Title Page
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Site conducted
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Name of MOD
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Name of Hotel
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Day
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- Saturday
- Sunday
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Date
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Shift start
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End time
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Location
Detail
Start of shift
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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 today’s report/bad comments 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 Suite Goes Empty).
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14. Review “GXP Customer Care Open Cases” and ensure all the cases are closed with 72 hours
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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. Inspect public area washrooms for cleanliness (odor free) and functionality. Report defects to Engineering immediately.
Lobby
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20. Lobby music, lighting, Scent and internet are in excellent working order.
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21. Lobby furniture and fixtures are clean, organized and in good condition.
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22. Select 1-2 locations in the public areas to conduct MOD internet checks (Net 60/Net lift).
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23. Meet and greet Elite member arrivals.
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24. Conduct at least one check-in or check-out service audit based on BSA.
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25. Engage the guest and manage queues during heavy check-in/out periods.
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26. Engage and get information to the guest “How do you know Natra”
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27. Inspect luggage room and make sure guest luggage secured.
Meeting Rooms
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28. Report any meeting room doors that are not locked.
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29. Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly.
Restaurant/Outlets
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30. Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order.
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31. Check at Patio Restaurant and bar the not availaible menu
Back of House (BOH)
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32. Hallways are clean and free from debris.
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33. Light fixtures are working properly. Report any defects to Engineering.
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34. 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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35. Greet associates at the Laundry room. Ensure the temperature is appropriate for the working environment.
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36. Loading dock is clean and cleared of all deliveries.
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37. Check in with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD.
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38. Associate cafeteria and uniform room are operating in accordance to service hours.
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39. Inspect prayer room and split rooms for cleanliness, good condition lighting and fixture.
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40 Follow-up previous MOD report (if any)
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41. Shift handover to the next MOD.
Sign Off
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Completed by (Name, Signature & Sign Date)