APAC OPERATION CHECKLIST

ASIA PACIFIC CONTINENT | Manager on Duty Hotel Operations Checklist 2017

• Name of MOD

• Name of Hotel

• Date

  Date

• Shift start & End time

Start of shift

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

  Completed

• Comments

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

  Completed

• Comments

Front Office/Housekeeping

• Conduct shift handover with prior shift MOD

  Completed

• 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 )

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• 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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• 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

  Select Chaba Ground (Monday - Morning) Mali 3 & 4 floor (Monday - Afternoon) Chaba 1 & 2 floor (Tuesday - Morning) Mali 3 & 4 floor (Tuesday - Afternoon) Chaba 3 & 4 floor (Wednesday - Morning) Mali 5 & 6 floor (Wednesday - Afternoon) Chaba 5 & 6 floor (Thursday - Morning) Mali 1 & 2 floor(Thursday - Afternoon) Chaba Ground (Friday - Morning) Mali 3 & 4 floor (Friday - Afternoon) Chaba 1 & 2 floor (Saturday - Morning) Mali 5 & 6 floor (Saturday - Afternoon) Chaba 3 & 4 floor (Sunday - Morning) Mali 1 & 2 floor (Sunday - Afternoon)

  • Chaba Ground (Monday - Morning)
  • Mali 3 & 4 floor (Monday - Afternoon)
  • Chaba 1 & 2 floor (Tuesday - Morning)
  • Mali 3 & 4 floor (Tuesday - Afternoon)
  • Chaba 3 & 4 floor (Wednesday - Morning)
  • Mali 5 & 6 floor (Wednesday - Afternoon)
  • Chaba 5 & 6 floor (Thursday - Morning)
  • Mali 1 & 2 floor(Thursday - Afternoon)
  • Chaba Ground (Friday - Morning)
  • Mali 3 & 4 floor (Friday - Afternoon)
  • Chaba 1 & 2 floor (Saturday - Morning)
  • Mali 5 & 6 floor (Saturday - Afternoon)
  • Chaba 3 & 4 floor (Sunday - Morning)
  • Mali 1 & 2 floor (Sunday - Afternoon)

• Completed

• Comments

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

  Completed

• Comments

Lobby

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

Lobby and Bar

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

Fitness Center/Gym/Pool Area/Beach

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

  Completed

• Comments

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

  Completed

• Comments

• Sound system and TV are working in gym.

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

• Check activities are operating as scheduled

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

Meeting Rooms

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

  Completed

• Comments

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

  Completed

• Comments

• Report any meeting room doors that are not locked.

  Completed

• Comments

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

  Completed

• Comments

Restaurant/Outlets

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

  Completed

• Comments

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

  Completed

• Comments

Back of House (BOH)

• Hallways are clean and free from debris.

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

• Loading dock is clean and cleared of all deliveries.

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

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

  Completed

• Comments

Security

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

  Completed

• Comments

• Any unaccompanied baggage visible in any part of the hotel

  Completed

• Comments

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

  Completed

• Comments

• Roof access is locked

  Completed

• Comments

• Storerooms and offices are locked if no associates in attendance

  Completed

• Comments

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

  Completed

• Comments