Manager on Duty Checklist- Four Points By Sheraton

• Name of Hotel

• Date

  Date

• Name of MOD

• Shift Start Time

  Date

• Shift End Time

  Date
• Location
  Address

• INSTRUCTIONS
  
  1. Please answer "YES", "NO" or "N/A" on the questions below.
  2. Add photos and notes by clicking on the paperclip icon.
  3. To add a Corrective Measure click on the paperclip icon then "Add Action", provide a description, assign to a member, set priority, and due date
  4. Complete audit by providing digital signature.
  5. Share your report by exporting as PDF, Word, Excel or Web Link.

Start of shift & Check in and Check out

• 1. The Welcome experience

  YES

  NO

  N/A

• 2. The Farewell experience

  YES

  NO

  N/A

• 3. Visit GSC to inform team you are the MOD. Provide mobile number/extension for contact purposes.

  YES

  NO

  N/A

• 4. Visit every operations department to inform the outlet's shift manager that you are on duty.

  YES

  NO

  N/A

All Area

• 5. * All departments (Staffing, Grooming, Cleanliness & Operation)

  YES

  NO

  N/A

• 7. * Exits not blocked by any equipment

  YES

  NO

  N/A

• 8. * Exit signs - in order

  YES

  NO

  N/A

• 9. * Fire extinguishers - in place

  YES

  NO

  N/A

• 10. * Riser doors, shut

  YES

  NO

  N/A

• 11. * Smoking area

  YES

  NO

  N/A

• 12. * Public restrooms

  YES

  NO

  N/A

• 13. * Fridges operational/doors shut

  YES

  NO

  N/A

• 14. * Food items not exposed/left outside

  YES

  NO

  N/A

• 15. * Spot check clearance of trays from floors

  YES

  NO

  N/A

• 16. * Cleanliness of staircases

  YES

  NO

  N/A

Front Office/Housekeeping

• 17. Conduct shift handover with prior shift MOD.

  YES

  NO

  N/A

• 18. Review MOD report and action on all service recovery issues. Meet the guest in person to ensure closure.

  YES

  NO

  N/A

• 19. Attend daily pre-arrival meeting(s).

  YES

  NO

  N/A

• 20. Ask Front Desk on the Enrolment goals for the day and check in on the performance throughout the day.

  YES

  NO

  N/A

• 21. Ensure today's Occupancy/ADR/VIP arrival/Events information are updated on the board in back office.

  YES

  NO

  N/A

• 22. Ask Front Desk to print arrival report for today (Elite/Mobile Check-In/other VIP arrivals).

  YES

  NO

  N/A

• 23. Check discrepancy rooms before 9am (AM shift).

  YES

  NO

  N/A

• 24. Check due out rooms between noon to 1pm (PM shift).

  YES

  NO

  N/A

• 25. Empty suites are allocated for upsell (priority) and balanced inventory given to platinum guest upgrade (No Suites Go Empty).

  YES

  NO

  N/A

• 26. Coordinate with In-Room Dining (IRD) to ensure Elite/VIP amenities are set-up in room prior to arrival.

  YES

  NO

  N/A

• 27. Ramdomly inspect 1-2 guest floors for cleanliness, defects and clear IRD trays. Report defects to Engineering immediately.

  YES

  NO

  N/A

• 28. Randomly inspect 1-2 Back of House stairways for cleanliness and defects.

  YES

  NO

  N/A

• 29. Ensure guest lifts and lift tracks are spectacularly clean and free from debris.

  YES

  NO

  N/A

• 30. Inspect public area washrooms for cleanliness (odor free) and functionality. Report defects to Engineering immediately.

  YES

  NO

  N/A

Lobby

• 31. Lobby music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 32. Lobby furniture and fixtures are clean, organized and in good condition.

  YES

  NO

  N/A

• 33. Select 1-2 locations in the public areas to conduct MOD internet checks (Net 60/Net lift).

  YES

  NO

  N/A

• 34. Meet and greet all Elite Platinum and Gold member arrivals.

  YES

  NO

  N/A

• 35. Conduct at least one check-in or check-out service audit based on BSA.

  YES

  NO

  N/A

• 36. Engage the guest and manage queues during heavy check-in/out periods.

  YES

  NO

  N/A

• 37. Inspect luggage room and make sure guest luggage secured.

  YES

  NO

  N/A

Kids Club

• 38. Kids club is clean, trash bins cleared and sanitizer pump is visible and ready for children use.

  YES

  NO

  N/A

• 39. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 40. Sound system and TV are working in kids club.

  YES

  NO

  N/A

• 41. Toilet is clean and guest ready.

  YES

  NO

  N/A

Breakfast Ambassador at Eatery

• 42. Conduct walk through during Breakfast and engage Elite members and guests.

  YES

  NO

  N/A

• 43. Lounge music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 44. Ensure to engage Elite members and guests in the breakfast and update the results thru group HOD WA.

  YES

  NO

  N/A

Fitness Center/Gym/Pool Area

• 45. Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use.

  YES

  NO

  N/A

• 46. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 47. Sound system and TV are working in gym.

  YES

  NO

  N/A

• 48. Locker room is clean and guest ready.

  YES

  NO

  N/A

• 49. Pool area is clean and towels are neatly displayed on all pool deck chairs.

  YES

  NO

  N/A

Meeting Rooms

• 50. Digital signage is updated with accurate information based on Daily Events Sheet.

  YES

  NO

  N/A

• 51. Music, lighting, scent and internet are in excellent working order. Meeting foyer area is clean.

  YES

  NO

  N/A

• 52. Report any meeting room doors that are not locked.

  YES

  NO

  N/A

• 53. Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly.

  YES

  NO

  N/A

Restaurant/Outlets

• 54. Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 55. Check if there are any Elite members dining in the outlets. Ensure the Members Dine More discount benefit is accorded.

  YES

  NO

  N/A

• 56. Lagoon Pool area is clean and also the pool

  YES

  NO

  N/A

• 57. Ensure service is prompt at at Eatery. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 58. Ensure service is prompt at at Wrapped. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 59. Ensure service is prompt at at Best Brew. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 60. Ensure service is prompt at at Vertigo. Music, lighting, scent and internet are in excellent working order.

  YES

  NO

  N/A

• 61. Ensure service is prompt at at In-room Dinning.

  YES

  NO

  N/A

• 62. KITCHENS AND STEWARDING area observation

  YES

  NO

  N/A

• 63. PASTRY AND COLD ROOM observation

  YES

  NO

  N/A

Back of House (BOH)

• 64. Basement OFFICES are locked or off if no team working

  YES

  NO

  N/A

• 65. Staff clinic is manned and clean

  YES

  NO

  N/A

• 66. CAR + Motor bike PARKS are clean

  YES

  NO

  N/A

• 67. * Smoking Room is tidy

  YES

  NO

  N/A

• 68. Loading dock is clean and cleared of all deliveries.

  YES

  NO

  N/A

• 69. Service Centre + Command Centre 2 ( CCTV) are manned 24 hrs

  YES

  NO

  N/A

• 70. Check in with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD.

  YES

  NO

  N/A

• 71. Associate cafeteria and uniform room are operating in accordance to service hours.

  YES

  NO

  N/A

• 72. Ensure service lifts and lift tracks are spectacularly clean and free from debris.

  YES

  NO

  N/A

• 73. * ASSOCIATE DINING ROOM ADR food is enough and please taste the food as well

  YES

  NO

  N/A

• 74. * Locker Rooms are clean and tidy

  YES

  NO

  N/A

• 75. * Hotel Entrance area are clean and free from defects

  YES

  NO

  N/A

Before I go home

• 76. * check floor individual offices are shut and locked

  YES

  NO

  N/A

• 77. * check lights/aircon

  YES

  NO

  N/A

• 78. * Inform Duty Manager you are leaving

  YES

  NO

  N/A

General Comments and Observatios

• Please add additional comments and observations

Completion

• MOD Name and Signature

  Sign