MOD Checklists - MangoHouse LXR

• MangoHouse Seychelles, LXR Hotel and Resort

  Select

• Conducted on

  Date

• Prepared by

• Get the names of all In-Charge Team Members from the various departments

• Receive handover from FO for VIP In-House, Service Recovery Log

• Follow up personally on escalated incidents and on all issues on the Service Recovery Report pending for the night

• Meet all Hilton Honors Diamond and Gold, other VIP highlighted by FO and guests from the previous DM Manager Report

• Tour Heart of the House

• Tour Front of the House

• Inspection of 2 Rooms from different categories (preferably arrival rooms and check personalized set-up based on requests and number of pax)

• Handover with Front Office Night Auditor before leaving and sending report

• Be present actively in the Drawing Room & Guest Areas throughout duty

• MOD's should meet evening arrival guests during their shift from 6pm - 10pm (Atleast fill-out one arrival form)

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• "Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• Guests are greeted within 30 seconds of arriving at the mainhouse

  Yes

  No

  N/A

• Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room

  Yes

  No

  N/A

• The guest is offered an a tour of the mainhouse

  Yes

  No

  N/A

• Orientation to the resort is helpful, consisting of relevant details and/or personalized information

  Yes

  No

  N/A

• The guests are escorted to their room/house

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it

  Yes

  No

  N/A

• Luggage delivered within 10 minutes of registration completion

  Yes

  No

  N/A

• If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Guest room, Guest name and feedback (Find opportunity to solve a problem or surprise and delight)

• Guest room, Guest name and feedback (Find opportunity to solve a problem or surprise and delight)

• Guest room, Guest name and feedback (Find opportunity to solve a problem or surprise and delight)

• Guest room, Guest name and feedback (Find opportunity to solve a problem or surprise and delight)

• Guest room, Guest name and feedback (Find opportunity to solve a problem or surprise and delight)

• Did all hotel Employees' uniform appear fresh, clean, polished and well fitted, with a name tag on the left lapel and mask on.

  Yes

  No

  N/A

• Did all hotel Employees maintain alert posture, no hands in pockets or folded arms and avoid excessive personal chatting amongst themselves ?

  Yes

  No

  N/A

• Did all Employees acknowledge guests with eye contact (within 10 feet), a friendly smile and a verbal greeting (within 5 feet)?

  Yes

  No

  N/A

• Did all Employees exhibit Mango House vocabulary without common slang.

  Yes

  No

  N/A

• Were all Employees knowledgeable about the House, including that day’s events ?

  Yes

  No

  N/A

• Did all Employees accompany guests to requested areas ?

  Yes

  No

  N/A

• Did all Employees pick up items and debris in the public area ?

  Yes

  No

  N/A

• Did all Employees approach guests who appear lost or unsure and assist them or accompany them to the requested area?

  Yes

  No

  N/A

• Did All Employees give special attention to children?

  Yes

  No

  N/A

• Are all Public areas of the House clean and free of debris

  Yes

  No

  N/A

• Are all lights and music systems on the Evening/ Night mode and playlist

  Yes

  No

  N/A

• Gardens/ potted plants are in healthy and neat

  Yes

  No

  N/A

Heart of House

• Did all hotel Employees' uniform appear fresh, clean, polished and well fitted, with a name tag on the left lapel and mask on.

  Yes

  No

  N/A

• Did all Employees address the guests and other Mango House Employees in a courteous and attentive manner ?

  Yes

  No

  N/A

• Are all Areas of the Back of House clean and free of debris

  Yes

  No

  N/A

• Is the Canteen clean and hygienic?

  Yes

  No

  N/A

• Are the Notice Boards updated with current information and STEP Scores

  Yes

  No

  N/A

• Is the Security Pavillion at the Main Gate manned ?

  Yes

  No

  N/A

• "All buggies are clean, charging?

  Yes

  No

  N/A

• No buggies should be parked on Guests passage"

  Yes

  No

  N/A

• Are all lights and computers in empty offices switched off?

  Yes

  No

  N/A

Guest Room Inspection - Arrival

• Room Number?

• Upon arrival, the room has an extremely fresh, comfortable atmosphere

  Yes

  No

  N/A

• What's the room temperature (AC)?

  Yes

  No

  N/A

• A specific welcome gift or amenity is provided on the day of arrival

  Yes

  No

  N/A

• The guest room is well-soundproofed

  Yes

  No

  N/A

• Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• Hotel collateral and any printed products are in excellent condition

  Yes

  No

  N/A

• Hotel collateral is accurate and grammatically correct; if provided, magazines are current

  Yes

  No

  N/A

• The bed is clean and in excellent condition

  Yes

  No

  N/A

• The closets and shelves/drawers are generously spacious and very well lit

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for all types of garments

  Yes

  No

  N/A

• Fresh flowers or live plants are provided by the hotel in the guest room

  Yes

  No

  N/A

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• Beds have a comfortable, well made and plush appearance?

  Yes

  No

  N/A

• Cushions and pillows are “puffed up,” in like-new condition and free of stains, holes and tears?

  Yes

  No

  N/A

• If available, the outdoor balcony/patio is exceptionally clean and in excellent condition

  Yes

  No

  N/A

• "Robes, slippers and bathroom linens are all clean and in excellent condition

  Yes

  No

  N/A

• The bathroom is exceptionally clean

  Yes

  No

  N/A

• Is the bathroom pre set with the standard number of guests?

  Yes

  No

  N/A

• Drapes and blinds are presentable; they hang properly and close properly?

  Yes

  No

  N/A

• The balcony is clean with furniture present?

  Yes

  No

  N/A

• Are there kettle & coffee machine in the minibar area, clean / polished?

  Yes

  No

  N/A

• Are there branded water bottles in the room with a clear display of polished glasses?

  Yes

  No

  N/A

• Is the minibar fridge presentable with no dirty spots on the inside and outside?

  Yes

  No

  N/A

• Inside tea & coffee drawer - all items presented neatly

  Yes

  No

  N/A

• Flyers with the house activities, in-house dining and restaurant menu available in the guest room?

  Yes

  No

  N/A

• Reservation requests are honored (setup for special occasions, bed setup, etc)

  Yes

  No

  N/A

Guest Room Inspection 1

• Room Number?

• What's the room temperature (AC)?

  Yes

  No

  N/A

• Upon arrival, the room has an extremely fresh, comfortable atmosphere

  Yes

  No

  N/A

• A specific welcome gift or amenity is provided on the day of arrival

  Yes

  No

  N/A

• The guest room is well-soundproofed

  Yes

  No

  N/A

• Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• Hotel collateral and any printed products are in excellent condition

  Yes

  No

  N/A

• Hotel collateral is accurate and grammatically correct; if provided, magazines are current

  Yes

  No

  N/A

• The bed is clean and in excellent condition

  Yes

  No

  N/A

• The closets and shelves/drawers are generously spacious and very well lit

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for all types of garments

  Yes

  No

  N/A

• Fresh flowers or live plants are provided by the hotel in the guest room

  Yes

  No

  N/A

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• Beds have a comfortable, well made and plush appearance?

  Yes

  No

  N/A

• Cushions and pillows are “puffed up,” in like-new condition and free of stains, holes and tears?

  Yes

  No

  N/A

• If available, the outdoor balcony/patio is exceptionally clean and in excellent condition

  Yes

  No

  N/A

• "Robes, slippers and bathroom linens are all clean and in excellent condition

  Yes

  No

  N/A

• The bathroom is exceptionally clean

  Yes

  No

  N/A

• Is the bathroom pre set with the standard number of guests?

  Yes

  No

  N/A

• Drapes and blinds are presentable; they hang properly and close properly?

  Yes

  No

  N/A

• The balcony is clean with furniture present?

  Yes

  No

  N/A

• Are there kettle & coffee machine in the minibar area, clean / polished?

  Yes

  No

  N/A

• Are there branded water bottles in the room with a clear display of polished glasses?

  Yes

  No

  N/A

• Is the minibar fridge presentable with no dirty spots on the inside and outside?

  Yes

  No

  N/A

• Inside tea & coffee drawer - all items presented neatly

  Yes

  No

  N/A

• Flyers with the house activities, in-house dining and restaurant menu available in the guest room?

  Yes

  No

  N/A

• Reservation requests are honored (setup for special occasions, bed setup, etc)

  Yes

  No

  N/A

Dinner Service Checklist

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• The guest is escorted to their table and provided with chair assistance

  Yes

  No

  N/A

• Once the guest is seated, the table is politely greeted within one minute

  Yes

  No

  N/A

• Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Staff can helpfully discuss details of menu items

  Yes

  No

  N/A

• Staff can helpfully discuss beverage offerings

  Yes

  No

  N/A

• Foods and beverages are fresh and use high quality ingredients

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Portions are appropriate

  Yes

  No

  N/A

• Food presentation is precise and carefully plated

  Yes

  No

  N/A

• Cooking is done properly and as requested

  Yes

  No

  N/A

• Condiments are elegantly presented

  Yes

  No

  N/A

• It is possible to receive a selection of specialty coffees and teas at any time

  Yes

  No

  N/A

• Coffee and tea service is presented in a refined manner

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• Cloth napkins are used and are in excellent condition, clean and pressed

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• The presentation of the bill is prompt

  Yes

  No

  N/A

• The bill is accurate

  Yes

  No

  N/A

• Vacated tables are cleared within five minutes

  Yes

  No

  N/A