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Aim, Tools, Procedure, Report - Observation of a Hotel | 11th Food Service Management : Chapter 10 : Practical: Food Service Operation

Chapter: 11th Food Service Management : Chapter 10 : Practical: Food Service Operation

Observation of a Hotel

Aim: To obtain the skill of rating a hotel by visit/computer based approach

Observation of a Hotel

 

Aim: To obtain the skill of rating a hotel by visit/computer based approach

 

Tools: Questionnaire

 

Procedure: Fill in the questionnaire and Grade the hotel.

 

Name of the Hotel:

 

Address:

 

One star 

Do 100% of the rooms with shower/WC or bath tub/WC?                        Yes/No

Is daily room cleaning done?                                                            Yes/No

Do 100% of the rooms have colour-TV with remote control?                    Yes/No

Does the room have table and chair?                                                          Yes/No

Are soaps or body wash provided?                                                  Yes/No

Is there Reception service?                                                                         Yes/No

Is there a publicly available telephone for guests?                                      Yes/No

Will extended breakfast be provided?                                                        Yes/No

Is beverage offered in the hotel?                                                                 Yes/No

Is there a deposit possibility?                                                           Yes/No

 

Two Star 

Is there a breakfast buffet?                                                                         Yes/No

Is there a reading light next to the bed?                                            Yes/No

Is there bath essence or shower gel?                                        Yes/No

Are there bath towels?                                                            Yes/No

Are there linen shelves?                                                           Yes/No

Is there any offer of sanitary products (e.g. toothbrush, paste, shaving kit)?      Yes/No

Are credit cards accepted?                                                                          Yes/No

 

Three Star

Is the reception opened 14 hours, accessible by phone 24 hours from inside and outside, bilingual staff (e.g. Tamil/English)?

                                         Yes/No

Is there a three piece suite at the reception, luggage service?                      Yes/No

Is there beverage offer in the room?                                                  Yes/No

Is there telephone in the room?                                                                  Yes/No

Is there internet access in the room or in the public area?                          Yes/No

Are there facilities like heating facility in the bathroom, hair-dryer, cleansing 

tissue?                                                                                                        Yes/No

Is there a dressing mirror and place to put the luggage?                                      Yes/No

Does it have sewing kit, shoe polish utensils, laundry and ironing service?        Yes/No

Are additional pillow and additional blanket provided on demand?          Yes/No

Is there a systematic complaint management system?                                Yes/No

 

Four Star

Is the reception opened 18 hours, accessible by phone 24 hours from inside               

and outside?                                                                            Yes/No

Is the property centralized air conditioned?                            Yes/No

Is the lobby with seats and beverage service?                          Yes/No

Is there breakfast buffet or breakfast menu card via room service?  Yes/No

Is there a mini bar or 24 hours beverages via room service?   Yes/No

Is there upholstered chair/couch with side table?                    Yes/No

Is there bath robe and slippers on demand?                            Yes/No

Are cosmetic products (e.g. shower cap, nail file, cotton swabs), vanity mirror,tray of a large scale in the bathroom?                                         Yes/No

Is there internet access and internet terminal?                         Yes/No

Is there a “À la carte”-restaurant?                                           Yes/No

 

Five Star 

Is the reception opened 24 hours with multilingual staff?                Yes/No

Is the property centralized air conditioned?                                      Yes/No

Is there doorman-service or valet parking?                             Yes/No

Is the reception spacious with several seats and beverage service?   Yes/No

Is there personalized greeting for each guest with fresh flowers or Flower         

present in the room?                                                                         Yes/No

Is there a minibar and food and beverage offer via room service during 24 hours?                                                                                             Yes/No      

Are there personal care products in flacons?                                    Yes/No

Is there internet-PC in the room?                                                      Yes/No

Is there a safety locker in the room?                                        Yes/No

Are services like ironing (return within 1 hour) and shoe polishing provided? Yes/No

Is there turndown service in the evening?                                         Yes/No

 

A visit / computer based approach any star category hotel.                               

 

Report:

Prepare a report groupwise    

 

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