criteria & rating star

8/13/2019 Criteria & Rating Star

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Index: Page no

A. Guest Service and Facilities

1 Front Office: 3 to 5a) Room Reservation (Phone in)

b) Front DeskCheck - inCheck - out and departure

c) Concierge and Bell Service: 6 to 7 Arrival at hotel Arrival in roomDeparture from roomConcierge(information)Wake up call

2 Housekeeping:

a) Guestroom: 8 to 9Upkeep & CleanlinessBed AreaNoise

b) Bathroom: 9 to 10Facilities and amenitiesUpkeep & CleanlinessWater Presure

c) Housekeeping Service: 11Response to request

d) Guest Room Facilities: 11 to 13GeneralIn-room facilitiesStationariesInformationMinibar and refreshmentsIn-room enterainment


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3 Public Area-upkeep: 14 to 17Exterior & EntrancePublic area ServiceLobbyLiftsGuest room corridor Walk-ways & gardenPublic toilets(Lobby)

4 Leisure facilities: 18Fitness center facilitiesSwimming pool (General)

5 Food & Beverage:a) Coffee House: Breakfast

ServiceGeneralFood

b) Restaurants: 1 22 to 23ServiceGeneralFood

c) In-room dining 24 to 25Order, delivery and removalPresentation & Food Quality

d) Bar/Lounge 26 to 27ServiceGeneralBeverage

B Promoting Kuala Lumpur as a destination 28a) Visitors information on Kuala Lumpur are easily availableb) Hotel promotes Kuala Lumpur city landmarks in various promotional

and advertising materialc) Front Desk/Concierge provides assistance in organizing city tours for

the our guestd) Hotel makes special effort to collaborate with DBKL when the authority

carries out special events/promotions for the city

C Internet (guest) Feedback


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5Total Respondents(TR)

IndividualWeightage %

132110

5

146440

32370

5%

Max. Points

81131

12

6

12

6220

Promoting Kuala Lumpur as s Destination

Section

Hotel Promotes Kuala Lumpur city landmarks in various promotional andadvertising material

Section Weightage

70%

25%

Hotel makes special effort to collaborte with DBKL, when the authority carriesout special events/promotion for the city

Internet (Guest) Feedback

Front Desk/Concierge provides assistane in organizing City tours for the guest

Guest Service and FacilitiesFront OfficeHousekeepingPublic Area - upkeepLeisure FacilitiesFood & Beverage

Visitors information on Kuala Lumpur are easily available


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Max Check-in Y/N Score Comments1 Acknowledge by associates within 10 seconds

Length of time to be acknowledged (seconds)1 Reception desk and area clean and tidy1 Counters are clean and in good condition1 Associate used eye contact1 Associate has a welcoming smile1 Associate speaks clearly1 Associate well presented and wearing name tag1 Associate uses guest name during check-in procedure

1 Associate fills out registration details (excluding addressand signature)

1 Associate request guest signature1 Associate confirms departure date

1 Associates confirms room as non-smoking. If preferenewas stated at reservation associate refer to this

1 Associate confirms bed configuration of room. Ifpreference made at reservation, assoiate refer to this

1

Assoiate confirms room rate & room number on

registration cardTotal time for check-in procedure (including to beacknowledge) (minutes)

2Check-in procedure at Front Desk is completed within 10minutes

1 Associate wishes guest a pleasant stay17 TOTAL CHECK-IN


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Max Check-out & Departure Y/N Score Comments1 Acknowledge by associate within 10 seconds

Time for associates to aknowledge guest (seconds)1 Associate use guest name1 Associate speaks clearly1 Associate is well presented

1 Associate enquires if mini bar items have beenconsumed

2 Bill is correct1 Associate enquires as to guest satisfaction

1 Associate enquires as to guest needs assistance withdeparture transport

1 Associate thanks guest & offers a substantial farewellTotal time for chek-out proedure (including time to beacknowledge) (minute)

2 Check-out procedure is complete within 10 minutes

1Bell associate or doorman is friendly as guest leavesthe hotel

2

There is no negative experience during the departure

from the hotel15 TOTAL CHECK-OUT & DEPARTURE


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Max Concierge Information Y/N Score CommentsOur rep calls the concierge to ask for places of interestwithin walking dinstance

1 Able to recommend1 Recommendation made without referral

1 Guest placed on hold for not more than 30 seconds1 Concierge has polite and helpful manner 1 Concierge offers further assistance5 TOTAL CONCIERGE INFORMATION

Max Wake-up Call Y/N Score CommentsTime called operator Requested wake up time

2 Call received within 3 minutes of requested time

2

Guest does not respond to 1st call. 2nd wake-up call

delivered 5 minutes later even though not requested4 TOTAL WAKE-UP CALL


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Housekeeping

Guest Room

Max Upkeep & Cleanliness Y/N Score

1Carpet/flooring is in good condition, has no holes,fraying, cracks

1 Carpet/flooring is clean & has no staining1 Curtains are clean, with no stains1 Curtains are inngood condition, have no holes1 Curtains hang well1 There are blackout curtains1 There are day curtains

1Walls are in good condition, have no marks, stains ortears

1 Ceiling is in good condition, has no marks or stains

1The seating upholstery is in good condition, has nostains or holes

1 Light fitting are well fixed and are not loose

1 Light fittings are free from dust1 Lampshades are in good ondition, clean with no stainsFurniture has no scratches or chips

1 Furniture surfaces are clean1 Air-conditioning vent is clean and free of dust1 There is no dust on skirting/edge of carpet1 There is no dust above the picture frame1 There is no hair/dust/fluff under the bed1 There is no debris under the bed1 There are no insects in the room (alive or dead)1 There is no unpleasant odor

1Windows interior and mirrors are free from grease marksand smudges

1 Windows are clean on the exterior 1 There is good natural light during the day1 There is sufficient lighting at night to work or read by

26 TOTAL UPKEEP & CLEANLINESS


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Comments


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Max Bed Area Y/N Score Comments1 Mattress is clean1 Bed has a mattress protector 1 Mattress protector is clean1 Bedding is comfortable

1Bedspreads, blankets, sheets and duvets are clean withno stains

1 Bedspreads, blankets, sheets have no holes

2Bed is firm & comfortable, mattress does not sag, springscannot be felt

1 Pillows are not lumpy or hard1 Pillows cases are clean & without stains or holes1 Extra pillows are provided in closet

11 TOTAL BED AREA

Max Noise Y/N Score Comments2 Problem with external noise (from outside the hotel)

2 Problem with internal noise (from inside hotel)4 TOTAL NOISE

Bathroom

Max Bathroom Facilities & Amenities Y/N Score Comments1 Hairdryer : functioning1 Telephone : functioning1 Minimun 2 bath towels1 Minimun 2 hand towels1 Minimun 2 face towels1 Robes (if provided) clean and in good ondition1 Slippers clean and in good condition1 Toiletries neatly packaged and new8 BATHROOM FACILITIES AND AMENITIES


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Max Upkeep & Cleanliness Y/N Score Comments1 No hairs in bath/shower area1 No hairs in the sink area1 No hairs down the sink plug1 Sink top is clean & dry1 Sink counter and unit is in good condition1 Mirror/glass is clean with no smears1 Mirror/glass is not cracked or damaged1 Toilet is clean & free of odor 1 Grouting around bath & shower is free of mould1 Bath/shower unit is clean and in good condition1 Flooring is in good condition1 Flooring is clean, free of water marks1 Walls are in good ondition1 Walls are clean, free of water marks1 Ceiling is in good condition1 Ceiling is clean, free of cobweb and dirt

1Door and frame is in good condition not chipped ordamaged

1 Shower curtain/door clean and in good condition1 All fittings are functioning, not loose1 Drainage is efficient, there are no problems

1Plumbing is quite - there are no sigfinicant plumbingnoise problems

1 Waste bin is clean & in good condition

1 Towels in good condition, not frying, no holes or stain1 2nd roll of toilet paper provided in bathroom

24 TOTAL UPKEEP & CLEANLINESS

Max Water Pressure Y/N Score Comments2 Water pressure is sufficiently strong2 Hot water in shower obtained within 15 seconds4 TOTAL WATER PRESSURE


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Housekeeping Service

Max Response to Request Y/N Scores Comments

1 Associates accommodating to request1 Associate speak clearly1 Corret item delivered to room

Time item delivered to roomLength of time for delivery (minutes)

3 RESPONSE TO REQUEST

Guest Room Facilities

Max General Y/N Scores Comments1 There is a functioning safe1 Air-conditioning noise levels1 Air-conditioning is easy to adjust

1Housekeeping/make up room notice/ button is provided ingood condition

1Do not disturb/privacy notice/button is provided in goodcondition

1 Clock set in correct time6 TOTAL GENERAL


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Max In-Room Business Facilities Y/N Score Comments1 Telephone by the bed1 Telephone on the desk1 Data port/second socket for tax/moden connection1 Telephone has voiemail: functioning

1In-house, long dinstance & emergency informationavailable

1 Current telephone director(ies) provided

1If there is Hi speed internet acess line - functioning &easy to use

1There is at least one available power socket in the deskarea

1 Desk area is uncluttered1 Desk chair is comfortable for working

10 TOTAL IN-ROOM BUSINESS FACILITIES

Max Stationeries Y/N Score Comments

1 Writing paper - minimun 2 pieces1 Envelopes, size matching writing paper 1 Postcards - minimun 21 Pad and pen/pencil placed by every phone1 All paper stationery is tidy and in good condition1 All stationery has hotel logo6 TOTAL STATIONERY

Max Information Y/N Score Comments1 Hotel directory details facilities and services available1 Diretory gives opening hours of F&B outlets1 Directory has no inaccuracies1 Compendium is lean & in good condition4 TOTAL INFORMATION


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Max Mini bar & Refreshments Y/N Score Comments1 Fridge is clean (inside and out) & functioning

12 drinking glasses provided ( and 2 wine glasses if winestocked)

1 Glasses are spotless1 Shelves are clean and dust free1 Bottle opener/cockscrew provided: in good condition1 All items are with expiry date1 Bottle water provided1 Beer - minimun 21 Juice - minimun 21 Soft drink - minimun 2 (1 regular, 1 diet)1 Snack - minimun 1 packet (chips, nuts, Asian snak)1 Candy - minimun 2candy or chocolates1 Mini bar inventory is accurate, all items priced1 Kettle is in good working condition

1 There is a convenient power socket; kettle is easy to use1 Complimentary tea

1 Complimetary coffee1 Sugar and creamer 1 No problem encountered with presenation/ set/ utensils

19 TOTAL MINIBAR

Max In-Room Entertainment - TV Y/N Scores Comments1 TV is in good working condition1 Remote control is easy to operate1 Local channels have good reception1 Cabel/satellite channels have good reception

1 Accurate Tv channel listing is provided (printed or on-screens)

1Channels include minimun: sports, news channel(minimun 2 channels) and Discovery Channel/Nat. Geo

6 TOTAL TELEVISION


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Public Area - Upkeep

Max Exterior & Entrance Y/N Score Comments2 Upkeep of building faade1 Driveway/entrance is clear of obstruction or debris1 Exterior landscaping or garden well tended1 Signage is clean & in good ondition

1Entarne area/steps in good condition, with no cracks orchips

6 TOTAL EXTERIOR & ENTRANCE

Max Public Areas Service Y/N Score Comments

1 Associate were friendly and acknowledged guest evenwhen not approached

1 Associate shows proper elevator etiquette

1Grooming of associate encountered around the hotel isalways seen to be presentable

1 Associate are always present in the hotel4 TOTAL PUBLIC AREA SERVICE


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Max Lobby Y/N Score Comments1 Flooring is clean and in good condition1 Ceiling is clean and in good condition1 Walls are clean and in good condition1 Light fitting are clean and in good condition

1 Skirting and door frames are not chipped or damaged

1Glass/windows and mirrors are clean and in goodcondition

1 Seating is provided in area visible of reception desk1 Seating is clean and in good condition1 Ashtray are clean1 Signage is clearly visible1 All light bulbs are functioning1 Flower arrangements and plants healthy1 Public phones clean and in good condition

Overall Ambiance: _____ Excellent

_____ Good _____ Average _____ Poor

13 TOTAL LOBBY


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Max Lifts Y/N Score Comments1 Exterior doors clean & in good condition1 Frame is not chipped or damaged1 Interior doors are clean and in good condition1 Interior carpets/flooring are clean and in good condition

1 Interior walls are not scratched or damaged

1 Advertisements or promotions in good condition and arecurrent

1 Buttons clean and are in good conditions1 Floors are clearly marked1 There is no unpleasant noise or shaking1 Lift service certificate is displayed1 Lighting is adequate1 Tempereature is comfortable

Overall Ambiaence: _____ Excellent _____ Good

_____ Average _____ Poor

12 TOTAL LIFTS

Max Gguestroom Corridor Y/N Score Comments1 Floor or carpet is clean and in good condition1 Walls are clean and in good condition1 Skirting and door frames not stratched or damaged1 Ceiling is clean and in good condition1 There is no unpleasant smell1 Lighting is adequate

1Extra decorations ( plants, ornaments, pictures, etc) isattractive/in good condition

1 Curtains & upholstery are clean & in good conditionOverall Ambience:

_____ Excellent _____ Good _____ Average _____ Poor

8 TOTAL GUESTROOM CORRIDOR


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Max Walkway & Gardens Y/N Score Comments1 Walkways are in good condition1 Flooring clean & lear of debris1 Gardens/ponds are well tended1 Signage within hotel is clear

Overall Ambience _____ Excellent _____ Good _____ Average _____ Poor

4 TOTAL WALKWAY & GARDENS

Max Public Toilet (Lobbby Area) Y/N Score Comments1 Free of unpleasant odor 1 Flooring clean and in good condition1 Walls clean and in good ondition1 Ceiling clean and in god condition

1 Sink counters clean & dry1 Sink Basins clean1 Taps and fitting are in good condition1 Soap dispenser provided is clean and functioning1 Hand towels are clean and neat1 Hand air dryer is functioning and in good condition1 Toilet Cubicle doors not scratched or damaged1 Toilets are clean1 Toilets are functioning1 Adequate toilet paper provided1 Lighting is adequate* Overall Ambience


15 TOTAL PUBLIC TOILETS AT LOBBY


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Leisure Facilities

Max Fitness centre Facilities Y/N Score Comments

1Cardio machines include running, step & cyclemachine

1 Weight training, machine/Multi gym1 Free weights1 Weight bench & bar 1 Equipment is well spaced, not cramed1 Equipment is in good condition and of good quality1 Wall mounted TV or music playing1 Drinking water is provided1 Gym is free of unpleasant odor 1 Gym is clean and in good condition

10 TOTAL FITNESS CENTRE

Max Swimming Pool General Y/N Score Comments

1 Depth of pool clearly indicated at both ends

1Minimun of 2 life saving ring clearly visible atpoolside

1 Pool water is clean & free of debris1 Pool lining and tiles are clean & in good condition

1Pool surround is in good condition, not stained orcracked

1 Poolside furniture is clean & in good condition1 Deck chairs have cushions1 Towels are readily provided at the pool1 Outdoor Jacuzzi clean nad functioning1 Possible to order refreshments ( via phone or bar)

10 TOTAL SWIMMING POOL


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Food & Beverage

Coffee House - Breakfast

Max Service Y/N Score Comments

1 Associate greets our rep at entrance within 30 seconds

1 Associate directs guest to able upon greeting or advise ofwaiting period

1 Associate offers menu or explain buffet within 2 minutesof seating

1 Guest offered pffee/tes within 5 minutes seating1 Associate helpful and knowledgeable about buffet1 Assoiates uses eye contact & smiles1 Associates offers to refill coffee/tea in good time1 Plates cleared promptly after each helping

1 Associates enquires about guest satisfaction during themeal

1 Bill brought within 5minutes of being requested

1 Bill is well presented in folder, clean and in good condition1 Bill is accurate1 Associate thanks guest; plesant closing remarks3 Diner's impression of overall standard of servIce:


16 TOTAL SERVICE


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Max General Y/N Score Comments1 Table/linen is clean and in good condition

1Napkin provided - adequate quality, clean and in goodcondition

1 Cutlery is clean and in good condition1 Glassware is clean and in good condition1 Salt & pepper cruets clean and full

1Menus and any other printed materials clean and ingood condition

1Background music appropriate and at comfortablevolume

1 Lighting is at appropriate level1 Plant/table decorations healthy/in good condition

1Tables all cleared promptly; no soiled dishes left onside stations

1 Furniture is comfortable, clean and in good condition1 Restaurant floor is clean and in good condition

1 Restaurant walls are clean and in good condition1 Restaurant walls are clean and in good condition14 TOTAL GENERAL


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Max Food Y/N Score Comments1 Buffet is attractively presented1 Buffet area is clean, no food on surface or floor 1 Buffet area is free of isets1 Hot item look fresh and appetizing1 Bakery items are fresh1 Butter and jam selection tidy and presenatable1 Cold cuts items and cheese fresh and appertizing1 Coffee/tea is served hot and fresh1 All food items are kept replenished1 All juices are kept replenished1 All items are clearly labeled1 Food is tasty and of good consistency

3Diner's impression overall standard of presentation andfood quality:


15 TOTAL FOOD


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Restaurant 1

Max Service Y/N Score Comments1 Associate greets guest at entrane within 30 seconds

1 Associate direct guest to able upon greeting or adviseof waiting period

1 Associate offers menu or explain buffet within 2 minutesof seating

1 Guest offered drink within 5 minutes

1 Assoiate offer to take order within 5 minutes ofproviding menu

1 Associates helpful and knowledgeble about menu1 Associate proactive in order-taking1 Associate uses eye contact and smile1 Associate repeats order 1 Food brought within 20 minutes of odering1 Plates cleared within 5 minutes of completion of meal

1 Associates enquires about guest satisfaction during themeal

1 Associate offers dessert or coffee1 Bill brought within 5 minutes or being requested1 Bill is preseneted in folder; clean and in good condition1 Bill is acurate1 Associate thanks Guest; pleasant closing service3 Dinner's impression of overall standard of service


20 TOTAL SERVICE


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Max General Y/N Score Comments1 Table/linen is clean and in good condition

1Napkin provided - adequate quality, clean and in goodcondition

1 Cutlery is clean and in good condition

1 Glassware is clean and in good condition1 Salt & pepper cruests clean and full

1Menus and any other printed material clean and in goodcondition

1 Background music appropriate and confortable volume1 Lighting is at appropriate level1 Plant/table decoration healthy/in good condition

1Tables all cleared promptly; no soiled dishes left on sidestations

1 Restaurant floor is clean and in good condition1 Restaurant walls are clean and in good condition

1 Restaurant ceiling/air-vents is clean and in goodcondition1 Furniture is confortable, clean and in good condition

14 TOTAL GENERAL

Max Food Y/N Score Comments1 The correct order is served1 Food is attractivrly presented/good portion

1Food is at the correct temperature (Hot items are hot,and cold items are cold)

1 Food is tasty and of good consistency

3Diner's impression of overall standard of presenatationand food quality

_____ Exellent _____ Good _____ Average _____ Poor

7 TOTAL FOOD


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In room dining

Time ordered Time delivered

Max Order, Delivery & Removal Y/N Score Comments

1Meal is delivered within estimated delivery time (or 20minutes if no time is given by staff)

1Order taker is proactive in taking the order/attemts to upsell

1 Assoiate has good command of English1 Associate is polite & courteous1 Associate gives estimated delivery time1 Associate repeats order 1 Meal is delivered within estimated time

1 Associate greets guest with smile & establish eyecontact and is courteous

1 Associate enquires where to plae the tray1 Associate confirms ordered items are present1 Bill is accurate

1 Associate thanks guest or wishes a pleasant meal12 TOTAL SERVICES


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Max Presentation & Food Quality Y/N Score Comments1 Tray is clean and in good condition1 All linen is clean and in good condition1 All crokery is clean and in good condition1 All cutlery is clean and in good condition1 Salt & pepper is provided; clean and in good condition1 Napkin is linen (not paper)

1 Fresh flower or other decoration healthy/good condition1 Correct order is served1 Food is attractively presented

1Food is the correct temperature (hot items are hot, colditems are cold)

1 Food is tasty and of good consistency3 Overall standard of meal:


14 TOTAL FOOD


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Bar Lounge

Max Service Y/N Scores Comments

1 Associate greets guest and assist with seating uponarrival at bar

1Guest offered drink/brought menu within 30 seconds ofbeing seated

1 Associate takes order within 2 minutes of being seated1 Proactive in order-taking1 Associate uses eye contact and smiles1 Order brought within 10 minutes1 Associate helpful and polite

1Guest offered 2nd drink within 5 minutes of finishing the1st drink

1 Bill brought in 5 minutes of being requested1 Bill is accurate1 Receipt is provided

1 If guest pays by cash, correct change given1 Associates thanks fuest; pleasant closing remarks

Guest's impression of overall standard of service _____ Excellent _____ Good _____ Average _____ Poor

16 TOTAL SERVICE

3


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Max General Y/N Score Comments1 Table is clean and in good condition1 Class chinaware is clean and in good condition1 Coaster is cleanand in good condition

1

Finger food/limited menu available; clean and in good

condition1 Background music is pleasant, at appropriate volume1 Lighting is at appropriate level1 Furniture is confortable, clean and in good condition1 Bar floor is clean and in good condition1 Bar walls are clean and in good condition1 Bar ceiling is clean and in good condition

10 TOTAL GENERAL

Max Beverage Y/N Score Comments

1 The correct order is served1 Complimentary dry snakcs are provided with the drinks1 Drink is well presented and adequate measure1 Drink garnish is fresh1 Drink has good flavor

1Guest's impression of overall standard of presentationand beverage quality

1 _____ Excellent1 _____ Good1 _____ Average1 _____ Poor 1

11 TOTAL BEVERAGE


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B Promoting Kuala Lumpur as a destination

MaxVisitors information on Kuala Lumpur are easilyavailables Y/N Score

2 Tourist sites/attractions2 Citi map2 City tours2 Information available in room and lobby

MaxHotel promote Kuala Lumpur city landmarks in variouspromotional advertising material Y/N Score

3 Brochures/leaflets3 Websites3 Hotel magazines/leaflets3 Post cards

MaxFront Desk/Concierge provides assistance in organizingcity tour for the guest Y/N Score

2 Associate is friendly and helpful2 Associate is knowledge2 Able to recommend

Max

Hotel makes special effort to collaborate withn DBKLwhen the authority carries out special events/promotionfor the city Y/N Score

4 Sport Ativities4 Festival and cultural activities

4Others (environmental activities, health and education,etc)


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