MOD Checklist - Pullman GuangZhou

• 文档编号

• undefined

• 审计标题

• 客户/地点

• 审计时间

  Date

• 制备

• 位置
  Address

• 人员

Incident Report 事件报告

• 是

  否

  不适用

Guest Request 客人要求

• 是

  否

  不适用

一、Lobby Activity / Hotel Orientation 大堂状况

• Signage 招牌<br>Cleanliness 是否干净？Lighting 灯光是否充足？<br>Visible and clean 显著度及清洁度

  Yes

  No

  N/A

• Bellman/Boy行李员<br>Are all area clean and sufficient staffing present ?礼宾区域是否干净，员工是否在岗？<br>Whether the concierge in the lobby of the hotel should serve the guests according to the schedule (driving door, help with luggage, etc.) 酒店大堂外礼宾员是否按标准为客人服务（开车门，帮助拿行李等）

  Yes

  No

  N/A

• The lobby area on 1st Floor 一层大堂区域<br>Check whether the facilities in the lobby are in good condition, light, music, and aromatherapy meet the brand standard. 检查酒店大堂的设施设备是否完好，灯光，音乐，香薰是否符合品牌标准<br>Check the lobby elevator, the bathroom is clean and tidy. 检查大堂电梯间，洗手间是否干净整洁<br>Carpet/Marble condition/Wall/Pillars/Furniture/Plants/Flower arrangements nice and appealing are clean and well maintained/地毯/大理石状况/墙壁/梁柱/家具/植物/花卉摆设是否干净及良好保养

  Yes

  No

  N/A

• Cleanliness of area 公共区域清洁度<br>Is the entire Lounge area clean? Including sofas ，Chairs and carpet?是否全部休息区域都干净？

  Yes

  No

  N/A

• Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁，佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Guangzhou by team members<br>大堂工作人员面带微笑并使用礼貌用语（早上好/下午好/晚上好，欢迎光临广州铂尔曼酒店）迎接客人

  Yes

  No

  N/A

• Security 安全<br>Friendly 友善的，Attentive 细心的<br>Staff at post 员工是否在岗<br>

  Yes

  No

  N/A

• Check all emergency exit doors on the ground floor紧急出口的检查<br>Are the lights working?灯是否开启？<br>Is the exit free of obstacles?出口是否通畅无阻？

  Yes

  No

  N/A

二、Front desk 前台

• Reception/Front desk接待/前台<br>Guest name will be used 是否称呼客人姓名<br>Uniforms clean and name badge制服干净整洁，佩戴名牌<br>FO team are making eye contact and engaging with guests. Talking, sharing etc. Not just “processing” their requests 前厅部工作人员与客人有充分交流并保持礼貌眼神接触：礼貌交谈、分享酒店信息，而不仅仅是机械执行本岗职责<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Guangzhou ” by team members<br>大堂工作人员面带微笑并使用礼貌用语（早上好/下午好/晚上好，欢迎光临广州铂尔曼酒店）迎接客人

  Yes

  No

  N/A

• Welcomer欢迎大使<br>Welcomer on position, service procedure by brand guideline <br>欢迎大使在大堂工作，并按规定服务客人

  Yes

  No

  N/A

• Arrival 到店<br>Offer the opportunity to enroll in the “ALL” program if guest is not a members 确保与非会员住客分享入会计划和优惠信息<br>Guest who are waiting for C/I or C/O are acknowledged by FO team members while they wait 总是告知等待办理入住/离店手续的客人需要等候的时间<br>Aromatherapy scent can be smelled at main door and at check in area and elevator landing area 香氛系统工作正常，大堂门口、办理入住区域以及客梯厅均有香气

  Yes

  No

  N/A

三、VIP Arrival 重要客人到店活动

• Review VIP Arrivals 了解重要客人到店信息<br>Greeting to VIP with welcomer, check message whether sent to related management or not 同欢迎大使一起迎接客人，确保团队信息已发给各相关部门负责人

  Yes

  No

  N/A

四、Lobby Bar 大堂吧

• Host领位 / Staff 工作人员<br>Host / staff present upon arrival (greets and seats guest promptly if hosted) 领位员/工作人员在客人到达时(如接待客人，及时接待客人)<br>Whether the staff serve the guests according to the service standard.工作人员是否按服务标准服务客人

  Yes

  No

  N/A

• Music音乐<br>Background music 背景音乐

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡

  Yes

  No

  N/A

• Carpet/Flooring地毯及地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Menu cards/Wine list clean and well presented 菜单及酒单必须是干净并且摆设良好

  Yes

  No

  N/A

• Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁，佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Guangzhou ” by team members<br>工作人员面带微笑并使用礼貌用语（早上好/下午好/晚上好，欢迎光临广州铂尔曼酒店）迎接客人

  Yes

  No

  N/A

五、ADD 全日餐厅

• Welcome欢迎<br>Staff acknowledges guest upon arrival 员工能在客人到达餐厅时认知客人并称呼对方

  Yes

  No

  N/A

• Service 服务<br>Staff knowledgeable about buffet and its offerings 员工熟知自助餐的食品以及所提供的食品<br>Staff enquires as to guest satisfaction (at least once) but not in excess 员工询问客人的满意度（至少一次）<br>Staff professionally presents bill with pen 员工专业的提供账单并且有笔<br>Staff thanks guest and offers a pleasant parting comment (i.e. "thank you, have a nice day") 员工有致谢客人并提供愉快的临别祝福语（例如欢迎您的光临，祝您今天过得愉快）<br>Service is properly timed (beverage brought, dishes cleared, etc.)服务是符合标准的（饮料的服务，撤盘等等)<br>All Restaurant staff demonstrate proper service etiquette (efficient, friendly, attentive, professional, and sufficiently multilingual)<br>所有餐厅员工都表现出良好的服务礼仪（高效、友好、专注、专业和多种语言）

  Yes

  No

  N/A

• Buffet Restaurant Cleanliness 自助餐厅的清洁<br>Buffet and Food Serving Area is clean 自助餐和食物服务区保持干净<br>

  Yes

  No

  N/A

• Flooring地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好<br>Floor is clean 地板是干净的<br>Walls/Doors/Ceiling/ Windows/Treatments are clean 墙/门/天花板/窗户/处理是干净的<br>Furniture/ Equipment/Décor Items is clean 家具/设备/装饰物是清洁的

  Yes

  No

  N/A

• Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁，佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Guangzhou ” by team members 工作人员面带微笑并使用礼貌用语（早上好/下午好/晚上好，欢迎光临广州铂尔曼酒店）迎接客人

  Yes

  No

  N/A

• Overall总体<br>Overall, the buffet experience meets expectations 总体来说，自助餐体验符合预期

  Yes

  No

  N/A

六、Chinese Restaurant Service 中餐厅服务

• Was the guest greeted or acknowledged within 1 minute upon <br>entering the restaurant? 客人是否在1分钟内受到问候<br>进入餐厅?

  Yes

  No

  N/A

• Did the employee offer seating assistance?员工是否提供座位服务帮助?

  Yes

  No

  N/A

• Did the employee present the menu and explain any specials of the day where applicable (i.e. soup, fish, etc.) and/or any items that were not available?员工是否出示菜单并解释当天的特色菜(如汤、鱼等)和/或任何没有的菜?

  Yes

  No

  N/A

• Was the waiter able to answer any questions with regard to the menu and its ingredients?<br>员工能回答任何关于菜单和配料的问题吗?

  Yes

  No

  N/A

• Listen patiently without interrupting, ensure a complete order by suggesting beverages for all order, desserts for for lunch and dinner order 耐心倾听且没有打断您，是否建议一些饮料，甜点，如果是午餐和晚餐的话，从而使您的点餐完整

  Yes

  No

  N/A

• Knowledgeable of the ingredients, preparation and serving time of each menu item, and provided accurate information upon request 对配料，所有菜单上的菜品制作及上菜时间熟悉，如被问及是否提供准确的消息

  Yes

  No

  N/A

• Pay special attention on dietary requirement, make an effort to accommodate off-menu request and offer alternative, offer to check and call back if unsure instead of saving No right away 关注您的特殊饮食需求，努力满足您的菜单外点单提供可选方案，如不确定是否告知您核实后再打过来而不是立刻予以否定

  Yes

  No

  N/A

• Repeat the order to the guest for confirmation,he/she alway ask if there is anything else that he/she can assist with you 重复确认订单，是否总是询问您还有其它什么事情可以提供帮助

  Yes

  No

  N/A

• Was the main course served within 20 minutes of starter being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?主菜是在开胃菜下架后的20分钟内上桌的吗?如果没有点开胃菜，主菜是在30分钟内上桌的吗?

  Yes

  No

  N/A

• Flooring地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好<br>Floor is clean 地板是干净的<br>Walls/Doors/Ceiling/ Windows/Treatments are clean 墙/门/天花板/窗户/处理是干净的<br>Furniture/ Equipment/Décor Items is clean 家具/设备/装饰物是清洁的

  Yes

  No

  N/A

• All staff are well groomed, have uniforms in good condition and display proper hygiene 所有中餐厅员工的仪容仪表都是整洁的，制服整洁和良好的个人卫生。

  Yes

  No

  N/A

• Thank you for your order at the end of your call 在结束时感激您的点餐

  Yes

  No

  N/A

• Did the employee offer a sincere farewell at the end of the meal and show appreciation?用餐结束时，员工是否真诚地告别并表示感谢?

  Yes

  No

  N/A

七、Meeting & Events 会议与宴会活动

• Event Signage 会议水牌<br>Events Signage with Daily Events List. 确认会议水牌信息发布与当日会议/宴会活动内容一致。

  Yes

  No

  N/A

• Grand Ball Room大宴会厅外场<br>Cleanliness干净度

  Yes

  No

  N/A

• Security安全<br>Check events/setup/temporary electricity of operation license检查宴会活动布展/搭建/临时用电作业<br>Confirm events is set up in accordance with standard 确认宴会活动布展/搭建是否符合宴会活动搭建规范

  Yes

  No

  N/A

• Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁，佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Guangzhou ” by team members 工作人员面带微笑并使用礼貌用语（早上好/下午好/晚上好，欢迎光临广州铂尔曼酒店）迎接客人

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡

  Yes

  No

  N/A

• Climate control温度控制<br>Adequate 是否够冷，暖

  Yes

  No

  N/A

• Carpet/Flooring地毯及地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

八 Inspect guest elevator电梯检查

• Elevator电梯<br>Check whether the elevator operates normally <br>检查电梯是否正常营运

  Yes

  No

  N/A

• Cleanliness of area区域清洁度<br>Cleanliness 干净度

  Yes

  No

  N/A

• <br>Are they clean是否干净

  Yes

  No

  N/A

• Check all back of the house elevator员工电梯检查<br>Are they clean是否干净<br>

  Yes

  No

  N/A

• The poster电梯宣传画<br>Cleanliness and no vandalism干净度及无故意损坏

  Yes

  No

  N/A

九、Health Club and Swimming Pool 健身中心与游泳池

• TV & Music 电视和音乐<br>TV in Fitness & Music Operation 电视、背景音乐工作正常

  Yes

  No

  N/A

• Service 服务<br>Reception Manner 接待人员礼节规范<br>Attendant On Duty To Provided Towels & Assistance 当班工作人员主动为客人提供毛巾等帮助<br>Pool Attendant On Duty 泳池救生员在场

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好<br>Female & Male Lockers Room Clean 男女更衣室干净整洁

  Yes

  No

  N/A

• Facilities Are In Good Condition 设施功能正常<br>Is all fitness equipment in good working condition 所有器械是否处于正常状态<br>Pool water Visibility and Right Temperature 泳池水清澈见底、温度适宜<br>Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡<br>Is there a health club attendant in the Gym to assist guests是否有一位健身房员工在协助客人

  Yes

  No

  N/A

十、Parking area 停车场

• Is the floor clean and in good condition 是否干净整洁，处于良好状态

  Yes

  No

  N/A

• Are the lights working灯是否开启

  Yes

  No

  N/A

• Is the exit free of obstacles 出口是否通畅无阻

  Yes

  No

  N/A

十一、Back of house 后场区域

• Is the exit free of obstacles 出口是否通畅无阻

  Yes

  No

  N/A

• Staff at post员工是否在岗

  Yes

  No

  N/A

• Dour lock/Security chain/Safety lock门锁，安全锁链

  Yes

  No

  N/A

• Garbage Compactor Room Garbage Separated Properly & In Respective Container 垃圾分类处理

  Yes

  No

  N/A

• Garbage Compactor Room is clean & dry 垃圾房干净整洁

  Yes

  No

  N/A

• Receiving Area is clean, tidy and dry 收货平台区域干净整洁

  Yes

  No

  N/A

• Parking Area is clean & dry; no garbage disposal 停车场区域干净整洁，无垃圾堆放

  Yes

  No

  N/A

• General Store & Beverage Store Lock 总库或酒水库已上锁

  Yes

  No

  N/A

• Cargo & Staff Lifts Clean & Working Condition 货梯/员工梯干净，运行正常

  Yes

  No

  N/A

十二、Staff canteen员工餐厅

• Food and beverage safety菜肴食品安全质量

  Yes

  No

  N/A

• Table/Floor餐桌/地板<br>Clean and well maintained 清洁保养度及是否干净

  Yes

  No

  N/A

• Staff 员工<br>Uniforms clean and neat with name badge制服干净整洁佩戴名牌

  Yes

  No

  N/A

十三、Locker男女更衣室

• Cleanliness of area 区域清洁度<br>Cleanliness of area 区域清洁度<br>No personal belongings stored outside lockers 无私人物品悬挂在外<br>Rest Room Are Clean & Tidy and smell good 休息室整洁无异味

  Yes

  No

  N/A

• Facilities 设施<br>Facilities Are In Good Condition 设施功能正常<br>Cabinet lock/safety柜门锁安全<br>Air Conditioning & Lighting Are In Good Condition 空调及灯具可正常使用

  Yes

  No

  N/A

十四、Accor Cornor 雅高角

• Accor corner entrance lock雅高角进口门锁 Door frame 门框 Lighting 灯光情况 TV set 电视机Remote control遥控器 Furniture & fitting condition家具情况 Ceiling condition 天花板情况

  是

  否

  不适用

• 是

  否

  不适用

十五、Security Operation 安全运行状况

• Vendors & Visitors Registration at Security Checkpoint 来访者全部进行登记

  Yes

  No

  N/A

• Staff Are Inspected In & Out 员工上下班携带物品经过检查

  Yes

  No

  N/A

• Are there any guests injured？ 是否有客人受伤?

  Yes

  No

  N/A

• Are there any team members injured? 是否有员工受伤？

  Yes

  No

  N/A

• Are there any unsafe behaviors of guests? 客人是否有不安全行为？

  Yes

  No

  N/A

• Are there any unsafe behaviors of team members? 员工是否有不安全行为？

  Yes

  No

  N/A

• Are there any potential safety hazard of facilities in the hotel? 酒店设施是否有安全隐患？

  Yes

  No

  N/A

十六、Room Inspection Checklist客房检查表（至少检查3间房）

• Room No.房间号

• Room Type房型

Entrance入口 1.Door/Room No./Fire Escape Instruction门号牌，防火须知 2.Door View/Door frame/Door Handle门外观，门框，门把手 3.Door Lock/Security Chain/Safety Lock门锁，安全锁链 4.Check day and night room light setting(energy saving) 5.DND/Door bell

• Door/Room No./Fire Escape Instruction门号牌，防火须知

  Yes

  No

  N/A

• Door View/Door frame/Door Handle门外观，门框，门把手

  Yes

  No

  N/A

• Door Lock/Security Chain/Safety Lock门锁，安全锁链

  Yes

  No

  N/A

• Check day and night room light setting(energy saving)灯光设置

  Yes

  No

  N/A

• DND/Door bell请勿打扰/门铃

  Yes

  No

  N/A

Closet壁橱

• Wardrobe door/Wall in wardrobe壁橱门，壁橱墙壁

  Yes

  No

  N/A

• Closet rail/Drawer/Shelves壁橱横竿/抽屉/隔板

  Yes

  No

  N/A

• Bathrobe/Male/Female clothes hangers浴衣，衣架

  Yes

  No

  N/A

• Room carpet房间地毯

  Yes

  No

  N/A

• Light switch/Panel/Safe deposit box开关，面板，保险柜

  Yes

  No

  N/A

• Air-conditioner/Thermostat空调/温度调节装置

  Yes

  No

  N/A

• Laundry bags/List/Slippers洗衣袋/洗衣单/拖鞋

  Yes

  No

  N/A

Luggage Rack 行李架

• Luggage rack/Backboard行李架/背板

  Yes

  No

  N/A

TV and Minibar电视和迷你吧

• Television stand/Door wings电视架/柜门边翼

  Yes

  No

  N/A

• TV set /Remote control电视/遥控器

  Yes

  No

  N/A

• Minibar set up/List/Fridge cleanliness迷你吧设置/酒水单/冰箱清洁度

  Yes

  No

  N/A

• Coffee table/Fruit plate/Ashtray咖啡桌/水果盘/烟灰缸

  Yes

  No

  N/A

• Electric kettle inside/outside cleanliness 电热水壶内外清洁

  Yes

  No

  N/A

• Coffee and tea supplies ,sugars/Milk powder咖啡/茶/糖/伴侣

  Yes

  No

  N/A

• Glasses/Drinking water bottle/tags杯子/饮料瓶/标签

  Yes

  No

  N/A

Writing desk/Amenities写字桌/用品布置

• Writing desk/Desk chair/Telephone/Desk lamp写字桌/桌前椅/电话/台灯

  Yes

  No

  N/A

• Waste bin垃圾箱

  Yes

  No

  N/A

• Artwork/Stationary folder工艺品/皮具

  Yes

  No

  N/A

• Yes

  No

  N/A

• DND sign/Room Service Menu/Room Directory/Pullman Pillow Menu/Jogging map勿扰灯/客房送餐菜单/客房服务指南/铂尔曼睡枕菜单/慢跑小径

  Yes

  No

  N/A

Night stand开夜床

• Bedside table /Drawer/Yellow pages/ Whites pages床头柜/抽屉/电话本/纸张

  Yes

  No

  N/A

• Leather note pad/Ball-pen/Telephone皮垫/圆珠笔/电话

  Yes

  No

  N/A

• Bedside table lamp/Stand床头灯/抽屉

  Yes

  No

  N/A

Bed 床

• Headboard床头板

  Yes

  No

  N/A

• Bed/Pillow/Duvet/Mattress床/枕头/被子/床垫

  Yes

  No

  N/A

Sofa/Armchair沙发

• Cushion/Sofa side table/lamp垫子/沙发/边桌/台灯

  Yes

  No

  N/A

Curtains窗帘

• Heavy curtain/Sheer curtain遮光帘/薄纱帘

  Yes

  No

  N/A

• Curtain rail窗帘架/轨道

  Yes

  No

  N/A

Bathroom浴室

• Door knob/Lock/Latch/Marble/Frame门把手/锁/大理石/框架

  Yes

  No

  N/A

• Bathtub/Extra shower cubicle/Shower cubicle door浴缸/独立浴室/独立浴室门

  Yes

  No

  N/A

• Shower head/Faucets/Walls/Tiles浴头/水龙头/墙部瓷砖

  Yes

  No

  N/A

• Toilet flush/Toilet roll/Holder冲水开关/厕纸/托架

  Yes

  No

  N/A

• Basin/Drain/Stopper/Lever/Amenity tray洗盆/下水口/水开关/杠杆/用品盒

  Yes

  No

  N/A

• Drain stopper/Floor drain下水堵口/地漏

  Yes

  No

  N/A

• Wall telephone/Mirror/Bathroom glasses墙上电话/镜子/刷牙杯

  Yes

  No

  N/A

• Hair dryer吹风机

  Yes

  No

  N/A

• Waste/Soap dish垃圾桶/肥皂盒

  Yes

  No

  N/A

• Towels(Hand/Face/Bath towel)毛巾（手巾/脸巾/浴巾）

  Yes

  No

  N/A

• Ceiling天花板

  Yes

  No

  N/A

• Shampoo/Body lotion/Conditioner/Shower Gel洗发水/护肤液/护发素/沐浴露

  Yes

  No

  N/A

• Soap/Cotton buds/Cotton Pads/Shower cap肥皂/棉棒/化妆棉/浴帽

  Yes

  No

  N/A

• Tissue box纸巾盒

  安全

  存在风险

  不适用

Other Items 其它事项

• 是

  否

  不适用

Guest Comments 宾客意见反馈

• 是

  否

  不适用

Summary of Report 总结报告

• Inspection of Fire Staircase<br>Door handle is in good conditon.<br>Fair door can complete closed.<br>There are no obstruction in the fire staircase.<br>是<br>Powered by<br>13/17<br>The area clean and tidy<br>The Fire exit signage is in good condition<br>消防楼梯门把手是否松动<br>消防门是否能完全关闭<br>楼梯间是否有杂物<br>是否干净整洁<br>安全出口指示灯是否正常明亮显示

  是

  否

  不适用

• Inspection room of Novotel 诺富特房间检查

  是

  否

  不适用

• Inspection of Novotel Food Exchange Restaurant巡视诺富特食宜餐厅

  是

  否

  不适用

• Inspection of Novotel Lobby巡视诺富特大堂

  是

  否

  不适用

• Inspection of Hotel Parking entrance and ensure is accessible and no online taxi block the entrance 巡视酒店停车场入口处确保畅通，无网约车乱停

  是

  否

  不适用