LONEB - Weekend Duty Manager Checklist

• Conducted on

  Date

• Prepared by

Upon arrival and for the day

• Post whatsapp message on to Lateral Service to let everybody know you are the weekend DM

  Yes

  No

  N/A

• Review any incidents with security that need following up

  Yes

  No

  N/A

• Review any guests that need service recovery that weekend with DM/GR

  Yes

  No

  N/A

• Be aware of all VIPs and First Time Staying guests checking in throughout the weekend an divide meet and greet with DM/GR

  Yes

  No

  N/A

• At 2pm check with FO/HSK if there is a need to help inspecting rooms

  Yes

  No

  N/A

• At 3pm check with Room Service if they need help in delivering amenities

  Yes

  No

  N/A

• Lobby Host at every opportunity you have

  Yes

  No

  N/A

• Spot check the canteen throughout the day for cleanliness during and outside of meal hours. (Due to employees not respecting the canteen)

  Yes

  No

  N/A

• Please share feedback on canteen food quality for Saturday lunch, dinner and Sunday lunch

  Yes

  No

  N/A

Attending Lineups

• Did you attend the HSK Supervisor's Lineup at 9.30

  Yes

  No

  N/A

• At the HSK Lineup: Host the ‘Show me You Know It’ section and please note any specific departmental feedback here

• Did you attend the FO Lineup at 15.00

  Yes

  No

  N/A

• At the FO Lineup: Host the ‘Show me You Know It’ section and please note any specific departmental feedback here

• Did you attend the BT Lineup at 16.00

  Yes

  No

  N/A

• At the BT Lineup: Host the ‘Show me You Know It’ section and please note any specific departmental feedback here

• Did you attend the Bars Lineup at 16.45

  Yes

  No

  N/A

• At the Bars Lineup: Host the ‘Show me You Know It’ section and please note any specific departmental feedback here

• Did you attend the HSK Late Shift Lineup at 17.30

  Yes

  No

  N/A

• At the HSK Lineup: Host the ‘Show me You Know It’ section and please note any specific departmental feedback here

Room Spot Check (VIP Arrival Rooms)

• Room Number of first room checked

• Please upload photos to show feedback

  Media

• Please turn TV on - was it easy to do so? Please check ALL channels - if there are some that did not work - please note them here

• Please review minibar items, ensuring all items have not passed their expiry date

• Please share here any feedback from the spot check here

• Room Number of second room checked

• Please upload photos to show feedback

  Media

• Please turn TV on - was it easy to do so? Please check ALL channels - if there are some that did not work - please note them here

• Please review minibar items, ensuring all items have not passed their expiry date

• Please share here any feedback from the spot check here

LookBook

• Is the music on and at an appropriate level

  Yes

  No

  N/A

• Can you smell the EDITION scent

  Yes

  No

  N/A

• Are all standing lamp bulbs on

  Yes

  No

  N/A

• Are all floor lights on (ONLY from PM or if dark outside early on in the day then lights should be on earlier)

  Yes

  No

  N/A

• Do both lobby coffee tables have the large books in place

  Yes

  No

  N/A

• Do all leather sofas have the throws in place

  Yes

  No

  N/A

• Are the morning pastries out on display and labelled

  Yes

  No

  N/A

• Are flowers behind concierge still fresh

  Yes

  No

  N/A

• Is the floor clean, shiny and dust free

  Yes

  No

  N/A

• Are the windows clean

  Yes

  No

  N/A

• Is all furniture well maintained

  Yes

  No

  N/A

• Are lobby bathrooms in clean condition

  Yes

  No

  N/A

• Are there lightbulbs out in the BT chandelier

  Yes

  No

  N/A

• Check outside smoking area around 10/11pm - is it in clean condition

  Yes

  No

  N/A

Housekeeping

• For turndown service, before you head out for dinner, please make sure to leave your room a 'mess' (have clothes on the bed and floor and toiletries out in the bathroom, slippers and robe used and out).

  Yes

  No

  N/A

• Please share a photo of how you left the room

  Media

• Please share a photo of how the room was upon your return

  Media

Room Service

• Order something simple that is not on the room service menu (eg ham sandwich) before 2pm and then order the same item again after 11pm (ensure item is part of the night menu) Please describe how GE reacted to the order, if room service described your order and how the presentation and taste of it was

• Please place here a photo of the presentation of the first order placed

  Media

• Please place here a photo of the presentation of the second order placed

  Media

Lobby Service

• Please observe a lobby interaction of employee with guest and feedback on the interaction (was name usage used? emotional engagement with guest? etc)

• After 11pm, order a coffee in the lobby bar. How long did the order take to be delivered

Front Office

• Ask the doorman a question - e.g where is the closest ATM/ closest and best place to eat (burger/chinese/any idea)/ closest and best place to go for a drink

• If staying with your partner, get them to go to the desk three times saying their key is not working Please describe how FO team reacts; did they check ID, confirm your name is on the booking? Did they get security or bellman involved to assist

Guest Experience

• Call Guest Experience - did they greet you using your name and their name

• Request for an item to be delivered to your room - e.g dental kit/ iron/ steamer and ensure you have your DND on the door. Please note time request was placed

• Was DND respected and correct steps followed (no knocking, GE should call you to remove the DND)

• HSK porter should use your name and their name, hand you the item and ask if you need anything further in the room

Overall DM Weekend

• Please share any additional feedback you may have about your DM weekend