Information
-
Conducted on
-
Prepared by
Untitled Page
Guest Interaction
-
1. Greet & Welcome guest upon arrival.
Guest #
-
Time
-
Guest Name
-
Room Number
-
Period of Stay
-
Guest Visit
-
Number of Visits
-
Marriott Bonvoy
- Member
- Silver Elite
- Gold Elite
- Platinum Elite
- Titanium Elite
- Ambassador Elite
- Not member
-
Comments
-
Photo attached (if any)
-
2. Meet at least 3 guests and have quality interaction.
-
Guest #1
-
Comments
-
Guest Name
-
Guest
-
Comments
-
Photo attached (if any)
-
Guest #2
-
Guest name
-
Guest
-
Comment
-
Photo attached (if any)
-
Guest #3
-
Guest name
-
Guest
-
Comment
-
Photo attached (if any)
Public Area Inspection
Hotel Exterior
Hotel Main Entrance
-
Porte Cochere/Front Entrance
-
Enter Details
-
Picture/Video (if any)
-
Driveways/Pavement
-
Enter Details
-
Picture/Video (if any)
-
Hotel Signage
-
Enter Details
-
Picture/Video (if any)
-
Digital Signage
-
Enter Details
-
Picture/Video (if any)
-
Water pond, hotel flag, planting
-
Enter Details
-
Picture/Video (if any)
-
Security Guard presenting and well groom
-
Driveway Soi 19 side trough the receiving area
Associates Entrance
-
Security Check point - staff present and alertness <br>
-
Receiving area - office locked, light & a/c turn off, overall receiving area are clean, tidy and in good condition.
-
Signage, board, information in front of elevator. In good condition and information updated.
Hotel Interior
Lower Lobby - look for condition floor, ceiling, planting, staff well presented, well groom, lighting and air con.
-
Bell desk / Bell associates
-
Enter Details
-
Picture/Video (if any)
-
Concierge
-
Enter Details
-
Picture/Video (if any)
-
Furniture/Fixtures
-
Enter Details
-
Picture/Video (if any)
-
Digital signage - information updated
-
Enter Details
-
Picture/Video (if any)
-
Lobby Pond
-
Enter Details
-
Picture/Video (if any)
-
Lighting/Background Music/White Tea scent
-
Enter Details
-
Picture/Video (if any)
Lobby Floor
-
Reception/Guest Activities
-
Tour Desk & Spa Desk
-
Furniture/Fixtures
-
Lighting/Background Music/ White Tea Scent
-
Haven wall garden - planting condition
-
Restroom
-
Elevator No. 1- 4
-
Seasonal Tastes
-
Zest Bar
Grand Ballroom
-
Condition
-
Is there any event?
Floor 8
-
Business Center & Conference Room 1- 2
-
Kisso
-
Swimming Pool & Bar
-
Westin Workout & Locker Room
-
Vareena Spa
-
Lighting and Background Music
-
Furniture/Fixture
-
Foyer area
-
Public Restroom Floor 8
Botan Room
-
Condition
-
Is there any event?
Board Room 1- 2
-
Condition
-
Is there any event?
State Room 1 - 3
-
Condition
-
Is there any event?
Altitude
-
Condition
-
Is there any event?
Back of the House 6 - 8 Floor
-
Laundry
-
Housekeeping Office
-
Flower Room
-
Associates Locker Male/Female
-
Kitchen Area
-
Car Park 5 - 6
-
Engineering - Carpenter room
Basement
-
Engineering Office
-
Associates relaxing room
Safety/ Emergency System
-
Emergency Equipment (Emergency House Phone)
Experiencing Hotel Restaurants and Associates Canteen ( 1time/outlet)
Seasonal Tastes - look for condition, level of business, associates alertness and presence.
-
Please select for inspection
-
Condition / Cleanliness
-
Enter Details
-
Picture/Video (if any)
Kisso - look for condition, level of business, associates alertness and presence.
-
Please select for inspection
-
Condition / Cleanliness
-
Enter Details
-
Picture/Video (if any)
In Room Dinning - look for condition, level of business, associates alertness and presence.
-
Please select for inspection
-
Condition / Cleanliness
-
Enter Details
-
Picture/Video (if any)
Westin Club - look for condition, level of business, associates alertness and presence.
-
Please select for inspection
-
Condition / Cleanliness
-
Enter Details
-
Picture/Video (if any)
Associate Canteen - look for condition, quality of food and cleanliness.
-
Please select for inspection
-
Condition / Cleanliness
-
Enter Details
-
Picture/Video (if any)
-
Quality of food
-
Enter Details
-
Picture/Video (if any)
Guest room Inspection
Inspect at least 3 guest rooms
-
Room #1
-
Room Number
-
The following areas need to be inspected:
-
4 Deadly Sins
-
Garbage in the Room
-
Hair in the Bed
-
Mold on the Tiles
-
Hair in the Bathroom
-
Minibar Items (check on condition and expiry date)
-
Alarm clock - Time set accurately within 5 minutes
-
Cloth Hanger meet standards <br>- 6 Open hooks<br>- 4 with clips
-
TV (check all channels including hotel promotion channel)
-
Telephone
-
Safe
-
AC
-
Lighting
-
USB/ Power sockets are working properly and in good condition
-
Other Comments (if any)
-
Room #2
-
Room Number
-
The following areas need to be inspected:
-
4 Deadly Sins
-
Garbage in the Room
-
Hair in the Bed
-
Mold on the Tiles
-
Hair in the Bathroom
-
Minibar Items (check on condition and expiry date)
-
Alarm clock - Time set accurately within 5 minutes
-
Cloth Hanger meet standards <br>- 6 Open hooks<br>- 4 with clips
-
TV (check all channels including hotel promotion channel)
-
Telephone
-
Safe
-
AC
-
Lighting
-
USB/ Power sockets are working properly and in good condition
-
Other Comments (if any)
-
Room #3
-
Room Number
-
Inspect all following areas:
-
4 Deadly Sins
-
Garbage in the Room
-
Hair in the Bed
-
Mold on the Tiles
-
Hair in the Bathroom
-
Minibar Items (check on condition and expiry date)
-
Alarm clock - Time set accurately within 5 minutes
-
Cloth Hanger meet standards <br>- 6 Open hooks<br>- 4 with clips
-
TV (check all channels including hotel promotion channel)
-
Telephone
-
Safe
-
AC
-
Lighting
-
USB/ Power sockets are working properly and in good condition
-
Other Comments (if any)
Service Express / In - Room Dining
Service Express Telephone Etiquette
-
Warm welcome / greeting provided
-
Guest name used during conversation when known
-
Provide department name
-
Provide associate name
-
Further assistance offered to the guest
-
Warm and sincere closing offered to the guest
Service Express/In-room dining taking order
-
Associate must answer the phone per brand standards - Upon answering the phone the associate must greet the guest saying: "Service Express"
-
Guest name used during conversation
-
Provide department and associate name
-
Take the order, upsell beverages or desserts
-
Repeat the order and room number
-
Promise time ( Serve within 30 minutes )<br>
-
Warm closing word provide ( Please enjoy your meal )<br>
In - Room Dining Delivery Standard Check List
-
Room delivery announcement meets standard - Ring the bell and say ‘’ Service express please ‘’ wait for 10 second for respond not over 3 times until open the door
-
Warm welcome/greeting provided <br>- Greeting with call guest by name and introduce her/his name and say May I come in please ?<br>- Well-groomed and professional, wearing a uniform<br>- Good posture, smile, eye contact, and attentive listening maintained throughout the Interaction <br><br>
-
Enter the room carefully and place the trolley in the location that specified by guest<br>
-
Guest name used during the experience, when known
-
Once trolley or tray is in place present all items to the guest
-
Offer to pour beverage (If have beverage order )
-
Inform guest to touch Service express for trolley clear
-
Further assistance offered to the guest - Before leaving the room asking guest "Anything else I can do for you ?"<br>
-
Warm and sincere closing offered and appreciation demonstrated - Thank you guest and wish the guest to enjoy the meal
-
The overall experience met guest expectations and was free of negative detractors
-
Picture/Video of item which had been ordered
Associate Knowledge - Westin Brand Program and Telephone Etiquette (randomly check)
Westin Brand Program (select only 3 questions to ask associates)
-
What is Heavenly Bed? (randomly ask associate)
-
Answer: Our Westin signature superior bed that creates special sleep experience for our guests.
-
Associate name:
-
Department:
-
Comment (If any):
-
What is Eat Well ? (randomly ask associate)
-
Answer: Feeling good starts with eating well and getting nourishment that is right for you with food offerings to suit your dietary needs and preferences. We actively seek out suppliers we trust, to source ethical, sustainable and organic produce wherever possible.
-
Associate name:
-
Department:
-
Comment (If any):
-
What is WestinWORKOUT? (randomly ask associate)
-
Answer : Our 24/7 (opens 24 hours per day and 7 days per week) Fitness Studio with modern equipment and amenities for our guests.
-
Associate name:
-
Department:
-
Comment (If any):
-
What is RunWESTIN? (randomly ask associate)
-
Answer: We offer Running Maps of 3- to 5-miles and a group running program for our guests to run with our Run Concierge team.
-
Associate name:
-
Department:
-
Comment (If any):
-
What is Sensory Welcome? (randomly ask associate)
-
Answer: Vertical gardens and refreshing White Tea scent at our lobby area.
-
Associate name:
-
Department:
-
Comment (If any):
Telephone Answering Standards
-
External: "Sawasdee Ka/Krub"(Good morning/Afternoon/Evening, for foreigner or Oversea call.)<br>" Thank you for calling The Westin Grande sukhumvit, Where may I direct your call?"
-
Internal call:<br>"Sawasdee Ka/Krub, guest name" <br>" Thank you for calling (department name)"<br>" Associate name, speaking"<br>" How may I assist you?"<br>
-
Associate name:
-
Department:
-
Comment (If any):
Other Incidents
-
Is there any incidents during your MOD shift?
Incident
-
Incident Time
-
Incident Type
-
Incident Details
-
Incident Status
-
Other comments
-
Picture/Video (if any)
Summary
-
Other overall MOD comments (If any)
-
Add media
-
Sign Off
