Title Page

  • Site conducted

  • Name of MOD

  • Name of Hotel

  • Day

  • Date

  • Shift start

  • End time

  • Location

Detail

Start of shift

  • 1. Visit AYS/Service Express/PBX office to inform team you are the MOD. Provide mobile number/extension for contact purposes.

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

Front Office/Housekeeping

  • 3. Conduct shift handover with prior shift MOD.

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

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

  • 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 are updated on the board in back office.

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

  • 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 VCI 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 Suite Goes Empty).

  • 14. Review “GXP Customer Care Open Cases” and ensure all the cases are closed with 72 hours

  • 15. Randomly select 1-2 Elite/Mobile Check-In/VIPs rooms to inspect.

  • 16. Randomly select another 1-2 VCI rooms to inspect.

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

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

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

Lobby

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

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

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

  • 24. Meet and greet Elite member arrivals.

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

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

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

Meeting Rooms

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

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

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

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

Restaurant/Outlets

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

  • 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)

  • 42. Hallways are clean and free from debris.

  • 43. Light fixtures are working properly. Report any defects to Engineering.

  • 44. Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas.

  • 45. Greet associates at the Laundry room. Ensure the temperature is appropriate for the working environment.

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

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

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

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

  • 50. Shift handover to the next MOD.

Sign Off

  • Completed by (Name, Signature & Sign Date)

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