self_audit room division

8/7/2019 Self_Audit Room Division

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HOSPITALITY Now

Hotel Name

Passed Available Percent

Location: Breakfast 0 307 0.0%

House: Health & Safety 0 275 0.0%Concept: Housekeeping Mgmt 0 318 0.0%

Segment: Reception 0 682 0.0% 0

Start Date: Room 1 0 161 0.0% 1

End Date: Room 2 0 161 0.0% 2

Auditor: Room 3 0 161 0.0% 3

Type of Audit: Room 4 0 161 0.0% 4

Room 5 0 161 0.0% 5

Previous Audit Date: 6

Previous Audit Score: Final Score: 0 2387 0.0% 7

General Manager: 8

Duty Manager: 9

Area Manager:

Last Renovation Date:

10

11

Notes: 12

Was GM on Property? AUDIT COMPARISON 13

GM involved in audit process? Current Previous Variance 14GM at Wrap Up? Breakfast 0.0% 0.0% 0.0%

Completed Breakfast with: Health & Safety 0.0% 0.0% 0.0%

Completed Reception with: 0.0% 0.0% 0.0%

Completed Housekeeping with: Reception 0.0% 0.0% 0.0%

Final Review with:

Time of breakfast: TOTAL 0.0% 0.0% 0.0%

# Breakfast Customers:

Start Time:

End Time:

TI2003v3

Hospitality Now:

Audit #:

Type of Redo:

Housekeeping (w/ Rooms)


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HOSPITALITY Now

BreakfastSub-Area: Breakfast: Steps of Service

Item # SOP Ref Type Cat Pass Standard Avail Notes N/A Plans & Actions By Whom Due DateB 1 B1101 All P Please Wait to be Seated sign is posted 5

B 2 B1101 All S Customer is greeted within 30 seconds 5

B 3 B101 All S 5

B 4 B1101 All S 5

B 5 B106 All S 5

B 6 B1101 All S 1

B 7 B1101 All S 5

B 8 B1101 All S 5

B 9 B1101 S 5

B 10 B1101/2 S 5

B 12 B1102 All S 1

B 13 B1102 S 1

B 14 B1102/4 All S 5

B 15 B1102 S 5

B 16 B1102 P 10

B 17 B1102 S 1

B 18 B1103 All S 5

0 74

The welcome to the customer is warm,friendly, prompt. Each customer isacknowledged with eye contact and asmile.

Check if prepaid on breakfast sheet andnumber for breakfast.

Team members are clean, well groomedand dressed to company standards.

Names badges to be worn.Show customers to correctly laid uptable.

Waiting team member should point outmenu. Buffet procedures explained andcustomers invited to help themselves.

Upon seating, order for tea/coffeeshould be taken immediately, this shouldbe served within 2 minutes.

NotHB

Within 2 minutes of seating order istaken for choice of white /brown toast orcroissant

NotHB

Choice of white/brown toast or croissantshould be offered, this should bedelivered within 5 minutes.

Tea is served to the table in teapots. (ofgood quality and strength for the size ofthe pot)

NotHB

Toast: warm & fresh, croissant: notmicrowaved, toast in toast rack

At all times ensure that customers haveenough tea and coffee, toast, croissantand that tables are regularly cleared.

NotHB

Trad breakfast should be served within10 mins of order being placed.

NotHB

Cooked plated / buffet items contains allspecified / requested items. Productsare presented at correct temperaturesand in line with breakfast portion specs.

NotHB

Offer appropriate accompaniments, I.e.and sauces.Team member should always check thatthe breakfast is satisfactory within 2minutes of service for traditional andcontinental.


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Sub-Area:

Ref SOP Ref Type Cat Pass Standard Avail Notes N/A Plans & Actions By Whom Due Date

B 19 B1106 HB S 10

B 20 All S 5

B 21 All S 5

B 22 B1106 All S 5

0 25

Sub-Area:

Item # SOP Ref Type Cat Pass Standard Avail Notes N/A Plans & Actions By Whom Due Date

B 23 B1002 All P 1

B 24 B1002 All P 1

B 25 B1002 All P 1

B 26 B607 All S 5

B 27 B607 All P 5

B 28 B607 All S Flooring clean, safe, free from debris. 1

B 29 B607 All P Furniture in good repair 5

B 30 B607 All S Furniture is clean. 5

B 31 B1104 P 10

B 32 B1104 All P 10

B 33 B1104 HB S 5

Breakfast: Steps of Service -Billing (non prepaid guest)

Payment on arrival process is managed

quickly & efficiently (where permitted)

B1105/6& PO77

Team member presents the customerwith a Travel Inn breakfast docket / tillgenerated bill at the checkback stagewhere no POA process

B1106 /PO79

Customer is informed of how to pay andpayment is taken. Customers shouldnot be asked to pay in reception.Change, credit card and/or VAT receiptsto be given. (Receipts for TI Biz Card willbe not show a VAT no.)

"Thank You" & "Goodbye" when passing

team members on leaving therestaurant.

Breakfast: Condition of DiningRoom / Customer Table

Music system is operating and playing atan appropriate sound level.

Lighting is at appropriate level and in

working order.Where available, air conditioning unitsand heaters are functioning at correctsettings.

Public toilets clean, stocked & checkedregularly.Public toilets in a good state of repair.The following applies: Toilet flushworks, door locks lock, loo seats notcracked or broken.

NotHB

Table mats (where in use), crockery&cutlery are clean and set accordingly.Chairs must be straight around table.

Mats (where in use), cutlery, crockeryare in good repair

Clean cutlery, either rolled in napkin orplaced on top of napkin, to left hand sideof setting


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HOSPITALITY Now

B 34 B1104 All S 5

B 35 B1104 All P 5

B 36 B1104 All P 5

B 37 B1104 All S 10

0 74

Sub-Area:


B 38 B1109 P 1

B 39 B1109 P 1

B 40 B1109 All P 1

B 41 B1109 P 1

B 42 B1109 All P 1

B 43 B1109 All S 5

B 44 B1109 All P 5

B 45 B1109 All S 5

B 46 B1109 All S 10

B 47 B1109 All P 5

B 48 B1109 All P 5

B 49 B1109 S 10

B 50 B1110 HB P 10

B 51 B1109 All P Fresh fruit: min. of 3 types - no lemons 1

B 52 B1109 All P 1

Salt & pepper, sugar bowl, milk jug,butter dishes, jam dishes clean and min.stocked level (HB will not have jam &butter on tables)

Salt & peppers, sugar bowl, milk jug,

butter dishes, jam dishes in good repair.(HB will not have jam & butter on tables)

Place mat (if in use) & breakfast menu(min is 1 per table) clean, undamaged inposition.

No vacuuming should be done in therestaurant area during breakfast service(except accidental spillage)

Breakfast: Preparation - BuffetTable Layout & Condition

NotHB

Table is covered with clean cloth. (redgingham)

HB

table

An attractive clean basket should beused to display cereals.

NotHB

Attractive display of dust free, dried orsilk flowers on table.

Wicker bin with liner is placed adjacent

to table for empty cereal packs.Cereal bowls, side plates with smallnapkins, teaspoons, juice glasses -stocked and available at all times onbuffet.

Cereal bowls, unchipped side plates,teaspoons, juice glasses in good repair.

Cereal bowls, side plates, teaspoons,juice glasses: clean

Yogurts: in large bowl - iced or in ice-well. Must be known brand / in date andavailable at all times on buffet.

Cereals: (min of 6 varieties) to include:Coco Pops, Special K, Weetabix & no-sugar Alpen.

Grapefruit segments: individual portions(Not HB) / or in chilled Pyrex bowlw/grapefruit bowls.(HB)

NotHB

Orange / Grapefruit juice: in clean EHOjugs with ice centers.

Orange / Grapefruit juice: in cleandispenser or EHO jugs with iced centersor temperatures maintained.

filled


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HOSPITALITY Now

B 53 B1109 S 10

B 54 B1110 HB S 10

B 55 B1109 HB P 1

B 56 B1003 All S 10

B 57 All S 10

0 103

Sub-Area:


B 58 B1108 HB P 5

B 59 B1108 HB S 5

B 60 B1108 HB S 5

B 61 B1102 HB P 1

B 62 B1108 HB P 5

B 63 B1109 HB S 1

B 64 B1108 HB S 1

B 65 B1108 HB P 1

B 66 B1110 HB P 1

0 25

Sub-Area:


B 67 PO93 HB S 1

NotHB

Milks: Semi-skimmed & pasteurised,labelled. In clean EHO jugs with icedcenters.

Milks: Semi-skimmed & pasteurised,labelled. In clean dispenser &

temperature maintained.3 - tier basket with butter / jam /marmalade.

Temperature of food is closelymonitored. Hot foods served hot ; coldfoods served cold.

B1102 &B1110

All products should be cooked /replenished as appropriate to demand toensure high quality product and service.

Breakfast: Kitchen Standards- Buffet & Chef Presentation

Chef or dedicated team member (whereapplicable): wearing correct, cleanuniform & name badge

Chef or dedicated team member (whereapplicable) acknowledges all customersin a friendly manner.Chef or dedicated team member (whereapplicable) informally guides customers

along the fixed buffet/ around breakfastcarts and their contents.

Fixed buffet / cartes are all set up as perCo. layout standards

Only de-shelled eggs from s/scontainers are used

Fixed buffet / cartes maintained clean &free of debris

Chafing dishes are kept closedthroughout service (cartes only)

Plate warmer switched on. Crockery isclean.

Sauces in sachets are available.(minimum brown & tomato)

Breakfast: Kitchen Standards- Buffet Chef Hot Food

Cooking

Rotary toasters - resting on solidsurface, 'Caution hot' notice displayed.


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HOSPITALITY Now

B 68 B1108 HB S 5

0 6

Total 0 307

Chef or dedicated team member (whereapplicable) will produce a steady streamof fresh toasted bread, white and brown.Fresh croissants available & on display.


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HOSPITALITY Now

Health & SafetySub-Area: Health and Safety: Standards


HS 1 P065 All P 10

HS 2 All S 50

HS 3 PO92 All S 10

HS 4 PO92 All S Safety Record File must be in place. 10

HS 5 PO92 All S 50

HS 6 P088 All S 20

HS 7 All S 20

HS 8 H&S 4N All S 20

HS 9 All P 20

All P 20

PO81 All P 10

PO65 All P 10

All P 0

PO33 All P 5

H607 All P 5

PO57 All P 5

Fixed and Portable Panic Buttons inworking order. 6 monthly check isavailable.

PO37 /PO89

Fire Log book fully complete and currentin safe with certificate

Health & Safety manuals are available.General Manager Receipt of PolicyRecord is signed by current GM.

Work Safe Board & Action Log: up todate, signed and actions recorded. GMsigns off, area managers signs qrtly inaction log & board, action log currentand up to date.

Accident book is accessible in the TravelInn & up-to-date.

H607 /P089 / FireSafety 4B

Fire doors are not to be propped openwith wedges, hooks or other equipmentsuch as extinguishers. Electronicallycontrolled fire doors exempt.(electronically controlled fire doors canbe open)

Fire corridors / stairwells & exits are keptclear at all times

PO12 / PO39 / PO 89

Above each and every fire alarm pointand intelephone booths there should be aframed fire notice (public and non public(non public may not be framed))

HS10

H608 /R608 /Fire Safety4E

Emergency lights: above all corridordoors. (Lit or red battery lightilluminated).

HS

11

CCTV Camera/Video/control panel in

operation. Tape changed daily.HS12

Disabled Alarms in full working order &tested weekly/recorded

HS13

PO 72 /H&S Sect#6

Water Temperature is within requiredlimits (44C - 61C)

HS14

Car park safe for customer use. Holeswhich could be injurious to customers orteam members are reportedimmediately, and cordoned off.

HS15

Stair strips : not trip hazard - safe , dryafter cleaning & in good repair

HS16

All bedroom windows have restrictors inplace and can be fastened


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HOSPITALITY Now

H902 All P All bedroom toilet bowls in good repair 5

H902 All P All bedroom baths & tiles in good repair 5

All P 0

All P 0

All P 0

Total 0 275

HS17

HS18

HS

19

Lift alarm is operating (where applicable)

(Research purposes only)HS20

Lift alarm is monitored externally (whereapplicable) (Research purposes only)

HS21

Lift alarm is monitored internally (whereapplicable) (Research purposes only)


9/40


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HOSPITALITY Now

H607 All S Curtains / nets (where provided) clean. 1

H607 All P 1

H1009 All P Heaters: in good repair 1

H607 All S Lifts: clean, if available 5

H607 All P 5

H1009 All S Corridor Lights : clean 1

H1009 All P Corridor Lights: in good repair. 1

P041 All P 10

H1008 All S Green & Blue cloths are kept separately 10

All S 10

P061 All P 10

H609 All P 10

H1007 All P 10

H1007 All P 10

H609 All P 10

H609 All P 10

PO94 All P 10

0 150

Sub-Area:


H609 All S Floors / walls / ceilings: clean. 5

H609 All P Floors / walls / ceilings: in good repair. 5

H609 All S Lights: clean. 5

H609 All P 5

HK20

HK21

Curtains / nets (where provided): ingood repair.

HK

22HK23

HK24

Lifts: working. All interior lighting isoperational, if available

HK25

HK26

HK27

First Aid / Body Fluids / Sharps kitsavailable Both Reception &Housekeeping departments to have afull set each in date

HK28

HK29

PO89 /PO 95

Staff has knowledge of Fire EvacuationProcedures and are followed

HK30

COSHH Travel Inn approved productsonly used

HK31

All standard notices to be neatlydisplayed inc.: COSHH products used,Cleaning procedures, Fire Procedures,HASAWA (H&S work act)

HK32

All cleaning materials should haveclosing lids & COSHH labels.

HK33

Chemicals must never be leftunattended.

HK34

Consumables: stored seperate from &above cleaning materials

HK35

Linen Room doors left locked whenunattended

HK36

Master / Sub-Master keys:secure,sufficient supply, signed for.

Cleaning Procedures - LinenRoom Standards

HK37

HK38

HK39

HK40

Lights: all in working order/covered withdiffusers


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HOSPITALITY Now

H609 All S Equipment: clean. 1

H609 All P Equipment: in working order 5

H609 All S Sinks/area: clean and uncluttered. 1

H609 All P Sinks/area: in good repair. 1

H609 All P 5

H609 All S 1

H607 All S 10

H901 All P 20

H609 All S Cots are clean & safe, stored safely. 5

H901 All P 5

0 74

Sub-Area:


H1007 All P 5

H1007 All S 1

H1007 All P 1

H1007 All P 1

H1007 All P Clean items: stored separate from dirty 10

H902 All P 10

0 28

Sub-Area:


H901 All S 5

H901 All P Door wedges in use 5

HK41

HK42

HK

43HK44

HK45

Dirty linen: bagged & kept separate fromclean

HK46

Team Member's coats & bags: storedneatly

HK47

wallcharts up to date & actioned. (Retain3 monthly charts & 4 weeks of weeklycharts)

HK48

Brand agreed Contract Cleaner visitsare up to date and logged. (Retain most

recent completion certificate (&/or ifavailable forthcoming notification).

HK49

HK50

Duvets: cleaned and up to date andlogged

Housekeeping TrolleyStandard Checklist

HK51

Trolleys: well stocked, clean and tidy toCo. standards

HK52

Trolleys: not left in position causingobstruction

HK53

Consumables: all stored in washablecontainers

HK54

wrappings. (when removed from linenrooms)

HK55

HK

56

Clean / Dirty Linen: not used to buff

bath, etc.

Bedroom: Servicing &maintaining bedrooms to Co.

standard

HK57

Correct knocking & entering procedureis used

HK58


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HOSPITALITY Now

H901 All P 5

H901 All P Linen is all removed to designated place 5

H901 All P 10

H902 All P 10

H901 All P 10

0 50

Total 0 318

HK59

TVs: off whilst rooms are serviced (radioon low OK)

HK60

HK

61

Detanning & descaling: done in linen

room

HK62

Bedroom glasses: washed in the linenroom sink or using alternative processwhere agreed

HK63

bathroom sink. Washed in linen roomsink or using alternative process whereagreed.


13/40

HOSPITALITY Now

ReceptionSub-Area: Reception Standards


R 1 R603 All S 5

R 2 R603/5 All S 5

R 3 All S 5

R 4 R603 All P Car park: All lights operating. 5

R 5 R602 All S All exterior signage is clean. 5

R 6 R602 All F 0

R 7 R602 All P Disclaimer to be visible in car park. 1

R 8 R606 All P 10

0 36

Sub-Area:


R 9 R602 All P Signage: clean. 5

R 10 R602 All P 5

R 11 R602 All P Lighting: clean. 5

R 12 R602 All P Lighting: all lights working. 5

R 13 R606 All S Windows: clean & smear-free. 5

R 14 R604 All P Windows: in good condition 5

R 15 R606 All S Floors, Walls, Ceilings: clean 5

R 16 R604 All P Floors, Walls, Ceilings: in good repair 5

0 40

Sub-Area:


R 17 R607 All S 1

R 18 R607 All S Walls, doors, ceiling, windows clean. 5

R 19 R607 All P 5

R 20 R607 All S Flooring: clean, safe, & free from debris. 5

Grounds and carpark are free of litterand debris.

Grounds are attractive and checkedregularly. Grass areas are to be cut.Borders to be free of weeds.

PO33,R601,R606

Bin(s) is provided, emptied regularly andclean. Ashbin / metal bin suitable forcigarettes by entrance.

All exterior signage is attractive and ingood repair. Illuminated as appropriate.

Tariff boxes are present, in good repairand showing current price (where avail)and illuminated.

Reception Standards -Entrance Foyer

Signage / posters: framed and in goodrepair.

Reception Standards -Customer Area / Main Lobby

Plant and floral displays are attractiveand well maintained. If fresh, to bedisplayed in a vase.

Walls, doors, ceiling, windowsmaintained and in good repair.


14/40

HOSPITALITY Now

R 21 R607 All P Flooring: maintained and in good repair. 5

R 22 R606 All S Area lighting: clean. 5

R 23 R607 All P Area lighting: well lit & in working order. 5

R 24 R607 All S Curtains: clean and hanging correctly. 5

R 25 R606 All P Curtains: in good condition. 5

R 26 R607 All S Display boards are clean. 5

R 27 R606 All P 5

R 28 R607 All S Furniture: clean, 1

R 29 R607 All P Furniture: appropriate & in good repair 5

R 30 R606 All S 1

R 31 R607 All P Ashbin: in good repair. 1

R 32 R607 All P 5

R 33 R203 All P 50

R 34 PO21 All P 10

R 35 All P 0

R 36 All P 5

R 37 R607 All P 10

0 139

Sub-Area:


R 38 R106 All S 5

R 39 R105 All S 5

0 10

Sub-Area:


R 40 R506 All S 50

R 41 All P 10

R 42 P040 All S 5

Posters up to date and in goodcondition. Inc: map guide, currentmarketing, facilities info.

cigarettes in main Reception/lobbyand/or Foyer area. Clean inside andout.

No hand written notices on display, otherprofessionally printed notices to beframed.

reception desk inc. Statutoryinformation.

100% Posters are evident in reception(1), and corridor area (1 per floor)

R607 /PO17

are full of assort. current localinformation.

R607 /

PO17

TI National guides only to be displayed

in TI guide rack. Kept fully stocked.Current tariff / breakfast menu / diningmenu / displayed.

Team Member Presentation:Reception / Office

Team Members: clean, presseduniforms, name badges & smart/wellgroomed

Eating/ drinking/ smoking/ chewing-gum:in designated areas. Out of customerview.

Reception Standards -Reception/Office

day.

PO11 /R607

Front desk emergency notice is clearlyvisible - unobstructed.

The door to the front of reception mustbe kept locked at all times.


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HOSPITALITY Now

R 43 R506 All P 1

R 44 R614 All S 5

R 45 R410 All P 5

R 46 All S 10

R 47 R614 All P 10

R 48 R614 All P 5

R 49 PO68 All P 5

R 50 PO68 All P 10

R 51 All P 5R 52 R505 All P Diary to be available 2

R 53 All P 1

R 54 All P 5

R 55 PO90 All P 50

R 56 All P 20

R 57 All S 20

R 58 All P 20

R 59 PO05 All P 1

Music is on an easy listening channeland at a reasonable level until 23:00.

Reception, desk and offices are alwayswell organized, clean and tidy.Entries made into Cristol log Book are

entered onto the system on the sameday, or the following morning for nightentries. All letters are logged on receipt.Reference number is logged.

PO24 /R407

Invocation refunds; a copy of the Cristolreport & refund evidence, should be filedunder Business done for that day, orretained in an invocations file.

Compliancy statements signed by allteam members who use BART andavailable.Travel Inn Operations Reference

Manuals available to include:Current Brand Standards Manual, CCTVData Protection Act, 100% GTD TrainingPack, Never Say No video.

dateAll contingency reports: available & inuse to include rooms availability list, in-house guest list, room breakdown &arrivals list.

PO06 /S&L

ref#9

Lost & Found forms completed to incl:Found Property Register, Receipt and

Indemnity Forms. Records available.

R508 /R505 /PO04

Shift Checklists in use and available (3days worth to be audited)

H&SAppn#5/PO62

Maintenance logs (2): completed,current and available. 1 for in-housemaintenance (Can be Corp log form orentered on BART) & 1 contractors log.

Brand Audit: Self Audit Completedquarterly with action plan.

Key log/S&Lsect#2 /PO02

Key Log book (lost/missing keys): Keysecurity policy followed. Logscompleted for; Bedroom Key NotReturned. (n/a for Vingcard)

Keysecurity#2

All hard keys not in use must be placedin lockable drawer or cupboard. (n/a forVingcard)

S&Lsect1.3 /PO44 /PO45

Reg Documents completed in full as perpolicy.

Complete list of emergency tel. numbers

is available as per policy.


16/40

HOSPITALITY Now

R 60 R607 All P 1

R 61 R614 All P 5

R 62 PO29 All P 5

R 63 R607 All P 1

R 64 R614 All P Fax machine is in full working order 5

R 65 R614 All P 5

R 66 PO87 All S 10

R 67 P015 All P Entry door buzzer & pager operational. 10

R 68 P015 All P 10

R 69 All P 10

R 70 P041 All P 10

R 71 All P 10

R 72 PO94 All P 10

0 332

Sub-Area:


R 73 All S Telephone answered within 5 rings. 5

R 74 R503 All S 5

R 75 All P 5

R 76 R504 All P 10

R 77 All S 5

R 78 All S 5

Travel Packs available & signagedisplayedFunctional hairdryers, irons w/ boards:Par is: Hairdryer = 10% & Irons/Boards= 5% of room count. Log book current.

Kept behind reception.Spare stock of linens & consumablesavailable and kept behind reception.

Tel. Directories are available fromreception, in date and in good condition.

Manual credit card swipe machine &slips, available & working

Left Luggage: Policy followed as perstandard.

Door Release Button - Operational(Signage Clear/Good Condition)

PO96 /PO65

Awkward Customer button available &operational.

First Aid / Body Fluids / Sharps kitsavailable in Reception, stocked and indate.

PO89 /PO95

Fire procedures: staffed knolwedgableof.Master Key Log Book - completed.Master & sub- master keys arecontrolled and maintained according to

standard.(hard key & Vingcard)

Reception Standards - RoomBookings / Phone Procedures

R503/H503/B501

Greetings: friendly / professional & incl.Travel Inn location, name &receptionist's name

PO91 /BARTmanual

Deposits: full payment taken as per Co.standard & processed daily.

Reservation: Taken per companystandards as per SOP reference

PO48 /R504

Cancellation Policy is explained - 'Youneed to cancel by 4pm'

PO48 /R504

Cancellation Policy is explained - 'If youdo not cancel you WILL be charged'


17/40

HOSPITALITY Now

R 79 All S 0

R 80 R504 All S 10

R 81 R504 All S 5

R 82 R504 All S 5

R 83 P043 All P 10

R 84 R504 All P 5

R 85 PO48 All P 0

R 86 PO83 All S 0

0 70

Sub-Area:


R 87 All S 5

R 88 R607 All S 5

R 89 R201 All S 5

R 90 R507 All S 5

R 91 All P 10

R 92 All P Single lady policy as per standard. 10

R 93 P014 All S 5

0 45

Sub-Area: Steps of Service - Sales

Item # SOP Ref Type Pass Standard Avail Notes N/A Plans & Actions By Whom Due Date

BusAcctbrief /R507

Business Account customer - 'Card notpresent' process is known & followed.

Key elements of reservation are read

back to the caller as listed in standard.Once taken, the caller's name is usedduring the call

Calls are ended with: "Thank you" &'look forward to seeing you at (location)Travel Inn".

Group Booking: Knowledge of policy.Policy is followed as listed on rear ofcontract. Standard corp group termsand conditions are in use.

Min. of one alternative offered fromBART cross-sell function.

Late Cancellation & Non-Arrivalprocedures followed per standard (thecharging procedure, log book in use)

Out-booking policy & procedure(knowledge of & followed)

Steps of Service - TheWelcome & Check In

R101 /R102

The welcome to the customer is warm,friendly, prompt and informative. Allcustomers acknowledged in a friendlymanner.

Is Business Account Point Of Saledisplayed.

Benefits of the business account cardand the application process can beexplained to the customerCustomer informed of prepay system.Encouraged to prepay breakfast for

convenience. (Where process ispermitted only)

R507 /PO21

Customers: checked in as per Co.Standards (incl 100% GTD INFO.)

R507 /PO49

Message Policy / Phone Messages:followed as per standard.


18/40

HOSPITALITY Now

R 94 R504 All P 5

R 95 PO91 All P 5

0 10

Total 0 682

Customer history is updated fromregistration documents

3 day and 7 day provisional checks arecarried out per standard.


19/40

HOSPITALITY Now

Room 1

Sub-Area:


RO 1 H901 All S 2

RO 2 H901 All P 1

RO 3 H901 All S 2

RO 4 H901 All P 1

RO 5 H901 All S All furniture: clean. 2

RO 6 H901 All P All furniture: in good repair. 1RO 7 H901 All S Walls, ceilings, vents: clean 2

RO 8 H901 All P Walls, ceilings, vents: in good repair. 1

RO 9 H901 All S Skirting boards: clean. 2

RO 10 H901 All P Skirting boards: in good repair. 1

RO 11 H901 All S Mirrors: clean. 2

RO 12 H901 All P Mirrors: in good repair. 1

RO 13 H901 All S Windows: clean; inside and out 2

RO 14 H901 All F Windows: in good repair. 0

RO 15 H901 All S Floors / Carpet: clean & vacuumed. 2

RO 16 H901 All P Floors / Carpet: in good repair. 1

RO 17 H901 All S Curtains: clean. 2

RO 18 H901 All P Curtains: in good repair. 1

RO 19 H901 All S Nets: clean. 2

RO 20 H901 All P Nets: in good repair. 1

RO 21 H901 All S Lights fixtures, bulbs & shades: clean 2

RO 22 H901 All P 1

RO 23 H901 All P 0

RO 24 H901 All S Heater / ventilation: clean. 2

RO 25 H901 All P 1

RO 26 H901 All S Bed linens: clean. 4

RO 27 H901 All P Bed linens: in good repair / presentable. 2

RO 28 H901 All S Mattress: clean. 2

RO 29 H901 All P 1

RO 30 H901 All S 1

Customer Room - BedroomArea

Doors, frames, locks & door stops :clean

Doors, frames, locks & door stops : ingood repair

All surfaces, ledges, frames, etc.: cleanand free of dust.

All surfaces, ledges, frames, etc.: ingood repair.

Lights fixtures, bulbs & shades: all

operating ; in good repair.installed

operational.

Mattress: cover undamaged & turnedquarterly & good repair

Bottom sheet: made up using hospitalcorners


20/40

HOSPITALITY Now

RO 31 H901 All S Pillow cases: tucked in, hiding labels 1

RO 32 H901 All P All pillows: in good repair/ retain shape. 1

RO 33 H901 All S Duvet: clean 2

RO 34 H901 All P Duvet: smoothed out & in good repair 1

RO 35 H901 All S 2

RO 36 H901 All P 1

RO 37 H901 All S 1

RO 38 H901 All S Drinks unit, crockery & cutlery: clean. 2

RO 39 H901 All P 1

RO 40 H1009 All P 1

RO 41 H1009 All S 1

RO 42 H901 All P Bible: good condition. 1

RO 43 H901 All P 1

RO 44 H806 All S 1

RO 45 H901 All S 2

RO 46 H901 All P Sofa beds: in good repair 1

0 65

Sub-Area: Bedroom: POS / Notices


RO 47 H901 All S Do not disturb sign: present & clean. 2

RO 48 H901 All P Do not disturb sign: in good repair. 1

RO 49 H901 All P 1

RO 50 H806 All P 1

RO 51 H901 All S 2

RO 52 H901 All P Welcome pack: in good repair. 1

RO 53 H901 All P 1

RO 54 H901 All S 2

RO 55 H901 All P Fire notice on back of door 2

0 13

Bin: clean (in & out) with new liner(tightened)Kettles, mugs, teaspoons &Consumables: stocked as appropriatefor room type

Kettles: descaled. Left plugged in butturned off

Drinks unit, crockery & cutlery: in goodrepair.

TV: tuned to 5 channels (if available) & 2

radio stationsTV: Operating, switched off, remote ontop of TV

All wires & plugs are secure & nothangingAll items including: desktop items, bedlinens and crockery, etc. positionedaccording to standards

Sofa beds: clean, set up for roomoccupancy

Coathangers: 6 same, good repair, backsame way. (Min 6, Max 8)

Smoke detector tent card available, perstandards.

Welcome pack: clean & includes correctitems.

Breakfast menu, good condition, onbedside table furthestaway from the door.

Ashtray/NS card: clean / undamaged /right of welcome pack


21/40

HOSPITALITY Now

Sub-Area:


RO 56 H902 All S 2

RO 57 H902 All P 1

RO 58 H902 All S 2

RO 59 H902 All P 1

RO 60 H902 All S Lights / fan: clean. 2

RO 61 H902 All P Lights / fan: operational & good repair. 1

RO 62 H902 All S Walls, ceilings: clean 2

RO 63 H902 All P Walls, ceilings: in good repair. 1RO 64 H902 All S Floors: clean 2

RO 65 H902 All P Floors: in good repair 1



RO 68 H902 All S Towel rail is clean 2

RO 69 H902 All P Towels: free of holes and stains. 4



RO 72 H902 All S Sink & tap: clean & buffed. 2

RO 73 H902 All P Taps - working properly 1

RO 74 H902 All F Sink: in good repair. 0

RO 75 H902 All S Glasses: (2) clean. 2

RO 76 H902 All P Glasses: (2) unchipped. 2

RO 77 H902 All P 1

RO 78 H902 All S Bin is clean inside & out 2

RO 79 H902 All P 1

RO 80 H902 All S 4

RO 81 H902 All P Toilet Seat: in good repair. 1

RO 82 H902 All S Behind toilet cistern: clean 2

RO 83 H902 All S 2

RO 84 H902 All P Toilet brush: in good repair. 1

RO 85 H902 All P 1

RO 86 H902 All P Sanitary bags: (3) available. 1

Customer Room - BathroomArea

Doors, frames, locks & door stops :

cleanDoors, frames, locks & door stops : ingood repair

Vanity surfaces, ledges, frames, etc.:clean and free of dust.

Vanity surfaces, ledges, frames, etc.: ingood repair.

New soaps: 1 on glass, rest on towels inwardrobe; logo up

Bin mechanism working, & liner replaced

tightToilet: clean, with toilet cleaner flushedaway

Toilet brush: clean, no water at bottomof holder.

Toilet rolls (2): replaced as nec. ( left),end folded - V


22/40


23/40

HOSPITALITY Now

Room 2

Sub-Area:


RO 1 H901 All S 2

RO 2 H901 All P 1

RO 3 H901 All S 2

RO 4 H901 All P 1

















RO 22 H901 All P 1

RO 23 H901 All P 0


RO 25 H901 All P 1




RO 29 H901 All P 1

RO 30 H901 All S 1








operational.




24/40

HOSPITALITY Now





RO 35 H901 All S 2

RO 36 H901 All P 1

RO 37 H901 All S 1


RO 39 H901 All P 1

RO 40 H1009 All P 1

RO 41 H1009 All S 1


RO 43 H901 All P 1

RO 44 H806 All S 1

RO 45 H901 All S 2


0 65





RO 49 H901 All P 1

RO 50 H806 All P 1

RO 51 H901 All S 2


RO 53 H901 All P 1

RO 54 H901 All S 2


0 13









Smoke detector tent card available, per

standards.Welcome pack: clean & includes correctitems.




25/40


26/40

HOSPITALITY Now

RO 87 H902 All S Bath-tub, bath tiles: clean & buffed. 4

RO 88 H902 All S Showerheads & tap: clean. 4

RO 89 H902 All P Showerheads & tap: in good repair. 1

RO 90 H902 All S Mixer tap set to bath and not shower 0

RO 91 H902 All S 2

RO 92 H902 All P Shower curtain: in good repair 1

RO 93 H902 All S Shower curtain rod: clean 2

RO 94 H902 All S 2

RO 95 H902 All P Grouting: clean & white. 2

RO 96 H902 All F Grouting: in good repair. 0

RO 97 H902 All P Mastic (to be mould free) 1

RO 98 H902 All S 2

RO 99 H902 All S 4

RO 100 H902 All P 1

RO 101 H806 All S 1

0 77

Sub-Area: Bathroom: POS / Notices


RO 102 H806 All P Going for Green notice 1

RO 103 H806 All P Hot water stickers (2) 2

RO 104 H902 All P Ashtray (1) if smoking room 1

RO 105 H806 All P Bath mat notice, if available ? 2

0 6

Sub-Area:


RO 106 PO72 All S Water Temperature 0

Total 0 161

Shower curtain: clean & pulled 1/2 wayacross.

Chrome - all surfaces: clean & buffed.(i.e. taps, etc)

Towels: clean / correct count / on correctshelves. Floor mat: clean, dry, foldedo/bath side.

Rubber mat: clean. (n/a if hand rail is inuse)

Rubber mat: in good repair. (n/a if handrail is in use) ?

All bathroom items positioned accordingto standard

Temperatures


27/40

HOSPITALITY Now

Room 3

Sub-Area:


RO 1 H901 All S 2

RO 2 H901 All P 1

RO 3 H901 All S 2

RO 4 H901 All P 1

















RO 22 H901 All P 1

RO 23 H901 All P 0


RO 25 H901 All P 1




RO 29 H901 All P 1

RO 30 H901 All S 1








operational.




28/40

HOSPITALITY Now





RO 35 H901 All S 2

RO 36 H901 All P 1

RO 37 H901 All S 1


RO 39 H901 All P 1

RO 40 H1009 All P 1

RO 41 H1009 All S 1


RO 43 H901 All P 1

RO 44 H806 All S 1

RO 45 H901 All S 2


0 65





RO 49 H901 All P 1

RO 50 H806 All P 1

RO 51 H901 All S 2


RO 53 H901 All P 1

RO 54 H901 All S 2


0 13














29/40

HOSPITALITY Now

Sub-Area:


RO 56 H902 All S 2

RO 57 H902 All P 1

RO 58 H902 All S 2

RO 59 H902 All P 1




RO 63 H902 All P Walls, ceilings: in good repair. 1

RO 64 H902 All S Floors: clean 2













RO 77 H902 All P 1


RO 79 H902 All P 1

RO 80 H902 All S 4



RO 83 H902 All S 2


RO 85 H902 All P 1













30/40

HOSPITALITY Now





RO 91 H902 All S 2



RO 94 H902 All S 2




RO 98 H902 All S 2

RO 99 H902 All S 4

RO 100 H902 All P 1

RO 101 H806 All S 1

0 77







0 6

Sub-Area:



Total 0 161







Temperatures


31/40

HOSPITALITY Now

Room 4

Sub-Area:


RO 1 H901 All S 2

RO 2 H901 All P 1

RO 3 H901 All S 2

RO 4 H901 All P 1

















RO 22 H901 All P 1RO 23 H901 All P 0


RO 25 H901 All P 1




RO 29 H901 All P 1

RO 30 H901 All S 1








operational.




32/40

HOSPITALITY Now





RO 35 H901 All S 2

RO 36 H901 All P 1

RO 37 H901 All S 1


RO 39 H901 All P 1

RO 40 H1009 All P 1

RO 41 H1009 All S 1


RO 43 H901 All P 1

RO 44 H806 All S 1

RO 45 H901 All S 2

RO 46 H901 All P Sofa beds: in good repair 10 65





RO 49 H901 All P 1

RO 50 H806 All P 1

RO 51 H901 All S 2


RO 53 H901 All P 1

RO 54 H901 All S 2


0 13














33/40

HOSPITALITY Now

Sub-Area:


RO 56 H902 All S 2

RO 57 H902 All P 1

RO 58 H902 All S 2

RO 59 H902 All P 1


















RO 77 H902 All P 1


RO 79 H902 All P 1

RO 80 H902 All S 4



RO 83 H902 All S 2


RO 85 H902 All P 1













34/40

HOSPITALITY Now





RO 91 H902 All S 2



RO 94 H902 All S 2




RO 98 H902 All S 2

RO 99 H902 All S 4

RO 100 H902 All P 1

RO 101 H806 All S 1

0 77







0 6

Sub-Area:



Total 0 161







Temperatures


35/40


36/40

HOSPITALITY Now





RO 35 H901 All S 2

RO 36 H901 All P 1

RO 37 H901 All S 1


RO 39 H901 All P 1

RO 40 H1009 All P 1

RO 41 H1009 All S 1


RO 43 H901 All P 1

RO 44 H806 All S 1

RO 45 H901 All S 2

RO 46 H901 All P Sofa beds: in good repair 10 65





RO 49 H901 All P 1

RO 50 H806 All P 1

RO 51 H901 All S 2


RO 53 H901 All P 1

RO 54 H901 All S 2


0 13














37/40

HOSPITALITY Now

Sub-Area:


RO 56 H902 All S 2

RO 57 H902 All P 1

RO 58 H902 All S 2

RO 59 H902 All P 1


















RO 77 H902 All P 1


RO 79 H902 All P 1

RO 80 H902 All S 4



RO 83 H902 All S 2


RO 85 H902 All P 1








Bin mechanism working, & liner replacedtight

Toilet: clean, with toilet cleaner flushedaway




38/40

HOSPITALITY Now





RO 91 H902 All S 2



RO 94 H902 All S 2




RO 98 H902 All S 2

RO 99 H902 All S 4

RO 100 H902 All P 1

RO 101 H806 All S 1

0 77







0 6

Sub-Area:



Total 0 161







Temperatures


39/40

HOSPITALITY Now

SELF AUDIT ACTION PLAN TEMPLATE

Ref Standard Plans & Actions By Whom Due Date Status

E.g.B1 Please wait to be seate Contact writer to professionally create a 'please wait to be seated' blacAndrew 27JanO320 Jan - ordered

sign is posted Takes one week

SELF AUDIT ACTION PLAN TEMPLATE


40/40

HOSPITALITY Now

Ref Standard Plans & Actions By Whom Due Date Status