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ASIA PACIFIC CONTINENT | Manager on Duty Hotel Operations Checklist 2017

  • Name of MOD

  • Name of Hotel

  • Date

  • Shift start & End time

Start of shift

  • Visit & inspect the tidiness of PBX office and collect the pager & Ipad for the MOD duty

  • Comments

  • Visit every operations department to reconfirm you are the morining or afternoon MOD

  • Comments

Front Office/Housekeeping

  • Conduct shift handover with prior shift MOD

  • Comments

  • Review MOD report /AMG log book and ensure all service recovery issues have been actioned and followed up , meet the guests if required. (Refer to Google Drive )

  • Comments

  • Attend daily pre-arrival meeting (morning 0700 hours & afternoon 1400 hours)

  • Comments

  • Ask front desk on the daily SPG enrollment goal for the day and check in performance throughout the day

  • Comments

  • Ensure today's Occupancy/ADR/VIP arrival/Events information are updated on the board in back office- Refer to Google Drive.

  • Comments

  • Review VIPs arrival & Departure from google drive and check with front desk if all mobile check in / check out guests are fine - room is ready / key is prepared before arrival

  • Comments

  • Check discrepancy rooms before 9am (AM shift). Please refer to file

  • Comments

  • Check due out rooms between noon to 1pm (PM shift). Please refer to "Check out report today"

  • Comments

  • Rooms assigned for Elite/Mobile Check-Ins/other VIPs are VCI rooms or prioritized for cleaning prior to guests' arrival time.

  • Comments

  • Keys and registration cards for Mobile Check-In are prepared and ready.

  • Comments

  • Empty suites are allocated for upsell (priority) and balanced inventory given to platinum guest upgrade (No Suites Go Empty).

  • Comments

  • Coordinate with In-Room Dining (IRD) to ensure Elite/VIP amenities are set-up in room prior to arrival.

  • Comments

  • Randomly select 1 Elite/Mobile Check-In/VIPs rooms to inspect.

  • Comments

  • Randomly select another 1 VCI rooms to inspect. ( VCI = Vacant inspected room)

  • Comments

  • Randomly inspect 2 guest floors / pantry / fire exit for tidiness, cleanliness, defects and inform IRD if tray is seen & report defects to Engineering immediately

  • Comments

  • Inspect public area washrooms for cleanliness (odor free) and functionality. Report defects to Engineering immediately.

  • Comments

Lobby

  • Lobby music, lighting, scent and internet are in excellent working order.

  • Comments

  • Lobby furniture and fixtures are clean, organized and in good condition.

  • Comments

  • Inspect Public Areas & check internet speed (NET 60/Net Lift) - Open "Speedtest" App in iPad. Speed should over 5Mbps.

  • Comments

  • Meet and greet at least one Elite Platinum or Gold member arrivals along with front desk key manager.

  • Comments

  • Observe at least one check-in or check-out service based on BSA (check in /out standard in Google drive).

  • Comments

  • Engage the guest and manage queues during heavy check-in/out periods (peak time 1000-1200 & 1300-1600 hours)

  • Comments

  • Inspect luggage room and make sure guest luggage secured.(luggage are not left outside the store / corridor)

  • Comments

Lobby and Bar

  • Conduct walk through during Breakfast and Happy Hour at Tonson from 1800-1900 hours & engage Elite members and guests.

  • Comments

  • Check Similan Lounge,lighting,Aircon, library ,scent, desk top computer, internet are in excellent working order.

  • Comments

  • Ensure associates are engaging with Elite members and guests at Tonson Bar during the happy hours 1800-1900 hours

  • Comments

Fitness Center/Gym/Pool Area/Beach

  • Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use.

  • Comments

  • Music, lighting, scent and internet are in excellent working order.

  • Comments

  • Sound system and TV are working in gym.

  • Comments

  • Inspect game room - light is on / curtain is opened / tidy and clean

  • Comments

  • Locker / Steam / Sauna / Shower room are clean and get ready.

  • Comments

  • Pool area is clean and towels are neatly displayed on all pool deck chairs.

  • Comments

  • Check activities are operating as scheduled

  • Comments

  • Associates in attendance at activity areas indicated as open (during advertised opening hours)

  • Comments

  • lifeguards visible and alert at the Lagoon/Mali pool/ Beach

  • Comments

Meeting Rooms

  • Digital signage is updated with accurate information based on Daily Events Sheet in Google drive

  • Comments

  • Music, lighting, scent and internet are in excellent working order. Meeting foyer area is clean.

  • Comments

  • Report any meeting room doors that are not locked.

  • Comments

  • Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly.

  • Comments

Restaurant/Outlets

  • Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order.

  • Comments

  • Check if there are any Elite members dining in the outlets. Ensure the Members Dine More discount benefit is accorded.

  • Comments

Back of House (BOH)

  • Hallways are clean and free from debris.

  • Comments

  • Light fixtures are working properly. Report any defects to Engineering.

  • Comments

  • Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas.

  • Comments

  • Greet associates at the Laundry room. Ensure the temperature is appropriate for the working environment.

  • Comments

  • Loading dock is clean and cleared of all deliveries.

  • Comments

  • Check with with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD.

  • Comments

  • Associate cafeteria and uniform room are operating in accordance to service hours.

  • Comments

  • Ensure service lifts and lift tracks are spectacularly clean and free from debris.

  • Comments

Security

  • Security guards visible and alert at the front Gate/Gate 13 and in the lobby or upper lobby

  • Comments

  • Any unaccompanied baggage visible in any part of the hotel

  • Comments

  • Anyone in back of house areas without a contractor or visitor pass

  • Comments

  • Roof access is locked

  • Comments

  • Storerooms and offices are locked if no associates in attendance

  • Comments

  • Evening or night inspection of all risk rooms- laundry/kitchens/engineer area/le patong

  • Comments

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