Title Page
-
Name of MOD:
-
Name of Hotel:
-
Day/Date:
-
Shift start time:
-
Shift end time:
Hotel Operations Checklist
Start of shift
-
1. Visit Service Center to inform team you are the MOD. Provide mobile number/extension for contact purposes.
-
2. Visit every operations department to oversee operations.
Front Office/Housekeeping
-
3. Conduct shift handover with prior night AM.
-
4. Review AMlog report and action on all service recovery issues. Meet the guest in person to ensure closure.
-
5. Attend daily morning brief.
-
6. Ask Front Desk on the Enrolment goals for the day and check in on the performance throughout the day.
-
7. Ensure today's Occupancy/ADR/VIP arrival/Events information/showrooms and best available rate to sell for rooms are updated and aware by operation team.
-
8. Attend daily briefing with Front Office
-
9. Check discrepancy rooms before 9am (AM shift).
-
10. Check due out rooms between noon to 1pm (PM shift).
-
11. Rooms assigned for Elite/Mobile Check-Ins/other VIPs are VC-PASS rooms or prioritized for cleaning prior to guests' arrival time.
-
12. Keys and registration cards for Mobile Check-In are prepared and ready.
-
13. Empty suites are allocated for upsell (priority) and balanced inventory given to platinum guest upgrade (No Suites Go Empty).
-
14. Coordinate with In-Room Dining (IRD) to ensure Elite/VIP amenities are set-up in room prior to arrival.
-
15. Randomly select 01 Elite/Mobile Check-In/VIPs rooms to inspect.
-
16. Randomly select another 02 VC-PASS rooms to inspect.
-
17. Ramdomly inspect 02 guest floors for cleanliness, defects and clear IRD trays. Report defects to Engineering immediately.
-
18. Randomly inspect 01 Back of House stairways for cleanliness and defects.
-
19. Ensure guest lifts and lift tracks are spectacularly clean and free from debris.
-
20. Inspect public area washrooms for cleanliness (odor free) and functionality. Report defects to Engineering immediately.
Lobby
-
Lobby music, lighting, scent and internet are in excellent working order.
-
Lobby furniture and fixtures are clean, organized and in good condition.
-
Select 02 locations in the public areas to conduct MOD internet checks (Net 60/Net lift).
-
Meet and greet all Elite Platinum and Gold member arrivals.
-
Conduct 01 check-in or check-out service audit based on BSA.
-
Engage the guest and manage queues during heavy check-in/out periods.
-
Inspect luggage room and make sure guest luggage secured.
Executive Lounge
-
Conduct walk through during Breakfast and Creative Hour meal periods and engage Elite members and guests.
-
Lounge music, lighting, scent and internet are in excellent working order.
-
Ensure associates are engaging Elite members and guests in the Lounge.
Fitness Center/Gym/Pool Area
-
Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use.
-
Music, lighting, scent and internet are in excellent working order.
-
Sound system and TV are working in gym.
-
Locker room is clean and ready for guest use.
-
Pool area is clean and towels are neatly displayed on all pool deck chairs.
Meeting Rooms
-
Digital signage is updated with accurate information based on Daily Events Sheet.
-
Music, lighting, scent and internet are in excellent working order. Meeting foyer area is clean.
-
Report any meeting room doors that are not locked.
-
Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly.
Restaurant/Outlets
-
Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order.
-
Check if there are any Elite members dining in the outlets. Ensure the Members Dine More discount benefit is accorded.
Back of House (BOH)
-
Hallways are clean and free from debris.
-
Light fixtures are working properly. Report any defects to Engineering.
-
Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas.
-
Greet associates at the Laundry room. Ensure the temperature is appropriate for the working environment.
-
Loading dock is clean and cleared of all deliveries.
-
Check in with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD.
-
Associate cafeteria and uniform room are operating in accordance to service hours.
-
Ensure service lifts and lift tracks are spectacularly clean and free from debris.
-
Shift handover to the next AM.
Other Comments
-
Other Comments:
