Hilton Nanjing MOD 2020

• Document No.

• Conducted on

  Date

• Prepared by

• please email to all morning briefing team on the follow morning 请在第二天早上以邮件发送给所有参加早会的成员

audit

• Yes

  No

  N/A

Hotel Main Entrance 酒店主入口

• Hotel exterior 酒店外围<br><br>Car park is properly organized 车辆停放是否合理有序<br>Drive-way clean and well presented 车道是否干净整洁<br>Exterior signage and all lighting working 外围指示牌几灯光正常工作<br>Doorman / security present and well presenting是否有门卫及保安，仪容仪表得体

  Yes

  No

  N/A

• Lobby 大堂<br>All luggage trolleys polished 所有行李车干净整洁<br>Lights working properly 灯光是否正常<br>Lobby cool & fresh 大堂温度适合&清爽<br>music音乐/ Cleanliness & Condition干净和状态：flooring地面/ walls墙面/ ceiling天花板<br><br>

  Yes

  No

  N/A

• Guest comments 1 ( Guest name, room number, overall experience, service experience, facilities, F&B experience)前台客人反馈（客人姓名，房号，整体体验，服务体验，酒店配套设施，用餐体验等）

  Yes

  No

  N/A

• Guest comments 2（ Guest name, room number, overall experience, service experience, facilities, F&B experience)前台客人反馈2 （客人姓名，房号，整体体验，服务体验，酒店配套设施，用餐体验等）

  Yes

  No

  N/A

• Guest comments 3 ( Guest name, room number, overall experience, service experience, facilities, F&B experience)前台客人反馈3 （客人姓名，房号，整体体验，服务体验，酒店配套设施，用餐体验等）

  Yes

  No

  N/A

• Luggage store room 行李房<br><br>Are all areas clean and in order? Locked at all times? All luggage are recorded and tagged?<br>所有区域是否整洁有序？门是否保持常锁状态？所有行李是否登记并且有标签？

  Yes

  No

  N/A

• Associate员工<br><br>Friendly，Attentive，友好 专注<br>On brand grooming and uniform制服干净整洁,仪容仪表符合品牌标准

  Yes

  No

  N/A

Public Area 公共区域

• Public rest rooms are clean and has fresh smell公共卫生间干净无异味

  Yes

  No

  N/A

• All lights are working 所有灯光正常工作

  Yes

  No

  N/A

• Any cleanliness / condition defect?有任何清洁及状态问题吗？

  Yes

  No

  N/A

• B2 entrance elevator area clean and tidy负二楼电梯入口周围区域干净整洁

  Yes

  No

  N/A

Guest Elevator inspection 客梯检查

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

Strikers Bar 劲吧

• Arrival Experience 到店体验<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Delivery of products(Timing, Quality, Temperature, Taste)产品配送（时间，质量，温度，口味）

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

ADD 全日制西餐厅

• Guest reservation and Arrival Experience（Including breakfast and others) 餐厅预订情况及到店体验（包括早餐及其他时段的用餐预订情况）<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Guest comments 1(Guest name and experience 客人用餐体验1

  Yes

  No

  N/A

• Guest comments 2( Guest name and experience )客人用餐体验2

  Yes

  No

  N/A

• Guest comments 3(Guest name and experience )客人用餐体验3

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Restaurant and Toilet clean？餐厅及卫生间干净吗？<br>

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br>

  Yes

  No

  N/A

• Buffet quality , fresh, clean自助餐质量，新鲜，干净

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

In Room Dining 房内用餐

• The way of taking order下单方式<br>Associate greeting by guest name 员工以客人名字问候客人<br>Associate take order with attentive approach and repeating the order 员工主动友好给客人点餐并重复订单内容<br>Associate conclude order by advising delivery time 员工告知客人餐品预计送达时间再结束客人点单<br>

  Yes

  No

  N/A

• Delivery of order 订单的送达<br>Identify by department name through door viewer<br>Quality of products - Timing, Temperature, Presentation and Taste 产品质量-时间，温度，展示和口味<br>Offering of dining option-desk or trolley用餐选择提供-桌子还是推车<br>Presentation of bill - folder with hotel pen and comment card 账单展示-放在装有酒店圆珠笔及评论卡的夹子中<br>Bid "enjoying dining" and farewell/ advising of collection 离开时，“祝您用餐愉快“问候客人/询问客人建议收餐时间

  Yes

  No

  N/A

Chinese Restaurant 中餐厅

• Guest reservation and Arrival Experience餐厅预订情况及到店体验<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Guest comments 1（Guest name and experience )客人用餐体验1

  Yes

  No

  N/A

• Guest comments 2( Guest name and experience )客人用餐体验2

  Yes

  No

  N/A

• Guest comments 3（Guest name and experience )客人用餐体验3

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br>

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Delivery of products(Timing, Quality, Temperature, Taste) 产品配送（时间，质量，温度，口味）

  Yes

  No

  N/A

• Toilet clean？卫生间干净吗？

  Yes

  No

  N/A

• Any cleanliness / condition defect?有任何清洁/状态问题吗？

  Yes

  No

  N/A

Banquet & Function Rooms宴会厅及功能厅

• Guest reservation and Arrival Experience宴会预订情况及到店体验<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Awareness of events details 了解活动细节

  Yes

  No

  N/A

• Guest comments 1（Guest name and experience )客人体验1

  Yes

  No

  N/A

• Guest comments 2（Guest name and experience )客人体验2

  Yes

  No

  N/A

• Guest comments 3（Guest name and experience )客人用餐体验3

  Yes

  No

  N/A

• Organizer comments 活动组织者反馈

  Yes

  No

  N/A

• Restroom clean？卫生间干净吗？<br>

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

Swimming Pool 泳池

• Changing room is clean and tidy 更衣室干净整洁

  Yes

  No

  N/A

• Life Saving Equipment clean and well presented 救生设施干净且完好展示

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

Fitness Center 健身中心

• Arrival Experience 到店体验<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Temperature is comfortable 温度适宜

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

Absolute Thai restaurant 泰餐厅

• Guest reservation and Arrival Experience餐厅预订情况及到店体验<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Guest comments 1（Guest name and experience )客人用餐体验1

  Yes

  No

  N/A

• Guest comments 2（Guest name and experience )客人用餐体验2

  Yes

  No

  N/A

• Guest comments 3（Guest name and experience )客人用餐体验3

  Yes

  No

  N/A

• Department Head is present部门负责人是否在场<br><br>All associates well grooming 所有员工仪容仪表得体

  Yes

  No

  N/A

• Staff 员工<br><br>Attentiveness through out the service, anticipate and prompt response 服务过程全程主动热情，积极回复<br>On brand uniform and grooming 着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Any cleanliness / condition defect?有任何清洁/状态问题吗？

  Yes

  No

  N/A

Guest Room Inspection 客房检查 room 1

Room No. & Room Type 房间号和房型

A. Room Door房门

• Door /Room No. /Fire Escape Instruction 房门/房间号/火灾逃生指示<br>Double lock work 双重锁正常工作<br>Evacuation plan 逃生计划

  Yes

  No

  N/A

B. Closet 衣柜

• Closet 衣柜<br>Luggage shelf 行李架<br>Umbrella & on brand tag 雨伞及标签<br>Iron & board 熨斗及熨烫板<br>2 pairs of slippers 2双拖鞋<br>Safe box functioning 保险柜正常工作<br>1 laundry bag & 2 laundry list 一个洗衣袋和两张洗衣清单<br>1 bathrobe 一件浴袍<br>5wooden hanger+ 5wooden hanger with clip 5个木衣架和5个带有夹子的木衣架<br>Sewing kit 针线包<br>Shoeshine mitt 擦鞋机<br>Electronic torch 手电筒<br><br>

  Yes

  No

  N/A

C. TV & Mini Bar 电视和迷你吧

• Check 3 program channels randomly base on the channel list根据电视频道随机抽查三个频道

  Yes

  No

  N/A

• Mini Bar迷你吧<br>Check items expire date or any item missed 检查过期日期以及是否缺失任何物品

  Yes

  No

  N/A

D. Work Station工作台

• Lamp/ Cordless telephone is working 灯和电话正常工作<br>Telephone Bill List/ Internet cable/ Service Directory/ IRD Menu is clean 电话收费表/网线/服务指示/房内用餐菜单干净<br>Guest envelop*4, Letter head*4 信封四个，信纸四张<br>Recycle bin*1, Non recycle bin*1 可回收及不可回收垃圾桶各一个<br><br>

  Yes

  No

  N/A

• Curtain & Sheers/ Window 窗帘和遮光帘/窗户<br>Cleanness& Condition 干净且状态良好

  Yes

  No

  N/A

E. Bath Room 淋浴间

• Heavenly bath amenity set *1, soap *1 洗浴套装一份，香皂一块<br>Hair drier*1吹风机一个<br>Tissue box *1纸巾盒一个<br>Bottle water *2 瓶装水两个<br>Dental kit*2, shaving kit*1, comb *1, 牙线两个， 剃须刀一个，梳子一把<br>Shower cap*1, bath towel *2, bath mat*1 浴帽一个，浴巾两个 ，淋雨垫一个<br>Wash cloth *2, hand towel *2, heavenly bathrobe *1 面巾两块，擦手巾两块，浴袍一件<br>

  Yes

  No

  N/A

• Toilet 卫生间<br>Roll paper *2, sanitary bag *1 卫生纸两卷 卫生袋一个

  Yes

  No

  N/A

F. Overall Condition/ Cleanliness整体状态/清洁度

• Any defect need to be followed up? 有需要跟进的破损缺陷等问题吗？

  Yes

  No

  N/A

Guest Room Inspection 客房检查 room 2

Room No. & Room Type 房间号和房型

A. Room Door房门

• Door /Room No. /Fire Escape Instruction 房门/房间号/火灾逃生指示<br>Double lock work 双重锁正常工作<br>Evacuation plan 逃生计划

  Yes

  No

  N/A

B. Closet 衣柜

• Closet 衣柜<br>Luggage shelf 行李架<br>Umbrella & on brand tag 雨伞及标签<br>Iron & board 熨斗及熨烫板<br>2 pairs of slippers 2双拖鞋<br>Safe box functioning 保险柜正常工作<br>1 laundry bag & 2 laundry list 一个洗衣袋和两张洗衣清单<br>1 bathrobe 一件浴袍<br>5wooden hanger+ 5wooden hanger with clip 5个木衣架和5个带有夹子的木衣架<br>Sewing kit 针线包<br>Shoeshine mitt 擦鞋机<br>Electronic torch 手电筒<br><br>

  Yes

  No

  N/A

C. TV & Mini Bar 电视和迷你吧

• Check 3 program channels randomly base on the channel list根据电视频道随机抽查三个频道

  Yes

  No

  N/A

• Mini Bar迷你吧<br>Check items expire date or any item missed 检查过期日期以及是否缺失任何物品

  Yes

  No

  N/A

D. Work Station工作台

• Lamp/ Cordless telephone is working 灯和电话正常工作<br>Telephone Bill List/ Internet cable/ Service Directory/ IRD Menu is clean 电话收费表/网线/服务指示/房内用餐菜单干净<br>Guest envelop*4, Letter head*4 信封四个，信纸四张<br>Recycle bin*1, Non recycle bin*1 可回收及不可回收垃圾桶各一个<br><br>

  Yes

  No

  N/A

• Curtain & Sheers/ Window 窗帘和遮光帘/窗户<br>Cleanness& Condition 干净且状态良好

  Yes

  No

  N/A

E. Bath Room 淋浴间

• Heavenly bath amenity set *1, soap *1 洗浴套装一份，香皂一块<br>Hair drier*1吹风机一个<br>Tissue box *1纸巾盒一个<br>Bottle water *2 瓶装水两个<br>Dental kit*2, shaving kit*1, comb *1, 牙线两个， 剃须刀一个，梳子一把<br>Shower cap*1, bath towel *2, bath mat*1 浴帽一个，浴巾两个 ，淋雨垫一个<br>Wash cloth *2, hand towel *2, heavenly bathrobe *1 面巾两块，擦手巾两块，浴袍一件<br>

  Yes

  No

  N/A

• Toilet 卫生间<br>Roll paper *2, sanitary bag *1 卫生纸两卷 卫生袋一个

  Yes

  No

  N/A

F. Overall Condition/ Cleanliness整体状态/清洁度

• Any defect need to be followed up? 有需要跟进的破损缺陷等问题吗？

  Yes

  No

  N/A

Guest Room Inspection 客房检查 room 3

Room No. & Room Type 房间号和房型

A. Room Door房门

• Door /Room No. /Fire Escape Instruction 房门/房间号/火灾逃生指示<br>Double lock work 双重锁正常工作<br>Evacuation plan 逃生计划

  Yes

  No

  N/A

B. Closet 衣柜

• Closet 衣柜<br>Luggage shelf 行李架<br>Umbrella & on brand tag 雨伞及标签<br>Iron & board 熨斗及熨烫板<br>2 pairs of slippers 2双拖鞋<br>Safe box functioning 保险柜正常工作<br>1 laundry bag & 2 laundry list 一个洗衣袋和两张洗衣清单<br>1 bathrobe 一件浴袍<br>5wooden hanger+ 5wooden hanger with clip 5个木衣架和5个带有夹子的木衣架<br>Sewing kit 针线包<br>Shoeshine mitt 擦鞋机<br>Electronic torch 手电筒<br><br>

  Yes

  No

  N/A

C. TV & Mini Bar 电视和迷你吧

• Check 3 program channels randomly base on the channel list根据电视频道随机抽查三个频道

  Yes

  No

  N/A

• Mini Bar迷你吧<br>Check items expire date or any item missed 检查过期日期以及是否缺失任何物品

  Yes

  No

  N/A

D. Work Station工作台

• Lamp/ Cordless telephone is working 灯和电话正常工作<br>Telephone Bill List/ Internet cable/ Service Directory/ IRD Menu is clean 电话收费表/网线/服务指示/房内用餐菜单干净<br>Guest envelop*4, Letter head*4 信封四个，信纸四张<br>Recycle bin*1, Non recycle bin*1 可回收及不可回收垃圾桶各一个<br><br>

  Yes

  No

  N/A

• Curtain & Sheers/ Window 窗帘和遮光帘/窗户<br>Cleanness& Condition 干净且状态良好

  Yes

  No

  N/A

E. Bath Room 淋浴间

• Heavenly bath amenity set *1, soap *1 洗浴套装一份，香皂一块<br>Hair drier*1吹风机一个<br>Tissue box *1纸巾盒一个<br>Bottle water *2 瓶装水两个<br>Dental kit*2, shaving kit*1, comb *1, 牙线两个， 剃须刀一个，梳子一把<br>Shower cap*1, bath towel *2, bath mat*1 浴帽一个，浴巾两个 ，淋雨垫一个<br>Wash cloth *2, hand towel *2, heavenly bathrobe *1 面巾两块，擦手巾两块，浴袍一件<br>

  Yes

  No

  N/A

• Toilet 卫生间<br>Roll paper *2, sanitary bag *1 卫生纸两卷 卫生袋一个

  Yes

  No

  N/A

F. Overall Condition/ Cleanliness整体状态/清洁度

• Any defect need to be followed up? 有需要跟进的破损缺陷等问题吗？

  Yes

  No

  N/A

Executive Lounge 行政酒廊

• Arrival Experience 到店体验<br>Greeting, Lighting, Scent, Music问候语，灯光，气味，音乐

  Yes

  No

  N/A

• Quality of Buffet 自助餐质量<br>Clean and tidy,all food are well displayed with label 干净整洁陈列并贴有标签

  Yes

  No

  N/A

• Staff 员工<br>Attentiveness through out the service，anticipate and prompt response <br>服务过程主动热情，积极回复<br>On brand uniform and grooming <br>着工装并且仪容仪表符合品牌标准

  Yes

  No

  N/A

• Meeting room are in good condition 会议室状况良好

  Yes

  No

  N/A

• Restroom clean？卫生间干净吗？

  Yes

  No

  N/A

• Any cleanliness/ condition defect 有任何清洁/状态问题吗？

  Yes

  No

  N/A

Back of House 后场

• Lighting setting（energy saving）？ 灯光设置（是否节能模式）？

  Yes

  No

  N/A

• The air condition setting（energy saving）？ 空调设置（节能模式）？

  Yes

  No

  N/A

• All office door locked after operation? 下班后是否所有办公室锁好？

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

Laundry Room洗衣房

• Laundry room is clean and tidy 洗衣房干净整洁<br>Laundry room is locked after operation 下班后洗衣服门上锁

  Yes

  No

  N/A

• Any defect need to be followed up? 有需要跟进的破损缺陷等问题吗？

  Yes

  No

  N/A

Staff Canteen 员工餐厅

• Food quality and quantity 食品质量和数量

  Yes

  No

  N/A

• Any cleanliness / condition defect? 有任何清洁/状态问题吗？

  Yes

  No

  N/A

CCTV & Staff Entrance 监控室和员工通道入口

• Security present and well groomed 保安在岗且仪容仪表得体

  Yes

  No

  N/A

• All monitors are working所有监控是否正常工作<br>Any condition / facility defect?有任何设施设备有缺陷或破损吗？

  Yes

  No

  N/A

Garbage Room垃圾房

• garbage room 垃圾房<br>Outside garbage room is clean and tidy. 垃圾房外围干净整洁<br>Any condition defect? 有任何缺陷破损吗？

  Yes

  No

  N/A

Any outstanding associate or case you would like to share? 有什么特别的事件或表现优异的员工你想要分享的吗？

Guest Comments/ Suggestion 客人建议或评论

• Yes

  No

  N/A

• Yes

  No

  N/A

• Yes

  No

  N/A