Hotel Operations Quality Control Audit Form

Audit Date & Start Time

Hotel Property Name

Property Code/ID

Auditor Full Name

Auditor Position/Title

Audit Type

Current Weather Conditions

Is this a repeat audit for this property within the last 6 months?

Describe improvements or recurring issues observed since the last audit:

Were staff members wearing complete, clean, and pressed uniforms?

Detail uniform deficiencies observed:

Did staff greet guests within 30 seconds of arrival with appropriate salutation?

Describe greeting protocol failures and impact on guest experience:

Average check-in time for standard reservation (in minutes)

Was queue management system effective during peak hours?

Explain queue buildup issues and guest frustration indicators:

Did staff proactively offer room upgrades or additional services?

Describe upselling techniques used and their effectiveness:

Rate Front Office Performance Across Key Metrics

Document specific examples of exceptional or poor front desk interactions witnessed:

Room Category Inspected

Room Number Inspected

Was the room ready for immediate occupancy (vacant, clean, inspected)?

Explain readiness issues and operational impact:

Room Condition Ratings (1-5 stars)

Were all advertised in-room amenities present and functional?

Which amenities were missing or defective?

Were safety features clearly visible and accessible?

Identify safety compliance gaps (fire exit map, smoke detector, sprinkler, etc.):

Describe any maintenance issues requiring immediate attention:

Upload photos of any defects, exceptional conditions, or compliance issues:

Average room cleaning time (in minutes)

Percentage of rooms requiring re-cleaning after inspection

Is there a documented room inspection process before marking rooms as clean?

Explain quality control gaps and potential risks:

Are housekeeping carts organized and stocked according to standards?

Detail stocking deficiencies and impact on productivity:

Rate Housekeeping Performance Indicators

Is there a proper lost & found procedure in place?

Describe protocol deficiencies and guest security concerns:

Comment on staff morale and teamwork observed in housekeeping department:

Which F&B outlets were inspected during this audit?

Were food safety temperature logs maintained and up-to-date?

Detail temperature control failures and food safety risks:

Average time from order to first course delivery (in minutes)

F&B Quality & Service Ratings

Did staff accommodate special dietary requirements effectively?

Describe limitations in handling allergies, vegan, gluten-free, religious dietary needs:

Is there a documented procedure for handling food complaints?

Explain complaint handling deficiencies and potential escalation risks:

Describe any observed food safety violations or hygiene concerns:

Upload photos of kitchen conditions, storage areas, or any violations:

Public Area Condition Ratings (1-5 stars)

Are maintenance request logs properly documented and tracked?

Explain maintenance tracking deficiencies and backlog issues:

Is HVAC system maintaining comfortable temperature throughout public areas?

Detail temperature control issues and guest comfort impact:

Is lighting adequate and all fixtures functional in public spaces?

Identify lighting deficiencies affecting safety or ambiance:

Number of visible maintenance issues in public areas

Describe most critical infrastructure concerns requiring capital expenditure:

Are fire extinguishers accessible, inspected within the last 30 days, and properly charged?

CRITICAL ISSUE: Specify the exact location and nature of the fire safety violation:

Are emergency exit routes clearly marked and completely unobstructed?

Document exit route blockages or signage issues with immediate action required:

Is first aid kit adequately stocked and accessible in staff areas?

List missing first aid supplies and associated risks:

Are security staff visible, professional, and conducting regular patrols?

Describe security presence deficiencies and vulnerability concerns:

Is CCTV system operational with adequate coverage of public areas?

Identify blind spots or malfunctioning cameras:

Are key control procedures strictly enforced (master keys, room keys, storage)?

Explain key control breaches and guest security implications:

Document any safety incidents or near-misses reported in the last 30 days:

Is pest control program active with recent inspection records?

Describe pest activity observed and control program failures:

Upload photos of any safety hazards, security concerns, or compliance violations:

Are all staff wearing proper uniforms with name badges?

Detail grooming and uniform standard violations:

Do staff demonstrate comprehensive knowledge of hotel facilities and services?

Identify knowledge gaps and training needs:

Are staff able to communicate effectively in primary guest languages?

Describe language barrier issues affecting service quality:

Are training records current and accessible for all departments?

Explain training documentation gaps and compliance risks:

Are staff certifications (food safety, first aid, security) valid and on file?

List expired certifications and immediate rectification required:

Staff Performance Metrics (Rate 1-10)

Observe and comment on staff morale, energy levels, and workplace atmosphere:

Is concierge desk staffed during advertised hours with knowledgeable personnel?

Describe concierge service gaps and guest impact:

Ancillary Facilities Condition Ratings

Are all recreational facilities operational and properly maintained?

Which facilities are out of service or defective?

Is complimentary WiFi available throughout the property with adequate speed?

Detail WiFi coverage gaps and speed issues affecting guest experience:

WiFi speed test result (Mbps download/upload)

Are accessibility features compliant and functional for guests with disabilities?

Identify ADA/accessibility compliance failures and immediate corrections needed:

Describe unique amenities or services that differentiate this property:

Is the Property Management System (PMS) functioning without critical errors?

Describe PMS failures affecting operations or guest satisfaction:

Are booking engine and channel manager synchronized in real-time?

Explain overbooking risks or rate parity issues observed:

Is mobile app or digital key system operational and user-friendly?

Detail digital guest experience shortcomings:

Are POS systems in F&B outlets properly integrated with PMS for charging?

Describe billing integration issues and guest inconvenience:

Is guest feedback/review management system actively monitored?

Explain feedback monitoring gaps and reputation management risks:

Technology Performance Assessment (Rate 1-5)

Identify any legacy systems requiring upgrade or replacement:

Is there an active waste segregation program (recycling, compost, general waste)?

Describe waste management failures and environmental impact:

Are energy-saving measures implemented (LED lighting, motion sensors, smart thermostats)?

Detail missed opportunities for energy conservation:

Is water conservation program active (low-flow fixtures, linen reuse program)?

Explain water usage inefficiencies observed:

Are sustainable/eco-friendly products used for cleaning and guest amenities?

Identify non-sustainable product usage and alternatives available:

Do staff demonstrate awareness of environmental policies?

Describe training gaps in environmental responsibility:

Sustainability Initiative Ratings

Recommend innovative sustainability practices suitable for this property:

Are all guest bills accurate with proper supporting documentation?

Detail billing errors found and guest financial impact:

Is cash handling procedure secure with dual control and regular audits?

Explain cash handling vulnerabilities and theft risks:

Are room rates consistent across all distribution channels (rate parity)?

Describe rate parity violations and revenue implications:

Is there a proper procedure for handling refunds and adjustments?

Explain refund process gaps and potential revenue leakage:

Percentage of invoices with errors in random sample (test 20 invoices)

Financial Control Strength (Rate 1-10)

Identify any suspicious transactions or control weaknesses requiring investigation:

Are guest complaints logged systematically with resolution tracking?

Explain complaint tracking deficiencies and service recovery risks:

Average complaint resolution time (in hours)

Have any complaints escalated to management or online platforms in the last 30 days?

Describe escalated issues and root cause analysis:

Most frequent complaint categories (select top 3)

Is there a process for analyzing complaint trends and implementing preventive measures?

Explain lack of proactive complaint prevention strategy:

Guest Satisfaction Metrics Rating

Summarize key insights from recent guest feedback and improvement opportunities:

Overall Department Performance Summary (1-5 stars)

Overall Property Audit Score (percentage)

Are there any critical issues requiring immediate escalation to senior management?

Describe critical issues and immediate actions taken:

Action Item Planning Matrix

Strategic recommendations for long-term improvement (30-60-90 day plan):

Will a follow-up audit be scheduled to verify corrective actions?

Proposed follow-up audit date:

Lead Auditor Signature

Audit Report Finalized By (Name and Job Title)

Report Completion Timestamp