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?

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

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

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

Was queue management system effective during peak hours?

Did staff proactively offer room upgrades or additional services?

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)?

Room Condition Ratings (1-5 stars)

Were all advertised in-room amenities present and functional?

Were safety features clearly visible and accessible?

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?

Are housekeeping carts organized and stocked according to standards?

Rate Housekeeping Performance Indicators

Is there a proper lost & found procedure in place?

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?

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

F&B Quality & Service Ratings

Did staff accommodate special dietary requirements effectively?

Is there a documented procedure for handling food complaints?

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?

Is HVAC system maintaining comfortable temperature throughout public areas?

Is lighting adequate and all fixtures functional in public spaces?

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?

Are emergency exit routes clearly marked and completely unobstructed?

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

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

Is CCTV system operational with adequate coverage of public areas?

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

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

Is pest control program active with recent inspection records?

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

Are all staff wearing proper uniforms with name badges?

Do staff demonstrate comprehensive knowledge of hotel facilities and services?

Are staff able to communicate effectively in primary guest languages?

Are training records current and accessible for all departments?

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

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?

Ancillary Facilities Condition Ratings

Are all recreational facilities operational and properly maintained?

Is complimentary WiFi available throughout the property with adequate speed?

WiFi speed test result (Mbps download/upload)

Are accessibility features compliant and functional for guests with disabilities?

Describe unique amenities or services that differentiate this property:

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

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

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

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

Is guest feedback/review management system actively monitored?

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)?

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

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

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

Do staff demonstrate awareness of environmental policies?

Sustainability Initiative Ratings

Recommend innovative sustainability practices suitable for this property:

Are all guest bills accurate with proper supporting documentation?

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

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

Is there a proper procedure for handling refunds and adjustments?

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?

Average complaint resolution time (in hours)

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

Most frequent complaint categories (select top 3)

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

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?

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

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

Lead Auditor Signature

Audit Report Finalized By (Name and Job Title)

Report Completion Timestamp