Brand Standard Detail

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LK STASTANDARD UPDA REASON

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DESCRSTANDARD EFF TED COMPLIANCE
L DESCRIPTIONPTION
DEP CATEGORY CATEGORY LOCATION DATE ON YES/NO FOR NON
1 Admin Guest Services Guest Services :Lobby During peak morning and
& evening hours, a senior
General manager
(GM/RM/EAM/FOM) will
be stationed in the lobby,
proactively engaging guests.
1 All Associate Associate All Areas Employee recognizes and

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 & equipment including
Supplies desktop, printer, scanner,
credit card machines etc. are
in working order.
1 All Guest Services Operating All Areas All essentials for seamless
Equipment & guest service are available
Supplies and arranged as 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 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

feedback/discomfort/complai
ns/glitches etc. are listened
to patiently, noted properly,
escalated and closed.
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1 All Associate Associate All Areas No other task to be

Demeanor Demeanor undertaken by associates
attending a guest like phone
calls etc
1 All Associate Associate All Areas Guests are escorted from one
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

Demeanor Demeanor themselves while 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

Demeanor and are attired in clean hotel
uniforms, polished shoes,
name badges, brand pins, use
appropriate fragrance and
display personal hygiene at
all times.
1 All General Guest Room Guest Associate rings the bell

Entering Room twice at an 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
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reconfirm closure while

leaving a guest room.
1 All Guest Services Telephone All Areas Telephone is answered

within 3 rings or 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

Demeanor Demeanor and in comprehendible
English. English is the
language used for
conversation within hotel
premises.
1 All Associate Associate All Areas Guest asking for directions

Demeanor Demeanor is escorted 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

Demeanor Demeanor presence while interacting
with each other and avoid it
as much as possible.
1 All Associate Associate All Areas Employees offer a warm and

Demeanor Demeanor sincere farewell at the end of
a guest interaction.
1 All Associate Associate All Areas Hand-held phones are kept

Demeanor Demeanor on vibration 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

Demeanor Demeanor and give the guest
uninterrupted attention and
patient hearing.
1 All Associate Associate All Areas Employees use the guest's

Demeanor Demeanor name at least once during the
interaction and make it
personalised.
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1 All Associate Associate All Areas Employees smile and display

Demeanor Demeanor a genuine, warm, friendly
and interested behaviour.
1 Club Swimming Equipment Poolside Shepherd's Crook, Life

Pool Preserver with enough rope
to span the maximum width
of the pool is kept clearly
visible at the pool.
1 Club Fitness Center Linen Fitness A towel shelf with clean

Center hand towels and used towel
bin are present in the fitness
center.
1 Club Fitness Center Guest Supplies Fitness Drinking water is kept in or

Center near the exercise room.
1 Club Fitness Center Guest Supplies Fitness Disinfectant wipes or spray,

Center disposable paper towels and
fabric hand towels is
available for usage.
1 Club Fitness Center Signage Fitness 2 Disclaimers must be

Center, posted: a) Disclaimer in the
Locker fitness area, stating that
Room 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

Equipment instructions for each piece of
exercise equipment is fixed
on each machine.
1 Enginee Public Area Equipment Employee Minimum: 1 Well - Lit Full Yes
ring Locker Length Mirror/Locker Room
Room and 1 Well - Lit
Mirror/Vanity Counter. 2
Benches/Locker Room
(Atleast 4 feet in length).
1 Enginee Public Area Equipment Guest Minimum: 1 Well - Lit Full Yes
ring Washroom Length Mirror/Washroom
s and 1 Well - Lit
Mirror/Vanity Counter.
1 Enginee Public Area Condition Employee Flooring, Walls, Ceiling, Yes

ring Locker Fixtures, Equipment is of
Room high quality. 1 hook behind
every cubicle door is
present. Are in good repair
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and condition. Comfortable

ambient temperature is
maintained. Fresh Air and
Exhaust mechanisms are
working.
1 Enginee Public Area Condition Guest Flooring, Walls, Ceiling, Yes

ring Washroom Fixtures, Equipment is of
s high quality. 1 hook 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 Enginee Public Area Condition Elevators - Floors, Ceiling and Walls,

ring All Buttons, Signage and phone
is clean, maintained and in
working order.
1 Enginee Public Area Condition All Areas Light fixtures are clean and Yes
ring in working order
1 Enginee Public Area Signage All Areas Clearly visible, adequate and Yes
ring clean signages are fixed in
all areas
1 Enginee Public Area Condition All Areas Area is maintenance free and Yes
ring all equipment is in working
order
1 Enginee Public Area Flooring All Areas Flooring, Walls and Ceiling Yes
ring is of high quality, is in good
repair and condition.
1 Enginee Public Area Condition Exterior Exterior of the hotel is well Yes
ring Areas maintained and in good
condition
1 Enginee Guest Room Equipment Guest 1 health faucet in WC Yes

ring Product/Arriva Room cubicle (located on RHS of
l Room the WC), 1 amenity
holder/shower cubicle and 1
amenity holder/bathtub, 1
fixed Vanity Counter Mirror,
1 Full length mirror in room
1 Enginee Guest Room Signage Main Door Room number is Yes

ring Product/Arriva prominently displayed
l Room outside the room in good
condition and is clean.
Numbers in braille in
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addition is optional.
1 Enginee Guest Room Condition Guest Room and bathroom are Yes
ring Product/Arriva Room maintenance free and all
l Room equipment is in working
order
1 Enginee Guest Room Equipment Minibar 1 40-litre minibar with Yes

ring Product/Arriva Cabinet working bulb, a glass door,
l Room locking facility and door
shifter is available. Minibar
door to open on same side as
cabinet door. Minibar to be
clean and cooling properly.
1 Enginee Guest Room Condition Guest Hot water temperature is as Yes

ring Product/Arriva Room per industry standards (45 C
l Room - 50 C). Hot and cold water
pressure is as per industry
standards (3 Bar, + - 0.5
Bar)
1 Enginee Guest Room Equipment Guest A clean and working Yes

ring Product/Arriva Room thermostat is available.
l Room Thermostat is set at 21 C for
summers and 23 C for
winters. Room at a
comfortable temperature on
arrival and free of odour.
1 Enginee Guest Room Equipment, Wardrobe 1 Safe/room is available. Yes

ring Product/Arriva Collaterals Must hold an A4-sized
l Room portable 17 inches computer.
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 Enginee Guest Room Equipment Main Door Electronic Door bell must be Yes
ring Product/Arriva present and working
l Room
1 Enginee Guest Room Equipment Main All guestroom doors should Yes
ring Product/Arriva Door, I/C be equipped with a deadbolt
l Room Door lock and collar lock. All
connecting doors must have
an internal deadbolt lock.
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1 Enginee Guest Room Signage, Main Door Electronic DND, CML Yes
ring Product/Arriva Collaterals (Collect My Laundry) and
l Room CMR (Clean My Room) is
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 Enginee Guest Room Equipment Main Door Viewing hole is present at Yes
ring Product/Arriva appropriate height (about 5
l Room feet from floor in standard
rooms) and 1 additional
viewing hole present at
about 3 feet from floor in
differently abled room. Is
functional and clean
1 Enginee Guest Room Equipment Main Door Door closure and stopper is Yes
ring Product/Arriva present, clean and functional
l Room
1 Enginee Occupied/ Turndown Guest Maintenances such as fused Yes

ring Vacant Room Servicing Room bulbs etc are attended to
while room is being
serviced.
1 Enginee Occupied Room Guest Maintenances such as fused Yes

ring Room Servicing Room bulbs etc are attended to
while room is being
serviced.
1 Enginee Swimming Signage Poolside Pool depths are clearly

ring Pool marked on the 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 Enginee Public Areas Condition All Areas All areas are maintenance
ring free.
1 Enginee Facilities Policies & All interior signage must

ring Programs conform to Brand Graphics:
wayfinding signage, etc.
1 Enginee Facilities Policies & All exterior signage must

ring Programs conform to Brand Graphics:
Building/free standing signs
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1 Enginee Exterior Exterior Decals must be branded. Yes

ring Window 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)
1 F&B Restaurant 1. The area is designated as

Producti non-smoking.2. The
on Breakfast Area
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

Producti side offer of fresh baked
on croissants and a specialty
muffin from a basket
presentation
1 F&B Brand Standard The newspaper selection in

Producti the all-day restaurant and in
on lounges will include at 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

Producti with small complimentary
on sweet and petit four
1 F&B Restaurant Restaurant Restaurant reservations will

Producti Booking be held up to twenty minutes
on after the booked time; a
courtesy call will be made
within ten minutes after the
booked time has passed
1 F&B Mini Bar Guest Refrigerators will have some

Producti Room empty space available for
on placement of guest‟s
personal items
1 F&B Entertainment IRD / Anytime a DVD is requested

Producti concierge for in-room use, popcorn and
on Pepsi/Coke will be delivered
on a complimentary basis
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F&B Menu Menu Lobby Menus of all Nile

Producti Specification Hospitality restaurants in the
on city will be offered for
viewing; these will be
original menus, not
photocopies.
1 F&B Soft Skills Restaurant Staff will go about their

Producti work quietly, minimizing the
on noise from service stations
and service areas
1 F&B Breakfast Beverage Restaurant Beverage menus will feature

Producti / IRD at least five drinks
on highlighted as healthy and
vegetarian, featuring fresh
ingredients
1 F&B Breakfast Beverage Restaurant Coffee will be served in a

Producti / IRD French press (with the first
on cup poured by the server)
OR in a cup from the coffee
machine
1 F&B IRD Package Meal The menu will feature a

Producti packed meals option
on (Breakfast and Lunch
Hampers) 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 Guests can easily and

Producti / IRD quickly make a dining
on reservation at any time of
day, speaking with a well-
informed staff member
1 F&B Entertain Restaurant Music, decor, service ware

Producti and accouterments will
on support the theme or
nationality of the restaurant
1 F&B Menu Menu Restaurant All service staff will be able

Producti Knowledge / IRD to effectively discuss the tea
on and coffee selections and
assist the guest in selecting
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1 F&B Guest All Guest Service times will be

Producti Interaction Area coordinated to occur with
on daily housekeeping services
so as not to disturb the guest
multiple times
1 F&B Packed Food Specification IRD In-Room Dining menus will

Producti feature packed meals (called
on Breakfast 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

Producti Specification will be featured, including
on fun and age-relevant
presentations and service
ware.
1 F&B Amuse Bouche IRD The In-Room Dining menus

Producti will include a selection of
on items that can be prepared in
small portion to create a
personalized chef‟s tasting
menu
1 F&B Restaurant Time Restaurant A selection of breakfast

Producti Specification / Room dishes will be listed and
on Service available from the menu
24/7
1 F&B IRD VIP Animates Guest Dinner presentations will

Producti Room / include a small Indian fabric
on Restaurant accent, such as a runner or
napkins only for VIPs
1 F&B IRD Guest Trays, trolleys and chairs

Producti Room will be automatically
on arranged conveniently,
comfortably, and with
attention to the room‟s
advantages such as view and
furnishings
1 F&B Maintenance Hygiene Restaurant "Room fresheners or exhaust

Producti system (mechanical or
on otherwise) are used to
maintain a pleasant
atmosphere, free of smoke
and odors."
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1 F&B Maintenance Specification Restaurant Ceiling finishes to be

Producti smooth plastered and painted
on as a minimum.
1 F&B Product Product Restaurant "Outside noise is minimized

Producti Specification through the use of proper
on noise buffers, such as
shrubbery and insulated
windows."
1 F&B equipment Product Restaurant "Mechanical and electrical

Producti Specification devices are incorporated into
on the overall decor to avoid
disruption of the design
theme."
1 F&B Maintenance Product Restaurant The wall skirting is flat style

Producti Specification and at least 100mm high.
on
1 F&B Maintenance Product Restaurant "Floor finishes to be timber,

Producti Specification / Lobby stone, marble or granite in
on heavy traffic areas. 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

Producti / Lobby convenient access from the
on lobby and kitchen areas and
the entrance is attractive and
inviting."
1 F&B Product Stainless steel or silver

Producti flatware is used
on
1 F&B properly sized, clean,

Producti wrinkle-free and in excellent
on condition
F&B Product Specification Restaurant Linen napkins, tablecloths or

Producti placemats are always
on provided
1 F&B Menu Menu Restaurant Pricing and portion size is at

Producti Specification / IRD the discretion of the property
on
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management.
1 F&B Menu Menu Restaurant "Menus contain exact and

Producti Specification / IRD precise definitions of food
on items, ingredients, quality,
origin and portion sizes."
1 F&B Menu Menu Restaurant Menus are clean, free of

Producti Specification / IRD spots, and never dog-eared
on
1 F&B Menu Menu Restaurant Menus are available in local

Producti Specification / IRD language and English
on
1 F&B Menu Menu Restaurant Menus have no handwritten

Producti Specification / IRD alteration
on
1 F&B Menu Menu Restaurant Menus are always

Producti Specification / IRD professionally produced
on
1 F&B Entertain Restaurant Soft background music is

Producti played in the restaurant area.
on
1 F&B Sustainable Restaurant "All hotels must use

Producti Development sustainable straws in lieu of
on plastic, this is applicable for
all Food and Beverage
Outlets, including Room
Service."
1 F&B HK Clean Linen Restaurant "The area is always clean

Producti and free of clutter in order to
on enhance the guests' opinion
of the decor and staff."
1 F&B Restaurant Specification Restaurant "The franchise restaurant is

Producti separate and distinct from
on the hotel operation in 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

Producti Specification approved in-house brand
on restaurant or an established
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national restaurant franchise,

agreed and approved by the
brand."
1 F&B Maintenance Specification Restaurant Light fittings and power

Producti sockets adequately IP rated
on
1 F&B Product Product Restaurant A protective covering is

Producti Specification added to the bottom half of
on the door (e.g., carpet or
guardrails).
1 F&B Restaurant Furniture Restaurant "All furnishings and fixtures

Producti Specification are in excellent condition
on and free of dust, lint, finger
marks, stains, smudges, and
scratches."
1 F&B Guest Area Specification Restaurant The entrance is attractive

Producti and inviting and the hours of
on operation are clearly posted.
1 F&B Maintenance Specification Restaurant Door closers and kick plates

Producti are incorporated.
on
1 F&B Maintenance Specification Restaurant "Exterior doors have screens

Producti or insect control device and
on 180 degree tamper-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

Producti hollow metal (including
on frames), with kicks, hand
plates and closures
1 F&B Maintenance Specification Restaurant "Lighting is fluorescent,

Producti general illumination.
on Recessed ceiling fixtures
with acrylic lenses are
recommended."
F&B Maintenance Specification Restaurant "Ceilings are 2.75m high

Producti with washable acoustical lay
on in ceiling, with vinyl or
similar impervious finish."
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1 F&B Maintenance Back Area Back Area All surfaces are washable
Producti Specification and impervious to grease and
on moisture
1 F&B Maintenance Back Area Back Area "Walls behind the cooking
Producti Specification line and dishwasher are
on masonry, ceramic tile or
stainless steel sheeting."
1 F&B Maintenance Back Area Back Area Walls have a painted finish
Producti Specification with high quality enamel or
on epoxy paint
1 F&B Maintenance Back Area Restaurant "Floors have commercial

Producti Specification grade 12.5mm quarry tile,
on waterproofed with sealed
joints, and a quarry tile
sanitary base. A brand
approved commercial grade
vinyl composition is the
minimum requirement."
1 F&B Restaurant Breakfast Restaurant One (1) more items from the
Producti Breakfast Buffet following: potato dish,
on tomatoes, baked beans,
mushrooms, black pudding,
white pudding, vegetarian
sausage, waffles, French
toast, other local dish of the
country.
1 F&B Restaurant Breakfast Restaurant 1. A minimum of two (2)

Producti Breakfast Buffet types of individually
on wrapped cheese portions
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

Producti Breakfast Service is required in the breakfast
on area. 2. Ensure proper
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,
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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

Producti Specification drains, with 12.5mm at drain
on plate
1 F&B Back Area Back Area Pantry or kitchen area is a

Producti Specification minimum 15m2
on
1 F&B Breakfast Restaurant 1. There must be a minimum

Producti Buffet of four (4) different types
on including one healthy 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 Restaurant 1. Sweet - A minimum of

Producti Buffet two (2) types must be
on available (e.g. muffins,
croissants, pain au chocolate,
pain aux raisins, Danish). 2.
Must be displayed in a
basket or bowl platter on a
liner.
1 F&B Breakfast Restaurant 1. A minimum of a full-fat

Producti butter and a low-fat variety
on (e.g. Flora) must be
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Buffet 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 Restaurant 1. A continental breakfast

Producti Buffet buffet is complimentary to
on registered guests. 2. 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 Hygiene Restaurant Room fresheners or exhaust

Producti Area Protocol system (mechanical or
on otherwise) are used to
maintain a pleasant
atmosphere, free of smoke
and odors.
F&B Buffet Buffet All properties that provide

Producti Breakfast Breakfast the brand breakfast are
on required to have a breakfast
pantry
1 F&B F&B F&B F&B The breakfast must be

Producti Restaurant Restaurant Restaurant presented in a clean,
on professional, appetizing and
neat manner.
1 F&B Restaurant & Restaurant & Restaurant Hot dishes should be served
Producti Banquet Banquet & Banquet in chafing dishes.
on
1 F&B Breakfast Breakfast Breakfast A minimum of one (1) style

Producti Buffet Buffet of egg must be provided
on
1 F&B Breakfast Breakfast Breakfast Breads (white and brown)

Producti Buffet Buffet medium sliced bread is the
on minimum standard. A
commercial grade toaster
must be provided.
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1 F&B General Behavior All Guest All team members to use

Producti Area guest name at least once
on while interacting
1 F&B Breakfast Hot Food and Minimum 5 types with at

Service Condiments least: • 1 Hot meat item
(example: bacon, sausages) •
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
1 F&B Breakfast Allergen Gluten-free bread (Optional)

Service Alternatives 1 type Gluten-free crackers 1
type Lactose-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 Breakfast Bakery, Jams Min 3 types Viennoiserie

Service and Spreads (example: croissants, pain
aux raisins, muffins)- OK 2
types Bread rolls- OK 1
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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 Breakfast Cheese 1 Whole cheese- OK 1

Service Sliced cheese- NOT GOOD
1 Soft or cream cheese
(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 Breakfast Cold Cuts Min 2 types cured slice

Service meats if hotel served Non
veg Food.
1 F&B Breakfast Pickles, 2 types Fresh cut vegetables-

Service vegetables and OK 1 Cured or pickled
Fish vegetables- OK 1 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 Breakfast Dairy Min 1 Yogurt (example:

Service natural, Greek) 1 Buttermilk
1 Milk full fat (or >3.4%
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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 Breakfast Cereals, Seeds, 1 Sugar-free muesli- TAG

Service Nuts and Dried NOT OK, 1 Bran cereal (any
Fruits variety) 1 Other cereal (any
variety) 3 types Nuts and/or
seeds 2 types Dried fruits-
NO
1 F&B Breakfast Fruits 3 types Seasonal freshly cut

Service fruits 1 Whole fruit 1 Fruit
compote • Whole fruit must
include banana • Whole fruit
types must not be mixed
1 F&B Guest Services Guest Services Restaurant Service ambassadors during

Service s meal periods in F&B Service
control restaurant/banquet
movement, monitor guest
movement and assist guests.
1 F&B Public Area Cleanliness All Areas Soiled Room Service/IRD

Service trays/trolleys/operating
equipment are not found
lying anywhere apart from
the designated area in Room
Service/In Room Dining.
1 F&B Public Area Cleanliness Lobby Market Place is clean,

Service maintained and set-up with
fully stocked with good
quality brand approved
products.
F&B Brand Standard Guest Fruit amenities will be set

Service Rooms pre-arrival in all rooms;
presented in an artistic,
contemporary or local-
heritage style including three
pieces of fruit.
1 F&B Breakfast Breakfast Full cutlery set up or full

Service cutlery with cutlery holder•
Tables should be completely
set-up before guest is seated
1 F&B Breakfast Coffee and Tea Coffee 4 Types available on

Service Station the machine (espresso,
espresso-based drink, decaf,
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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 Breakfast Drinks 1 Fresh squeezed orange

Service 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 Lobby Welcome From 12:00 until 22:00

Service Corner Close to 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
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used glass
1 F&B Meeting Meeting room Meeting Equipment and set

Service Rooms ups are meeting brand
standards
1 F&B Meeting Credenza Credenza set ups are meeting

Service Rooms brand standards
1 F&B Meeting Boardroom Boardroom equipment and

Service Rooms set ups are meeting brand
standards
1 F&B Restaurant F&B Provide continuous food

Service 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 Restaurant F&B Restaurant and Lounge

Service menus must be
professionally reproduced,
without manual alterations
(handwritten, sticker
overlays, etc. prohibited).
1 F&B Breakfast Ala carte All day Ala Carte Breakfast must be
Service dining 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 Breakfast Hours of All day Breakfast should open at

Service operation dining 06:30 latest in 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 Breakfast Hours of All day Breakfast must be open for a

Service operation dining minimum of 3 hours
(weekdays) and 4 hours
(weekends) Breakfast must
be open until at least 11:00
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1 Front Transport Guest Services Car Minimum Requirement/Car

Office - 2 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 Check in Welcome Guest Personalized, hand-signed Yes

Office Rooms welcome letters from the
General Manager will be
preset in all rooms.
1 Front Bell Guest Services Lobby Guests asking for dining Yes
Office Desk/Concierg advice will be given at least
e three suggestions matching
the guest’s needs and will
always include a Nile
Hospitality restaurant in
locations where available.
1 Front Transport Guest Services Car Each car will have Jasmine
Office fragrance air-fresheners and
aerosols.
1 Front Check in Guest Services Lobby Cold Towels and Warm

Office Towels to be given along
with welcome drink (In
Resorts)
1 Front Check in Baggage Bell Desk All VIP's will be directly Yes
Office Service escorted to the room for an
In-Room check In. Photo
Id's can be collected form
the guest in the room and
returned to the guest by the
associate delivering the
luggage.
1 Front Guest Services Safety & Safety Safety deposit locker facility
Office Security Deposit is available. Is clean,
Locker maintained and under CCTV
Room surveillance.
1 Front Bell Bell Left Left luggage facility is No CC TV Camera

Office Desk/Concierg Desk/Concierg Luggage available. Is clean and
e e Room maintained. Electronic lock
and camera is installed.
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1 Front Front Desk Operating Lobby Minimum Requirement - 1 No Safe Deposit L

Office Equipment & Passport Scanner, 1 Note
Supplies Counting Machine, 2 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 Business Guest Services Business Minimal services to include NO Business Centr
Office Centre Centre Internet Access, Faxes,
Mails and Couriers, 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 Membership Enrolment Front Desk The hotel has achieved hotel Membership Enrol
Office Program specific program enrollment
goals for the year.
1 Front Membership Policies & All Areas Recognition and Membership Enrol
Office Program Programs acknowledgement of
member is done as per
membership level.
1 Front Membership Policies & Back Hotel Enrollment Tracker is Membership Enrol
Office Program Programs Office - clearly displayed at the back
FO of the house to ensure front
office employees are aware
of the daily, monthly &
yearly enrollment goals,
actual enrollments and
incentive received.
1 Front Membership Policies & All Areas Member Benefit delivery is Membership Enrol
Office Program Programs done as per entitlement.
1 Front Bell Guest Services Guest Newspapers are delivered

Office Desk/Concierg Room between 4:00 am and 5:00
e am every morning.
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.
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1 Front Operator Guest Services Operator Wake-up calls are noted,

Office reconfirmed and delivered
on time through an
automatic machine and
manually. Request for
follow-up call is enquired
and attended.
1 Front Business Guest Services Business Business centre is manned NO Business Centr
Office Centre Centre from 9 am to 6 pm or as per
business needs. Signage to
be displayed during non-
manned hours for ease if
guests for assistance.
1 Front Business Guest Supplies Business Updated newspapers and NO Business Centr
Office Centre Centre magazines to be available at
all times.
1 Front Business Operating Business All operating supplies and NO Business Centr
Office Centre Equipment & Centre equipment including
Supplies desktop, printer, scanner,
credit card machines etc. are
in working order.
1 Front Business Guest Services Business Business centre menu is NO Business Centr
Office Centre Centre printed and available for
guest reference.
1 Front Operator Telephone Operator The caller is listened to Hiring of Operator

Office carefully and request
attended to. Caller is thanked
after a conversation and
wished a pleasant day.
1 Front Operator Telephone Operator Calls are attended with a

Office smile and in a professional
manner. Background is free
of noise or disturbance.
1 Front Operator Telephone Operator Calls are transferred in a

Office professional way
announcing "Transferring
your call". No calls are
screened unless requested by
a guest or unless a call
transfer is requested by guest
or for single lady travellers.
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1 Front Guest Services Guest Services Lobby Lobby ambassadors during

Office morning and afternoon shifts
in front office control lobby
movement, monitor guest
movement and assist guests
is mandatory.
1 Front Guest Services Guest Services Lobby Lobby and operator are Hiring of Operator
Office manned 24 x 7
1 Front Guest Services Rooming Guest Employee offers additional Yes

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

Office Room complex technical aspects of
the room (i.e. 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 Guest Services Rooming Guest Employee offers the option Yes
Office Room of a room orientation on
reaching the room.
1 Front Guest Services Rooming All Areas Employee ascertains if it is Yes

Office the guest's first visit to the
hotel and if it is, 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 Guest Services Rooming All Areas Employee engages in polite, Yes
Office unobtrusive conversation
with the guest. Speech is
clear and English language is
used for communication.
1 Front Transport Condition Car Exterior and Interior of the Yes

Office vehicle is polished, in
working order and
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maintenance free.
1 Front Transport Cleanliness Car Exterior and interior of the Yes

Office vehicle clean, tidy and odour
free.
1 Front Bell Bell Lobby Employee is able to arrange Yes

Office Desk/Concierg Desk/Concierg and give options of travel
e e (i.e. flights, railway, bus,
taxi, etc).
1 Front Bell Bell Lobby Employee is knowledgeable Yes

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

Office Desk/Concierg Desk/Concierg questions and provides
e e written information in clear,
legible handwriting and on
hotel stationery. Offers
further assistance before
guest leaves the counter.
1 Front Bell Bell Lobby Complimentary city maps NOT AVAILABL

Office Desk/Concierg Desk/Concierg and brochures are available.
e e
1 Front Bell Bell Lobby Employees have a good

Office Desk/Concierg Desk/Concierg range of restaurant
e e recommendations (minimum
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 Transport Departure Car Driver assists guest on Yes

Office reaching destination,
offloads baggage, reconfirms
number of pieces and bids a
fond farewell.
1 Front Transport Departure Main Driver informs travel time to Yes

Office Porch guest, checks comfort of
temperature, music and
offers water to the guest
before starting the journey.
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1 Front Transport Departure Main Driver is dressed Yes

Office Porch appropriately, recognizes,
acknowledge guests and
extends the Namaste gesture
with the appropriate
Good Evening) and assists
with luggage.
1 Front Transport Departure Main Drop car is checked for Yes

Office Porch compliance of car standards
before guest boards the car.
1 Front Bell Check Out - Main Post completion of departure Yes

Office Desk/Concierg Baggage Porch formalities Guest is escorted
e to car, luggage placed in car
boot, number of pieces
reconfirmed and then guest
escorted and seated.
1 Front Bell Check Out - Lobby Employee confirms number Yes

Office Desk/Concierg Baggage of luggage pieces to be
e collected and collects it
within 10 minutes of the
request. Delay in luggage
collection is informed and
estimated new collection
time informed to guest.
1 Front Bell Baggage All Areas Luggage service is organized Yes

Office Desk/Concierg and professional.
e
1 Front Bell Check In - Guest Luggage of guests who had Yes

Office Desk/Concierg Baggage Room to wait for their room is
e placed into the room prior to
their arrival in the room.
1 Front Bell Check In - Guest Employee places the luggage Yes

Office Desk/Concierg Baggage Room on to the luggage rack/bench
e in the correct 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 Bell Check In - Guest Correct Luggage arrives at Yes

Office Desk/Concierg Baggage Room the guest's room within 10
e minutes of check in.
1 Front Bell Arrival - Main Bell Desk GSA tags the Yes
Office Desk/Concierg luggage while reconfirming
e the number of bags with the
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Baggage Porch guest.
1 Front Transport Arrival Car Hotel is informed by Driver Yes

Office once guest is picked up.
1 Front Transport Arrival Car Guest is escorted to car, Yes

Office luggage placed in car boot
and number of 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.
1 Front Transport Arrival Airport/ Driver recognizes and Yes

Office Railway acknowledge guests from 10
Station/Bu feet away. At 5 feet, smiles
s Stop and extends the Namaste
gesture with the appropriate
Good Evening) and assists
with luggage. Returning
guests recognised by name
and thanked for choosing to
stay with the hotel again.
1 Front Transport Pre - Arrival Hotel A message and email with Yes
Office pickup details with driver
name, official contact
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 Transport Pre - Arrival Car Driver is dressed PLACARD HOLD

Office appropriately and carries a YET.
professional placard or
digital signage upright with
guest and hotel name visible
clearly from at-least 10 feet
away.
1 Front Transport Pre - Arrival Airport/ Pick up car/vehicle is Yes

Office Railway checked for compliance of
Station/Bu car/vehicle standards and
s Stop sent for pick up.
1 Front Guest Services Operating Lobby All items in sight and being Yes
Equipment & used by the associate or
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Office Supplies offered to guest are clean

and in working order.
1 Front Guest Services Check Out Lobby Employee escorts the guest Yes
Office till Main Porch and offers a
fond farewell.
1 Front Guest Services Check Out Lobby Employee collects the key. If Yes
Office the guest is returning to the
room, employee ensures that
the key card remains
operational.
1 Front Guest Services Check Out Lobby Employee takes stay Yes
Office feedback and invites guest to
return to the hotel.
1 Front Guest Services Check Out Lobby Employee offers assistance Yes
Office with onward transport and/or
reconfirms any prearranged
transport.
1 Front Guest Services Check Out Lobby Employee offers and Yes
Office arranges luggage assistance.
1 Front Guest Services Check Out Lobby Guest is offered to email the Yes
Office folio else the folio is
presented to guest neatly in a
branded bill fold/envelope.
1 Front Guest Services Check Out Lobby Employee clarifies the Yes
Office method of payment before
completing the transaction in
a quick and efficient manner.
1 Front Guest Services Check Out Lobby Final invoice is presented Yes
Office and is clearly itemized in
English, accurate and
complete. Signature is taken.
1 Front Guest Services Check Out Lobby A hotel branded pen is Hotel branded pen
Office provided for completion of
formalities and is also used
by the front office
associates.
1 Front Guest Services Check Out Lobby Information invoice is Yes

Office presented and is clearly
itemized in English, accurate
and complete.
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1 Front Guest Services Check Out Lobby Prior to presenting the Yes
Office information invoice,
employee verifies any last
minute charges and post
accordingly.
1 Front Guest Services Check Out Lobby Check Out is completed in Yes
Office not more than 3 minutes of
arrival at desk or from the
time of joining the queue.
1 Front Guest Services Check Out Lobby Guest is offered immediate Yes
Office assistance. If a queue is
present, guest is
acknowledged with hand and
facial gestures within a
minute of joining the queue.
1 Front Guest Services Check In Lobby If any payment is given by Yes

Office the guest, he/she is given an
acknowledgement receipt
before leaving the desk.
1 Front Guest Services Operating Lobby All items in sight and being Yes
Office Equipment & used by the associate or
Supplies offered to guest are clean
1 Front Guest Services Check In Lobby If the room was not ready on Yes
Office arrival, guest is offered a
complimentary beverage and
regularly updated on the
situation
1 Front Guest Services Check In Lobby Employee arranges for the Yes
Office guest to be escorted to the
room and if this was done by
a second employee, that
employee is introduced to
the guest.
1 Front Guest Services Check In Lobby Employee offers and Yes

Office arranges luggage assistance.
1 Front Guest Services Check In Lobby Key given in a jacket with Yes
Office both hands. Key and jacket
are clean and in good
condition.
1 Front Guest Services Check In Lobby WiFi id and passoword is Yes

Office shared and assistance offered
for connectivity.
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1 Front Guest Services Check In Lobby Membership is requested for

Office and offered if not a member.
Details are shared post
enrolment.
1 Front Guest Services Check In Lobby Government Id asked for, Yes

Office copied and returned with
both hands
1 Front Guest Services Check In Lobby Room type, special requests Yes
Office (i.e. bed preference), billing
instructions, pax 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 Guest Services Check In Lobby A hotel branded pen is Hotel branded pen
Office provided for completion of
formalities and is also used
by the front office
associates.
1 Front Guest Services Check In Lobby Registration card/form is Yes

Office prepared in advance with all
the correct information given
at the time of reservation
present.
1 Front Guest Services Check In Lobby Check in is completed in not Yes

Office more than 3 minutes of
arrival at desk or from the
time of joining the queue.
1 Front Guest Services Check In Lobby Guest is offered immediate Yes

Office assistance. If a queue was
present, guest is
acknowledged with hand and
facial gestures within a
minute of joining the queue.
1 Front Public Area Cleanliness Lobby All counters, desks, back Yes
Office office, LLR, baggage areas
etc are clean, stacked,
stocked and well maintained.
1 Front Public Area Cleanliness Lobby Library is clean and arranged NO Library is avai
Office with good quality books and
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journals.
1 Front Front Office Printing & Front The HOT log and SRMS log Yes
Office Stationery Desk, should be maintained and
Operator each request or concern must
be logged as it occurs. All
requests will be reconfirmed
within 10 minutes.
1 GM Assessment Self Hotel - All Hotels are required to

Office Assessment Areas perform two complete self-
assessments/audits per year
meeting the deadlines as per
the SOP.
1 Horticul Public Area Landscaping Lobby Live plants to be fresh, clean

ture and 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 Horticul Public Area Landscaping Exterior Landscaping looks fresh and

ture Areas is well attended. Is free of
debris, dead plants and
leaves.
1 Houseke Guest Room Laundry Wardrobe Laundry bags - 1 Logo'd Yes

eping Product/Arriva Supplies non-woven bag and 1
l Room laundry list is available with
availability of laundry,
pressing and dry cleaning
facility. Ensure 3-Hour
Express Laundry provision
is there on slip.
1 Houseke Public Area Cleanliness All Areas All areas are clean, smell Yes
eping 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 Houseke Public Area Design& Lobby During festivals, both Yes

eping Decor Western and Indian (Diwali),
lobbies will feature
traditional decorations
keeping decoration
guidelines in mind
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1 Houseke Pest Control Pest Control All Areas Hotel is free of pests Yes
eping including cobwebs etc at all
times.
1 Houseke Public Area Operating Employee Mandatory Per Locker Yes

eping Equipment Locker Room - 1 Soap Dispenser/2
Room 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
1 Houseke Public Area Cleanliness Employee Locker room is fresh in Yes

eping Locker appearance and has
Room fragrance in all areas.
Flooring, Walls, Ceiling,
Fixtures, Equipment,
Supplies are clean and
maintained.
1 Houseke Public Area Operating Guest 1 toilet roll in a triangle fold Yes
eping Supplies Washroom is placed in holder of all WC
s cubicles. 1 Sanitary Bag/WC
cubicle is placed in ladies
washroom.
1 Houseke Public Area Cleanliness Guest Washroom is fresh in Yes

eping Washroom appearance and has uniform
s jasmine aroma in all areas.
Flooring, Walls, Ceiling,
Fixtures, Equipment,
Supplies are clean and
maintained.
1 Houseke Public Area Operating Guest Mandatory Per Washroom - Yes

eping Equipment Washroom 1 Foam Soap Dispenser/2
s 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
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required. All to be in clean

1 Houseke Public Area Cleanliness All Areas Flooring, Walls, Ceiling, Yes
eping Moulding, Skirtings, Doors,
Windows and Vents are
clean and free of stains/dust
and dirt.
1 Houseke Public Area Cleanliness All Areas Windows, Mirrors, Metallic Yes
eping Surfaces, Pictures, Paintings
and Frames are clean and
free of stains/dust and dirt
1 Houseke Public Area Cleanliness All Areas Upholstered furniture, Yes

eping furniture surfaces,
curtains/shutters/blinds,
sofas, cushion covers, office
chairs are clean and free of
stains/dust and dirt.
1 Houseke Public Area Cleanliness Lobby Clean, Symmetrical and Yes

eping Professionally made Floral
arrangements to be present
in single colour with a single
type of foliage.
1 Houseke Public Area Cleanliness Lobby Lobby is fresh in appearance Yes

eping and has uniform jasmine
aroma in all areas.
1 Houseke Public Area Flooring Entrance/ Branded Welcome Mats:

eping Airlock, The approved Welcome Mat
Front Desk 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 Houseke Occupied Room Bed Linen change policy to be Yes

eping Room Servicing followed. To be also
provided on guest request
and after each departure.
1 Houseke Guest Room Equipment Wardrobe Mandatory - Suites - 1 Yes

eping Product/Arriva set/room Steam Iron must be
l Room auto shut-off. The ironing
board must be full-size and
hung in the closet on a closet
organizer. Spare sets are
available on request for other
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rooms
1 Houseke Guest Request Guest Request Guest All baby cribs/cots and
eping Items Room rollaway beds in 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 Houseke Guest Room Cleanliness Guest All areas (walls, floor, Yes
eping Product/Arriva Bathroom ceiling fixtures, mirrors,
l Room glass surfaces etc) are dry,
clean, polished (where
applicable), mould and
odour free. Drains and
cockroach trap is unclogged.
1 Houseke Guest Room Cleanliness Guest Light fixtures in bathroom Yes

eping Product/Arriva Room and bedroom are clean and
l Room in working order
1 Houseke Guest Room Cleanliness Guest Flooring, Walls, Ceiling, Yes

eping Product/Arriva Room Moulding, Skirtings, Doors,
l Room Windows and Vents are
clean and free of stains/dust
and dirt
1 Houseke Guest Room Cleanliness Guest Windows, Mirrors, Metallic Yes

eping Product/Arriva Room Surfaces, Pictures, Paintings
l Room and Frames are clean and
free of stains/dust and dirt
1 Houseke Guest Room Cleanliness Guest Upholstered furniture, Yes

eping Product/Arriva Room furniture surfaces,
l Room curtains/shutters/blinds,
sofas, cushion covers, office
chairs are clean and free of
stains/dust and dirt. Curtains
provide 100% blackout.
1 Houseke Guest Room Cleanliness Guest In rooms with balcony or sit- Yes
eping Product/Arriva Room outs, area is clean with clean
l Room and maintained furniture and
equipment. Balcony door is
clean and locks from inside
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properly.
1 Houseke Guest Room Operating Guest 1 Shaving Mirror on a Yes

eping Product/Arriva Equipment Room swivel (Minimum 8" in
l Room diameter).
1 Houseke Guest Room Operating Guest 1 professional hairdryer per Yes

eping Product/Arriva Equipment Room room to be placed in
l Room bathroom, on a shelf, in a
drawer (with a signage to
identify location) or holder.
Hair dyer bag is optional.
1 Houseke Guest Room Bathroom Guest Standard Bathroom Yes

eping Product/Arriva Supplies Bathroom supplies/Room (Approved
l Room brand only): 1 Shampoo, 1
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 Houseke Guest Room Operating Vanity 1 waste basket with a Yes

eping Product/Arriva Equipment Counter/W powder coated liner in good
l Room C Cubicle condition per bathroom
vanity counter/WC cubicle
(hotel to decide location
based on bathroom design
for guest convenience).
1 Houseke Guest Room Bath Linen, Guest 2 hand towels/room, 2 bath Yes
eping Product/Arriva Collaterals Bathroom towels/room, 2 face
l Room towels/room, 1
bathrobe/room and 2 bath
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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 Houseke Guest Room Operating Guest Alarm clock is optional. If Yes

eping Product/Arriva Equipment Room available to be working and
l Room timings synced with NDTV
or any other Indian News
Channel. Alarm to be
switched off in arrival and
departure rooms.
1 Houseke Guest Room Operating Writing A clean chair in good Yes

eping Product/Arriva Equipment Table condition (with wheels
l Room preferred) is placed at 45
degrees in the writing table
area
1 Houseke Guest Room Operating Writing 1 clean Waste basket with Yes
eping Product/Arriva Equipment Table powder coated liner in good
l Room condition is placed under the
writing desk.
1 Houseke Guest Room Operating Wardrobe 6 Coat Hangers/Room and 4 Yes

eping Product/Arriva Equipment Skirt Hangers/Room is
l Room available. Wooden 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.
1 Houseke Guest Room Operating Guest 1 clean and working digital Yes
eping Product/Arriva Equipment Room Weighing Scale/Room is
l Room optional (hotel to decide
location based on bathroom
design for guest
convenience). If not
available in room, to be
available on request.
1 Houseke Guest Room Guest Supplies Bedside Each guest-room must be Yes
eping Product/Arriva Table set-up with 2 bottles of
l Room minimum 500 ml water with
a compliment bottle tag on
each bottle and replenished
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daily. These are placed next

to 2 water goblets placed
facedown with branded
coaster.
1 Houseke Guest Room Minibar Items Tea Coffee 1 Kettle with Tray and Yes
eping Product/Arriva Making Sachet Holder, 2 White
l Room Area Ceramic Coffee Mugs, 1
Monkey 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 Houseke Guest Room Minibar Items Guest Minibar items include eight Yes
eping Product/Arriva Room coasters, two cocktail
l Room stirrers, two wine glasses,
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 Houseke Guest Room Bed Linen Bed Bed - Sheet - (2/Bed). Yes
eping Product/Arriva White, non-logo, 60S*60S
l Room 300tc, 100% cotton, long
staple cotton, sateen. Hem:
1in (2.5cm) top; 1in (2.5cm)
bottom. Year & Month Tag
Attached On Reverse
1 Houseke Guest Room Bed Linen Bed Pillows - King Bed: 4 Yes
eping Product/Arriva Pillows/Bed presented
l Room upright (Day Service) and
laid flat (Turndown Service).
Guest Request to be
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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.
1 Houseke Guest Room Bed Linen Bed Mattress Protector - 1/Bed. Yes
eping Product/Arriva Specifications (For New
l Room Hotels/New 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 Houseke Guest Room Bed Linen Bed Duvet - King Room: 1 King Yes
eping Product/Arriva size duvet/bed. Twin Room:
l Room 1 Twin size 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.
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1 Houseke Guest Room Bed Linen Bed Bed Skirting - 1/Bed. Yes
eping Product/Arriva Specifications - Upholstered
l Room fabric matching with room
decor. Bed skirting is neatly
arranged and clean.
1 Houseke Guest Room Bed Linen Bed Pillow Slip - 1/Pillow. Yes
eping Product/Arriva 300TC, 100% cotton sateen;
l Room 60s yarn count; plain, 20cm
hidden flap. Year & Month
Tag Attached On Reverse
1 Houseke Guest Room Bed Linen Bed Pillow Protector - 1/Pillow. Yes
eping Product/Arriva 180-TC, 50/50 poly-cotton,
l Room With 15cm hidden flap. Year
& Month Tag Attached On
Reverse
1 Houseke Guest Room Bed Bed Bed is made with clean linen Yes
eping Product/Arriva that is free of stains or tears
l Room
1 Houseke Occupied/ Turndown Guest Bed side light is left Yes

eping Vacant Room Servicing Room illuminated. Master 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 Houseke Occupied Room Guest Master switch is switched Yes

eping Room Servicing Room off while departing the
room. When guest switches
on the master, vestibule light
and vanity counter light
should get switched on.
1 Houseke Vacant Room Turndown Guest Both curtains are closed Yes
eping Servicing Room completely to create a
blackout.
1 Houseke Occupied Turndown Guest Used Amenities, Supplies Yes

eping Room Servicing Room and Stationery are
replenished. Both curtains
are closed completely to
create a blackout.
1 Houseke Occupied/ Turndown Guest Turndown service is Yes

eping Vacant Room Servicing Room provided to all rooms and
completed between 5 p.m. to
9 p.m., unless otherwise
requested
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1 Houseke Occupied Room Guest Laundry with a filled Yes

eping Room Servicing Room laundry list is verified and
collected and handed over to
laundry.
1 Houseke Occupied Turndown Guest Used Amenities, Supplies Yes

replenished. Both curtains
are closed completely to
create a blackout.
1 Houseke Occupied Room Guest Before leaving the room Yes

eping Room Servicing Room Sheer/Lace curtains are
closed completely and
Heavy curtains are closed
half way from both sides.
Both Curtains are hung
neatly.
1 Houseke Occupied Room Guest Used room service soiled Yes

eping Room Servicing Room plates, 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 Houseke Occupied Turndown Guest Laundry with a filled Yes

eping Room Servicing Room laundry list is verified and
collected and handed over to
laundry.
1 Houseke Occupied Turndown Guest Shampoo, conditioner, body Yes

eping Room Servicing Room wash, and lotion should be
replenished (an additional
bottle placed) when it
reaches less than half its
contents. Soap should be
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
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
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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 Houseke Occupied Turndown Guest Associate tidies guest's Yes

eping Room Servicing Room personal toiletries (i.e.
replace lids, neatly arrange
and/or place items on to a
washcloth/linen cloth)
1 Houseke Occupied Turndown Guest Used room service soiled Yes

eping Room Servicing Room plates, cutlery, crockery,
glassware, trays and trolleys
are removed from room but
not left in corridor. Room
service informed to clear
soiled items immediately.
1 Houseke Occupied Turndown Guest Bed is tidied (changed if Yes

eping Room Servicing Room crumpled and untidy), room
is refreshed and operating
equipment is cleaned and all
all hotel amenities tidied and
returned to their original
position.
1 Houseke Occupied Turndown Guest All areas (walls, floor, Yes

eping Room Servicing Room ceiling fixtures, mirrors,
glass surfaces etc) are dry,
1 Houseke Occupied Turndown Guest Associate replaces any used Yes

eping Room Servicing Room towels with clean ones as per
towel change policy.
1 Houseke Occupied Turndown Guest All change or jewellery put Yes

eping Room Servicing Room into the safe with a message
informing guests.
1 Houseke Occupied Turndown Guest Guest's clothes folded/neatly Yes

eping Room Servicing Room arranged where found and
shoes paired, Formals are
hung in the wardrobe with a
note placed on the desk.
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1 Houseke Occupied Turndown Guest If guest is present in the Yes

eping Room Servicing Room room during servicing,
associate offers to return at a
later convenient time.
1 Houseke Occupied Turndown Guest If a do not disturb sign is

eping Room Servicing Room present, a calling card/door
knob card left under/on the
door.
1 Houseke General General All Areas Housekeeping Services are Yes

eping available 24 x7
1 Houseke Occupied Bathroom Guest Shampoo, conditioner, body Yes

eping Room Servicing Room wash, and lotion should be
bottle placed) when it
reaches less than half its
contents. Soap should be
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
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 Houseke Occupied Bathroom Guest Associate replenishes used Yes

eping Room Servicing Room amenities
1 Houseke Occupied Bathroom Guest Associate tidies guest's Yes

eping Room Servicing Room personal toiletries (i.e.
replace lids, neatly arrange
and/or place items on to a
washcloth/linen cloth)
1 Houseke Occupied Bathroom Guest All areas (walls, floor, Yes

ceiling fixtures, mirrors,
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eping Room Servicing Room glass surfaces etc) are dry,

1 Houseke Occupied Bathroom Guest Associate replaces any used Yes

eping Room Servicing Room towels with clean ones as per
towel change policy.
1 Houseke Occupied Room Guest Used Amenities, Supplies Yes

replenished.
1 Houseke Occupied Room Guest All change or jewellery put Yes

eping Room Servicing Room into the safe with a message
informing guests.
1 Houseke Occupied Room Guest Guest's clothes folded/neatly Yes

eping Room Servicing Room arranged where found and
shoes paired, Formals are
hung in the wardrobe with a
note placed on the desk.
1 Houseke Occupied Room Guest Room and operating Yes

eping Room Servicing Room equipment is cleaned
thoroughly and all all hotel
amenities tidied and returned
to their original position.
1 Houseke Occupied Room Guest If guest is present in the Yes

eping Room Servicing Room room during servicing,
associate offers to return at a
later convenient time.
1 Houseke Occupied Room Guest If a do not disturb sign is

eping Room Servicing Room present, a calling card/door
knob card left under/on the
door.
1 Houseke Occupied Room Guest Room servicing is completed Yes

eping Room Servicing Room by 1400 Hrs each day or
within 45 minutes of of
hanging/activating the please
service my room sign/light
1 Houseke General Guest Request All Areas All requests are attending Yes
eping within 15 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
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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,

Resourc Supplies Locker pillows, bedsheets, pillow
es Room 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 All staff must also wear a
Resourc Uniform name badge and brand pin
es (where applicable).
1 INFOR Music Moods Hotel The appropriate Music

MATIO Technology styling equipment must be
N installed to transmit music to
TECHN the hotel via Internet. Music
OLOGY 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. Music to be
arranged from Mood Media.
1 IT Public Area Equipment Lobby, 1 House-phone/Floor and 1

Guest House-phone/Lobby
Corridor (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

Product/Arriva available on channel 1.
l Room Minimum 40 channels (HD
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.
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1 IT Guest Room Equipment, Writing 1 nos. clean 42" LED Flat

Product/Arriva Collaterals Table screen TV per room. 2 nos.
l Room clean minimum 46" 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 1 Phone/Writing Table and 1

Product/Arriva Table, Phone/Bedside Table With
l Room Bedside Faceplates and Transparent
Table Guard. 1 Phone/Bathroom
with instructions.
Telephones are clean,
working and wires not
entangled. Clips are intact
and not loose.
1 IT Swimming Equipment Poolside A Telephone with the hotel

Pool emergency hotline number
visibly posted is available.
1 IT Fitness Center Equipment Fitness Minimum 1 HD LCD TV

Center with remote 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.
1 IT Fitness Center Equipment Fitness 1 Telephone with emergency

Center hotline number prominently
printed on the faceplate is
available.
1 IT Casual Work Small form factor PC with

Space screen, 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

Internet Access connectivity must be
available in all guest rooms.
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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

Stewardi Freezer Temperature Logs
ng 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 -

Stewardi All Food is dated/labelled,
ng when out of original
packaging. Product for same
day usage need not be
dated/labelled
1 Kitchen Kitchen Food Safety Kitchen A self-inspection program

Stewardi related to food safety with
ng guideline of FSSAI is
completed monthly and
record needs to maintained
1 Kitchen Kitchen Food Safety Kitchen Cleanliness-

Stewardi Walls/Doors on regular basis
ng and record to be maintained
with kitchen stewarding
team.
1 Kitchen Kitchen Food Safety All food items are stored

Stewardi appropriately and 15cm off
ng the floor in walk in fridges,
freezers.
1 Kitchen Kitchen FIFO - evident of first in

Stewardi first out is being practice
ng
1 Kitchen Kitchen Food Safety Kitchen Conditions -

Stewardi Walls/Doors
ng
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1 Kitchen Kitchen Food Safety Kitchen Cleanliness - Back

Stewardi dock/receiving area
ng
1 Kitchen Kitchen Food Safety Kitchen Cleanliness - Floor

Stewardi
ng
1 Kitchen Kitchen Food Safety Kitchen Conditions - Floor

Stewardi
ng
1 Kitchen Kitchen Food Safety Kitchen Cleanliness -

Stewardi Ceiling/Lighting/Vents
ng
1 Kitchen Kitchen Food Safety Kitchen Conditions -

Stewardi Ceiling/Lighting/Vents
ng
1 Kitchen Kitchen Food Safety Dishwasher log/cooling

Stewardi log/cooking log are kept on
ng file for 3 month
1 Laundry General General All Areas Available 24x7. Same day

service is available. Laundry
should be returned either in
non-woven, plastic, cloth
bags or baskets.
1 Laundry Guest Laundry Laundry Guest Associate rings the bell

Collection Room 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. 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 Delivered garments are free

Delivery Room of any staples, pins or
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laundry tags.
1 Laundry Guest Laundry Laundry Guest For stains that cannot be

Delivery Room removed from 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 All laundry items are

Delivery Room appropriately 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 A card/door knob card left

Delivery Room under/on the door if room is
on DND during scheduled
time of delivery.
1 Laundry Guest Laundry Laundry Guest All laundry/pressing

Delivery Room delivered within specified
time. For any delay in
delivery time, guest is
informed immediately
1 Laundry Guest Laundry Laundry Guest Guest laundry is collected

Collection Room within 15 minutes of request
1 Laundry Guest Laundry Laundry Guest Associate confirms presence

Collection Room of filled laundry list in the
bag and if not associate
offers to complete it on the
guest's behalf.
1 Sales & Public Area Collaterals Lobby, House-phone faceplate has

Marketi Guest usage instructions is
ng Corridor prominently and
corresponding transparent
guard is available.
1 Sales & Guest Room Collaterals Guest Faceplate has room number,
Marketi Product/Arriva Room hotel logo with name,
ng l Room address, landline number,
fax number and email id,
dialling instructions (room to
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room, local, national,

international, emergency)
printed neatly and is legible
to the naked eye. All Hot
keys are indicated with
images + words.
1 Sales & Guest Room Collaterals Guest All collateral to follow brand
Marketi Product/Arriva Rooms guidelines. Mandatory - 1)
ng l Room Do Not Disturb, Clean 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 Signage Poolside Rules and disclaimer signage

Marketi Pool and hours of operation
ng signage is clearly displayed.
1 Sales & Swimming Collaterals Poolside "No Diving" notices around

Marketi Pool the pool edge at each depth
ng marker are clearly visible.
1 Sales & Collaterals Collaterals Hotel - All All visual elements,

Marketi Areas advertisements and collateral
ng materials must conform to
the Brand Standards.
1 Sales & Fitness Center Signage Fitness To be open minimum from

Marketi Center 06:00 – 23:00. Opening and
ng closing hours must be
clearly displayed on the
signage.
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1 Security Valet/Doorman Arrival Main Parking assistance (where

Porch available) is offered to
guests who arrive self-driven
following standards.
1 Security Valet/Doorman Arrival Main Valet/Doorman open the

Porch vehicle door 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 Driveway is easily

& Main accessible with either
Porch parking or a valet facility
available.
1 Security Guest Room Signage Main Door Evacuation Map fixed on the
Product/Arriva rear of entry door (either a
l Room plaque or inserted in a
frame).
1 Security Fitness Center Guest Supplies Fitness Minimum 1 first aid kit is
Center available.
1 Security General Safety And Hotel must have an up to

Security date Emergency Escape Plan
on site, with a copy located
in the GM Office
1 Security General Safety And Hotels must have latest

Security version(digital and physical)
of the Crisis Management
Guide with roles of members
duly appointed
1 Security Corridor Keep all fire exits clearly

marked and unobstructed.
1 Security Facilities In house parking is optional.

If in house parking is
available, All parking areas
mus be well lit If the hotel
charges for parking, the
daily rate must be clearly
indicated
1 Training Certifications Policies & Hotels with less than 100

and Trainings Programs rooms must have at least one
certified Yes I Can! trainer
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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 Trainings Programs and maintain ongoing
training program.
Nile Brand Standards

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LE

LK STASTANDARD UPDA REASON

1 All Associate Associate All Areas Employee recognizes and

1 All Finance Billing All Areas Signatures are taken by guest

1 All Guest Services Guest Services All Areas Guest

1 All Associate Associate All Areas No other task to be

1 All Associate Associate All Areas Associates introduce

1 All Associate Grooming All Areas Employees are well groomed

1 All General Guest Room Guest Associate rings the bell

reconfirm closure while

1 All Guest Services Telephone All Areas Telephone is answered

1 All Associate Associate All Areas Employee’s speech is clear

1 All Associate Associate All Areas Guest asking for directions

1 All Associate Associate All Areas Employees respect guest

1 All Associate Associate All Areas Employees offer a warm and

1 All Associate Associate All Areas Hand-held phones are kept

1 All Associate Associate All Areas Employee make eye contact

1 All Associate Associate All Areas Employees use the guest's

1 All Associate Associate All Areas Employees smile and display

1 Club Swimming Equipment Poolside Shepherd's Crook, Life

1 Club Fitness Center Linen Fitness A towel shelf with clean

1 Club Fitness Center Guest Supplies Fitness Drinking water is kept in or

1 Club Fitness Center Guest Supplies Fitness Disinfectant wipes or spray,

1 Club Fitness Center Signage Fitness 2 Disclaimers must be

1 Club Fitness Center Signage Exercise Operational procedures and

1 Enginee Public Area Condition Employee Flooring, Walls, Ceiling, Yes

and condition. Comfortable

1 Enginee Public Area Condition Guest Flooring, Walls, Ceiling, Yes

1 Enginee Public Area Condition Elevators - Floors, Ceiling and Walls,

1 Enginee Guest Room Equipment Guest 1 health faucet in WC Yes

1 Enginee Guest Room Signage Main Door Room number is Yes

1 Enginee Guest Room Equipment Minibar 1 40-litre minibar with Yes

1 Enginee Guest Room Condition Guest Hot water temperature is as Yes

1 Enginee Guest Room Equipment Guest A clean and working Yes

1 Enginee Guest Room Equipment, Wardrobe 1 Safe/room is available. Yes

1 Enginee Occupied/ Turndown Guest Maintenances such as fused Yes

1 Enginee Occupied Room Guest Maintenances such as fused Yes

1 Enginee Swimming Signage Poolside Pool depths are clearly

1 Enginee Facilities Policies & All interior signage must

1 Enginee Facilities Policies & All exterior signage must

1 Enginee Exterior Exterior Decals must be branded. Yes

1 F&B Restaurant 1. The area is designated as

1 F&B Brand Standard All guests will receive table

1 F&B Brand Standard The newspaper selection in

1 F&B Brand Standard Coffee and tea will be served

1 F&B Restaurant Restaurant Restaurant reservations will

1 F&B Mini Bar Guest Refrigerators will have some

1 F&B Entertainment IRD / Anytime a DVD is requested

F&B Menu Menu Lobby Menus of all Nile

1 F&B Soft Skills Restaurant Staff will go about their

1 F&B Breakfast Beverage Restaurant Beverage menus will feature

1 F&B Breakfast Beverage Restaurant Coffee will be served in a

1 F&B IRD Package Meal The menu will feature a

1 F&B Guest Service Restaurant Guests can easily and

1 F&B Entertain Restaurant Music, decor, service ware

1 F&B Menu Menu Restaurant All service staff will be able

1 F&B Guest All Guest Service times will be

1 F&B Packed Food Specification IRD In-Room Dining menus will

1 F&B Service Restaurant A child‟s dining experience

1 F&B Amuse Bouche IRD The In-Room Dining menus

1 F&B Restaurant Time Restaurant A selection of breakfast

1 F&B IRD VIP Animates Guest Dinner presentations will

1 F&B IRD Guest Trays, trolleys and chairs