Title Page

  • Site conducted

  • Conducted on

  • Prepared by

  • Location

Front Office/Housekeeping

  • Conduct shift handover with prior shift MOD.

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

  • Attend daily pre-arrival meeting(s).

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Lobby

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

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

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

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

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

  • Inspect luggage room and make sure guest luggage secured.

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

Executive Lounge

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

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

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

Fitness Center/Gym/Pool Area

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

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

  • Sound system and TV are working in gym.

  • Locker room is clean and guest ready.

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

Meeting Rooms

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

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

  • Report any meeting room doors that are not locked.

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

Restaurant/Outlets

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

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

Back of House (BOH)

  • Hallways are clean and free from debris.

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

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

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

  • Loading dock is clean and cleared of all deliveries.

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

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

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

  • Shift handover to the next MOD.

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