国际联号酒店前厅客房营销礼宾财务运营管理资料 2011 Brand Standards Audit - International Non-Compliant Item Success Plan

1、Brand Standard Audit - Non-Compliant Item Success Plan Renaissance Sanya Resort & Spa Property Information Audit Information Other Information MARSHA Code: SYXBR Audit Name: IRHR-BSA-2011-JAN-DEC-V1 Unit Number: 9737241 Property: Renaissance Audit Type: Training Mgt Company: Marriott International -

2、 (INTL PROPERTY MGR) Sanya Resort Upload Date: 12/5/2011 Geographic Region: Asia Pacific & Spa QA Specialist: P3980R Owner: Sanya Zhonggang Fishery Co., Ltd. Performance Classification: Failed Regional Primary: Lee Overall Score: 73% Primary Contact: Sean Baskett Audit Information This report is pro

3、vided for property management to create action plans against specific items found not in compliance with brand and operational standards. Audit Level Notes: SCOPE & LOGIC OF THE TRAINING AUDIT: The final results of a training audit are not indicative of the score that might be achieved in a standard

4、 audit. NOs are scored where improvement or change is needed to comply. A YES is scored only in those areas where the training auditor reviewed that question in its entirety, as would be done in a normal audit. For the most part, only questions concerning cleanliness and condition are scored YES or

5、NO. Documentation is reviewed only for the purpose of verifying if the documents in use comply with the brand audit, and if not, direction is provided on what must be done to comply. A full history check of 7, 30 or 90 days of document review does not take place in a training audit, as in a normal a

6、udit, thus, several items in the document related questions of this training audit are marked N/A. The same applies to walking departments. During a training audit, an area is walked and reviewed with the management to demonstrate how the audit is carried out, the items that would be checked, the me

7、thod of checking and the level of acceptability for cleanliness and condition. A full and complete walk of each department, as would happen in a standard audit, does not necessarily take place in all areas during the training audit, thus again; some areas are scored N/A where the trainer has not wal

8、ked the entire area as would be done in a standard audit. The above method is used to in order to ensure that an inaccurate impression is not conveyed by the training audit. In a standard audit, 100% of the auditors day is involved with the auditing process as compared to a training audit where seve

9、ral hours are devoted to the classroom environment and the remainder is spent doing an abbreviated audit of each department for training purposes only. CLEANLINESS: Cleanliness of Exterior, Public Space & Functional Areas Findings: Points Total Item Restaurant Overall has Clean Floors, Light Fixture

10、s, Vents, Ceilings, Doors, Walls, Windows and Furnishings Findings Restaurant Windows (interior/exterior) soiled not all windows clean especially the high windows and glass in entry door Other items red glass partitions hand marked Lounge has Clean Floors, Light Fixtures, Vents, Ceilings, Doors, Wal

11、ls, Windows and Furnishings Findings Lounge/Pool Bar Chairs / tables have spills, crumbs Note: stained upholstery in Star Fish Lounge Seating has excessive food debris Earned Points Action Responsible Date Date Work Due Plan Person Completed Current Possible 0303Property: Renaissance Sanya Resort &

12、Spa, SYXBR Audit date: 12/5/2011 MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION 12/6/2011 Page 1 of 9 debris under sofa & chair cushions Other cleanliness items Cobwebs in corners at ceiling Area Guest Floor Hallways and Corridors are Clean Findings Gst Hallways/Stairs Soil / marks around access

13、panels in many areas throughout Totals CLEANLINESS: Cleanliness of Back of the House Findings: 018 Points 327 Total Due Item Earned Points Action Responsible Date Date Work Current Possible Plan Person Completed Associate Locker Areas are Clean and Well Maintained Findings Housekeeping All comments

14、for male locker only Area not maintained or safe hand dryer not working Area not well ventilated air not moving and strong odor Totals CLEANLINESS: Kitchen Cleanliness Findings: 09Points 918 Total Earned Points Action Responsible Date Date Work Due Item Current Possible Plan Person Completed Back-Do

15、ck and Dumpster Areas are kept clean and organized Findings Kitchen General Dumpster (trash/rubbish bin/storage area) areas have strong odor Standing water on ground in garbage walk-in Totals CLEANLINESS: Cleanliness of Guest Rooms/Suites Findings: 012 Points 315 Total Item Earned Points Action Resp

16、onsible Date Date Work Due Current Possible Plan Person Completed Guestroom Closet is Clean 03Findings Guest Room Closet #569 VR Doors / mirror / handle dirty, dusty mirror streaked Other cleanliness issues top shelf dusty Guest Room Entry is Clean 03Findings Guest Room General #569 VR Connecting do

17、or dirty, dusty top surface dusty and inside between doors dusty Tile floor dirty, dusty (entry only) Guestroom Living Area Window Treatments, Windows, Sliding Glass Doors, and Balcony / 03Patio are Clean Findings Property: Renaissance Sanya Resort & Spa, MARRIOTT CONFIDENTIAL AND 12/6/2011 SYXBR PR

18、OPRIETARY INFORMATION Audit date: 12/5/2011 Page 2 of 9 Guest Room General #569 VR Glass dirty, dusty Guest Room Lighting is Clean 03Findings Guest Room General #569 VR Note: should set up program to clean the inside of the bedside lamps on a more frequent basis Other cleanliness issues base of floo

19、r lamp dusty and clear shade not clean Guestroom Walls, Carpet, and Ceiling are Clean 09Findings Guest Room General #569 VR Carpet / floors dirty, dusty carpet and tile flooring all needed cleaning Coffee Service (if available in guestroom) Items are Clean and in Good Condition 03Findings Guest Room

20、 Amenities #569 VR spoon not clean Kettle dirty exterior of kettle had hand marks Guestroom Trash / Rubbish Bins are Clean and in Good Condition 03Findings Guest Room Amenities #569 VR inside and out Trash / rubbish bins dirty Guestroom Furniture is Clean 09Findings Guest Room Furniture #569 VR Armo

21、ire dirty, dusty black scuffs on front of door Cabinets dirty, dusty inside of cabinet next to minibar dirty Desk dirty, dusty glass top not clean Pillows cases / covers dirty black mark Guest Bath / Vanity Walls, Door and Ceiling are Clean 03Findings Guest Bath #569 VR Doors / frames dirty, dusty G

22、uest Bath Terry is Clean and in Good Condition 09Findings Guest Bath #569 VR Hand towels dirty Guest Bathroom Vanity, Sink and Mirrors are Clean 03Findings Guest Bath #569 VR Mirrors dusty Vanity dusty Other cleanliness issues all chrome should be spotless Guest Bathtub / Shower Curtain(s), Shower W

23、alls, Toilet, and Floor are Clean 09Findings Guest Bath #569 VR Dirt, dust Property: Renaissance Sanya Resort & Spa, MARRIOTT CONFIDENTIAL AND 12/6/2011 SYXBR PROPRIETARY INFORMATION Audit date: 12/5/2011 Page 3 of 9 floors throughout bath area not clean Soap / shampoo residue on lower shower walls

24、Toilet dirty drips down front of toilet base Guest Bathroom Fixtures are Clean 03Findings Guest Bath #569 VR Towel bar / racks dirty, dusty Totals 18 81 CONDITION: Condition of Exterior, Public Space & Functional Areas Findings: Points Total Due Item Pool and Deck is in Good Condition. Water is Clea

25、n and Clear Findings Fitness Decks damaged wooden decking and stairs near water slide is worn and needs refinishing Tile dirty, damaged, worn there are several decorative stone pieces around the pool which have rust stains (also on other similar pieces at various locations around the property) Unsig

26、htly / hazardous conditions some chrome pool railings are rusting at the base; there are several decorative stone pieces around the pools that have, what appear Other cleanliness issues cushions on several chaise lounges at different pools are stained Guest Elevator is Well Maintained and in Good Co

27、ndition Findings Elevators Scratches, damage to exterior / interior doors Area Guest Floor Hallways and Corridors are in Good Condition Findings Gst Hallways/Stairs Ceilings damaged ceilings in several corridors have been either primed or painted with a color that does not match and the engineer sta

28、ted that this would not be corrected until the spring Cracks, breaks, pits, scratches, dents, chips corners in many areas are damaged; suggest installing more corner guards Floor worn, damaged the stone surfaces of many corridors appear to be stained or discolored - this material appears to be very

29、pourous and prone to staining Non-guestroom door frames damaged many service doors and mid corridor doors are dented/scratched Building Exterior is Clean and Well Maintained Findings Grounds Breaks several windows around property are shattered Exterior dirty, not maintained some of the roofing near

30、the Group Entrance doorway is discolored; ceiling near 21 AC Fan Room is water stained Totals CONDITION: Kitchen Condition Findings: Earned Points Action Responsible Date Date Work Plan Person Completed Current Possible 0303030357 69 Property: Renaissance Sanya Resort & Spa, SYXBR Audit date: 12/5/2

31、011 MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION 12/6/2011 Page 4 of 9 Points Total Earned Points Action Responsible Date Date Work Due Item Current Possible Plan Person Completed Back Dock and Entryway are Insect and Rodent-proof Findings Kitchen General Doors left open when unattended Associa

32、te Cafeteria/Canteen is Clean and Well Maintained Findings Kitchen General Hot-food temperatures not at or above 140F (60C) Dish Machines Meet Standard Findings Kitchen Equipment Heat-tape test strips not activated or waterproof temperature measuring device did not indicate 160F(71C) or higher for h

33、igh-temperature machines Food Production/Storage Floors, Walls and Ceilings are in good condition Findings FS-Food Production Area Ceiling tiles missing Totals CONDITION: Condition of Guest Rooms/Suites Findings: 000015 Points 339333 Total Item Earned Points Action Responsible Date Date Work Due Cur

34、rent Possible Plan Person Completed Guestroom Closet / Closet Amenities are in Good Condition Findings Guest Room Closet #569 VR Luggage racks damaged, worn Guestroom Telephones are Clean and in Good Condition Findings Guest Room Amenities #569 VR Telephones damaged, worn wireless phone base unit -

35、presets and dial pad work only if on speaker phone Guest Bathroom Fixtures are in Good Condition Findings Guest Bath #569 VR Sink drain not holding water Totals SAFETY AND SECURITY: Life Safety Findings: 00039 Points 33348 Total Due Item Earned Points Action Responsible Date Date Work Current Possib

36、le Plan Person Completed CRITICAL ITEM: All Fire Exits are Clearly Marked Findings Mech/Systems/Life Safety Fire exits not clearly labeled Emergency exit light back of the house broken Totals SERVICE: Restaurants Findings: 036 Points 945 Total Item Earned Points Action Responsible Date Date Work Due

37、 Property: Renaissance Sanya Resort & Spa, SYXBR Audit date: 12/5/2011 Current Possible Plan MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION Person Completed 12/6/2011 Page 5 of 9 Restaurant Server Focuses and Anticipates Guest Needs. Service is Attentive and Timely Findings Restaurant Server does

38、 not check back after entree is served to ensure satisfaction this applies to buffet as well as a la carte Totals SERVICE: Room Service Findings: 015 Points 318 Total Item Earned Points Action Responsible Date Date Work Due Current Possible Plan Person Completed Room Service Associates are Focused a

39、nd Anticipate Guest Needs. In-Room Service is Attentive. Associate Offers to Set / Re-Arrange the Table / Tray Placement Findings Room Service Server does not offer to pour beverages breakfast Totals SERVICE: Lounge Findings: 012 Points 921 Total Earned Points Action Responsible Date Date Work Due I

40、tem Current Possible Plan Person Completed All Lounge Service Associates Offer Suggestions to Every Guest Findings Lounge/Pool Bar Associate does not make suggestions from the beverage or food menu Lounge Service Staff is Focused and Anticipates Guest Needs Findings Lounge/Pool Bar Server does not c

41、heck back after Beverage is served to ensure satisfaction Totals SERVICE: Housekeeping Findings: 009Points 3921 Total Item Earned Points Action Responsible Date Date Work Due Current Possible Plan Person Completed Housekeeping Guest Room Delivery Program is in Place Findings Housekeeping Confectione

42、ry not included with the delivery Totals FOOD QUALITY AND SAFETY STANDARDS: HACCP/Documentation Findings: 015 924 Points Total Item Earned Points Action Responsible Date Date Work Due Current Possible Plan Person Completed Potentially Hazardous Food Temperature Logs (HACCP Form A-1) for Cooking and

43、Holding 09food items are completed and on file for the past 3 months Findings FS-Documentation Temperatures not taken for applicable meal periods not doing 2 hot & 2 cold for each meal period Totals 39 48 FOOD QUALITY AND SAFETY STANDARDS: Storage Procedures Findings: Property: Renaissance Sanya Res

44、ort & Spa, MARRIOTT CONFIDENTIAL AND 12/6/2011 SYXBR PROPRIETARY INFORMATION Audit date: 12/5/2011 Page 6 of 9 Points Total Due Item Earned Points Action Responsible Date Date Work Current Possible Plan Person Completed Cold, Potentially Hazardous Food Items are Maintained at or below 41F (5C) or me

45、et local legal required temperature, if more stringent Findings Kitchen Procedures 2 or more cold, potentially hazardous food items are found above 41F (5C) Totals FOOD QUALITY AND SAFETY STANDARDS: Associate Practices Findings: 035 Points 944 Total Item Earned Points Action Responsible Date Date Wo

46、rk Due Current Possible Plan Person Completed Sanitizer Bucket Program Meets Standard Findings FS-Food Production Area Sanitizers not available at work stations must have at each work station Approved Wiping Cloths are in Use and Meet Standard Findings FS-Food Production Area Wiping cloths not in us

47、e Hand-Washing Sinks Meet Standard Findings FS-Food Production Area Disposable, single-use paper towels or hand dryers not available Hand-washing sinks used for something other than hand washing should not have hand soap dispenser at prep sink No hot or cold running water or soaps not all appeared t

48、o have both hot & cold Totals SERVICES: Front Office Findings: 00024 Points 31331 Total Item Earned Points Action Responsible Date Date Work Due Current Possible Plan Person Completed Express Check-Out Program in Place Findings Front Office/Desk Folios not delivered to all departing guests by 0500 d

49、aily (unless prohibited by law) GuestWare 3 usage meets standard Findings DTS / PBX Hotel does not use GuestWare 3 Room Service / DTS (Delighted To Serve) Resources and Reports are Posted or Easily Accessed Findings DTS / PBX Use Records do not have color photographs must have use records for all me

50、nus Totals SERVICES: Restaurants Findings: 00076 39997 Property: Renaissance Sanya Resort & Spa, SYXBR Audit date: 12/5/2011 MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION 12/6/2011 Page 7 of 9 Points Total Earned Points Action Responsible Date Date Work Due Item Current Possible Plan Person Comp

51、leted Breakfast gratis item meets standard Findings Restaurant Gratis item not offered GM stated that this program was in place but auditor did not see this being offered to other guests or to auditor on Sunday morning B & F bar/breakfast training is conducted and documented Findings Restaurant some

52、 but not all associates have completed the training Restaurant Menus are Up To Date, Clean and in Good Condition Findings Restaurant Kids menu package does not include placemat menu, activity, plastic cup no crayons available Totals SERVICES: Room Service Findings: 00027 Points 33336 Total Earned Po

53、ints Action Responsible Date Date Work Due Item Current Possible Plan Person Completed Room Service / Door Knob Menus are Printed in the Correct format. Room Service Menu Available in Room, Either Guest Room Directory or Dining Guide Findings Room Service Door-knob menu does not state guarantee on t

54、ime or complimentary Totals SERVICES: Lounge Findings: 025 Points 328 Total Item Earned Points Action Responsible Date Date Work Due Current Possible Plan Person Completed Service Delivery is Prompt and Efficient. First Beverage Should be Served Within 5 Minutes of Ordering. Second Beverage Offered

55、Within 5 Minutes of Completing the First Beverage Findings Lounge/Pool Bar Second beverage not offered within 5 minutes of completing the 1st beverage at the bar or table Totals SERVICES: Exterior Public Space & Functional Areas Findings: 015 Points 924 Total Earned Points Action Responsible Date Da

56、te Work Due Item Current Possible Plan Person Completed All Expendable Items in Public Restroom Should Be Well Supplied 03Findings Public Restroom #569 VR Missing soap / towels in disabled rooms offering sinks no towels in disabled toilet near Red Star Grounds Signage is Sufficient and Well Maintained 03Findings Grounds Signage does not provide adequate directions should have more grounds signage directing guests to Red Sta and Star Anise P