MOD Checklist - Pullman Wenzhou

• 文档编号

• 审计标题

• 客户/地点

• 审计时间

  Date

• 制备

• 位置
  Address

• 人员

一、Lobby Activity / Hotel Orientation 大堂状况

• Entrance Doors 入口<br>Cleanliness 是否干净<br>Visible and clean 显著度及清洁度<br>Appealing 吸引人的<br>Light Sufficiency 灯光是否充足

  Yes

  No

  N/A

• 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 Wenzhou” 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，欢迎光临温州铂尔曼酒店）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>Front desk petty cash 前台备用金

  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

• Check the house phone in lobby 检查大堂和公共电话<br>Are they working properly?电话是否在可使用状态？<br>Is the note pad,pen and paper set is complete?是否有便签本及纸笔？

  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 Wenzhou” 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，欢迎光临温州铂尔曼酒店）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 “Wanda Club” 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>Guests offered a welcome drink 为到店客人准备欢迎饮料<br>Brand sense “thyme” 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 Wenzhou” 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，欢迎光临温州铂尔曼酒店）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 Wenzhou” 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，欢迎光临温州铂尔曼酒店）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、Room service experience 送餐服务

• Answer the call within 3 rings with warm 3 声内接听电话，热情，友好清晰

  Yes

  No

  N/A

• The voice pleasant, professional, polite and unrushed 声音悦耳，职业，有礼貌且不匆忙

  Yes

  No

  N/A

• Called your name at least 2 times 至少2次使用您的名字

  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

• Inquire preference of condiment, offer low-fat or non-fat items if applicable 询问对调味品的偏好，如需要是否为您提供一些低脂或无脂产品

  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

• An estimated time of delivery was specifically mentioned, preparation + food transportation = delivery time. Shopper note: Single beverage orders including tea & coffee order = 15 minutes. Breakfast = 20 minutes regular orders, lunch and dinner = 30 minutes 送餐时间=制作时间+运送时间， 注意要点：饮料订单（包括茶和咖啡）送餐时间为15分钟， 早餐送餐时间为20分钟 其它订单如午餐和晚餐送餐时间为30分钟

  Yes

  No

  N/A

• All In-Room Dining staff are well groomed, have uniforms in good condition and display proper hygiene 所有送餐部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

• Overall, the in-room dining experience meets expectations 总体来说，送房用餐体验符合预期

  Yes

  No

  N/A

• In-Room Dining Cleanliness - F,F&E is clean and does not require housekeeping<br>送餐服务的清洁 – 所有工作设备保持干净，无需客房部来帮助

  Yes

  No

  N/A

七、Meeting & Events 会议与宴会活动

• LCD显示屏<br>Events Board Corresponding with Daily Events List. If no events, then Event board featuring hotel information / promotions 确认LCD信息发布与当日会议/宴会活动内容一致。如当日无会议活动，确认LCD发布内容为酒店促销活动

  Yes

  No

  N/A

• Foyer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 Wenzhou” 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，欢迎光临温州铂尔曼酒店）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、Public Toilet 公共卫生间

• ADD 西餐厅<br>Cleanliness 干净度

  Yes

  No

  N/A

• Banquet 宴会厅<br>Cleanliness 干净度

  Yes

  No

  N/A

九、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

• Light level 灯光照明度<br>Appropriate and no bulbs burned 是否适当且没有坏掉得灯泡

  Yes

  No

  N/A

• Music 音乐<br>Background,soft music 背景音乐，轻音乐

  Yes

  No

  N/A

• Emergency button available 呼叫按钮是否可以使用<br>Are they clean是否干净<br>Any sign of vandalism 是否有故意破坏的记号

  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>Any sign of vandalism 是否有故意破坏的记号

  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

十、Health Club 健身中心

• 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

十一、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

十二、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

• Day and night lights setting（energy saving）检查灯光设置（节能）

  Yes

  No

  N/A

• The air condition setting(energy saving）检查空调设置（节能）

  Yes

  No

  N/A

• Staff at post员工是否在岗

  Yes

  No

  N/A

• All electric equipment in good working condition and energy saving setting所有电气设备是否处于安全节能状态

  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

• B2 Receiving Area is clean, tidy and dry B2 收货平台区域干净整洁

  Yes

  No

  N/A

• B2 Parking Area is clean & dry; no garbage disposal B2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

十三、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

十四、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

• Check the dangerous and chemical stuff store room; check the site and situation where it being used 危险品和化学品仓库检查，使用点位和情况检查

  Safe

  At Risk

  N/A

• Whether STW TMs wear PPE or not during the working time? / protective mask、acid and alkali resistant gloves、acid and alkali resistant shoes、acid and alkali resistant clothing）管事部员工工作期间是否穿戴劳防用品/（防护面罩+防酸碱手套+防酸碱鞋+防酸碱服

  Yes

  No

  N/A

• Whether electrician wearing PPE or not during live operation of high and low voltage daily check and maintenance operation? /safety helmet、anti-shock (ARC) goggles、insulating gloves、Insulating boot、Insulating clothing<if necessary>电工在高、低压带电作业日常巡检和维修作业是否穿戴劳防用品/（安全帽+防电击（弧）护目镜+绝缘手套+绝缘靴+绝缘服（必要时配备）

  Yes

  No

  N/A

• Whether construction personnel wear PPE or not during high work?/ safety helmet 、safety belt 、safety shoes 、protective gloves 高处作业是否穿戴劳防用品/（安全帽+安全带+安全鞋+防护手套）

  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

• Shoe shine supply/Room carpet鞋擦布，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

• Ashtray/Waste bin烟灰缸/垃圾箱

  Yes

  No

  N/A

• Artwork/Stationary folder工艺品/皮具

  Yes

  No

  N/A

• DND sign/Calendar/Magazine/City map勿扰灯/日历/杂志/城市地图

  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/Blanket/Mattress床/枕头/被子/床垫

  Yes

  No

  N/A

Sofa/Armchair沙发

• Cushion/Sofa side table/Stand lamp垫子/沙发/边桌/落地灯

  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

• Curtain remove control/Curtain remove control explanation窗帘遥控器/窗帘遥控器使用说明

  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/Bathroom weight scale吹风机/健康秤

  Yes

  No

  N/A

• Waste/Ashtray/Soap dish垃圾桶/烟灰缸/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/Ceiling access天花板/天花板维修入口

  Yes

  No

  N/A

• Shampoo/Body lotion/Nail file/Sewing kit洗发水/护肤液/指甲锉/针线包

  Yes

  No

  N/A

• Soap/Cotton buds/Shower cap肥皂/棉棒/浴帽

  Yes

  No

  N/A

• Tissue box/Toothbrush/Paste/Razor kit纸巾盒/牙刷/牙膏/剃须刀

  Yes

  No

  N/A

十七、Answer telephone standard电话接听规范（至少抽查3名员工）

• Comments结果 Department 部门 Name姓名 Yes or No是否符合

十八、Product knowledge 产品知识（至少抽查3名员工）

• Comments结果 Department 部门 Name姓名 Yes or No是否符合