ras al khaimah mystery shopper audit · ras al khaimah mystery shopper audit doubletree by hilton...

RAS AL KHAIMAH MYSTERY SHOPPER AUDIT

Doubletree by Hilton Resort & Spa Marjan Island

1- Executive Brief

2- The Study

3-Over All Hotel Scores

4-Overall Hotel Rating Chart

5- RESERVATIONS

6- Standards-Taking Reservation

7- RECEPTION C-I

8-RECEPTION C-O

9- ROOMING THE GUEST

10- DOORMAN PORTER Arr

11- PORTER DOORMAN Dept'!A1

12- GUEST SERVICE-CONCIERGE

13- SWITCHBOARD-PBX

14- HOUSEKEEPING - ARRIVAL

15- HOUSEKEEPING - TURNDOWN

16- HOUSEKEEPING - SERVICING

17- HOUSEKEEPING - LAUNDRY

18- AL MARJAN REST - BREAKFAST

19- THE ANCHOR LOUNGE

19-a- BRASSERIE RESTAURANT

20- VESPA ITALIAN REST

21- THE LOBBY LOUNGE CAFÉ

22- BOARDWALK BAR

22-a- SHOFEE ROOFTOP Light Meal

23- IN ROOM DINING

24- IN ROOM BAR

25- GENERAL MINIMUM STANDARDS

26- INT''L ROOM STANDARD-PRODUCT

27- ROOM STANDARD - FACILITIEIS

28- PUBLIC AREAS - PRODUCT

29- PUBLIC AREAS - GENERAL

30- PRODUCT - FITNESS

31- SPA TREATMENT

32- INT''L BRANDING STANDARDS

INDEX - TABLE OF CONTENTS

Executive Brief

Introduction:

Research Brief:

Executive Brief

Introduction:

-end-

THE STUDY

STATEMENT OF OBJECTIVES

The two issues of the sponsors concern in this study, Service and Product Quality at the

Doubletree By Hilton Resort & SPA Marjan Island. Since the Tour and Travel All Inclusive Market

is the main source of income for the hotel, it is critical to identify the operation’s weaknesses and

strength.

The research objectives are to examine and diagnose the

OPERATION QUALITY OF SERVICE & PRODUCT issues and conclude with recommended

objectives.

Consequently, Conclusions are drawn and Recommendations (Counsels) are presented in

this study

Group Dynamics:

The level of professionalism and knowledge of the Service Quality issue, and its affiliated query,

were clear and present. The respondents 2 professional Hoteliers with their variety of luxury 5 *

experiences in the hospitality arena, were fit for the assessment’s required level of testing, to the

particular subject of “Quality of Service” and “Quality of Product

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

- conclusions, we have considered all International Five-Star Hotel / Resort and

Industry Standards, specifications and operation procedures.

METHODOLOGYRESEARCH APTITUDE TESTING

Mystery Guest Technique:

1- Mystery Guest / Shopper Testing:

A-Why 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 Mystery Guest Point of view and perception, to elicit

information that is largely unavailable through simple surveys. Its greatest strength is in its facility to

allow free analysis and study for the problem / issue of Service Quality.

THE STUDY


In the Hotel interest, Mystery Guest Shopper Testing is an invaluable tool and method for many

reasons as well as purposes. It brings forth Quality of Service perception and Conclusions that go

beyond what has been believed.

2-Data Check & Balance: -

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

techniques were utilized.

In the process of the data collection / tabulation, both verbal data (interviews / discussions /

conversations) and written outcomes were 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, this proprty's 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

THE STUDY


#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:

“ 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

Overall Score 81% RECAP

5- RESERVATIONS 50% Service Deficiency

6- Standards-Taking Reservation 86% Service Efficiency

7- RECEPTION C-I 83% Service Efficiency

8-RECEPTION C-O 100% Service Efficiency

9- ROOMING THE GUEST 100% Service Efficiency

10- DOORMAN PORTER Arr 96% Service Efficiency

11- PORTER DOORMAN Dept 100% Service Efficiency

12- GUEST SERVICE-CONCIERGE 95% Service Efficiency

13- SWITCHBOARD-PBX 69% Service Deficiency

14- HOUSEKEEPING - ARRIVAL 64% Service & Product Deficiency

15- HOUSEKEEPING - TURNDOWN 0% Service Deficiency

16- HOUSEKEEPING - SERVICING 26% Service Deficiency

17- HOUSEKEEPING - LAUNDRY 86% Service Efficiency

18- AL MARJAN REST - BREAKFAST 66% Service & Product Deficiency

19- THE ANCHOR LOUNGE 100% Service & Product Efficiency

19-a- BRASSERIE RESTAURANT 99% Service & Product Efficiency

20- VESPA ITALIAN REST 99% Service & Product Efficiency

21- THE LOBBY LOUNGE CAFÉ 37% Service & Product Deficiency

22- BOARDWALK BAR 100% Service & Product

22-a- SHOFEE ROOFTOP Light Meal 68% Service & Product Deficiency

23- IN ROOM DINING 79% Service & Product Deficiency

24- IN ROOM BAR 62% Service & Product Deficiency

25- GENERAL MINIMUM STANDARDS 92% Product Efficiency

26- INT''L ROOM STANDARD-PRODUCT 100% Product Efficiency

27- ROOM STANDARD - FACILITIEIS 94% Product Efficiency

28- PUBLIC AREAS - PRODUCT 87% Product Efficiency

29- PUBLIC AREAS - GENERAL 96% Product Efficiency

30- PRODUCT - FITNESS 96% Service & Product Efficiency

31- SPA TREATMENT 96% Service & Product Efficiency

32- INT''L BRANDING STANDARDS 100% Service & Product Efficiency

OVERALL HOTEL SCORES

81%

50%

86%

83%

100%

100%

96%

100%

95%

69%

64%

0%

26%

86%

66%

100%

99%

99%

37%

100%

68%

79%

62%

92%

100%

94%

87%

96%

96%

96%

100%

0% 25% 50% 75% 100%

Overall Score

5- RESERVATIONS

6- Standards-Taking Reservation

7- RECEPTION C-I

8-RECEPTION C-O

9- ROOMING THE GUEST

10- DOORMAN PORTER Arr

11- PORTER DOORMAN Dept

12- GUEST SERVICE-CONCIERGE

13- SWITCHBOARD-PBX

14- HOUSEKEEPING - ARRIVAL

15- HOUSEKEEPING - TURNDOWN

16- HOUSEKEEPING - SERVICING

17- HOUSEKEEPING - LAUNDRY

18- AL MARJAN REST - BREAKFAST

19- THE ANCHOR LOUNGE

19-a- BRASSERIE RESTAURANT

20- VESPA ITALIAN REST

21- THE LOBBY LOUNGE CAFÉ

22- BOARDWALK BAR

22-a- SHOFEE ROOFTOP Light Meal

23- IN ROOM DINING

24- IN ROOM BAR

25- GENERAL MINIMUM STANDARDS

26- INT''L ROOM STANDARD-PRODUCT

27- ROOM STANDARD - FACILITIEIS

28- PUBLIC AREAS - PRODUCT

29- PUBLIC AREAS - GENERAL

30- PRODUCT - FITNESS

31- SPA TREATMENT

32- INT''L BRANDING STANDARDS

Overall Hotel Rating

CATEGORY: Operator For RESERVATIONS

EMPLOYEE: Dina

DATE AND TIME: 3:00 PM April 12th SCORES

50%

50%

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:Voice machine answered after 3 rings

Message: Sorry to Keep you waiting - all agents are busy - please

hold - you will be answered soon

Waited 4 minutes before the Operator "Dina" answered

Dina advised that Reservation is in meeting - Promised that she will

have one of the reservation team call me back (She Took my name

and Mobile Number)

PLEASE SEE ABOVE FOR MEETING & BELOW STANDARDS

RATINGS

TOTAL NUMBER OF STANDARDS: MEET BELOW N/A

9 4 4 1

Hotel Operator for RESERVATIONS

50%

STANDARDS

TAKING

RESERVATION

Total

50% 50%

STANDARDS

TAKING

RESERVATION

Total

CATEGORY: RESERVATIONS

EMPLOYEE: Manuel

DATE AND TIME: 4:40 PM SCORES

77%

100%

100%

100%

86%

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 (city hotels

only)?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

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

during the conversation?1

STANDARDS – TAKING A RESERVATION:

STANDARD

TOTAL

PRODUCT –

CONFIRMATION:

ACCOUNTING:

EMPLOYEE:

STANDARDS

TAKING

RESERVATION 77%

100% 100% 100%86%

STANDARDS

TAKING

RESERVATION

EMPLOYEE: ACCOUNTING: PRODUCT –

CONFIRMATION:

TOTAL

CATEGORY: RESERVATIONS

EMPLOYEE: Manuel

DATE AND TIME: 4:40 PM SCORES

77%

100%

100%

100%

86%

MEET BELOW N/A

STANDARDS – TAKING A RESERVATION:

STANDARD

TOTAL

PRODUCT –

CONFIRMATION:

ACCOUNTING:

EMPLOYEE:

STANDARDS

TAKING

RESERVATION 77%

100% 100% 100%86%

STANDARDS

TAKING

RESERVATION

EMPLOYEE: ACCOUNTING: PRODUCT –

CONFIRMATION:

TOTAL

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 24 hours? 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:Manuel from reservation department called me back at 4:25 PM

We discussed the various room rates / option as he mentioned the hotel

rates - I advised him that I can see the lower on line while on the phone - he

finally offered the low rate of AED 665 ++ / did not try to upsell - However he

was courteous and polite Manuel requested my Credit Card Number / details for a full billing of my 5

nights He gave the confirmation number on the phone - twenty minutes later I

received the system confirmation mail and email from Manuel with the Hotel

Fact sheets.

It was a smooth and pleasant Reservation experience

PLEASE SEE ABOVE FOR MEETING & BELOW STANDARDS RATINGS


38 31 5 2

86%

CATEGORY: CHECK-IN

EMPLOYEE: Arslan FD Agent

DATE AND TIME: April 15th 2:30 PM SCORES

71%

100%

100%

83%

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

THE EMPLOYEE:

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

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

20 Was the employee well groomed? 1

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

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

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

24Did employee respect guest's presence when interacting with other

colleagues?1

PRODUCT – RECEPTION DESK:25 Was the reception desk clean, tidy and well maintained? 1

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

RECEPTION C/I

STANDARD

CHECK IN

STANDARDS:

THE EMPLOYEE:

PRODUCT –

RECEPTION

DESK:

TOTAL

71%

100% 100%83%

CHECK IN

STANDARDS:

THE EMPLOYEE: PRODUCT –

RECEPTION

DESK:

TOTAL

CATEGORY: CHECK-IN

EMPLOYEE: Arslan FD Agent

DATE AND TIME: April 15th 2:30 PM SCORES

71%

100%

100%

83%

MEET BELOW N/A

RECEPTION C/I

STANDARD

CHECK IN

STANDARDS:

THE EMPLOYEE:

PRODUCT –

RECEPTION

DESK:

TOTAL

71%

100% 100%83%

CHECK IN

STANDARDS:

THE EMPLOYEE: PRODUCT –

RECEPTION

DESK:

TOTAL

FINDINGS & REMARKS:Arslan was very attentive and pleasant

He explained the Hilton Honor program Progress & Benefits

Finished the Check in procedures in 4 munites

Called on Bellman Asif to escort me my room 4404 with Luggage

Fast & smooth Check in (All was paid in full prior to arrival)



26 19 4 3

83%

CATEGORY: CHECK-OUT

EMPLOYEE: Rohit

DATE AND TIME: April 20th : 3:00 PM SCORES

100%

100%

100%

100%

100%

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



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


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






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:Rohit was very courteous, efficient and polite - had a smooth and fast check

out

RECEPTION C/O

STANDARD

STANDARDS –

CHECK OUT:

ACCOUNTING:

THE EMPLOYEE:

PRODUCT –

RECEPTION DESK

TOTAL

100% 100% 100% 100% 100%

STANDARDS –

CHECK OUT:

ACCOUNTING: THE EMPLOYEE: PRODUCT –

RECEPTION DESK

TOTAL

CATEGORY: CHECK-OUT

EMPLOYEE: Rohit

DATE AND TIME: April 20th : 3:00 PM SCORES

100%

100%

100%

100%

100%

MEET BELOW N/A

RECEPTION C/O

STANDARD

STANDARDS –

CHECK OUT:

ACCOUNTING:

THE EMPLOYEE:

PRODUCT –

RECEPTION DESK

TOTAL

100% 100% 100% 100% 100%

STANDARDS –

CHECK OUT:

ACCOUNTING: THE EMPLOYEE: PRODUCT –

RECEPTION DESK

TOTAL



27 27 - -

100%

CATEGORY: ROOMING THE GUEST

EMPLOYEE: Asif Order Taker - Dipesh waiter

DATE AND TIME: 2:15PM Saturday 15th SCORES

100%

100%

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:Asif drove me in a Golf cart to my room and on the way he breifed me on the

Hotel Facities /oulets /pools / Beach ..etc

When we got to the room he walked me (Thoughrly) through the room and

explained all needed to know.

well Done - Impressing young man - been here for over three years



16 15 - 1

ROOMING THE GUEST (GUEST RELATIONS)

STANDARD

100%

STANDARDS –

ROOMING THE

GUEST:

Total

100% 100%

STANDARDS –

ROOMING THE

GUEST:

Total

CATEGORY: ARRIVAL

EMPLOYEE: Asif (Doorman & Bellman)

DATE AND TIME: 2:15 PM - 04/15/17 SCORES

88%

100%

100%

96%

MEET BELOW N/A

STANDARDS – ON ARRIVAL:

1 Was a doorman/porter present on arrival? 1

2 Did employee offer assistance opening car doors on arrival? 1

3 Did employee greet the guest in a polite and friendly manner? 1

4 Did employee offer assistance with luggage? 1

5Did employee open hotel entrance door for guest (unless revolving or automatic

door)?1

6 Did the employee ascertain the guest's name and introduce them to reception? 1

7 If not, did the employee offer directions to reception desk? 1

8 Was the entrance to the hotel clean and free of any debris? 1

STANDARDS – PORTERAGE:

9 Did the porter arrive at the guest's room within 10 minutes of check in? 1

10 Did the employee knock lightly on the door? 1

11 Did the employee greet the guest in a polite and friendly manner? 1

12 Did the employee use the guest's name at least once during the interaction? 1

13 Did the employee place the luggage on the luggage rack/bench? 1

14 Did employee offer to hang the suit carrier/coat? 1

THE EMPLOYEE:

15 Did employees appear organized and work as a team? 1


17 Were employee's shoes of a corporate standard? 1






23 Did employee respect guest's presence when interacting with other colleagues? 1

24 Was employee attentive to the guest's needs at all times? 1

FINDINGS & REMARKS:Asif unloaded my luggage and guided me to the front desk

Asif drove me in a Golf cart to my room and on the way he briefed me on the Hotel

Fasciitis /outlets /pools / Beach ..etc.

When we got to the room he walked me (in details) through the room and

explained all needed to know.

well Done - Impressing young man - been here for over three years



24 23 1 -

DOORMAN/PORTER (ARRIVAL)

STANDARD

96%

STANDARDS – ON

ARRIVAL:

STANDARDS –

PORTERAGE:

THE EMPLOYEE:

TOTAL

88%

100% 100%

96%

STANDARDS –

ON ARRIVAL:

STANDARDS –

PORTERAGE:

THE EMPLOYEE: TOTAL

CATEGORY: DEPARTURE

EMPLOYEE: Asif

DATE AND TIME: April 20th - 2:00 PM SCORES

100%

100%

100%

100%

100%

MEET BELOW N/A

STANDARDS – DEPARTURE :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 department?1

3 Did employee confirm number of luggage pieces? 1


conversation?1


6If there is a delay in luggage collection was guest informed of the delay and

new collection time?1

STANDARDS - COLLECTION :

7 Was luggage collected from room within 10 minutes of telephone request? 1

8 Did the employee knock lightly on the door? 1



11 Did the employee enquire if the guest required any transport? 1


TRANSPORT

13Did employee automatically offer assistance in obtaining transport at the point

of departure?1

14Did the employee pack the guest's luggage into the transport and confirm the

number of luggage pieces at the point of departure?1

15 Did the employee offer car door assistance? 1

16 Did employee thank the guest and wish them a pleasant journey? 1

THE EMPLOYEE:17 Did employees appear organized and work as a team? 1







colleagues?1


FINDINGS & REMARKS:Asif was the one to check me into my room and was as effecint to check me

out As well

PORTER / DOORMAN (DEPARTURE)

STANDARD

STANDARDS –

DEPARTURE :

STANDARDS -

COLLECTION :

TRANSPORT

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100%

STANDARDS –

DEPARTURE :

STANDARDS -

COLLECTION :

TRANSPORT THE EMPLOYEE: TOTAL

CATEGORY: DEPARTURE

EMPLOYEE: Asif

DATE AND TIME: April 20th - 2:00 PM SCORES

100%

100%

100%

100%

100%

MEET BELOW N/A

PORTER / DOORMAN (DEPARTURE)

STANDARD

STANDARDS –

DEPARTURE :

STANDARDS -

COLLECTION :

TRANSPORT

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100%

STANDARDS –

DEPARTURE :

STANDARDS -

COLLECTION :

TRANSPORT THE EMPLOYEE: TOTAL

Once again - Job Well done



24 24 - -

100%

CATEGORY: GUEST SERVICES

EMPLOYEE: Ziana

DATE AND TIME: 2:00 PM / April 20th SCORES

93%

100%

95%

MEET BELOW N/A

STANDARDS – GUEST SERVICES1 Was the telephone answered within 3 rings or 10 seconds? 1


morning/afternoon) and identify the department?1

3Did employee ascertain guest's name and use throughout conversations (if

known)?1

4 Was guest not left holding for more than 30 seconds on the telephone? 1

5 If guest approached desk did employee acknowledge within 30 seconds? 1

6 Did employee greet guest in a warm and friendly manner? 1

7 Did employee have immediate access to taxi service/car hire? 1

8 Was employee able to offer a restaurant recommendation? 1

9 Did employee actively promote hotel restaurant facilities? 1

10Did the employee automatically offer to make any restaurant reservations on

the guest's behalf?1

11Was the employee knowledgeable regarding nearby places of interest (i.e.

theatre, tourist sights, sporting activities)?1

12Was employee able to assist with onward travel arrangements (i.e. flights,

taxi, boat)? 1

13 Did concierge desk have an up to date supply of brochures? 1

14Did the employee offer accurate directions with a complimentary map of

surrounding area? 1

15 Were all messages/faxes/requested items delivered within 15 minutes? 1

16 Was all written information clear, legible and presented on hotel paper? 1

17 Did employee make every effort to assist the guest's requirements? 1

18 Were all requests met? 1

19 Did the employee refrain from referring the guest to any other department? 1

20 Did employee maintain a neat and organized working area at all times? 1

THE EMPLOYEE:









colleagues?1

GUEST SERVICES / CONCIERGE

STANDARDS – GUEST

SERVICES

THE EMPLOYEE:

TOTAL

STANDARD

93%

100%

95%

STANDARDS –

GUEST SERVICES

THE EMPLOYEE: TOTAL

CATEGORY: GUEST SERVICES

EMPLOYEE: Ziana


93%

100%

95%

MEET BELOW N/A

GUEST SERVICES / CONCIERGE

STANDARDS – GUEST

SERVICES

THE EMPLOYEE:

TOTAL

STANDARD

93%

100%

95%

STANDARDS –

GUEST SERVICES

THE EMPLOYEE: TOTAL

FINDINGS & REMARKS:Ziana at Guest services was very helpful and answered all my queries

professionally and efficiently

She offered booking RAK Safari tour / and Ice Land - she also recommended

both fine dining Thai and Indian restaurants in town

Well groumed and knowlgeable lady.



28 21 1 6

95%

CATEGORY: WAKE UP CALL

EMPLOYEE: Joyce & Annie

DATE AND TIME: 5 AM 04/17 - 11 AM 04/17 SCORES

100%

100%

20%

69%

MEET BELOW N/A

STANDARDS – WAKE UP CALLS:1 Was the telephone answered within 3 rings or 10 seconds? 1


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:Called operator Joyce at 5 AM for wake up call at 10:15 AM

Got the first call "Recording" at 10:25 (10 minutes late) !

At 11:00 AM I received the second call from Operator Annie who started with

the apologies !

I explained that Missed my conformance call and that I am very disappointed !

She kept on apologizing and said that they were too busy!

very serious incident - Thank God I did not have a flight to catch today



13 9 4 -

SWITCHBOARD / PBX

STANDARD

69%

THE EMPLOYEE:

STANDARDS – WAKE UP

CALLS:

STANDARDS –

RECEIVING THE WAKE

UP CALL

TOTAL

100% 100%

20%

69%

STANDARDS –

WAKE UP CALLS:

THE EMPLOYEE: STANDARDS –

RECEIVING THE

WAKE UP CALL

TOTAL

CATEGORY: ARRIVAL

EMPLOYEE: Robin

DATE AND TIME: 3:00 PM 04/15/17 SCORES

39%

39%

64%

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

odour? 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?

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

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

26Were all light fixtures in bathroom and bedroom working

properly? 1

1

BATHROOM: 1

27 Was the bathroom completely mould free? 1

28 Were all ceilings and walls clean? 1

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

30 Was shower/bath/sink controls polished? 1

31 Was shower curtain or door clean? 1

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

HOUSEKEEPING - ARRIVAL

STANDARD

STANDARDS – ON

ARRIVAL:

BATHROOM:

TOTAL

39% 39%

64%

STANDARDS – ON

ARRIVAL:

BATHROOM: TOTAL

CATEGORY: ARRIVAL

EMPLOYEE: Robin

DATE AND TIME: 3:00 PM 04/15/17 SCORES

39%

39%

64%

MEET BELOW N/A

HOUSEKEEPING - ARRIVAL

STANDARD

STANDARDS – ON

ARRIVAL:

BATHROOM:

TOTAL

39% 39%

64%

STANDARDS – ON

ARRIVAL:

BATHROOM: TOTAL

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

34 Was toilet clean and in good repair? 1

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

36 Was spare toilet roll available? 1

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

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

39Were there 2 x clean drinking water glasses covered with

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

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

41 Were all amenities neatly arranged? 1

42 In the case of flowers were they fresh? 1

FINDINGS & REMARKS:Nice Amenity display – However water marks, soap marks and dust traces

found on vanity

Staines on couch

Bedside Lamp / Broken Shade

Dirty floor (debris) by couch /under coffee table

Coffee / tea try was left unclean

Terrace floors were dirty / debris

Bedside Lamp / Broken Shade

Bed side table Drawer dirty

Dirty floor (debris) by couch /under coffee table

PLEASE SEE PHOTOS



42 21 12 9

64%

CATEGORY: TURNDOWN

EMPLOYEE:

DATE AND TIME: SCORES

0%

0%

MEET BELOW N/A

STANDARDS – TURNDOWN:1 Was a turndown service provided between 18h00 and 22h00 daily?

2If do not disturb sign present was a calling card/door knob card left under/on the

door or a message left on the telephone?

3If employee was observed, was she wearing a complete uniform and well

presented?

4 Was the employee pleasant and professional in manner?

5 Was the bedspread removed or folded back?

6If bedspread was stored away, was it done neatly and not placed directly on the

floor?

7 Did employee fold back sheets neatly?

8 Was a bedside mat and slippers laid out?

9 Did employee draw curtains fully and neatly?

10 Did employee turn bedside lamp on?

11 Did employee leave room service breakfast card in a prominent position?

12 Did employee empty waste bins?

13 Did employee empty and clean ashtrays?

14 Was the room generally tidied with all amenities returned to their original position?

15 Were guest's clothes folded and arranged neatly?

16 Were all shoes paired and neatly arranged?

17 Was all change or jewelry left untouched?

18 Was stationery replenished?

19Were any used glasses or room service soiled plates and cutlery removed from

room?

20 Were any newspapers or magazines arranged neatly?

21 Was the television cabinet opened for the guest (if applicable)?

22 Was TV remote control placed on bed side table?

23 Did employee replace any used towels with clean ones?

24 Did employee clean and replace bathroom water glasses?

25 Did employee replace any bathroom amenities as required?

26 Did employee tidy guest's personal toiletries?

27 Did employee rinse out the sink?

28 Did employee ensure toilet was clean?

29 Did employee clean bathroom floor?

30 Did employee clean bath and shower?

FINDINGS & REMARKS:


30 - - -

HOUSEKEEPING - TURNDOWN

STANDARD

0%

STANDARDS –

TURNDOWN:

Total

0% 0%

STANDARDS –

TURNDOWN:

Total

CATEGORY: SERVICING

EMPLOYEE: Robin / Loki on 16th & Timurlan on 17th

DATE AND TIME: April 16 SCORES

47%

67%

26%

MEET BELOW N/A

STANDARDS – SERVICING OF GUEST'S ROOM:

1 Was servicing completed by 14h00 each day? 1

2If employee was observed, was he 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

HOUSEKEEPING - SERVICING

STANDARD

STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom:

TOTAL

47%

67%

26%

STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom: TOTAL

CATEGORY: SERVICING

EMPLOYEE: Robin / Loki on 16th & Timurlan on 17th

DATE AND TIME: April 16 SCORES

47%

67%

26%

MEET BELOW N/A

HOUSEKEEPING - SERVICING

STANDARD

STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom:

TOTAL

47%

67%

26%

STANDARDS –

SERVICING OF

GUEST'S ROOM:

Bathroom: TOTAL

FINDINGS & REMARKS:Balcony was not cleaned

Robin did not replace used stationery

Robin was very quite working - however rushed in the process

Robin did not vacuume carpet nor mopped tiles - he left debris behind on the

floor

Amenities were mnot replaced and others were not returned to their original

position

Curtains were not drawn / left open

Ashtray in Balcony was not emptied or cleaned

Robin did not tidy my personal toiletries

In both room & Balcony floors were not clean and had debris

He asked if I need him toreplace used towels / I said of course please do

I requested that he place a plastic garpage bag in the dust / carpage

container - He actually brought in a Laundry bag and placed in the

container !



35 15 12 8

26%

CATEGORY: LAUNDRY

EMPLOYEE:

DATE AND TIME: Picked up at 8PM on 17th SCORES

83%

67%

100%

86%

ST

ANMEET

BELO

WN/A

STANDARDPRODUCT - VALET AMENITY TRAY/PACK:

1 Did laundry list include hours of service? 1

2 Did laundry list include collection/delivery instructions? 1

3Did laundry list include collection telephone number unless speed dial was

clearly marked on the telephone? 1

4 Did laundry list clearly state applicable prices? 1

5 Did list have option for folded or hung shirts? 1

6 Did valet amenity tray/pack include laundry bags? 1

STANDARDS – COLLECTION:

7 Was laundry/pressing collected within ten minutes of request? 1

8 Did employee knock lightly on the door/ring the doorbell? 1


10Did the employee use the guest's name at least one time during the

interaction? 1

11 Did employee confirm with guest that the laundry list was in the bag? 1


STANDARDS – DELIVERY AND PRESENTATION:

13 Was all laundry delivered within specified time? 1

14 If any delay in delivery time was guest informed immediately? 1

15With pressing, were the garments returned within 1 hour of them being

collected? 1

16Were all collected items returned and if so were they returned as requested

(i.e. folded, on a hanger etc.)? 1

17 If bill accompanied the laundry, was it clearly itemized and totalled? 1

18 Were all laundry items appropriately cleaned? 1

19 Were all items appropriately pressed? 1

20If stain could not be removed from garment was the guest informed through

a printed card? 1

21 Were all hanging garments returned on good quality hangers (i.e. not wire)? 1

22 Were articles on hangers covered in plastic? 1

23 Were all articles free of odor? 1

24 Were folded garments delivered in a box/basket/tray. 1

25 Were buttons replaced if fallen off or loose? 1

26 In the case of French cuffs, were clips used? 1

27 Were garments free of any staples or pins? 1

28 Were laundry tags removed from all items? 1

29 Were socks in pairs and folded? 1

30If a do not disturb sign was on the door was a calling card placed under the

door? 1

31If shoes were left out to be cleaned were they returned polished to a high

standard? 1

HOUSEKEEPING - LAUNDRY

STANDARD

STANDARDS –

COLLECTION:

STANDARDS –

DELIVERY AND

PRESENTATION:

TOTAL

83%67%

100% 86%

STANDARD STANDARDS –

COLLECTION:

STANDARDS –

DELIVERY AND

PRESENTATION:

TOTAL

CATEGORY: LAUNDRY

EMPLOYEE:

DATE AND TIME: Picked up at 8PM on 17th SCORES

83%

67%

100%

86%

ST

ANMEET

BELO

WN/A

HOUSEKEEPING - LAUNDRY

STANDARD

STANDARDS –

COLLECTION:

STANDARDS –

DELIVERY AND

PRESENTATION:

TOTAL

83%67%

100% 86%

STANDARD STANDARDS –

COLLECTION:

STANDARDS –

DELIVERY AND

PRESENTATION:

TOTAL

FINDINGS & REMARKS:Laundry was picked up after having to call three times

Delivered on the promised time - HK staff was friendly and polite

All was delivered complete and as requested



31 19 3 9

86%

CATEGORY: RESTAURANT - BREAKFAST

OUTLET: AL MORJAN Buffet

EMPLOYEE: Camz Hostess


0%

44%

36%

50%

50%

100%

70%

73%

100%

71%

82%

66%

MEET BELOW N/A

STANDARDS – RESERVATIONS:

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 department?1

3Did employee obtain the guest's name and use it at

least once during the conversation? 1

4 Did employee obtain number of people dining? 1

5 Did employee ascertain dining time? 1

6 Did employee obtain telephone/room number? 1

7 Did the employee repeat and confirm the details? 1

8 Did the employee thank the guest? 1

STANDARDS - ARRIVAL/SEATING:

9Was the guest greeted or acknowledged within 30 seconds

upon entering the restaurant?1

10 Was the guest greeted in a friendly and pleasant manner? 1

11Did the host ascertain guest's name and use it during

interactions?1

12 Did host ask guest to follow him/her to the table? 1

13 Did the host seat the guest within 1 minute of their arrival? 1

14 Did the host seat the guest at a fully laid table? 1

15 Did host offer chair assistance? 1

16 Did the host remove covers if necessary? 1

17 Did the host present the menu/wine list? 1

18 Did host explain any specials of the day (i.e. carvery)? 1

19 Did the host offer a buffet orientation? 1

STANDARDS - SERVICE:

20 Was a pre-meal drink offered within 5 minutes of seating? 1

21Did the employee have good product knowledge with regard

to the wines/beverages?1

22 Was wine/beverage served within 5 minutes of ordering? 1

RESTAURANT - AL MARJAN Breakfast Buffet

STANDARDS –

RESERVATIONS:

STANDARDS -

ARRIVAL/SEATING:


STANDARDS –

BEVERAGE SERVICE:

SALES:

TOTAL

STANDARD

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

PRODUCT - BUFFET:

PRODUCT - MENU AND

FOOD:

PRODUCT - TABLE

LAYOUT:

PHYSICAL CONDITION

OF RESTAURANT-

PRODUCT

0%

44%36%

50% 50%

100%

70% 73%

100%

71%

82%

66%





0%

44%

36%

50%

50%

100%

70%

73%

100%

71%

82%

66%

MEET BELOW N/A


STANDARDS –

RESERVATIONS:

STANDARDS -

ARRIVAL/SEATING:


STANDARDS –

BEVERAGE SERVICE:

SALES:

TOTAL

STANDARD

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

PRODUCT - BUFFET:

PRODUCT - MENU AND

FOOD:

PRODUCT - TABLE

LAYOUT:

PHYSICAL CONDITION

OF RESTAURANT-

PRODUCT

0%

44%36%

50% 50%

100%

70% 73%

100%

71%

82%

66%

23Were bread/rolls and butter automatically served or equivalent

(i.e. prawn crackers, olive oil etc.) if not available at the buffet? 1

24 Did the waiter replace cutlery as required? 1

25Were dishes cleared within 3 minutes of all guests

finishing their meals?1

26 Did the waiter remove side plate, side knife, butter and cruets on completion of main course? 1

27 Did the waiter crumb down the table (if appropriate)? 1

28 Did the waiter automatically offer desserts (if applicable)? 1

29 Was dessert served within 10 minutes of order being taken? 1

30 Did waiter automatically offer coffee/tea? 1

31Did waiter clarify the guest's coffee/tea preference

(i.e. cappuccino, espresso etc.)?1

32Was coffee/tea served within 5 minutes of order or within 5 minutes of the dessert being

cleared? 1

33 Did the waiter offer to pour the coffee/tea? 1

34 Was milk/cream offered with the coffee/tea? 1

35Did a selection of petit fours/mints/pastries accompany

the coffee (or equivalent)? 1

36 Did waiter automatically offer coffee/tea refills?

37Were ashtrays cleared every time a guest extinguished a

cigarette?1

38Did an employee visit the table to ascertain at any

point if service was satisfactory? 1

39Upon leaving the restaurant was the guest thanked/

acknowledged? 1

STANDARDS – BEVERAGE SERVICE:

40 Did the waiter present the wine to the guest? 1

41 Did the waiter open the wine in front of the guest? 1

42 Did the waiter pour a small amount of wine for host to sample? 1

43 Did the waiter serve the wine - ladies first? 1

44 Did the waiter fill the glasses appropriately? 1





0%

44%

36%

50%

50%

100%

70%

73%

100%

71%

82%

66%

MEET BELOW N/A


STANDARDS –

RESERVATIONS:

STANDARDS -

ARRIVAL/SEATING:


STANDARDS –

BEVERAGE SERVICE:

SALES:

TOTAL

STANDARD

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

PRODUCT - BUFFET:

PRODUCT - MENU AND

FOOD:

PRODUCT - TABLE

LAYOUT:

PHYSICAL CONDITION

OF RESTAURANT-

PRODUCT

0%

44%36%

50% 50%

100%

70% 73%

100%

71%

82%

66%

45 Was white wine served from an ice bucket? 1

46Was red wine served at room temperature and white wine

chilled?1

47 Did the waiter top up the glass as required? 1

48 In the case of a beverage, was the drink correctly garnished? 1

49Was the beverage poured in front of the guest in the case of canned, bottled or mixed drinks

(i.e. not prepoured)? 1

50Did the waiter handle glassware by the stem and base of glass

at all times?1

51 Did waiter offer an additional beverage within 2 minutes of drink being empty? 1

SALES:

52Did waiter up sell with wine order (i.e. recommend a wine

to accompany the meal)? 1

53Did waiter automatically offer additional bottle of wine upon

completion of the first? 1

54 Did waiter automatically suggest mineral water with the meal? 1

55 Did waiter suggest post-meal drinks/cigars? 1

ACCOUNTING - BILL PRESENTATION:

56 Was the bill provided within three minutes of request? 1

57 Was the bill presented in a clean bill fold/tray with hotel pen? 1

58 Was the bill clearly itemized and correct? 1

59 Did waiter collect payment promptly? 1

60 Did the waiter return correct change? 1

61If cash payment, was receipt automatically offered

(i.e. bill displays settlement by cash)?1

62 If credit card payment did employee verify signature? 1

THE EMPLOYEE:


64Was the employee dressed in a clean, pressed and complete

uniform?1





0%

44%

36%

50%

50%

100%

70%

73%

100%

71%

82%

66%

MEET BELOW N/A


STANDARDS –

RESERVATIONS:

STANDARDS -

ARRIVAL/SEATING:


STANDARDS –

BEVERAGE SERVICE:

SALES:

TOTAL

STANDARD

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

PRODUCT - BUFFET:

PRODUCT - MENU AND

FOOD:

PRODUCT - TABLE

LAYOUT:

PHYSICAL CONDITION

OF RESTAURANT-

PRODUCT

0%

44%36%

50% 50%

100%

70% 73%

100%

71%

82%

66%


66 Did the employee wear a name badge (if applicable)? 1





English language?1

71Did employee respect guest's presence when interacting with

other colleagues?1


PRODUCT - BUFFET:

73 Was the buffet attractive in presentation? 1

74 Was buffet clean and free of any debris (i.e. behind and on top)? 1

75 Were any unidentifiable food or beverage items clearly labeled? 1

76 Were labels clean and uniform in appearance? 1

77 Were all dishes replenished as required? 1

78 Was the appropriate crockery available? 1

79 In the case of a hot buffet, were warmed plates available? 1

80 Were serviettes provided for the warm plates? 1

81 Were the appropriate service utensils clean and available? 1

82 Were all relevant condiments available? 1

83 Was cook present behind the buffet at all times? 1

84 Was the cook well informed of buffet items? 1

85In the case of hot foods did the cook present a clean warm plate

with a serviette to the guest?1

86 Did chef inform guest if plate was hot? 1

87 Was the chef neatly presented in a clean and complete uniform? 1

PRODUCT - MENU AND FOOD:

88Was the menu/wine list clean, in good repair and presented

in English as well as the local language? 1





0%

44%

36%

50%

50%

100%

70%

73%

100%

71%

82%

66%

MEET BELOW N/A


STANDARDS –

RESERVATIONS:

STANDARDS -

ARRIVAL/SEATING:


STANDARDS –

BEVERAGE SERVICE:

SALES:

TOTAL

STANDARD

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

PRODUCT - BUFFET:

PRODUCT - MENU AND

FOOD:

PRODUCT - TABLE

LAYOUT:

PHYSICAL CONDITION

OF RESTAURANT-

PRODUCT

0%

44%36%

50% 50%

100%

70% 73%

100%

71%

82%

66%

89Did the buffet offer a varied selection of dishes

(i.e. starters, main courses and desserts)?1

90 Did the buffet offer at least 2 vegetarian options? 1

91 Was the food fresh and of good flavor? 1

92 Was food served at the correct temperature? 1

93 Was the texture and color of the food acceptable? 1

94 Was coffee/tea hot, fresh and appropriately brewed? 1

PRODUCT - TABLE LAYOUT:

95 Were all tables in the restaurant consistently laid up? 1

96 Was the table cloth clean, pressed and free of any stains/tears? 1

97Was correct cutlery used for its intended purpose and was it

clean and matching in pattern?1

98Was crockery/silverware clean, unchipped and matching in

pattern?1

99 Was the glassware clean, unchipped and matching in pattern? 1

100 Was ice bucket clean and polished? 1

101 Was the butter rolled/cut, fresh and well presented? 1

102 Was butter dish full? 1

103Was the napkin clean, pressed and free of any stains/tears

(paper serviettes are not acceptable)? 1

104 Were the salt and pepper cruets available and if so clean and full? 1

105Did sugar selection include sweetener, white and/or brown as

required?1

106 In the case of sugar cubes were sugar tongs/spoons present? 1

PHYSICAL CONDITION OF RESTAURANT-PRODUCT

107 Was the carpet/tiles free and clean of any stains or debris? 1

108 Were all light fixtures fully illuminated? 1

109 Were all walls clean and free of any chips, scuffs or marks? 1

110 Were all mirrors polished and free of any smudges? 1

111 Were all windows clean and free of any streaks or spots? 1





0%

44%

36%

50%

50%

100%

70%

73%

100%

71%

82%

66%

MEET BELOW N/A


STANDARDS –

RESERVATIONS:

STANDARDS -

ARRIVAL/SEATING:


STANDARDS –

BEVERAGE SERVICE:

SALES:

TOTAL

STANDARD

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

PRODUCT - BUFFET:

PRODUCT - MENU AND

FOOD:

PRODUCT - TABLE

LAYOUT:

PHYSICAL CONDITION

OF RESTAURANT-

PRODUCT

0%

44%36%

50% 50%

100%

70% 73%

100%

71%

82%

66%

112 Were all plant and floral decorations fresh? 1

113 Were side stations clean at all times? 1

114 Was the table steady? 1

115Were the table/chair legs free of any scuffs/scratches

and matching in color? 1

116Was the chair's upholstery clean, matching and in good

repair?1

117 Was the restaurant at an ambient/comfortable temperature? 1

FINDINGS & REMARKS:Hostess Camz received me at entrance / had me sign for breakfast - I proceeded to follow her

to seat me indoor but then she left me and wen back to hostess counter. !

I returned to her counter and requested that she seats me and give me orientation of buffet -

she pointed at a table that is set for one person and left !

Had to wait for a waiter passing by to order tea - which he did few minutes later

Several buffet Items were not being replenished regularly

Buffet counters require cleaning / attention

Buffet tables were not cleared- left with dirty dishes left for over 40 MinutesThe tables / chairs legs (Terrace) has scuffs / scratches requires Preventive Maintenance

PLEASE SEE PHOTOS



117 54 27 35

66%

CATEGORY: RESTAURANT

OUTLET: THE ANCHOR RESTAURANT

EMPLOYEE: Pawan


100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

MEET BELOW N/A

STANDARDS - RESERVATIONS: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 department? 1

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






STANDARDS – ARRIVAL / SEATING:

9 Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant? 1


11 Did the host ascertain guest's name and use it during interactions? 1







18Did host explain any specials of the day where applicable (i.e. soup, fish, etc.) or any items not

available? 1



20 Did the waiter approach and greet the guest within 10 minutes to take the food order? 1

21 Was waiter able to answer any questions with regard to the menu and its ingredients? 1

22 Did the waiter take orders with ladies first? 1

23 Did the waiter maintain eye contact with the guest ordering? 1

24 Did the waiter accommodate any reasonable off menu requests? 1

25Did the waiter obtain full and complete orders (i.e. cooking instructions, accompaniments,

etc.)? 1

26 Did the waiter thank the guest? 1

27 Was the wine/beverage order taken within 2 minutes of the food order? 1

SALES:

STANDARDS -

RESERVATIONS: STANDARDS –

ARRIVAL / STANDARDS -

SERVICE:

THE ANCHOR LOUNGE

STANDARD

REST. PHYSICAL

CONDITION OF-

PRODUCT

PRODUCT – TABLE

LAYOUT:

PRODUCT – MENU

AND FOOD:

STANDARDS –

BEVERAGE

BILL

PRESENTATION-

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%



EMPLOYEE: Pawan


100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

MEET BELOW N/A

SALES:

STANDARDS -



SERVICE:

THE ANCHOR LOUNGE

STANDARD

REST. PHYSICAL

CONDITION OF-

PRODUCT

PRODUCT – TABLE

LAYOUT:

PRODUCT – MENU

AND FOOD:

STANDARDS –

BEVERAGE

BILL

PRESENTATION-

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

28 Did the employee have good product knowledge with regard to the wines/beverages? 1


30Were bread/rolls and butter automatically served or equivalent (i.e. prawn crackers, olive oil

etc.)? 1

31 Did the waiter change cutlery to accompany order? 1

32 Was the starter served within 15 minutes of order? 1

33Was the main course served within 20 minutes of starter being removed or within 30 minutes

if no starter was ordered? 1

34 Was the correct starter/main course served to the appropriate guest without prompting? 1

35 In the case of two people dining, were dishes served to both guests at the same time? 1

36 Was the guest advised if the plate was hot? 1

37 Were all plated items served with as little disruption to the guest as possible? 1

38 Was plate crest positioned in either the six o'clock or twelve position accordingly? 1

39 Was the order correct and complete? 1

40Were all appropriate condiments automatically offered (i.e. mint sauce, horseradish, mustard,

ketchup etc.)? 1

41 Were condiments served in appropriate containers (i.e. decanted from the bottle)? 1

42 Were dishes cleared within 3 minutes of all guests finishing their meals? 1



45 Did the waiter automatically offer desserts? 1

46Was dessert served within ten minutes of order being taken unless the employee informed the

agent of an expected delay? 1


48 Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)? 1


cleared? 1



52 Did a selection of petit fours/mints/pastries accompany the coffee/tea (or equivalent)? 1

53 Did waiter automatically offer coffee/tea refills? 1

54 Were ashtrays cleared every time a guest extinguished a cigarette? 1

55 Did an employee visit the table to ascertain at any point if service was satisfactory? 1

56 Upon leaving the restaurant was the guest thanked/acknowledged? 1



EMPLOYEE: Pawan


100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

MEET BELOW N/A

SALES:

STANDARDS -



SERVICE:

THE ANCHOR LOUNGE

STANDARD

REST. PHYSICAL

CONDITION OF-

PRODUCT

PRODUCT – TABLE

LAYOUT:

PRODUCT – MENU

AND FOOD:

STANDARDS –

BEVERAGE

BILL

PRESENTATION-

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%








63 Was red wine served at room temperature and white wine chilled? 1





67 Did the waiter handle glassware by the stem and base of glass at all times? 1


SALES:

69 Did waiter automatically suggest a starter for each guest? 1

70 Did waiter automatically suggest side orders (if applicable)? 1

71 Did waiter up sell with wine order (i.e. recommend a wine to accompany the meal)? 1

72 Did waiter automatically offer additional bottle of wine/water upon completion of the first? 1


74 If no dessert was ordered, did waiter offer an alternative (i.e. sorbet/cheese course)? 1


BILL PRESENTATION-ACCOUNTING






81 If cash payment, was receipt automatically offered (i.e. bill displays settlement by cash)? 1


THE EMPLOYEE:





EMPLOYEE: Pawan


100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

MEET BELOW N/A

SALES:

STANDARDS -



SERVICE:

THE ANCHOR LOUNGE

STANDARD

REST. PHYSICAL

CONDITION OF-

PRODUCT

PRODUCT – TABLE

LAYOUT:

PRODUCT – MENU

AND FOOD:

STANDARDS –

BEVERAGE

BILL

PRESENTATION-

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%









PRODUCT – MENU AND FOOD:

93Was the menu/wine list clean, in good repair and presented in English as well as the local

language? 1

94Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses and

desserts)? 1

95 Were two vegetarian options available? 1

96 Was the food presented in an appealing manner? 1

97 Did the food directly resemble its description from the restaurant menu? 1




101 Were portions of acceptable size? 1

102 Was the food cooked as requested? 1


PRODUCT – TABLE LAYOUT:



106 Was correct cutlery used for its intended purpose and was it clean and matching in pattern? 1

107Was cutlery silver in the case of a formal restaurant and good quality stainless steel in the

case of an informal restaurant? 1

108 Was crockery/silverware clean, unchipped and matching in pattern? 1





113Was the napkin clean, pressed and free of any stains/tears (paper serviettes are not

acceptable)? 1




EMPLOYEE: Pawan


100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

MEET BELOW N/A

SALES:

STANDARDS -



SERVICE:

THE ANCHOR LOUNGE

STANDARD

REST. PHYSICAL

CONDITION OF-

PRODUCT

PRODUCT – TABLE

LAYOUT:

PRODUCT – MENU

AND FOOD:

STANDARDS –

BEVERAGE

BILL

PRESENTATION-

THE EMPLOYEE:

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

115 Did sugar selection include sweetener, white and/or brown as required? 1


REST. PHYSICAL CONDITION OF-PRODUCT









125 Were the table/chair legs free of any scuffs/scratches and matching in color? 1

126 Was the chair's upholstery clean, matching and in good repair? 1


128 Was restaurant free of any noise/odor from the kitchen? 1

FINDINGS & REMARKS:Although Anchor is a fine Sports Lounge / Bar - It is addressed on the website as a restaurant

!

Seated by Pawan who was very hospitable and professional

Though the indoor lounge was over crowded by Football fans the outdoor with comfortable

and well laid out …

Super Service and great ambiance



128 90 - 38

100%


OUTLET: BRASSERIE

EMPLOYEE: Asmika, Mario & Neeraj


100%

100%

97%

100%

100%

100%

100%

100%

100%

100%

99%

MEET BELOW N/A



and identify the department?1


















available?1









etc.)?1


RESTAURANT: BRASSERIE

STANDARDS -

RESERVATIONS:

STANDARDS –

ARRIVAL / SEATING:

STANDARDS -

SERVICE:

STANDARDS –

BEVERAGE SERVICE:

SALES:

STANDARD

BILL PRESENTATION-

ACCOUNTING

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100%

97%

100% 100% 100% 100% 100% 100% 100%

99%


OUTLET: BRASSERIE



100%

100%

97%

100%

100%

100%

100%

100%

100%

100%

99%

MEET BELOW N/A


STANDARDS -

RESERVATIONS:

STANDARDS –

ARRIVAL / SEATING:

STANDARDS -

SERVICE:

STANDARDS –

BEVERAGE SERVICE:

SALES:

STANDARD

BILL PRESENTATION-

ACCOUNTING

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100%

97%

100% 100% 100% 100% 100% 100% 100%

99%





etc.)?1




if no starter was ordered?1








ketchup etc.)?1







agent of an expected delay?1


48 Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)?


cleared?1








OUTLET: BRASSERIE



100%

100%

97%

100%

100%

100%

100%

100%

100%

100%

99%

MEET BELOW N/A


STANDARDS -

RESERVATIONS:

STANDARDS –

ARRIVAL / SEATING:

STANDARDS -

SERVICE:

STANDARDS –

BEVERAGE SERVICE:

SALES:

STANDARD

BILL PRESENTATION-

ACCOUNTING

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100%

97%

100% 100% 100% 100% 100% 100% 100%

99%













(i.e. not prepoured)?1



SALES:

















OUTLET: BRASSERIE



100%

100%

97%

100%

100%

100%

100%

100%

100%

100%

99%

MEET BELOW N/A


STANDARDS -

RESERVATIONS:

STANDARDS –

ARRIVAL / SEATING:

STANDARDS -

SERVICE:

STANDARDS –

BEVERAGE SERVICE:

SALES:

STANDARD

BILL PRESENTATION-

ACCOUNTING

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100%

97%

100% 100% 100% 100% 100% 100% 100%

99%

THE EMPLOYEE:













language?1


desserts)?1




98 Was the food fresh and of good flavour? 1


100 Was the texture and colour of the food acceptable? 1









case of an informal restaurant?1






OUTLET: BRASSERIE



100%

100%

97%

100%

100%

100%

100%

100%

100%

100%

99%

MEET BELOW N/A


STANDARDS -

RESERVATIONS:

STANDARDS –

ARRIVAL / SEATING:

STANDARDS -

SERVICE:

STANDARDS –

BEVERAGE SERVICE:

SALES:

STANDARD

BILL PRESENTATION-

ACCOUNTING

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100%

97%

100% 100% 100% 100% 100% 100% 100%

99%



acceptable)?1













125 Were the table/chair legs free of any scuffs/scratches and matching in colour? 1



128 Was restaurant free of any noise/odour from the kitchen? 1

FINDINGS & REMARKS:I was received and seated by, sevid by Neeraj and food 3 course recommendations by Mario -

Great team / Great Service

Dining room tables were laid out nicely and good ambiance

Excellent Food presentation, tuxture and taste Super Service

See Photos



128 108 - 19

99%


OUTLET: BRASSERIE

EMPLOYEE: Mario (Restaurant Manager) & Luxmi (Hostess) & Ushpa (Waitress)

DATE AND TIME: 9 PM / April 17th SCORES

100%

100%

100%

100%

100%

100%

100%

100%

100%

92%

99%

MEET BELOW N/A



and identify the department? 1


















available? 1









etc.)? 1



RESTAURANT: VESPA ITALIAN / Dinner

STANDARDS -



SERVICE: STANDARDS –

BEVERAGE

SALES:

STANDARD

BILL

PRESENTATION-

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100%

92%

99%


OUTLET: BRASSERIE



100%

100%

100%

100%

100%

100%

100%

100%

100%

92%

99%

MEET BELOW N/A


STANDARDS -




BEVERAGE

SALES:

STANDARD

BILL

PRESENTATION-

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100%

92%

99%




etc.)? 1




if no starter was ordered? 1








ketchup etc.)? 1







agent of an expected delay? 1


48 Did waiter clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.)? 1


cleared? 1









OUTLET: BRASSERIE



100%

100%

100%

100%

100%

100%

100%

100%

100%

92%

99%

MEET BELOW N/A


STANDARDS -




BEVERAGE

SALES:

STANDARD

BILL

PRESENTATION-

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100%

92%

99%















SALES:
















THE EMPLOYEE:




OUTLET: BRASSERIE



100%

100%

100%

100%

100%

100%

100%

100%

100%

92%

99%

MEET BELOW N/A


STANDARDS -




BEVERAGE

SALES:

STANDARD

BILL

PRESENTATION-

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100%

92%

99%











language? 1


desserts)? 1















case of an informal restaurant? 1







acceptable)? 1



OUTLET: BRASSERIE



100%

100%

100%

100%

100%

100%

100%

100%

100%

92%

99%

MEET BELOW N/A


STANDARDS -




BEVERAGE

SALES:

STANDARD

BILL

PRESENTATION-

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100%

92%

99%












125 Were the table/chair legs free of any scuffs/scratches and matching in color? 1



128 Was restaurant free of any noise/odor from the kitchen? 1

FINDINGS & REMARKS:Bellman Omar picked me up from room / drop off at Vespa Italian Restaurant - He was very

hospitable and polite.

Waited 5 minutes by hosted station to be seated

Finally Hostess Luxmi showed up - Acknowledged me then excused her self to seat another

guest first and come back - few minutes later she came to seat me as requested at the indoor

area.

The dining room was consistently well laid out and organized

The appetizer served / followed by main course then dessert - all with excellent presentation

and taste During the meal Mario (Restaurant Manger) came three times to insure that all is well and

meal is satisfactoryAt the end - Mario presented me with the bill which I signed & requested a cart to drop back to

my room - in three minuets Mario informed me that Bellman arrived.

Mario was very accommodating and hospitable throughout my dinner - he thanked me at the

end and wished me a good night.

THIS WAS A VERY PLEASANT EXPERIENCE (BOTH SERVICE & PRODUCT QUALITY)




OUTLET: BRASSERIE



100%

100%

100%

100%

100%

100%

100%

100%

100%

92%

99%

MEET BELOW N/A


STANDARDS -




BEVERAGE

SALES:

STANDARD

BILL

PRESENTATION-

THE EMPLOYEE:

PRODUCT – MENU

AND FOOD:

PRODUCT – TABLE

LAYOUT:

REST. PHYSICAL

CONDITION OF-

PRODUCT

TOTAL

100% 100% 100% 100% 100% 100% 100% 100% 100%

92%

99%

128 112 1 15

99%

CATEGORY: LIGHT MEALS

OUTLET: THE LOBBY LOUNGE CAFÉ

EMPLOYEE: Ms. Eliza


0%

100%

69%

0%

0%

90%

37%

MEET BELOW N/A


1 Was guest acknowledged within 1 minute of arrival? 1


3 Did employee present menus within 1 minute of request? 1

4 Did employee explain any daily specials (i.e. soup of the day)? 1

5 Was the guest's drinks order taken within 3 minutes of seating? 1

6 Was drinks order served within 3 minutes of order? 1

7 Were drinks served and cleared using a tray? 1

8 Was the drinks order correct? 1

9 Were drinks appropriately garnished? 1

10Did the waiter handle glassware by the stem and base of glass

at all times? 1

11Was the beverage poured in front of the guest in the case of canned, bottled or mixed

drinks (i.e. not prepoured)? 1

12 Did the waiter take order with ladies first? 1

13 Did waiter maintain eye contact during order taking? 1

14Did employee have good product knowledge with regard

to the menu? 1

15Did waiter obtain full and complete orders (i.e. cooking

instructions, bread preference etc.)? 1

16 Did waiter bring appropriate cutlery as per order? 1

17 Was light meal served within 15 minutes of order? 1

18Were all plated items served with as little disruption to the

guest as possible? 1


20Were all appropriate condiments automatically offered

(i.e. ketchup, mayonnaise etc.)? 1

21Were condiments served in appropriate containers

(i.e. decanted from the bottle or miniature form)? 1

22 Did waiter offer additional drinks within 2 minutes of drink being empty? 1

23Were dishes cleared within 3 minutes of all guests

finishing their meals? 1


25 Was dessert served within 10 minutes of order being taken? 1


27Did waiter clarify the guest's coffee/tea preference

(i.e. cappuccino, espresso etc.)? 1


cleared? 1


THE LOBBY LOUNGE CAFE

STANDARD

VENUE PHYSICAL

CONDITION-PRODUCT

TOTAL

STANDARDS -

SERVICE:

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

MENU AND FOOD-

PRODUCT

TABLE LAYOUT-

PRODUCT 0%

100%

69%

0% 0%

90%

37%



EMPLOYEE: Ms. Eliza


0%

100%

69%

0%

0%

90%

37%

MEET BELOW N/A


STANDARD

VENUE PHYSICAL

CONDITION-PRODUCT

TOTAL

STANDARDS -

SERVICE:

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

MENU AND FOOD-

PRODUCT

TABLE LAYOUT-

PRODUCT 0%

100%

69%

0% 0%

90%

37%


31Did sugar selection include sweetener, white and/or brown as

required? 1


33Did waiter replace ashtray after each cigarette was

extinguished? 1

34Did an employee visit the table to ascertain at any

point if service was satisfactory? 1

35Upon leaving the restaurant was the guest thanked/

acknowledged? 1

ACCOUNTING - BILL PRESENTATION:







(i.e. bill displays settlement by cash)? 1


THE EMPLOYEE:



uniform? 1







English language? 1


other colleagues? 1


MENU AND FOOD-PRODUCT

53 Was the menu clean and in good repair? 1

54 Was the menu varied in content? 1




EMPLOYEE: Ms. Eliza


0%

100%

69%

0%

0%

90%

37%

MEET BELOW N/A


STANDARD

VENUE PHYSICAL

CONDITION-PRODUCT

TOTAL

STANDARDS -

SERVICE:

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

MENU AND FOOD-

PRODUCT

TABLE LAYOUT-

PRODUCT 0%

100%

69%

0% 0%

90%

37%


57Did the food directly resemble its description from the restaurant

menu? 1







1

TABLE LAYOUT-PRODUCT

64 Were all tables in the lounge/restaurant consistently laid up?

65 Was place mat/table cloth clean and free of debris?

66Was correct cutlery used for its intended purpose and was it

clean and matching in pattern?

67 Was crockery clean, free of chips and matching in pattern?

68 Was the glassware clean, unchipped and matching in pattern?

69Was the napkin clean, pressed and free of any stains/tears

(ply napkins acceptable, paper serviettes are not)?

70Were the salt and pepper cruets provided and if so were they

clean and full (if applicable to meal)?

VENUE PHYSICAL CONDITION-PRODUCT







77 Was the lounge at an ambient/comfortable temperature? 1




80 Were the chair's upholstery clean, matching and in good repair? 1

FINDINGS & REMARKS:

At first I took a seat at the outdoor area of the lobby lounge - no one approached me for

ordering - noticed that none of the other guests were approached either



EMPLOYEE: Ms. Eliza


0%

100%

69%

0%

0%

90%

37%

MEET BELOW N/A


STANDARD

VENUE PHYSICAL

CONDITION-PRODUCT

TOTAL

STANDARDS -

SERVICE:

ACCOUNTING - BILL

PRESENTATION:

THE EMPLOYEE:

MENU AND FOOD-

PRODUCT

TABLE LAYOUT-

PRODUCT 0%

100%

69%

0% 0%

90%

37%

I then moved to the indoor area within a view of the indoor bar counter - waived few

times at the waitress (Ms. Eliza) who seemed to be massaging on her phone … !!

Tables were not cleared of cups and glasses both inside and outside

While the atmosphere and furniture were in good condition and organized (Except some

outdoor cracked tables)

SEE PHOTOS



80 18 25 31

37%

CATEGORY: DRINKS SERVICE

OUTLET: BOARDWALK BAR / Bay View

EMPLOYEE: Xavier

DATE AND TIME: 4:00PM / April 19th SCORES

85%

100%

100%

100%

100%

MEET BELOW N/A

STANDARDS – SERVICE:


2 Did employee greet guest in a pleasant and friendly manner? 1

3 Was the drinks order taken within 3 minutes of seating? 1

4Did the employee show good product knowledge when

taking the order? 1

5 Did waiter take orders with ladies first? 1

6Did the waiter ask if guest would like ice in his drink

(if applicable)? 1


8Did waiter ascertain if guest was eating within the hotel and

offer menus (if applicable)? 1

9 Were the drinks served within 5 minutes of order? 1

10 Were all drinks served from a tray? 1

11If wine by the glass is ordered, did the waiter present the bottle to the guest and pour directly

from the bottle? 1

12 Did waiter handle glass from stem or base at all times? 1

13 Did waiter supply and place drinks on coaster? 1




16 Were the drinks served in the correct glassware? 1

17 Were glasses clean, polished and free of any cracks or chips? 1

18 Were garnishes fresh and appropriate? 1

19 Was the drink appropriately chilled (if applicable)? 1

20 In the case of a mixed drink, was a stir stick provided? 1

21 Did waiter automatically offer snacks? 1

22 Was the snack bowl/plate full? 1

23 Did waiter supply serviettes with the snacks/drinks? 1

24 Were the snacks fresh? 1

25 In the case of shelled nuts or olives, was a pit bowl provided? 1

26 Were vacated tables promptly cleared? 1

27 Were all drinks cleared using a tray? 1

28 Did waiter offer an additional drink within 2 minutes of glass being empty? 1

29 Was a barman or waiter visible at all times? 1


extinguished? 1

31Upon leaving the bar was the guest thanked/

acknowledged? 1

ACCOUNTING – BILL PRESENTATION:






BOARDWALK BAR

TOTAL

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE:

PRODUCT - PHYSICAL

CONDITION OF

BAR/LOUNGE:

STANDARD

85%

100% 100% 100% 100%

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE: PRODUCT -

PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL



EMPLOYEE: Xavier


85%

100%

100%

100%

100%

MEET BELOW N/A

BOARDWALK BAR

TOTAL

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE:

PRODUCT - PHYSICAL

CONDITION OF

BAR/LOUNGE:

STANDARD

85%

100% 100% 100% 100%

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE: PRODUCT -

PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL



EMPLOYEE:



uniform? 1







English language? 1


other colleagues? 1


PRODUCT - PHYSICAL CONDITION OF BAR/LOUNGE:

48 Were tables in the bar consistently laid? 1

49 Were the carpet/tiles free and clean of any stains or debris? 1






55 Were ample ashtrays available? 1

56 If a bar list was provided, was it clean and in good repair? 1





60 Was the bar counter clean, dry and free of any debris? 1

61Were all brand bottles prominently displayed, free of any dust

with labels facing forward? 1

62 Was the lounge/bar at an ambient/comfortable temperature? 1

63 Was appropriate music played at a pleasant level? 1

FINDINGS & REMARKS:Xavier was friendly and took the time to have nice chat about my stay

Extremely attentive and comforting - Good Bartender



63 53 - 10



EMPLOYEE: Xavier


85%

100%

100%

100%

100%

MEET BELOW N/A

BOARDWALK BAR

TOTAL

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE:

PRODUCT - PHYSICAL

CONDITION OF

BAR/LOUNGE:

STANDARD

85%

100% 100% 100% 100%

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE: PRODUCT -

PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL

100%


EMPLOYEE: Bahy & Jonathon


62%

100%

60%

75%

68%

ST

ANMEET BELOW N/A



2 Did employee greet guest in a pleasant and friendly manner? 1

3 Was the drinks order taken within 3 minutes of seating? 1

4Did the employee show good product knowledge when

taking the order? 1

5 Did waiter take orders with ladies first? 1

6Did the waiter ask if guest would like ice in his drink

(if applicable)? 1


8Did waiter ascertain if guest was eating within the hotel and

offer menus (if applicable)? 1

9 Were the drinks served within 5 minutes of order? 1

10 Were all drinks served from a tray? 1

11If wine by the glass is ordered, did the waiter present the bottle to the guest and pour directly

from the bottle? 1

12 Did waiter handle glass from stem or base at all times? 1

13 Did waiter supply and place drinks on coaster? 1




16 Were the drinks served in the correct glassware? 1

17 Were glasses clean, polished and free of any cracks or chips? 1

18 Were garnishes fresh and appropriate? 1

19 Was the drink appropriately chilled (if applicable)? 1

20 In the case of a mixed drink, was a stir stick provided? 1

21 Did waiter automatically offer snacks? 1

22 Was the snack bowl/plate full? 1

23 Did waiter supply serviettes with the snacks/drinks? 1

24 Were the snacks fresh? 1

25 In the case of shelled nuts or olives, was a pit bowl provided? 1

26 Were vacated tables promptly cleared? 1

27 Were all drinks cleared using a tray? 1

28 Did waiter offer an additional drink within 2 minutes of glass being empty? 1

29 Was a barman or waiter visible at all times? 1


extinguished? 1

31Upon leaving the bar was the guest thanked/

acknowledged? 1







SHOFEE ROOF TOP Lounge / Light Meal


ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE:

PRODUCT - PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL

62%

100%

60%

75%68%

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE: PRODUCT -

PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL




62%

100%

60%

75%

68%

ST

ANMEET BELOW N/A



ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE:

PRODUCT - PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL

62%

100%

60%

75%68%

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE: PRODUCT -

PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL



EMPLOYEE:



uniform? 1







English language? 1


other colleagues? 1


PRODUCT - PHYSICAL CONDITION OF BAR/LOUNGE:

48 Were tables in the bar consistently laid? 1

49 Were the carpet/tiles free and clean of any stains or debris? 1






55 Were ample ashtrays available? 1

56 If a bar list was provided, was it clean and in good repair? 1





60 Was the bar counter clean, dry and free of any debris? 1

61Were all brand bottles prominently displayed, free of any dust

with labels facing forward? 1

62 Was the lounge/bar at an ambient/comfortable temperature? 1

63 Was appropriate music played at a pleasant level? 1

FINDINGS & REMARKS:

Called Shoffee Rooftop Lounge to check on menu and hours of operations - a Gentleman

answered the phone (I believe his name is Bahy) he couldn't understand a word in English or

answer any of my questions (Said "No understand) : couldn't tell me what type of menu items

they have - hours of operation ...etc !! no communication

When I arrived to the lounge - Bahy was the only one there and couldn't assist me since he

does not speak English - he phoned a waiter who arrived shortly (Jonathan)

Jonathan took my light meal order / which arrived in 20 minutes




62%

100%

60%

75%

68%

ST

ANMEET BELOW N/A



ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE:

PRODUCT - PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL

62%

100%

60%

75%68%

STANDARDS –

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

EMPLOYEE: PRODUCT -

PHYSICAL

CONDITION OF

BAR/LOUNGE:

TOTAL

Bahy Shofee Lounge server – On his mobile most of the time

Menu in bad shape, wrinkled & stained

It took over 20 minutes to clear table after I was done

Lounge well laid out with a comfortable ambiance



63 34 16 13

68%

CATEGORY: IN ROOM DINING

OUTLET: Room Service

EMPLOYEE: Dipesh - Order taker & waiter

DATE AND TIME: 8 PM SCORES

83%

60%

92%

100%

88%

60%

79%

MEET BELOW N/A

STANDARDS – ORDER TAKING:1 Was the telephone answered within 3 rings or 10 seconds? 1


morning/afternoon) and identify the department? 1

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

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

conversation? 1


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

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

8 Was the employee able to answer any questions with regards to the menu? 1

9Did the employee obtain a full and complete order (i.e. cooking instructions, bread

preference etc.)? 1

10 Did the employee accommodate any off menu requests? 1

11If dessert ordered, did the employee offer the guest the option of serving it upon

completion of the main course? 1

12 Did the employee repeat the order either during or at the end of the call? 1

13 Did the employee advise delivery time? 1


SALES:

15 Did order taker suggest starter? 1

16 Did order taker suggest side orders (if applicable)? 1

17 Did order taker automatically offer drinks with the meal? 1

18 Did order taker have good product knowledge with regards to wine? 1

19 Did order taker suggest dessert with the meal? 1

20 Did the order taker suggest coffee/tea with the meal? 1

STANDARDS – THE SERVICE:

21 Was the order served in the standard times:-

~ Breakfast order card - within 5 minutes of requested time

~ Breakfast - 25 minutes

~ Snack - 25 minutes

~ Lunch/Dinner - 30 minutes 1

22Did the employee either ring the bell or knock lightly on the door (i.e. not automatically

let himself into the room)? 1



25 If a newspaper was on the door did the employee bring it in with the tray? 1

26 Did the employee ask where the guest would like the tray/trolley to be placed? 1

27 In the case of a trolley did the employee open leaves and secure? 1

28 Did the employee set the table? 1

29 Did the employee position the chairs accordingly? 1

IN ROOM DINING

STANDARD

PRODUCT -

TRAY/TROLLEY

LAYOUT:

TOTAL

STANDARDS –

ORDER TAKING:

SALES:

STANDARDS – THE

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

THE EMPLOYEE:

83%

60%

92%100%

88%

60%

79%

STANDARDS – ORDER

TAKING:

STANDARDS – THE

SERVICE:

THE EMPLOYEE: TOTAL





83%

60%

92%

100%

88%

60%

79%

MEET BELOW N/A

IN ROOM DINING

STANDARD

PRODUCT -

TRAY/TROLLEY

LAYOUT:

TOTAL

STANDARDS –

ORDER TAKING:

SALES:

STANDARDS – THE

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

THE EMPLOYEE:

83%

60%

92%100%

88%

60%

79%

STANDARDS – ORDER

TAKING:

STANDARDS – THE

SERVICE:

THE EMPLOYEE: TOTAL

30Did the employee offer to remove hot food from the cabinet and if so was the flame

extinguished? 1

31 Did employee remove cloches? 1

32 Did the employee advise guest that the plate was hot (if required)? 1

33 Did the employee offer to pour the beverages? 1

34 Did the employee explain the various condiments with the meal (if unidentifiable)? 1

35 In the case of a breakfast order, did the employee offer to open the curtains? 1


37Did the employee inform the guest of tray/trolley collection procedures (not applicable if

trolley removal card present)? 1





41 Did the employee ask the guest for a signature? 1

THE EMPLOYEE:









PRODUCT - MENU AND FOOD:

50 Was the room service menu clean and in good repair? 1



53 Did the food directly resemble its description from the menu? 1






59 Was coffee/tea hot and fresh? 1


61 Were juices freshly squeezed? 1

62 Did fresh rolls/bread accompany the meal (if applicable)? 1





83%

60%

92%

100%

88%

60%

79%

MEET BELOW N/A

IN ROOM DINING

STANDARD

PRODUCT -

TRAY/TROLLEY

LAYOUT:

TOTAL

STANDARDS –

ORDER TAKING:

SALES:

STANDARDS – THE

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

THE EMPLOYEE:

83%

60%

92%100%

88%

60%

79%

STANDARDS – ORDER

TAKING:

STANDARDS – THE

SERVICE:

THE EMPLOYEE: TOTAL

PRODUCT - TRAY/TROLLEY LAYOUT:

63 Was the room service tray/trolley clean and in good repair? 1

64 Was the tray/trolley cover clean, pressed and free of any stains/tears? 1

65Was correct cutlery used for its intended purpose and was it clean and matching in

pattern? 1

66 Was silver cutlery used? 1

67Was crockery/silverware used for its intended purpose and was it clean, free of chips

and matching in pattern? 1


69 Were all the drinks covered with stancaps? 1

70 Did a vase and fresh flower accompany the meal? 1

71 Was a cloche used to cover hot food? 1

72 Was the cloche clean, polished and in good repair? 1

73 Did a full dish of butter accompany the food order? 1


75Were condiments served with the meal and decanted into the appropriate dishes or in

miniature form? 1


acceptable)? 1

77 Were the salt and pepper cruets provided and if so were they clean and full? 1

78 Were all the drinks appropriately garnished? 1

79 Was all the food free of any plastic/paper/foil wrapping? 1



82In the case of breakfast was there a minimum of three different preserves available

(honey is acceptable)? 1

FINDINGS & REMARKS:Dipesh answered the call with one ring - was polite and used my name few times during

the order taking

He repeated the order and advised that it will be delivered within 25 minutes

His English was not perfect however he was friendly and spoke with hospitable tone

Order delivered on time - served by Depish.

Juice, the bread and soup were covered with plastic - the dessert was covered with foil !

The Sandwich and French fries were not cover at all. See Photo

After I was done I called room service to pick up the tray - then the operator however it

was not picked up / removed until the following day by housekeeping







83%

60%

92%

100%

88%

60%

79%

MEET BELOW N/A

IN ROOM DINING

STANDARD

PRODUCT -

TRAY/TROLLEY

LAYOUT:

TOTAL

STANDARDS –

ORDER TAKING:

SALES:

STANDARDS – THE

SERVICE:

ACCOUNTING – BILL

PRESENTATION:

THE EMPLOYEE:

83%

60%

92%100%

88%

60%

79%

STANDARDS – ORDER

TAKING:

STANDARDS – THE

SERVICE:

THE EMPLOYEE: TOTAL

82 53 14 15

79%

CATEGORY: IN ROOM BAR


60%

67%

62%

MEET BELOW N/A

STANDARDS - ORDER OF SERVICE:1 Was the in room bar checked daily? 1

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

presented? 1

3 Was the employee pleasant and professional in manner? 1

4 Were all used mini bar items replaced? 1

5 Were all dirty glasses replaced with clean glasses? 1

6 Was the ice bucket/tray filled daily (if applicable)? 1

PRODUCT:

7 Was in room bar cabinet clean and dust free? 1

8 Was mini bar fridge steady? 1

9 Was mini bar fridge easily accessible? 1

10 Was the mini bar fridge clean and free of any odour? 1

11 Was the mini bar fridge in good working order? 1

12 Was the mini bar fridge free of any ice build up? 1

13 Did the in room bar contain a good selection of drinks? 1

14 Was there a minimum of 2 bottles of mineral water available? 1

15 Were food items available? 1

16Was an in room bar price list available (i.e. either a printed list or in the

directory of services)? 1

17 Did the in room bar beverages/food items correspond to the printed list? 1

18 Were fridge contents neatly arranged with all labels facing outwards? 1

19 Were all canned drinks free of any rust? 1

20 Did all stock not exceed expiry date? 1

21 Were two of each type of glass corresponding to drinks offered? 1

22 Was all glassware clean, polished, unchipped and matching? 1

23 Was glassware placed on coasters/liner? 1

24 Were there both a corkscrew and bottle opener available (if needed)? 1

25 Were there stir sticks and coasters available? 1

26 Were linen/paper serviettes available? 1

27 Was an ice bucket and tongs available? 1

FINDINGS & REMARKS:

Minibar (was Actually, missing several items) According to the menu price list

items.

Missed replacement on the 17th & 18th



27 16 8 1

IN ROOM BAR

62%

STANDARDS -

ORDER OF

SERVICE:

PRODUCT:

TOTAL

STANDARD

60%

67%

62%

STANDARDS - ORDER OF

SERVICE:

PRODUCT: TOTAL

CATEGORY: MINIMUM STANDARDS

DATE AND TIME: April 19th SCORES

92%

92%

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

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

acceptable for after hours )? 1

4 Was a twice daily maid service offered ? 1

5Was a rooming of the guest service offered either by the receptionist or

porter? 1

6

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

7 Was pressing available seven days a week ? 1

8Did staff have a good working knowledge of English as well as the local

language ? 1

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

10 Was a twenty four hour porterage service available ? 1

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

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

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

FINDINGS & REMARKS:

housekeping serviced room once a day - No turn down service offered

Many of Guest contact staff have English Langugge issues (Bell Staf /

Waiters (i.e. Marjan All Day Buffet & Shofee Buggy drivers)



13 12 2 -

GENERAL / INTERNATIONAL MINIMUM STANDARDS

STANDARD

Total

92%

STANDARDS : 92% 92%

STANDARDS : Total

CATEGORY: THE ROOMS

EMPLOYEE:


100%

100%

100%

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

12 Was 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 WiFi 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:ALL ROOM FACILITIES ARE UP TO 5 Star Standards

Cleaning and housekeeping the the issue in room



19 19 - -

INT'L ROOM STANDARD - PRODUCT (FF&E)

STANDARD

TOTAL

100%

STANDARDS –

PRODUCT ROOM

(FF&E):

BATHROOM:

100% 100% 100%

STANDARDS –PRODUCT ROOM

(FF&E):

BATHROOM: TOTAL

CATEGORY: ROOM FACILITIES/AMENITIES


95%

92%

94%

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 (city hotels only)? 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:No hot & cold indicator at shower or sink

No Guest services directory in room

ROOM PRODUCT - FACILITIES & AMENITIES

STANDARD

TOTAL

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

95%

92%

94%

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

TOTAL

CATEGORY: ROOM FACILITIES/AMENITIES


95%

92%

94%

MEET BELOW N/A

ROOM PRODUCT - FACILITIES & AMENITIES

STANDARD

TOTAL

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

95%

92%

94%

STANDARDS –

PRODUCT ROOM

FACILITIES:

BATHROOM

FACILITIES:

TOTAL



34 30 2 2

94%

CATEGORY: PUBLIC AREAS


87%

87%

MEET BELOW N/A

EXTERIOR / GROUNDS :

1Was the hotel located in a favourable position (i.e. city centre

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?

GUEST ROOM CORRIDORS:

9 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 lightbulbs prompty 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:All in Order



15 13 1 -

PUBLIC AREAS - PRODUCT

Total

87%

EXTERIOR /

GROUNDS :

STANDARD

87% 87%

EXTERIOR /

GROUNDS :

Total

CATEGORY: PUBLIC AREAS - GENERAL

EMPLOYEE: N/A


96%

96%

MEET BELOW N/A

EXTERIOR/GROUNDS:

1 Was driveway easily accessible with either parking or a vale 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 workin 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:ALL IN ORDER



25 24 1 -

PUBLIC AREAS - GENERAL

STANDARD

Total

96%

EXTERIOR/GROUNDS

: 96% 96%

EXTERIOR/GROUNDS: Total

CATEGORY: FITNESS FACILITIES


0%

87%

87%

0%

0%

100%

83%

71%

MEET BELOW N/A

STANDARDS – RECEPTION:1 Was there a designated receptionist upon arrival (if applicable)? 1


3 Was employee wearing a complete uniform and well presented? 1

4 Did employee ascertain guest's room number and use his/her name thereafter? 1

5 Was guest offered a facility orientation? 1

6 Did employee offer a sweat towel (if required)? 1

7 Did employee offer a locker key (if applicable)? 1

8 Was reception desk neat and clean in appearance? 1

Gymnasium:-9 Was the décor fresh in appearance and of a high standard? 1

10 Was gymnasium odor free? 1

11Was gymnasium well laid out with a variety of different exercise equipment

(cardiovascular, universal, free weights)? 1

12Was gymnasium user friendly with clear instructions placed on equipment as

to how to use it? 1

13 Was the equipment in good working order? 1

14 Was a wall clock clearly visible? 1

15 If television monitors were present were they in good working order? 1

16 Was gymnasium clean and tidy? 1

17 Was a water dispenser and cups or bottled water available? 1

18 Were clean sweat towels available (if not provided at reception)? 1

19 Were all mirrors/windows clean and smear free? 1

20 Was flooring clean and in good repair? 1

21 Were walls clean and scuff free? 1

22 Was air-conditioning/heating at a comfortable level? 1

23 Was all lighting working? 1

24 Was a fruit bowl with fresh fruit available? 1

Swimming Pool/Beach:-

25 Was there a minimum of one swimming pool available for all resort hotels? 1

26 Was pool appropriately heated? 1

27 Were depth signs present? 1

28 Was pool clean and well maintained (i.e. tiling, lighting etc.)? 1

29 Was area around the pool clean and free of any debris? 1

30 Were ample loungers neatly arranged at pool and/or beach? 1

31 Were all loungers matching, clean and in good repair? 1

32 Were mattresses provided for the loungers at pool and/or beach? 1

33 Were ample side tables available at pool and/or beach? 1

Changing rooms:-

TOTAL

STANDARDS –

RECEPTION:

Gymnasium:-


PRODUCT - FITNESS

STANDARD

Tennis Courts/Squash

Courts:-

Ski resorts:-

Steam:

0%

87% 87%

0% 0%

100%

83%

71%



0%

87%

87%

0%

0%

100%

83%

71%

MEET BELOW N/A

Changing rooms:-

TOTAL

STANDARDS –

RECEPTION:

Gymnasium:-


PRODUCT - FITNESS

STANDARD


Courts:-

Ski resorts:-

Steam:

0%

87% 87%

0% 0%

100%

83%

71%

34Were ample umbrellas provided at the pool and/or beach and were they in good

repair? 1

35 Were towels available? 1

36 Was a towel service offered (resort hotels only)? 1

37 Was a separate shower provided at pool and/or beach? 1

38 Was a waiter service provided at the pool and/or beach?

39 In the case of a private beach was security present?

Tennis Courts/Squash Courts:-40 Were tennis courts clean and free of debris?

41 Was the tennis court surface well maintained and lines clearly defined?

42 Was flood lighting available?

43 Were tennis court nets in good repair?

Ski resorts:-

44 In the case of a ski resort, was a separate locker/storage room available? 1

Sauna:- 1

45 Were safety instructions clearly stated? 1

46 Was sauna appropriately heated? 1

47 Was sauna well maintained, clean and free of any debris? 1

48 Was a thermometer and egg timer present in the sauna? 1

Steam:49 Were safety instructions clearly stated? 1

50 Was steam room in good working order? 1

51 Was steam room well maintained, clean and free of any debris? 1

Changing rooms:-52 Was the décor fresh in appearance and of a high standard? 1

53 Were all tiling and floor mats in good repair? 1

54 Were changing rooms clean and free of debris? 1

55 Were changing rooms well ventilated? 1

56 Were changing rooms well lit? 1

57 Were clean towels available? 1

58 Were hotel bathrobes available? 1

59 Was the laundry basket not full? 1

60 Were lockers attractive, clean and well maintained? 1

61 Were hairdryers available and in good working order? 1

62 Were showers clean and in good working order? 1

63 Was all grouting well maintained and mold free? 1



0%

87%

87%

0%

0%

100%

83%

71%

MEET BELOW N/A

Changing rooms:-

TOTAL

STANDARDS –

RECEPTION:

Gymnasium:-


PRODUCT - FITNESS

STANDARD


Courts:-

Ski resorts:-

Steam:

0%

87% 87%

0% 0%

100%

83%

71%

64 Were shower curtains/doors/screens clean and in good condition? 1

65 Was there a shampoo/soap dispenser in the shower cubicle? 1

66 Were all mirrors clean and smear free? 1

67 Were all counters clean? 1

68 Were amenities (body lotion, deodorant etc.) available in the changing rooms? 1

69 Were toilets clean and in good working order with ample toilet paper provided? 1

FINDINGS & REMARKS:the Gym was in a very good condition (Equipment / Mirrors / Floors / Walls /

Lighting …etc. )

No Hos/ Hostess or trainer found / appeared in 45 minutes

See Photos



69 44 13 7

71%

CATEGORY: SPA TREATMENT

EMPLOYEE: Maira Hostess

DATE AND TIME: 12 noon / April 19 SCORES

100%

83%

100%

100%

100%

100%

96%

MEET BELOW N/A

STANDARDS – RESERVATIONS:1 Was guest greeted in a warm and friendly manner? 1

2Was employee polite, cordial and helpful whilst ascertaining the guest's

requirements? 1

3 Did employee clarify exact treatment required (i.e. type of massage/facial)? 1

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


interaction? 1

6Did the employee repeat and confirm details of reservation (either during or at

the end of the conversation)? 1


STANDARDS – ARRIVAL:8 Was there a designated receptionist upon arrival? 1

9 Did the employee greet the guest in a warm and friendly manner? 1

10 Did the employee use the guest's name at least once during interactions? 1

11 Did the employee point out the changing rooms? 1

12 Was a bathrobe and a towel made available? 1

13Did the employee advise the guest of the sequence of events (i.e. where to go

once changed)? 1

THE TREATMENT:14 Was beauty therapist available as per the booking time? 1

15 Was guest given adequate explanation as to procedures? 1

16 Did the therapist enquire if the guest had any skin allergies? 1

17Did the therapist ascertain if the guest had any previous injuries that she

should know about (i.e. if applicable)? 1

18 Did therapist give an explanation as to the benefits of the treatment? 1

19 Did the therapist explain which items of clothing to remove? 1

20 Did the therapist respect the guest's privacy at all times? 1

21Did the therapist ensure that the guest was comfortable before commencing

with the treatment? 1

22 Was the guest appropriately covered with towels? 1

23 Was appropriate music played? 1

24If guest initiates conversation, did beauty therapist engage in unobtrusive

conversation? 1

25 Was the treatment free of any interruptions? 1

26 Was the treatment free of noise from outside the treatment room? 1

27 Did the therapist offer skin care advice (if applicable)? 1

28 Did the treatment last for the advertised duration? 1

29Upon completion of the treatment, did the therapist ascertain the guest's

satisfaction? 1

STANDARDS –

RESERVATIONS:

THE PRODUCT –

TREATMENT

ROOM:

PAYMENT:

SPA TREATMENT

STANDARD

STANDARDS –

ARRIVAL:

THE TREATMENT:

THE EMPLOYEE:

TOTAL

100%

83%

100% 100% 100% 100%

96%

CATEGORY: SPA TREATMENT

EMPLOYEE: Maira Hostess

DATE AND TIME: 12 noon / April 19 SCORES

100%

83%

100%

100%

100%

100%

96%

MEET BELOW N/A

STANDARDS –

RESERVATIONS:

THE PRODUCT –

TREATMENT

ROOM:

PAYMENT:

SPA TREATMENT

STANDARD

STANDARDS –

ARRIVAL:

THE TREATMENT:

THE EMPLOYEE:

TOTAL

100%

83%

100% 100% 100% 100%

96%

30 If employee attempted to sell products, was this done in a discreet manner? 1

31 Was a beverage offered upon completion of the treatment? 1

THE EMPLOYEE:32 Was the employee dressed in an appropriate outfit? 1




interaction? 1



THE PRODUCT – TREATMENT ROOM:38 Were massage rooms clean and neatly arranged? 1

39 Was all appropriate equipment readily available? 1

40 Was the treatment room at a comfortable temperature? 1

41 Were all light fixtures appropriately illuminated? 1

42 Was treatment room odour free? 1

PAYMENT:43 Was the bill clearly itemized and correspond to the price list? 1

FINDINGS & REMARKS:Maira was very pleasant and friendly while touring the facility with and

explaining the various treetment / massages

All facilities were in order and very well presented



43 24 1 18

96%

CATEGORY: LHW BRANDING STANDARDS

EMPLOYEE:


100%

100%

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 roste

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:

No Directory since all data and info are already on website

PLEASE SEE ABOVE FOR MEETING & BELOW STANDARDS

RATINGS


7 5 - 2

BRANDING STANDARDS

STANDARD

Total

100%

BRANDING STANDARDS

(APPLICABLE TO

COMPANY ONLY):

100% 100%

BRANDING

STANDARDS

(APPLICABLE TO

COMPANY ONLY):

Total

Conclusion & RecommendationCounsel Recommendation

PEOPLE

Data & Findings:


PRODUCT

Data & Findings:


PROMOTION

Data & Findings:

PROFIT

Data & Findings:

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