Manager on Duty Checklist - Conrad Rabat Arzana

• CONRAD RABAT ARZANA

  Select

• Conducted on

  Date

• Prepared by

• General Observation on the Hotel Walk around in Meetings and Conferences room

  Good

  Fair

  Poor

  N/A

• General Observation on the Fitness Centre and Spa walkaround

  Good

  Fair

  Poor

  N/A

• General Observation on Restaurant Operation in La brise

  Good

  Fair

  Poor

  N/A

• General Observation on Pool and L'oursin operations

  Good

  Fair

  Poor

  N/A

• General Observation on Feuillage

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 1 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 2 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 3 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 4 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 5 Feedback)

  Good

  Fair

  Poor

  N/A

Arrival Experience - MOD to arrive and be treated as a guest and to follow Arrival Journey

• Guests are greeted curbside within 30 seconds of arriving

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Bellman Staff performs the requirements of their department knowledgeably and proficiently.

  Yes

  No

  N/A

• Guest Relation Staff performs the requirements of their department knowledgeably and proficiently.

  Yes

  No

  N/A

• Reception Staff performs the requirements of their department knowledgeably and proficiently.

  Yes

  No

  N/A

• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known (Standard is Mr. Last name - consistently in all areas of operations)

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks (Should follow 3 parts closing - Thank you Mr. ____, have a wonderful stay with us!)

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms (Also include Conrad and FTG pins)

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Time from arriving at reception area until registration is complete does not exceed five minutes

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Guest Room Inspection - MOD room

• Upon arrival, the room has an extremely fresh, comfortable atmosphere

  Yes

  No

  N/A

• A specific welcome gift or amenity is provided during the visit

  Yes

  No

  N/A

• If provided, the welcome amenity is of extremely high quality and distinctive in presentation

  Yes

  No

  N/A

• The guest room is well-soundproofed

  Yes

  No

  N/A

• Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• Hotel collateral and any printed products are in excellent condition

  Yes

  No

  N/A

• Hotel collateral is accurate and grammatically correct; if provided, magazines are current

  Yes

  No

  N/A

• The bed is clean and in excellent condition

  Yes

  No

  N/A

• The bed linens are of high quality and made of natural materials

  Yes

  No

  N/A

• The bed is exceptionally comfortable

  Yes

  No

  N/A

• The room promotes good sleep, including effective blackout functionality

  Yes

  No

  N/A

• The closets and shelves/drawers are generously spacious and very well lit

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for all types of garments

  Yes

  No

  N/A

• Fresh flowers or live plants are provided by the hotel in the guest room

  Yes

  No

  N/A

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• The bedroom is extremely well-maintained

  Yes

  No

  N/A

• Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate

  Yes

  No

  N/A

• Placement of bathroom amenities is convenient and careful

  Yes

  No

  N/A

• Placement of bathroom linens is convenient and careful

  Yes

  No

  N/A

• The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application

  Yes

  No

  N/A

• The bathroom is exceptionally clean

  Yes

  No

  N/A

• The bathroom is extremely well-maintained

  Yes

  No

  N/A

• The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy

  Yes

  No

  N/A

• The guest is exceptionally comfortable in this room

  Yes

  No

  N/A

Hotel Dining - La Brise, Breakfast

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known (Mr. Last Name/Mr. First Name consistently throughout)

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks (3 parts closing - Enjoy your meal Mr. Pittion)

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the menu and guides guests for a pleasant dining experience)

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct

  Yes

  No

  N/A

• Menu and/or buffet includes at least two high quality health-conscious beverages

  Yes

  No

  N/A

• Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; cold foods and beverages are chilled

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• "If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service

  Yes

  No

  N/A

• "If a buffet, the appearance is exceptionally hygienic

  Yes

  No

  N/A

• "If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty

  Yes

  No

  N/A

• "If a buffet, the presentation is exceptionally eye appealing and inviting

  Yes

  No

  N/A

• "If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods

  Yes

  No

  N/A

• "If a buffet, all appropriate dishes are clearly and elegantly labeled

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins are used and are in excellent condition, clean and pressed

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• Serviceware is in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• Serviceware is of excellent quality and cohesive in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Hotel Dining (Breakfast or Lunch or Dinner)

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known (Mr. Last Name/Mr. First Name consistently throughout)

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks (3 parts closing - Enjoy your meal Mr. Pittion)

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the menu and guides guests for a pleasant dining experience)

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct

  Yes

  No

  N/A

• Menu and/or buffet includes at least two high quality health-conscious beverages

  Yes

  No

  N/A

• Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; cold foods and beverages are chilled

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins are used and are in excellent condition, clean and pressed

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• Serviceware is in excellent condition, completely clean and hygienic in appearance

  Yes

  No

  N/A

• Serviceware is of excellent quality and cohesive in appearance

  Yes

  No

  N/A

• All proper cutlery is provided

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Public Areas (Team Member Observations)

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• "Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology

  Yes

  No

  N/A

• All services are handled without excessive delays

  Yes

  No

  N/A

• Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point

  Yes

  No

  N/A

• Staff uniforms are exceptional in design and style

  Yes

  No

  N/A

• The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles

  Yes

  No

  N/A

• When present, exterior landscaping and grounds are notable in their design, interest and/or execution

  Yes

  No

  N/A

• The guest is comfortable when moving around the hotel or sitting in the lobby. There is sufficient privacy, space and comfortable seating

  Yes

  No

  N/A

• If available, wireless Internet service provided in the public areas is strong and reliable

  Yes

  No

  N/A

• The interior public areas are clean and in excellent condition

  Yes

  No

  N/A

• The exterior public areas are clean and in excellent condition

  Yes

  No

  N/A

• If hotel transportation is used, vehicles are clean and in excellent condition

  Yes

  No

  N/A

• The hotel allows guests the ability to seamlessly continue health-conscious lifestyles during their stay, if desired

  Yes

  No

  N/A

• There is a strong sense of security throughout the property

  Yes

  No

  N/A