CVA Checklist RHH

Banyan Tree Hotels and Resorts
Company Visitor Assessment
Royale Hayat Hospital Kuwait
December 2006
Company Visitor Assesment
Assessed by:
Date:
Signature
Area Assessment
Maximu
m Achieved
Percent
Topic Description Score Score age
1 Hotel Cleanliness and Condition 60
2 Arrival Experience 51
3 Lobby Experience 30
4 Villa/Suite Experience 124
5 Private Dining Service Experience 85
6 Special Request Experience 65
7 Bar & Lounge Experience 57
8 Restaurant Experience 123
9 Public Area 36 OriginalSend to DOH's Office
10 Departure Experience 47 Copy: Fax to MD-Hotel Operations's Office
Total Score 678 +662 679 1198
Areas Assessment Score Comments
Yes No N.A.
1. Hospital Cleanliness and Conditions -- Were these areas clean and in good condition?
1.1 Public Areas 1 Exterior Areas
2 Interior Areas
3 Lobby
4 Lobby Reception
5 Public Restrooms
6 Walkways/Corridors
7 Elevators
8 Stairways
9 Banyan Tree Gallery
1.2 Suite 1 Bed and Bedding/Headboard
2 Ceiling
3 Chair/Sofa
4 Closet Area/Safe
5 Coffee Brewer/Supplies and Ice
6 Desk and Chair
7 Doors - Entrance
8 Companion room
9 Drapes and Sheers, Curtains
10 Dressers/Armoire
11 Floor
12 Lamps/Lighting
13 Mirrors/Artwork
14 Nightstand and Tables
15 Interactive television/ telephone
16 Walls/Windows
17 Terrace/Balcony
18 Garden
3 of 45
Yes No N.A.
1.3 Bathroom 1 Bath Fixtures
2 Shower door
3 Ceiling
4 Doors
5 Floor
6 Lighting/Light Fixtures
7 Mirrors
8 Toilet
9 Vanity/Sink and Fixtures
10 Vents/Exhaust Fans
11 Walls/Baseboards
12 Miscellaneous/Hair Dryer/Shelving/Linens
1.4 Food and 1 Lounge Area
Beverage 2 Ceiling/Light/Light Fixtures
3 China, Glass, Linen & Silver/Menus
4 Floor
5 Tables/Chairs
6 Walls/Baseboards
1.4.1 Outlet 1 1 Ceiling/Light/Light Fixtures
Name: ___________ 2 China, Glass, Linen & Silver/Menus
3 Floor
4 Tables/Chairs
5 Walls/Baseboards
4 of 45
Yes No N.A.
3 Floor
4 Tables/Chairs
5 Walls/Baseboards
3 Floor
4 Tables/Chairs
5 Walls/Baseboards
OVERALL 60
EXPERIENCE
5 of 45
Yes No N.A.
2. Arrival Experience
2.1 Transfer 1 Was the client greeted cordially at the Banyan Tree reception
area in the airport, ferry station etc.?
2 Was assistance offered in handling the luggage?
3 Was client name utilized during interaction?
4 Was transportation procedure explained and expected
departure time to the hospital given?
5 Was client transferred from the point of arrival to the hospital
smooth and without incidents?
2.2 Doorman 1 Did Doorman present on arrival?
Service
Arrival - 2 Was Doorman well groomed, wearing complete uniform and
3 nametag?
Did Doorman offer assistance opening car doors on arrival?
4 Did Doorman greet client in a warm and friendly manner?
5 Was client greeted by name with local gesture?
6 Was assistance offered to remove the luggage from the
7 vehicle?
Did Doorman open hospital entrance door for client?
8 Did Doorman escort the client to the lobby area? If not, did
Doorman offer direction to Lobby Host desk?
9 Did Doorman have a good working knowledge of the English
10 language?
Was the entrance to the hospital clean and free of any
2.3 Check-in 1 debris?
Was Lobby Host well groomed, wearing uniform and
Process 2 nametag?
Was client immediately acknowledged within 30 second of
3 arrival?
Was client greeted in a warm and friendly manner with a
smile, eye contact, using appropriate hospitality salutation?
4 Did Lobby Host discreetly enquire about the client name and
use it throughout the interaction?
5 Did Lobby Host offer the client an international/national
newspaper?
6 Did Lobby Host offer or confirm dinner reservation?
7 Was luggage assistance offered?
8 Was eye contact used throughout the interaction with the
client?
9 Did Lobby Host wish client a pleasant stay?
6 of 45
Yes No N.A.
10 Did Lobby Host have a good working knowledge of English
2.3 Check-in 11 language?
Did Lobby Host respect client's presence when interacting
Process (con't) with other colleagues?
12 Was the Lobby Host desk clean and tidy?
13 Was area behind the Lobby Host free of clutter?
2.4 Rooming 1 Did Lobby Host escort the client to his/her villa/suite?
Experience
2 Did Lobby Host engage in polite unobtrusive conversation on
the way to the villa/suite?
3 Did Lobby Host point out food and beverage facilities
explaining operational hours?
4 Once at the villa/suite, did the Lobby Host offer the option of
a villa/suite orientation?
5 Did Lobby Host point out heating/air-conditioning?
6 Did Lobby Host point out valet/laundry services?
7 Did Lobby Host point out location of hair dryer (if applicable)?
8 Did Lobby Host point out directory and in-villa/suite dining
9 menu?
Did Lobby Host point out spa facilities (if applicable)?
10 Did Lobby Host point out fitness facilities (if applicable)?
11 Did Lobby Host point out in-villa/suite safe?
12 Was ice service offered (if ice bucket was present in the
13 villa/suite)?
Did Lobby Host offer any additional assistance?
7 of 45
Yes No N.A.
2.5 Bell Service 1 Was the bell service visible and attentive in providing clients
with "on-call" service, 24 hours a day, 7 days a week?
2 Was the luggage delivered to the client villa/suite within 10
minutes of arrival?
3 Did Bellboy/Bellwoman knock lightly on the door 3 times and
announce himself?
4 Was Bellboy/Bellwoman well groomed, wearing uniform and
5 name tag?
Did Bellboy/Bellwoman greet the client in a warm and
friendly manner?
6 Did Bellboy/Bellwoman use the client name at least once
during the interaction?
7 Did Bellboy/Bellwoman place the luggage on the luggage
rack?additional assistance offered?
8 Was
9 Was a pleasant hospitality comment used at close of
interaction with client?
10 Did Bellboy/Bellwoman have a good working knowledge of
the English language?
OVERALL 51
EXPERIENCE
8 of 45
Yes No N.A.
3. Lobby Experience
3.1 General 1 Was the Banyan Tree Gallery open and associated a
Hospitality minimum of 10 hours a day, 7 days a week?
Services and 2 Were the public toilets up to the required standards of
hygiene and cleanliness?
3.2 Problem 1 Did Lobby Host make himself/herself promptly available to
Resolution listen to client complaints?
2 Was Lobby Host well groomed, wearing a uniform and
3 nametag?
Were problems anticipated and resolved as close to the client
level of satisfaction as possible?
4 Did Lobby Host demonstrate ownership of complaints and
5 requests?
Did it look as if the Lobby Host was trained to do whatever it
takes to make the client happy in the most economical
6 manner?
Did Lobby Host remain friendly, courteous and calm while
displaying empathy and concern over the client's
7 inconvenience?
Did Lobby Host address the client by name throughout the
8 interaction?
Was there follow-up with the client to ensure that the
problem was solved satisfactorily?
9 Was the Management associate available to assist the client
with problems?
3.3 Telephone 1 Was the telephone answered within 3 rings and assistance
Service 2 offered?
Was the client name used?
3 Did the Lobby Host/Guest Services Agent make
himself/herself promptly available to listen to client
4 Did Lobby Host/Guest Services Agent demonstrate
knowledge of hospital facilities and surrounding areas,
including restaurants and local attractions?
5 Did Lobby Host/Guest Services Agent offer assistance to
satisfy the client request?
6 If the request could not be immediately accommodated, was
the client given an approximate time for the request to be
7 Did Lobby Host/Guest Services Agent enquire if additional
assistance was needed?
9 of 45
Yes No N.A.
3. Lobby Experience
8 Was a pleasant hospitality comment provided at the close of
the call?
10 of 45
Yes No N.A.
3. Lobby Experience
3.4 Concierge 1 Was the associate at the Lobby Host/Concierge area well
Service groomed, wearing uniform and name tag?
2 Was Lobby Host/Concierge area in a neat and organized
3 fashion?
Was client acknowledged immediately, with a smile, eye
contact and name recognition?
4 Was client greeted at each encounter using appropriate
hospitality salutation?
5 Did the Lobby Host/Concierge offer assistance to satisfy the
client request?
6 If the request could not be immediately accommodated, was
the client given an approximate time for the request to be
7 obliged?
Did Lobby Host/Concierge demonstrate knowledge of
hospital facilities, surrounding areas including restaurants
and local
8 Were neatattractions?
and legible brochures for nearby attractions
readily available for client perusal?
9 If the client requested a written confirmation for any
arrangements made, was this provided in a neat and
10 professional
Did the Lobby manner?
Host/Concierge enquire if additional assistance
was needed?
11 Was a pleasant hospitality comment provided at the close of
the interaction with the client?
OVERALL 30
EXPERIENCE
11 of 45
Yes No N.A.
4. Suite Experience
4.1 Suite 1 Was "Do Not Disturb" sign provided (or properly working for
properties fitted with a sign outside the villa/suite door)?
2 Were SOS Instructions & Evacuation Plan provided in
minimum 2 languages and clearly visible?
3 Were at least 2 bed sheets/1 duvet with duvet cover/1 bed
sash and 2 king sized pillows per bed provided?
4 Were client folder, directory of Guest Services, 4 sheets of
stationary, 3 large and 3 small envelopes, 2 fax cover
sheets, hospital directory and pen provided?
5 Were following items provided? 6 hangers, 4 skirt clips, 1
luggage rack/bench, 2 robes (male/female), day safe with
manual, rubber slippers, fabric slippers, extra towels
6 Was laundry/valet service available 7 days a week?
7 Were laundry bag & slip and 2 bags and 2 laundry/dry
cleaning slips provided?
8 Were 60 Watts (minimum) bulbs provided at both desk and
bedside tables lighting fixtures?
9 Was tile/carpet freshly mopped/vacuumed and free of stains?
10 Was villa/suite at a comfortable temperature on arrival and
11 free
Was of odor?
bed valance/skirting neatly arranged and clean (if
12 applicable)?
Was headboard clean and in good repair?
13 Was bed made with clean linen, which was free of stains or
14 tears?
Was bedspread /duvet/blankets clean?
15 Was all upholstered furniture clean and free of stains?
16 Were all furniture surfaces clean and dust/smear free?
17 Were all picture/door frames clean and dust free?
18 Were all windows clean and free of smears?
19 Were curtains clean and property fitted?
20 Were ceilings and vents clean and free of any dust?
12 of 45
Yes No N.A.
4. Suite Experience
4.1 Suite (con't) 21 Were all walls clean and free of scuffs?
22 Were all light fixtures and fittings clean and dust free?
23 Was waste paper basket clean and in good condition?
24 Was there a do not disturb sign and was it easily located?
25 Were all mirrors clean and smear free?
26 Were wardrobes clean and free of any scuffs, dust or debris?
27 Was a telephone and note pad/pencil available next to each
telephone in the bedroom?
28 Were all drawers clean, odor free and free of any dust or
29 debris?
Was television clean and correctly tuned in?
30 If there was a clock in the villa/suite was the time correct
(can be displayed on the TV)?
31 Were all light fixtures in bathroom and bedroom working
properly?
13 of 45
Yes No N.A.
4. Suite Experience
4.2 Bathroom 1 Were amenities provided? (Amenity tray/basket, shampoo,
conditioner, soap, bath gel)
2 Were bath linen provided? (1 bath mat, 4 bath towels, 4 face
cloths, 4 hand towels) Note: quantities may vary depending
on the number of clients in villa/suite.
3 Was bathroom completely mould free?
4 Were all ceilings and walls clean?
5 Was shower/sink clean?
6 Was shower/sink controls polished?
7 Was shower door or curtain clean?
8 Were all counters clean and dry?
9 Was bathroom floor clean and free of any debris?
10 Was toilet clean and in good repair?
11 Was waste paper bin clean?
12 Was spare toilet roll available?
13 Was there a full box of tissues in clean tissue dispenser?
14 Were bathrobes clean, unstained and in good condition?
15 Were there 2 clean drinking water glasses covered with
stancaps or placed on coasters (not wrapped in plastic)?
16 Were all towels clean, unstained and in good repair?
17 Were all amenities neatly arranged?
18 Were flowers fresh, if applicable?
14 of 45
Yes No N.A.
4. Suite Experience
4.3 Others 1 Were the following TV Channels provided? CNN or BBC, 1
sports channel, minimum 5 international channels?
2 Were TV channel and movie listings available?
3 Were ice bucket and tray provided (w/complimentary ice
service delivery)?
4 Was the coffee/tea set provided?
5 Was there a note pad and pen with holder?
6 Was telephone information readily available? (e.g. telephone
numbers, dialing/voice mail instructions in English and local
7 Was a wastebasket provided?
8 Was the villa/suite fitted with blackout drapes/shutters,
9 sheers?
Were local fruits offered on a ceramic/wooden tray and 1
plate, 1 set of cutlery and a fruit knife provided?
10 Was fresh fruit replenished daily and attractively presented?
15 of 45
Yes No N.A.
4. Suite Experience
4.4 Minibar 1 Was the minibar checked daily?
2 Was Villa/Suite Attendant pleasant and professional in
3 manner?
Were all used minibar items replaced?
4 Were all dirty glasses replaced with clean glasses?
5 Was the ice bucket/tray filled daily (if applicable)?
6 Was minibar cabinet clean and dust free?
7 Was minibar fridge steady?
8 Was minibar fridge easily accessible?
9 Was minibar fridge clean and free of any odor?
10 Was minibar fridge in good working order?
11 Was minibar fridge free of any ice build up?
12 Was the minibar attractively stocked with a selection of
water, juices and snacks?
13 Depending on tap water quality, was there a minimum of 2
bottles of drinking water provided complimentary in each
14 villa/suite?
Were food items available?
15 Was a minibar price list available (i.e. either a printed list or
in the directory of services)?
16 Did minibar beverages/food items correspond to the printed
17 list?
Were fridge contents neatly arranged with all labels facing
18 outwards?
Were all canned drinks free of any rust?
19 Were all items sealed and within controlled product
expiration date? (In countries where in-villa/suite alcohol is
illegal, were non-alcoholic minibar products offered?)
20 Were 2 wine glasses, napkins, coasters, 2 stirrers, wine
opener, ice bucket and tongs available?
21 Was all glassware clean, polished, unchipped and matching?
22 Was glassware placed upside down on to coasters/liner?
23 Were there both corkscrew and bottle opener available (if
24 needed)?
Were there stir sticks and coasters available?
16 of 45
Yes No N.A.
4. Suite Experience
25 Did the minibar menu list the items provided, brand names,
cost and was there a space for totaling charges?
4.5 Housekeeping 1 Was housekeeping service completed 4 times a day?
Service
2 If associate was observed, was she wearing a complete
uniform and well presented?
3 Was the associate pleasant and professional in manner?
4 If the client asked the associate to come back at a certain
time, was this agreed to?
5 Was tiles/carpet freshly mopped/vacuumed and free of any
6 debris?
Was the villa/suite generally tidied with all amenities
returned to their original position?
7 Was bed neatly made with clean linen and free of stains or
8 tears?
Were curtains neatly drawn?
9 Was waste bin emptied and clean?
10 Was any used stationery replaced?
11 Were any used laundry bags/lists replaced (if necessary)?
12 Were any light bulbs replaced?
13 Were client's clothes folded and arranged neatly?
14 Were all shoes paired and neatly arranged?
15 Were all newspapers and magazines neatly arranged?
16 Were any used glasses or villa/suite service soiled plates and
cutlery removed from villa/suite?
17 Were any doorknob signs removed and placed in original
18 position?
Were all used towels replaced?
19 Were all fresh towels clean and in good condition?
20 Were bathrobes re-hung?
21 Were floors clean and free of any debris?
22 Were bathroom water glasses replaced?
23 Did associate tidy client's personal toiletries?
17 of 45
Yes No N.A.
4. Suite Experience
24
Was shower curtain/door clean?
25
Was shower/sink clean?
26
Was toilet and toilet seat clean?
4.5 Housekeeping 27
Was bathroom counter and floor clean, dry and free of any
Service (con't) debris?
28 Were all shower and sink controls polished?
29 Were all mirrors clean and free of smears?
4.6 1 Was the turndown service provided from 17:30 until not later
Turndown Service than 22:00.?
2 If associate was observed, was she wearing a complete
uniform and well presented?
3 Was the associate pleasant and professional in manner?
4 Was the bedspread removed or folded back neatly?
5 Was a bedside mat and slippers laid out?
6 Did associate turn bedside lamp on?
7 Did associate leave In-villa/suite dining service breakfast
card in a prominent position?
8 Was a turndown gift placed in the bed?
9 Was TV remote control placed on bedside table?
4.7 Villa/Suite 1 Were any monies and jewelry left out in the villa/suite left
Security 2 undisturbed?
Were the client bags/luggage left unopened or untempered
Measures
OVERALL 124 with.
EXPERIENCE
18 of 45
Yes No N.A.
5. Private Dining Service Experience
5.1 Private Dining 1 Was Private Dining service available 24 hours a day, 7 days a
- Menu 2 week?
Was Private Dining service menu clean and in good repair?
3 Were 2 vegetarian options available?
4 Were gratuity and service charging procedures clearly noted
on the menu?
5.2 Private 1 Was the telephone answered within 3 rings?
Dining
Order- 2 Did Guest Services Agent/Private Dining Attendant answer
the phone with appropriate greeting and identify the
3 Was the client name used?
4 If the client were put on hold, did it not exceed 20 seconds
5 Was the background free of any noise or any disturbances?
6 Did Guest Services Agent/Private Dining Attendant speak in
clear and pleasant manner?
7 Was Guest Services Agent/Private Dining Attendant able to
answer any questions with regards to the menu?
8 Did Guest Services Agent/Private Dining Attendant obtain a
full and complete order (i.e. cooking instructions, bread
9 preference
Did etc.)? Agent/Private Dining Attendant
Guest Services
accommodate any of menu requests?
10 If dessert ordered, did Guest Services Agent/Private Dining
Attendant offer client option of serving it upon completion of
11 Were any additional items offered (i.e. coffee, juice)?
12 Did Guest Services Agent/Private Dining Attendant suggest
13 starter?
Did Guest Services Agent/Private Dining Attendant suggest
side order (if applicable)?
14 Did Guest Services Agent/Private Dining Attendant
automatically offer drinks with the meal?
15 Did Guest Services Agent/Private Dining Attendant have
good product knowledge with regards to wine?
16 Did Guest Services Agent/Private Dining Attendant suggest
dessert with the meal?
19 of 45
Yes No N.A.
5.2 Private 17 Did Guest Services Agent/Private Dining Attendant suggest
Dining - Order coffee/tea with the meal?
(con't) 18 Was the client order repeated back to the client either during
or at the end of call?
19 Was the delivery time offered and the client notified of any
20 delays?
Breakfast - 30 minutes of requested time
21 Snack - 30 minutes of requested time
22 Lunch/Dinner-30 minutes of requested time
23 Was the client thanked?
24 If the order was late, was it provided by the hospital on a
complimentary basis?
5.3 Private Dining 1 Did the Private Dining Attendant ring bell or knock lightly on
- Service door and announce himself?
2 Was Private Dining Attendant well groomed, wearing uniform
and nametag?
3 Was the client greeted by name?
4 Did Private Dining Attendant use the client's name at least
once during the interaction?
5 In the case of a breakfast order, If a newspaper was on the
door, did Private Dining Attendant bring it in with the tray?
6 Did Private Dining Attendant ask where the client would like
the tray/trolley to be placed?
7 In the case of a trolley, did Private Dining Attendant open
leaves and secure?
8 Were all food items delivered to the client villa/suite
attractively covered or wrapped for sanitation and
temperature
9 Was the ordercontrol purposes?
received correctly with special requests
rendered?
10 Did Private Dining Attendant set the table?
11 Did Private Dining Attendant position the chairs accordingly?
12 Did Private Dining Attendant offer to remove hot food from
the cabinet and if so was the flame extinguished?
20 of 45
Yes No N.A.
5.3 Private Dining 13 Did Private Dining Attendant remove cloches?
-Service (con't) 14 Did Private Dining Attendant advise client that the plate was
hot (if hot plate available)
15 Did Private Dining Attendant offer to pour the beverages?
16 Did Private Dining Attendant explain the various condiments
with the meal (if unidentifiable)?
17 In the case of a breakfast order, did the Private Dining
Attendant offer to open the curtains?
18 Was the order correct and complete?
19 Did the associate inform the client of tray/trolley collection
procedures (not applicable if trolley removal card present)?
20 Was bill presented in a clean folder with the hospital pen?
21 Was bill clearly itemized and correct?
22 Did Private Dining Attendant ask the client for a signature?
23 Was additional assistance offered?
24 Did Private Dining Attendant offer appropriate hospitality
comment, i.e. "Thank you and enjoy your dinner, Mr. Smith"?
25 Did Private Dining Attendant maintain eye contact with the
26 client?
Did the associate have a good working knowledge of the
English language?
27 Was associate attentive to the client's needs at all times?
21 of 45
Yes No N.A.
5.4 Private Dining 1 Was the Private Dining service tray/trolley clean and in good
-Tray/Trolley 2 repair?
Was the tray/trolley cover clean, pressed and free of any
Layout 3 stains/tears?
Was correct cutlery used for its intended purpose and was it
clean and matching in pattern?
4 Was crockery clean, free of chips and matching in pattern?
5 Was the glassware clean, unchipped and matching in
6 pattern?
Were all the drinks covered with stancaps?
7 Did a vase and fresh flower accompany the meal?
8 Was a cloche used to cover hot food?
9 Was the cloche clean, polished and in good repair?
10 Did a full dish of butter accompany the food order?
11 Was the butter rolled/cut, fresh and well presented?
12 Were condiments serve with the meal and decanted into the
appropriate dishes or in miniature form?
13 Was the napkin clean, pressed and free of any stains/tears
(paper serviettes are not acceptable)?
14 Were the salt and pepper cruets provided and if so were they
clean and full?
15 Were all the drinks appropriately garnished?
16 Was all the food free of any plastic/paper/foil wrapping?
17 Did the sugar selection include white, brown and sweetener?
18 In the case of sugar cubes were sugar tongs/spoons present?
19 In the case of breakfast was there a minimum of three
different preserves available?
22 of 45
Yes No N.A.
5.5 Private 1 Was the food presented in an appealing manner?
Dining
Food - 2 Did the food directly resemble its description from the menu?
3 Was the food fresh and of good flavour?
4 Was food served at the correct temperature?
5 Was the texture and color of the food acceptable?
6 Were portions of acceptable size?
7 Was the food cooked as requested?
8 Was coffee/tea hot and fresh?
9 Was milk/cream offered with the coffee/tea?
10 Were juices freshly squeezed?
11 Did fresh rolls/bread accompany the meal (if applicable)?
OVERALL 85
EXPERIENCE
23 of 45
Yes No N.A.
6. Special Request Experience
6.1 Lobby Host/ 1 Was the telephone answered within 3 rings?
Guest Services - 2 Did Lobby Host/Guest Services Agent answer the phone with
Hotel and appropriate greeting (good morning/afternoon) and identify
General Informati the department?
on 3 Was the client’s name used?
4 Was client informed when put on hold?
5 If client were put on hold, did it not exceed 20 seconds?
6 Was client informed of the call being transferred and the
conversation ended with an appropriate closure?
7 Were all message/faxes/requested items delivered within 15
8 minutes?
Was all written information clear, legible and presented on
hospital paper?
9 Did Lobby Host/Guest Services Agent make every effort to
assist the client’s requirements?
10 Were all requests met?
11 Did the Lobby Host/Guest Services Agent refrain from
referring the client to any other department?
6.2 Housekeeping 1 Were four times daily maid service offered?
Request 2 Was housekeeping/on-call information included in the client
folder/compendium?
3 Was telephone answered within 3 rings and assistance
4 offered?
Was client request correctly identified?
5 Was client villa/suite number clarified and confirmed?
6 Was client name used?
7 Was client informed of accurate delivery time (not in excess
of 15 minutes of receipt of request)?
8 Was housekeeping associate well groomed, wearing a
uniform and nametag?
9 Did housekeeping associate enquire if any additional
services/items were required?
24 of 45
Yes No N.A.
10 Was an appropriate hospitality comment made prior to
departure (i.e. "Thank you, Mr. Smith") with eye contact?
25 of 45
Yes No N.A.
6.3 Maintenance 1 Was telephone answered within 3 rings and assistance
Request offered?
2 Was client maintenance request correctly identified?
3 Was client villa/suite number clarified and confirmed?
4 Was client name used?
5 Was the client informed of the maintenance associate’s
approximate arrival time?
6 Did maintenance associate knock on door announcing the
7 department?
Were maintenance associate well groomed, wearing a
uniform and nametag?
8 Did maintenance associate correct the issue reported, or
offer a suitable alternative, and inquired if any additional
services were needed?
9 Did maintenance associate respond to the client request
within 15 minutes?
10 If the matter could not be resolved was the management
informed?
26 of 45
Yes No N.A.
6.4 Laundry 1 Was dry cleaning advertised as available 6 days a week and
Service laundry advertised as available 7 days a week unless dry
cleaning capabilities not available at destination?
2 Was pressing available 7 days a week?
3 Did laundry list include hours of service?
4 Did laundry list include collection/delivery instructions?
5 Did laundry list clearly state applicable prices?
6 Did list have option for folded or hung shirts?
7 Did valet amenity tray/pack include laundry bags?
8 Was the telephone answered within 3 rings and assistance
9 offered?
Was laundry/pressing collected within 10 minutes of request?
10 Did Villa/Suite Attendant knock on the door and announce
the department?
11 Did Villa/Suite Attendant address the client by name when
entering the villa/suite?
12 Did Villa/Suite Attendant verify that the client lists in the
laundry bag and the villa/suite number were accurately
13 Was laundry received before 10 a.m. returned the same day
and items received after 10 a.m. returned the next day?
14 Was all laundry delivered within specified time?
15 If any delay in delivery time, was client informed
16 immediately?
With pressing, were the garments returned within 1 hour of
them being collected?
17 Were all collected items returned and if so were they
returned as requested (i.e. folded, on a hanger etc.)?
18 If bill accompanied the laundry, was it clearly itemized and
19 totaled?
Were all laundry items appropriately cleaned?
20 Were all items appropriately pressed?
21 Were all articles free of odor?
22 If stain could not be removed from garment, was the client
informed through a printed card?
27 of 45
Yes No N.A.
23 Were all hanging garments returned on good quality hangers
(i.e. not wire)?
6.4 Laundry 24 Were articles on hangers covered in plastic/paper?
Service (con't)
25 Were folded items returned in a fabric-covered basket with
flowers and a "Thank you for using our Laundry Service" card
placed on top of the folded items?
26 Were small items such as underwear and socks returned in
the same basket as the folded clothing but wrapped
27 separately?
Were buttons returned intact and minor repairs performed as
needed or requested?
28 In the case of French cuffs, were clips used?
29 Were garments free of any staples or pins?
30 Were laundry tags removed from all items?
31 If a do not disturb sign, was on the door was a calling card
placed under the door?
32 If the clients were in the villa/suite upon the attendant's
departure, was an appropriate hospitality comment given
and assistance offered for any additional services?
33 If client personal belongings were found in the laundry, was a
Lost and Found Form prepared, the item(s) returned to the
client and his/her signature collected on the form?
34 If shoes were left out to be cleaned, were they returned
polished to a high standard?
OVERALL 65
EXPERIENCE
28 of 45
Yes No N.A.
7. Bar and Lounge Experience (Name:__________________)
7.1 Service 1 Were the minimum hours of operation 12 per day, 7 days a
week (subject to local laws)?
2 Was client acknowledged within 1 minute of arrival?
3 Did Waiter greet client in a pleasant and friendly manner?
4 Was Waiter dressed in a clean, pressed and complete
uniform with nametag?
5 Was Waiter well groomed?
6 Did Waiter maintain eye contact with the client?
7 Was the drinks order taken within 3 minutes of seating?
8 Did Waiter show good product knowledge when taking the
9 order?
Was Waiter able to explain drink preparations, vintages and
any special beverage promotions?
10 Did Waiter take orders with ladies first?
11 Did Waiter ask if client would like ice in his drink (if
12 applicable)?
Did Waiter maintain eye contact during order taking?
13 Were drinks served within 5 minutes of order?
14 Were all drink served from a tray?
15 Did Waiter handle glass from stem or base at all times?
16 Did Waiter supply and place drinks on coaster?
17 Was drinks order correct?
18 Was beverage poured in front of the client in the case of
canned, bottled or mixed drinks?
19 Were drinks served in the correct glassware?
20 Were glassed clean, polished and free of any cracks or chips?
21 Were garnished fresh and appropriate?
22 Was drink appropriately chilled (if applicable)?
23 In the case of a mixed drink, was a stir stick provided?
24 Did Waiter automatically offer snacks?
25 Was snack bowl/plate full?
29 of 45
Yes No N.A.
26 Did Waiter supply serviettes with the snacks/drinks?
30 of 45
Yes No N.A.
7.1 Service (con't) 27 Were the snacks fresh?
28 In case of shelled nuts or olives, was a pit bowl provided?
29 Were vacated tables promptly cleared?
30 Were all drinks cleared using a tray?
31 Did Waiter offer an additional drink within 2 minutes of glass
being empty?
32 Were empty glasses removed prior to new beverage
33 delivery?
Was a Barman or Waiter visible at all times?
34 Was bill provided within 3 minutes of request?
35 Was bill presented in a clean bill folder/tray with hospital
36 pen?
Was bill clearly itemized and correct?
37 Did Waiter collect payment promptly?
38 Did the Waiter return correct change?
39 If cash payment, was receipt automatically offered (i.e. bill
displays settlement by cash)?
40 Did associate have a good working knowledge of the English
41 language?
Did associate respect client's presence when interacting with
other colleagues?
42 Was associate attentive to the client's needs at all times?
43 Upon leaving the bar was the client thanked/acknowledged?
31 of 45
Yes No N.A.
7.2 Physical 1 Were tables in the bar consistently laid?
Condition
of Bar/Lounge 2 Were tiles/carpet clean and free of any stains or debris?
3 Were all light fixtures fully illuminated?
4 Were all walls clean and free of any chips, scuffs or marks?
5 Were all mirrors polished and free of any smudges?
6 Were all windows clean and free of any streaks or spots?
7 Were all plant and floral decorations fresh?
8 If a bar list was provided, was it clean and in good repair?
9 Was table steady?
10 Were table/chair legs free of any scuffs/scratches and
matching in color?
11 Was chair's upholstery clean, matching and in good repair?
12 Was bar counter clean, dry and free of any debris?
13 Were all brand bottles prominently displayed, free of any
dust with labels facing forward?
14 Was appropriate music played at a pleasant level?
OVERALL 57
EXPERIENCE
32 of 45
Yes No N.A.
8. Restaurant Experience (Name:_______________)
8.1 Reservations 1 Was the restaurant available 7 days a week?
2 Was telephone answered within 3 rings?
3 Did Hostess answer the phone with the appropriate greeting
(good morning/afternoon) and identify the department?
4 Did Hostess obtain the client's name and use it at least once
during the conversation?
5 Did Hostess obtain number of people dining?
6 Did Hostess ascertain dining time?
7 Did Hostess repeat and confirm the details?
8 Did Hostess thank the client?
8.2 1 Was the client greeted or acknowledged within 30 seconds
Arrival/Seating upon entering the restaurant?
2 Was the client greeted in a friendly and pleasant manner?
3 Did Hostess ascertain client's name and use it during
4 interactions?
If the restaurant was busy (and for clients without
reservation), were clients seated as promptly as possible?
5 Were clients offered a choice of seating?
6 Did Hostess seat the client within 1 minute of their arrival?
7 Did Hostess ask client to follow him/her to the table?
8 Did Hostess seat the client at a fully laid table?
9 Did Hostess offer chair assistance?
10 Was table seating properly adjusted to accommodate the
number of clients at the table?
11 Did Hostess remove covers, if necessary?
12 Did Hostess present the menu/beverage list?
13 Did Hostess explain any specials of the day/month where
applicable (i.e. soup, fish, etc.) or any items not available?
33 of 45
Yes No N.A.
8.3 Service 1 Was a cold towel served?
2 Was Waiter dressed in a clean, pressed and complete
uniform with nametag?
3 Was Waiter well groomed?
4 Did Waiter smile and exhibit a friendly manner?
5 Was a pre-meal drink offered within 5 minutes of seating?
6 Did Waiter approach and greet the client within 5 minutes to
take the food order?
7 Was Waiter able to explain any special food promotions and
all the menu items?
8 Was Waiter able to answer any questions with regard to the
menu and its ingredients?
9 Did Waiter take orders with ladies first?
10 Did Waiter maintain eye contact with the client ordering?
11 Did Waiter accommodate any reasonable off menu requests?
12 Did Waiter obtain full and complete orders (i.e. cooking
instructions, accompaniments, etc.)?
13 Did Waiter automatically suggest a starter for each client?
14 Did Waiter automatically suggest side orders (if applicable)?
15 Did Waiter automatically suggest mineral water with the
16 meal?
Did Waiter maintain eye contact with the client?
17 Did Waiter thank the client for the order?
18 Was the beverage order taken within 2 minutes of the food
19 order?
Did Waiter have good product knowledge with regard to the
20 beverages?
Was beverage served within 5 minutes of ordering?
21 Were bread/rolls and butter automatically served?
22 Did Waiter change cutlery to accompany order?
23 Was starter served within 15 minutes of order?
24 Was the main course served within 15 minutes of starter
being removed or within 25 minutes if no starter was
ordered?
34 of 45
Yes No N.A.
8.3 Service (con't) 25 Was correct starter/main course served to the appropriate
client without prompting?
26 In the case of two people dining, were dishes served to both
clients at the same time?
27 Was food served at the appropriate temperature?
28 Were appropriate condiments served with each food item?
29 Was client advised if the plate was hot?
30 Were all plated items served with as little disruption to the
client as possible?
31 Was plate crest positioned in either the 6 o'clock or 12
position accordingly?
32 Was order correct and complete?
33 Were all appropriate condiments automatically offered (i.e.
mint sauce, horseradish, mustard, ketchup etc.)?
34 Were condiments served in appropriate containers (i.e.
decanted from the bottle)?
35 Were dishes cleared within 3 minutes of all clients finishing
their meals?
36 Did Waiter remove side plate, side knife, butter and cruets
on completion of main course?
37 Did Waiter automatically offer additional bottle of water upon
completion of the first?
38 Did Waiter crumb down the table (if appropriate)?
39 Did Waiter automatically offer desserts?
40 Was dessert served within 10 minutes of order being taken
unless the associate informed the client of an expected
41 delay?
If no dessert was ordered, did Waiter offer an alternative (i.e.
cheese course)?
42 Did Waiter suggest post-meal drinks/cigars?
43 Did Waiter automatically offer coffee/tea?
44 Did Waiter clarify the client's coffee/tea preference (i.e.
cappuccino, espresso etc.)?
35 of 45
Yes No N.A.
45 Was coffee/tea served within 5 minutes of order or within 5
minutes of the dessert being cleared?
36 of 45
Yes No N.A.
8.3 Service (con't) 46 Did Waiter offer to pour the coffee/tea?
47 Was milk/cream offered with the coffee/tea?
48 Did a selection of petit fours/mints/pastries accompany the
coffee/tea (or equivalent)?
49 Did Waiter automatically offer coffee/tea refills?
50 Were ashtrays cleared every time a client extinguished a
51 cigarette?
Was bill provided within 3 minutes of request?
52 Was bill presented in a clean bill folder/tray with hospital
53 pen?
Was bill clearly itemized and correct?
54 Did Waiter collect payment promptly?
55 Did Waiter return correct change?
56 If cash payment, was receipt automatically offered (i.e. bill
displays settlement by cash)?
57 If credit card payment, did Waiter verify signature?
58 Did Waiter visit the table to ascertain at any point if service
was satisfactory?
59 Was client name used during the interaction?
60 Was any food not served to the client requirements given
complimentary or discounted?
61 Did Waiter have a good working knowledge of the English
62 language?
Did Waiter respect client's presence when interacting with
other colleagues?
63 Was Waiter attentive to the client's needs at all times?
64 Upon leaving the restaurant, was the client
thanked/acknowledged?
37 of 45
Yes No N.A.
8.4 Beverage 1 Was the drink correctly garnished?
Service 2 Was beverage pored in front of the client in case of canned,
bottled or mixed drinks?
3 Did Waiter handle glassware by the stem and base of glass
at all times?
4 Did Waiter offer an additional beverage within 2 minutes of
drink being empty?
8.5 Menu and 1 Was menu clean, in good repair and presented in English as
Food well as preferably local language?
2 Did restaurant menu offer a varied selection of dished (i.e.
starters, main courses and desserts)?
3 Were 2 vegetarian options available?
4 Was food presented in an appealing manner?
5 Did food directly resemble its description from the restaurant
6 menu?
Was food fresh and of good flavour?
7 Was food served at the correct temperature?
8 Was texture and color of the food acceptable?
9 Were portions of acceptable size?
10 Was food cooked as requested?
11 Were all tables in the restaurant consistently laid up?
12 Was tablecloth clean, pressed and free of any stains/tears?
13 Was correct cutlery used for its intended purpose and was it
clean and matching in pattern?
38 of 45
Yes No N.A.
8.5 Menu and 14 Was cutlery silver in the case of a formal restaurant and good
Food (con't) quality stainless steel in the case of an informal restaurant?
15 Was crockery clean, unchipped and matching in pattern?
16 Was glassware clean, unchipped and matching in pattern?
17 Was ice bucket clean and polished?
18 Was butter rolled/cut, fresh and well presented?
19 Was butter dish full?
20 Was napkin clean, pressed and free of any stains/tears
(paper serviettes are not acceptable)?
21 Were salt and pepper cruets available and if so clean and
22 full?
Did sugar selection include white, brown and sweetener?
23 In case of sugar cubes, were sugar tongs/spoons present?
8.6 Physical 1 Was the tiles/carpet free and clean of any stains or debris?
Condition of 2 Were all light fixtures fully illuminated?
Restaurant 3 Were all walls clean and free of any chips, scuffs or marks?
4 Were all mirrors polished and free of any smudges?
5 Were all windows clean and free of any streaks or spots?
6 Were all plant and floral decorations fresh?
7 Were side stations clean at all times?
8 Was the table steady?
9 Were the table/chair legs free of any scuffs/scratches and
matching in color?
10 Was the chair's upholstery clean, matching and in good
11 repair?
Was restaurant free of any noise/odor from the kitchen?
OVERALL 123
EXPERIENCE
39 of 45
Yes No N.A.
9. Public Area
9.1 Exterior/ 1 Was exterior of the hospital clean and well maintained (i.e.
Grounds paint work, bricks, woodwork, canopies etc.)?
2 Were all of the grounds well kept (if applicable)?
3 Was driveway easily accessible with either parking or a valet
system present?
4 Was disabled access present (i.e. ramps)?
5 Were all exterior floral displays/planters fresh and attractive
in appearance (if applicable)?
6 Was all hospital signage in good repair?
9.2 Lobby 1 Was there a sitting area in the lobby?
2 Was the décor fresh in appearance and of a high standard?
3 Was all flooring in good repair and not worn in appearance?
4 Was all furniture well maintained and of a high standard?
5 Was Lobby reception clean and uncluttered?
6 Were shops/showcased kept clean and well maintained?
7 Were pads/pencils next to the house telephones?
8 Were attractive fresh floral decorations present?
9 Was all lighting in good working order?
9.3 client Room 1 Was all flooring in good repair and not worn in appearance?
Corridor (for non 2 Was the décor fresh in appearance and of a high standard?
resorts) 3 Were corridors appropriately lit?
4 Were all corridors wide and spacious?
5 Was all paint/wood/wallpaper work free of scuffs?
6 Was all furniture clean, well maintained and of a high
7 standard?
Were surfaces/mirrors dust free/smear free (tabletops,
8 pictures etc.)? and windows clean and well maintained?
Were curtains
9 Was a house telephone present on the floors?
10 Was all hospital signage adequate, clean and in good repair?
11 Were all fire exits and accessories clearly marked?
40 of 45
Yes No N.A.
9. Public Area
12 Were corridors and stairwell clean and free of obstruction?
41 of 45
Yes No N.A.
9. Public Area
9.4 Restroom 1 Were restrooms well maintained and adequately ventilated?
2 Was sufficient lighting available?
3 Was all wall paper/tiles/paintwork free of any
4 holes/chips/scuffs?
Were toilets, urinals and sinks clean and in good working
5 order?
Were cubicles clean, in good repair with coat hooks present?
6 Was a liquid soap dispenser available?
7 Were sufficient good quality hand towels available?
9.5 Lift 1 Were lifts attractive in their presentation?
2 Were all lifts well maintained (i.e. flooring, walls, lighting )
and in good working order?
OVERALL 36
EXPERIENCE
42 of 45
Yes No N.A.
10. Departure Experience
10.1 Bell Service 1 Was luggage picked up from the client villa/suite on time, as
mentioned in the check-out letter or, otherwise, within 10
minutes of the request?
2 Did Lobby Host/Guest Services Agent/Bellboy/Bellwoman
answer the telephone within 3 rings?
answer the phone with appropriate greeting and identify the
4 department?
Did Lobby Host/Guest Services Agent/Bellboy/Bellwoman
confirm number of luggage pieces?
5 Did Lobby Host/Guest Services Agent/Bellboy/Bellwoman use
the client name at least once during the conversation?
thank the client?
7 If there is a delay in luggage collection was client informed of
the delay and new collection time?
8 Did Bellboy/Bellwoman knock lightly on the door 3 times and
announce himself?
9 Was Bellboy/Bellwoman well groomed, wearing uniform and
10 name tag?
Did Bellboy/Bellwoman greet the client in a warm and
11 friendly manner?
Did Bellboy/Bellwoman use the client name at least once
during the interaction?
12 Did Bellboy/Bellwoman enquire if the client required any
13 transport?
Did Bellboy/Bellwoman have a good working knowledge of
the English language?
14 Did Bellboy/Bellwoman thank the client?
15 Were luggage storage/parking/transportation options
16 provided?
Was luggage to be stored tagged and corresponding tag(s)
given to the clients and were tags removed upon collection
17 Was the layout of luggage tag per hospital standards (two
sections, carrying hospital logo and control number)?
18 Was luggage handling smooth and careful?
43 of 45
Yes No N.A.
10.2 Check-out 1 Was the Lobby Host area associate well groomed, wearing
uniform and name tag?
2 Was client acknowledged within 30 seconds of approaching
3 desk?
Was each client greeted appropriately in a warm and friendly
4 manner?
Was client name used throughout the process?
5 Did Lobby Host verify client's villa/suite number/name?
6 Did Lobby Host print folio and present to client for
7 verification?
Were the charges reviewed with the client, method of
payment verified and the final receipt presented to the
8 Was folio accurate and complete?
9 Did Lobby Host verify any last minute charge and post
10 accordingly?
Did Lobby Host complete transaction in a quick and efficient
11 manner?
If client is settling by credit card was standard hospital pen
12 offered?
Was folio presented to client neatly in a bill folder/envelope?
13 Did the Lobby Host inquire about the client's stay and offer
assistance as necessary to ensure that all issues were
resolved prior to departure?
14 Did Lobby Host offer client assistance with luggage?
15 Did Lobby Host offer and invitation to return?
16 Did Lobby Host thank the client?
17 Were appropriate closing remarks made along with a local
18 gesture?
Did Lobby Host maintain eye contact with the client?
19 Did Lobby Host have a good working knowledge of the
English language?
20 Was Lobby Host desk clean and tidy?
21 Was area behind the lobby reception free of clutter?
44 of 45
Yes No N.A.
10.3 Doorman 1 Did Doorman automatic offer assistance in obtaining
Services transport at the point of departure?
2 Was Doorman well groomed, wearing uniform and nametag?
3 Did Doorman greet the client in a warm and friendly manner?
4 Did Doorman use the client name at least once during the
5 interaction?
Did Doorman pack client's luggage into transport and
confirm the number of luggage pieces at the point of
6 departure?
Did Doorman open car door for the client?
7 Did Doorman have a good working knowledge of the English
8 language?
Did Doorman thank the client and wish them a pleasant
OVERALL 47 journey?
EXPERIENCE
45 of 45

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Banyan Tree Hotels and Resorts

Company Visitor Assessment

Royale Hayat Hospital Kuwait

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