Hotel Brand Standards

1. Hotel Brand Standards 5 items

1. Is the property’s overall appearance consistent with the brand image? Yes / No 10 pts
2. Are all brand-mandated marketing materials and collateral up to date? Yes / No 10 pts
3. Are brand-specific guest loyalty program benefits clearly promoted? Yes / No 10 pts
4. Is there a visible "Manager on Duty" or quality certificate displayed? Yes / No 5 pts
5. Based on the current experience, Likelihood to Recommend (LTR): Rating
   • 9-10 (Promoter) 15 pts
   • 7-8 (Passive) 7 pts
   • 0-6 (Detractor) 0 pts

2. Branding and Signage 5 items

1. Is the main exterior pylon/building sign fully illuminated and clean? Yes / No 10 pts
2. Are all internal wayfinding signs (Rooms, Gym, Exit) accurate? Yes / No 10 pts
3. Are "Out of Order" signs professional and not hand-written? Yes / No 5 pts
4. Does the lobby digital signage show current info and weather? Yes / No 5 pts
5. Is the hotel’s address and entrance clearly visible from the street? Yes / No 10 pts

3. Parking and EV 5 items

1. Is the parking lot surface free of potholes, debris, and oil spills? Yes / No 10 pts
2. Are EV charging stations functional and the cables neatly stored? Yes / No 20 pts
3. Is the parking area lighting adequate for guest safety at night? Yes / No 15 pts
4. Are accessible parking spaces clearly marked and unobstructed? Yes / No 15 pts
5. Is there clear directional signage for entry, exit, and overflow? Yes / No 10 pts

4. Arrival & Curb Appeal 5 items

1. Is the porte-cochère ceiling free of cobwebs and dust? Yes / No 10 pts
2. Are the bell carts polished, with all wheels moving smoothly? Yes / No 5 pts
3. Is the main entrance glass completely free of fingerprints? Yes / No 5 pts
4. Are the exterior trash receptacles and ash urns emptied? Yes / No 10 pts
5. Is the "Welcome" mat clean, centered, and free of frayed edges? Yes / No 5 pts

5. Lobby 5 items

1. Is the lobby air temperature and "signature scent" comfortable? Yes / No 10 pts
2. Are lobby furniture surfaces wiped down and free of fingerprints? Yes / No 10 pts
3. Is the reception desk clean and free of staff personal items/clutter? Yes / No 15 pts
4. Are guest computers and printers in the business center functional? Yes / No 10 pts
5. Is the lobby music at a professional, non-intrusive volume? Yes / No 5 pts

6. Guest Rooms 5 items

1. Is the "High-Touch" sanitization (remotes, handles) verified? Yes / No 25 pts
2. Is the bed linen crisp, stain-free, and tucked to brand specs? Yes / No 20 pts
3. Do all appliances (AC, TV, Fridge, Lights) function correctly? Yes / No 20 pts
4. Is the bathroom free of mold, hair, and mineral buildup? Yes / No 25 pts
5. Are guest room "Welcome" materials and coffee stations stocked? Yes / No 10 pts

7. Housekeeping 5 items

1. Are all public area floors, carpets, and baseboards free of dust? Yes / No 15 pts
2. Is the housekeeping cart organized and stocked with approved chemicals? Yes / No 10 pts
3. Are cleaning logs for public restrooms signed and current? Yes / No 15 pts
4. Are back-of-house laundry areas clean and free of lint hazards? Yes / No 20 pts
5. Is there a "Deep Cleaning" schedule in place and being followed? Yes / No 20 pts

8. Amenities 5 items

1. Is the pool/hot tub chemistry balanced and the deck dry? Yes / No 20 pts
2. Are fitness center machines clean and sanitizing wipes stocked? Yes / No 15 pts
3. Are all vending machines or pantry shops fully stocked and priced? Yes / No 10 pts
4. Are guest towels in the pool/gym area clean and neatly folded? Yes / No 10 pts
5. Is the business center/meeting room equipment tested and ready? Yes / No 10 pts

9. Preferred Vendors & Equipment 5 items

1. Are only brand-preferred vendors being used for consumables? Yes / No 15 pts
2. Is the HVAC system on a current preventative maintenance contract? Yes / No 25 pts
3. Are kitchen/laundry machines operating without unusual noise? Yes / No 20 pts
4. Are service elevators and luggage carts in good repair and clean? Yes / No 15 pts
5. Is there an organized inventory of spare parts and bulbs on-site? Yes / No 10 pts

10. Breakfast and Dining Area 5 items

1. Is food temperature at the buffet compliant with safety standards? Yes / No 30 pts
2. Are all surfaces, including high-chairs, sanitized between guests? Yes / No 15 pts
3. Is the food presentation appealing and the containers refilled? Yes / No 15 pts
4. Are coffee stations clean, with no spills or used stirrers visible? Yes / No 10 pts
5. Does staff proactively remove used plates and trash from tables? Yes / No 15 pts

11. Staff Dress Code 5 items

1. Are all employees wearing the full, approved brand uniform? Yes / No 10 pts
2. Is the staff name tag visible and positioned correctly? Yes / No 5 pts
3. Is the uniform clean, pressed, and in good repair? Yes / No 10 pts
4. Is grooming (hair, nails, jewelry) consistent with standards? Yes / No 5 pts
5. Are appropriate, polished, and closed-toe shoes being worn? Yes / No 5 pts

12. Guest Interaction Standards 5 items

1. Did staff offer a warm greeting and maintain eye contact? Yes / No 15 pts
2. Did the front desk use the guest’s name twice during check-in? Yes / No 10 pts
3. Was the guest asked about their satisfaction at any touchpoint? Yes / No 15 pts
4. Did staff offer assistance with luggage or provide directions? Yes / No 10 pts
5. Was the guest thanked and given a warm farewell upon departure? Yes / No 10 pts

13. Digital Experience 5 items

1. Is the guest Wi-Fi speed meeting the brand standard? Yes / No 20 pts
2. Are USB ports available and functional at both bedside and desk? Yes / No 10 pts
3. Does the TV "Casting" feature connect and disconnect correctly? Yes / No 10 pts
4. Are digital key/mobile check-in readers functional on all doors? Yes / No 20 pts
5. Does the hotel website show real-time availability for services? Yes / No 10 pts

14. Sustainability & Environment 5 items

1. Are guest room recycling bins clearly labeled and separated? Yes / No 10 pts
2. Are "Towel/Linen Reuse" cards clearly displayed in bathrooms? Yes / No 10 pts
3. Are all public area lights utilizing energy-efficient LED bulbs? Yes / No 5 pts
4. Is property free of single-use plastic straws/stirrers in dining? Yes / No 5 pts
5. Are low-flow aerators installed on guest room faucets/showers? Yes / No 10 pts

15. Safety and Security 5 items

1. Are all emergency exits unobstructed and panic bars functional? Yes / No 50 pts
2. Are fire extinguishers charged, tagged, and accessible? Yes / No 30 pts
3. Are all exterior and stairwell doors locking correctly? Yes / No 25 pts
4. Is the First Aid kit/AED fully stocked and its location known? Yes / No 20 pts
5. Are security camera views clear and covering all critical entries? Yes / No 25 pts

16. Loss Prevention 5 items

1. Is the front desk "Petty Cash" drawer balanced and stored in a safe? Yes / No 20 pts
2. Are high-value items (liquor, tech, linens) kept in a secure area? Yes / No 20 pts
3. Are POS voids and returns reviewed and signed by a manager? Yes / No 15 pts
4. Is the "Lost and Found" log current, with items tagged and secure? Yes / No 15 pts
5. Are all back-of-house "Staff Only" doors latching properly? Yes / No 15 pts

17. Employee Facilities & BOH 5 items

1. Is the employee breakroom clean, with functional appliances? Yes / No 10 pts
2. Are staff locker rooms maintained to the same standard as guest? Yes / No 10 pts
3. Are "Safety Data Sheets" (SDS) for all chemicals accessible? Yes / No 20 pts
4. Is the staff "Communication Board" updated with current goals? Yes / No 5 pts
5. Are BOH hallways well-lit and free of stored pallets or debris? Yes / No 15 pts