Service Standard Checklist - Housekeeping Template

• Housekeeping staff was respectful and kept guest corridors quiet at all times
• Staff members were well groomed, uniformed, and name tags were present
• Staff did not eat, drink, smoke or chew gum
• All occupied rooms are serviced twice daily and as / when requested by the guest
• Mirrors / pictures were free from dust and smudges
• All occupied rooms are serviced twice daily and as and when requested by the guest
• 3 knocks, announce, wait 10 seconds and repeat
• When available, guest name was used
• "Do Not Disturb" / "DND" cards strictly respected
• A card or silent phone message was provided when a “Do No Disturb” sign was present
• Carts were neat and organized; linens and trash were not overflowing
• All stationeries and supplies restocked to par levels
• Carts were stored out of guest’s sight during breaks and at the end of shifts
• All guests acknowledged with eye contact and smile within 10 feet, vacuum was turned off
• A polite greeting, offer of assistance, etc. was made within 5 feet
• Staff was able to answer basic questions about the hotel (facilities, services, & hours of operations)
• When in service, guest room doors remained closed with a sign on the doorknob or the cart blocked the door
• Housekeeper was the last to speak, offered thanks or offer of additional assistance
• All guest floor corridor kept clean and tidy
• The speed of service adapted to the environment and the needs of the guest

• Outside entrance and driveway area were in inviting in appearance, well maintained, free of debris and in good condition
• The exterior of the hotel was in good condition (paintwork, bricks, woodwork, etc.), free of dirt and markings
• All awnings and canopies were maintained free of stains, not dirty or torn
• Hotel signage was in good condition and fully lit, no burnt out bulbs, no faded paint and also free of soil and dust
• All flags were in good condition, not frayed or torn and also free of dirt and debris
• All exterior artifacts were clean and in good condition
• All exterior floral displays / planters were fresh and attractive in appearance
• Sufficient illumination was present in all outside areas
• All windows and doors were in good condition free of prints, smudges and free of damage
• No burned out light bulbs or cobwebs
• Disabled access (ramps) cleaned and not blocked with any obstacles
• Music was audible in the portico sound quality was excellent
• Music played in the parking lot was audible with excellent sound quality
• Lighting was adequate, and of perfect working order, no burned out bulbs
• Parking lot and garage were adequately lit
• The driveway was easily accessible with a valet system present
• Doorman / valet desk was free of debris, clutter, stains and in good condition
• All bell carts and trolleys were clean, polished and free of debris
• Bell carts were stored in designated areas and out of guest’s line of site
• Garbage receptacles were easily located and well maintained
• Outdoor furniture was organized and free of stains and debris and in good condition
• Guest and staff parking lot and garage were free of debris
• Grounds were well kept, free of weeds and debris
• Exterior pathways were free of stains and debris

• The reception desk was organized, free of clutter, free of dust and debris
• Hotel lobby was attractive in design, in good condition, free of dust and debris
• Decor was fresh in appearance and of a high standard
• If floral decorations were present, they were fresh in appearance
• Fabrics were free of stains and in excellent repair
• Furnishings were well maintained; free of dust, scuffs, markings and of high quality
• The floor was free of spots, stains and debris
• Flooring was in an excellent state of repair, not worn in appearance
• All windows and doors were in good condition free of prints, smudges and free of damage
• Walls and ceilings were free of spots, dust and debris
• Walls, ceilings were in good condition, free of damage
• Building interior had consistently comfortable air temperature, no unpleasant odors
• Lobby music / channel music was clear and audible, with excellent sound quality
• Lighting was adequate, and of perfect working order, no burned out bulbs
• Corridor surfaces were free of dust and smudges, mirrors were free of streaks
• Corridor carpets in good condition, free of debris, stains free of rips, tears and wear
• Corridor curtains and windows were free of dust, smudges, streaks and stains
• Corridor curtains were in good condition, free of rips, tears and damage
• House telephones functioned properly; scribbling pads/pencils were available
• Guest elevator cars in good condition, functioned responsively, had no spots, stains, smudges or debris
• Guest elevator emergency telephone working properly, channel music audible and clear
• Public restroom decor was of high standard and free of unpleasant odors
• Music was clearly audible in public restroom, with excellent sound quality
• Public restroom floors free of dirt and debris
• Public restroom wallpaper / tiles were free of holes and chips
• Public restroom countertops were in good condition, free of damage, sinks were dry and free of spots, stains and hair
• Public restroom faucets and fixtures were in good condition and free of damage, free of spots and rust
• Public restroom mirrors in good condition, free of spots, streaks, free of cracks and chips
• Public restroom partitions were clean and free of dust, streaks and debris
• Public restrooms urinals, toilets and tank in good condition; seats were not loose, free of spots, debris and stains
• The liquid soap dispenser was stocked with soap and paper tissues; free of dust and debris

• Bathroom was well ventilated
• Air vents were in good condition, free of rust, dust and mildew
• Walls and ceiling surfaces were in excellent repair, and free of cracks, free of spots and marks
• Floor were free of spots, hair and debris
• Grouting was in good condition, free of mold, debris and damage
• Sink was in good condition, free of spots, stains, hair and free of damage
• Sink faucet and drain fixtures free of spots and rust
• Sink faucet and fixtures were in good working condition, free of damage
• Counter top was in good condition, free of spots, stains and hair
• Ample space was provided for guest toiletries and personal items
• Lighting was sufficient for guest use in all areas
• All light fixtures free of dust, stains, and in good condition
• Drinking glasses were in good condition, free of spots, debris, chips, cracks and wear
• Mirror glass was free of cracks, streaks, dust and damage
• Toilet and tank were free of spots, debris and stains
• Toilet and seat were in good condition, toilet seat was not loose
• Bathtub and shower free of spots, hair and debris
• Shower head, faucet and drain assemblies free of spots
• All chrome / brass was polished and free of spots and stains
• All tiled areas were free of spots and marks
• Area above the wall tile was free of dirt and mold
• Clean bathmat was provided
• Waste bin was empty, in good condition, free of damage and stains
• Plumbing was in excellent working order, sink and bathtub drained properly; toilet flushed properly
• Water pressure was good in all faucets
• Towels were free of stains, hair and debris, and were neatly folded
• Facial and toilet tissues were of ample supply
• Hair dryer was available and in good working order
• Telephone was available in bathroom, unless a cordless phone was present
• Bathrobe available as per the room occupancy, was not worn, damaged or stained

Staff Pool Service Standards:

• Guest acknowledged with eye contact and smile within 10 feet
• A polite greeting, offer of assistance, etc. was made within 5 feet by pool attendant
• Pool staff asked the guest’s name and used guest's name at least one time
• Staff anticipated needs and offered a lounge chair, towels, items for children, etc
• Pool area rules were enforced
• Pool staff was the last one to speak and always thanked guest
• Rules / warning signs were clearly posted, signs not worn or damaged
• Availability hours of lifeguard clearly posted near pool side
• Lifeguard present during the hours mentioned and was attentive to all pool areas activities
• Pool was appropriately heated during winters
• Pool deck was not damaged, worn or cracked
• Pool interior and tiles were free of algae, not worn or damaged
• Pool water was free of floating debris, clear
• Depth markings were clearly posted
• Chairs, furnishings were matching and were neatly arranged throughout pool areas
• Chairs were free of markings, not stained or soiled and not damaged
• Tables were free of markings, not stained or soiled and not damaged
• Pool side umbrellas were free of markings, not stained or dirty and not damaged
• Towels were available at convenient location
• Towels were free of stains and were not torn
• Dirty towels stowed away from guests view
• Pool area restrooms floors and walls were free of debris, spots and hair
• Pool area restrooms counter tops, sinks and toilets were dry, free of stains, hairs and not damaged
• Public restrooms stocked with sufficient hand or paper towels, soap and other required amenities
• Staff did not congregate or engage in personal conversation with other staff, no horseplay
• Pool staff well groomed, uniformed, name tag was present
• Staff did not eat, drink, smoke or chew gum
• The speed of service adapted to the environment and the needs of the guest

Staffless Pool Service Standards

• Ensure that a sign is available to the customers telling them to swim at their own risk.
• Make sure the pool meets any safety regulations.

• Turndown / evening service performed routinely or as per request for long stayers
• Suite and executive floor rooms service provided automatically
• In case guest requested, service was also provided on subsequent nights
• Service provided within quoted hours, or reasonable evening time frame
• No items were removed from guest room unless placed in trash receptacle
• All trash receptacles were emptied
• All flooring was swept / vacuumed
• One bedside light was left on, curtains were closed
• Ice bucket, ashtrays and glassware were removed and replaced as necessary
• Turndown fold was neat, and In-Room Dining Breakfast Pre-Order menu was positioned; along with turndown amenity (chocolate / flower)
• Money, jewelry, valuables, laptop, mobile, electronic devices and personal items left untouched
• Newspapers and magazines were stacked and left in plain view
• Guest clothing found on the bed or floor were folded and placed on bed or chair, clothing left on furniture was folded and left in place
• Sink, counter and mirror were wiped clean and spotless
• Toilet cleaned, no debris, dust, spots, stains or hair.
• Tub and shower cleaned, no debris, dust, spots, stains or hair
• Used linens were removed and replaced with linen where colors were consistent, not worn, damaged or stained
• All amenities replenished to par levels and bathroom paper supplies restocked
• Toiletries were arranged on a clean, flat wash cloth, similar to guest’s placement. Tissues are restocked