Duty Manager Audit Report

Pine Cliffs Resort

• Pine Cliffs Resort

  

• Conducted on

  Date

• Prepared by

• Report number

• MOD instruction List:
  
  1. Get a Tablet ready prior to duty
  2. Weekday duty starts at 18h00 until 24h00
  3. Weekend duty starts Friday at 18h00 until 09h00 Monday
  4. A late evening inspection back of the house must be executed
  5. Ensure to note down any incidents that happen during your MOD shift
  6. You are responsible to meet all VIP's that are coming to the hotel during you shift
  7. It is advisable to review the MOD report before you start
  8. You are not allowed to leave the Resort without the consent from the General Manager
  9. The report has to be sent to Duty Managers & Guest Operations group at the end of your MOD duty shift
  10. If for some reason you cannot cover your shift, you must make prior arrangements to change the shift with a fellow colleague and report the changes to Duty Managers & Guest Operation group
  11. Return the MOD Tablet back

Front of the House

• Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

  Good

  Fair

  Poor

  N/A

• Who/Where/How

• Corridors/Stairways Condition - Floor<br>

  Yes

  No

  N/A

• Who/Where/How

• Corridors/Stairways Condition - Furniture/Equipment/Décor Items<br>

  Good

  Fair

  Poor

  N/A

• Who/Where/How

• Corridors/Stairways Condition - Wservices/Doors/Ceiling/Vents/Lighting/Windows/Treatments<br>

  Yes

  No

  N/A

• Who/Where/How

• Elevators Cleanliness - General<br>

  Yes

  No

  N/A

• Who/Where/How

• Elevators Condition - General<br>

  Yes

  No

  N/A

• Who/Where/How

• Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items<br>

  Yes

  No

  N/A

• Who/Where/How

• Lobby Cleanliness - Wservices/Doors/Ceiling/Vents/Lighting/Windows/Treatments<br>

  Yes

  No

  N/A

• Who/Where/How

• Lobby Condition - Floor<br>

  Yes

  No

  N/A

• Who/Where/How

• Main Entry/Vestibule Cleanliness - General<br>

  Yes

  No

  N/A

• Who/Where/How

• Main Entry/Vestibule Condition - General<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Cleanliness - Floor<br>

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Furniture/Equipment/Décor Items<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Cleanliness - Sinks/Vanity/Mirrors<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Cleanliness - Toilets/Urinals<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Cleanliness - Wservices/Doors/Ceiling/Vents/Lighting/Partitions<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Condition - Floor<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Condition - Furniture/Equipment/Décor Items<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Condition - Sinks/Vanity/Mirrors<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Condition - Toilets/Urinals<br>

  Yes

  No

  N/A

• Who/Where/How

• Public Restrooms Condition - Wservices/Doors/Ceiling/Vents/Lighting/Partitions<br>

  Yes

  No

  N/A

• Who/Where/How

• Trash cans are emptied<br>

  Yes

  No

  N/A

• Who/Where/How

• Services/Doors/Ceiling/Vents/Lighting/Windows<br>

  Yes

  No

  N/A

• Who/Where/How

Fitness

• Fitness Center background music is provided

  Yes

  No

  N/A

• Who/Where/How

• Fitness Center/Exercise Room Cleanliness - Floor

  Yes

  No

  N/A

• Who/Where/How

• Fitness Center/Exercise Room Cleanliness - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Who/Where/How

• Fitness Center/Exercise Room Condition - Floor

  Yes

  No

  N/A

• Who/Where/How

• Fitness Center/Exercise Room Condition - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Who/Where/How

Swimming Pools

• Pool Area Cleanliness - Floor/Deck<br>

  Yes

  No

  N/A

• Who/Where/How

• Pool Area Cleanliness - Furniture, Equipment, Décor Items<br>

  Yes

  No

  N/A

• Who/Where/How

• Pool Area Cleanliness -Services, Fencing, Doors, Ceiling, Windows<br>

  Yes

  No

  N/A

• Who/Where/How

• Pool Area Condition - Floor/Deck<br>

  Yes

  No

  N/A

• Who/Where/How

• Pool Area Condition - Furniture, Equipment, Décor Items<br>

  Yes

  No

  N/A

• Who/Where/How

• Pool Area Condition - Wservices, Fencing, Doors, Ceiling, Windows<br>

  Yes

  No

  N/A

• Who/Where/How

• Poolside dining is available and meets standard<br>

  Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

Service

• Agent - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent - Warm welcome/greeting provided<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent - Well-groomed and professional, wearing a uniform, badge and Pride Pin<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent carries property customized Pocket Card on their person<br>

  Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Agent greeting meets standard<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent is knowledgeable and confident<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent provides exceptional service<br>

  Yes

  No

  N/A

• Agent service is provided promptly<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent uses appropriate verbiage and shows genuine concern<br>

  Yes

  No

  N/A

• Who/Where/How

• Further assistance offered to the guest<br>

  Yes

  No

  N/A

• Who/Where/How

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction<br>

  Yes

  No

  N/A

• Who/Where/How

• Guest name used during the experience, when known<br>

  Yes

  No

  N/A

• Guest's requests and opportunities are owned and resolved immediately<br>

  Yes

  No

  N/A

• Who/Where/How

• Personalized service delivered during interaction<br>

  Yes

  No

  N/A

• Who/Where/How

• Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate<br>

  Yes

  No

  N/A

• Who/Where/How

• Timely response and service provided<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Who/Where/How

Safety

• Are traffic signs and road markings clear and in good condition and not obstructed by foliage?<br>

  Yes

  No

  N/A

• Who/Where/How

• Are extinguishers suitably mounted on wall brackets, easily accessible<br>

  Yes

  No

  N/A

• Who/Where/How

• Are walkways and stairs in good repair and well lit?<br>

  Yes

  No

  N/A

• Are passages free and clear of obstructions, such as A/V equipment, trailing cables, other production equipment and any storage of C&B equipment (tables, chairs and trolleys)?<br>

  Yes

  No

  N/A

• Who/Where/How

• Is all lost/found property correctly registered, stored and disposed of?<br>

  Yes

  No

  N/A

• Who/Where/How

• Are all gas cylinders secured upright by chain or strap?<br>

  Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Are corridors, staircases and other traffic routes kept clear?<br>

  Yes

  No

  N/A

• Who/Where/How

• Are hand-rails, steps, pool tank surfaces and surround in good repair?<br>

  Yes

  No

  N/A

• Are steps and changes in floor levels clearly defined?<br>

  Yes

  No

  N/A

• Who/Where/How

• Are all external parts of the structure in good repair? Pay attention to chimney stacks, roof tiles, gutters, drain pipes, masonry etc.<br>

  Yes

  No

  N/A

• Who/Where/How

• Is there suitable and sufficient lighting in the car park?<br>

  Yes

  No

  N/A

• Who/Where/How

• In case of any accident/incident has an investigation been conducted and accident investigation form filled in?<br>

  Yes

  No

  N/A

• Who/Where/How

• Are road, car park and pathway surfaces in good order and is external lighting suitable and sufficient?<br>

  Yes

  No

  N/A

• Who/Where/How

• Are areas clean and free of debris and rubbish?<br>

  Yes

  No

  N/A

• Who/Where/How

VIP

• Meet and Greet VIP's

  Yes

  No

• Details

Room

• Bar/Refreshment Center is clean, in good condition and well-stocked<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Yes

  No

  N/A

• Yes

  No

  N/A

• Alarm clock/clock radio meets standard<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Yes

  No

  N/A

• Bathrobes and slippers meet standard<br>

  Yes

  No

  N/A

• Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bathroom Cleanliness - Doors/Wservices/Baseboards<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bathroom Cleanliness - Floor<br>

  Yes

  No

  N/A

• Bathroom Cleanliness - Linens/Terry<br>

  Yes

  No

  N/A

• Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures<br>

  Yes

  No

  N/A

• Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bathroom Cleanliness - Toilet<br>

  Yes

  No

  N/A

• Bathroom Cleanliness - Vents/Exhaust Fans<br>

  Yes

  No

  N/A

• Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures<br>

  Yes

  No

  N/A

• Bathroom Condition - Ceiling<br>

  Yes

  No

  N/A

• Bathroom Condition - Doors/Wservices/Baseboards<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bathroom Condition - Floor<br>

  Yes

  No

  N/A

• Bathroom Condition - Linens/Terry<br>

  Yes

  No

  N/A

• Bathroom Condition - Mirrors/Lighting/Light Fixtures<br>

  Yes

  No

  N/A

• Bathroom Condition - Sink/Counter/Shelves/Faucets<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bathroom Condition - Toilet<br>

  Yes

  No

  N/A

• Bathroom Condition - Vents/Exhaust Fans<br>

  Yes

  No

  N/A

• Bathroom floor is clean<br>

  Yes

  No

  N/A

• Bathroom has separate hooks for robe and linen reuse<br>

  Yes

  No

  N/A

• Bed turndown meets standards<br>

  Yes

  No

  N/A

• Bedding is properly serviced and is clean and in good condition<br>

  Yes

  No

  N/A

• Bedding/Linens/Pillows/Shams/Coverlets/Free of Wrinkles<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Balcony/Patio Furniture/Area<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Ceiling<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Doors/Wservices/Baseboards/Mirrors/Artwork<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Flooring/Carpet<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - HVAC/Ventilation<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Lamps/Lighting<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Telephone/Clock/Audio/equipment/television/remote control/collateral<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Upholstered Furniture ( chairs/Ottaman/Sofa)<br>

  Yes

  No

  N/A

• Bedroom Cleanliness - Windows/Window Treatments<br>

  Yes

  No

  N/A

• Bedroom Condition - Bedding/Linens/Pillows/Shams/Coverlets<br>

  Yes

  No

  N/A

• Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables<br>

  Yes

  No

  N/A

• Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator<br><br>

  Yes

  No

  N/A

• Bedroom Condition - Desk/Desk Chair/Trashcan(s)<br>

  Yes

  No

  N/A

• Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Bottled water meets standard<br>

  Yes

  No

  N/A

• Carpet/floor is clean<br>

  Yes

  No

  N/A

• Complimentary In-Room coffee maker meets standard<br>

  Yes

  No

  N/A

• Complimentary shoe shine elements meets standard<br>

  Yes

  No

  N/A

• Entry door safety features are fully functional<br>

  Yes

  No

  N/A

• Facility is clean and in good condition<br>

  Yes

  No

  N/A

• Guest Services Directory meets standard<br>

  Yes

  No

  N/A

• Guest’s linen reuse request is honored<br>

  Yes

  No

  N/A

• Guestroom living area receives second service<br>

  Yes

  No

  N/A

• Hair dryer meets standard<br>

  Yes

  No

  N/A

• Hangers meet standard<br>

  Yes

  No

  N/A

• Housekeeping service is provided on time<br>

  Yes

  No

  N/A

• Ice bucket and glasses presentation meets standard<br>

  Yes

  No

  N/A

• In-room safe meets standard<br>

  Yes

  No

  N/A

• Iron/ironing board meet standard<br>

  Yes

  No

  N/A

• Live plant, flowers meet standards<br>

  Yes

  No

  N/A

• Note pad and pen meet standard<br>

  Yes

  No

  N/A

• Odor is neutral<br>

  Yes

  No

  N/A

• Pillows meet standard<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Room/Suite is free of pests<br>

  Yes

  No

  N/A

• Umbrella meets standard<br>

  Yes

  No

  N/A

• All doors must have: deadbolt, safety latch, view port, reprogrammable lock and evacuation graphics<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Are fire notices and evacuation plans in bedrooms clearly visible?<br>

  Yes

  No

  N/A

• Guest belongings have been straightened<br>

  Yes

  No

  N/A

Bar

• Agent confims satisfaction and offers refill within 1 minute of glass 2/3 empty

  Yes

  No

  N/A

• Who/Where/How

• Lounge Cleanliness - Furniture, Equipment, Décor Items

  Yes

  No

  N/A

• Who/Where/How

• Lounge Cleanliness - services, Doors, Ceiling, Windows/Treatments

  Yes

  No

  N/A

• Who/Where/How

• Lounge Condition - Furniture, Equipment, Décor Items

  Yes

  No

  N/A

• Who/Where/How

• Public area walls and wall paper / paint were not stained and have no scuff marks?

  Yes

  No

  N/A

• Who/Where/How

• Lounge provides warm relaxing ambiance

  Yes

  No

  N/A

• Who/Where/How

• Lounge table provides a luxurious ambiance

  Yes

  No

  N/A

• Who/Where/How

• Lounge table provides a luxurious ambiance

  Yes

  No

  N/A

• Who/Where/How

• Lounge/Bar food quality meets standard

  Yes

  No

  N/A

• Who/Where/How

• Lounge/Bar menu meet standards<br>

  Yes

  No

  N/A

• Who/Where/How

Outlets

• Agent clears courses according to standards<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent is knowledgeable about menus and uses suggestive selling<br>

  Yes

  No

  N/A

• Agent presents bottled wine before serving<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent properly presents the check<br>

  Yes

  No

  N/A

• Who/Where/How

• Beverage is delivered according to standard<br>

  Yes

  No

  N/A

• Who/Where/How

• Buffets have adequate food availability and visual appeal<br>

  Yes

  No

  N/A

• Who/Where/How

• Children's menu meets standards<br>

  Yes

  No

  N/A

• Who/Where/How

• Coffee and specialty coffee presentation meets standard<br>

  Yes

  No

  N/A

• Who/Where/How

• Cold beverages and juices meet standards<br>

  Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Dining Area Condition - Floor<br>

  Yes

  No

  N/A

• Who/Where/How

• Dining Area Condition - Furniture, Equipment, Décor Items<br>

  Yes

  No

  N/A

• Who/Where/How

• Dining Area Condition - Wservices, Doors, Ceiling, Windows/Treatments<br>

  Yes

  No

  N/A

• Who/Where/How

• Food was properly prepared and met guest expectations for taste<br>

  Yes

  No

  N/A

• Who/Where/How

• Furnishings are straightened<br>

  Yes

  No

  N/A

• Who/Where/How

• Hot tea presentation meets standards<br>

  Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Wine service meet standards<br>

  Yes

  No

  N/A

• Who/Where/How

• Management observed interacting with guests during dinner<br>

  Yes

  No

  N/A

• Who/Where/How

Room Service

• Delivery - Further assistance offered to the guest<br>

  Yes

  No

  N/A

• Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction<br>

  Yes

  No

  N/A

• Who/Where/How

• Yes

  No

  N/A

• Who/Where/How

• Delivery - Room delivery announcement meets standard<br>

  Yes

  No

  N/A

• Who/Where/How

• Delivery - The overservice experience met guest expectations and was free of negative detractors<br>

  Yes

  No

  N/A

• Who/Where/How

• Delivery - Warm and sincere closing offered and appreciation demonstrated<br>

  Yes

  No

  N/A

• Who/Where/How

• Delivery - Warm welcome/greeting provided<br>

  Yes

  No

  N/A

• Who/Where/How

• Delivery - Well-groomed and professional, wearing a uniform<br>

  Yes

  No

  N/A

• Who/Where/How

• In-Room/Private Dining delivered on time<br>

  Yes

  No

  N/A

• Who/Where/How

• In-Room/Private Dining guide/menu and door knob menu meets standard<br>

  Yes

  No

  N/A

• Who/Where/How

• In-Room/Private Dining order delivered as ordered and complete<br>

  Yes

  No

  N/A

• Who/Where/How

• In-Room/Private Dining order properly taken<br>

  Yes

  No

  N/A

• Who/Where/How

• In-Room/Private Dining order taker makes suggestions/upsells additional items<br>

  Yes

  No

  N/A

• Yes

  No

  N/A

• Who/Where/How

• Agent follows correct procedures for entering guestroom<br>

  Yes

  No

  N/A

• Who/Where/How

• Agent greets guest by name and requests permission to enter in a guestroom<br>

  Yes

  No

  N/A

• Document any Guest Issues or incidents that occurred during you MOD shift.

• Guest Issue / Incident Description

Issue / Incident

• Room Number

• Registered in Empower

• Further Action needed

• Issue / Incident Description

• Extra information if needed

  Media

Closing Summary

• Overall MOD Comments Summary

• Signature

  Drawing

• Report Send Out Instruction:
  
  1. Complete your MOD report by pressing finished button.
  2. Then press 'Audit', find you report on the top of the list then click incon with arrow.
  3. Click 'preview' for final check. Then click 'send' for sending the report through email.
  4. The report will be sent with attention to FaoplDutyManagers&GuestOperations@luxurycolletion.com