Title Page
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Name of MOD:
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Topnotch Resort
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Day/Date:
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Start time:
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End time:
Occupancy Details. (all information in HOST property snapshot, Front Desk or Reservations can provide).
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Previous Nights Occupancy %
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Tonight's Occupancy %
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Departures
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Arrivals
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Average Daily Rate
Hotel Operations Checklist
Start of shift
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1. Check in with front desk. Ensure front desk team has your cell information for any necessary manager calls. Verify arrivals, departures and occupancy for the day. Note any VIP guests or site visits and groups in house. Verify staff is in uniform, with name tags visible.
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2. Visit every operations department to oversee operations and determine any needs. Place specific notes under each department breakdown within the report. Please note key operational challenges that impact overall business here.
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3. Review AM/PM report and action on all service recovery issues. Meet any guests by phone or in person to ensure closure.
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4. Walk into Roost observing cleanliness, table arrangements are fresh and not wilting. Verify staff are in uniform with name tags. Determine if there are any challenges with staffing or operational needs based on anticipated business levels and communicate to department leaders of any concerns.
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5. Walk outdoor patios and pergola inspecting for trash, and service items that need to be cleaned up and notify team to correct accordingly. Servers should clean up left over dining items, bell staff should organize/wipe chairs and place cushions and open umbrellas (seasonal presentation).
Front Office/Housekeeping
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1. Ask Front Desk on the walk-in rate for the day, verify they have list of current packages with any inclusions at the ready and are prepared for any same day amenity deliveries. Check in on the performance throughout the day.
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2. Stop by housekeeping and verify staffing is sufficient noting any specific requests from HOST special services report that will need to be addressed. (roll aways, cribs, resort home day service etc.)
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3. Check to ensure that all checkouts were completed for the day and that out balances have been addressed. HOST/Accounting/outbalance report. Have them back date the report 7 days for any potential one offs.
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4. verify upsell opportunities are available and limited inventory rooms are always available. (premiere queens, west branch suites, Cottonbrook, Goldbrook, Moss Glenn) This information can be acquired via the front desk or reservations on what is available.
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5. Ensure In-Room Dining / Front Office teams have VIP amenities are set-up in room prior to arrival..
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6. Randomly select another 2 rooms to inspect and report any issues noted to engineering and housekeeping respectively.
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7. Inspect all 4 guest floors for cleanliness, defects and clear IRD trays or report to food and beverage staff for expedited removal. Report maintenance defects to Engineering immediately.
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8. Inspect Back of House stairways for cleanliness, defects and proper egress. (3 main stairwells to rooms, center stairwell should only have 1 laundry cart), stairwells to Roost lower kitchen, spa employee entrance, maintenance shop entrance and entrance to changing co-ed changing room spa.
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11. Inspect public area washrooms for cleanliness, odor and functionality. Report defects to Engineering immediately. Bathrooms by Roost, Flannel, housekeeping, pinnacle and poolside locker room. Verify message boards have current information and schedules.
Lobby
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Lobby music should be appropriate for time of day (there are now limited selections more in line with Brand) if something doesn't sound correct please notify DOS, F&B and FOH leadership for consideration. Lighting levels and internet are in excellent working order..
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Lobby furniture and fixtures are clean, organized and in good condition with all lightbulbs functioning. Floral arrangements appear fresh and in good order.
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Meet and greet all VIP arrivals whenever possible.
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Engage several guests during heavy check-in/out periods whenever possible. 11am and 4pm respectively.
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Inspect back office to ensure all is tidy, ensure any employee packages have been brought to HR and lost and found is logged and has been moved to housekeeping.
Fitness Center/Gym/Pool Areas Main Bldg
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Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use.
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Music, lighting are in excellent working order.
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Sound system and TV are working in gym.
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Locker room is clean and ready for guest use.
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Indoor and outdoor Pool areas are clean and towels are neatly displayed on all indoor pool chairs or in cabinets outside. Ensure all pool umbrellas are in good working order. Communicate any cleanliness, maintenance, or supply concerns to Spa Desk, engineering and housekeeping promptly.
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Verify any Spa VIP's, functionality of card reader and linen inventory concerns for lounges
Meeting Rooms
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Signage is updated with accurate information based on Daily Events Sheet.
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Inspect meeting rooms ensuring cleanliness is in good order, that lights and a/v are off and that the rooms are securely locked.
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Check in with Banquet and Sales teams to assist with any concerns
Verify adequate staffing and service in dining outlets inclusive of poolside service in accordance with occupancy demands that are anticipated
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Ensure service is prompt at all restaurants/outlets. Music and lighting are correct.
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Check if there are any VIPs scheduled for dining in the outlets.
Back of House (BOH)
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Hallways are clean and free from debris. Pinnacle to maintenance shop. Base of spa entry through to employee locker areas and break room. Flannel lower kitchen entrance and hallway leading to lockers and dry storage.
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Light fixtures are working properly. Report any defects to Engineering.
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Ensure associate locker rooms are clean and tidy. Spa side, back of house lower kitchen flannel by the dry storage cage.
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Call laundry (x6493) Ensure the team has all they need and all equipment is functioning, note any anticipated challenges and report to either Housekeeping or Engineering teams respectively.
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Check to ensure all incidents and abnormalities are briefed to the HR, AGM, GM as appropriate.
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Associate break room is in good order. (Both hotel side and spa side)
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Ensure Roost elevator is set for service with carts and extra bins for dirty wares and that there is a fresh basin of clean soak to trade out easily during service.
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Engage any group leaders (when available) regarding their experience and confirm if they have any needs or questions addressed about the property/ facilities or service.
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Address any guest issues, noise complaints, or codes of conduct violations and respond accordingly, including any necessary documentation to Human Resources and Leadership for awareness and follow up.
Topnotch Resort Grounds
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Verify ice melt bins are filled, with a scoop in place outside each entryway. (Either side of the main lobby, employee entrance, spa entrance.) Ensure entryways have been shoveled or swept clean of debris and arrival lighting is in good order
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Check parking lots and entrances to determine if engineering is needed for plowing, salting or lighting concerns.
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In the event of an anticipated significant weather event, verify that the front desk has the lanterns at the ready in the back office. Additional flashlights and supplies are in the Green Mountain Closet in Pinnacle A. The AA1 key will open this closet and a copy is in the locked key box at the front desk.
Banquets, Food and Beverage Notes/details
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Housekeeping Front office and Reservations Notes/Details
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Engineering Notes/details
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Human Resources Notes/details
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Housekeeping/Laundry Notes/details
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Sales and Marketing
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Spa/Tennis
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