Le Meridien Kuala Lumpur MOD Report Copy

Information

Document No.
MOD started on
MOD ended on
Conducted by
Location: Le Meridien Kuala Lumpur.
MOD Instruction List
1. Get an IPAD ready prior to duty from duty manager.
2. Sunday's shift starts at 9.00am and finishes at 17.00pm.
3. A late evening inspection back of the house must be executed.
4. You must inspect rooms, including VIP arrival
5. Ensure to note down any incidents that happen during your MOD shift.
6. You are responsible to meet all VIP's that are coming to the hotel during your shift.
7. It is advisable to review the MOD report before you start.
8. You are not allowed to leave the hotel without the consent from the General Manager (exception for emergency).
9. The report has to be sent out to all excom and related department head at the end of your MOD duty shift.
10. Men must be in suit and tie during their MOD shift.
11. Ladies .must be in normal professional office attire.
12. If for some reason you cannot cover your shift, you must make prior arrangements to change the shift with a fellow colleague and report the changes to the General Manager for approval.
13. MOD replacement days will be compiled by the GM's secretary, valid for one month. Request to utilize the accumulated days is submitted to the GM's secretary to obtain GM's approval.
14. Return the MOD IPAD back to duty manager

Check In-The Welcome

Guest Service Agent Name

Foundational Welcome Components:

Departure date and room type confirmed?
Inquire about departure time?
Obtain passport or government ID?
Collect method of payment?
Notified that a receipt will be emailed
Gave key and proper key packet with rate written, not said loud
Delivered SPG appropriately based on membership

Memorable Welcome Components

Did associate ask the guest / uncover information about guest's reason for stay?
Did associate engage guest in at least one brand initiative based on reason for stay?
Did associate demonstrate on brand behaviors?

Coaching Moments

Overall was the check-in experience an interaction or transaction? What could have made it more personalized?
What information did the agent uncover about the guest that could lead to a potential opportunity to make the stay a personalized one? How was or should this have been capture in StarGuest?
Were there any other options the agent could have suggested based on reason for stay?
Was there an opportunity for the associate to be more on brand? Describe specific behavioral examples.
Overall did the agent Meet, Not Meet, or Exceed your expectations?
Why?
Why Not?

Internal Public Area Inspection

Internal Public Areas

Lobby level

1. Ash urns are clean and maintained?
2. Public area furniture clean and in good condition?
3. Security check point in good shape?
4. Plants are clean, fresh and free of debris, etc?
5. There were no fused bulbs in any of the public areas?
6. Ceilings and floors in good condition?
7. Public area sound system was on and music played at a comfortable level and choice of music appropriate and according to brand standard Nouvelle Vague?
8. Public area walls and wall paper / paint were not stained and have no scuff marks?
9. Digital signages and posters in public area were current and attractive?
10. There was adequate directional signage and they were clear and well maintained?
11. Entrance windows are clean and free of marks, hardprints, etc?
12. Port Cochere - Limo, Taxi and Staffing?

Lobby Level Toilets

1. Public toilets were fresh smelling?
2. Public toilets were relatively of a high standards of cleanliness and free of paper on floor or vanities?
3. Mirrors were clean and in good repair?
4. Lighting in toilets was good?
5. Trash receptacles and ashtrays were well maintained and not overly full?
6. There was a plant on the vanities?
7. Toilet doors were in good working condition, free of marks and stains?

Ballroom and Pre-Function

1. Public area sound system was on and music played at comfortable level and choice of music appropriate?
2. Public area walls and wall paper / paint were not stained and had no scuff marks?
3. Digital Signages and posters in public areas were current and attractive?
4. There was adequate directional and they were clear and well maintained?
5. Carpets are clean and in good condition?
6. Public toilets were fresh smelling?
7. Public toilets were relatively of a high standard of cleanliness and free of paper on floor or vanities?
8. Mirrors were clean and in good condition?
9. Lighting in toilets were good?
10. Trash receptacles and were well maintained and not overly full?
11. There was a plant on e vanities?
12. Toilets doors were in good working condition, free of marks and stains?
13. Public area furniture clean and in good condition?
14. Plants were clean, fresh and free of debris, etc?
15. There were no fused bulbs in any of the public areas?
16. Ceilings and floors in good condition?
17. Public area sound system was on and music played at a comfortable level and choice of music appropriate?
18. Public area walls and wallpaper / paint were not stained and had no scuff marks?
19. There was adequate directional signage and they were clear and well maintained?
20. Lift landing area is clean and free debris ?
21. Carpets were clean and in good condition?
22. Function rooms in good condition?

Swimming Pool area

1. Pool terrace clean and neat?
2. Lounge furniture was clean, neatly organized and free of dust?
3. Pool water was clear and refreshing?
4. Pool area garden is maintained and neatly manicured?
5. Fresh towels were available for guests?
6. Public toilets were fresh smelling?
7. Public toilets were relatively of a high standard of cleanliness and free of paper on floor or vanities?
8. Mirrors were clean and in good repair?
9. Music and TV in the pool bar?

Guest Lifts

1. Lift call buttons at floor landing were working properly?
2. Lift interior walls and mirrors were clean and free of damage?
3. No lift light bulbs were fused?
4. Floor condition of the lifts were clean and good condition?
5. All lift interior buttons were in proper working condition?
6. Lift floor signs were easy to read and accurate?
7. Lifts did not make any strange noise during operation?
8. Lift smell was pleasant and not offensive?
9. Lift doors open and closed properly?
General Comments on above if any
Photo attached

Sheraton Fitness inspection

Observation Day
Observation Date
Observation Time

Gym and Spa

1. The reception is always manned during operational hours, fresh towels and locker keys are readily available?
2. The fitness center has a minimum of one personal trainer per shift who can assist guest in the use of all exercise equipment and on the basics of a fitness program?
3. Towels available for use are clean and fresh smelling?
4. Locker rooms and lockers are clean, tidy, and in good working order, as well as relatively odor free?
5. Vanity counter is appropriately stocked with sanitized hair combs and brushes. Hair dryers are also available?
6. Music is on all the time?
7. No fitness equipment is out of order?
8. Weighing scale is in good working order?
General Comments on above if any
Photo attached

Staff Facilities

Staff Facilities Observation
Observation Date
Observation Time

Associate Dining

1. Based on your expectation, how would you rate the Quality of Food?
Reason for expectation not being met?
2. Based on your expectation, how would you rate the Variety of Food?
Reason for expectation not being met?
3. Cleanliness and condition of the Ceiling/HVAC/Vents/lLighting (all light bulbs must be functioning)?
4. Cleanliness and condition of the Walls/Doors/Windows/Artwork?
5. Cleanliness and condition of the Floor/Furniture/Fixtures/Equipment?
6. How was your overall dining experience?
Reason for expectation not being met?

Male Associates Locker Room

1. Cleanliness and condition of Washroom Walls/Doors/Windows/Artwork?
2. Cleanliness and condition of Washroom Ceiling/Vents/Lighting (All light bulb must be functioning)?
3. Cleanliness and condition of Washroom Floor/Fixtures/Furnitures/Equipment?
4. Cleanliness and condition of Lockers Walls/Doors/Windows/Artwork?
5. Cleanliness and condition of Lockers Ceiling/Vents/Lighting (All light bulb must be functioning)?
6. Cleanliness and condition of Lockers Floor/Fixtures/Furnitures/Equipment?

Female Associates Locker Room

1. Cleanliness and condition of Washroom Walls/Doors/Windows/Artwork?
2. Cleanliness and condition of Washroom Ceiling/Vents/Lighting (All light bulb must be functioning)?
3. Cleanliness and condition of Washroom Floor/Fixtures/Furnitures/Equipment?
4. Cleanliness and condition of Lockers Walls/Doors/Windows/Artwork?
5. Cleanliness and condition of Lockers Ceiling/Vents/Lighting (All light bulb must be functioning)?
6. Cleanliness and condition of Lockers Floor/Fixtures/Furnitures/Equipment?

Food & Beverage Activities

Food and Beverage Activities report
Observation Date

Latitude

Meal Period :
Observation time
Pax
Comments
Meal Period :
Observation time
Pax
Comments

Latest Recipe

Meal Period :
Observation time
Pax
Comments
Meal Period :
Observation time
Pax
Comments
Meal Period :
Observation time
Pax
Comments

Club Lounge

Meal Period :
Observation time
Pax
Comments
Meal Period :
Observation time
Pax
Comments

Gastro

Meal Period :
Observation time
Pax
Comments
Meal Period :
Observation time
Pax
Comments
Meal Period :
Pax
Comments

Favela

Meal Period :
Pax
Comments
Meal Period :
Pax
Comments
Meal Period :
Pax
Comments

Patio

Meal Period :
Pax
Comments
Meal Period :
Pax
Comments
Meal Period :
Pax
Comments

Prime

Meal Period :
Pax
Comments
Meal Period :
Pax
Comments
Meal Period :
Pax
Comments
Meal Period :
Pax
Comments

A. Risers Inspection

A. Risers Inspection
Observation Date and Time
Inspect the following areas and make comments when necessary. If all is normal, mark OK

Floor....

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

Floor ...

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

Floor...

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

Floor...

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

Floor ...

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

Floor 9

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

Level 7

All Risers - Corridors / Pantries
Guest and Service Lift
Emergency Stairs East side
Emergency Stairs West side

P1, P2, P3 and Surau

All Risers - Corridors / Pantries
Guest and Service Lift
Surau condition?
Emergency Stairs

B. Fire Safety Inspection

B. Fire Safety Inspection
Observation Date and Time
Inspect the following areas and make comments when necessary. If all is normal, mark OK

Floor ...

Fire Exit Door
Break Glass (Manual Pull)
Hose Reel & Sign
Fire Extinguisher & Sign

Kitchen

Break Glass (Manual Pull)
Hose Reel & Sign
Fire Extinguisher & Sign
Emergency Lights Illuminate (test as necessary)

C. Car Park / Public Areas

Observation Date and Time
Inspect the following areas and make comments when necessary. If all is normal, mark OK

Car Park Guest and Associates

Security Guard
Parking Lane Paint
Lighting
Plants
Sidewalk
Drainage
Gate Exit

Port Cochere .Front Hotel Entrance

Driveway Slate Tiles
Parking Lane Paint
Lighting
Plants
Signage
Trash Recepticles
Valet Desk
Trash Recepticles
Driveway Entrance / Exit

Deluxe/Premium Room Inspection

Deluxe/Premium Room Inspection
Room Number

GUEST ROOM

1. Door/Entryway

1. Visually inspect door and door hardware for residue/damage
2. Electronic make up & DND signage
3. Check for damage due to locking device (i.e. U-Bolt)
4. Entrance master switches
5. Entrance door stopper
6. Evacuation plan / emergency plan
7. Check for residue by door viewer
8. Visually inspect ceiling vent for dust/damage
9. Visually inspect the entrance ceiling, floor, and walls for any visual deficiencies
Close the bathroom door and be advise to inspect the bathroom last

2. Closet / Wardrobe

12. Check doors are on track or open & close properly
13. Wardrobe inside / bar / lamp
14. Check all shelves (starting at the bottom shelf and working up) for dust/debris by running a flat hand over the surface
15. Extra pillow / blanket
16. 6 non clip & 4 clip hangers. Visually inspect all hangers - ensure there are no cleanliness or condition issue (damage, heavy dust, etc)
17. 1 bathrobe with hanger
18. Check walls for scuff marks/hanger marks,etc.
19. Lift iron to check for water and visually inspect conditions of iron and ironing board
20. Tray, 2 laundry list & 2 laundry bag
21. Shoe basket, shoe shine notes, shoe mitt and 2 slippers. Visually check basket for dust.
22. Verify safe is unlocked and check cleanliness/condition of safe sticker, tent card and elsafe protector
23. Pick up hair dryer inside bag in the drawer - check for lint, dust and condition issue. check sticker hair dryer

3. Artwork and mirrors

Should be inspected throughout the guestroom walk, according to the clockwise direction
24. Visually inspect all picture frame glass and mirrors for soil or smudges. Mirrors and artwork should be "streak-free".
25. Run hands along the top of all frames to check for dust. This should only be done if the inspector can reach the top of the frame without assistance / standing on other furniture.

4. Minibar Area

26. Check for any cleanliness and condition issues in the refreshment area. Do not move the coffee pot, tray, or ice bucket.
27. Run hands along top surface to check for dust.
28. Minibar tray & pricing list
29. Minibar snack?
30. 2 high bowl glasses & 2 coasters
32. Verify cleanliness and condition for all glassware. Clear glasses: Visually look at all glasses and pick up only one to check more thoroughly.
34. Tefal / kettle
35. Ice tray, bucket & ice tong inside?
36. 2 pcs of paper napkin & 2 stirrer
37. 2 glasses with coaster
38. Open refreshment center door and visually check all areas (including seams) for residue, mold, and conditions issues.

5. Air Conditioner (AC)

40. Fan set up lower position (1) and Thermostat at 22 degree
41. Visually inspect AC grill for cleanliness and conditions issue

6. Luggage Rack

42. Luggage rack protector, carpet & wooden cabinet. Check for damage.

7. Dresser

43. Turn on TV - verify functionality of remote and TV. This should be done standing next to the bed in approximately the same area a guest in bed would use the remote.
44. Television in low volume and showing SPG channel at 1st power on
45. Visually inspect picture for cleanliness - TV should be "streak-free".
46. Test five channels for the quality of the picture (Conditions)
47. Sweep hand on top of TV and TV base (if applicable) for dust
48. Check for dust on top surface of the dresser by visual check.
49. Open all drawers in dresser (starting at the bottom drawer and working up) and run hand over the base of every drawer present (along all four sides and the center) to verify for dust using a flat palm and all fingers.
50. If dresser not wall mounted against the wall - check behind dresser for debris
51. Check all present collateral for Cleanliness and Conditions

8. Desk/Desk Chair

52. Check for dust on top surface of the desk. - If the desk is glass then visually check. - if the desk is not glass then physically check (with full palm)
53. Compendium Hotel, IRD menu, notepad & pen and ashtray for smoking room
54. Check all collateral for cleanliness and conditions. It is acceptable to lift up the collateral. - Flip through pages of the collateral. - If collateral is damaged or written out, conditions considered not compliance.
55. Verify functionality of telephone receiver and speaker button.
56. Check phone for Cleanliness and Conditions issues (i.e. Residue on receiver, discolored handset, broken cord)
57. Open drawer (if applicable) run handover the base (along all four sides and the center) to verify dust using flat palm and all fingers.
59. Visually check for dust on chair frame/legs.
60. Visually check desk and desk chair for Conditions issues.

9. Wastebasket/Recycling Bin

61. Look inside for items/debris.
62. Pick up wastebasket and recycling bin to inspect all sides for Cleanliness/Condition issues.
63. If liner is damaged, Conditions is considered non compliance. (Do not remove the liner and look underneath)

10. Coffee tea facilities

64. Check for any cleanliness and condition issues in the coffee tea facilities
65. Coffee maker / plunger
66. Look inside coffee maker and lift up filter basket and look inside ice bucket to inspect for Cleanliness and Conditions
67. 2 mugs, 2 premium coffees
68. Verify cleanliness and condition for all glassware. Non clear glasses/mugs: pick up and inspect all glasses.
69. 2 teaspoons, 4 napkins
70. Coffee tea container with: 2 english breakfast tea, 2 mint tea, 4 diet sugars, 4 white sugar, 4 creamer. Check for an expired "use by" date
71. Remove all condiments from the caddy to observe for cleanliness issue (sugar granules, etc) and conditions. Do not replace the packets once you have evaluated the caddy.
72. 2 mineral water with tag

11. Lounge Chair/Ottoman/Sofa/Sofa bed

73. Visually check lounge chair/ottoman/sofa for cleanliness/conditions
74. Lift all cushions to check for Cleanliness and Conditions. Check for debris/garbage. Any garbage found under the cushion would be a Housekeeping deadly sin
75. Visually inspect ottoman and move to check for debris behind / underneath.
76. Check wall behind lounge chair and couch for Conditions. This check should be done without moving the couch or lounge chair.
77. Wooden round table & glass

12. Lighting

78. All lamps must be turned on and functioning (if the lamp is unplugged or the light bulb is unscrewed - this condition is non compliance)
79. Visually inspect light bulbs for dust
80. Visually inspect all sides of the lampshades for conditions issue (i.e. Deterioration, discoloration, and/or cracks).
81. Visually inspect base of lamp for dust

13. Windows/Window Treatments/Patio Doors

82. Close and re-open each layer of the drapes and sheers to check functionality, as well as check for damage/snags/thinning/stains - check both front and back. check behind the curtains for Cleanliness / Conditions.
83. Check for damaged seals (cloudy windows/doors)
84. Run hand along the full length of the windows sill to check for dust - if accessible. - All full length panels should be inspected visually.
85. Visually inspect tracks for dead insects/debris
86. Visually check the interior of all windows/doors to ensure they are "streak-free".
87. Verify functionality of patio doors (if present) also confirm that decal distraction patterns are not peeling (Conditions)
88. Take a moment to scan the room ceiling, carpet and walls for any visual deficiencies

14. Night Stand/Bedside Table

89. Lift up and flip through all collateral to check for cleanliness/conditions.
90. Open drawers - run hand over the base (all four sides and the center) of all drawers to verify for dust using flat palm and all fingers.
91. Telephone, notepad & pen. Verify functionality of the telephone receiver and speaker button.
92. Check phone for Cleanliness and Conditions issues (i.e. Residue on receiver, discolored handset, broken cord).
93. Channel program & remote control
94. Clock / telephone book, COFC flyer
95. Door knob menu in other bedside table
96. Visually identify any conditions issues on the nightstand/bedside table

15. Bedding/Headboard

97. Visually inspect bed, pillows, bed skirt, and duvet for cleanliness and conditions.
98. Stand on the side of the bed furthest away from the window. Look under and around bed for debris; lift bed skirt.
99. Headboard lamps
100. 2 Down Feather Pillows (Top Side), 2 Synthetic Pillows(Bottom side). Pick up and roll pillows, one at a time to check both sides and then place them at the foot of the bed (stack one on top of the other).
101. Duvet cover (Check "S" crescent orientation) & green program card
102. Lift duvet, scan for deficiencies, fold in half on top of itself and then on top of the pillows.
103. Lift top sheet, scan for deficiencies, fold in half on top of itself and then on top of the pillows.
104. Pull the bottom sheet tight and verify for any visual deficiencies (Cleanliness/Conditions). Confirm that no hair is observed up until this point.
105. Run hand across the top of the headboard on the side where you are standing to check for dust

BATHROOM

1. Door/Entryway

106. Open bathroom door. Prior to entering the bathroom, stand on threshhold and inspect the ceiling, vents, and floor.
107. Visually inspect door and door hardware for residue/damage (front and back)
108. Close door and inspect floor behind the door for cleanliness/Conditions.

2. Vanity/Mirror/Make-up mirror/Washbasin area

109. Verify cleanliness and condition of any glassware. Visually inspect all glasses and pick up only one to check more thoroughly.
111. Physically sweep vanity top into sink to check for Cleanliness
112. Soap dish with small soap, 2 glass with coaster, 2 mineral water with 2 tags
113. Amenity tray with shampoo, conditioner, body lotion, shower gel, shower cap, sanitary, vanity kit, 2 toothbrushes, Nourish mouthwash (except 15 & 14flr)
114. Tissue box & tissue papers, ashtray for smoking room
115. Lift up amenity tray, soap and soap dish, glasses and tissue box. Visually inspect vanity, basin and fixture for Cleanliness and Condition issues.
116. Handtowel
117. 2 toilet tissue rolls
118. Check mirror to ensure "streak-free". Additionally, check light to ensure it is functioning.

3. Wastebasket

119. Look inside waste basket for items/debris and inspect all sides for residue/Conditions
120. Check area behind and around wastebasket (wall and floor)

4. Toilet

121. Run hand on top of tank (if applicable) to check for dust/debris.
122. Lift up lid and seat to inspect rim - check for loose seat.
123. Inspect toilet bowl. Visually audit the base of the toilet for cleanliness issue (residue) and Conditions issue (bolt/screws caps missing)
124. Visually inspect around base of toilet (silicon/grout/etc).

5. Terry (Bath, hand towels, face cloth & bath mat) and Towel Rack

125. Visually check all terry for Cleanliness and Condition - Bathtowel hang on the shower handle - Bathtowel on the rack - Handtowel on the towel rack bar - 1 bath mat on the bathtub
126. Verify that towel rack/shelf is in good condition

6. Shower

127. Visually inspect shower for Cleanliness and Conditions
128. Visually check soap dish for Cleanliness and Conditions.
129. Physically spot check one area of shower floor for Cleanliness.
130. Inspect shower door hinges, glass and frame. Ensure that the glass door is free of streaks and smudges.
131. Check all hardware and fixture for Cleanliness and Conditions. It is acceptable to step into a walk-in shower if necessary to do so.

7. Bathtub

132. Visually inspect bathtub for Cleanliness and Conditions
133. Visually check soap dish for Cleanliness and Conditions.
134. Physically spot check one area of bathtub floor for Cleanliness.
135. Clothline
136. Check all hardware and fixtures for Cleanliness and Conditions.
137. Balcony glass door & door lock if any
138. Balcony floor & fences if any
General comments on above if any
Photo attached

Club Room Inspections

Club Room Inspection
Room Number

1. Door/Entryway

1. Visually inspect door and door hardware for functionality, residue or damage
2. Electronic make up & DND signage
3. Check for damage due to locking device (i.e. U-Bolt)
4. Entrance master switches
5. Entrance door stopper
6. Evacuation plan / emergency plan
7. Check for residue by door viewer
8. Visually inspect ceiling vent for dust/damage
9. Visually inspect the entrance ceiling, floor, and walls for any visual deficiencies
Close the bathroom door and be advise to inspect the bathroom last

2. Closet / Wardrobe

12. Check doors are on track or open & close properly
13. Wardrobe inside / bar / lamp
14. Check all shelves (starting at the bottom shelf and working up) for dust/debris by running a flat hand over the surface
15. Extra pillow / blanket
16. 6 non clip & 4 clip hangers. Visually inspect all hangers - ensure there are no cleanliness or condition issue (damage, heavy dust, etc)
17. 1 bathrobe with hanger
18. Check walls for scuff marks/hanger marks,etc.
19. Lift iron to check for water and visually inspect conditions of iron and ironing board
20. Tray, 2 laundry list & 2 laundry bag
21. Shoe basket, shoe shine notes, shoe mitt and 2 slippers. Visually check basket for dust.
22. Verify safe is unlocked and check cleanliness/condition of safe sticker, tent card and elsafe protector
23. Pick up hair dryer inside bag in the drawer - check for lint, dust and condition issue. check sticker hair dryer
24. Shopping bag inside drawer
25. Weighing scale under drawer

3. Artwork and mirrors

Should be inspected throughout the guestroom walk, according to the clockwise direction
24. Visually inspect all picture frame glass and mirrors for soil or smudges. Mirrors and artwork should be "streak-free".
25. Run hands along the top of all frames to check for dust. This should only be done if the inspector can reach the top of the frame without assistance / standing on other furniture.

4. Minibar Area

26. Check for any cleanliness and condition issues in the refreshment area. Do not move the coffee pot, tray, or ice bucket.
27. Run hands along top surface to check for dust.
28. Minibar tray & pricing list
29. Minibar snack contain of O'tori snacks, chocolate (silver queen or others), Mr. P, Noodles. Check expiry.
30. 2 old fashion & 2 coasters
31. 2 beer glasses & 2 coasters
32. Verify cleanliness and condition for all glassware. Clear glasses: Visually look at all glasses and pick up only one to check more thoroughly.
33. 2 Bottles mineral water 1.5L with 2 tag
34. Tefal / kettle
35. Ice tray, bucket & ice tong inside?
36. 2 pcs of paper napkin & 2 stirrer
37. 2 Rock glasses with coaster
38. Open refreshment center door and visually check all areas (including seams) for residue, mold, and conditions issues.
39. Refrigerator content: 2 Heineken, 2 bintang, 2 cola, 2 diet, 2 sprite, 1 krating daeng, 1 UC1000, 2 Equil Water, 2 Equil Sparkling. (Check for Expiry)

5. Air Conditioner (AC)

40. Fan set up lower position (1) and Thermostat at 22.5 degree
41. Visually inspect AC grill for cleanliness and conditions issue

6. Luggage Rack

42. Luggage rack protector, carpet & wooden cabinet. Check for damage.

7. Dresser

43. Turn on TV - verify functionality of remote and TV. This should be done standing next to the bed in approximately the same area a guest in bed would use the remote.
44. Television in low volume and showing SPG channel at 1st power on
45. Visually inspect picture for cleanliness - TV should be "streak-free".
46. Test five channels for the quality of the picture (Conditions)
47. Sweep hand on top of TV and TV base (if applicable) for dust
48. Check for dust on top surface of the dresser by visual check.
49. Open all drawers in dresser (starting at the bottom drawer and working up) and run hand over the base of every drawer present (along all four sides and the center) to verify for dust using a flat palm and all fingers.
50. If dresser not wall mounted against the wall - check behind dresser for debris
51. Check all present collateral for Cleanliness and Conditions

8. Desk/Desk Chair

52. Check for dust on top surface of the desk. - If the desk is glass then visually check. - if the desk is not glass then physically check (with full palm)
53. Compendium Hotel, IRD menu, notepad & pen and ashtray for smoking room
54. Check all collateral for cleanliness and conditions. It is acceptable to lift up the collateral. - Flip through pages of the collateral. - If collateral is damaged or written out, conditions considered not compliance.
55. Verify functionality of telephone receiver and speaker button.
56. Check phone for Cleanliness and Conditions issues (i.e. Residue on receiver, discolored handset, broken cord)
57. Open drawer (if applicable) run handover the base (along all four sides and the center) to verify dust using flat palm and all fingers.
58. Inside Drawer : Al Qur'an, Bible, 2 letterheads, 2 envelopes, 1 guestcom
59. Visually check for dust on chair frame/legs.
60. Visually check desk and desk chair for Conditions issues.

9. Wastebasket/Recycling Bin

61. Look inside for items/debris.
62. Pick up wastebasket and recycling bin to inspect all sides for Cleanliness/Condition issues.
63. If liner is damaged, Conditions is considered non compliance. (Do not remove the liner and look underneath)

10. Coffee tea facilities

64. Check for any cleanliness and condition issues in the coffee tea facilities
65. Coffee maker / plunger
66. Look inside coffee maker and lift up filter basket and look inside ice bucket to inspect for Cleanliness and Conditions
67. 2 mugs, 2 premium coffees
68. Verify cleanliness and condition for all glassware. Non clear glasses/mugs: pick up and inspect all glasses.
69. 2 teaspoons, 4 napkins
70. Coffee tea container with: 2 english breakfast tea, 2 mint tea, 4 diet sugars, 4 white sugar, 4 creamer. Check for an expired "use by" date
71. Remove all condiments from the caddy to observe for cleanliness issue (sugar granules, etc) and conditions. Do not replace the packets once you have evaluated the caddy.
72. 2 mineral water with tag

11. Lounge Chair/Ottoman/Sofa/Sofa bed

73. Visually check lounge chair/ottoman/sofa for cleanliness/conditions
74. Lift all cushions to check for Cleanliness and Conditions. Check for debris/garbage. Any garbage found under the cushion would be a Housekeeping deadly sin
75. Visually inspect ottoman and move to check for debris behind / underneath.
76. Check wall behind lounge chair and couch for Conditions. This check should be done without moving the couch or lounge chair.
77. Wooden round table & glass

12. Lighting

78. All lamps must be turned on and functioning (if the lamp is unplugged or the light bulb is unscrewed - this condition is non compliance)
79. Visually inspect light bulbs for dust
80. Visually inspect all sides of the lampshades for conditions issue (i.e. Deterioration, discoloration, and/or cracks).
81. Visually inspect base of lamp for dust

13. Windows/Window Treatments/Patio Doors

82. Close and re-open each layer of the drapes and sheers to check functionality, as well as check for damage/snags/thinning/stains - check both front and back. check behind the curtains for Cleanliness / Conditions.
83. Check for damaged seals (cloudy windows/doors)
84. Run hand along the full length of the windows sill to check for dust - if accessible. - All full length panels should be inspected visually.
85. Visually inspect tracks for dead insects/debris
86. Visually check the interior of all windows/doors to ensure they are "streak-free".
87. Verify functionality of patio doors (if present) also confirm that decal distraction patterns are not peeling (Conditions)
88. Take a moment to scan the room ceiling, carpet and walls for any visual deficiencies

14. Night Stand/Bedside Table

89. Lift up and flip through all collateral to check for cleanliness/conditions.
90. Open drawers - run hand over the base (all four sides and the center) of all drawers to verify for dust using flat palm and all fingers.
91. Telephone, notepad & pen. Verify functionality of the telephone receiver and speaker button.
92. Check phone for Cleanliness and Conditions issues (i.e. Residue on receiver, discolored handset, broken cord).
93. Channel program & remote control
94. Clock / telephone book, COFC flyer
95. Door knob menu in other bedside table
96. Visually identify any conditions issues on the nightstand/bedside table

15. Bedding/Headboard

97. Visually inspect bed, pillows, bed skirt, and duvet for cleanliness and conditions.
98. Stand on the side of the bed furthest away from the window. Look under and around bed for debris; lift bed skirt.
99. Headboard lamps
100. 2 Down Feather Pillows (Top Side), 2 Synthetic Pillows(Bottom side). Pick up and roll pillows, one at a time to check both sides and then place them at the foot of the bed (stack one on top of the other).
101. Duvet cover (Check "S" crescent orientation) & green program card
102. Lift duvet, scan for deficiencies, fold in half on top of itself and then on top of the pillows.
103. Lift top sheet, scan for deficiencies, fold in half on top of itself and then on top of the pillows.
104. Pull the bottom sheet tight and verify for any visual deficiencies (Cleanliness/Conditions). Confirm that no hair is observed up until this point.
105. Run hand across the top of the headboard on the side where you are standing to check for dust

BATHROOM

1. Door/Entryway

106. Open bathroom door. Prior to entering the bathroom, stand on threshhold and inspect the ceiling, vents, and floor.
107. Visually inspect door and door hardware for residue/damage (front and back)
108. Close door and inspect floor behind the door for cleanliness/Conditions.
109. Bathrobe with hanger at the back door

2. Vanity/Mirror/Make-up mirror/Washbasin area

110. Verify cleanliness and condition of any glassware. Visually inspect all glasses and pick up only one to check more thoroughly.
111. Physically sweep vanity top into sink to check for Cleanliness
112. Soap dish with small soap, 2 glass with coaster, 2 mineral water with 2 tags
113. Amenity tray with shampoo, conditioner, body lotion, shower gel, shower cap, sanitary, vanity kit, 2 toothbrushes, Nourish mouthwash and body scrub.
114. Tissue box & tissue papers, ashtray for smoking room
115. Lift up amenity tray, soap and soap dish, glasses and tissue box. Visually inspect vanity, basin and fixture for Cleanliness and Condition issues.
116. Handtowel in ring
117. 2 toilet tissue rolls
118. Check mirror to ensure "streak-free". Additionally, check light to ensure it is functioning.

3. Wastebasket

119. Look inside waste basket for items/debris and inspect all sides for residue/Conditions
120. Check area behind and around wastebasket (wall and floor)

4. Toilet

121. Run hand on top of tank (if applicable) to check for dust/debris.
122. Lift up lid and seat to inspect rim - check for loose seat.
123. Inspect toilet bowl. Visually audit the base of the toilet for cleanliness issue (residue) and Conditions issue (bolt/screws caps missing)
124. Visually inspect around base of toilet (silicon/grout/etc).

5. Terry (Bath, hand towels, face cloth & bath mat) and Towel Rack

125. Visually check all terry for Cleanliness and Condition - Bathtowel hang on the shower handle - Bathtowel on the rack - Handtowel on the towel rack bar - 1 bath mat on the bathtub
126. Verify that towel rack/shelf is in good condition

6. Shower

127. Visually inspect shower for Cleanliness and Conditions
128. Visually check soap dish for Cleanliness and Conditions.
129. Physically spot check one area of shower floor for Cleanliness.
130. Inspect shower door hinges, glass and frame. Ensure that the glass door is free of streaks and smudges.
131. Check all hardware and fixture for Cleanliness and Conditions. It is acceptable to step into a walk-in shower if necessary to do so.

7. Bathtub

132. Visually inspect bathtub for Cleanliness and Conditions
133. Visually check soap dish for Cleanliness and Conditions.
134. Physically spot check one area of bathtub floor for Cleanliness.
135. Clothline
136. Check all hardware and fixtures for Cleanliness and Conditions.
137. Balcony glass door & door lock if any
138. Balcony floor & fences if any
General comments on above if any
Photo attached

Suite Room Inspections

Suite Room Inspection
Room Number

Entrance Door

1. Entrance door & frame
2. Entrance door bell
3. Electronic make up & DND signage
4. Entrance door security latch
5. Entrance master switches
6. Entrance door stopper
7. Evacuation plan / emergency plan
8. Peephole / door viewer
9. Ceiling entrance / manhole
10. Ceiling entrance corniche
11. Ceiling entrance lamp
12. Wallpaper entrance
13. Wooden skirting entrance
14. Marble floor entrance

Toilet Room

15. Door & Frame
16. Ceiling lamps, mirror, washbasin & taps
17. Box & tissue paper, soap & dish, 2 face towel, 1 toilet roll & waste bin
18. Towel, 1 toilet roll & waste bin
19. Toilet bowl, wall and floor

Kitchen areas

20. Door & Frame
21. Wall & Floor
22. Sink & Counter
23. Cabinet, drawer & telephone
24. Waste Bin

Minibar Area

25. Minibar marble counter / lamp
26. Minibar mirror / shelving
27. Minibar tray & pricing list
28. Minibar snack contain of potato, chocolate (silver queen or others), Mr. P, Noodles. Check expiry.
29. 2 old fashion & 2 coasters
30. 2 beer glasses & 2 coasters
31. 2 Bottles mineral water 1.5L with 2 tag
32. Tefal / kettle
33. Ice tray, bucket & ice tong inside?
34. 2 pcs of paper napkin & 2 stirrer
35. 2 Rock glasses with coaster
36. 2 bottles mineral water with tag price
37. Refrigerator content: 2 Heineken, 2 bintang, 2 cola, 2 diet coke, 2 sprite, 1 krating daeng, 1 UC1000, 2 Equil Water, 2 Equil Sparkling. (Check Expiry)

Air Conditioner (AC)

38. Fan set up lower position (1) and Thermostat at 22.5 degree
39. AC grill
40. Hanging Lamp
41. Dining table and chairs
42. Oval table glass, ashtray and magazine
43. 2 / 3 sweater sofas and single sofa
44. Sofa side table & lamp
45. Wireless telephone
46. Notepad and pen

Television

47. Television in low volume and showing SPG channel at 1st power on
48. TV, wooden armoir or cabinet & lamp
49. TV channel list & remote control
50. Coat Stand

Writing Desk

51. Pictures / painting
52. Writing desk lamp
53. Writing desk glass
54. Electrical Box & Plug and Play card
55. Compendium Hotel, IRD menu, telephone, notepad & pen and ashtray for smoking room
56. Writing desk wooden/Cabinet/Drawers
57. Inside Drawer : Al Qur'an, Bible, 2 letterheads, 2 envelopes, 1 guestcom
58. Chair
59. Waste Bin (Sticker Recycle & Trash)

Coffee tea facilities

60. Coffee maker / plunger
61. 2 mugs, 2 premium coffees
63. 2 teaspoons, 4 napkins
64. Coffee tea container with: 2 english breakfast tea, 2 mint tea, 4 diet sugars, 4 white sugar, 4 creamer
65. 4 or more for premium suite mineral water with tag

Balcony

66. Balcony door glass
67. Balcony door lock
68. Balcony fences and floors
69. Balcony light and pot plants
70. Balcony rattan table and chairs

Curtains

71. Curtain / vitras
72. Curtain rails, hooks & frames
73. Window glass, frame & board
74. Standing Lamp
75. Sofa & Ottoman
76. Wooden round table & glass
77. Pot & Plant

Bedside Table

78. Telephone, notepad & pen
79. Channel program & remote control
80. Clock / telephone book, COFC flyer
81. Door knob menu in other bedside table

Beds

82. Bed mirrors
83. Bed headboard
84. Headboard lamps
85. 2 Down Feather Pillows (Top Side), 2 Synthetic Pillows(Bottom side)
86. Duvet cover (Check "S" crescent orientation) & green program card
87. Bed sheets, bed skirt
88. Painting

Bedroom Surroundings

89. Carpets
90. Wooden skirting
91. Wallpapers bedroom
92. Corniche ceiling & Drop ceiling

Closet / Wardrobe

93. Wardrobe door / door glass
94. Wardrobe inside / bar / lamp
95. Extra pillow / blanket
96. 6 non clip & 4 clip hangers
97. 1 bathrobe with hanger
98. Iron, holder, & iron board
99. Tray, 2 laundry list & 2 laundry bag
100. Shoe basket, shoe shine notes, shoe mitt and 2 slippers
101. Elsafe with sticker at front & tent card and elsafe protector
102. Hair dryer inside bag in the drawer & sticker hair dryer
103. Shopping bag inside drawer
104. Weighing scale

Luggage Rack

105. Luggage rack protector, carpet and wooden cabinet

Bathroom

106. Bathroom door panel & frames
107. Bathroom door hook at back of the door
108. Bathrobe with hanger at the back door

Washbasin area

109. Washbasin lamp & ceiling lamp
110. Magnifying mirror
111. Washbasin & marble counter
112. Washbasin taps, water stopper
113. Washbasin grouting
114. Soap dish with small soap, 2 glass with coaster, 2 mineral water with 1 tag
115. Amenity tray with shampoo, conditioner, body lotion, shower gel, mouthwash, shower cap, sanitary, cotton pad, sewing kit, shaving & cream,, 2 toothbrushes, body sponge
116. Tissue box & tissue papers, ashtray
117. Handtowel in ring
118. 2 toilet tissue rolls
119. Waste bin
120. Bath Rug
121. Toilet bowl body & inside
122. Bidet, taps, & stopper

Shower

123. Shower lamp / shower exhaust
124. Shower glass, shower wall & grouting
125. Shower grab bar, shower head & taps
126. Shower floor & drainage & soap
127. Bathtowel hang on the shower handle
128. Bath mat in front of shower

Bathtub

129. Bathtub lamp
130. Clothline
131. Bathtowel on the rack
132. Handtowel on the towel rack bar
133. Bathtub & grouting
134. Bathtub taps, hand shower, stopper
135. Bathtub grab bar
136. 1 bathmat on the bathtub
137. Ceiling bathroom / mainhole
138. Bathroom wall / mirror
139. Bathroom marble floor
140. Jacuzzi for Executive suite, Royal suite, Presidential Suite
General comments on above if any
Photo attached

Incidents

Document any incidents that occurred during your MOD shift
Incident Date
Incident Time
Incidents Detail Cronology
Add media

Check Out - The Farewell

Guest Service Agent Name

The Farewell Foundational Components:

Inquire about the stay & took responsibility for any additional request or issue
Verify charges & payment before issuing final invoice (confirm UNICEF donation)
Thanked for staying & extend invitation to return
Offered to assists with transition to what's next (store or retrieve luggage, directions, transport to airport, etc)
Acknowledge SPG status appropriately based on membership and guest experience
Associate demonstrated Service Model Basic's (name usage, smile, empathy)
If there was service interruption, did the agent follow the steps of service recovery as outlined in brand standards?

The Farewell Memorable Components:

Did associate mention or ask the guest something about the experience he/she just had with us?
Did associate engage the guest in thoughtful/caring question(s) to uncover more about the stay the guest just had with us?
Did associate connect with the guest in a way that connected back to the experience the guest had with one of our brand initiatives or stay that the guest just had with us?

Coaching Moments:

Overall was The Farewell experience an interaction or a transaction? What could have made it more personalized?
What information did the agent share that connected with the guest based on the experience he/she just had with us? If not mentioned, was the opportunity there? How could it have sounded different?
Was there a clue that the guest sent through body language, tone, or words that the agent missed? What was it and why do you think it is important that the agent look for that type of clue? (i.e. potential unresolved problem, opportunity to make the lasting impression more memorable)
Was there an opportunity for the associate to be more on brand? What about fundamental service basics, such as name usage, smile, empathy, genuine care? Describe specific behavioral examples.
Overall did the agent Meet, Not Meet, or Exceed the guest's expectations?
Why?
Why Not?
What do you think the rating would be on GEI from this guest in regards to his/her check-out experience based on The Farewell you just observed?

Closing Summary

Overall MOD Comments Summary
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Foundational Welcome Components:

Memorable Welcome Components

Coaching Moments

Internal Public Areas

Lobby level

Lobby Level Toilets

Ballroom and Pre-Function

Swimming Pool area

Guest Lifts

Gym and Spa

Associate Dining

Male Associates Locker Room

Female Associates Locker Room

Latitude

Latest Recipe

Club Lounge

Gastro

Favela

Patio

Prime

Floor....

Floor ...

Floor...

Floor...

Floor ...

Floor 9

Level 7

P1, P2, P3 and Surau

Floor ...

Kitchen

Car Park Guest and Associates

Port Cochere .Front Hotel Entrance

GUEST ROOM

1. Door/Entryway

2. Closet / Wardrobe

3. Artwork and mirrors

4. Minibar Area

5. Air Conditioner (AC)

6. Luggage Rack

7. Dresser

8. Desk/Desk Chair

9. Wastebasket/Recycling Bin

10. Coffee tea facilities

11. Lounge Chair/Ottoman/Sofa/Sofa bed

12. Lighting

13. Windows/Window Treatments/Patio Doors

14. Night Stand/Bedside Table

15. Bedding/Headboard

BATHROOM

1. Door/Entryway

2. Vanity/Mirror/Make-up mirror/Washbasin area

3. Wastebasket

4. Toilet

5. Terry (Bath, hand towels, face cloth & bath mat) and Towel Rack

6. Shower

7. Bathtub

1. Door/Entryway

2. Closet / Wardrobe

3. Artwork and mirrors

4. Minibar Area

5. Air Conditioner (AC)

6. Luggage Rack

7. Dresser

8. Desk/Desk Chair

9. Wastebasket/Recycling Bin

10. Coffee tea facilities

11. Lounge Chair/Ottoman/Sofa/Sofa bed

12. Lighting

13. Windows/Window Treatments/Patio Doors

14. Night Stand/Bedside Table

15. Bedding/Headboard

BATHROOM

1. Door/Entryway

2. Vanity/Mirror/Make-up mirror/Washbasin area

3. Wastebasket

4. Toilet