CY Mahabaleshwar - MOD Report

• Conducted on

  Date

• Prepared by

Start of shifts

• 1. Notify AYS to inform team you are the MOD & Post on Leaders Group of Hotel.

  Yes

  No

  N/A

Front Office / Housekeeping

• Review MOD report and action on all service recovery issues. Meet the guest in person to ensure closure.

  Yes

  No

  N/A

• Ask Front Desk on the Enrolment goals for the day and check in on the performance throughout the day.

  Yes

  No

  N/A

• Ask for any pending Arrival for the day and get details of VIP arrivals for the following day and get all requests are shared with all departments

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Ask Front Desk to print arrival report for today (Elite/Mobile Check-In/other VIP arrivals).

  Yes

  No

  N/A

• Rooms assigned for Elite/Mobile Check-Ins/other VIPs are VCI rooms or prioritized for the next day

  Yes

  No

  N/A

• Check if In-Room Dining (IRD) has received teh orders to ensure Elite/VIP amenities are set-up in room prior to arrival.

  Yes

  No

  N/A

• Ramdomly inspect 1-2 guest floors for cleanliness, defects and clear IRD trays. Report defects to Engineering immediately.

  Yes

  No

  N/A

• Inspect 1-2 Back of House stairways for cleanliness and defects.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Guest Room Check (Mandatary 2 rooms check) - Apart from room assigned to MOD to stay. This is to be taken from Opera from random vacant rooms and not asked from Front office. All room to be inspected by 1800 every day

• Room #1

• Entrance Zone<br>* FHC in good condition and checked by Security/Engineering monthly Guest Room Corridor in good condition<br>* Main door (Dusty / footmarks or kick-marks / damaged) <br>* Security chain / double lock (Dusty / dirt found / fingerprints / not working)<br>* DND is well functioning

  Yes

  No

  N/A

• Wardrobe<br>* Overall presentation is good.<br>* Hangers (quantity & materials) <br>* Safe box functioning<br>

  Yes

  No

  N/A

• Mini Bar<br>* Glassware/Chinaware/silverware (Water marks / fingerprints / uncleaned / chipped / rusty)<br>* Fridge/Contents (Product label not front-facing / not organized / fridge not working)<br>* Electronic kettle set (Uncleaned / wet / smelly)

  Yes

  No

  N/A

• Bathroom<br>* Towels (Quantities/Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking) <br>* Bath mat (Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking) <br>* Bath robe (Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking) <br>* Basin (Stained / uncleaned / mould on the grout / damaged / hair) <br>* Floor( Uncleaned / hair / found trash / dusty corners) <br>* Toilet unit/toilet flusher( Uncleaned / damaged / yellowish water marks / cannot flush) <br>* Toliet cover/seat (Uncleaned / stained / wet / damaged )<br>* Shower wall(Uncleaned / mould / soap remains / water marks)<br>* Shower drainage (Uncleaned / mould / soap remains / water marks / hair)<br>* Sprinkler( Water marks / soap remains / damaged / rusty )

  Yes

  No

  N/A

• Bedroom<br>* TV is good condition (IV remote control - Dusty / dirty / faulty / fingerprints / cannot turn on)<br>* Writing desk overall ( Uncleaned / chipped corners / cluttered / fingerprints / dis-organized) <br>* Trash Bin(Uncleaned / damaged / found trash)<br>* Sheer curtain / drapery( Stained / torn / hooks missing / difficult to draw / items found behind) <br>* Window (Fingerprints / water marks / dusty)<br>* Sofa(Stained / trash found under-seat cushion / torn upholstery)<br>* Night stand overall (Dis-organized / cluttered / dirty)<br>* Master panel （Fingerprints / dusty / faulty)<br>*Alarm clock (Uncleaned / faulty / display time is incorrect all clocks are set to 24 hrs format)<br>*Night stand underneath / bed underneath （Uncleaned / trash found）<br>* Bedsheet, pillows, duvet covers(quantities, stained / wrinkle / torn / hair / not crisp-looking) <br>* CTC Protocol in practice - Personal Gloves, Sanitizers in place, CTC promise in place, Digital GSD, IRD Menu<br>* All Printed Collateral Fresh Crisp and not folded at corners

  Yes

  No

  N/A

• General condition of Room<br>* Carpet (Stained / hair / trash found / shows dirt on the cloth when wiped) <br>* Lighting ( Fused / visible dust on spot light cover )<br>* Smell ( smoking smell/ moldy smell/not fresh air)

  Yes

  No

  N/A

Guest Room Check (Mandatary 2 rooms check) - Apart from room assigned to MOD to stay. This is to be taken from Opera from random vacant rooms and not asked from Front office. All room to be inspected by 1800 every day

• Room #2

• Entrance Zone<br>* FHC in good condition and checked by Security/Engineering monthly Guest Room Corridor in good condition<br>* Main door (Dusty / footmarks or kick-marks / damaged) <br>* Security chain / double lock (Dusty / dirt found / fingerprints / not working)<br>* DND is well functioning

  Yes

  No

  N/A

• Wardrobe<br>* Overall presentation is good.<br>* Hangers (quantity & materials) <br>* Safe box functioning<br>

  Yes

  No

  N/A

• Mini Bar<br>* Glassware/Chinaware/silverware (Water marks / fingerprints / uncleaned / chipped / rusty)<br>* Fridge/Contents (Product label not front-facing / not organized / fridge not working)<br>* Electronic kettle set (Uncleaned / wet / smelly)

  Yes

  No

  N/A

• Bathroom<br>* Towels (Quantities/Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking) <br>* Bath mat (Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking) <br>* Bath robe (Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking) <br>* Basin (Stained / uncleaned / mould on the grout / damaged / hair) <br>* Floor( Uncleaned / hair / found trash / dusty corners) <br>* Toilet unit/toilet flusher( Uncleaned / damaged / yellowish water marks / cannot flush) <br>* Toliet cover/seat (Uncleaned / stained / wet / damaged )<br>* Shower wall(Uncleaned / mould / soap remains / water marks)<br>* Shower drainage (Uncleaned / mould / soap remains / water marks / hair)<br>* Sprinkler( Water marks / soap remains / damaged / rusty )

  Yes

  No

  N/A

• Bedroom<br>* TV is good condition (IV remote control - Dusty / dirty / faulty / fingerprints / cannot turn on)<br>* Writing desk overall ( Uncleaned / chipped corners / cluttered / fingerprints / dis-organized) <br>* Trash Bin(Uncleaned / damaged / found trash)<br>* Sheer curtain / drapery( Stained / torn / hooks missing / difficult to draw / items found behind) <br>* Window (Fingerprints / water marks / dusty)<br>* Sofa(Stained / trash found under-seat cushion / torn upholstery)<br>* Night stand overall (Dis-organized / cluttered / dirty)<br>* Master panel （Fingerprints / dusty / faulty)<br>*Alarm clock (Uncleaned / faulty / display time is incorrect all clocks are set to 24 hrs format)<br>*Night stand underneath / bed underneath （Uncleaned / trash found）<br>* Bedsheet, pillows, duvet covers(quantities, stained / wrinkle / torn / hair / not crisp-looking) <br>* CTC Protocol in practice - Personal Gloves, Sanitizers in place, CTC promise in place, Digital GSD, IRD Menu<br>* All Printed Collateral Fresh Crisp and not folded at corners

  Yes

  No

  N/A

• General condition of Room<br>* Carpet (Stained / hair / trash found / shows dirt on the cloth when wiped) <br>* Lighting ( Fused / visible dust on spot light cover )<br>* Smell ( smoking smell/ moldy smell/not fresh air)

  Yes

  No

  N/A

Upkeep of Public Areas

• * Hotel Entrance area well kept<br>* Walkways are in good condition i.e. no holes or damaged gutter<br>* Carpark kept tidy and no garbage visible <br>* Road surface or curves has no damages and look in good order<br>* The two Boom Barriers in good condition and checked by Security/Engineering monthly<br>* Garden kept well and do not cause issue for parking<br>* Landscaping are not blocking view from guest rooms<br>* Hotel directional signage visible and good condition<br>* Garden well kept around pool area, banquets<br>* <br>

  Yes

  No

  N/A

Lobby

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Meet and greet all Elite member arrivals for the day.

  Yes

  No

  N/A

• Conduct check-in service audit based on BSA.<br>* BonVoy membership is recognized and benefits area delivered/enrollment offered to non members.<br>* Departure date & room type confirmed<br>* Departure time asked<br>*ID/Passport scanned<br>* Collect method of payment/confirm rate (written room number on the kay packet instead of say it loud)<br>* Notify guest the receipt will be emailed where available<br>* Key provided in proper key packet<br>

  Yes

  No

  N/A

• Conduct at least one check-out service audit based on BSA.<br>* Inquired about stay and take responsibility for any additional request or issues <br>* Verify charges & payment before issuing final invoice<br>* Confirm UNICEF donation<br>* Thank for staying & invitation to return<br>* Offer to assistant with transition to what is next.

  Yes

  No

  N/A

• Engage the guest and manage queries, requests and concerns while at the Lobby.

  Yes

  No

  N/A

• Inspect luggage room and make sure guest luggage secured and neatly organized

  Yes

  No

  N/A

Fitness Center & Pool Area

• Fitness Center facilities is equipped with complimentary amenities: <br>*Hand Towels<br>*Bottled water cooler stocked with bottled water or a bottle less water cooler with cup dispenser and cups.<br>* Disinfected wipes.<br>*Two(2) magazine selections.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Sound system and TV are working in gym.

  Yes

  No

  N/A

• Pool side Locker room is clean and guest ready. CTC Protocol in practice - Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Pool Attendant on duty during operation hours.

  Yes

  No

  N/A

• Water in the pool & Jacuzzi is clean and functioning.

  Yes

  No

  N/A

• CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Light food and beverage dining options area available either via In-Room Dining Menu or Quater Deck menu 8 am to 6 pm.

  Yes

  No

  N/A

Meeting Room/Banquet Area

• Life saving equipment clean and well functioning with good presentation. Hook, Life Vest and Life Ring with Rope

  Yes

  No

  N/A

• Digital signage is updated in Lobby with accurate information based on Events Sheet.

  Yes

  No

  N/A

• Temperature is cool and fresh in ball room

  Yes

  No

  N/A

• Music, lighting, scent and internet are in excellent working order. Lawns when not in use have a selection of recreational equipment in place and is neatly stacked and placed.

  Yes

  No

  N/A

• Report any meeting room doors that are not locked.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Storerooms and pantry are closed, all equipment stored neatly and without cluter<br>

  Yes

  No

  N/A

Restaurant & Outlets

• Check on all resident guests in the venue, meet . Ensure the Members Dine More discount benefit is accorded.

  Yes

  No

  N/A

• Ensure service is prompt at all Quarter Deck & The Berry Library . Music, lighting, no Food order and internet are in excellent working order.

  Yes

  No

  N/A

• Are all opened food / beverage labeled in the fridge

  Yes

  No

  N/A

• For ADD, Check the quality of buffet clean and tidy, all food are well displayed with label and CTC protocols in place.

  Yes

  No

  N/A

• CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Check inventories follows the " First in ,first out" rule, ensure not selling food or beverage with expired dates.

  Yes

  No

  N/A

• At lease one venue about food temperature record check<br>*ask the associate to show how the temperature being taken<br>*is it align with the record?<br>*Any explanation if temperature variance

  Yes

  No

  N/A

Heart of House (HOH) - Terrace to Time Office

• Hallways are clean and free from debris. Hotel / Marriott Branding in a neat and appropriate manner

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas. CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Greet associates at the Time office & Uniform room. Ensure that their have a appropriate working environment. CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Loading deck is clean and cleared of all deliveries. CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Check in with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD at real time. MOD in turn to brief Property Leader .

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Associate cafeteria and uniform room are operating in accordance to service hours. CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• All electrical equipment in good working condition and energy saving setting? (Once in the night & Once in the Morning )

  Yes

  No

  N/A

• All offices locked after operation and keys with LP?

  Yes

  No

  N/A

• B4 exit to garbage room is locked outside, Garbage room is tidy and free from foul odor

  Yes

  No

  N/A

• Pantry check<br>1. All foods/beverage not directly on the floor <br>2. No bad/strange odor in the space<br>3. No debris or rubbish in the pantry, and is maintained in a clean/tidy manner.<br>4. All linen place in a closed cabinet<br>5. Cup washing in glass washer and fresh stored in a disinfection / separate cabinet<br>6. The laundry channel need to be locked properly <br>7. All lights running normally.

  Yes

  No

  N/A

• Trolley Check <br>1. No maintenance defects for the trolley.<br>2. All cleaning tools and chemicals put in the right order with labeling and well organized and not in water bottles<br>3. No heavy dirt / stains on the cleaning tools

  Yes

  No

  N/A

ADD Breakfast

• Conduct walk through during Breakfast and engage Elite members and guests.

  Yes

  No

  N/A

• CTC Protocol in practice - Associates wearing Masks, Gloves, Sanitizers in place, social distancing signages in place

  Yes

  No

  N/A

• Ensure associates are engaging Elite members and guests.

  Yes

  No

  N/A

• During Breakfast ensure that local delicacies are passed arounds and Kids are engaged as per the resort Kids program guide.

  Yes

  No

  N/A