Nile Brand Standards

Admin & General

LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Admin & Guest Services Guest Services :Lobby During peak morning and evening 01 Jan 19 Yes
General hours, a senior manager
(GM/RM/EAM/FOM) will be stationed in
the lobby, proactively engaging guests.

1 All Associate Associate All Areas Employee recognizes and 01 Jan 19 Yes
Demeanor Demeanor acknowledges guests from 10 feet
away. At 5 feet, team member smiles
and extends the gesture with folded
hands. Team member stands straight,
chin up and creates the gesture with
hands parallel to the floor without tilting
the head forward or bending while
doing the gesture. Team member
accompanies the gesture with the
appropriate salutation of the day (Good
morning, Good Afternoon, Good
Evening). 00:00 - 12:00 - Good Morning
12:01 – 16:00 - Good Afternoon 16:01 –
00:00 - Good Evening

1 All Guest Services Operating All Areas All operating supplies and equipment 01 Jan 19 Yes
Equipment & including desktop, printer, scanner,
Supplies credit card machines etc. are in
working order.

1 All Guest Services Operating All Areas All essentials for seamless guest 01 Jan 19 Yes
Equipment & service are available and arranged as
Supplies per standard to avoid struggling for
items in presence of a guest.

1 All Finance Billing All Areas Signatures are taken by guest on all 01 Jan 19 Yes
cheques and bills so that no disputes
regarding billing arise. Front Office and
Finance don't accept any cheques/bills
(except laundry) without guest
signature.

1 All Guest Services Guest Services All Areas Guest 01 Jan 19 Yes
feedback/discomfort/complains/glitches
etc. are listened to patiently, noted
properly, escalated and closed.

1 All Associate Associate All Areas No other task to be undertaken by 01 Jan 19 Yes
Demeanor Demeanor associates attending a guest like phone
calls etc

1 All Associate Associate All Areas Guests are escorted from one 01 Jan 19 Yes
Demeanor Demeanor associate to another ensuring a fond
farewell from one and a warm greeting
from another and ensuring that one
arms distance is maintained from the
guest at all times.

1 All Associate Associate All Areas Associates introduce themselves while 01 Jan 19 Yes
Demeanor Demeanor interacting in person with guests while
informing the service they would be
providing for instance the steward
serving a table should welcome the
guest using appropriate standards
while also introducing himself by name
as the table server.

1 All Associate Grooming All Areas Employees are well groomed and are 01 Jan 19 Yes
Demeanor attired in clean hotel uniforms, polished
shoes, name badges, brand pins, use
appropriate fragrance and display
personal hygiene at all times.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 All General Guest Room Guest Room Associate rings the bell twice at an 01 Jan 19 Yes
Entering interval of ten seconds announcing
“Name of Department”. After 20
seconds, knocks and announces
“Name Of Department, May I come In”
while entering the room and pauses for
a response. Strictly honours “Do Not
Disturb” signage. No door bells are
rung between 9 p.m. to 7 a.m. Between
these hours, door is knocked with
knuckle twice at an interval of ten
seconds announcing “Housekeeping”.
After 20 seconds, knocks again and
announces “Name Of Department, May
I come In” while entering the room and
pauses for a response. Strictly honour
“Do Not Disturb” signage. Door is
securely closed on departing the room.
Door pulled to reconfirm closure while
leaving a guest room.

1 All Guest Services Telephone All Areas Telephone is answered within 3 rings or 01 Jan 19 Yes
15 seconds with an appropriate
greeting and the department identified.
If the call is not answered in 3 rings or
15 seconds, an apology is extended.

1 All Associate Associate All Areas Employee’s speech is clear and in 01 Jan 19 Yes
Demeanor Demeanor comprehendible English. English is the
language used for conversation within
hotel premises.

1 All Associate Associate All Areas Guest asking for directions is escorted 01 Jan 19 Yes
Demeanor Demeanor as much as possible. When not
possible, open palm gesture in the
direction is shown. Pointing fingers is
prohibited.

1 All Associate Associate All Areas Employees respect guest presence 01 Jan 19 Yes
Demeanor Demeanor while interacting with each other and
avoid it as much as possible.

1 All Associate Associate All Areas Employees offer a warm and sincere 01 Jan 19 Yes
Demeanor Demeanor farewell at the end of a guest
interaction.

1 All Associate Associate All Areas Hand-held phones are kept on vibration 01 Jan 19 Yes
Demeanor Demeanor mode and landlines are kept on
minimum tone to cause minimum
disturbance during a guest interaction.

1 All Associate Associate All Areas Employee make eye contact and give 01 Jan 19 Yes
Demeanor Demeanor the guest uninterrupted attention and
patient hearing.

1 All Associate Associate All Areas Employees use the guest's name at 01 Jan 19 Yes
Demeanor Demeanor least once during the interaction and
make it personalised.

1 All Associate Associate All Areas Employees smile and display a 01 Jan 19 Yes
Demeanor Demeanor genuine, warm, friendly and interested
behaviour.

1 Club Swimming Pool Equipment Poolside Shepherd's Crook, Life Preserver with 01 Jan 19
enough rope to span the maximum
width of the pool is kept clearly visible
at the pool.

1 Club Fitness Center Linen Fitness Center A towel shelf with clean hand towels 01 Jan 19 Fitness
and used towel bin are present in the Center NA
fitness center.

1 Club Fitness Center Guest Supplies Fitness Center Drinking water is kept in or near the 01 Jan 19 Fitness
exercise room. Center NA

1 Club Fitness Center Guest Supplies Fitness Center Disinfectant wipes or spray, disposable 01 Jan 19 Fitness
paper towels and fabric hand towels is Center NA
available for usage.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Club Fitness Center Signage Fitness Center, 2 Disclaimers must be posted: a) 01 Jan 19 Fitness
Locker Room Disclaimer in the fitness area, stating Center NA
that guests exercise and use the
equipment at their own risk. b)
Disclaimer in the locker room regarding
guest valuables.

1 Club Fitness Center Signage Exercise Operational procedures and 01 Jan 19 Fitness
Equipment instructions for each piece of exercise Center NA
equipment is fixed on each machine.

1 Engineering Public Area Equipment Employee Minimum: 1 Well - Lit Full Length 01 Jan 19
Locker Room Mirror/Locker Room and 1 Well - Lit
Mirror/Vanity Counter. 2
Benches/Locker Room (Atleast 4 feet in
length).

1 Engineering Public Area Equipment Guest Minimum: 1 Well - Lit Full Length 01 Jan 19 Yes
Washrooms Mirror/Washroom and 1 Well - Lit
Mirror/Vanity Counter.

1 Engineering Public Area Condition Employee Flooring, Walls, Ceiling, Fixtures, 01 Jan 19 Pre opening
Locker Room Equipment is of high quality. 1 hook stage
behind every cubicle door is present.
Are in good repair and condition.
Comfortable ambient temperature is
maintained. Fresh Air and Exhaust
mechanisms are working.

1 Engineering Public Area Condition Guest Flooring, Walls, Ceiling, Fixtures, 01 Jan 19 Pre opening
Washrooms Equipment is of high quality. 1 hook stage
behind every cubicle door is present.
Are in good repair and condition.
Comfortable ambient temperature is
maintained. Fresh Air and Exhaust
mechanisms are working.

1 Engineering Public Area Condition Elevators - All Floors, Ceiling and Walls, Buttons, 01 Jan 19 Yes
Signage and phone is clean,
maintained and in working order.

1 Engineering Public Area Condition All Areas Light fixtures are clean and in working 01 Jan 19 Yes
order

1 Engineering Public Area Signage All Areas Clearly visible, adequate and clean 01 Jan 19 Yes
signages are fixed in all areas

1 Engineering Public Area Condition All Areas Area is maintenance free and all 01 Jan 19 Yes
equipment is in working order

1 Engineering Public Area Flooring All Areas Flooring, Walls and Ceiling is of high 01 Jan 19 Yes
quality, is in good repair and condition.

1 Engineering Public Area Condition Exterior Areas Exterior of the hotel is well maintained 01 Jan 19 Yes
and in good condition

1 Engineering Guest Room Equipment Guest Room 1 health faucet in WC cubicle (located 01 Jan 19 Yes
Product/Arrival on RHS of the WC), 1 amenity
Room holder/shower cubicle and 1 amenity
holder/bathtub, 1 fixed Vanity Counter
Mirror, 1 Full length mirror in room

1 Engineering Guest Room Signage Main Door Room number is prominently displayed 01 Jan 19 Yes
Product/Arrival outside the room in good condition and
Room is clean. Numbers in braille in addition
is optional.

1 Engineering Guest Room Condition Guest Room Room and bathroom are maintenance 01 Jan 19 Yes
Product/Arrival free and all equipment is in working
Room order

1 Engineering Guest Room Equipment Minibar Cabinet 1 40-litre minibar with working bulb, a 01 Jan 19 Yes
Product/Arrival glass door, locking facility and door
Room shifter is available. Minibar door to
open on same side as cabinet door.
Minibar to be clean and cooling
properly.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Engineering Guest Room Condition Guest Room Hot water temperature is as per 01 Jan 19 Yes
Product/Arrival industry standards (45 C - 50 C). Hot
Room and cold water pressure is as per
industry standards (3 Bar, + - 0.5 Bar)

1 Engineering Guest Room Equipment Guest Room A clean and working thermostat is 01 Jan 19 Yes
Product/Arrival available. Thermostat is set at 21 C for
Room summers and 23 C for winters. Room at
a comfortable temperature on arrival
and free of odour.

1 Engineering Guest Room Equipment, Wardrobe 1 Safe/room is available. Must hold an 01 Jan 19 Yes
Product/Arrival Collaterals A4-sized portable 17 inches computer.
Room Liability limitations/coverage must be
visible on printed branded card or on
metallic plaque placed in or on safe.
Liability limits disclaimer text should
follow local legislation. Stickers are
permitted.

1 Engineering Guest Room Equipment Main Door Electronic Door bell must be present 01 Jan 19 Yes
Product/Arrival and working
Room

1 Engineering Guest Room Equipment Main Door, I/C All guestroom doors should be 01 Jan 19 Yes
Product/Arrival Door equipped with a deadbolt lock and
Room collar lock. All connecting doors must
have an internal deadbolt lock.

1 Engineering Guest Room Signage, Main Door Electronic DND, CML (Collect My 01 Jan 19 Yes
Product/Arrival Collaterals Laundry) and CMR (Clean My Room) is
Room present. Individual Do Not
Disturb/CML/CMR signages placed on
the inside door knob or on a hook near
the inside door is also allowed.

1 Engineering Guest Room Equipment Main Door Viewing hole is present at appropriate 01 Jan 19 No disabled
Product/Arrival height (about 5 feet from floor in room All
Room standard rooms) and 1 additional other rooms
viewing hole present at about 3 feet is OK
from floor in differently abled room. Is
functional and clean

1 Engineering Guest Room Equipment Main Door Door closure and stopper is present, 01 Jan 19 Yes
Product/Arrival clean and functional
Room

1 Engineering Occupied/Vacant Turndown Guest Room Maintenances such as fused bulbs etc 01 Jan 19 Yes
Room Servicing are attended to while room is being
serviced.

1 Engineering Occupied Room Room Servicing Guest Room Maintenances such as fused bulbs etc 01 Jan 19 Yes
are attended to while room is being
serviced.

1 Engineering Swimming Pool Signage Poolside Pool depths are clearly marked on the 01 Jan 19
pool deck or apron, indicated
specifically by foot and by meter
notations. (NOTE: These markings must
not be more than 25 feet, or 7.62
meters, apart. They must occur at all
depth changes). Diving boards are not
available.

1 Engineering Public Areas Condition All Areas All areas are maintenance free. 01 Jan 19 Yes

1 Engineering Facilities Policies & All interior signage must conform to Yes
Programs Brand Graphics: wayfinding signage,
etc.

1 Engineering Facilities Policies & All exterior signage must conform to Yes
Programs Brand Graphics: Building/free standing
signs

1 Engineering Exterior Exterior Decals must be branded. Window Yes

decal/distraction pattern, at 5 feet/1.5
meters from the floor, on all interior
glass doors and/or any full length glass
panel(s)
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Restaurant 1. The area is designated as non- 18 Jan 21 18 Jan

Production smoking.2. The Breakfast Area 21
accommodates at minimum, flexible
seating for at least twenty percent
(20%) of the total guestrooms. 3. Area
to include buffet , Grab n Go, coffee
and beverage station. 4. Breakfast
seating must be designed based on
brand approved layouts.

1 F&B Brand Standard All guests will receive table side offer of 18 Jan 21 18 Jan
Production fresh baked croissants and a specialty 21
muffin from a basket presentation

1 F&B Brand Standard The newspaper selection in the all-day 18 Jan 21 18 Jan
Production restaurant and in lounges will include at 21
least three business titles, three dailies,
and two international papers; single
diners will be invited to select one

1 F&B Brand Standard Coffee and tea will be served with small 18 Jan 21 18 Jan
Production complimentary sweet and petit four 21

1 F&B Restaurant Restaurant Restaurant reservations will be held up 18 Jan 21 18 Jan

Production Booking to twenty minutes after the booked 21
time; a courtesy call will be made within
ten minutes after the booked time has
passed

1 F&B Mini Bar Guest Room Refrigerators will have some empty 18 Jan 21 18 Jan
Production space available for placement of 21
guest‟s personal items

1 F&B Entertainment IRD / concierge Anytime a DVD is requested for in- 18 Jan 21 18 Jan
Production room use, popcorn and Pepsi/Coke will 21
be delivered on a complimentary basis

F&B Menu Menu Lobby Menus of all Nile Hospitality restaurants

Production Specification in the city will be offered for viewing;
these will be original menus, not
photocopies.

1 F&B Soft Skills Restaurant Staff will go about their work quietly, 18 Jan 21 18 Jan
Production minimizing the noise from service 21
stations and service areas

1 F&B Breakfast Beverage Restaurant / IRD Beverage menus will feature at least 18 Jan 21 18 Jan
Production five drinks highlighted as healthy and 21
vegetarian, featuring fresh ingredients

1 F&B Breakfast Beverage Restaurant / IRD Coffee will be served in a French press 18 Jan 21 18 Jan
Production (with the first cup poured by the server) 21
OR in a cup from the coffee machine

1 F&B IRD Package Meal The menu will feature a packed meals 18 Jan 21 18 Jan
Production option (Breakfast and Lunch Hampers) 21
that is conveniently and attractively
packaged; this can be ordered at the
restaurant and prepared for takeout
within fifteen minutes

1 F&B Guest Service Restaurant / IRD Guests can easily and quickly make a 18 Jan 21 18 Jan
Production dining reservation at any time of day, 21
speaking with a well- informed staff
member

1 F&B Entertain Restaurant Music, decor, service ware and 18 Jan 21 18 Jan
Production accouterments will support the theme 21
or nationality of the restaurant

1 F&B Menu Menu Restaurant / IRD All service staff will be able to 18 Jan 21 18 Jan
Production Knowledge effectively discuss the tea and coffee 21
selections and assist the guest in
selecting

1 F&B Guest Interaction All Guest Area Service times will be coordinated to 18 Jan 21 18 Jan
Production occur with daily housekeeping services 21
so as not to disturb the guest multiple
times
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Packed Food Specification IRD In-Room Dining menus will feature 18 Jan 21 18 Jan
Production packed meals (called Breakfast 21
Hamper or Lunch Hamper), available
24/7, that will be elegantly packaged
and include an element of the local
culture or Nile Hospitality branding

1 F&B Service Restaurant A child‟s dining experience will be 18 Jan 21 18 Jan

Production Specification featured, including fun and age- 21
relevant presentations and service
ware.

1 F&B Amuse Bouche IRD The In-Room Dining menus will include 18 Jan 21 18 Jan
Production a selection of items that can be 21
prepared in small portion to create a
personalized chef‟s tasting menu

1 F&B Restaurant Time Restaurant / A selection of breakfast dishes will be 18 Jan 21 18 Jan
Production Specification Room Service listed and available from the menu 24/7 21

1 F&B IRD VIP Animates Guest Room / Dinner presentations will include a 18 Jan 21 18 Jan
Production Restaurant small Indian fabric accent, such as a 21
runner or napkins only for VIPs

1 F&B IRD Guest Room Trays, trolleys and chairs will be 18 Jan 21 18 Jan
Production automatically arranged conveniently, 21
comfortably, and with attention to the
room‟s advantages such as view and
furnishings

1 F&B Maintenance Hygiene Restaurant "Room fresheners or exhaust system 18 Jan 21 18 Jan
Production (mechanical or otherwise) are used to 21
maintain a pleasant atmosphere, free of
smoke and odors."

1 F&B Maintenance Specification Restaurant Ceiling finishes to be smooth plastered 18 Jan 21 18 Jan
Production and painted as a minimum. 21

1 F&B Product Product Restaurant "Outside noise is minimized through 18 Jan 21 18 Jan
Production Specification the use of proper noise buffers, such as 21
shrubbery and insulated windows."

1 F&B equipment Product Restaurant "Mechanical and electrical devices are 18 Jan 21 18 Jan
Production Specification incorporated into the overall decor to 21
avoid disruption of the design theme."

1 F&B Maintenance Product Restaurant The wall skirting is flat style and at least 18 Jan 21 18 Jan
Production Specification 100mm high. 21

1 F&B Maintenance Product Restaurant / "Floor finishes to be timber, stone, 18 Jan 21 18 Jan
Production Specification Lobby marble or granite in heavy traffic areas. 21
Carpet is only acceptable in seating
areas. Carpet is cut-pile one hundred
percent (100%) solution dyed nylon,
wool, computer printed, or other
approved material. A commercial grade
carpet underlay is required."

1 F&B Specification Restaurant / "Food service facilities have convenient 18 Jan 21 18 Jan
Production Lobby access from the lobby and kitchen 21
areas and the entrance is attractive and
inviting."

1 F&B Product Stainless steel or silver flatware is used 18 Jan 21 18 Jan

Production 21

1 F&B properly sized, clean, wrinkle-free and 18 Jan 21 18 Jan

Production in excellent condition 21

F&B Product Specification Restaurant Linen napkins, tablecloths or placemats 18 Jan 21 18 Jan
Production are always provided 21

1 F&B Menu Menu Restaurant / IRD Pricing and portion size is at the 18 Jan 21 18 Jan
Production Specification discretion of the property management. 21

1 F&B Menu Menu Restaurant / IRD "Menus contain exact and precise 18 Jan 21 18 Jan
Production Specification definitions of food items, ingredients, 21
quality, origin and portion sizes."

1 F&B Menu Menu Restaurant / IRD Menus are clean, free of spots, and 18 Jan 21 18 Jan
Production Specification never dog-eared 21
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Menu Menu Restaurant / IRD Menus are available in local language 18 Jan 21 18 Jan
Production Specification and English 21

1 F&B Menu Menu Restaurant / IRD Menus have no handwritten alteration 18 Jan 21 18 Jan
Production Specification 21

1 F&B Menu Menu Restaurant / IRD Menus are always professionally 18 Jan 21 18 Jan
Production Specification produced 21

1 F&B Entertain Restaurant Soft background music is played in the 18 Jan 21 18 Jan
Production restaurant area. 21

1 F&B Sustainable Restaurant "All hotels must use sustainable straws 18 Jan 21 18 Jan
Production Development in lieu of plastic, this is applicable for all 21
Food and Beverage Outlets, including
Room Service."

1 F&B HK Clean Linen Restaurant "The area is always clean and free of 18 Jan 21 18 Jan
Production clutter in order to enhance the guests' 21
opinion of the decor and staff."

1 F&B Restaurant Specification Restaurant "The franchise restaurant is separate 18 Jan 21 18 Jan
Production and distinct from the hotel operation in 21
all aspects of its operational needs
(e.g.: entry, seating, food storage and
preparation, restrooms, back-of-house
activities, deliveries, quality assurance,
etc.)."

1 F&B F&B Restaurant Restaurant "The restaurant is an approved in- 18 Jan 21 18 Jan
Production Specification house brand restaurant or an 21
established national restaurant
franchise, agreed and approved by the
brand."

1 F&B Maintenance Specification Restaurant Light fittings and power sockets 18 Jan 21 18 Jan
Production adequately IP rated 21

1 F&B Product Product Restaurant A protective covering is added to the 18 Jan 21 18 Jan
Production Specification bottom half of the door (e.g., carpet or 21
guardrails).

1 F&B Restaurant Furniture Restaurant "All furnishings and fixtures are in 18 Jan 21 18 Jan
Production Specification excellent condition and free of dust, 21
lint, finger marks, stains, smudges, and
scratches."

1 F&B Guest Area Specification Restaurant The entrance is attractive and inviting 18 Jan 21 18 Jan
Production and the hours of operation are clearly 21
posted.

1 F&B Maintenance Specification Restaurant Door closers and kick plates are 18 Jan 21 18 Jan
Production incorporated. 21

1 F&B Maintenance Specification Restaurant "Exterior doors have screens or insect 18 Jan 21 18 Jan
Production control device and 180 degree tamper- 21
proof through door viewers. Careful
attention to traffic flow and screening
between kitchen and dining is
essential."

1 F&B Maintenance Specification Restaurant All pantry area doors are hollow metal 18 Jan 21 18 Jan
Production (including frames), with kicks, hand 21
plates and closures

1 F&B Maintenance Specification Restaurant "Lighting is fluorescent, general 18 Jan 21 18 Jan

Production illumination. Recessed ceiling fixtures 21
with acrylic lenses are recommended."

F&B Maintenance Specification Restaurant "Ceilings are 2.75m high with washable 18 Jan 21 18 Jan
Production acoustical lay in ceiling, with vinyl or 21
similar impervious finish."

1 F&B Maintenance Back Area Back Area All surfaces are washable and 18 Jan 21 18 Jan
Production Specification impervious to grease and moisture 21

1 F&B Maintenance Back Area Back Area "Walls behind the cooking line and 18 Jan 21 18 Jan
Production Specification dishwasher are masonry, ceramic tile 21
or stainless steel sheeting."

1 F&B Maintenance Back Area Back Area Walls have a painted finish with high 18 Jan 21 18 Jan
Production Specification quality enamel or epoxy paint 21
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Maintenance Back Area Restaurant "Floors have commercial grade 18 Jan 21 18 Jan
Production Specification 12.5mm quarry tile, waterproofed with 21
sealed joints, and a quarry tile sanitary
base. A brand approved commercial
grade vinyl composition is the minimum
requirement."

1 F&B Restaurant Breakfast Buffet Restaurant One (1) more items from the following: 18 Jan 21 18 Jan
Production Breakfast potato dish, tomatoes, baked beans, 21
mushrooms, black pudding, white
pudding, vegetarian sausage, waffles,
French toast, other local dish of the
country.

1 F&B Restaurant Breakfast Buffet Restaurant 1. A minimum of two (2) types of 18 Jan 21 18 Jan
Production Breakfast individually wrapped cheese portions 21
including one cream cheese must be
displayed in the refrigerated section of
the buffet. 2. Cold meats are optional
but if provided must be kept in the
refrigerated section of the buffet.

1 F&B Restaurant Breakfast Restaurant 1. Sufficient uniformed staff is required 18 Jan 21 18 Jan
Production Breakfast Service in the breakfast area. 2. Ensure proper 21
replenishment and guest satisfaction. 3.
Ensure all appliances are functioning
properly and hot coffee and chilled
juices are prepared before the start of
the breakfast service. 4. Ensure the
breakfast area is clean and ready for
service during all hours of operation. 5.
Ensure tables and chairs are clean and
free of stains, crumbs and food spills.6.
Properly dispose of used service ware,
trash and other debris prior to overflow.
7. Monitor the television channel
selection and sound level to ensure
guest satisfaction. 8. Ensure breakfast
selections and presentation are
attractive, clean, professional,
appetizing and functional. 9. Ensure
breakfast quantities are sufficient based
on the previous night's occupancy. 10.
Ensure all required service ware and
supplies are at set par levels, neat,
organized and restocked throughout
the service period.

1 F&B Back Area Back Area Floor is sloped toward floor drains, with 18 Jan 21 18 Jan
Production Specification 12.5mm at drain plate 21

1 F&B Back Area Back Area Pantry or kitchen area is a minimum 18 Jan 21 18 Jan
Production Specification 15m2 21

1 F&B Breakfast Buffet Restaurant 1. There must be a minimum of four (4) 18 Jan 21 18 Jan
Production different types including one healthy 21
option (e.g. muesli). 2. Cereals can be
served either in individual portion
boxes or loose cereal in dispensers.
When dispensers are used, they must
never be less than 25% full before refill.
4. Cereal bowls must be displayed
beside the dispenser on the counter. 5.
A bin must be placed next to the cereal
stand for the disposal of associated
waste.

1 F&B Breakfast Buffet Restaurant 1. Sweet - A minimum of two (2) types 18 Jan 21 18 Jan
Production must be available (e.g. muffins, 21
croissants, pain au chocolate, pain aux
raisins, Danish). 2. Must be displayed in
a basket or bowl platter on a liner.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Breakfast Buffet Restaurant 1. A minimum of a full-fat butter and a 18 Jan 21 18 Jan
Production low-fat variety (e.g. Flora) must be 21
available. 2. Must be individually
wrapped portions. Must be
professionally displayed, kept a
minimum of half full, in the refrigerated
section of the buffet.

1 F&B Restaurant Breakfast Buffet Restaurant 1. A continental breakfast buffet is 18 Jan 21 18 Jan
Production complimentary to registered guests. 2. 21
It is presented using the highest quality
foods, utensils, and display equipment.
3. Breakfast is served for a minimum of
three hours per day, seven days a
week. Hours of operation can be
expanded but not reduced, to meet
local market requirements.

1 F&B Restaurant Area Hygiene Restaurant Room fresheners or exhaust system 18 Jan 21 18 Jan
Production Protocol (mechanical or otherwise) are used to 21
maintain a pleasant atmosphere, free of
smoke and odors.

F&B Buffet Breakfast Buffet Breakfast All properties that provide the brand 18 Jan 21 18 Jan
Production breakfast are required to have a 21
breakfast pantry

1 F&B F&B Restaurant F&B Restaurant F&B Restaurant The breakfast must be presented in a 18 Jan 21 18 Jan
Production clean, professional, appetizing and neat 21
manner.

1 F&B Restaurant & Restaurant & Restaurant & Hot dishes should be served in chafing 18 Jan 21 18 Jan
Production Banquet Banquet Banquet dishes. 21

1 F&B Breakfast Breakfast Buffet Breakfast Buffet A minimum of one (1) style of egg must 18 Jan 21 18 Jan
Production be provided 21

1 F&B Breakfast Breakfast Buffet Breakfast Buffet Breads (white and brown) medium 18 Jan 21 18 Jan
Production sliced bread is the minimum standard. 21
A commercial grade toaster must be
provided.

1 F&B General Behavior All Guest Area All team members to use guest name 18 Jan 21 18 Jan
Production at least once while interacting 21

1 F&B Service Breakfast Hot Food and Minimum 5 types with at least: • 1 Hot 01 Jan 21 01 Jan
Condiments meat item (example: bacon, sausages) 21
• 1 Hot egg dish (example: boiled egg) •
1 Hot vegetarian item (example: baked
beans, mushrooms, tomatoes, roasted
vegetables, shakshouka) 1 type of Soft
scrambled eggs • Soft scrambled eggs
must be presented well, not congealed
or dry 1 type Rock/Flaked salt 1 type
Ground black pepper Minimum 2 type
Market-relevant sauces or dressings
(example: ketchup, tabasco maple
syrup) 1 type Butter 1 type Margarine •
If mono-packaged butter and
margarine are used, they should be
single portion sized and may be packed
in recyclable material (i.e. no plastic) • If
mono-packaged margarine is not
available in recyclable packaging,
plastic packaging may be used but
must be approved by Regional/District
Director
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Service Breakfast Allergen Gluten-free bread (Optional) 1 type 01 Jan 21 01 Jan
Alternatives Gluten-free crackers 1 type Lactose- 21
free milk Based on market demand,
allergen alternatives may be kept on
buffet or made available on guest
request - ON REQUEST TAG • If
allergen alternatives are placed on the
buffet, it must be kept on a separate
section on the buffet or individually
packaged to avoid cross-contamination
• Clear signage to be placed next to
allergen alternatives • A dedicated
bread toaster must be placed next to
the allergen alternatives when on the
buffet

1 F&B Service Breakfast Bakery, Jams Min 3 types Viennoiserie (example: 01 Jan 21 01 Jan
and Spreads croissants, pain aux raisins, muffins)- 21
OK 2 types Bread rolls- OK 1
Sourdough loaf or local equivalent- OK
1 Brown cereal loaf or local equivalent-
OK 2 types Sliced square bread- OK •
Food-safe brown baking paper/high
quality kitchen towel can be placed
under the croissants and viennoiserie
to avoid crumbing on the buffet • Bread
toaster is to be placed in close vicinity
to the sliced bread- OK 4 type, mono
packed or bulk Jam and/or marmalade-
NO PLASTIC JAM 1 type, mono
packedSoft honey • If mono-packaged
jams and spreads are used, they
should be single portion sized and
packed in recyclable material (example:
25gr-28gr, and no plastic) • Bulk sized
OS&E must be approved by
Regional/District Director

1 F&B Service Breakfast Cheese 1 Whole cheese- OK 1 Sliced cheese- 01 Jan 21 01 Jan
NOT GOOD 1 Soft or cream cheese 21
(example: cottage cheese) • In many
markets, for example Turkey and
France, there is an expectation to have
more cheeses on the buffet (to be
determined by Area F&B and approved
by Regional Director/District Director)

1 F&B Service Breakfast Cold Cuts Min 2 types cured slice meats if hotel 01 Jan 21 01 Jan
served Non veg Food. 21

1 F&B Service Breakfast Pickles, 2 types Fresh cut vegetables- OK 1 01 Jan 21 01 Jan
vegetables and Cured or pickled vegetables- OK 1 21
Fish Extra virgin olive oil- OK 1 ‘Healthy’ oil
(example: pumpkin seed oil, walnut oil,
almond oil)- OK 1 Home-grown cress
or micro-sprouts- OK 1 Smoked,
pickled or cured high quality fish OK

1 F&B Service Breakfast Dairy Min 1 Yogurt (example: natural, Greek) 01 Jan 21 01 Jan
1 Buttermilk 1 Milk full fat (or >3.4% 21
butterfat content) 1 Milk semi-skimmed
(or 1.0%-2.0% butterfat content) 1 Milk
dairy-free (example: rice, almond, oat
milk) • Yogurts must not be pre-
flavored

1 F&B Service Breakfast Cereals, Seeds, 1 Sugar-free muesli- TAG NOT OK, 1 01 Jan 21 01 Jan
Nuts and Dried Bran cereal (any variety) 1 Other cereal 21
Fruits (any variety) 3 types Nuts and/or seeds
2 types Dried fruits- NO

1 F&B Service Breakfast Fruits 3 types Seasonal freshly cut fruits 1 01 Jan 21 01 Jan
Whole fruit 1 Fruit compote • Whole 21
fruit must include banana • Whole fruit
types must not be mixed
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Service Guest Services Guest Services Restaurants Service ambassadors during meal 01 Jan 19
periods in F&B Service control
restaurant/banquet movement, monitor
guest movement and assist guests.

1 F&B Service Public Area Cleanliness All Areas Soiled Room Service/IRD 01 Jan 19
trays/trolleys/operating equipment are
not found lying anywhere apart from
the designated area in Room Service/In
Room Dining.

1 F&B Service Public Area Cleanliness Lobby Market Place is clean, maintained and 01 Jan 19
set-up with fully stocked with good
quality brand approved products.

F&B Service Brand Standard Guest Rooms Fruit amenities will be set pre-arrival in
all rooms; presented in an artistic,
contemporary or local- heritage style
including three pieces of fruit.

1 F&B Service Breakfast Breakfast Full cutlery set up or full cutlery with
cutlery holder• Tables should be
completely set-up before guest is
seated

1 F&B Service Breakfast Coffee and Tea Coffee 4 Types available on the
Station machine (espresso, espresso-based
drink, decaf, americano)- OK Teabags
(example: green, Breakfast, infusion) -
minimum 3 types- OK Loose leaf tea - 3
types- OK- KIMCHIS SHOULD BE
KEPT Semi-skimmed milk (or
1.0%-2.0% butterfat content Lemon
slices (2mm-3mm)- NO 1 type
Cookies/biscuits - OK Minimum 3 types
(white sugar, brown sugar and sugar
substitute) NO STANDARD
REQUIREMENTS • Client-facing
automatic, fast-serve bean-to-cup
coffee machines with hot water
provision for tea to be placed on buffet
where applicable • Coffee machine is
placed next or close to the tea station •
Freshly brewed coffee may also be
available through coffee thermos •
Cookies/biscuits must not be
individually packaged • Recyclable
take-away cups may be added to the
coffee station as per operational
demand

1 F&B Service Breakfast Drinks 1 Fresh squeezed orange juice (not

from concentrate)- NO 1 Vegetable
juice- OK 2 Other juices - OK 1 Infused
water- NO Sparkling water Optional 1
Still water (bottled or filtered)

1 F&B Service Lobby Welcome From 12:00 until 22:00 Close to

Corner reception area; must be visible
Minimum 1 bottle of still water and
optional 1 bottle of sparkling water
Minimum 6 water glass placed on
Radisson branded coasters or on tray
Infused water minimum 1 glass carafe
or dispenser Whole fruit not cut and not
damaged — Minimum 6 pieces (only 1
type) Minimum 2 types Candies, not
mixed together Minimum 1 type
cookies/biscuits 1 Radisson Welcome
Corner sign Optional Local pastry
(delicacy that could be provided easily)
Tray for used glass

1 F&B Service Meeting Rooms Meeting room Meeting Equipment and set ups are
meeting brand standards

1 F&B Service Meeting Rooms Credenza Credenza set ups are meeting brand
standards
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 F&B Service Meeting Rooms Boardroom Boardroom equipment and set ups are
meeting brand standards

1 F&B Service Restaurant F&B Provide continuous food service in an

outlet from 06:30 - 22:00. Food and
beverage service via room service is an
acceptable alternative during hours of
low demand.

1 F&B Service Restaurant F&B Restaurant and Lounge menus must be

professionally reproduced, without
manual alterations (handwritten, sticker
overlays, etc. prohibited).

1 F&B Service Breakfast Ala carte All day dining Ala Carte Breakfast must be available
Minimum 3, with at least 1 egg & 1
sweet dish Presented warm & with a
tasteful presentation Dishes must be
served at the table to the guest if
requested

1 F&B Service Breakfast Hours of All day dining Breakfast should open at 06:30 latest in
operation business hotels. Earlier opening hours
are encouraged in airport hotels, and
later opening hours are encouraged for
Resorts Guest list must not be visible to
guests or left unattended where it could
be seen by a guest

1 F&B Service Breakfast Hours of All day dining Breakfast must be open for a minimum
operation of 3 hours (weekdays) and 4 hours
(weekends) Breakfast must be open
until at least 11:00

1 Front Office Transport Guest Services Car Minimum Requirement/Car - 2 01 Jan 19 No

Hangers, 1 Tote Box, 2 Umbrella, 1 Car
Charger, 1 First Aid Box With
essentials, 1 Duty Slip Folder With Duty
Slip Book, 1 Leatherette Tissue Box
With Tissue, 1 Leatherette Placard, 200
ml water bottles (cold & room
temperature), 1 Pen Drive, 1 Jasmine
fragrance aerosol, 1 Jasmine gel air
freshener

1 Front Office Check in Welcome Guest Rooms Personalized, hand-signed welcome 01 Jan 19 Yes
letters from the General Manager will Yes
be preset in all rooms.

1 Front Office Bell Guest Services Lobby Guests asking for dining advice will be 01 Jan 19 Yes
Desk/Concierge given at least three suggestions Yes
matching the guest’s needs and will
always include a Nile Hospitality
restaurant in locations where available.

1 Front Office Transport Guest Services Car Each car will have Jasmine fragrance 01 Jan 19 Yes
air-fresheners and aerosols. Yes

1 Front Office Check in Guest Services Lobby Cold Towels and Warm Towels to be 01 Jan 19 Yes
given along with welcome drink (In Yes
Resorts)

1 Front Office Check in Baggage Bell Desk All VIP's will be directly escorted to the 01 Jan 19 Yes
Service room for an In-Room check In. Photo Yes
Id's can be collected form the guest in
the room and returned to the guest by
the associate delivering the luggage.

1 Front Office Guest Services Safety & Safety Deposit Safety deposit locker facility is 01 Jan 19 Yes
Security Locker Room available. Is clean, maintained and Yes
under CCTV surveillance.

1 Front Office Bell Bell Left Luggage Left luggage facility is available. Is clean 01 Jan 19 Yes
Desk/Concierge Desk/Concierge Room and maintained. Electronic lock and Yes
camera is installed.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Front Office Front Desk Operating Lobby Minimum Requirement - 1 Passport 01 Jan 19 Yes
Equipment & Scanner, 1 Note Counting Machine, 2 Yes
Supplies Key Encoder, 1 AED in cabinet, 1
Wheel Chair, 1 Hand Truck, 1 Bird
Cage Cart, 2 Desktop With Accessories
, 1 Printer with Scanner, 1 Hand-held
scanner , 1 Safety Deposit Locker

1 Front Office Business Centre Guest Services Business Centre Minimal services to include Internet 01 Jan 19 Yes
Access, Faxes, Mails and Couriers, Yes
Printing, Scanning, Photocopying,
Spiral Binding, Thermal Binding, Paper
Trimming, Lamination, Secretarial
Services and Selling of Retail items
such as DVD's and USB's.

1 Front Office Membership Enrolment Front Desk The hotel has achieved hotel specific 01 Jan 19 Yes
Program program enrollment goals for the year. Yes

1 Front Office Membership Policies & All Areas Recognition and acknowledgement of 01 Jan 19 Yes
Program Programs member is done as per membership Yes
level.

1 Front Office Membership Policies & Back Office - FO Hotel Enrollment Tracker is clearly 01 Jan 19 Yes
Program Programs displayed at the back of the house to Yes
ensure front office employees are
aware of the daily, monthly & yearly
enrollment goals, actual enrollments
and incentive received.

1 Front Office Membership Policies & All Areas Member Benefit delivery is done as per 01 Jan 19 Yes
Program Programs entitlement. Yes

1 Front Office Bell Guest Services Guest Room Newspapers are delivered between 01 Jan 19 Yes
Desk/Concierge 4:00 am and 5:00 am every morning. Yes
Newspapers are folded, placed in bags
and based on the preferences, hung on
the door handle without disturbing
guests. For any additional requests
received, newspaper is folded in a bag,
placed on a tray and given to guests
using standard procedures.

1 Front Office Operator Guest Services Operator Wake-up calls are noted, reconfirmed 01 Jan 19 Yes
and delivered on time through an Yes
automatic machine and manually.
Request for follow-up call is enquired
and attended.

1 Front Office Business Centre Guest Services Business Centre Business centre is manned from 9 am 01 Jan 19 No
to 6 pm or as per business needs.
Signage to be displayed during non-
manned hours for ease if guests for
assistance.

1 Front Office Business Centre Guest Supplies Business Centre Updated newspapers and magazines to 01 Jan 19 No
be available at all times.

1 Front Office Business Centre Operating Business Centre All operating supplies and equipment 01 Jan 19 Yes
Equipment & including desktop, printer, scanner, Yes
Supplies credit card machines etc. are in
working order.

1 Front Office Business Centre Guest Services Business Centre Business centre menu is printed and 01 Jan 19 No
available for guest reference.

1 Front Office Operator Telephone Operator The caller is listened to carefully and 01 Jan 19 Yes
request attended to. Caller is thanked Yes
after a conversation and wished a
pleasant day.

1 Front Office Operator Telephone Operator Calls are attended with a smile and in a 01 Jan 19 Yes
professional manner. Background is Yes
free of noise or disturbance.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Front Office Operator Telephone Operator Calls are transferred in a professional 01 Jan 19 Yes
way announcing "Transferring your Yes
call". No calls are screened unless
requested by a guest or unless a call
transfer is requested by guest or for
single lady travellers.

1 Front Office Guest Services Guest Services Lobby Lobby ambassadors during morning 01 Jan 19 Yes
and afternoon shifts in front office Yes
control lobby movement, monitor guest
movement and assist guests is
mandatory.

1 Front Office Guest Services Guest Services Lobby Lobby and operator are manned 24 x 7 01 Jan 19 Yes
Yes

1 Front Office Guest Services Rooming Guest Room Employee offers additional services 01 Jan 19 Yes
before departing (i.e. pressing, Yes
coffee/tea, etc.) and offers his/her
name for assistance.

1 Front Office Guest Services Rooming Guest Room Employee explains all complex 01 Jan 19 Yes
technical aspects of the room (i.e. Yes
electric curtains, audiovisual
equipment, shower controls, etc.),
heating/air-conditioning controls,
location of room bar, safe and hair
dryer, complimentary offerings, internet
access and usage, valet/laundry
services, master switches,
directory/room service menu.

1 Front Office Guest Services Rooming Guest Room Employee offers the option of a room 01 Jan 19 Yes
orientation on reaching the room. Yes

1 Front Office Guest Services Rooming All Areas Employee ascertains if it is the guest's 01 Jan 19 Yes
first visit to the hotel and if it is, Yes
locations of the restaurants, bars and
health spa/fitness facilities is pointed
out (should be offered as opposed to
automatic for returning guests).

1 Front Office Guest Services Rooming All Areas Employee engages in polite, 01 Jan 19 Yes
unobtrusive conversation with the Yes
guest. Speech is clear and English
language is used for communication.

1 Front Office Transport Condition Car Exterior and Interior of the vehicle is 01 Jan 19 Yes
polished, in working order and Yes
maintenance free.

1 Front Office Transport Cleanliness Car Exterior and interior of the vehicle 01 Jan 19 Yes
clean, tidy and odour free. Yes

1 Front Office Bell Bell Lobby Employee is able to arrange and give 01 Jan 19 Yes
Desk/Concierge Desk/Concierge options of travel (i.e. flights, railway, Yes
bus, taxi, etc).

1 Front Office Bell Bell Lobby Employee is knowledgeable regarding 01 Jan 19 Yes
Desk/Concierge Desk/Concierge nearby places of interest (i.e. theatre, Yes
tourist sights, sporting activities,
shopping, banks, ATM), is able to
explain directions and prepare an
itinerary.

1 Front Office Bell Bell Lobby Employee asks enough questions and 01 Jan 19 Yes
Desk/Concierge Desk/Concierge provides written information in clear, Yes
legible handwriting and on hotel
stationery. Offers further assistance
before guest leaves the counter.

1 Front Office Bell Bell Lobby Complimentary city maps and 01 Jan 19 No
Desk/Concierge Desk/Concierge brochures are available.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Front Office Bell Bell Lobby Employees have a good range of 01 Jan 19 Yes
Desk/Concierge Desk/Concierge restaurant recommendations (minimum Yes
of 2), based on the type of food
required and automatically offer to
make restaurant reservations on the
guest's behalf and offer directions if
required.

1 Front Office Transport Departure Car Driver assists guest on reaching 01 Jan 19 Yes
destination, offloads baggage, Yes
reconfirms number of pieces and bids
a fond farewell.

1 Front Office Transport Departure Main Porch Driver informs travel time to guest, 01 Jan 19 Yes
checks comfort of temperature, music Yes
and offers water to the guest before
starting the journey.

1 Front Office Transport Departure Main Porch Driver is dressed appropriately, 01 Jan 19 Yes
recognizes, acknowledge guests and Yes
extends the Namaste gesture with the
appropriate salutation of the day (Good
morning, Good Afternoon, Good
Evening) and assists with luggage.

1 Front Office Transport Departure Main Porch Drop car is checked for compliance of 01 Jan 19 Yes
car standards before guest boards the Yes
car.

1 Front Office Bell Check Out - Main Porch Post completion of departure 01 Jan 19 Yes
Desk/Concierge Baggage formalities Guest is escorted to car, Yes
luggage placed in car boot, number of
pieces reconfirmed and then guest
escorted and seated.

1 Front Office Bell Check Out - Lobby Employee confirms number of luggage 01 Jan 19 Yes
Desk/Concierge Baggage pieces to be collected and collects it Yes
within 10 minutes of the request. Delay
in luggage collection is informed and
estimated new collection time informed
to guest.

1 Front Office Bell Baggage All Areas Luggage service is organized and 01 Jan 19 Yes
Desk/Concierge professional. Yes

1 Front Office Bell Check In - Guest Room Luggage of guests who had to wait for 01 Jan 19 Yes
Desk/Concierge Baggage their room is placed into the room prior Yes
to their arrival in the room.

1 Front Office Bell Check In - Guest Room Employee places the luggage on to the 01 Jan 19 Yes
Desk/Concierge Baggage luggage rack/bench in the correct Yes
position (i.e. zipper facing the guest)
and if a rack is not available employee
offers to get one. Employee offers to
hang the suit carrier/coat.

1 Front Office Bell Check In - Guest Room Correct Luggage arrives at the guest's 01 Jan 19 Yes
Desk/Concierge Baggage room within 10 minutes of check in. Yes

1 Front Office Bell Arrival - Main Porch Bell Desk GSA tags the luggage while 01 Jan 19 Yes
Desk/Concierge Baggage reconfirming the number of bags with Yes
the guest.

1 Front Office Transport Arrival Car Hotel is informed by Driver once guest 01 Jan 19 Yes
is picked up. Yes

1 Front Office Transport Arrival Car Guest is escorted to car, luggage 01 Jan 19 Yes
placed in car boot and number of Yes
pieces reconfirmed. Car door is
opened for the guest and seated.
Driver informs travel time to guest,
checks comfort of temperature, music
and offers water to the guest before
starting the journey.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Front Office Transport Arrival Airport/Railway Driver recognizes and acknowledge 01 Jan 19 Yes
Station/Bus Stop guests from 10 feet away. At 5 feet, Yes
smiles and extends the Namaste
gesture with the appropriate salutation
of the day (Good morning, Good
Afternoon, Good Evening) and assists
with luggage. Returning guests
recognised by name and thanked for
choosing to stay with the hotel again.

1 Front Office Transport Pre - Arrival Hotel A message and email with pickup 01 Jan 19 Yes
details with driver name, official contact Yes
number and location details from the
designated official number and email id
is sent to the guest and travel
agent/booker (if involved) prior to guest
boarding his flight/train etc.

1 Front Office Transport Pre - Arrival Car Driver is dressed appropriately and 01 Jan 19 Yes
carries a professional placard or digital Yes
signage upright with guest and hotel
name visible clearly from at-least 10
feet away.

1 Front Office Transport Pre - Arrival Airport/Railway Pick up car/vehicle is checked for 01 Jan 19 Yes
Station/Bus Stop compliance of car/vehicle standards Yes
and sent for pick up.

1 Front Office Guest Services Operating Lobby All items in sight and being used by the 01 Jan 19 Yes
Equipment & associate or offered to guest are clean Yes
Supplies and in working order.

1 Front Office Guest Services Check Out Lobby Employee escorts the guest till Main 01 Jan 19 Yes
Porch and offers a fond farewell. Yes

1 Front Office Guest Services Check Out Lobby Employee collects the key. If the guest 01 Jan 19 Yes
is returning to the room, employee Yes
ensures that the key card remains
operational.

1 Front Office Guest Services Check Out Lobby Employee takes stay feedback and 01 Jan 19 Yes
invites guest to return to the hotel. Yes

1 Front Office Guest Services Check Out Lobby Employee offers assistance with 01 Jan 19 Yes
onward transport and/or reconfirms Yes
any prearranged transport.

1 Front Office Guest Services Check Out Lobby Employee offers and arranges luggage 01 Jan 19 Yes
assistance. Yes

1 Front Office Guest Services Check Out Lobby Guest is offered to email the folio else 01 Jan 19 Yes
the folio is presented to guest neatly in Yes
a branded bill fold/envelope.

1 Front Office Guest Services Check Out Lobby Employee clarifies the method of 01 Jan 19 Yes
payment before completing the Yes
transaction in a quick and efficient
manner.

1 Front Office Guest Services Check Out Lobby Final invoice is presented and is clearly 01 Jan 19 Yes
itemized in English, accurate and Yes
complete. Signature is taken.

1 Front Office Guest Services Check Out Lobby A hotel branded pen is provided for 01 Jan 19 No
completion of formalities and is also
used by the front office associates.

1 Front Office Guest Services Check Out Lobby Information invoice is presented and is 01 Jan 19 Yes
clearly itemized in English, accurate Yes
and complete.

1 Front Office Guest Services Check Out Lobby Prior to presenting the information 01 Jan 19 Yes
invoice, employee verifies any last Yes
minute charges and post accordingly.

1 Front Office Guest Services Check Out Lobby Check Out is completed in not more 01 Jan 19 Yes
than 3 minutes of arrival at desk or Yes
from the time of joining the queue.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Front Office Guest Services Check Out Lobby Guest is offered immediate assistance. 01 Jan 19 Yes
If a queue is present, guest is Yes
acknowledged with hand and facial
gestures within a minute of joining the
queue.

1 Front Office Guest Services Check In Lobby If any payment is given by the guest, 01 Jan 19 Yes
he/she is given an acknowledgement Yes
receipt before leaving the desk.

1 Front Office Guest Services Operating Lobby All items in sight and being used by the 01 Jan 19 Yes
Equipment & associate or offered to guest are clean Yes
Supplies and in working order.

1 Front Office Guest Services Check In Lobby If the room was not ready on arrival, 01 Jan 19 Yes
guest is offered a complimentary Yes
beverage and regularly updated on the
situation

1 Front Office Guest Services Check In Lobby Employee arranges for the guest to be 01 Jan 19 Yes
escorted to the room and if this was Yes
done by a second employee, that
employee is introduced to the guest.

1 Front Office Guest Services Check In Lobby Employee offers and arranges luggage 01 Jan 19 Yes
assistance. Yes

1 Front Office Guest Services Check In Lobby Key given in a jacket with both hands. 01 Jan 19 Yes
Key and jacket are clean and in good Yes
condition.

1 Front Office Guest Services Check In Lobby WiFi id and passoword is shared and 01 Jan 19 Yes
assistance offered for connectivity. Yes

1 Front Office Guest Services Check In Lobby Membership is requested for and 01 Jan 19 No
offered if not a member. Details are
shared post enrolment.

1 Front Office Guest Services Check In Lobby Government Id asked for, copied and 01 Jan 19 Yes
returned with both hands Yes

1 Front Office Guest Services Check In Lobby Room type, special requests (i.e. bed 01 Jan 19 Yes
preference), billing instructions, pax Yes
and departure date is reconfirmed and
circled on the registration card. Room
number is circled and shown on the
registration card discreetly. Smoking or
non smoking room and newspaper
preference is taken.

1 Front Office Guest Services Check In Lobby A hotel branded pen is provided for 01 Jan 19 No
completion of formalities and is also
used by the front office associates.

1 Front Office Guest Services Check In Lobby Registration card/form is prepared in 01 Jan 19 Yes
advance with all the correct information Yes
given at the time of reservation present.

1 Front Office Guest Services Check In Lobby Check in is completed in not more than 01 Jan 19 Yes
3 minutes of arrival at desk or from the Yes
time of joining the queue.

1 Front Office Guest Services Check In Lobby Guest is offered immediate assistance. 01 Jan 19 Yes
If a queue was present, guest is Yes
acknowledged with hand and facial
gestures within a minute of joining the
queue.

1 Front Office Public Area Cleanliness Lobby All counters, desks, back office, LLR, 01 Jan 19 Yes
baggage areas etc are clean, stacked, Yes
stocked and well maintained.

1 Front Office Public Area Cleanliness Lobby Library is clean and arranged with 01 Jan 19 Yes
good quality books and journals. Yes

1 Front Office Front Office Printing & Front Desk, The HOT log and SRMS log should be 01 Jan 19 Yes
Stationery Operator maintained and each request or Yes
concern must be logged as it occurs.
All requests will be reconfirmed within
10 minutes.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 GM Office Assessment Self Hotel - All Areas Hotels are required to perform two 01 Jan 19
Assessment complete self-assessments/audits per
year meeting the deadlines as per the
SOP.

1 Horticulture Public Area Landscaping Lobby Live plants to be fresh, clean and 01 Jan 19
maintained. Size to be 1.5 times of
planter. Base to be present. Soil to be
covered with white pebbles only.
Pebbles to be clean and shining.

1 Horticulture Public Area Landscaping Exterior Areas Landscaping looks fresh and is well 01 Jan 19
attended. Is free of debris, dead plants
and leaves.

1 Housekeeping Guest Room Laundry Wardrobe Laundry bags - 1 Logo'd non-woven

Product/Arrival Supplies bag and 1 laundry list is available with
Room availability of laundry, pressing and dry
cleaning facility. Ensure 3-Hour Express
Laundry provision is there on slip.

1 Housekeeping Public Area Cleanliness All Areas All areas are clean, smell fresh and
odour free. Jasmine fragrance is used
in aroma-diffusers in different locations
of public area. Fragrance machines are
used in Lobby AHU.

1 Housekeeping Public Area Design& Decor Lobby During festivals, both Western and 01 Jan 19
Indian (Diwali), lobbies will feature
traditional decorations keeping
decoration guidelines in mind

1 Housekeeping Pest Control Pest Control All Areas Hotel is free of pests including 01 Jan 19
cobwebs etc at all times.

1 Housekeeping Public Area Operating Employee Mandatory Per Locker Room - 1 Soap 01 Jan 19
Equipment Locker Room Dispenser/2 Basins (if located close
else 1 Soap Dispenser/Basin), 1 Hand
Dryer, 1 Bin With Lid - 90
Litres(minimum) , 1 SS Pedal Bin/WC
cubicle - 5 Litre(ladies locker), 1 floor
mat (end to end) of urinals (male
washroom), 1 Microburst
Dispenser/locker-room , 1 urinal
screen/urinal are required. All to be in
clean and in working order.

1 Housekeeping Public Area Cleanliness Employee Locker room is fresh in appearance 01 Jan 19
Locker Room and has fragrance in all areas. Flooring,
Walls, Ceiling, Fixtures, Equipment,
Supplies are clean and maintained.

1 Housekeeping Public Area Operating Guest 1 toilet roll in a triangle fold is placed in 01 Jan 19
Supplies Washrooms holder of all WC cubicles. 1 Sanitary
Bag/WC cubicle is placed in ladies
washroom.

1 Housekeeping Public Area Cleanliness Guest Washroom is fresh in appearance and 01 Jan 19
Washrooms has uniform jasmine aroma in all areas.
Flooring, Walls, Ceiling, Fixtures,
Equipment, Supplies are clean and
maintained.

1 Housekeeping Public Area Operating Guest Mandatory Per Washroom - 1 Foam 01 Jan 19
Equipment Washrooms Soap Dispenser/2 Basins (if located
close else 1 Soap Dispenser/Basin), 1
Auto Cut Paper Towel Dispenser with a
bin with liner, 1 Hand Dryer, 1 Bin With
powder coated liner/2 Basins (if located
close else 1 Bin With powder coated
liner//Basin), 1 5 Litre SS soft closure
Pedal Bin/WC cubicle(ladies
washroom), 1 Brown Bath Rug/Urinal
(male washroom), 1 Microburst
Dispenser/Washroom required. All to
be in clean and in working order.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping Public Area Cleanliness All Areas Flooring, Walls, Ceiling, Moulding, 01 Jan 19
Skirtings, Doors, Windows and Vents
are clean and free of stains/dust and
dirt.

1 Housekeeping Public Area Cleanliness All Areas Windows, Mirrors, Metallic Surfaces, 01 Jan 19
Pictures, Paintings and Frames are
clean and free of stains/dust and dirt

1 Housekeeping Public Area Cleanliness All Areas Upholstered furniture, furniture 01 Jan 19
surfaces, curtains/shutters/blinds,
sofas, cushion covers, office chairs are
clean and free of stains/dust and dirt.

1 Housekeeping Public Area Cleanliness Lobby Clean, Symmetrical and Professionally 01 Jan 19
made Floral arrangements to be
present in single colour with a single
type of foliage.

1 Housekeeping Public Area Cleanliness Lobby Lobby is fresh in appearance and has 01 Jan 19
uniform jasmine aroma in all areas.

1 Housekeeping Public Area Flooring Entrance/Airlock, Branded Welcome Mats: The approved 01 Jan 19
Front Desk Welcome Mat must be used at the main
entry vestibule inside the hotel.
Optionally, an additional mat may be
placed at the front desk and at each
ancillary guest entrance.

1 Housekeeping Occupied Room Room Servicing Bed Linen change policy to be followed. To 01 Jan 19
be also provided on guest request and
after each departure.

1 Housekeeping Guest Room Equipment Wardrobe Mandatory - Suites - 1 set/room Steam 01 Jan 19
Product/Arrival Iron must be auto shut-off. The ironing
Room board must be full-size and hung in the
closet on a closet organizer. Spare sets
are available on request for other
rooms

1 Housekeeping Guest Request Guest Request Guest Room All baby cribs/cots and rollaway beds in 01 Jan 19
Items inventory must be from a reputable
quality manufacturer and complying
with Nile brand standards. Baby Cot -
Mattress, mattress protector and
bedsheets from a reputable
manufacturer should be provided with
the mattress. Baby pillows and Blankets
are optional and should be available on
request. Rollaway Beds - Bed making
to follow same process as standard bed
with bedding.

1 Housekeeping Guest Room Cleanliness Guest Bathroom All areas (walls, floor, ceiling fixtures, 01 Jan 19
Product/Arrival mirrors, glass surfaces etc) are dry,
Room clean, polished (where applicable),
mould and odour free. Drains and
cockroach trap is unclogged.

1 Housekeeping Guest Room Cleanliness Guest Room Light fixtures in bathroom and bedroom 01 Jan 19
Product/Arrival are clean and in working order
Room

1 Housekeeping Guest Room Cleanliness Guest Room Flooring, Walls, Ceiling, Moulding, 01 Jan 19
Product/Arrival Skirtings, Doors, Windows and Vents
Room are clean and free of stains/dust and
dirt

1 Housekeeping Guest Room Cleanliness Guest Room Windows, Mirrors, Metallic Surfaces, 01 Jan 19
Product/Arrival Pictures, Paintings and Frames are
Room clean and free of stains/dust and dirt

1 Housekeeping Guest Room Cleanliness Guest Room Upholstered furniture, furniture 01 Jan 19
Product/Arrival surfaces, curtains/shutters/blinds,
Room sofas, cushion covers, office chairs are
clean and free of stains/dust and dirt.
Curtains provide 100% blackout.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping Guest Room Cleanliness Guest Room In rooms with balcony or sit-outs, area 01 Jan 19
Product/Arrival is clean with clean and maintained
Room furniture and equipment. Balcony door
is clean and locks from inside properly.

1 Housekeeping Guest Room Operating Guest Room 1 Shaving Mirror on a swivel (Minimum 01 Jan 19
Product/Arrival Equipment 8" in diameter).
Room

1 Housekeeping Guest Room Operating Guest Room 1 professional hairdryer per room to be 01 Jan 19
Product/Arrival Equipment placed in bathroom, on a shelf, in a
Room drawer (with a signage to identify
location) or holder. Hair dyer bag is
optional.

1 Housekeeping Guest Room Bathroom Guest Bathroom Standard Bathroom supplies/Room 01 Jan 19
Product/Arrival Supplies (Approved brand only): 1 Shampoo, 1
Room Body Wash, 1 Body Lotion, 1 Soap Bar.
Facial Tissues filled 3/4th in a tissue
box folded in a triangle fold, 1 toilet roll
in holder with triangle fold and 1 spare
toilet roll, 1 Soap Dish, 1 Amenity Tray.
2 Bathroom tumblers/vanity counter
inverted over branded coasters in good
condition. Suites: Standard supplies
plus 1 Soap (In addition), 1 Shower
Cap, 1 Sanitary Bag, 1 Vanity Kit, 1
Shaving Kit, 1 Comb and Dental Kit
(based on occupants 1 or 2). On
Request Items : Conditioner(Approved
brand only), Dental floss, Female
Hygiene Products, Mouthwash, Shoe
Shiner, Sanitary Bags, Vanity Kit,
Shaving Kit, Comb, Dental Kit. 1
Sanitary bag pre-placed in Single Lady
Traveller rooms. **Dispensers to
replace bottles/bars where applicable.

1 Housekeeping Guest Room Operating Vanity 1 waste basket with a powder coated 01 Jan 19
Product/Arrival Equipment Counter/WC liner in good condition per bathroom
Room Cubicle vanity counter/WC cubicle (hotel to
decide location based on bathroom
design for guest convenience).

1 Housekeeping Guest Room Bath Linen, Guest Bathroom 2 hand towels/room, 2 bath 01 Jan 19
Product/Arrival Collaterals towels/room, 2 face towels/room, 1
Room bathrobe/room and 2 bath rugs or
mats/room. 1 nos. extra each for rooms
on additional occupancy except
bathrugs/mats. Suites to be made on
double occupancy at all times. 1 Towel
re-use note placed next to towel hook
or hanger. Bath linen and note card is
clean, unstained and in good repair.

1 Housekeeping Guest Room Operating Guest Room Alarm clock is optional. If available to 01 Jan 19
Product/Arrival Equipment be working and timings synced with
Room NDTV or any other Indian News
Channel. Alarm to be switched off in
arrival and departure rooms.

1 Housekeeping Guest Room Operating Writing Table A clean chair in good condition (with 01 Jan 19
Product/Arrival Equipment wheels preferred) is placed at 45
Room degrees in the writing table area

1 Housekeeping Guest Room Operating Writing Table 1 clean Waste basket with powder 01 Jan 19
Product/Arrival Equipment coated liner in good condition is placed
Room under the writing desk.

1 Housekeeping Guest Room Operating Wardrobe 6 Coat Hangers/Room and 4 Skirt 01 Jan 19
Product/Arrival Equipment Hangers/Room is available. Wooden
Room make only with SS hooks and clips. 1
Coat Brush/Room and 1 Shoe
Horn/Room if not placed in room must
be available on request. Wooden make
only permitted. Anti-theft make of any
product is not permitted.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping Guest Room Operating Guest Room 1 clean and working digital Weighing 01 Jan 19
Product/Arrival Equipment Scale/Room is optional (hotel to decide
Room location based on bathroom design for
guest convenience). If not available in
room, to be available on request.

1 Housekeeping Guest Room Guest Supplies Bedside Table Each guest-room must be set-up with 2 01 Jan 19
Product/Arrival bottles of minimum 500 ml water with a
Room compliment bottle tag on each bottle
and replenished daily. These are
placed next to 2 water goblets placed
facedown with branded coaster.

1 Housekeeping Guest Room Minibar Items Tea Coffee 1 Kettle with Tray and Sachet Holder, 2 01 Jan 19
Product/Arrival Making Area White Ceramic Coffee Mugs, 1 Monkey
Room Dish, 2 Plastic/Wooden Stirrers or
Teaspoons (Based on location), 4 White
Sugar Sachets, 2 Brown Sugar
Sachets, 2 Sugar-free, 4 Coffee
Sachets, 4 Creamer Sachets, 2 Assam
Tea Sachets, 2 English Breakfast Tea
Sachets, Decaffeinated Coffee Sachet
(may be provided on request). Coffee
Plunger (Where Applicable) Kettle,
Crockery and Silverware should be free
of scaling, emptied and cleaned daily
using commercial-grade dishwasher
and sanitizer. Supplies should be fully
replenished daily. Mugs, saucers (if
applicable) and spoons should be
cleaned daily .

1 Housekeeping Guest Room Minibar Items Guest Room Minibar items include eight coasters, 01 Jan 19
Product/Arrival two cocktail stirrers, two wine glasses,
Room two old fashioned glasses, two beer
glasses, a wine/bottle opener, an ice-
bucket with tong, two bottles of still
water, two bottles of sparkling water,
two bottles/cans of beer, one bottle/can
of cola, one bottle/can of non-cola, one
orange juice, one other juice and two
varieties of snacks.

1 Housekeeping Guest Room Bed Linen Bed Bed - Sheet - (2/Bed). White, non-logo, 01 Jan 19
Product/Arrival 60S*60S 300tc, 100% cotton, long
Room staple cotton, sateen. Hem: 1in (2.5cm)
top; 1in (2.5cm) bottom. Year & Month
Tag Attached On Reverse

1 Housekeeping Guest Room Bed Linen Bed Pillows - King Bed: 4 Pillows/Bed 01 Jan 19
Product/Arrival presented upright (Day Service) and
Room laid flat (Turndown Service). Guest
Request to be acknowledged if
applicable. Twin Bed: 2 Pillows/Bed
presented upright (Day Service) and
laid flat (Turndown Service). Guest
Request to be acknowledged if
applicable. Specifications (For New
Hotels/New Purchases For Old Hotels
Where No Other Brand Standard Is
Applicable): 1) Feather Pillows - Fill:
30/70 white goose down and feather.
Fabric: 100% cotton, 233TC down-
proof woven cambric ticking. Others:
Double stitched seams with piping.
Hypoallergenic. 2) Synthetic Pillows -
Fill: 100% premium polyfill. Fabric:
100% cotton; 200TC white on white
stripe ticking. Others: Double stitched
seams with piping. Non-allergenic. 2 of
each type on king beds and 1 of each
type on twin beds is placed.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping Guest Room Bed Linen Bed Mattress Protector - 1/Bed. 01 Jan 19
Product/Arrival Specifications (For New Hotels/New
Room Purchases For Old Hotels Where No
Other Brand Standard Is Applicable):
Fill: 100% bonded polyester;
nonallergenic. Fabric: 50/50 cotton/poly
fabric;180TC, white. Edging: single
stitched seams w/1cm self piping. Wide
Elastic bands at four corners. Year &
Month Tag Attached On Reverse

1 Housekeeping Guest Room Bed Linen Bed Duvet - King Room: 1 King size 01 Jan 19
Product/Arrival duvet/bed. Twin Room: 1 Twin size
Room duvet/bed. Specifications (For New
Hotels/New Purchases For Old Hotels
Where No Other Brand Standard Is
Applicable): Fill: 100% bonded
polyester, 415gms/m2, non-allergenic.
Fabric: 100% cotton 200TC woven
cambric ticking, white. Weight: 1750
grams. Others: Single-stitched with 1
cm self-piping. 9” radius rounded
edges on bottom end.

1 Housekeeping Guest Room Bed Linen Bed Bed Skirting - 1/Bed. Specifications - 01 Jan 19
Product/Arrival Upholstered fabric matching with room
Room decor. Bed skirting is neatly arranged
and clean.

1 Housekeeping Guest Room Bed Linen Bed Pillow Slip - 1/Pillow. 300TC, 100% 01 Jan 19
Product/Arrival cotton sateen; 60s yarn count; plain,
Room 20cm hidden flap. Year & Month Tag
Attached On Reverse

1 Housekeeping Guest Room Bed Linen Bed Pillow Protector - 1/Pillow. 180-TC, 01 Jan 19
Product/Arrival 50/50 poly-cotton, With 15cm hidden
Room flap. Year & Month Tag Attached On
Reverse

1 Housekeeping Guest Room Bed Bed Bed is made with clean linen that is 01 Jan 19
Product/Arrival free of stains or tears
Room

1 Housekeeping Occupied/Vacant Turndown Guest Room Bed side light is left illuminated. Master 01 Jan 19
Room Servicing switch is switched off while departing
the room. When guest switches on the
master, vestibule light and vanity
counter light should get switched on.

1 Housekeeping Occupied Room Room Servicing Guest Room Master switch is switched off while 01 Jan 19
departing the room. When guest
switches on the master, vestibule light
and vanity counter light should get
switched on.

1 Housekeeping Vacant Room Turndown Guest Room Both curtains are closed completely to 01 Jan 19
Servicing create a blackout.

1 Housekeeping Occupied Room Turndown Guest Room Used Amenities, Supplies and 01 Jan 19
Servicing Stationery are replenished. Both
curtains are closed completely to
create a blackout.

1 Housekeeping Occupied/Vacant Turndown Guest Room Turndown service is provided to all 01 Jan 19
Room Servicing rooms and completed between 5 p.m.
to 9 p.m., unless otherwise requested

1 Housekeeping Occupied Room Room Servicing Guest Room Laundry with a filled laundry list is 01 Jan 19
verified and collected and handed over
to laundry.

1 Housekeeping Occupied Room Turndown Guest Room Used Amenities, Supplies and 01 Jan 19
Servicing Stationery are replenished. Both
curtains are closed completely to
create a blackout.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping Occupied Room Room Servicing Guest Room Before leaving the room Sheer/Lace 01 Jan 19
curtains are closed completely and
Heavy curtains are closed half way
from both sides. Both Curtains are
hung neatly.

1 Housekeeping Occupied Room Room Servicing Guest Room Used room service soiled plates, 01 Jan 19
cutlery, crockery, glassware, trays and
trolleys are removed from room but not
left in the corridor. Room service
informed to clear soiled items
immediately.

1 Housekeeping Occupied Room Turndown Guest Room Laundry with a filled laundry list is 01 Jan 19
Servicing verified and collected and handed over
to laundry.

1 Housekeeping Occupied Room Turndown Guest Room Shampoo, conditioner, body wash, and 01 Jan 19
Servicing lotion should be replenished (an
additional bottle placed) when it
reaches less than half its contents.
Soap should be replenished (an
additional soap placed) when it reaches
less than half of its original size. Vanity
pack and Sanitary Bag is replenished
(an additional unit placed) if opened
and used. Loofah to be replenished
(new placed) if disposed by guest only.
On request items to be replenished (an
additional unit placed)when more than
half of the contents are consumed.
Tissue paper to be filled into the box at
all times, 1 cm from the top of the
tissue box. A triangular fold to be made
with the top tissue at all times. Toilet roll
to be removed once over and
replenished. At-least one toilet rolls to
be half or more than half in a room at
all times. A triangular fold to be made
with the top tissue at all times.

1 Housekeeping Occupied Room Turndown Guest Room Associate tidies guest's personal 01 Jan 19
Servicing toiletries (i.e. replace lids, neatly
arrange and/or place items on to a
washcloth/linen cloth)

1 Housekeeping Occupied Room Turndown Guest Room Used room service soiled plates, 01 Jan 19
Servicing cutlery, crockery, glassware, trays and
trolleys are removed from room but not
left in corridor. Room service informed
to clear soiled items immediately.

1 Housekeeping Occupied Room Turndown Guest Room Bed is tidied (changed if crumpled and 01 Jan 19
Servicing untidy), room is refreshed and
operating equipment is cleaned and all
all hotel amenities tidied and returned
to their original position.

1 Housekeeping Occupied Room Turndown Guest Room All areas (walls, floor, ceiling fixtures, 01 Jan 19
Servicing mirrors, glass surfaces etc) are dry,
clean, polished (where applicable),
mould and odour free. Drains and
cockroach trap is unclogged.

1 Housekeeping Occupied Room Turndown Guest Room Associate replaces any used towels 01 Jan 19
Servicing with clean ones as per towel change
policy.

1 Housekeeping Occupied Room Turndown Guest Room All change or jewellery put into the safe 01 Jan 19
Servicing with a message informing guests.

1 Housekeeping Occupied Room Turndown Guest Room Guest's clothes folded/neatly arranged 01 Jan 19
Servicing where found and shoes paired, Formals
are hung in the wardrobe with a note
placed on the desk.

1 Housekeeping Occupied Room Turndown Guest Room If guest is present in the room during 01 Jan 19
Servicing servicing, associate offers to return at a
later convenient time.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping Occupied Room Turndown Guest Room If a do not disturb sign is present, a 01 Jan 19
Servicing calling card/door knob card left
under/on the door.

1 Housekeeping General General All Areas Housekeeping Services are available 01 Jan 19
24 x7

1 Housekeeping Occupied Room Bathroom Guest Room Shampoo, conditioner, body wash, and 01 Jan 19
Servicing lotion should be replenished (an
additional bottle placed) when it
reaches less than half its contents.
Soap should be replenished (an
additional soap placed) when it reaches
less than half of its original size. Vanity
pack and Sanitary Bag is replenished
(an additional unit placed) if opened
and used. Loofah to be replenished
(new placed) if disposed by guest only.
On request items to be replenished (an
additional unit placed)when more than
half of the contents are consumed.
Tissue paper to be filled into the box at
all times, 1 cm from the top of the
tissue box. A triangular fold to be made
with the top tissue at all times. Toilet roll
to be removed once over and
replenished. At-least one toilet rolls to
be half or more than half in a room at
all times. A triangular fold to be made
with the top tissue at all times.

1 Housekeeping Occupied Room Bathroom Guest Room Associate replenishes used amenities 01 Jan 19
Servicing

1 Housekeeping Occupied Room Bathroom Guest Room Associate tidies guest's personal 01 Jan 19
Servicing toiletries (i.e. replace lids, neatly
arrange and/or place items on to a
washcloth/linen cloth)

1 Housekeeping Occupied Room Bathroom Guest Room All areas (walls, floor, ceiling fixtures, 01 Jan 19
Servicing mirrors, glass surfaces etc) are dry,
clean, polished (where applicable),
mould and odour free. Drains and
cockroach trap is unclogged.

1 Housekeeping Occupied Room Bathroom Guest Room Associate replaces any used towels 01 Jan 19
Servicing with clean ones as per towel change
policy.

1 Housekeeping Occupied Room Room Servicing Guest Room Used Amenities, Supplies and 01 Jan 19
Stationery are replenished.

1 Housekeeping Occupied Room Room Servicing Guest Room All change or jewellery put into the safe 01 Jan 19
with a message informing guests.

1 Housekeeping Occupied Room Room Servicing Guest Room Guest's clothes folded/neatly arranged 01 Jan 19
where found and shoes paired, Formals
are hung in the wardrobe with a note
placed on the desk.

1 Housekeeping Occupied Room Room Servicing Guest Room Room and operating equipment is 01 Jan 19
cleaned thoroughly and all all hotel
amenities tidied and returned to their
original position.

1 Housekeeping Occupied Room Room Servicing Guest Room If guest is present in the room during 01 Jan 19
servicing, associate offers to return at a
later convenient time.

1 Housekeeping Occupied Room Room Servicing Guest Room If a do not disturb sign is present, a 01 Jan 19
calling card/door knob card left
under/on the door.

1 Housekeeping Occupied Room Room Servicing Guest Room Room servicing is completed by 1400 01 Jan 19
Hrs each day or within 45 minutes of of
hanging/activating the please service
my room sign/light
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Housekeeping General Guest Request All Areas All requests are attending within 15 01 Jan 19
minutes of request. Alternative offered
in an event of unavailability of an item
or inability to provide a service. If room
is on DND, room number confirmed
and guest called by a supervisor for
completion of the request. If guest is
not present, card is hung or slid under
door expressing inability to complete a
request.

1 Human Public Area Equipment & Employee Bunk beds, mattress, pillows, 01 Jan 19
Resources Supplies Locker Room bedsheets, pillow covers and blankets
are available for both male and female
employees. Items are clean and in
working condition. Quantity to be
decided by hotel.

1 Human Staff Uniforms Staff Supplies Staff Uniform All staff must also wear a name badge 01 Jan 19
Resources and brand pin (where applicable).

1 INFORMATION Music Moods Hotel The appropriate Music styling

TECHNOLOGY Technology equipment must be installed to transmit
music to the hotel via Internet. Music
must - at a minimum - be audible within
the restaurant and lobby.

1 IT Music Music All Areas Music plays 24 x 7 in all hotels areas. 01 Jan 19
Music to be arranged from Mood
Media.

1 IT Public Area Equipment Lobby, Guest 1 House-phone/Floor and 1 House- 01 Jan 19

Corridor phone/Lobby (minimum) with usage
instructions is prominently printed on
the faceplate and transparent guard is
available.

1 IT Guest Room Equipment Television Hotel welcome screen is available on 01 Jan 19

Product/Arrival channel 1. Minimum 40 channels (HD
Room where possible) are available including
news, sport, entertainment/movie,
documentary, children and local
channels. Availability of CNN and/or
BBC News channel is mandatory.
Minimum 3 TV channels in foreign
language based on the guest
nationality mix are available. Non
available channels must be blacked
out.

1 IT Guest Room Equipment, Writing Table 1 nos. clean 42" LED Flat screen TV 01 Jan 19
Product/Arrival Collaterals per room. 2 nos. clean minimum 46"
Room TVs for suites (additional one in living
room). TV channel collateral must be
present if not available digitally. A clean
and functional remote is placed on the
bedside table of the bedroom. Remote
location identified in the living room as
per guest convenience.

1 IT Guest Room Equipment Writing Table, 1 Phone/Writing Table and 1 01 Jan 19

Product/Arrival Bedside Table Phone/Bedside Table With Faceplates
Room and Transparent Guard. 1
Phone/Bathroom with instructions.
Telephones are clean, working and
wires not entangled. Clips are intact
and not loose.

1 IT Swimming Pool Equipment Poolside A Telephone with the hotel emergency 01 Jan 19
hotline number visibly posted is
available.

1 IT Fitness Center Equipment Fitness Center Minimum 1 HD LCD TV with remote 01 Jan 19
control must be provided. Audio needs
to be turned off. If fitness equipment
contains individual TVs, disposable
earphones must be provided for guest
use upon request.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 IT Fitness Center Equipment Fitness Center 1 Telephone with emergency hotline 01 Jan 19
number prominently printed on the
faceplate is available.

1 IT Casual Work Small form factor PC with screen,

Space cabled mouse and keyboard. The
printer must enable guests to print
documents from their own device and
from the casual work space device.
Mandatory - Communal table with
electrical sockets. Optional - Ethernet
cables and newspaper

1 IT Broadband Complimentary wireless connectivity

Internet Access must be available in all guest rooms.
Complimentary wireless HSIA must be
available in all public areas (lobby,
lounge, restaurant, business center,
meeting rooms and meeting pre-
function areas). The hotel must make
their Radisson Login homepage page
as their homepage Log In surname and
room number.

1 Kitchen Kitchen Food Safety Kitchen Refrigerator/Chiller and Freezer 01 Jan 21

Stewarding Temperature Logs for every unit are
completed and on file for 3 months.
Current month log need to be pasted
outside units.

1 Kitchen Kitchen Food Safety Kitchen Kitchen and Stewarding - All Food is 01 Jan
Stewarding dated/labelled, when out of original 21
packaging. Product for same day usage
need not be dated/labelled

1 Kitchen Kitchen Food Safety Kitchen A self-inspection program related to 18 Jan

Stewarding food safety with guideline of FSSAI is 21
completed monthly and record needs
to maintained

1 Kitchen Kitchen Food Safety Kitchen Cleanliness- Walls/Doors on 01 Jan 21

Stewarding regular basis and record to be
maintained with kitchen stewarding
team.

1 Kitchen Kitchen Food Safety All food items are stored appropriately 01 Jan 21
Stewarding and 15cm off the floor in walk in
fridges, freezers.

1 Kitchen Kitchen FIFO - evident of first in first out is 01 Jan 21

Stewarding being practice

1 Kitchen Kitchen Food Safety Kitchen Conditions - Walls/Doors

Stewarding

1 Kitchen Kitchen Food Safety Kitchen Cleanliness - Back

Stewarding dock/receiving area

1 Kitchen Kitchen Food Safety Kitchen Cleanliness - Floor

Stewarding

1 Kitchen Kitchen Food Safety Kitchen Conditions - Floor

Stewarding

1 Kitchen Kitchen Food Safety Kitchen Cleanliness -

Stewarding Ceiling/Lighting/Vents

1 Kitchen Kitchen Food Safety Kitchen Conditions -

Stewarding Ceiling/Lighting/Vents

1 Kitchen Kitchen Food Safety Dishwasher log/cooling log/cooking log

Stewarding are kept on file for 3 month

1 Laundry General General All Areas Available 24x7. Same day service is 01 Jan 19
available. Laundry should be returned
either in non-woven, plastic, cloth bags
or baskets.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Laundry Guest Laundry Laundry Guest Room Associate rings the bell twice at an 01 Jan 19
Collection interval of ten seconds announcing
“Housekeeping”. Announces
“Housekeeping” while entering the
room and pauses for a response.
Strictly honours “Do Not Disturb”
signage. No door bells are rung
between 9 p.m. to 7 a.m. Door is
knocked with knuckle three times,
twice at an interval of ten seconds
announcing “Housekeeping”.
Announces “Housekeeping” while
entering the room and pauses for a
response. Strictly honours “Do Not
Disturb” signage.

1 Laundry Guest Laundry Laundry Guest Room Delivered garments are free of any 01 Jan 19
Delivery staples, pins or laundry tags.

1 Laundry Guest Laundry Laundry Guest Room For stains that cannot be removed from 01 Jan 19
Delivery garment, guest is informed using a
printed card or via a telephone
message. Buttons are replaced if fallen
off or loose.

1 Laundry Guest Laundry Laundry Guest Room All laundry items are appropriately 01 Jan 19
Delivery cleaned, pressed and free of odour. All
items are returned as requested or as
per standard (in bags, baskets or
hangers). Folded garments delivered in
a box/basket/bag. Suits returned on
good quality hangers and covered.
Trousers and sarees are returned on
hangers. For French cuffs, clips are
used.

1 Laundry Guest Laundry Laundry Guest Room A card/door knob card left under/on 01 Jan 19
Delivery the door if room is on DND during
scheduled time of delivery.

1 Laundry Guest Laundry Laundry Guest Room All laundry/pressing delivered within 01 Jan 19
Delivery specified time. For any delay in delivery
time, guest is informed immediately

1 Laundry Guest Laundry Laundry Guest Room Guest laundry is collected within 15 01 Jan 19
Collection minutes of request

1 Laundry Guest Laundry Laundry Guest Room Associate confirms presence of filled 01 Jan 19
Collection laundry list in the bag and if not
associate offers to complete it on the
guest's behalf.

1 Sales & Public Area Collaterals Lobby, Guest House-phone faceplate has usage 01 Jan 19
Marketing Corridor instructions is prominently and
corresponding transparent guard is
available.

1 Sales & Guest Room Collaterals Guest Room Faceplate has room number, hotel logo 01 Jan 19
Marketing Product/Arrival with name, address, landline number,
Room fax number and email id, dialling
instructions (room to room, local,
national, international, emergency)
printed neatly and is legible to the
naked eye. All Hot keys are indicated
with images + words.
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Sales & Guest Room Collaterals Guest Rooms All collateral to follow brand guidelines. 01 Jan 19
Marketing Product/Arrival Mandatory - 1) Do Not Disturb, Clean
Room My room, collect My Laundry door
hanger - 1/Room (in the absence of
electronic indicators), 2) TV Channel
Guide - 1/Room in the absence of a
digital version indicator), 3) Note Pads
with Pencil - 2 Sets/ Room, 4)
Telephone faceplates/phone with a
transparent guard - 1 Set/Telephone, 5)
Safe Sticker/Disclaimer - 1/Safe, 6)
Linen Change /Reuse Policy Card -
1/Room, 7) Extra Items Available -
1/Room, 8) Service Directory - 1/Room,
9)1 Complimentary Water Tag -
1/Bottle. 10) IRD Menu - 1/Room 11)
Breakfast Doorknob Card - 2/Room 12)
Coasters - 1/Glass Or Cup 13)
Complimentary Bottle Tag - 2/Room (If
500 ml water is used), 1/Room if 1 Litre
bottle is used) 14) Minibar Menu -
1/Room (If minibar is present)

1 Sales & Swimming Pool Signage Poolside Rules and disclaimer signage and 01 Jan 19
Marketing hours of operation signage is clearly
displayed.

1 Sales & Swimming Pool Collaterals Poolside "No Diving" notices around the pool 01 Jan 19
Marketing edge at each depth marker are clearly
visible.

1 Sales & Collaterals Collaterals Hotel - All Areas All visual elements, advertisements and 01 Jan 19
Marketing collateral materials must conform to the
Brand Standards.

1 Sales & Fitness Center Signage Fitness Center To be open minimum from 06:00 – 01 Jan 19
Marketing 23:00. Opening and closing hours must
be clearly displayed on the signage.

1 Security Valet/Doorman Arrival Main Porch Parking assistance (where available) is 01 Jan 19 Yes
offered to guests who arrive self-driven
following standards.

1 Security Valet/Doorman Arrival Main Porch Valet/Doorman open the vehicle door 01 Jan 19 Yes
as soon as car arrives, guest is greeted
as per time of the day and gestured
towards the lobby and luggage
offloaded. Returning guests recognised
by name and thanked for choosing to
stay with the hotel again.

1 Security Public Area Guest Services Driveway & Main Driveway is easily accessible with 01 Jan 19 Yes
Porch either parking or a valet facility
available.

1 Security Guest Room Signage Main Door Evacuation Map fixed on the rear of 01 Jan 19 Yes
Product/Arrival entry door (either a plaque or inserted
Room in a frame).

1 Security Fitness Center Guest Supplies Fitness Center Minimum 1 first aid kit is available. 01 Jan 19 Yes

1 Security General Safety And Hotel must have an up to date Yes

Security Emergency Escape Plan on site, with a
copy located in the GM Office

1 Security General Safety And Hotels must have latest version(digital Yes
Security and physical) of the Crisis Management
Guide with roles of members duly
appointed

1 Security Corridor Keep all fire exits clearly marked and Yes
unobstructed.

1 Security Facilities In house parking is optional. If in house Yes

parking is available, All parking areas
mus be well lit If the hotel charges for
parking, the daily rate must be clearly
indicated
LEVEL DEPARTMENT CATEGORY SUB CATEGORY LOCATION STANDARD DESCRIPTION EFFECTIVE UPDATED COMPLIANCE REASON FOR
DATE ON YES/NO NON
COMPLIANCE

1 Training Certifications Policies & Hotels with less than 100 rooms must
and Trainings Programs have at least one certified Yes I Can!
trainer and hotels with 100 or more
rooms must have at least two certified
Yes I Can! trainers, responsible for one
(1) hotel, for delivering training to all
staff.

1 Training Certifications Policies & The hotel must implement and maintain
and Trainings Programs ongoing training program.