2016 Quality Assurance Criteria
2016 Quality Assurance Criteria Passing Score = 82% Properties will be notified of upcoming QA by 10am the day before the evaluation. No rescheduling accomodations will be made.
Critical items are noted in RED. The failure of these items will have the biggest impact on your overall score.
REVIEWPRO/GUEST SATISFACTION Overall Satisfaction (benchmark: 4.2) Overall Online Reputation Score (benchmark 78%) Customer Care - Received less than three escalated tickets (level 3) within past 6 months
CLEANLINESS & CONDITION
Overall review of cleanliness & condition to include three to five guest rooms selected by auditor, public space, back of the house areas, exterior, leased spaces and all other areas at the property Evidence of a previous guest found in any guest room is a critical item Guest room cleanliness trend (same item dirty in 3+ rooms) is a critical item
BRAND STANDARDS Guestroom/Bathroom Standards Non-smoking sign is present on exterior side of guest room door Door is self-closing and latching All patio doors have both primary lock and secondary lock engaged Security latch and peep hole are provided in each door (chain lock prohibited) Full-length framed mirror provided in each guest room Ergonomic desk chair equipped with wheels and arms at each desk Guest directory prominently displayed HSIA instructions card displayed at each desk Do Not Disturb signage with logo
Four suit hangers and four pant hangers with open hook One logo'd laundry bag, hung from pant hanger One laundry slip, hung from pant hanger Iron with steam and auto shutoff provided (must be closet hung) Full size ironing board provided (must be closet hung) One logo'd notepad and pen Drinking glasses/plastic wrapped cups Visitor guide or travel magazine provided Ice bucket with disposable liner Wastebasket with liner Professionally designed room service menu (if applicable) Television channel listing (printed or electronic) Decorative facial tissue box or inset in vanity RL approved shampoo RL approved lotion RL Approved Bath Gel RL Approved Hair Conditioner RL approved soap (2 bars) Bath linens (3 sets for King, 4 sets for QQ) Two rolls of toilet tissue Night light located in bathroom Framed vanity mirror Flat Screen TVs in all guest rooms Bedding Program Compliant Access to Electrical Outlets HD Cable Service in place General Facility Standards Dumpster and all waste bins screened from guest view No Permanent Construction Boxes are on site All house phones ring to PBX Signage posted inside and outside on automatic locking exterior doors Business Station in lobby One Business Station per 100 rooms Guest Laundry -Minimum Hours 6AM to 9PM Pool gates are self-closing and latching Telephone at pool auto-dials to PBX attendant Clock located at pool Pool rules and no diving symbol posted in pool area Pool hours of operation posted in pool area Pool depth posted at top and edge of pool Fitness rules posted in fitness facility Fitness hours of operation posted on fitness room door Electronic key access required to access fitness room Commercial quality bicycle(s) provided in fitness facility Commercial quality treadmill(s) provided in fitness facility
Commercial quality elliptical trainer(s) provided in fitness facility Wall mounted flat screen TV in fitness facility Telephone in fitness room auto-dials to PBX attendant Clock located in fitness room Water fountain, water cooler or bottled water available in fitness room Centrally located reader board for catering/meeting events Individual room signs for each function room displaying event Wifi Speed in 5 guestrooms, public space - less than 1 Mbps in any area loses points Wireless Internet Operational Guest Amenity(s) Out of Order All doors are locked and key card controlled (except main entrance) Signage not illuminated/damaged Food & Beverage Standards Evaluator greeted within 60 seconds when entering dining room Evaluator thanked for business in dining area Hours of Operation professionally posted Menu up to date/clean Room Service - Phone answered within 3 rings Room Service - Accurate wait time quoted at time of order Room Service tray presentation appropriate upon delivery Room Service tray in good condition Room Service Tray Removal process in place All food covered unless in "cooling" stage Date and label system in place Sanitation buckets are mixed with proper ratio Food temps ok in all zones Dishwasher final rinse tempurature reaches 180 degrees or sanitation is used Temperature logs current and thermometer present Walk-in and reach-in cooler and freezer temps meet requirement Service/Operational Standards Evaluator recongized appropriately as Hello Rewards member Evaluator greeted within 60 second of arriving at front desk Check in time correct - 3pm Check out time correct - 12pm Hello Rewards - Current collateral in place Hello Rewards - Kind Bar displayed and given appropriately Hello Rewards - Agent observed using lookup function correctly Hello Rewards -Agent observed handling voucher correctly Hello Rewards - branded bottle water in all guest rooms Hello Rewards - Key Card being utlized for members Breakfast Program Compliant Required Brand Collateral in Place All Associates well-groomed, in uniform with nametag
Desk Area Clutter Free per Standards One Luggage Cart per 50 rooms MOD Sign accurate at time of check in All TVs are tuned to news or sports channel Complimentary daily newspaper in lobby Property Represented at previous year Brand Convention Guest request executed within 15 minutes of call Guest request callback executed On hold messaging working and up to date Redlion.com email address being used for guest communication Annual Service Training conducted ReviewPro Tracking visible to all employees & current All management and front office associates registered in RL Training Center Hello Rewards Compliant Branding Violation(s)
Critical items are noted in RED. The failure of these items will have the biggest impact on your overall score.
REVIEWPRO/GUEST SATISFACTION Overall Satisfaction (benchmark: 4.2) Overall Online Reputation Score (benchmark 78%) Customer Care - Received less than three escalated tickets (level 3) within past 6 months
CLEANLINESS & CONDITION
Overall review of cleanliness & condition to include three to five guest rooms selected by auditor, public space, back of the house areas, exterior, leased spaces and all other areas at the property Evidence of a previous guest found in any guest room is a critical item Guest room cleanliness trend (same item dirty in 3+ rooms) is a critical item
BRAND STANDARDS Guestroom/Bathroom Standards Non-smoking sign is present on exterior side of guest room door Door is self-closing and latching All patio doors have both primary lock and secondary lock engaged Security latch and peep hole are provided in each door (chain lock prohibited) Full-length framed mirror provided in each guest room Ergonomic desk chair equipped with wheels and arms at each desk Guest directory prominently displayed HSIA instructions card displayed at each desk Do Not Disturb signage with logo
Four suit hangers and four pant hangers with open hook One logo'd laundry bag, hung from pant hanger One laundry slip, hung from pant hanger Iron with steam and auto shutoff provided (must be closet hung) Full size ironing board provided (must be closet hung) One logo'd notepad and pen Drinking glasses/plastic wrapped cups Visitor guide or travel magazine provided Ice bucket with disposable liner Wastebasket with liner Professionally designed room service menu (if applicable) Television channel listing (printed or electronic) Decorative facial tissue box or inset in vanity RL approved shampoo RL approved lotion RL Approved Bath Gel RL Approved Hair Conditioner RL approved soap (2 bars) Bath linens (3 sets for King, 4 sets for QQ) Two rolls of toilet tissue Night light located in bathroom Framed vanity mirror Flat Screen TVs in all guest rooms Bedding Program Compliant Access to Electrical Outlets HD Cable Service in place General Facility Standards Dumpster and all waste bins screened from guest view No Permanent Construction Boxes are on site All house phones ring to PBX Signage posted inside and outside on automatic locking exterior doors Business Station in lobby One Business Station per 100 rooms Guest Laundry -Minimum Hours 6AM to 9PM Pool gates are self-closing and latching Telephone at pool auto-dials to PBX attendant Clock located at pool Pool rules and no diving symbol posted in pool area Pool hours of operation posted in pool area Pool depth posted at top and edge of pool Fitness rules posted in fitness facility Fitness hours of operation posted on fitness room door Electronic key access required to access fitness room Commercial quality bicycle(s) provided in fitness facility Commercial quality treadmill(s) provided in fitness facility
Commercial quality elliptical trainer(s) provided in fitness facility Wall mounted flat screen TV in fitness facility Telephone in fitness room auto-dials to PBX attendant Clock located in fitness room Water fountain, water cooler or bottled water available in fitness room Centrally located reader board for catering/meeting events Individual room signs for each function room displaying event Wifi Speed in 5 guestrooms, public space - less than 1 Mbps in any area loses points Wireless Internet Operational Guest Amenity(s) Out of Order All doors are locked and key card controlled (except main entrance) Signage not illuminated/damaged Food & Beverage Standards Evaluator greeted within 60 seconds when entering dining room Evaluator thanked for business in dining area Hours of Operation professionally posted Menu up to date/clean Room Service - Phone answered within 3 rings Room Service - Accurate wait time quoted at time of order Room Service tray presentation appropriate upon delivery Room Service tray in good condition Room Service Tray Removal process in place All food covered unless in "cooling" stage Date and label system in place Sanitation buckets are mixed with proper ratio Food temps ok in all zones Dishwasher final rinse tempurature reaches 180 degrees or sanitation is used Temperature logs current and thermometer present Walk-in and reach-in cooler and freezer temps meet requirement Service/Operational Standards Evaluator recongized appropriately as Hello Rewards member Evaluator greeted within 60 second of arriving at front desk Check in time correct - 3pm Check out time correct - 12pm Hello Rewards - Current collateral in place Hello Rewards - Kind Bar displayed and given appropriately Hello Rewards - Agent observed using lookup function correctly Hello Rewards -Agent observed handling voucher correctly Hello Rewards - branded bottle water in all guest rooms Hello Rewards - Key Card being utlized for members Breakfast Program Compliant Required Brand Collateral in Place All Associates well-groomed, in uniform with nametag
Desk Area Clutter Free per Standards One Luggage Cart per 50 rooms MOD Sign accurate at time of check in All TVs are tuned to news or sports channel Complimentary daily newspaper in lobby Property Represented at previous year Brand Convention Guest request executed within 15 minutes of call Guest request callback executed On hold messaging working and up to date Redlion.com email address being used for guest communication Annual Service Training conducted ReviewPro Tracking visible to all employees & current All management and front office associates registered in RL Training Center Hello Rewards Compliant Branding Violation(s)
