IPad MOD Weekend

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Guidelines / Check List

• Read AM Log, Arrival Report, for information prior to commencing your duty

  Yes

  No

  N/A

• Familiarise yourself with VIP guests arriving today

  Yes

  No

  N/A

• Familiarise yourself with all the functions held today (check BEO)

  Yes

  No

  N/A

• Meet AM to brief you and verify how to contact each other during the day

  Yes

  No

  N/A

During the day

• All VIP arrival rooms to be inspected prior to arrival<br>Room checked arrivals of EVIP & HWC from Club

  Yes

  No

  N/A

Walk the Property

• All departments ( Staffing, Grooming , Cleanliness & Operation )

  Yes

  No

  N/A

• Lighting , Cleanliness, Orderliness & Signage

  Yes

  No

  N/A

• Air - conditioning

  Yes

  No

  N/A

• Guest and Service lifts are operational

  Yes

  No

  N/A

• Fire doors - shut

  Yes

  No

  N/A

• Exits not blocked by any equipment

  Yes

  No

  N/A

• KELUAR signs - in order - Randomly checked L35, 33, 30, 21 & 10th flr all OK

  Yes

  No

  N/A

• Fire extinguishers - in place -L7

  Yes

  No

  N/A

• Riser doors - shut

  Yes

  No

  N/A

• Smoking area

  Yes

  No

  N/A

• Public restrooms

  Yes

  No

  N/A

• Fridges operational / doors shut

  Yes

  No

  N/A

• Food items not exposed / left outside

  Yes

  No

  N/A

• Spot check clearance of trays from floors

  Yes

  No

  N/A

Inspect

• 7th Floor Offices

  Yes

  No

  N/A

• Banquets

  Yes

  No

  N/A

• Business centre , Plasma screen

  Yes

  No

  N/A

• GYM and Pool Areas

  Yes

  No

  N/A

• Lobby area / Common Lobby

  Yes

  No

  N/A

• Service Centre

  Yes

  No

  N/A

• The Lounge

  Yes

  No

  N/A

• In Room Dining

  Yes

  No

  N/A

• Kitchen and Stewarding area

  Yes

  No

  N/A

• Close & Recycle area all clean & tidy

  Yes

  No

  N/A

• Housekeeping & Laundry

  Yes

  No

  N/A

• Security - MK & Dom on pm

  Yes

  No

  N/A

• Engineering

  Yes

  No

  N/A

Associate Area

• Look for: Cleanliness, Maintenance, General Condition, Energy Conservation

• Associate dining room

  Yes

  No

  N/A

• Male Locker Room

  Yes

  No

  N/A

• Female Locker Room

  Yes

  No

  N/A

• Associates Game Room

  Yes

  No

  N/A

• Associate smoking area

  Yes

  No

  N/A

• Security Guards' presence and alertness

  Yes

  No

  N/A

Exterior

• P3 Common Lobby

  Yes

  No

  N/A

• Main Entrance

  Yes

  No

  N/A

• Exit Driveway<br>

  Yes

  No

  N/A

• Receiving Area

  Yes

  No

  N/A

• Planting

  Yes

  No

  N/A

• External Lighting

  Yes

  No

  N/A

• Look for: Cleanliness, Maintenance, General Condition, Energy Conservation

• Security Guards' presence and alertness

  Yes

  No

  N/A

Car Park

• Look for: Cleanliness, Maintenance, General Condition, Energy Conservation

• Lift

  Yes

  No

  N/A

• Parking Lot

  Yes

  No

  N/A

• Stairs

  Yes

  No

  N/A

• Fire Extinguishers

  Yes

  No

  N/A

• Drivers Room & Surau

  Yes

  No

  N/A

• Security Guards' presence & alertness

  Yes

  No

  N/A

Lobby Level

• Look for: Cleanliness, Maintenance, General Condition, Level of Business, Staff presence, Staff attentiveness, Quality of food & beverage, Energy Conservation

• Yes

  No

  N/A

• Public Circulation

  Yes

  No

  N/A

• Reception

  Yes

  No

  N/A

• Front Desk copes and interacts well with guests. The Welcome is being practiced.

• THE WELCOME

• Know our guest (through technology and clues to deliver on brand Welcome Experience to the guests)

  Yes

  No

  N/A

• Engage our guest (using both Foundational and Memorable components of The Welcome to ensure that his/her stay exceeded expectations)

  Yes

  No

  N/A

• Connect with our guest based on reason for stay

  Yes

  No

  N/A

• THE FAREWELL

• Know our guest (through technology and clues to deliver a DEPARTURE EXPERIENCE guests will remember!)

  Yes

  No

  N/A

• Engage our guest (using both Foundational and Memorable components of The Farewell to ensure that his/her stay exceeded expectations)

  Yes

  No

  N/A

• Connect with our guest based on the experience he/she had with you to create loyalty beyond reason

  Yes

  No

  N/A

• Concierge

  Yes

  No

  N/A

• Restroom

  Yes

  No

  N/A

• Limousine Counter

  Yes

  No

  N/A

• Switchboard Room (take picture of entire switch board)

  Yes

  No

  N/A

• Check 2 Limousines, inside and outside.

  Select outside and inside clean driver is aware of guest info/flight Internet availlable/working collateral update/good condition

  • outside and inside clean
  • driver is aware of guest info/flight
  • Internet availlable/working
  • collateral update/good condition

• Driveway

  Yes

  No

  N/A

• Heart of House

  Yes

  No

  N/A

• Signage

  Yes

  No

  N/A

• Doorman presence and alertness

  Yes

  No

  N/A

• Safety Box Room

  Yes

  No

  N/A

• Light/ Scent/ Sound

  Yes

  No

  N/A

• Planting

  Yes

  No

  N/A

• Security presence and alertness

  Yes

  No

  N/A

Lobby

• Look for: Cleanliness, Maintenance, General Condition, Level of Business, Staff presence, Staff attentiveness, Quality of food & beverage, Energy Conservation

• Public Circulation

  Yes

  No

  N/A

• Restroom

  Yes

  No

  N/A

Level 7

• Look for: Cleanliness, Maintenance, General Condition, Staff attentiveness, Quality of food & beverage, Energy Conservation

• Public Circulation

  Yes

  No

  N/A

• Laundry

  Yes

  No

  N/A

P Level and Roof

• Look for: Check that areas panels are locked, store room doors are secured, lighting is minimized, Energy Conservation

• Electric Panels

  Yes

  No

  N/A

• Store Room

  Yes

  No

  N/A

• Lighting

  Yes

  No

  N/A

• Control Room

  Yes

  No

  N/A

• Duty Engineer

  Yes

  No

  N/A

MANAGER ON DUTY GUESTROOM CHECK LIST

• ROOM NUMBER# (first room out of 5)

  Sign

Guest Room Safety

• Door closing mechanism (does it close automatically when releasing the door?)

  Yes

  No

  N/A

• Emergency exit sign behind door

  Yes

  No

  N/A

• Safe Box (instruction and functional)

  Yes

  No

  N/A

• Peep hole (180* view)

  Yes

  No

  N/A

• Door lock

  Yes

  No

  N/A

Brand Assurance; 4 Deadly Sins

• Hair on bed

  Yes

  No

  N/A

• Trash in trash receptacles

  Yes

  No

  N/A

• Hair in tub

  Yes

  No

  N/A

• Mold

  Yes

  No

  N/A

Bed Room

• Appearance

  Yes

  No

  N/A

• Dust

  Yes

  No

  N/A

• Stains

  Yes

  No

  N/A

• Paintwork

  Yes

  No

  N/A

• Do not disturb

  Yes

  No

  N/A

• Electricity, Telephone System

  Yes

  No

  N/A

• Door bell

  Yes

  No

  N/A

• Door lock

  Yes

  No

  N/A

• Furniture

  Yes

  No

  N/A

• Upholstery

  Yes

  No

  N/A

• Drape and curtain

  Yes

  No

  N/A

• Mirror & Window glass

  Yes

  No

  N/A

• Carpet & Floor

  Yes

  No

  N/A

• Wall

  Yes

  No

  N/A

• Ceiling

  Yes

  No

  N/A

• Walk-in closet

  Yes

  No

  N/A

• Safety box functions

  Yes

  No

  N/A

Mini Bar & Coffee/ Tea Station

• Drink stock

  Yes

  No

  N/A

• Packing & Label

  Yes

  No

  N/A

• Expiry date

  Yes

  No

  N/A

• Fridge condition

  Yes

  No

  N/A

• Glassware

  Yes

  No

  N/A

• Bar supplies

  Yes

  No

  N/A

• Product listing Check

  Yes

  No

  N/A

• Fruit set up

  Yes

  No

  N/A

• Kettle

  Yes

  No

  N/A

• Coffee machine and supplies

  Yes

  No

  N/A

Bedding

• Mattress

  Yes

  No

  N/A

• Box Spring

  Yes

  No

  N/A

• Duvet Cover

  Yes

  No

  N/A

• Decorative pillows

  Yes

  No

  N/A

• Head board

  Yes

  No

  N/A

• Carpet beneath

  Yes

  No

  N/A

Supplies

• Stationary supplies

  Yes

  No

  N/A

• Directory of service

  Yes

  No

  N/A

• Magazines

  Yes

  No

  N/A

• Alarm clock set at 7am

  Yes

  No

  N/A

• Entertainment guide

  Yes

  No

  N/A

• Desk calendar

  Yes

  No

  N/A

• LAN cable

  Yes

  No

  N/A

• In-house promotion

  Yes

  No

  N/A

• In room dining

  Yes

  No

  N/A

• Note pad & pen at bedside

  Yes

  No

  N/A

• Note desk

  Yes

  No

  N/A

• Hangers

  Yes

  No

  N/A

• Clothes brush

  Yes

  No

  N/A

• Shoe horn

  Yes

  No

  N/A

• Emergency flash light

  Yes

  No

  N/A

• Newspaper

  Yes

  No

  N/A

• Fruit

  Yes

  No

  N/A

Bathroom

• Amenities supplies & set up

  Yes

  No

  N/A

• Towel supplies & condition

  Yes

  No

  N/A

• Hair dryer functioning

  Yes

  No

  N/A

• Wash basin

  Yes

  No

  N/A

• Shower cubicle faucet & Shower head

  Yes

  No

  N/A

• Bathtub

  Yes

  No

  N/A

• Toilet bowl

  Yes

  No

  N/A

• Mirror

  Yes

  No

  N/A

• Vanity counter

  Yes

  No

  N/A

• Vent & ceiling

  Yes

  No

  N/A

• Wall and Floor

  Yes

  No

  N/A

• Radio volume control

  Yes

  No

  N/A

• Flower

  Yes

  No

  N/A

F&B Venues

• Latest Recipe

  Yes

  No

  N/A

• Club lounge

  Yes

  No

  N/A

• Gastro at Sentral

  Yes

  No

  N/A

• Prime

  Yes

  No

  N/A

• Favola

  Yes

  No

  N/A

• Latitude

  Yes

  No

  N/A

SUGGESTIONS FOR BUILDING SERVICE CULTURE TO ENHANCE DELIVERY OF OUR CORE VALUES (EXCEPTIONAL, INDIGENOUS, EXPERIENCE) to guests

• PLACE "where" the guest/ associates experience service. 5 senses, on/off brand

  Yes

  No

  N/A

• Yes

  No

  N/A

• PEOPLE Associate through which service is delivered. Who's create the first & last impression, with interaction

  Yes

  No

  N/A

• Know our guest (through technology and clues to deliver on brand Welcome Experience to the guests)

  Yes

  No

  N/A

• Engage our guest (using both Foundational and Memorable components of The Welcome to ensure that his/her stay exceeded expectations)

  Yes

  No

  N/A

• Connect with our guest based on reason for stay

  Yes

  No

  N/A

• Know our guest (through technology and clues to deliver a DEPARTURE EXPERIENCE guests will remember!)

  Yes

  No

  N/A

• Engage our guest (using both Foundational and Memorable components of The Farewell to ensure that his/her stay exceeded expectations)

  Yes

  No

  N/A

• Connect with our guest based on the experience he/she had with you to create loyalty beyond reason

  Yes

  No

  N/A

Perimeter Check

• Cleanliness/orderliness - housekeeper remove the sofas cover at smoking are to wash

  Yes

  No

  N/A

• Any damage to walls/doors -

  Yes

  No

  N/A

• Promotional signages in order -

  Yes

  No

  N/A

• Ramps , cleanliness -

  Yes

  No

  N/A

General Comment

• Yes

  No

  N/A

GRANDE IDEA (simplified process):

• Yes

  No

  N/A

Before I go home

• Check 7th floor individual offices are shut and lock

  Yes

  No

  N/A

• Inform AM you are leaving - informed (FO) Dom (security)

  Yes

  No

  N/A