Hilton Nanjing MOD/JA

• Document No.

• Conducted on

  Date

• Prepared by

• please email to all morning briefing team on the follow morning and backup in L-COMMON-MOD-MOD REPORT请在第二天早上以邮件发送给所有参加早会的成员并将此报告放于公盘中

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

• Occupancy of the day , arrival and departure 当日入住率，预抵及离店人数

  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？

• Staff comments 1员工反馈1

• Staff comments 2 员工反馈2

• Staff comments 3 员工反馈3

Hotel products knowledge test(酒店产品知识测试）

• Staff products knowledge test 1 酒店产品知识测试1

  Yes

  No

  N/A

• Staff products knowledge test 2酒店产品知识测试2

  Yes

  No

  N/A

• Staff products knowledge test 3酒店产品知识测试3

  Yes

  No

  N/A

• Yes

  No

  N/A