOTAL

STANDARD

10 - HOUSEKEEPING - SERVICING

STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom: 86%

91%89%

1 2 3 4 5

CATEGORY: SERVICING



86%

91%

89%

MEET BELOW N/A

TOTAL

STANDARD


STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom: 86%

91%89%

1 2 3 4 5

FINDINGS & REMARKS:

* The curtains were not drawn.

* The bathroom fixtures were not polished.


35 16 2 17

89%

CATEGORY: SERVICING



86%

91%

89%

MEET BELOW N/A

TOTAL

STANDARD


STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom: 86%

91%89%

1 2 3 4 5

CATEGORY: INT'L MINIMUM STANDARDS


23%

23%

MEET BELOW N/A

STANDARDS :

1 Was a restaurant available seven days a week ? 1

2 Was a bar available seven days a week ? 1

3Was 24 hour room service advertised as being available (a selection of hot

and cold food at all times) ?1

4Was 24 hour room service advertised as being available (cold food is

acceptable for after hours )?1

5 Was a twice daily maid service offered ? 1

6Was a rooming of the guest service offered either by the receptionist or

porter?1

7

Was a same day dry cleaning and laundry service advertised as being

available (5 days a week for dry cleaning and 6 days a week for laundry)

unless dry cleaning facilities were not available at the destination ?

1

8 Was pressing available seven days a week ? 1

9Did staff have a good working knowledge of English as well as the local

language ?1

10 Was a doorman service available from 07h00 - 23h00 daily ? 1

11 Was a twenty four hour porterage service available ? 1

12 Was a concierge / guest services available from 07h00 - 23h00 daily ? 1

13 Was the front desk manned twenty fours hours a day? 1

14 Was there access to fitness facilities within the hotel ? 1

FINDINGS & REMARKS:

* The property did not feature a restaurant or bar.

* Room service was not available.

* The property did not offer twice daily maid service.

* Dry cleaning, laundry, and pressing services were not available.

* The property did not have a fitness facility.


14 3 10 1

11 - SERVICE / INTERNATIONAL STANDARDS

STANDARD

Total

23%

STANDARDS : 23% 23%

STANDARDS : Total

CATEGORY: THE ROOMS

SCORES

47%

50%

47%

MEET BELOW N/A

STANDARDS – PRODUCT ROOM (FF&E):

1 Was the décor of a high standard? 1

2 Was the room adequately soundproofed? 1

3Was the room large enough to comfortably accommodate a room service

trolley and two chairs?1

4 Was room layout functional? 1

5 Did room provide an occasional table and seating? 1

6 Was flooring in good repair and not worn in appearance? 1

7Were rooms air conditioned with an adjustable climate control panel and

if so was it quiet and in good working order?1

8 Was all bed linen of good quality (i.e. minimum 100% cotton or linen)? 1

9Were all fabrics (curtains, upholstery, bedspread) fresh in appearance

and in good repair?1

10 Was all furniture well maintained and of a high quality? 1

11 Was all paintwork / wallpaper in good repair and fresh in appearance? 1

12Was ample lighting provided (i.e. at desk, bed, sitting area and

bathroom)?1

13 Was there ample hanging (i.e. for dresses) and drawer space available? 1

14Was the desk/workspace conducive to business needs (i.e. easily

accessible spare power points/internet access)?1

15Was high speed internet available and if so was the connectivity easy and

user friendly (i.e. either via Wi-Fi or cable)?1

BATHROOM:

16 Was all plumbing in good working order? 1

17 Was a bathtub available? 1

18Were all wall and ceiling surfaces (tiles, grouting, wallpaper or paint

work) clean, in good repair and free of cracks?1

19 Was bathroom layout functional with adequate space? 1

FINDINGS & REMARKS:

* The majority of the guestroom furnishings were in in good taste and of

reasonable condition. However, the waste baskets were low quality and

detracted from the overall room décor.

* The room was not adequately soundproofed.

* There were several conditional issues in the bathroom.

* The flooring was chipped in multiple areas.

* The bed sheet was not of high quality plus there were hair and stains.

* There was discolored grout throughout the room.

* The walls were not fresh in appearance.

* A desk area did not have adequate lighting.


19 9 10 -

12 - ROOM : PRODUCT INT'L STANDARDS (FF&E)

STANDARD

TOTAL

47%

STANDARDS –

PRODUCT ROOM

(FF&E):

BATHROOM:

47%

50%

47%

STANDARDS –PRODUCT ROOM

(FF&E):

BATHROOM: TOTAL

CATEGORY: ROOM FACILITIES/AMENITIES

SCORES

20%

27%

23%

MEET BELOW N/A

STANDARDS – PRODUCT ROOM FACILITIES:

1Were two chairs available (in the case of double occupancy) that were of the

appropriate height for a room service trolley?1

2 Were beds and bed frames in good condition? 1

3Was single bed a minimum of 1 meter in width and a double bed a minimum of

1.8 meters in width?1

4 Did curtains offer a complete blackout when closed? 1

5 Was individually controlled lighting available from the bed? 1

6 Was the door lock in good condition with a deadbolt or safety chain? 1

7Was a comprehensive guest services directory provided, and was it up to date

and in good condition?1

8 Was a range of good quality stationery provided? 1

9 Did wardrobes have internal lighting? 1

10 Was a tie rack and shoehorn available ? 1

11 Were matching good quality hangers provided (i.e. wooden and not anti-theft)? 1

12 Did hangers consist of suit, padded and clip hangers? 1

13 Was a full-length mirror present within the room? 1

14 Were there spare electrical points near a mirror? 1

15 Was there an in-room bar? 1

16Was an in-room safe provided and was it in good working order/available for

immediate use (i.e. not locked without a key)?1

17 Was there a telephone on the desk and beside the bed? 1

18Were all telephones in good working order with speed dial, voice mail and

message waiting facilities?1

19Was printed information on telephone operation present next to the telephone

(unless clearly indicated on the telephone)?1

20Was television/remote control in good condition/working order and did it offer

multilingual channels?1

21If entertainment system available (i.e. CD or Video player) was it in good

working order?1

22 In the case of balcony furniture was it of good quality? 1

BATHROOM FACILITIES:

23 Was the bathroom well ventilated? 1

24 Was there an overhead shower present within the bath? 1

25 Were hot and cold indices clearly marked on sink/bath and shower controls? 1

26 Was a grab rail present? 1

27 Was the shower door/curtain effective and in good repair? 1

28 Was a shaving/make up mirror provided? 1

29Was hair dryer available, and if so was it in good working order and of good

quality (i.e. not tube type)?1

30 Was a telephone present in the bathroom? 1

31 Was a bathrobe available for each guest staying in the room? 1

32 Were slippers available for each guest? 1

33Were there a minimum of two good quality bath, hand towels and facial

washcloths available per room (single occupancy)?1

34Was a full range of amenities available (minimum of shampoo, bath gel, body

lotion, body & hand soaps, cotton pads & buds)?1

FINDINGS & REMARKS:

13 - ROOM: FACILITIES & AMENITIES INT'L STANDARDS

STANDARD

TOTAL

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

20% 27% 23%

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

TOTAL

CATEGORY: ROOM FACILITIES/AMENITIES

SCORES

20%

27%

23%

MEET BELOW N/A

13 - ROOM: FACILITIES & AMENITIES INT'L STANDARDS

STANDARD

TOTAL

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

20% 27% 23%

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

TOTAL

* There was only one chair available.

* The knob of the bed post was not attached properly.

* Lighting control was not available form the bed.

* Stationary was not provided.

* There was not internal lighting in the wardrobe. There were only a few

mismatched hangers available. Also, I tie rack and shoe horn were not

provided.

* A Guest Services Directory was not available.

* A full length mirror was not present in the room.

* The television remote was taped at the time of the evaluation.

* There was not in-room safe.

* The bathroom did not include a bathtub or a shower stall. There was only a

shower hose.

* Only soap and shampoo were provided.

* An electrical outlet was not located near the mirror.

* A telephone was not provided at the bedside.

* The telephone in the living room did not feature a proper faceplate.

* A telephone card was not provided.

* A grab bar was not present in the shower.

* A make-up mirror was not provided.

* Bathrobe and slippers were not provided.

* Only two large bath towels were provided and it was provided in the bedroom

not the bathroom.


34 7 24 3

23%

CATEGORY: PUBLIC AREAS

SCORES

67%

LOBBY: 100%

GUEST

ROOM

CORRIDOR

S

67%

0%

20%

80%

MEET BELOW N/A

EXTERIOR / GROUNDS :

1Was the hotel located in a favorable position (i.e. city center

beachfront, lake view etc.)?1

2Was the exterior of the hotel clean and well maintained (i.e. paint work,

bricks, woodwork, canopies etc.)?1

3 Were all of the grounds well kept (if applicable)? 1

LOBBY:4 Was hotel lobby well laid out and attractive in design? 1

5 Was there a sitting area in the lobby? 1

6 Was the décor fresh in appearance and of a high standard? 1

7 Was all flooring in good repair and not worn in appearance? 1

8 Was all furniture well maintained and of a high standard? 1

GUEST ROOM CORRIDORS9 Was all flooring in good repair and not worn in appearance? 1

10 Was the décor fresh in appearance and of a high standard? 1

11Were corridors appropriately lit (i.e. bright in appearance) with any

burnt out light bulbs prompt replaced?1

RESTROOMS:12 Were restrooms well maintained and adequately ventilated? 1

13 Was the décor of a high standard? 1

ELEVATORS:14 Were elevators attractive in their design? 1

15Were all lifts well maintained (i.e. flooring, walls, lighting) and I good

working order?1

FINDINGS & REMARKS:

* The planter boxed at the main entrance were in need of repair.

* The flooring was chipped in the guestroom corridors and there was a

lack of décor, with exception of one wall at the end of the hall on each

floor.

* There was not natural light in the corridors and the lighting that was in

place was dim.

* The design of the hotel lobby was bland and featured dated finishes.

* The decor of the public bathrooms was plain and not of a high

standard.


15 12 3 -

14 - PUBLIC AREAS - PRODUCT

Total

80%

EXTERIOR / GROUNDS :

RESTROOMS:

ELEVATORS:

STANDARD

67%

100%

67%

0%

20%

80%

CATEGORY: PUBLIC AREAS - GENERAL

SCORE

50%

100%

50%

33%

53%

MEET BELOW N/A

EXTERIOR / GROUNDS:

1Was driveway easily accessible with either parking or a valet system

present)?1

2 Was disabled access present (i.e. ramps)? 1

3Were all exterior floral displays/planters fresh and attractive in appearance (if

applicable)?1

4 Were all flags not frayed or dirty (i.e. if applicable)? 1

5 Was all hotel signage in good repair? 1

LOBBY:

6 Was reception desk clean and uncluttered? 1

7 Were shops/showcases kept clean and well maintained? 1

8 Were pads/pencils next to the house telephones? 1

9 Were attractive fresh floral decorations present? 1

10 Was all lighting in good working order? 1

GUEST ROOM CORRIDORS

11 Were all corridors wide and spacious? 1

12 Was all paint/wood/wallpaper work free of scuffs? 1

13 Was all furniture clean, well maintained and of a high standard? 1

14 Were surfaces/mirrors dust free/smear free (tabletops pictures etc.)? 1

15 Were curtains and windows clean and well maintained? 1

16 Was a house telephone present on the floors? 1

17 Was all hotel signage adequate, clean and in good repair? 1

18 Were all fire exits and accessories clearly marked? 1

19 Was stairwell clean and free of obstruction? 1

RESTROOMS

20 Was sufficient lighting available? 1

21 Was all wall paper/tiles/paintwork free of any holes/chips/scuffs? 1

22 Were toilets, urinals and sinks clean and in good working order/repair? 1

23 Were cubicles clean, in good repair with coat hooks present? 1

24 Was a liquid soap dispenser available? 1

25 Were sufficient good quality hand towels available? 1

FINDINGS & REMARKS:

* There was damage on the exterior planter box.

* The reception desk was cluttered.

* There were not fresh flowers in the Lobby.

* No house telephone present on the floors.

* Disabled access was not in place.

* There was not adequate signage inside the hotel apartment.

* The public bathroom walls were in need of improvement.


25 10 9 6

15 - PUBLIC AREAS - FACILITIES

STANDARD

Total

53%

EXTERIOR /

GROUNDS:

LOBBY:

GUEST ROOM

CORRIDORS

RESTROOMS

50%

100%

50%

33%

53%

EXTERIOR /

GROUNDS:

LOBBY: GUEST ROOM

CORRIDORS

RESTROOMS Total

CATEGORY: BRANDING STANDARDS

0%

0%

MEET BELOW N/A

BRANDING STANDARDS (APPLICABLE TO COMPANY ONLY):

1Was the Hotel / Company ID bronze plaque present

in a prominent position?1

2Was the Hotel / Company ID logo present on the hotel's

web page?1

3Was there a current Hotel / Company ID membership roster

present in a prominent position?1

4Was there a Hotel / Company ID directory in guest

rooms?1

5 Did descriptions in directory correspond to services offered? 1

6Was Hotel / Company ID directory available at the

concierge desk on request?1

7Was Hotel / Company ID logo present on hotel

letterhead/brochures?1

FINDINGS & REMARKS:

* The property was not part of a large brand however they should

develop a corporate brand identity including at minimum a

website and a brochure or fact sheet that is available in a

professionally printed format.


7 - 2 5

16 - BRANDING STANDARDS

STANDARD

Total

0%

BRANDING STANDARDS

(APPLICABLE TO

COMPANY ONLY):

0% 0%

BRANDING

STANDARDS

(APPLICABLE TO

COMPANY ONLY):

Total

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

MEET BELOW N/A

Infrastructure

Building + Safety, Security and Access

1 ALLHotel Apartment entrances are controlled 24 hours a day by security cameras as per the

regulations of the Emirate of Ajman1

2 ALLThe exterior of the property is well-maintained, in a sound and clean condition and does not

pose a health and safety hazard to the public or property's employees.1

3 ALLLighting is sufficient in all areas for members of the public, employees and guests will

frequent.1

4 ALL Buildings and fixtures are well maintained and clean. 1

5 ALLMain sign-boards in public areas are in Arabic and English; sign boards are signs promoting

the property's name and should be readable at night.1

PARKING

6 ALL One space per apartment or valet parking. 1

7 ALL Adequate levels of lighting for safety and comfort in car parks. 1

8 DeluxeValet parking available 24 hours per day. Compliance deadlines for existing buildings are in

accordance with the implementation Plan.1

9 SuperiorValet parking available 12 hours per day. Compliance deadlines for existing buildings are in

accordance with the implementation Plan.1

Exterior

10 ALL Trade Name well position and visible for guest and pedestrians - Presentable 1

11 ALLThe building Fresh, well-maintained paintwork; design concept/theme .Sufficient external

lighting. clear signage. 1

12 ALL Exterior window frame suit the design concept/theme of the building in good condition. Any

outbuildings or annexes are of the same design concept/theme as the main building.1

13 ALLPaintwork, Fabrics all in sound condition - Exterior window frames suit the design

concept/theme.1

14 ALLExterior generally in acceptable condition and exterior window frames match the design

concept/theme of the establishment.1

15 ALL No negligence for Building appearance. No structural defects or damage 1

LANDSCAPING AND OUTDOOR

16 ALLLandscaped, done in a manner that is suitable for the environment and location of the

establishment.1

17 ALL All gardens are professionally landscaped 1

18 ALL Gardens, landscaped areas and public pathways are safe to the public. 1

19 ALLAll driveways and entrances to the property are in an excellent condition and reflect the

overall design of the property - external lighting meet the safety requirements of the public.1

Elevators / Lifts

20 ALL All elevators must meet the requirements of the Ajman Building Codes. 1

21 ALL Clearly marked floor numbers in all elevators. 1

22 ALL

A minimum of two elevators, for a building with less than 45 units, serving all guest

apartments on the first floor and above. (Each additional 30 units will require an additional

elevator)

1

STANDARD

GUEST SERVICES

17- HOTEL APARTMENT CLASSIFICATIONS

Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

23 ALLAll elevators have an emergency call facility that is in working order. Either a speaker/

telephone handset linked directly to the operator or security office of the building.1

24 ALL Elevators allow access for disabled visitors. 1

25 ALL Elevators are clean and in a good state. 1

26 ALL Elevators have ventilation system that is in working order. 1

27 ALLAll elevators should have no smoking signs inside and no smoking signs displayed outside

the elevator on all floors.1

28 ALL Ash trays should be available outside all elevators doors. 1 1

Public Toilets

29 ALL Wash basin with mirror in separate space from toilet stall and for each toilet stall. 1

30 ALL Toilet hose washer or bidet. 1

31 ALL Toilet with seat and lid. 1

32 ALL Liquid soap in a dispenser. 1

33 ALL Mirror with light, above or adjacent to wash basin. 1

34 ALL Toilet paper roll holder. 1

35 ALL Toilet paper. 1

36 ALL Spare roll of toilet paper. 1

37 ALL Clean hand towels or paper towels for each user. 1

38 ALL A light with shade or cover (waterproof housing). 1

39 ALL Waste paper basket with lid (of non-flammable material). 1

40 ALL Running water is available at all times. 1

41 ALL Windows are covered with opaque film curtains or blinds. 1

42 ALL Adequate ventilation in the form of an extractor fan, built-in ventilation, or window that opens. 1

43 ALL An internal lock on each stalls or door. 1

44 ALL Hot air hand drier or paper towels 1

45 ALL A bin for the disposal of sanitary items. 1

46 ALL Automated air freshener dispenser. 1

47 ALL Adequate water pressure. Running water at all times. 1

48 ALL All surfaces gleaming free from dirt. Fresh smelling. 1

Safety and Comfort of Public Area (HK & Maint.)

49 ALLCorridors and stairs are in a good state of repair, free from obstacles/hazards and meet the

need of the end user.1

50 ALLAdequate levels of lighting for safety and comfort in all public areas, including sufficient light

in stairways and landings.1

51 ALL Air conditioning maintains comfortable temperature; 18c - 23c . 1

52 ALLEmergency stairs have fixed handrail and in a good state. Floor signage displayed on each

floor inside the stair case are in good condition.1

53 ALL All corridors well light, clean well maintained. 1

54 ALL Corridor widths cannot be less than 1.8m. 1

GUEST ACCOMMODATION

GUEST APARTMENT / SUITES

55 Deluxe

Handicap Rooms: Minimum 2 disabled accessible apartment for every hotel apartment

building. Compliance deadlines for existing buildings are in accordance with official

government requirements (Note 2)

1

56 Superior

Minimum 2 disabled accessible apartment for every hotel apartment building. Compliance

deadlines for existing buildings are in accordance with official government requirements

(Note 2)

1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

57 Standard

Minimum 1 disabled accessible apartment for every hotel apartment building. Compliance

deadlines for existing buildings are in accordance with official government requirements

(Note 2)

1

58 ALLDoors: Doors to connecting rooms are equipped with a deadbolt lock and a sound proof

double door system. Each room can only open one door.1

59 ALL Communications: Voice mail. 1

60 ALL Quran and Prayer Mat: Available upon request in all apartments 1

61 ALLServices: Evening Turndown Service guest staying on daily rentals. All other guests are

provided with the evening Turndown service on request.1

62 Deluxe All bedrooms are cleaned daily. 1

63 Superior All bedrooms are cleaned daily. 1

64 Standard All bedrooms are cleaned three times weekly, including the day the bed linen is changed. 1

65 Deluxe All beds are made daily. 1

66 Superior All beds are made daily. 1

67 Standard All beds are made on the days that linen is changed. 1

68 DeluxeAll bed linen changed every day. If there is a clear environmental policy available in the

establishment this will be taken into consideration.1

69 SuperiorAll bed linen changed every day. If there is a clear environmental policy available in the

establishment this will be taken into consideration.1

70 Standard

All bed linen changed at least three times weekly, and between guests, or upon guest request.

If there is a clear environmental policy available in the establishment this will be taken into

consideration.

1

71 ALL Mattresses should be labeled and periodically turned (Quarterly) 1

72 ALL Cots (baby beds) available on request and in a good and clean condition. 1

73 ALLGeneral Safety and Security: Emergency and fire evacuation procedures and emergency

telephone numbers are posted in the Apartment in English and Arabic.1

74 Deluxe Studio (living, sleeping, and kitchenette area only) : 20m2. (Note 3) 1

75 Superior Studio (living, sleeping, and kitchenette area only) : 17m2. (Note 3) 1

76 Standard Studio (living, sleeping, and kitchenette area only) : 15m2. (Note 3) 1

77 Deluxe First bedroom: 16 m2 Second bedroom: 16 m2 (Bedroom(s) only) (Note 3) 1

78 Superior First bedroom: 15 m2. Second bedroom: 15 m2. (Bedroom(s) only) (Note 3) 1

79 Standard First bedroom: 15 m2. Second bedroom: 15 m2. (Bedroom(s) only) (Note 3) 1

80 Deluxe Each bathroom : 5m2. (Note 3) 1

81 Superior Each bathroom : 4m2. (Note 3) 1

82 Standard Each bathroom : 4m2. (Note 3) 1

83 Deluxe Kitchen (not kitchenette) : 6m2 (Note 3) 1

84 Superior Kitchen (not kitchenette) : 6m2. (Note 3) 1

85 Standard Kitchen (not kitchenette) : 6m2. (Note 3) 1

86 ALLDoors: The main door to each apartment has a primary lock and a secondary lock or door

chain.1

87 ALL The main door to each apartment has a spy-hole. 1

88 ALL Apartment doors can be locked from the inside without the use of a key. 1

89 Deluxe Electronic key card door system. 1

90 ALL Furnishings: A sofa capable of seating two people. 1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

91 ALL One armchair. 1

92 ALL Corner/occasional table. 1

93 ALL A suitable TV stand (if the TV is not fixed to the wall). 1

94 ALL A coffee table. 1

95 ALL All fixtures and fittings should be of good repair and be functional to the end user. 1

96 ALL Furnishings should be clean and in good repair and fit the design of the establishment. 1

99 ALLFor multi-room apartments, the dining (or combined living/dining) room has an adequate

dining table and seating facilities that are clean and excellent condition. 1

100 ALLWindows and Curtains: Curtains, blinds or shutters are provided on all windows and are

operated with a baton, pulley/cord or electronically1

101 ALL All windows in apartments are double glazed. 1

102 ALL All living rooms and bedrooms have at least one window to allow for natural air. 1

103 ALLAir Conditioning: Adequate, controllable air conditioning is provided throughout each

apartment.1

104 ALL Air conditioning system maintains a comfortable temperature 1

105 Deluxe Central air conditioning. 1

106 Superior Central air conditioning. 1

107 Standard Central or split air conditioning. 1

108 ALL Lighting: General room lighting in all rooms of the apartment. 1

109 ALL All bulbs should be functioning and, unless decorative have a shade or cover. 1

110 ALL Emergency lighting in the apartment. 1

111 ALLFlooring: Fully fitted carpet or acceptable alternative flooring (wood/parquet/natural

stone/ceramic tile) is provided. All in good state of repair and clean.1

112 ALL Telephones and Directory: Direct and international dial telephones offered in all apartments. 1

113 ALL Telephone rates are available at guest request in Arabic and English 1

114 ALLAll in-apartment phones display the Hotel Apartment telephone number and the Apartment

extension number.1

115 Deluxe Local telephone directory (yellow pages or similar directories) available in Apartments. 1

116 Superior Local telephone directory (yellow pages or similar directories) available in Apartments. 1

117 StandardLocal telephone directory (yellow pages or similar directories) available in Apartments on

request.1

118 ALL All directories are in good condition and up to date 1

119 ALL

Up to date Guest Services directory, and Tourism Guides available in a good state of repair

should be available in all guest rooms (in Arabic and English) - include:(a)Welcome to the

guest from the establishments management (b) Local city information and telephone numbers

1

ALL Entertainment: Color Flat screen television with remote control. (Note 2) 1

120 DeluxeDigital/satellite/cable reception with a minimum of forty paid international channels, and all

local and regional free to air channels and radio channels.1

121 SuperiorDigital/satellite/cable reception with a minimum of twenty paid international channels, and all

local and regional free to air channels and radio channels.1

122 Standard Local and regional free to air channels and radio channels. 1

123 ALLHigh Definition Plasma or LCD TV in the main room of the Apartment and the master

bedroom minimum size 29". (Note 2)1

124 ALLAdvanced cable/satellite TV with pay channels in the main rooms of the Apartment and the

master bedroom, where TV's are available. (Note 2)1

125 ALL Interactive TV in the main living area of the Apartment. (Note 2) 1

126 ALL DVD/VCR player in all Apartments. 1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

127 ALLIn-room internet access (256kb - 1mb). (OR) Desk spool or wireless high speed (512kb-1mb)

Internet access.1

128 ALLEach apartment must have a Qibla indicator on the ceiling showing the direction of Mecca

that can be easily seen by the user.1

129 Deluxe Ironing board, with a clean ironing board cover and iron available. 1

130 Superior Ironing board, with a clean ironing board cover and iron available. 1

131 Standard Ironing board, with a clean ironing board cover and iron available. 1

132 ALL Plug adapter available on request. 1

133 ALL Washable waste baskets with lids in each room. 1

134 ALL Writing materials (paper and pencil/pen). 1

135 ALLRooms Service Menu printed (in Arabic and English) on strong paper, clean and in a good

state of repair.1

136 ALL Shoe polish kit in all Apartments (or shoe shine service). 1

137 ALL

Minimum bed sizes: Single 90 x 190cm (should comfortably accommodate 1 average sized

adult). Double 135 x 190cm (should comfortably accommodate 2 average sized adults). (Note

2)

1

138 ALL All beds to have access from both sides. 1

139 ALLAll mattresses are clean, well-maintained and are fitted with mattress protectors or under-

blankets.1

140 ALL One clean pillow per person with clean pillowcase. 1

141 ALL One clean top and one clean bottom sheet. 1

142 ALL At least one clean blanket or one clean duvet with duvet cover per bed. 1

143 ALLClean spare pillows and clean blankets available on request (if available in the Apartment,

they should be covered for hygienic purposes).1

144 Deluxe A divan (bed box) frame bed would be acceptable if it is suitable to the design of the room. 1

145 ALL A bedside table is provided for each person (or one bedside table between two beds). (Note 2) 1

146 DeluxeDesk with chair of a design that fits within the establishment design scheme and is well

maintained. (Note 2)1

147 Deluxe Working desk lamp is provided near or on the desk. (Note 2) 1

148 DeluxeA bedside or bed headboard reading light, controllable by each person. Twin beds may share

a bedside light. A double bed may have one shared bed side light.1

149 SuperiorA bedside or bed headboard reading light, controllable by each person. Twin beds may share

a bedside light. A double bed may have one shared bed side light.1

150 ALLEach bedroom must have: Wastepaper basket with lid (of non-flammable material if smoking

is permitted).1

151 ALL Each bedroom must have: Ashtray (if smoking is permitted). 1

152 ALL Each bedroom must have: A luggage rack or designated space for at least one suitcase. 1

153 ALLWardrobes sizes have to be suitable to the number of room occupants. The depth of the

wardrobe has to be a minimum of 60cm. (Note 2)1

154 ALL

Built-in drawers, chest of drawers or shelf space are provided with an interior surface that can

be wiped clean. A minimum of two draws or two shelves suitable for the number of persons

occupying the Hotel Apartment. (Note 2)

1

155 ALLOne full length mirror (1.6 m long x 50cm wide) in each Hotel Apartment. This can be part of

the bedroom wardrobe. (Note 2)1

156 ALL Fixtures, Fittings, and Appliances: All apartment kitchens or kitchenettes have Running water. 1

157 ALL All apartment kitchens or kitchenettes have :Dish drying rack in a working order 1

158 ALL All apartment kitchens or kitchenettes have :Dish sponge or brush clean 1

159 ALL All apartment kitchens or kitchenettes have : Induction Electric cooker (minimum 2 burners) 1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

160 DeluxeAll apartment kitchens or kitchenettes have :Automatic washing machine with an in built

drier. (Note 2)1

161 Superior Automatic washing machine (Note 2) 1

162 Standard LAUNDRY SERVICES OFFERED 1

163 DeluxeAll apartment kitchens or kitchenettes have : Full sized fridge minimum size width 70cm,

height90cm, length 180cm. (Note 2)1

164 SuperiorAll apartment kitchens or kitchenettes must have :Under unit refrigerator, larger than a

minibar fridge minimum size width 61cm, height 86cm, length 166cm. (Note 2)1

165 StandardAll apartment kitchens or kitchenettes must have :Under unit refrigerator, larger than a

minibar fridge minimum size width 43 cm, height 48cm, length 51cm. (Note 2)1

166 ALLAll apartment kitchens or kitchenettes must have :Fire extinguisher suitable for kitchen fires

(none water extinguisher).1

167 ALL All apartment kitchens or kitchenettes must have : Fire Blanket. 1

168 ALL

All apartment kitchens or kitchenettes must have :Adequate-sized hygienic work surface or

countertop made with a non-porous material that should be clean and in a good state of

repair.

1

169 ALLAll apartment kitchens or kitchenettes must have :Adequate storage space for crockery,

cutlery, and other kitchen equipment that are in working order and can be wiped clean.1

170 ALL All apartment kitchens or kitchenettes must have :Dish towels provided and are clean 1

171 ALLAll apartment kitchens or kitchenettes must have :Covered garbage bin with a garbage bag

liner1

172 ALL All apartment kitchens or kitchenettes must have : workspace available . 1

173 ALL

All crockery and cutlery must be of a sufficient quantity to meet the requirements of the

maximum number of guests that can be accommodated in the Apartment. All items should be

clean, in a good state of repair, fit with the décor of the Apartment and be suitable for the end

users needs: Written lists for guests itemizing all of the kitchen equipment, utensils, crockery

and cutlery provided by the Hotel Apartment.

1

174 ALL



clean, in a good state of repair, fit with the décor of the Apartment and be

1

175 ALL



clean, in a good state of repair, fit with the décor of the Apartment and be suitable for the end

users needs: Plates (large and small).

1

176 ALL Tea/coffee items, individual packets of coffee, tea bags, sugar, and sugar substitute, powered

or UHT milk packets.1

177 ALL Kitchens are equipped with a dish washer. (Note 2) 1

178 ALLAll kitchens have a microwave oven in good working order and that match the design

concept/theme of the Apartment.1

179 ALL Kettle, clean and in working order. 1

180 ALL Ceramic cup/mugs clean and in good condition (no faded colors, chips, etc…) 1

181 ALL Teaspoons, tray and packet holder. 1

182 ALL Matching the overall design of the apartment. 1

183 ALL All kitchen equipment is kept clean, in sound condition and functioning properly

GUEST SERVICES

184 ALL At least 1% of the Apartments are disabled accessible. 1

185 ALL 25% of all guest Apartments are non-smoking (non-smoking rooms designated with a sign). 1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

186 ALLEmergency and fire evacuation procedures and emergency telephone numbers are posted in

all food and beverage outlets, staff facilities and back of house.1

187 ALLThe Hotel Apartment has its own entrance, separate from a restaurant or another

establishment. 1

188 ALLDisplay the Classification signboard in a prominent place outside the main entrance either on

the left or right side.1

189 ALL There is a clearly designated reception area with a nearby seating area. 1

190 ALL The reception staff and/or proprietor are available 24 hours. 1

191 DeluxeIn-house telephone available in a designated area of the reception/lobby area. Minimum of 2

telephone hand sets.1

192 SuperiorIn-house telephone available in a designated area of the reception/lobby area. Minimum of 2

telephone hand sets.1

193 StandardIn-house telephone available in a designated area of the reception/lobby area. Minimum of 1

telephone hand set.1

194 ALL Registration Cards should be available and completed by all guests on check-in. 1

195 ALL At least one Arabic speaking employee is available at the front desk at all times. 1

196 ALL

Foreign currency exchange rates must be publicly display in English near to where this

service shall be offered, if the Hotel Apartment offers the service as per regulations of the

Emirate of Ajman

1

197 ALL Display the Classification Certificate in a prominent place in the reception area. 1

198 ALLLocal time, as well as three international time zones, have to be displayed in a prominent

place.1

199 ALLGeneral tariffs (rack rates) must be available in Arabic and English in the lobby or reception

area.1

200 Deluxe Guests are escorted to Apartments at check-in upon request. 1

201 Superior Guests are escorted to Apartments at check-in upon request. 1

202 DeluxeA safety deposit facility is available at the reception of the establishments and a safety deposit

box is available in all apartments1

203 SuperiorA safety deposit facility is available at the reception of the establishments and a safety deposit

box is available in all apartments1

204 Standard A safety deposit facility is available at the reception of the establishment. 1

205 ALL Security guard available 24 hours per day. 1

206 Deluxe 24 hour apartment porterage service. 1

207 Superior 16 hour apartment porterage service. 1

208 Standard 8 hour apartment porterage service. 1

209 ALL Wake up call service available 24 hours. 1

210 Deluxe Luggage Room available in the lobby/entrance area. 1

211 Superior Luggage Room available in the lobby/entrance area. 1

212 Standard Luggage area available in the lobby/entrance area. 1

213 ALL Hotel Apartment has a functioning website. 1

214 ALL Emergency medical services are available on call, or medical referral services are available . 1

215 ALL Emergency medical procedure should be in place. 1

216 ALLVisitor/tourist information (books, maps, pamphlets) available in public areas (displayed on a

shelf or rack) or in guest apartments1

217 ALL Foreign currency exchange (on-site). 1

218 ALL Local Cultural display/activity/service in the lobby or suitable public area. 1

219 ALL Wireless available in public areas. 1

220 ALLBusiness Services, including the following: Business services are available on request,

Secretarial services:-Typing, scanning, binding, laminating, copying.1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

221 ALLA sitting area is provided, if adequate space is available, with comfortable seating, available

throughout the day.1

222 ALL Signage available showing hours of Hotel Apartment services and events. 1

223 ALL Appropriate background music played in the lobby/reception area. 1

224 Deluxe Functioning concierge service. 1

225 ALLAt least one public toilets (near the reception area) for gentlemen, with at least two toilets

stalls; with toilet hoses and two wash basins separate from the toilet stalls.1

226 ALL At least one toilet stall must be accessible for disabled persons. (Note 2) 1

227 ALL All public toilets must have an ashtray placed outside the entrance. 1

228 Deluxe Laundry and dry cleaning services are available offsite. 1

229 Superior Laundry and dry cleaning services are available offsite. 1

230 Standard Laundry and dry clean service offered off-site on guest request. 1

231 Deluxe Laundry in by 9:00 am, returned by 6:00 pm. Express laundry service available. 1

232 Superior Laundry in by 9:00 am, returned by 6:00 pm. Express laundry service available. 1

233 Standard Laundry returned in 24 hours. 1

234 ALL

All apartments are provided with suitable garbage disposal arrangements: all garbage cans

are emptied by housekeeping staff on a daily basis; or central covered garbage bins are

available on each floor for guests to dispose of garbage from Apartments and central bins

are emptied regularly.

1

235 ALL All staff uniform must be fitting with the overall design of the Hotel Apartment. 1

236 ALL All staff members must have name tags. 1

237 ALL All staff members must have a clean, hygienic and presentable appearance. 1

238 Deluxe Mobile phone reception booster suitable to the size of the establishment. 1

239 Superior Mobile phone reception booster suitable to the size of the establishment. 1

240 Deluxe A Health Club 1

241 ALL

Exercise Facility has: - At least 3 weight training machines., At least 3 cardio fitness machines

(including indoor bicycles, rowing, elliptical, step machines, and treadmills). Sufficient

lockers and changing room facilities.

1

242 Deluxe A swimming pool with temperature controlled water. 1

243 ALL

Property has at least one outdoor swimming pool (on-site) with clean and well maintained

changing room facilities and towels sufficient to meet the users requirements. Controlled

water temperature design and seating around the pool should be excellent and a shaded area

available to meet the users requirement.

1

244 ALLHave a certified life guard with an international certification for both pool and beach. Life

guards must be on duty during posted daily hours.1

245 ALL Pool safety measures in place including signage around the pool and pool alarm system. 1

246 ALL Jacuzzi or whirlpool (on-site). 1

247 ALL Sauna (on-site) with cold dipping pool or cold shower unit. 1

248 ALL Steam room (on-site) with cold dipping pool or cold shower unit. 1

249 ALL Massage (on-site) 1

250 ALLProperty has conference facilities or a meeting room to accommodate at least 15 people (on

site).1

251 ALLEquipment: Projector and screen (built into the Conference rooms) are up to date and in

working order.1

252 ALL Equipment: Projector and screen (portable) are up to date and in working order. 1

253 ALL Equipment: Audio visual system is up to date and in working order. 1

254 ALL

Service Areas All floorings and walls must be in a good state of repair. The area must be

well maintained in a clean and presentable condition. All reasonable health and safety

precautions have been taken.

1

255 ALLAt least one public toilet (near the dining) area for gentlemen, with at least two toilets stalls;

with toilet hoses and two wash basins separate from the toilet stalls.1

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

256 ALLEmergency and fire evacuation procedures and emergency telephone numbers are posted in

all food and beverage outlets, staff facilities and back of house. 1

FINDINGS & REMARKS:

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*


254 98 62 95

The windows did not appear to be double glazed.

Emergency lighting was not observed.

There were not ash trays located outside of the elevator.

There were not spare toilet paper, paper towels, or liquid soap available in the public restroom at the

time of the evaluation.

The public restrooms only had one stall for men and one stall for men.

There was not a spy hole in the guestroom door.

There was not a luggage rack.

The bathroom was less than 4m2.

There was not a coffee table or sofa for two persons.

The flooring, furniture and fixtures were not in good repair.

Curtains, blinds or shutters were not operated with a baton, pulley/cord or electronically.

The damaged planters at the main entrance was not suitable landscaping.

Adequate parking was not available for the quantity of units.

62%

The property did not have a pool, meeting facilities, or restaurants.

A safe deposit box was not available.

Not all staff members wore name tags.

Not all staff members wore name tags.

There were objects noted in the corridors.

The hotel apartment telephone number and the unit number were not present on the telephone.

Additionally, there was not a telephone directory available.

The television service was not interactive nor were pay-per-view channels or DVD/VCR available.

The unit did not include a shoe shine kit, desk lamp, or In-Room Dining menu.

The name was not well presented for pedestrians sue to the small size of the lettering in the word Sara.

Voicemail was not available in the guestroom.

There was not a full length mirror.

The public restroom was not fresh smelling at the time of the evaluation.

There was only one lift that was not for disabled access and the floors were not clearly marked.

There were not no smoking signs in the elevators.

An iron and ironing board were not present in the guestroom.

There were not writing materials provided in the room.

The property did not have a Local Cultural display/activity/service in the lobby or suitable public area.

The property did not have business services as required.

The mattress was not clean and well maintained.

A kettle was not provided in the guestroom.

Signage for hotel services and events was not observed at the time of the evaluation.

The room did not include tea/coffee items, individual packets of coffee, tea bags, sugar, and sugar

substitute, powered or UHT milk packets.

CATEGORY: TRANSPORT

SCORES

71%

57%

60%

62%

GUEST SERVICES


Infrastructure

GUEST

ACCOMMODATION

TOTAL

71%

57%60% 62%

18- Mystery Shopper Int'l Classifications Standards

29 - BRANDING INT''L STANDARDS 0%

21- SERVICE - INT''L STANDARDS 23%

22- ROOM-PRODUCT INT''L STANDARD 47%

23-ROOM-FACILITY INT''L STANDARD 23%

24- PUBLIC AREAS - PRODUCT 80%

25 - PUBLIC AREAS - FACILITY 53%

Mystery Shopper Int'l Classifications

Standards (Overall Score)38%

0%

23%

47%

23%

80%

53%

38%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

International Standards / Classification Score

18 - Conclusion & Recommendation

Counsel Recommendation

index - table of contents - cha-international.cn filecriteria completely covered, through the actual...

Documents