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

  • 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

  • Day
  • 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 day
  • 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

  • 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

  • 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

  • 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.<br> - If the desk is glass then visually check.<br> - 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.<br> - Flip through pages of the collateral.<br> - 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.<br>(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.<br> 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.<br> - 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.<br>

  • 99. Headboard lamps

  • 100. 2 Down Feather Pillows (Top Side), 2 Synthetic Pillows(Bottom side).<br> 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). <br> 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. <br> 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. <br> 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<br> - Bathtowel hang on the shower handle<br> - Bathtowel on the rack<br> - Handtowel on the towel rack bar<br> - 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

  • 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.<br> - If the desk is glass then visually check.<br> - 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.<br> - Flip through pages of the collateral.<br> - 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.<br>(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.<br> 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.<br> - 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.<br>

  • 99. Headboard lamps

  • 100. 2 Down Feather Pillows (Top Side), 2 Synthetic Pillows(Bottom side).<br> 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). <br> 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. <br> 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. <br> 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<br> - Bathtowel hang on the shower handle<br> - Bathtowel on the rack<br> - Handtowel on the towel rack bar<br> - 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

  • 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
  • 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

Closing Summary

  • Overall MOD Comments Summary

  • Sign Off

  • Report Send Out Instruction:
    1. Complete your MOD report by pressing finished button.
    2. Then press "Audit", find your report on the top list then click icon with arrow.
    3. Click "preview" for final check. Then click "send" for sending the report through email.
    4. The report will be sent with attention to 01840_DeptHead@starwoodhotels.com

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.