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