Title Page

  • Site conducted

  • 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:

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