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Cover Sheet
Quality Assurance Audit
| Property Details: | Audit Details |
| Brand: | Audit Dates: |
| Region: | Auditor 1 Name: |
| Property Name: | Auditor 2 Name: |
| General Manager: | Audit Type: |
Results At-A-Glance
| ERROR:#DIV/0! | Category | Score |
| Reception Area: | 0% |
| Front Desk: | 0% |
| Hk/Custodial Services: | ERROR:#DIV/0! |
| Maintenance : | 0% |
| Facility Requirements: | 0% |
| Personnel/Training Management: | 0% |
| Financial/PMS Management: | 0% |
| Logistics Management: | 0% |
| Food & Beverage: | 0% |
| Automatic Failures | |
| Room Cleanliness: | ERROR:#DIV/0! |
| Fire Inspection: | Failed |
| Quick Overview Summary |
| [Short summary of Three good points and any major concerns toward Zumwalt Status] |
Active Non-Compliance Waivers
The General Manager is responsible for measuring and ensuring program standards are met for the assigned property. Any deviations from program standards require a documented waiver.
Standard Description Justification End Date
Areas of Concern Action Plan
The General Manager is responsible for ensuring action plans are in place for points lost. Losing points in the same standard two years consecutively will result in double the points lost in that standard. Below are the highest amounts lost.
Points Standard/Violation Action Plan
Points Distribution
Reception Area: Front Desk: Hk/Custodial Services: Maintenance Facility Requirements: Personnel/Training Management: Financial/PMS Management: Logistics Management: Food & Beverage: Total Points Missed Overall: 0 0 0 0 0 0 0 0 0 0
Score Card
| SCORE CARD | | | | |
| PROPERTY: | | DATES EVALUATED: | | |
| Max Achievable Points: | 687 | Total Achieved Points: | ERROR:#DIV/0! | ERROR:#DIV/0! |
| AREA 1 A | 36 | 0% | AREA 1 B | 168 | 0% |
| A. RECEPTION AREA | MAS | RATING | B. FRONT DESK | MAS | RATING |
| (1) MAIN BUILDING & FRONT DESK | 10 | 0 | (1) Front Desk Process | 43 | 0 |
| (2) REGISTRATION/GENERAL PARKING AREAS | 8 | 0 | (2) Materials/Items Available at Front Desk | 18 | 0 |
| (3) LOBBY & COMMON AREAS | 18 | 0 | (3) Reservation Process | 14 | 0 |
| | | (4) Funds Handling | 44 | 0 |
| TOTAL SCORE FOR AREA 1A | 0 | | (5) Lost and Found | 9 | 0 |
| | | (6) Lodging System Administration | 10 | 0 |
| AREA 1 C | 274 | ERROR:#DIV/0! | (7) Groups & Public Space Rental | 6 | 0 |
| C. HK AND CUSTODIAL SERVICES | MAS | RATING | (8) Key Controls | 19 | 0 |
| (1) Housekeeping (General) | 18 | 0 | (9) Storage Areas | 5 | 0 |
| (2) HK Standards and General Room Req. | 233 | ERROR:#DIV/0! | | | |
| (3) Guest Information in All Rooms | 1 | 0 | TOTAL SCORE FOR AREA 1B | 0 | |
| (4) Custodial Services in Common Areas | 12 | 0 | | | |
| (5) Housekeeping Quality Control | 5 | 0 | AREA 1 D | 21 | 0% |
| (6) Storage Areas | 5 | 0 | D. MAINTENANCE | MAS | RATING |
| | | (1) Maintenance/Equipment Management | 14 | 0 |
| TOTAL SCORE FOR AREA 1C | ERROR:#DIV/0! | | (2) Storage Areas | 7 | 0 |
| AREA 1 E | 57 | 0% | TOTAL SCORE FOR AREA 1D | 0 | |
| E. FACILITY REQUIREMENTS | MAS | RATING | | | |
| (1) General Facility Standards | 26 | 0 | AREA 2 A | 36 | 0% |
| (2) Guest Laundry Rooms | 10 | 0 | A. PERSONNEL/TRAINING MANAGEMENT | MAS | RATING |
| (3) In House/Commercial Laundry | 11 | 0 | (1) General Manager Responsibilities | 14 | 0 |
| (4) Team Member Break Areas | 4 | 0 | (2) Property Webpage | 10 | 0 |
| (5) Swimming Pool | 6 | 0 | (3) Training Requirements | 10 | 0 |
| | | (4) Team Relations | 2 | 0 |
| TOTAL SCORE FOR AREA 1E | 0 | | | | |
| | | TOTAL SCORE FOR AREA 2A | 0 | |
| AREA 2 B | 52 | 0% | | | |
| B. FINANCIAL/PMS MANAGEMENT | MAS | RATING | AREA 2 C | 26 | 0% |
| (1) NAF Management | 22 | 0 | C. LOGISTICS MANAGEMENT | MAS | RATING |
| (2) Property Management System | 10 | 0 | (1) Inventory Control/Equip/Keys/Sup | 2 | 0 |
| (3) Government Purchase Card | 20 | 0 | (2) Safety And Energy Conservation | 24 | 0 |
TOTAL SCORE FOR AREA 2B 0 TOTAL SCORE FOR AREA 2C 0
| AREA 2 D | 17 | 0% |
| C. FOOD & BEVERAGE | MAS | RATING |
| (1) Dining Area | 4 | 0 |
| (2) Sundry & Food | 13 | 0 |
TOTAL SCORE FOR AREA 2D 0
ACCREDITATION SCORE SHEET
Formulas
| Overall Percentage of Points Achieved | Total Possible Points | Total Points Earned |
| ERROR:#DIV/0! | 687 | ERROR:#DIV/0! |
| SCORING GRAPH DETAIL | | ERROR:#DIV/0! |
| Reception Area: | 0 | ERROR:#DIV/0! |
| Front Desk: | 0 | ERROR:#DIV/0! |
| Hk/Custodial Services: | ERROR:#DIV/0! | ERROR:#DIV/0! |
| Maintenance | 0 | |
| Facility Requirements: | 0 | ERROR:#DIV/0! |
| Personnel/Training Management: | 0 | ERROR:#DIV/0! |
| Financial/PMS Management: | 0 | ERROR:#DIV/0! |
| Logistics Management: | 0 | ERROR:#DIV/0! |
| Food & Beverage: | 0 | |
| Total Points Missed Overall: | ERROR:#DIV/0! | |
| Automatic Fails | | | |
| Failed Fire Inspection | 0 | 0 | Failed |
| 50% Room Cleanliness | ERROR:#DIV/0! | ERROR:#DIV/0! | ERROR:#DIV/0! |
| Room Point Weight Re/Distribution | | | ERROR:#DIV/0! |
| Total Points without Room Cle/Con | 460 | 7 | ERROR:#DIV/0! |
| Room Condition (always 13% overall) | 89 | | ERROR:#DIV/0! |
| Room Cleanliness (always 20% overall) | 137 | | ERROR:#DIV/0! |
| 687 | | |
| Cleanliness % Passed | ERROR:#DIV/0! | | |
| Condition % Passed | ERROR:#DIV/0! | | |
| Room Conditions Awarded Points | ERROR:#DIV/0! |
| Room Cleanliness Awarded Points | ERROR:#DIV/0! |
Scoring Breakout
BRAND STANDARDS SCORING BREAKOUT
| Standards valued at one point are scored as follows: | | |
| 1 point = Achieved | |
| 0 points = Not Achieved | |
| ***See "Instructions and Scoring" tab for break down of scoring by standards that are not valued at 1 point. | | |
| TOTAL RATING MAXIMUM POINTS POSSIBLE: | 687 |
| (BASED ON THE MAXIMUM POINTS POSSIBLE) | | | | |
| Needs Improvement - <84% | 579 | and lower | | |
| Acceptable - 85% | 580 | Minimum | 613 | Maximum |
| Accredited - 90% and higher | 614 | and higher | 648 | Maximum |
| Zumwalt Eligible - 95% and higher and all Zumwalt Standards | 649 | and all Zumwalt Standards | | |
| *Minimum 90% = ACCREDITED |
| *Minimum 95% or higher = ZUMWALT ELIGIBLE |
| *Minimum 95% or higher and ALL Zumwalt Standards = ZUMWALT |
AREA 1 - DIRECT GUEST IMPACT:
| A. TIER 1 - Reception Area: | 36 |
| B. TIER 2 - Front Desk: | 168 |
| C. TIER 3 - Housekeeping and Custodial Services: | 274 |
| D. TIER 4 - Maintenance | 21 |
| E. TIER 5 - Facility Requirements | 57 |
| Total Points for AREA 1 - DIRECT GUEST IMPACT | 556 |
AREA 2 - PROGRAM MANAGEMENT:
| A. TIER 6 - Personnel and Training Management : | 36 |
| B. TIER 7 - Financial and PMS Management: | 52 |
| C. TIER 8 - Logistics Management: | 26 |
| D. TIER 9 - Food and Beverage Management: | 17 |
| Total Points for AREA 2 - PROGRAM MANAGEMENT | 131 |
| OTHER SCORING NOTES: |
| All documentation must be current. |
All administrative items must be available by volume. Any items over 12 months old shall be purged from the binders to reflect current and up to date copies.
Copy of all approved program standard waivers must be filed appropriately.
CORE POINTS BREAKDOWN
STANDARDS POINT BREAKDOWN
1A-Reception Area
| AREA 1 CATEGORY A | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
| RECEPTION AREA | | | |
| 36 | 0 | |
| 1 | MAIN BUILDING & FRONT DESK | 10 | 0 | COMMENTS |
| a | Directional signs are posted from the installation's main gate to the lodging property registration desk. | 1 | | |
| b | Exterior signs identifying the location of the lodging registration desk are present and in good condition. (NGIS Only) | 1 | | |
| c | Exteriors, sidewalks/stairs, and light fixtures are working, clean and free from safety hazards. | 3 | | |
| d | The grounds (edging/flowerbeds/shrubs) within 50' of lodging buildings are pruned and well maintained. There is enhanced curb appeal that is welcoming and pleasing to the eye. | 3 | | |
| e | All exterior building entrances/exits can be secured or access restricted. (Documentation for NGIS) | 2 | | |
| 2 | REGISTRATION/GENERAL PARKING AREAS | 8 | 0 |
| a | Designated parking spots are identified for guest registration and handicap accessible (HA) vehicles. *Designated guest registration not required for Navy Lodge due to portico. | 2 | |
| b | Is the parking lot well maintained, free of pot holes, cracks, and appropriately striped. | 1 | |
| c | All building entrances and parking lots are clean, free of debris and well lit in accordance with local safety and security policies. | 2 | |
| d | Is the exterior of the building well maintained and in good condition. *Capital plan or active documentation for repair | 1 | |
| e | Vehicle parking is provided for 50% of guest rooms unless physically constrained. Vehicle parking adjacent to lodging buildings is reserved for guest use. | 1 | |
| f | The monument sign(s) are visible from the street and lit correctly. | 1 | |
| 3 | LOBBY & COMMON AREAS | 18 | 0 |
| a | Signs are kept to a minimum, professionally done, and positively worded. No visibly taped permanent, hand written signage. Computer generated signs are permitted for short term events or notices. All must have brand appropriate logos (available on HUB NHG pages) | 2 | |
| b | Luggage or bellman carts are available, operational and well maintained. | 1 | |
| c | The vestibule, lobby and common areas present a clean and professional appearance with well maintained, easily cleaned/sanitized commercial mid-grade furniture. | 1 | |
| d | Welcome Home Statue is on prominent display in the lobby. (Navy Lodge Only) | 1 | |
| e | The lobby T.V. is showing appropriate content (e.g. news, weather). | 1 | |
| f | Lobby floor space is minimally restricted (by furnishings, fixtures, and equipment) to allow free access for guests with mobility issues. Seating areas are well-proportioned to the space available and at a minimum can accommodate one small group (e.g., a sofa and two arm chairs). | 1 | |
| g | Adequate site lighting is provided in lobby, all walkways, guest common areas, and entries including recreational areas. All emergency lighting, including building exit signs, are operable. Provide documentation if installation is operating in a lighting reduced energy conservation program. | 3 | |
| h | If business center present, a minimum of one internet connected computer and access to printer is available for guests. | 1 | |
| i | A restroom is located in the lobby or an easily accessible public area. | 1 | |
| j | The public restroom guest supplies are adequately stocked (Paper towels, toilet paper, etc.). | 1 | |
| k | Coffee service is available for guests. NGIS - 24 hour, NL 6am - 9am | 1 | |
| l | An access ramp meeting American Disabilities Act requirements is available. (Documentation for NGIS) | 2 | |
| m | Handicap accessible doors are provided, working, and well maintained. (Documentation for NGIS) | 2 | |
1A REGISTRATION
1A RECEPTION AREA
1B-Front Desk
| | AREA 1 CATEGORY B | |
| FRONT DESK | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
168 0
| 1 | FRONT DESK PROCESS | 43 | 0 | COMMENTS |
| a | The Guest Registration Desk is open 24 hours a day and at least one associate is in the vicinity of the front desk at all times. Lock boxes acceptable at approved Navy Lodges. | 1 | | |
| b | Guest ID cards are validated/verified at check in and DoD ID number is entered in the ID field in EPITOME. | 2 | | |
| c | Guests are briefed on room rates, departure dates, check out time, and asked for an email address at check-in. | 2 | | |
| d | Guests sign the guest registration form advising them of their obligation to pay all incurred charges and damages. Manual changes to registration cards are not authorized. A new registration card is printed and re-signed when changes are made. Only vehicle information is acceptable to be handwritten. | 2 | | |
| e | Settlement method on the registration card matches the settlement method in system. (Navy Lodge Only) | 2 | | |
| f | All registration cards and printed folios must be secure/locked. | 3 | | |
| g | Guests are provided with verbal directions and a computer generated printed map identifying location of building and room at the time of check in. Map will be clear and legible. Separate from the Base map requirement. (NGIS Only) | 1 | | |
| h | Guests are provided with verbal directions and explained breakfast hours during check in. (Only if Breakfast is served) | 2 | | |
| i | Housekeeping options are discussed with the guest at check in and there is a clear understanding of when housekeeping service will be provided. The staff alters housekeeping cleaning schedules based on guest's desire. | 2 | | |
| j | The "new" folder for credit card settlements consist of only today's postings. (Navy Lodge Only) | 2 | | |
| k | The "reject" folder for credit card settlements consists of only opposing transactions. Documentation exists and has been approved for any variances. (Navy Lodge Only) | 2 | | |
| l | Credit cards are authorized/charged according to brand standards. | 3 | | |
| m | There is no potential for a PII breach to occur. | 3 | | |
| n | Passwords are not being shared or disclosed to other associates. | 3 | | |
| o | "Non-guaranteed" reservations are cancelled according to brand standards and rooms made available. (1600 for both Brands) | 1 | | |
| p | At check out, guests are addressed professionally, asked about stay, and email address is verified. | 1 | | |
| q | Manual front desk procedures are in place and can they be demonstrated by Front Desk. All manual procedure forms are accounted for and include a control number. | 2 | | |
| r | All pet agreements are filled out, signed by pet owner and attached to guest folio, when applicable. | 1 | | |
| s | A secured luggage storage area is provided. | 1 | | |
| t | Two part luggage claim tags are provided and used. | 1 | | |
| u | The Front Desk is clean, organized, and uncluttered. Doors to offices and back areas are closed. | 2 | | |
| v | No Show reservations annotated on the Guest Information Worksheet (GIF)" in PMS in the Open field inserting the letters "NS". Confirmation letter is printed and filed with daily audit pack. *NGIS may use the Notes section if "Open" field is not available. | 1 | | |
| w | Are guests on the Wait List contacted if space comes available in order to capture potential revenue. | 1 | | |
| x | The guest service area has modest enhancements to include ergonomic front desks to support well-being of staff and capacity to serve multiple guests during peak hours. | 1 | | |
| y | All staff knowledgeable of lodge features: including location of vending area, guest laundry, suite/meeting rooms, elevators, etc. | 1 | | |
| 2 | MATERIALS/ITEMS AVAILABLE AT THE FRONT DESK | 18 | 0 |
| The following items available at the front desk: | | |
| a | List of available on installation Food & Beverage facilities and local restaurants with hours of operation | 1 | |
| b | List of local hotels/motels | 1 | |
| c | Installation Community Activities phone numbers and hours of operation | 1 | |
| d | Listing of emergency facilities and phone numbers | 1 | |
| e | List of local kennels and local pet policy | 1 | |
| f | Professionally printed/reprinted installation and local maps | 1 | |
| g | Local Guest Comment Cards (with property's return mailing address printed) or QR code | 1 | |
| h | Bomb Threat Checklist (next to phone) | 1 | |
| i | Emergency binder/Emergency Action Plan | 1 | |
| j | List of local Electric Car Chargers | 1 | |
| The following items readily available to guests at the front desk: | |
| k | Razors (individually wrapped in plastic) | 1 |
| l | Shaving Cream | 1 |
| m | Toothbrush (individually wrapped in plastic) | 1 |
| n | Toothpaste | 1 |
| o | Extra in-room condiments (sugar, creamer, artificial sweetener) | 1 |
| p | Extra in-room coffee (regular & decaf) and regular tea | 1 |
| q | Access to extra bath and bed linen for after hours requirements. | 1 |
| r | Access to extra light-bulbs and toilet paper | 1 |
| 3 | RESERVATION PROCESS | 14 | 0 |
| a | The Front Desk can explain the cancellation policy and verify policy is explained to guests. | 2 | |
| b | The Front Desk can explain the leisure traveler policy. | 2 | |
| c | The Front Desk can explain the Certificate of Non Availability (CNA) policy. | 2 | |
| d | The Front Desk are thoroughly knowledgeable of reservation procedures. | 2 | |
| e | Reservations are transferred to the DOD RC. | 2 | |
| f | Service inventory items are recorded on appropriate guest's folios utilizing the "specials key". The In-house Specials Report GO45 is reviewed daily and equipment is periodically inventoried. (i.e. rollaway, cribs, etc.) | 2 | |
| g | Front Desk upsells and maximizes the use of all inventory. | 2 | |
| 4 | FUNDS HANDLING | 44 | 0 |
| a | The Cashier Audit (G008) and Close Bank Report are submitted with the cashier’s report with two signatures except for the first drop on the night audit shift. (Only where cash is used) | 2 | |
| b | Proper cash handling procedures used during shift close. Including but not limited to counting in a secure location, verification of bank. (Review Form G077) (Only where cash is used) | 2 | |
| c | Lockable, numbered money bags used for dropping cash receipts. Keys are not maintained at Lodging. (Only where cash is used) | 2 | |
| d | Bank balance verified. Cash drawer must remain locked any time guest service representative leaves the front desk for any reason. If a cash bank is not in use for greater than one day, the drawer(s) must be locked in the safe or safety deposit box. (Only where cash is used) | 2 | |
| e | No bags should be deposited or removed from the safe without dual verification and notation in page numbered, bound log book. Cash amount is not noted in the log book. Logs maintained for custody and movement of locked money bags. Limited access to drop safe. (Only where cash is used) | 2 | |
| f | The NEXCOM vending fund is in balance, secured at all times, and all documentation accounted for. | 2 | |
| g | All adjustments made to folios must be approved by a GSR Supervisor, Manager on Duty (MOD) or the General Manager only. Examples of adjustments include PCS discount coupons; duplicated charges; guest no shows that are being reversed; courtesy adjustment of late check-out fees; etc. | 2 | |
| h | An adjustment log must be maintained at the front desk with columns for guest name; guest number; adjustment amount; adjustment reason; approver signature (must be GSR Supervisor, General Manager, or MOD). Signature must be full name and legible. Initials are not acceptable. | 2 | |
| i | Copies of the folio and PCS discount card (if applicable) should be maintained with the Adjustment log. Retention period is two years. | 2 | |
| j | Annual cash handling training is completed and documentation available for review. | 2 | |
| k | Cash bank chain of custody is current (within 1 year) and available on property. (Only where cash is used) | 2 | |
| l | Safe combinations or keys are changed annually or with change of management. (Only where cash is used) | 2 | |
| m | Only approved personnel have access to the safe. (Only where cash is used) | 2 | |
| n | All safe keys are inventoried and secured at all times. (Only where cash is used) | 2 | |
| o | Safe is mounted to the floor. (Only where cash is used) | 2 | |
| p | The Cashier Office at the NEX is the only authorized area to cash checks for cash only. Guest Service Representatives may accept checks for the amount of the payment only and are prohibited from accepting two party checks or company checks except for approved and documented groups. (Financial Manual 7308) (Navy Lodge Only) | 2 | |
| q | Customer payment policies are enforced for individuals and groups according to Brand Standards. Cash paying guests maintain a credit or zero balance. Groups billed in accordance with the Brand Standards. | 2 | |
| r | Shift cash overages and shortages are researched, documented and approved by management. (Only where cash is used) | 2 | |
| s | Do GSR's understand the walk policy? When local hotel is utilized, guests provided the name, phone number, reservation, directions, and referral card. (Navy Lodge Only) | 2 | |
| t | NHG only accepts credit and debit cards that are physically present and have the name of the guest embossed on the card. An exception is allowed in extraordinary situations. To ensure the cardholder has approved their credit or debit card to be used to apply a payment on a guest’s account, it is mandatory that written authorization be provided in advance of the guest’s check-in. Form NLP/10 (Credit/Debit Card Authorization Form) is the authorized form to be used for approval to process third party credit/debit cards. (Financial Manual 7310) | 2 | |
| u | Command checks (i.e., Navy Relief) are endorsed “for deposit only”. Personal checks are not accepted. (NGIS Only) | 2 | |
| v | Anti-robbery training has been completed and the "Robbery Procedures Packet" is present. Verified via LEARN. | 2 | |
| 5 | LOST & FOUND | 9 | 0 |
| a | The Lost and Found module is utilized in the Property Management System (PMS). | 2 | |
| b | Items are secured according to brand standards. Disposal processes are adhered to according to brand standards. Documentation of lost and found procedures required. No lost & found items can be kept, i.e., no personal items, food, drinks are maintained or given away to staff members or customers. | 3 | |
| c | All non-consumable items left behind after a guest checks out shall be stored and labeled to include the guest's name, date found, room number or location found, and the Brand specific control number. | 2 | |
| d | All attempts to contact the guest shall be documented with a minimum of date, time, and outcome of attempt recorded, locally. | 2 | |
| 6 | LODGING SYSTEM ADMINISTRATION | 10 | 0 |
| a | PMS user codes are managed according to Brand Standards. | 2 | |
| b | The PMS key interface is operational and in use by staff. (Navy Lodge Only) | 2 | |
| c | IPU locked in cabinet under desk with log book maintained for access. (Navy Lodge Only) | 2 | |
| d | Computers are cleaned and free of dust. | 2 | |
| e | Router and fire wall equipment is locked in a mounted cabinet with log book maintained for access. (Navy Lodge Only) | 2 | |
| 7 | GROUPS & PUBLIC SPACE RENTAL | 6 | 0 |
| a | The Group Reservation Commitment Agreement is utilized for all groups per brand standards. All fields are completed and signed by all parties prior to the check-in date of confirmed reservations. Groups for current, previous and future 30 days will be reviewed. No PII or PCI information maintained. | 2 | |
| b | Permanent accounts are used to transfer master group accounts to A/R to reflect a zero balance. Transfers must occur no later than 7 days after the group's departure date. Permanent accounts for groups staying longer than 30 days must be transferred to A/R each month to reconcile to a zero balance. All transfers must occur no later than the 7th of each month (e.g. 7 August for July's activity). | 2 | |
| c | Do all associates know how to update group bookings? | 2 | |
| 8 | KEY CONTROLS | 19 | 0 |
| a | Master/Emergency key is maintained in a mounted locked red box with breakaway emergency glass, in an area accessible to NHG staff or emergency personnel at all times. List with signatures is maintained with who has a key to access the red box. Test to ensure key works and is not expired. | 3 | |
| b | Master Key Inventory list maintained with a proper sign in & out sheet at the front Desk. All keys are secured in a locked box at the end of the day. | 3 | |
| c | Emergency (Fail Safe) Guest Room Keys are available and verified. Test to make sure they work. | 2 | |
| d | Housekeeping and maintenance keys are maintained in a secure location and a log book is maintained to track location of the keys. Keys should be inventoried by supervisory staff daily. | 3 | |
| e | Staff keys are maintained in a secure location. Keys coded to a specific lock should be inventoried by front desk staff on each shift. | 2 | |
| f | Master keys are not to be removed from the property. This is to include management master keys. | 3 | |
| g | GM must have a master inventory of all keys on the property. | 3 | |
| 9 | STORAGE AREAS | 5 | 0 |
| a | All administrative and front desk warehouse/supply storage areas including utility sinks are organized and clean, and all items stored on shelving, with nothing on the floor or 18" from the ceiling. | 2 | |
| b | Storage locations are secured when not in use or occupied, access-limited, and rodent-free. | 2 | |
| c | Storage areas free of personal items e.g. purses, bags, shoes, personal food and/or beverages. | 1 | |
1B FRONT DESK
1B FRONT DESK
1C-HK Custodial
| AREA 1 CATEGORY C | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
| HOUSEKEEPING AND CUSTODIAL SERVICES | | | |
| 274 | ERROR:#DIV/0! | |
| 1 | HOUSEKEEPING (General) | 18 | 0 | COMMENTS |
| a | The room status is updated in the PMS at a minimum of 3 times during the day or as rooms are cleaned and inspected. | 2 | | |
| b | The room status is updated using the PMS telephone interface where applicable. | 2 | | |
| c | Housekeeping team members use the housekeeping daily assignment report (O004) generated from the PMS. Assignments are made using team member names and updated daily as mission needs dictate. Housekeeper name may be handwritten. | 1 | | |
| d | Housekeeping carts are neat and clean. | 2 | | |
| e | Housekeeping carts are well stocked. | 2 | | |
| f | Team members can operate all appliances in guest room (coffee maker, microwave, clock radio). | 3 | | |
| g | Housekeeping provides full service per brand standards to occupied rooms unless a "Do Not Disturb" is displayed. | 1 | | |
| h | Housekeeping service is provided to Limited Service rooms 3 days per week. | 1 | | |
| i | All Housekeeping requests are responded to within 30 minutes during normal business hours. | 1 | | |
| j | All staff knowledgeable of property features: including location of vending area, guest laundry, suite/meeting rooms, elevators, etc. | 1 | | |
| k | Cribs & rollaway must be covered when in storage. | 1 | | |
| l | Linen - Towel Inventory Par level and log maintained and accurate. (2 Par minimum) | 1 | | |
| 2 | HOUSEKEEPING STANDARDS AND GENERAL ROOM REQUIREMENTS | 233 | ERROR:#DIV/0! |
| a | Overall Room Condition: All equipment, appliances, and fixtures in guest rooms are operational and in good condition, no excessive scratches, dents, chips, discoloration or permanent stains. If passing, "achieved score" will match "max achievable score". If fail, "achieved score" will be 0. Score manually input. | 89 | ERROR:#DIV/0! |
| b | Overall Room Cleanliness/Amenities: A room fails room cleanliness/amenities when there are 4 or more findings. If a property fails over all room cleanliness then the highest Overall achievable rating will be "Needs Improvement". If passing, "achieved score" will match "max achievable score". If fail, "achieved score" will be 0. Score manually input | 137 | ERROR:#DIV/0! |
| c | Deep cleaning is conducted through out the facility at a minimum of one (1) time per year. Individual room checklists are completed for each room. (Documentation Needed/Spot check) | 2 | |
| d | At a minimum, bed linens are changed every 7 days and between guest stays. | 2 | |
| e | Housekeepers are able to describe the correct "Bed Bug Procedures" | 2 | |
| 3 | GUEST ROOM INFORMATION | 1 | 0 |
| a | Guest Directory QR Code posted on the back of the door in each guest room or guest directory is viewable on the television. | 1 | |
| 4 | CUSTODIAL SERVICES IN COMMON AREAS | 12 | 0 |
| Provided daily in all Common Areas: | | |
| a | Clean walls and ceilings free of damage. | 2 | |
| b | Clean and operational exhaust and ceiling fans (if installed). | 2 | |
| c | Clean window sills, window tracks, and window treatments. | 2 | |
| d | Clean floors, carpets, appliances and furnishings. | 2 | |
| e | Emptied and cleaned (inside and out) trash containers. | 2 | |
| f | The vending and retail areas are clean and free of dust under, behind, and on top of machines and equipment. | 2 | |
| 5 | HOUSEKEEPING QUALITY CONTROL | 5 | 0 |
| a | Inspections are performed on all guest rooms types to include vacant and stay over weekly. Inspections should rotate to ensure ALL spaces are reviewed. Inspection summary sheet/log will be maintained for 90 days. The inspections may be completed by the Management, Department Management and Department Supervisory Associates. 10% of all rooms, not beds, must be inspected weekly. | 5 | |
| 6 | STORAGE AREAS | 5 | 0 |
| a | All housekeeping warehouse/supply storage areas, including utility sinks are organized and clean, and all items stored on shelving, with nothing on the floor or 18" from the ceiling. | 2 | |
| b | Storage locations are secured when not in use or occupied, access-limited, and rodent-free. | 2 | |
| c | Storage areas free of personal items e.g. purses, bags, shoes, personal food and/or beverages. | 1 | |
1C HOUSEKEEPING AND CUSTODIAL SERVICES
1C HOUSEKEEPING AND CUSTODIAL SERVICES
1D-Maintenance
| AREA 1 CATEGORY D | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
| MAINTENANCE | | | |
| 21 | 0 | |
| 1 | MAINTENANCE/EQUIPMENT MANAGEMENT | 14 | 0 | COMMENTS |
| a | Engraved or computer generated "out of order" signs, with an expected repair date, are posted on broken equipment in common areas. | 1 | | |
| b | A log is maintained to track work orders. | 1 | | |
| c | All standard maintenance work orders are documented with follow-up actions and completion dates. | 2 | | |
| d | All maintenance work requests received during normal business operating hours are responded to within 30 minutes for emergency and 2 hours for routine requests. | 1 | | |
| e | Is a preventive maintenance program in place? All rooms should have a preventative maintenance check twice per year. All deficiencies corrected on the spot and inspection with corrective actions documented. Documentation is provide for the last 6 months for spot check. Documentation must have preventive Maintenance checklist for check. | 2 | | |
| f | Equipment inventory is maintained with verification by the General Manager or the Assistant General Manager on a semi annual basis. | 1 | | |
| g | Preventative maintenance is performed and recorded for all maintenance and grounds equipment. | 1 | | |
| h | All instruction/parts manuals and warranty information is maintained and accessible. | 1 | | |
| i | Are maintenance team and management aware of key aspects of the lodging operation (example, boiler, emergency water shut-off, fire alarms, etc.) | 2 | | |
| j | All staff knowledgeable of property features: including location of vending area, guest laundry, suite/meeting rooms, elevators, etc. | 1 | | |
| k | All guest rooms are equipped with a smoke detector. Battery operated smoke detectors batteries are changed at a minimum of 2 times a year. A log is kept to track dates of change. | 1 | | |
| 2 | STORAGE AREAS | 7 | 0 |
| a | All maintenance warehouse/supply storage areas and mechanical rooms, including utility sinks are organized and clean, and all items stored on shelving, with nothing on the floor or 18" from the ceiling. | 2 | |
| b | Storage locations are secured when not in use or occupied, access-limited, and rodent-free. | 2 | |
| c | Storage areas free of personal items e.g. purses, bags, shoes, personal food and/or beverages. | 1 | |
| d | Approved flame lockers are utilized and secured. | 2 | |
1E-Facility Requirements
| AREA 1 CATEGORY E | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
| FACILITY REQUIREMENTS | | | |
| 57 | 0 | |
| 1 | GENERAL FACILITY STANDARDS | 26 | 0 | COMMENTS |
| a | All guest room furnishings meet the definition of Whole Room Concept (WRC) or reset. | 1 | | |
| b | Guest room ceilings, floors, walls and built in cabinetry are WRC or reset coordinated and have commercial hotel industry mid-grade material and design. | 1 | | |
| c | Guest room floor space is minimally restricted (by furnishings, fixtures, and equipment) to allow free access for guests with mobility issues. | 1 | | |
| d | All mechanical systems are operational. Examples of mechanical systems include heating, ventilation and air conditioning (HVAC); elevators and hot water systems. | 1 | | |
| e | Elevator is quiet, operable, inspection permit posted? If an emergency telephone installed, does it ring to the front desk or appropriate location? Does emergency call button work? | 1 | | |
| f | All indoor areas are properly ventilated, climate controlled and maintains a comfortable and odor free environment. | 1 | | |
| g | All NHG facilities and exterior public areas are cleaned and well maintained. | 1 | | |
| h | Permanent directional signs in the lobby, all entrances, stairway and elevator landings, indicating locations of guest rooms, ice machines, vending areas, laundry rooms, and any other common guest use areas. | 1 | | |
| i | Permanent directional signs meet ADA standards. (Documentation for NGIS) | 1 | | |
| j | Signage identifying guest room and permanent spaces meets ADA requirements. Sign will be hung between 48"-60" from floor level to the top of the sign. (Documentation for NGIS) | 1 | | |
| k | The designated smoking areas is at least 50 feet from nearest building entrances in a lighted area Per SECNAVINST 5100.13e. The areas is clean and free of debris and miscellaneous items left by visitors or guests. | 1 | | |
| l | There is a designated pet relief area with the standard pet relief signage, pole and station. Signage must be legible and bags must be available. | 2 | | |
| m | The outdoor furniture is clean, well maintained and in good condition. | 1 | | |
| n | The fitness center has rules and hours of operation posted in branded format. | 1 | | |
| o | The fitness center has all required supplies to include disinfectant wipes, TV set properly and phone that rings to the front desk. | 1 | | |
| p | The fitness center is clean and meets all safety requirements. | 1 | | |
| q | Snack and drink machines or NEXCOM Micro Marts are conveniently located for guest access and well stocked. | 1 | | |
| r | Hot or microwavable food options are available. Defined as the food item having directions to warm/cook. | 1 | | |
| s | Dispenser type ice machines (minimum one per building) are available and operational. The exterior is cleaned and well maintained. | 1 | | |
| t | Dispenser type ice machines are on a deep cleaning schedule, to include filter replacement, and the schedule is being followed and documented. | 1 | | |
| u | All office spaces and work rooms are secured when not occupied, clean, and well maintained. | 1 | | |
| v | The service area and dumpster is shielded from guest view? Odor/vermin controlled? In good condition? | 2 | | |
| w | Exterior storage areas/facilities are neat, clean and in good condition, risk free. Is located away from guest viewing and use areas when possible. | 1 | | |
| x | All guest rooms have individually controlled heating, ventilation and air conditions (HVAC). (Documentation for NGIS) | 1 | | |
| 2 | GUEST LAUNDRY ROOMS | 10 | 0 |
| a | Appropriate amount of washers and dryers, per brand standards, will be provided, unless physically constrained. | 1 | |
| b | All washers and dryers are clean and free of detergent spills and lint. | 2 | |
| c | Laundry room floors and the space between/behind machines is clean and free of debris. Trash and light fixtures are free of dust, dirt, debris and dead bugs. | 2 | |
| d | Seating area, tables and clothes racks are available for folding and hanging clothes, as space permits. | 1 | |
| e | A deep cleaning schedule is maintained and executed for the laundry room to include all interior and exterior venting. | 2 | |
| f | Signage present identifying not responsible for lost or damaged clothes. Wash and dryer run times identified. Branded. (Navy Lodge Only) | 1 | |
| g | Mandatory Navy posters are present. (Navy Lodge Only) | 1 | |
| 3 | IN HOUSE LAUNDRY | 11 | 0 |
| a | All washers and dryers are clean and working properly. | 1 | |
| b | The laundry room is clean and well lit. | 2 | |
| c | The utility sink is clean, free of debris, and uncluttered. | 1 | |
| d | The dryer vents are clean, uncluttered, and free of lint. | 2 | |
| e | The laundry room floor drain(s) are clean, free of debris, and free flowing. | 1 | |
| f | There are instructional training poster (i.e. destaining, resting, etc.) in place. | 1 | |
| g | The laundry room is well organized for efficient work flow. | 1 | |
| h | Eye wash station is available and operable. | 2 | |
| 4 | TEAM MEMBER BREAK AREAS | 4 | 0 |
| a | The designated break room(s) is conveniently located and supports the number of team members. | 1 | |
| b | Break rooms are cleaned daily, maintained and appliances are in working order for team member's use. All break areas are free of excess food and condiments. | 1 | |
| c | Break rooms have a TV, microwave, refrigerator, an adequate seating area, and a clock for team member's use and comfort. | 1 | |
| d | Secure storage lockers are provided for personal items for each team member on shift. | 1 | |
| 5 | SWIMMING POOL | 6 | 0 |
| a | Pool rules and hours of operation posted. | 1 | |
| b | No Diving sign posted. | 1 | |
| c | Clean and all safety requirements met. Water quality tested and documented per local requirements. | 1 | |
| d | Depth marking in place in feet | 1 | |
| e | Are pool/beach towels available for the guest? | 1 | |
| f | Minimum 4' height fence at pool. Does gate close properly? Is gate secured after hours? | 1 | |
1D FACILITY REQUIREMENTS
1D FACILITY REQUIREMENTS
2A-Personnel and Training
| AREA 2 CATEGORY A | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
| PERSONNEL AND TRAINING MANAGEMENT | | | |
| 36 | 0 | |
| 1 | GENERAL MANAGER RESPONSIBILITIES | 14 | 0 | COMMENTS |
| a | Management will review, respond to and close electronic customer comment cards in Virent Surveys and any other guest complaints within 72 hours. | 2 | | |
| b | Property achievement on Virent comment cards at time of visit. | Documentation Only | | |
| c | General Manager has all social media outlets (Trip Advisor, Google, etc.) pages maintained with up to date information and pictures. All comments have been responded to within 72 hours. | 2 | | |
| d | The General Manager can access all automated systems, i.e. LAWSON, EPITOME, CORE and Guest Surveys. Each system is worth one point. | 4 | | |
| e | GM is utilizing HMS CORE and allocating rooms as requested to meet yield management strategies. Management of all distribution channels is active and current and strategies are in place to drive occupancy from our primary business sources. | 2 | | |
| f | The General Manager implements the leisure traveler policy. | 1 | | |
| g | The MOD schedule is provided upon request and must contain at a minimum of 4 weeks scheduled. | 1 | | |
| h | All MOD reports are filed with the daily night audit packets. | 1 | | |
| i | Mileage Log (including date, starting mileage, ending mileage, driver name, destination) kept in all vehicles during month and with end of month paperwork after month end. | 1 | | |
| 2 | PROPERTY WEBPAGE | 10 | 0 |
| The following information on the property's webpage on www.navy-lodge.com and/or www.dodlodging.net is current. | | |
| a | Current property photos (lobby, front desk, accommodations) | 2 | |
| b | Property registration address | 2 | |
| c | Registration desk telephone number | 2 | |
| d | Room types | 1 | |
| e | Directions to property | 1 | |
| f | On base amenities | 1 | |
| g | Area attractions and events | 1 | |
| 3 | TRAINING REQUIREMENTS | 10 | 0 |
| a | All team members completed Customer Service training according to Brand Standards. Records will be verified via LEARN for all team members hired since the property's last on-site review. | 1 | |
| b | When team members answer phone call inquiries and interacts with internal and external guests, they are using the skills and techniques identified in the Brand specific customer service training. | 1 | |
| c | All Front Desk team members (associates/leads) completed NHG Front Desk Certification within 30 days of effective hire date. Records will be verified via LEARN for all team members hired since the property's last on-site review. | 1 | |
| d | All Housekeeping team members (housekeeper/custodian/leads) completed Housekeeping/Custodial Worker Certification within 120 days of their effective hire date. Records will be verified via the HUB. General Manager must update the HUB by the 5th of every month. (NGIS Only) | 1 | |
| e | 100% of NAF Department Managers and Supervisors at the site completed a professional certification, e.g. LEAD. | 1 | |
| f | All associates are trained on the fire safety, evacuation procedures, and portable fire extinguisher usage. Associates trained within 30 days of hire. All Associates know location of and how to utilize Emergency Action Plan. | 5 | |
| 4 | TEAM RELATIONSHIPS | 2 | 0 |
| a | The property has an active Associate Recognition program per Brand Standards. Evidence of signed package submissions to the Region, certificates, or proof of active program will be reviewed. | 1 | |
| b | There is an ASI action plan in place at the property and the General Manager is well versed in the ASI processes and procedures. | 1 | |
2A PERSONNEL MANAGEMENT
2A PERSONNEL MANAGEMENT
2B-Financial and PMS Management
AREA 2 CATEGORY B
FINANCIAL AND PMS MANAGEMENT
MAX ACHIEVEABLE SCORE ACHIEVED SCORE Missed in previous QAA
52 0
| 1 | NONAPPROPRIATED (NAF) MANAGEMENT | 22 | 0 | COMMENTS |
| a | G/L Accounts 5441, 5442, and 5445 have a zero balance. General Manager can explain all other balances and provide documentation for corrective action. | 1 | | |
| b | Guest Receivable balance (account 1210) on Detail Ledger must balance to the Epitome System Hotel Ledger. | 5 | | |
| c | Accounts receivable and documentation of collection efforts are available for review for all accounts aged over 30, 60, 90, 120 days on the Epitome A/R Aging Report (AR004). One file for each account is required. Responsible party identified. | 5 | | |
| d | A signed registration card for each guest in the city ledger/Accounts Receivable is required. This is proof of the guest's stay in the event of a challenge. | 1 | | |
| e | General Manager can identify which associates are authorized to post payments to City Ledger/Account Receivable accounts. Verification of procedures done with associates GM identifies. | 1 | | |
| f | Balance in the A/R Pending Ledger (as noted on the Hotel Ledger Comparison Report GO27) should be zero or consist only of today's postings. All other activity should have been transferred to the applicable accounts receivable account. | 5 | | |
| g | All A/R payments have been applied to the corresponding A/R debt. There should be no unapplied payments. | 1 | | |
| h | Month accruals are posted on financial statements when expenses are incurred and vendor bills not received (i.e. utilities/BOS contracts/facility maintenance). | 1 | | |
| i | The ProBusiness Labor Distribution Report (Labor Detail Report) must be available at the property. | 1 | | |
| j | Five year capital plan is current and up to date. | 1 | | |
| 2 | PROPERTY MANAGEMENT SYSTEM | 10 | 0 |
| a | Night audit reports are reviewed and signed by the General Manager with notes of identified discrepancies, corrective actions taken and adjustments. | 2 | |
| b | The Hotel Ledger (G026) is reviewed by management and does not contain any balances other than current in-house guest and accounts pending for less than 7 days. The hotel ledger does not contain any HOUSE or TEMP rooms used for accounts receivables. | 2 | |
| c | The permanent account(s) must maintain a zero balance. Query for the permanent account labeled disputed calls and/or administrative phone calls and verify. | 1 | |
| d | All transient spaces are accounted for in the PMS. Rooms identified as Out of Order and Blocked Rooms are validated by General Manager. All Out of Order rooms are annotated, with detailed comments and a valid reason in the "notes" section and approved by the General Manager using only authorized codes per Brand standards. Out of Order History for the last 3 calendar months will be reviewed. | 2 | |
| e | Proper approval is obtained from NHG HQ management in advance of sale and fixed asset disposal documentation is completed in a timely manner and provided to NEXCOM Code FC1. NHG policy is followed for all sales. | 1 | |
| f | General Manager or the Assistant General Manager reviews maintenance work orders, completed by property maintenance associates, via the work order log and preventative maintenance inspections. | 2 | |
| 3 | GOVERNMENT PURCHASE CARD | 20 | 0 |
| a | All SOPs and processes are followed regarding purchases. | 5 | |
| b | The single purchase limit has not been exceeded, or the purchase split to avoid the limit. | 2 | |
| c | The Master Call Log is maintained. Unique numbering system used and number is recorded on both invoice and MCL log. | 2 | |
| d | SS48s are completed, dated, and signed by the Authorizing Official. Payments are made on a timely basis. Charges are recorded to the proper General Ledger account number. Documentation is properly signed by receiver and authorizing official. Receiver and card holder are not the same person. | 5 | |
| e | General Manager can identify the GPC Approving Official (AO). | 2 | |
| f | Contracts are on file for all recurring purchases. IE Telephone, Cable | 2 | |
| g | Recurring purchases are reviewed and approved on line on a timely basis. Purchase orders or delivery orders are available for recurring purchases such as ViaSat, etc. No recurring purchases are made without purchase/delivery order. | 2 | |
2B FINANCIAL MANAGEMENT
2B FINANCIAL MANAGEMENT
2C-Logistics Management
| AREA 2 CATEGORY C | MAX ACHIEVEABLE SCORE | ACHIEVED SCORE | Missed in previous QAA |
| LOGISTICS MANAGEMENT | | | |
| 26 | 0 | |
| 1 | INVENTORY CONTROL, EQUIPMENT, KEYS AND SUPPLIES | 2 | 0 | COMMENTS |
| a | Inventory records will be maintained on file and reflect any disposable actions of excess or damaged property. | 1 | | |
| b | At least 90% of the items in the warehouse and/or central supply storerooms are inventoried and accurate. A minimum of 20 items, randomly selected, will be counted. The physical count must exactly match the inventory record. Applies only to PREPAID inventory. | 1 | | |
| 2 | SAFETY AND ENERGY CONSERVATION AWARENESS/PROCEDURES BASIC SAFETY - SECURITY - HEALTH - STANDARDS | 24 | 0 |
| a | Documentation of an annual safety inspection has been completed in the last 12 months and is maintained on file. | 5 | |
| b | Documentation of an annual fire inspection is on file reflecting that property complies with applicable parts from National fire Protection Association (NFPA) 101 and the U.S. Fire Administration's standards for Hotel and Motel Fire Safety (Act of 1990). Must be completed within last 12 months. | 5 | |
| c | All accidents are immediately reported, and accident/safety forms are completed. Copies of accident & safety abatement reports will be reviewed. All documentation must be secured due to PII | 2 | |
| d | Required safety regulations and Safety Data Sheets (SDS) are stored with required items. Minimum requirement: Maintenance Master, Laundry Master, Mixing station Master. | 2 | |
| e | All cleaning supply/chemical bottles properly labeled with correct nozzle. | 2 | |
| f | Required safety equipment is issued and used. | 2 | |
| g | Fire evacuation procedures are posted in each guest room throughout lodging facilities. Posted evacuation procedures must include highlighting the exact location of the room the guest is currently in and exit path from the guest room to the safe area. Ground floor guest room doors that open directly to the parking lots, open areas, etc. are excluded. Fire evacuation procedures must be framed or photo engraved and mounted. | 3 | |
| h | Portable extinguishers are present and inspected monthly by designated building maintenance personnel in accordance with the local policy. Extinguisher tags/Maintenance logs will be reviewed. Buildings with Fire Suppression systems may be exempt. | 2 | |
| i | Energy efficient light bulbs, other than incandescent bulbs, are installed in light fixtures, i.e. ceiling fans, night stand and table lamps. | 1 | |
2C LOGISTICS MANAGEMENT
2C LOGISTICS MANAGEMENT
2D-Food & Beverage AREA 2 CATEGORY D FOOD AND BEVERAGE MAX ACHIEVEABLE SCORE ACHIEVED SCORE Missed in previous QAA
17 0
| 1 | DINING AREA | 4 | 0 | COMMENTS |
| a | Clean and all safety requirements met. | 2 | | |
| b | Are all FF&E and Décor clean and well maintained? | 1 | | |
| c | Available after breakfast hours for guest use | 1 | | |
| 2 | SUNDRY & FOOD | 13 | 0 |
| a | Sundries are maintained in a secure location or provided in vending. Inventory controls in place. Charges are posted to guest folios, if applicable, using the correct transaction key (660 - NGIS, 402 - Navy Lodge). Verify transactions are posting to G/L 4420. | 1 | |
| b | Safe Food Handling training complete and documentation available on site. | 2 | |
| c | Inventory levels are appropriate for volume of business | 1 | |
| d | Menu meets standards all products within expiration date | 1 | |
| e | Food quality and presentation appropriate to attract guest attention | 1 | |
| f | Food and beverage items are maintained on a regular basis during service hours. The breakfast area should look bountiful at all times. | 1 | |
| g | The pantry is secure, access limited, cool, rodent free, well organized and clean, items stored on shelving not the floor and no unauthorized items present. | 1 | |
| h | Equipment clean and well maintained | 1 | |
| i | Thermometer in unit and temperature log maintained daily | 1 | |
| j | Staff practices safe food handling procedures and maintain proper hygiene | 1 | |
| k | Area is clean and neat following breakfast hours | 1 | |
| l | Breakfast is available during documented breakfast hours. | 1 | |
Zumwalt Brand Standards Cover
Zumwalt Brand Standards
NAVY GATEWAY INNS & SUITES ZUMWALT BRAND STANDARDS
ZUMWALT TOTAL SITE SCORE
ZUMWALT BRAND STANDARDS ERROR:#DIV/0! COMMENTS
| 1 | Guest Comments: The property maintained a 90% for "Friendliness of Staff at Check-in" for the entire 2023 fiscal year. | | | | | | | | | | | |
| FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN |
| 2 | Guest Comments: The property maintained a 90% for "Room Cleanliness" for the entire 2023 fiscal year. | | | | | | | | | | | |
| FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN |
| 3 | Guest Comments: The property maintained a 90% for "Friendliness of Staff at Check-out" for the entire 2023 fiscal year. | | | | | | | | | | | |
| FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN |
| 4 | Guest Comments: The property maintained a 90% for "Overall Maintenance" for the entire 2023 fiscal year. | | | | | | | | | | | |
| FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN |
| 5 | Guest Comments: The property maintained a 90% for "Quality and Comfort of accommodations" for the entire 2023 fiscal year. | | | | | | | | | | | |
| FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN |
| 6 | No unauthorized reduced Front Desk or Housekeeping services per Brand Standards. | | | | | | | | | | | |
| 7 | 100% of guest rooms pass cleanliness during on-site review. | | | | | | | | | | | |
| 8 | 100% of guest rooms pass condition during on-site review. | | | | | | | | | | | |
| 9 | 100% of beds meet the brand standards. | | | | | | | | | | | |
| 10 | 100% of beverage kits are correct. | | | | | | | | | | | |
| 11 | The property is in the top 10% of ASI scores by brand. | | | | | | | | | | | |
| 12 | Property is exceeding their budgeted monthly Net Contribution or exceeding their overall fiscal year Net Contribution. | | | | | | | | | | | |
| FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT | NOV | DEC | JAN |
| BDGT | | | | | | | | | | | | |
| ACT | | | | | | | | | | | | |
ZUMWALT ACCREDITATION STANDARDS
Rooms 1
Date: Reviewer:
| | | Each room has 3 columns: Column 1 is Cleanliness/Amenities, Column 2 is Condition/Repair, |
| 10% of rooms | Review 10% of total rooms. Min of 5, Max of 25 | Room Number: |
| Guest Room | | | |
| Room | | Well maintained? In good condition? Good appearance? Is it clean? | |
| Floors/ Cove Base | Carpet thoroughly vacuumed and free of stains. | |
| Walls / Wall Treatment | Same finish on all touch up painting | |
| Ceilings | Stains / cobwebs | |
| Doors / Frames | Door and frame free of scratches, marks, finger prints, etc. | |
| Windows | Window, screen and track clean and in good repair. Sills clean, including tracks. | |
| Window Treatment | Window/Wall treatment, decor, etc. well maintained? in good condition? Hung properly? | |
| Full Length Mirror | | |
| Patio / Balcony | Sliding door works, door tracks clean, furniture in good condition, clean, etc. | |
| In-room safe | Permanently secured. | |
| Guest Directory | Guest Directory QR code posted on back of door or on TV | |
| Furniture | | Well maintained? In good condition? Good appearance? Is it clean? |
| Chest for TV/TV Stand | |
| Dresser or Desk and Chair | Verify all furniture does not need touch up for scratches, nicks, dents, etc. |
| Artwork | High Dust |
| Luggage Bench or Stand | |
| Activity Table | |
| Activity Chairs (2) | |
| Chair and Ottoman | In good condition free of stains and snags. |
| Night Stand / Coffee Table | |
| Head Board | |
| Bed / Mattress (bed 1) | |
| Sofa Sleeper or Bed / Mattress (bed 2) | |
| Mattress Rotation | Verify that tag is present and properly rotated |
| Bathroom | | Well maintained? In good condition? Good appearance? Is it clean? |
| Vanity | Top, front, basin clean and in good condition. Tissue holder. |
| Mirrors | Above vanity. Desilvering? |
| Toilet | Clean and working properly. Has seat and lid. |
| Floor | |
| Shower Head | Shower head is water saver, clean and in proper working order. |
| Shower Curtain | Proper style, clean, not worn. |
| Tub / Shower Stall | Clean and in good condition. |
| Tub / Shower - Non-slip | Non-slip surface or mat provided. |
| Fixtures | Chrome associated with vanity, bath/faucet, Shower rod, Towel bar/shelf, etc. Well maintained? Good condition? |
| Walls | Clean and in good condition. |
| Doors | Clean and in good condition with privacy locks |
| Ceiling | Clean and in good condition. |
| Lighting / Exhaust Fan | Light and Exhaust system should be clean, and working properly? |
| Grout/Caulking | Floor grout, Wall grout, Tub caulk Vanity caulk, Toilet caulk, etc. Well maintained? Good condition? |
| Hair Dryer | Well maintained, no safety risk, presented properly. Mounted or in Bag appropriately. |
| Energy/Water Conservation Signage | |
| Shampoo/Conditioner/ Lotion/Soaps | Brand Approved Contract/Stocked per cleaning when open/used |
| Towel Condition/Cleanliness | Documented as Cleanliness /no evidence of stains, rips or frayed ends |
| Towel Count | Documented as Amenity |
This is the start of the file's text. The full file is on GovTribe.