Premier inn brand standards checklist
Premier inn brand standrds - march 2018
What does this form include?
This form contains 8 sections:
Our brand is really important. It helps set us apart from the competition. It helps customers know an
First-class first impressions Even before your guests set eyes on your hotel, you can help them feel
Arrival
- Is all signage clean and in good repair
- Are all Signage illuminated from dusk until dawn
- Are the trees Well maintained as well as the, borders, bushes, grass and shrubs to limit any obstructions
- Is the hotel clean and well-maintained, canopy, doors, roof, guttering and woodwork
- Are All building lights fully operational and on from dusk until dawn
- Are the litter and ash bins in good repair and not overflowing
- Is the Car park entrance in good repair and free from potholes
- Is the Car park litter free
- Are all car parking bays clearly marked
- Are disabled bays only occupied by blue badge holders
- Is all the car parking notices clean, in good condition and produced in line with current Premier Inn guidelines
- Is the lobby entrance clean, well-cared for and obstruction free
- Are all windows clean and smear free
- Check all Point of Sale materials in entrance follows the current Hotel Merchandising Guide
- Check No handwritten or internally produced notices, Trip Advisor or Food Standards Agency stickers to be displayed
- Check all external garden furniture is clean and in good repair
- Does this site lock their front doors at23:00? Check the door release and must be located either behind the reception/welcome desk or comms tower
- Is there brand approved signage detailing clear instruction to guests on how to enter the building after 23:00
- Is every team member wearing our brand uniform (with the exception of Operations Manager)
- Is every team member wearing their own name badge and worn on the left hand side
- No eating, drinking, smoking or chew gum in guests’ view.
A ‘wow’ upon arrival Any guest arriving somewhere new enjoys a genuine welcome. Likewise, any regular
Check In – Welcome Process
- Does the receptionist give a warm and friendly greeting for every guest within 30 seconds
- if the phone rings while checking-in a guest, does the receptionist ask if they mind before answering
- If families arrive does the receptionist say ‘hello’ to the children
- Does the receptionist ask for booking reference and confirm booking details
- Does the receptionist Print off the invoice and ask the guest to complete as necessary
- If Applicable – Does the receptionist ask for identification when guests are paying with cash or Leisure Vouchers
- Does the receptionist hand key card/key to guest within a key card holder, explaining the breakfast times and where it is served
- If Applicable - If the guest is a lone female, Does the receptionist place their key card face down and give brief directions to their room,
- Has the receptionist explained that we operate a 24 hour reception and encourages them to contact reception if they need anything
- Does the receptionist wish all guests a pleasant stay and uses the guest’s name
Check In – General Standards
- Are All Fixtures and fittings, paintwork and floors are clean and free from obstructions and litter
- Are carpets clean and vacuumed daily
- Are All lighting fully operational and dust free
- Is The desk is to be set up as per Hotel Merchandising guide with no drinks or personal belongings
- Is all POS displayed in-line with the Hotel Merchandising Guide
- Kiosk Only - Are all Kiosks clean, in good repair and screens free from finger marks
- Are all Doors display the correct quiet time vinyl’s, clean and in good condition
- Items such as irons and ironing boards, spare fans, hairdryers, bath mats, and shaving adaptors should be appropriately stocked and in good working order
- Key card boxes if present are to be regularly emptied
- Check each time the desk is left unattended the screen must display the BART login screen - Do not leave any personal guest information as this contravenes the Data Protection Act
- Check only signs permitted on the desk are: – ‘Nobody here’ which must be displayed when reception is unattended – ‘See you again soon’ displayed until 12 noon – ‘Fire alarm, don’t be alarmed’
- Check Vending machine product stock levels must be at least 25% full and must contain bottled water. Vending machine faults or stock replenishment orders must be logged within your nominated supplier
- Night team - Night teams to ensure sites are safe and secure and that any excess noise is eliminated. The front entrance must be locked at 2300
- Night team - Night team must do hourly corridor checks, carried out between 2300 and 0600, pagers and portable panic button carried throughout
- Kiosk Only Night team - Night receptionist to check-invoice paper and load key cards
A fond farewell as a guest, it’s nice to set off feeling appreciated and your custom recognised – it
Check Out – General Standards
- Is the reception manned from 6.30am to capture any early departures
- If the reception desk has to be left unattended, is the appropriate notice displayed
- Is the ‘See you soon’ sign is displayed from 6.00am until midday; ‘Nobody here’ sign displayed until midday – 6.00am
- If a guest buzzes, the receptionist must return to reception as soon as possible (Check Times)
- Does the receptionist, check to ensure our guests have had a great stay and listen to any feedback in a professional and proactive manner
- Does the receptionist make eye contact with every guest, including children, and say a genuine ‘thank you’ or ‘goodbye’ and wish them a pleasant day or onward journey
- If guests have reported an issue is feedback logged onto BART, including any refunds we have offered or given?
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