MOD Check-list (PH & Weekends)

• Conducted on

  Date

• Prepared by

Welcome

• Enter talent name(s) :

• Warm welcome/greeting provided

  Yes

  No

  N/A

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform (shirt not torn, out of pant, stained or loose)

  Yes

  No

  N/A

• Room number provided discreetly, non-verbally

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• All Loyalty members are recognized at check-in

  Yes

  No

  N/A

• Internet assistance offered at check-in

  Yes

  No

  N/A

• Further assistance provided

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Lobby Cleanliness - Floor

  Yes

  No

  N/A

• Lobby Condition - Floor

  Yes

  No

  N/A

• Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Decor Items

  Yes

  No

  N/A

• Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items

  Yes

  No

  N/A

• AED is present and working

  Safe

  At Risk

  N/A

• Sensory elements meet standards

  Yes

  No

  N/A

• Talent alertness - test the "push button" and ensure the Re:Fuel talent is available within a reasonable time (within a minute)

  Yes

  No

  N/A

• Retail Cleanliness - General

  Yes

  No

  N/A

• Retail Condition - General

  Yes

  No

  N/A

• Bar Cleanliness - Floor

  Yes

  No

  N/A

• Bar Condition- Floor

  Yes

  No

  N/A

• Bar Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Bar Condition- Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Yes

  No

  N/A

• Bar Cleanliness - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Bar Condition- Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• All seating areas are in proper condition

  Yes

  No

  N/A

• All computers and other equipments are In:touch are working

  Yes

  No

  N/A

• Cleanliness -Floor, Walls/Ceiling/Lighting/ Air-con

  Yes

  No

  N/A

• Condition-Floor, Walls/Ceiling/Lighting/ Air-con

  Yes

  No

  N/A

• Pool table is in good condition (no kids below 15 years old playing with at the pool table)

  Yes

  No

  N/A

• Enter Talent name(s):

• Warm welcome/greeting provided (Observation)

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction (Observation)

  Yes

  No

  N/A

• Live at Aloft Hotels (LAAH) program collateral meets standard (Branded marketing collateral promoting the event (e.g.: event invitations, print ads, postcards)

  Yes

  No

  N/A

• Sensory elements meet standard (lighting, flameless candles from 1700-2300, music, fragrance...).

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors (associate is finishing with the guest before starting other tasks)

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform (shirt not torn, out of pant, stained or loose)

  Yes

  No

  N/A

• All exterior accent and signage lighting is operational

  Yes

  No

  N/A

• Exterior Cleanliness - Signs/Flags/Flagpoles

  Yes

  No

  N/A

• Exterior Condition - Signs/Flags/Flagpoles

  Yes

  No

  N/A

• Exterior Cleanliness - Landscaping/Shrubbery/Trees

  Yes

  No

  N/A

• Exterior Condition- Landscaping/Shrubbery/Trees

  Yes

  No

  N/A

• Exterior Cleanliness - Outbuildings/Building Facade/Windows

  Yes

  No

  N/A

• Exterior Condition- Outbuildings/Building Facade/Windows

  Yes

  No

  N/A

• Exterior Cleanliness - Entrances/Walkways/Exterior Stairs/Sidewalks

  Yes

  No

  N/A

• Exterior Condition- Entrances/Walkways/Exterior Stairs/Sidewalks

  Yes

  No

  N/A

• Security guard at his post and alert

  Yes

  No

  N/A

• Valet Parking person on duty at his post (not smoking or sleeping somewhere)

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Floor

  Yes

  No

  N/A

• Public Restrooms Condition- Floor

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Partitions

  Yes

  No

  N/A

• Public Restrooms Condition- Walls/Doors/Ceiling/Vents/Lighting/Partitions

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Toilets/Urinals

  Yes

  No

  N/A

• Public Restrooms Condition- Toilets/Urinals

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

  Yes

  No

  N/A

• Public Restrooms Condition- Sinks/Vanity/Mirrors

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Public Restrooms Condition- Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Enter Talent name(s):

• Warm welcome/greeting provided (Observation)

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction (Observation)

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform (shirt not torn, out of pant, stained or loose)

  Yes

  No

  N/A

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Talents are friendly, welcoming, smiling

  Yes

  No

  N/A

• Cleanliness - Floor/ Walls/Ceiling/Vents/Lighting/Windows/ Entrance

  Yes

  No

  N/A

• Condition- Floor/ Walls/Ceiling/Vents/Lighting/Windows/ Entrance

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Re:charge amenities meet standard (Headphones, Hand Towels, Water cooler with cup dispenser, Disinfectant wipes, (1) Magazine)

  Compliant

  Non-Compliant

  N/A

• Re:charge equipment meet standard: (2) Elliptical machines, (2) Treadmills, All-in-one strength station, Upright Bike, Recumbent Bike, Dumbbell Rack - DBL TIER, Dumbbell set: 5-50lbs, (4) Yoga / stretching mats, (2) Resistant Body Ball, Multi-adjustable Bench, Waste basket and towel receptacle, 12” Atomic wall clock

  Compliant

  Non-Compliant

  N/A

• Gym/Fitness Center Cleanliness - Floor

  Compliant

  Non-Compliant

  N/A

• Gym/Fitness Center Condition - Floor

  Compliant

  Non-Compliant

  N/A

• Gym/Fitness Center Cleanliness -Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Compliant

  Non-Compliant

  N/A

• Gym/Fitness Center Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Compliant

  Non-Compliant

  N/A

• Gym/Fitness Center Cleanliness - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Gym/Fitness Center Condition - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Guestroom number(s):

• Entrance door condition (no scratches, marks, stain, damage)

  Yes

  No

  N/A

• In-room reading collateral meets standards (must contain a minimum of 1 approved magazine related to technology, music, design or lifestyle)

  Yes

  No

  N/A

• Television meets standard (55 inches minimum)

  Yes

  No

  N/A

• Bedding meets standards (1 sheet, 1 duvet cover and insert)

  Yes

  No

  N/A

• Pillows meet standards (2 king synthetic/ 2 king duck down or 2 queen synthetic/ 2 queen duck down)

  Yes

  No

  N/A

• Bedroom Styling and Staging meets standard (All visible cables/cords must be wrapped, tied or hidden, No plastic liners in trash can, Bed sheet folded down approximately 12 inches from headboard, bed sheet tightly tucked at bottom and sides of bed

  Yes

  No

  N/A

• Bedroom/Bathroom Odor is neutral

  Yes

  No

  N/A

• Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork

  Yes

  No

  N/A

• Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork

  Yes

  No

  N/A

• Bedroom Cleanliness - Ceiling, Flooring, Carpet,

  Yes

  No

  N/A

• Bedroom Condition - Ceiling, Flooring, Carpet

  Yes

  No

  N/A

• Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

  Yes

  No

  N/A

• Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

  Yes

  No

  N/A

• Bedroom Cleanliness - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  Yes

  No

  N/A

• Bedroom Condition- Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  Yes

  No

  N/A

• Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables

  Yes

  No

  N/A

• Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables

  Yes

  No

  N/A

• Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  Yes

  No

  N/A

• Bedroom Condition- Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  Yes

  No

  N/A

• Bedroom Cleanliness - Lamps/Lighting

  Yes

  No

  N/A

• Bedroom Condition- Lamps/Lighting

  Yes

  No

  N/A

• Bedroom Cleanliness - Windows/Window Treatments

  Yes

  No

  N/A

• Bedroom Condition- Windows/Window Treatments

  Yes

  No

  N/A

• Bedroom Cleanliness - HVAC/Ventilation

  Yes

  No

  N/A

• Bedroom Condition- HVAC/Ventilation

  Yes

  No

  N/A

• Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

  Yes

  No

  N/A

• Bedroom Condition- Headboard/Bed Frame/Mattress/Box spring

  Yes

  No

  N/A

• Bedroom Cleanliness - Bedding/Linens/Pillows/Shams/Coverlets/Free of Wrinkles

  Yes

  No

  N/A

• Bedroom Condition- Bedding/Linens/Pillows/Shams/Coverlets/Free of Wrinkles

  Yes

  No

  N/A

• Room is free of pests

  Yes

  No

  N/A

• Bathroom Cleanliness - Doors/Walls/Baseboards

  Yes

  No

  N/A

• Bathroom Condition- Doors/Walls/Baseboards

  Yes

  No

  N/A

• Bathroom Cleanliness - Ceiling, Walls, tiles, flooring

  Yes

  No

  N/A

• Bathroom Condition- Ceiling, Walls, tiles, flooring

  Yes

  No

  N/A

• Bathroom Cleanliness - Sink/Counter/Shelves/Faucets

  Yes

  No

  N/A

• Bathroom Condition- Sink/Counter/Shelves/Faucets

  Yes

  No

  N/A

• Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures

  Yes

  No

  N/A

• Bathroom Condition- Mirrors/Lighting/Light Fixtures

  Yes

  No

  N/A

• Bathroom Cleanliness - Vents/Exhaust Fans

  Yes

  No

  N/A

• Bathroom Condition- Vents/Exhaust Fans

  Yes

  No

  N/A

• Bathroom Cleanliness - Fixtures (Towel Bars/Hairdryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

  Yes

  No

  N/A

• Bathroom Condition- Fixtures (Towel Bars/Hairdryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

  Yes

  No

  N/A

• Bathroom Cleanliness - Linens/Terry

  Yes

  No

  N/A

• Bathroom Condition- Linens/Terry

  Yes

  No

  N/A

• Bathroom Cleanliness - Toilet bowl, flushing area, Shower Curtain/Shower Doors/Shower Rod

  Yes

  No

  N/A

• Bathroom Condition- Toilet bowl, flushing area, Shower Curtain/Shower Doors/Shower Rod

  Yes

  No

  N/A

• Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures

  Yes

  No

  N/A

• Bathroom Condition- Bathtub/Shower Enclosures/Plumbing Fixtures

  Yes

  No

  N/A

• Corridors/Stairways Cleanliness - Floor, walls, ceiling, ventilation

  Yes

  No

  N/A

• Corridors/Stairways Condition- Floor, walls, ceiling, ventilation

  Yes

  No

  N/A

• Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Corridors/Stairways Condition- Furniture/Equipment/Décor Items

  Yes

  No

  N/A

• Music playing must be the brand specified playlist

  Yes

  No

  N/A

• Third party advertising is not permitted anywhere on property unless approved by the brand

  Yes

  No

  N/A

• Order taker talent name:

• Warm welcome and telephone etiquette followed as per Aloft Brand standard

  Yes

  No

  N/A

• Guest name used during conversation

  Yes

  No

  N/A

• In Room Dining order acknowledged and order repeated

  Yes

  No

  N/A

• Attempt to up-sell additional item (soup, side dish, dessert, beverages)

  Yes

  No

  N/A

• Delivery time provided

  Yes

  No

  N/A

• Talent showed appreciation for guest call

  Yes

  No

  N/A

• Additional assistance provided

  Yes

  No

  N/A

• Name of In-Room Dining talent that delivered the order:

• Knocked at the door and introduced himself/herself (Good evening, In-Room Dining, my name is XXX, may I come-in)

  Yes

  No

  N/A

• Professional greeting provided to the guests

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Talent offers to set-up the table, extract the food, present the food to guest and create the ambiance in the room

  Yes

  No

  N/A

• Food presentation is appealing

  Yes

  No

  N/A

• Food presentation is as per guest's initial order

  Yes

  No

  N/A

• Food taste is as per guest's expectation (hot, seasoning, flavors...)

  Yes

  No

  N/A

• Guest name used (at least twice) during the conversation

  Yes

  No

  N/A

• Further assistance provided

  Yes

  No

  N/A

• Talent inform guests about the tray/ trolley removal process

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors (associate is finishing with the guest before starting other tasks)

  Yes

  No

  N/A

• Enter Talent name(s)

• Warm welcome/greeting provided (Observation)

  Yes

  No

  N/A

• Cleanliness of shower area, changing room and toilets

  Yes

  No

  N/A

• Condition of shower area, changing room and toilets

  Yes

  No

  N/A

• Talents attentive and engaging with guests

  Yes

  No

  N/A

• Talent are present at all time

  Yes

  No

  N/A

• AED is present and in good working condition

  Safe

  At Risk

  N/A

• All pool safety equipment are present (lifebuoy, long stick)

  Safe

  At Risk

  N/A

• Talents are knowledgeable about hotel and local area (local directions, local restaurants, local traffic information)

  Yes

  No

  N/A

• Art Wall program meets standards (Art Wall program is in place and includes the following:A minimum of 4 pieces of artwork by local artists, Each piece of artwork labeled per brand guidelines artist art wall card specifications including:Artist’s Name and Contact Information, Name of the piece of Art being displayed, Date it was commissioned, Brief Description of the Art, Price)

  Yes

  No

  N/A

• Aloft Ticker meets standards (LED ‘Rise Vision’ pixel ticker)

  Yes

  No

  N/A

• Aloft Video wall meets standards (In place 24 hours a day, In the lobby, Digitally enhanced art, Should not be showing regular TV programming such as: Sports, daytime TV, etc)

  Yes

  No

  N/A

• Associate can explain Marriott Bonvoy Elite Member benefits

  Yes

  No

  N/A

• Platinum Elite/Platinum Premier Elite welcome gift choice meets standard (during the MOD audit, engage a front desk associate and ask about Platinum Elite/Platinum Premier Elite Arrival gift)

  Yes

  No

  N/A

• Are all food handled by talents following the safety and hygiene standards (should not handle any ready to eat food with bare hands)

  Yes

  No

  N/A

• Are any kitchen talents in good health (no one sneezing, feeling unwell) from observation

  Yes

  No

  N/A

• Are all food stored at the proper temperature (check log in the kitchen near the fridges/ chillers)

  Yes

  No

  N/A

• Are all Fire Extinguishers inspected on monthly basis (check the card on the fire extinguishers)

  Safe

  At Risk

  N/A

• Are all corridors free from any obstructions

  Safe

  At Risk

  N/A

• Are all back of house and lift landing areas in back-of-house with a red box/ zone are free from any obstructions

  Safe

  At Risk

  N/A

• Are LP officers patrolling the hotel premises

  Yes

  No

  N/A

• Is the CCTV room access restricted or open to everyone?

  Yes

  No

  N/A

• What is today's Threat Condition?

  Yes

  No

  N/A

• What is today's Threat Condition:

• Guestroom

  Media

• Lobby

  Media

• Restaurant

  Media

• Feedback from Guest 1:

• Feedback from Guest 2:

• Feedback from Guest 3:

• Feedback from Talent 1:

• Feedback from Talent 2:

• Feedback from Talent 3:

• From your MOD observation, do you have any A+wesome ideas to improve the service, the operation, the customer satisfaction or the business: