HHQPS - Hotel Operations

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

Front Office/Housekeeping

• Conduct shift handover with prior shift MOD.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Attend daily pre-arrival meeting(s).

  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

• 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 cleaning prior to guests' arrival time.

  Yes

  No

  N/A

• Check discrepancy rooms before 9am (AM shift).

  Yes

  No

  N/A

• Check due out rooms between noon to 1pm (PM shift).

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Taking a random for 3 pre-arrival registration cards if the Wi-Fi card is prepared in the key jacket

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Randomly select 1-2 Elite/Mobile Check-In/VIPs rooms to inspect.

  Yes

  No

  N/A

• Randomly select another 1-2 VCI rooms to inspect.

  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

• Randomly 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

• Yes

  No

  N/A

Lobby

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Select 1-2 locations in the public areas to conduct MOD internet checks (Net 60/Net lift).

  Yes

  No

  N/A

• Meet and greet all Elite Platinum and Gold member arrivals.

  Yes

  No

  N/A

• Conduct at least one check-in or check-out service audit based on BSA.

  Yes

  No

  N/A

• Engage the guest and manage queues during heavy check-in/out periods.

  Yes

  No

  N/A

• Inspect luggage room and make sure guest luggage secured.

  Yes

  No

  N/A

• Random check internet performance (By nPerf) select 1-2 locations in the public areas

  Media

Executive Lounge

• Conduct walk through during Breakfast and Happy Hour meal periods and engage Elite members and guests.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Ensure associates are engaging Elite members and guests in the Lounge.

  Yes

  No

  N/A

Fitness Center/Gym/Pool Area

• Gym 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.

  Yes

  No

  N/A

• Sound system and TV are working in gym.

  Yes

  No

  N/A

• Locker room is clean and guest ready.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Meeting Rooms

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Report any meeting room doors that are not locked.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Restaurant/Outlets

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Back of House (BOH)

• Hallways are clean and free from debris.

  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.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Loading dock is clean and cleared of all deliveries.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Shift handover to the next MOD.

  Yes

  No

  N/A

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