Spreadsheet: 161192d1339440281-copy-selected-cells-to-new-sheet-self_audit
Sheet: Reception

Reception
 |  |  |  |  | Sub-Area: | Reception Standards
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 1 | R603 | All | S |  | Grounds and carpark are free of litter and debris. | 5 |  |  | 82
 | R 2 | R603/5 | All | S |  | Grounds are attractive and checked regularly.  [NAME] areas are to be cut.  Borders to be free of weeds. | 5 |  |  | 83
 | R 3 | PO33, R601, R606 | All | S |  | Bin(s) is provided, emptied regularly and clean.  Ashbin / metal [NAME] suitable for cigarettes by entrance. | 5 |  |  | 84
 | R 4 | R603 | All | P |  | Car park: All lights operating. | 5 |  |  | 85
 | R 5 | R602 | All | S |  | All exterior signage is clean. | 5 |  |  | 531
 | R 6 | R602 | All | F |  | All exterior signage is attractive and in good repair.  Illuminated as appropriate. | 0 |  |  | 532
 | R 7 | R602 | All | P |  | Disclaimer to be visible in car park. | 1 |  |  | 86
 | R 8 | R606 | All | P |  | Tariff boxes are present, in good repair and showing current price (where avail)  and illuminated. | 10 |  |  | 91
 |  |  |  |  | 0 |  | 36
 |  |  |  |  | Sub-Area: | Reception Standards - Entrance Foyer
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 9 | R602 | All | P |  | Signage: clean. | 5 |  |  | 77
 | R 10 | R602 | All | P |  | Signage / posters: framed and in good repair. | 5 |  |  | 78
 | R 11 | R602 | All | P |  | Lighting: clean. | 5 |  |  | 79
 | R 12 | R602 | All | P |  | Lighting: all lights working. | 5 |  |  | 80
 | R 13 | R606 | All | S |  | Windows: clean & smear-free. | 5 |  |  | 89
 | R 14 | R604 | All | P |  | Windows: in good condition | 5 |  |  | 90
 | R 15 | R606 | All | S |  | Floors, Walls, Ceilings: clean | 5 |  |  | 533
 | R 16 | R604 | All | P |  | Floors, Walls, Ceilings: in good repair | 5 |  |  | 534
 |  |  |  |  | 0 |  | 40
 |  |  |  |  | Sub-Area: | Reception Standards - Customer Area / Main Lobby
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 17 | R607 | All | S |  | Plant and floral displays are attractive and well maintained.  If fresh, to be displayed in a vase. | 1 |  |  | 97
 | R 18 | R607 | All | S |  | Walls, doors, ceiling, windows clean. | 5 |  |  | 98
 | R 19 | R607 | All | P |  | Walls, doors, ceiling, windows maintained and in good repair. | 5 |  |  | 99
 | R 20 | R607 | All | S |  | Flooring: clean, safe, & free from debris. | 5 |  |  | 100
 | R 21 | R607 | All | P |  | Flooring: maintained and in good repair. | 5 |  |  | 101
 | R 22 | R606 | All | S |  | Area lighting:  clean. | 5 |  |  | 102
 | R 23 | R607 | All | P |  | Area lighting:  well lit & in working order. | 5 |  |  | 103
 | R 24 | R607 | All | S |  | Curtains: clean and hanging correctly. | 5 |  |  | 104
 | R 25 | R606 | All | P |  | Curtains: in good condition. | 5 |  |  | 105
 | R 26 | R607 | All | S |  | Display boards are clean. | 5 |  |  | 106
 | R 27 | R606 | All | P |  | Posters up to date and in good condition.  Inc:  map guide, current marketing, facilities info. | 5 |  |  | 1030485128
 | R 28 | R607 | All | S |  | Furniture: clean, | 1 |  |  | 107
 | R 29 | R607 | All | P |  | Furniture: appropriate & in good repair | 5 |  |  | 108
 | R 30 | R606 | All | S |  | Ashbins:  available ; suitable for cigarettes in main Reception/lobby and/or Foyer area.  Clean inside and out. | 1 |  |  | 109
 | R 31 | R607 | All | P |  | Ashbin:  in good repair. | 1 |  |  | 110
 | R 32 | R607 | All | P |  | No hand written notices on display, other professionally printed notices to be framed. | 5 |  |  | 111
 | R 33 | R203 | All | P |  | 100% Blotter pad is displayed on reception desk inc. Statutory information. | 50 |  |  | 112
 | R 34 | PO21 | All | P |  | 100% Posters are evident in reception (1), and corridor area (1 per floor) | 10 |  |  | 113
 | R 35 | R607 / PO17 | All | P |  | Vendor provided or TI Leaflet holders are full of assort. current local information. | 0 |  |  | 114
 | R 36 | R607 / PO17 | All | P |  | TI National guides only to be displayed in TI guide rack.  Kept fully stocked. | 5 |  |  | 115
 | R 37 | R607 | All | P |  | Current tariff / breakfast menu / dining menu / displayed. | 10 |  |  | 116
 |  |  |  |  | 0 |  | 139
 |  |  |  |  | Sub-Area: | Team Member Presentation: Reception / Office
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 38 | R106 | All | S |  | Team Members: clean, pressed uniforms, name badges & smart/well groomed | 5 |  |  | 117
 | R 39 | R105 | All | S |  | Eating/ drinking/ smoking/ chewing-gum: in designated areas. Out of customer view. | 5 |  |  | 118
 |  |  |  |  | 0 |  | 10
 |  |  |  |  | Sub-Area: | Reception Standards - Reception/Office
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 40 | R506 | All | S |  | Reception is covered 24 hours each day. | 50 |  |  | 119
 | R 41 | PO11 / R607 | All | P |  | Front desk emergency notice is clearly visible - unobstructed. | 10 |  |  | 120
 | R 42 | P040 | All | S |  | The door to the front of reception must be kept locked at all times. | 5 |  |  | 121
 | R 43 | R506 | All | P |  | Music is on an easy listening channel and at a reasonable level until 23:00. | 1 |  |  | 122
 | R 44 | R614 | All | S |  | Reception, desk and offices are always well organized, clean and tidy. | 5 |  |  | 123
 | R 45 | R410 | All | P |  | Entries made into Cristol log Book are entered onto the system on the same day, or the following morning for night entries.  All letters are logged on receipt.  Reference number is logged. | 5 |  |  | 124
 | R 46 | PO24 / R407 | All | S |  | Invocation refunds; a copy of the Cristol report & refund evidence, should be filed under Business done for that day, or retained in an invocations file. | 10 |  |  | 125
 | R 47 | R614 | All | P |  | Compliancy statements signed by all team members who use BART and available. | 10 |  |  | 126
 | R 48 | R614 | All | P |  | Travel Inn Operations Reference Manuals available to include: Current Brand Standards Manual, CCTV Data Protection Act, 100% GTD Training Pack, Never Say No video. | 5 |  |  | 127
 | R 49 | PO68 | All | P |  | BART Fault log completed and up to date | 5 |  |  | 128
 | R 50 | PO68 | All | P |  | All contingency reports: available & in use to include rooms availability list, in-house guest list, room breakdown & arrivals list. | 10 |  |  | 129
 | R 51 | PO06 / S&L ref#9 | All | P |  | Lost & Found forms completed to incl: Found Property Register, Receipt and Indemnity Forms.  Records available. | 5 |  |  | 130
 | R 52 | R505 | All | P |  | Diary to be available | 2 |  |  | 131
 | R 53 | R508 / R505 / PO04 | All | P |  | Shift Checklists in use and available (3 days worth to be audited) | 1 |  |  | 1135356905
 | R 54 | H&S Appn #5/PO62 | All | P |  | Maintenance logs (2): completed, current and available.  1 for in-house maintenance (Can be Corp log form or entered on BART) &  1  contractors log. | 5 |  |  | 132
 | R 55 | PO90 | All | P |  | Brand Audit: Self Audit Completed quarterly with action plan. | 50 |  |  | 380
 | R 56 | Key log/ S&L sect#2 / PO02 | All | P |  | Key Log book (lost/missing keys):  Key security policy followed.  Logs completed for; [NAME]. (n/a for Vingcard) | 20 |  |  | 133
 | R 57 | Key security #2 | All | S |  | All hard keys not in use must be placed in lockable drawer or cupboard. (n/a for Vingcard) | 20 |  |  | 134
 | R 58 | S&L sect1.3 / PO44 / PO45 | All | P |  | [NAME] completed in full as per policy. | 20 |  |  | 135
 | R 59 | PO05 | All | P |  | Complete list of emergency tel. numbers is available as per policy. | 1 |  |  | 137
 | R 60 | R607 | All | P |  | Travel Packs available & signage displayed | 1 |  |  | 138
 | R 61 | R614 | All | P |  | Functional hairdryers, irons w/ boards: Par is:  [NAME] = 10%  & Irons/Boards = 5% of room count.  Log book current. Kept behind reception. | 5 |  |  | 139
 | R 62 | PO29 | All | P |  | Spare stock of linens & consumables available and kept behind reception. | 5 |  |  | 140
 | R 63 | R607 | All | P |  | Tel. Directories are available from reception, in date and in good condition. | 1 |  |  | 141
 | R 64 | R614 | All | P |  | Fax machine is in full working order | 5 |  |  | 142
 | R 65 | R614 | All | P |  | Manual credit card swipe machine & slips, available & working | 5 |  |  | 143
 | R 66 | [NAME] | All | S |  | Left Luggage: Policy followed as per standard. | 10 |  |  | 554
 | R 67 | P015 | All | P |  | Entry door buzzer & pager operational. | 10 |  |  | 305
 | R 68 | P015 | All | P |  | Door Release Button  - Operational (Signage Clear/Good Condition) | 10 |  |  | 306
 | R 69 | PO96 / PO65 | All | P |  | [NAME] button available & operational. | 10 |  |  | 308
 | R 70 | P041 | All | P |  | First Aid / Body Fluids / Sharps kits available in Reception, stocked and in date. | 10 |  |  | 310
 | R 71 | PO89 / PO95 | All | P |  | Fire procedures:  staffed knolwedgable of. | 10 |  |  | 557
 | R 72 | PO94 | All | P |  | Master [NAME] - completed. Master & sub- master keys are controlled and maintained according to standard.(hard key & Vingcard) | 10 |  |  | 558
 |  |  |  |  | 0 |  | 332
 |  |  |  |  | Sub-Area: | Reception Standards - Room Bookings / Phone Procedures
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 73 | R503/H503/B501 | All | S |  | Telephone answered within 5 rings. | 5 |  |  | 549
 | R 74 | R503 | All | S |  | Greetings: friendly / professional & incl. Travel [NAME] location, name & receptionist's name | 5 |  |  | 145
 | R 75 | PO91 / BART manual | All | P |  | Deposits:  full payment taken as per Co. standard & processed daily. | 5 |  |  | 147
 | R 76 | R504 | All | P |  | Reservation:  Taken per company standards as per SOP reference | 10 |  |  | 148
 | R 77 | PO48 / R504 | All | S |  | Cancellation Policy is explained - 'You need to cancel by 4pm' | 5 |  |  | 2051357734
 | R 78 | PO48 / R504 | All | S |  | Cancellation Policy is explained - 'If you do not cancel you WILL be charged' | 5 |  |  | 2109060783
 | R 79 | Bus Acct brief / R507 | All | S |  | Business Account customer - 'Card not present' process is known & followed. | 0 |  |  | 149
 | R 80 | R504 | All | S |  | Key elements of reservation are read back to the caller as listed in standard. | 10 |  |  | 151
 | R 81 | R504 | All | S |  | Once taken, the caller's name is used during the call | 5 |  |  | 152
 | R 82 | R504 | All | S |  | Calls are ended with: "Thank you" & 'look forward to seeing you at (location) Travel Inn". | 5 |  |  | 153
 | R 83 | P043 | All | P |  | Group Booking: Knowledge of policy.  Policy is followed as listed on rear of contract.  Standard corp group terms and conditions are in use. | 10 |  |  | 157
 | R 84 | R504 | All | P |  | Min. of one alternative offered from BART  cross-sell function. | 5 |  |  | 156
 | R 85 | PO48 | All | P |  | Late Cancellation & Non-Arrival procedures followed per standard (the charging procedure, log book in use) | 0 |  |  | 2062375029
 | R 86 | PO83 | All | S |  | Out-booking policy & procedure (knowledge of & followed) | 0 |  |  | -1040773642
 |  |  |  |  | 0 |  | 70
 |  |  |  |  | Sub-Area: | Steps of Service - The Welcome & Check In
 | Item # | [NAME] | Type | Cat | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 87 | R101 / R102 | All | S |  | The welcome to the customer is warm, friendly, prompt and informative.  All customers acknowledged in a friendly manner. | 5 |  |  | 158
 | R 88 | R607 | All | S |  | Is Business Account Point Of Sale displayed. | 5 |  |  | 1048082495
 | R 89 | R201 | All | S |  | Benefits of the business account card and the application process can be explained to the customer | 5 |  |  | 1274395924
 | R 90 | R507 | All | S |  | Customer informed of prepay system.  Encouraged to prepay breakfast for convenience. (Where process is permitted only) | 5 |  |  | 51524741
 | R 91 | R507 / PO21 | All | P |  | Customers: checked in as per Co. Standards (incl 100% GTD INFO.) | 10 |  |  | 159
 | R 92 | R507 / PO49 | All | P |  | Single lady policy as per standard. | 10 |  |  | 160
 | R 93 | P014 | All | S |  | Message Policy / Phone Messages: followed as per standard. | 5 |  |  | -220395291
 |  |  |  |  | 0 |  | 45
 |  |  |  |  | Sub-Area: | Steps of Service - Sales
 | Item # | [NAME] | Type |  | Pass | Standard | Avail | Notes | N/A |  | Plans & Actions | By Whom | Due Date
 | R 94 | R504 | All | P |  | Customer history is updated from registration documents | 5 |  |  | 161
 | R 95 | PO91 | All | P |  | 3 day and 7 day provisional checks are carried out per standard. | 5 |  |  | 162
 |  |  |  |  | 0 |  | 10
 |  | Total |  |  | 0 |  | 682