MOD Report - Hilton Shanghai Hongqiao

• Conducted on

  Date

• Prepared by

• Occupancy

• Over Booking

  Yes

  No

  N/A

• F&B Reservation

• Breakfast

• EF Lunch

• EF Dinner

• Please Email to all morning briefing team on the follow morning and backup in L-COMMON-MOD -MOD Report请在第二天早上以邮件发送给所有早会的成员并将此报告放于公盘中

Audit

FRONT OF THE HOUSE 前台区域

• MAIN ENTRANCE主入口<br><br>- Manned by doormen at all times<br> 门童执勤正常<br>- Glass doors are spotless<br> 玻璃门一尘不染<br>- Carpets are vacuumed and well placed<br> 地毯已用吸尘器清扫过并摆放位置正确<br>- All ashtrays are cleaned<br> 所有烟灰缸都干净整洁

  Yes

  No

  N/A

• DRIVE WAY 车道<br> <br>- Lights of the canopy & driveway should be on when it is dark <br> 当天暗时顶棚和车道的灯保持打开<br>- Both sidewalk and driveway is clean no rubbish on the floor <br> 人行道和车道都干净整洁没有垃圾<br>- Flags are raised properly from sunrise till sunset<br> 国旗必须日出升起，日落下降<br>- Check all areas around the drive way & all lights are working<br> 检查所有车道周围的区域,所有的灯都正常工作

  Yes

  No

  N/A

• LOBBY 大堂<br> <br>- Sofa and table are dusted and well positioned <br> 沙发和茶几都无灰尘并摆放位置正确<br>- Ashtrays are empty and clean <br> 烟灰缸干净无物<br>- Carpet is vacuumed and spotless <br> 地毯已用吸尘器清扫过并一尘不染<br>- Flower arrangements are presentable and replenished <br> 鲜花摆放美观到位<br>- Lights function properly<br> 灯工作正常 <br>- Plants and flowers leaves are dust free, with out dead leaves<br> 植物和花的叶子无尘，无腐烂的叶子<br>- Floor dry and spotless <br> 地板干燥并一尘不染<br>- Mirror ceiling is spotless, table glass top is clean <br> 玻璃墙面一尘不染,桌子玻璃面干净<br>- Grill of AC, ventilation holes dust free & comfortable temperature<br> 空调,通风口无尘并温度适中<br>- Back ground music is on & at a reasonable volume <br> 背景音乐音量适中

  Yes

  No

  N/A

• RECEPTION COUNTER 前台<br> <br>- Counter marble top is neat and clean<br> 柜台大理石干净整洁<br>- Signage board are polished<br> 签名板光滑<br>- Ashtrays stands are emptied and well placed<br> 烟灰缸干净无物并摆放位置正确<br>- Brochure rack is dust free, with enough stock of brochures and <br> tariffs<br> 信息介绍册架无尘，有足够的介绍册和报价单<br>- Flower arrangements are presentable and replenished<br> 鲜花摆放美观到位

  Yes

  No

  N/A

• ELEVATOR LANDING HALL & SCENIC LIFT 电梯<br> <br>- Brass call button plates are free from fingerprints and function well<br> 电梯光面按钮上无指印并运行正常<br>- Signage board are polished<br> 签名板光滑<br>- Ashtrays stands are emptied and well placed<br> 烟灰缸干净无物并摆放位置正确<br>- Brochure rack is dust free, with enough stock of brochures and <br> tariffs<br> 信息介绍册架无尘，有足够的介绍册和报价单<br>- Flower arrangements are presentable and replenished<br> 鲜花摆放美观到位

  Yes

  No

  N/A

• TOLIETS-LOBBY 大堂厕所 <br> <br>- Mirrors are dust free, vases with fresh flowers<br> 镜子干净无尘，花瓶有足够鲜花<br>- Soap dispenses refilled, towel and tissues<br> 皂盒充足，有足够的纸巾<br>- Marble walls are cleaned and dust free<br> 大理石干净无尘<br>- Toilet bowl flushing system is working<br> 厕所手盆冲水系统运行正常<br>- Washbasin are cleaned<br> 洗手碰干净整洁<br>- Lights function properly<br> 灯工作正常 <br>- Free of unpleasant odours<br> 无异味

  Yes

  No

  N/A

• Fortune 源阁<br> <br>- Air count is set at a comfortable temperature<br> 空调温度适宜<br>- All lights are working<br> 所有灯都正常工作<br>- All the equipment work properly.<br> 所有设备都运行正常<br>- Workstations clean and arranged<br> 工作台干净有序<br>- Plants are dust free <br> 植物无尘

  Yes

  No

  N/A

• Tower 1-2 BUILDING EXTERIOR 一栋至二栋外观 <br><br>- Hilton logo lights are working.<br> 希尔顿灯牌正常工作<br>- Windows are closed ,clean and spotless.<br> 窗户保持关闭，干净整洁无灰尘<br>- Plants are in a good position<br> 植物在准确的位置<br>- Free of potential safety hazard <br> 不存在潜在安全隐患

  Yes

  No

  N/A

• Tower 2- L2 CONFERENCE & BANQUET 二栋二楼会议室&宴会厅<br> <br>- Ballroom & meeting room set up according to guest requests<br> 会议室设置按照客人需求<br>- Air count is set at a comfortable temperature<br> 空调温度适宜<br>- Lights are working, plants are dust free<br> 灯正常工作，植物无尘<br>- Back area is clean and tidy<br> 后区干净整洁<br>- Function rooms are locked when not in use<br> 当无人使用时多功能厅紧锁<br>- Signage in front of the door are placed and correctly spelt<br> 门前的签名版拼写正确并摆放位置准确

  Yes

  No

  N/A

• In Room Dinning 送餐部<br> <br>- Air count is set at a comfortable temperature<br> 空调温度适宜<br>- Lights are working<br> 灯正常工作<br>- Back area is clean and tidy<br> 后区干净整洁

  Yes

  No

  N/A

• Tower 2- L2 TOILETS 二栋二楼厕所<br> <br>- Mirrors are dust free, vases with fresh flowers<br> 镜子干净无，花瓶有足够鲜花<br>- Soap dispenses refilled, towel and tissues<br> 皂盒充足，有足够的纸巾<br>- Marble walls are cleaned and dust free<br> 大理石干净无尘<br>- Toilet bowl flushing system is working<br> 厕所手盆冲水系统运行正常<br>- Washbasin are cleaned<br> 洗手碰干净整洁<br>- Lights function properly<br> 灯工作正常 <br>- Free of unpleasant odours<br> 无异味

  Yes

  No

  N/A

• Tower 2-L3 Fitness Centre 二栋三楼健身中心 <br> <br>- Reception desk tidy and manned<br> 接待台整洁并有人控制<br>- Sun beds arranged in a good position at pool area <br> 游泳池区域日光浴床摆放位置正确<br>- Pool guard on duty<br> 救生员正常值班<br>- Music & TV is on<br> 音乐和电视开启<br>- Health Club equipment all fully functional and clean<br> 健身中心设备运行正常并干净整洁<br>- Toilet is clean with enough paper roll, hand towels and flower<br> 厕所干净整洁又足够的手纸，纸巾和鲜花<br>- Toilets are free of unpleasant odours<br> 厕所无异味<br>- Changing room is clean and used towels have been collected<br> 更衣室干净整洁，用过的纸巾处理干净<br>- Newspaper and magazines are available at the lounge<br> 休息室有报纸和杂志提供<br>- Lights are working (Pool, gym, locker room)<br> 灯正常工作（游泳池，健身房，寄存室）<br>- Back area is clean and tidy<br> 后区干净整洁

  Yes

  No

  N/A

• Tower 2- L3 EF Lounge 二栋三楼行政酒廊<br><br>- Air count is set at a comfortable temperature<br> 空调温度适宜<br>- Music at a reasonable volume<br> 音乐音量适中 <br>- Plants are dust free <br> 植物无尘<br>- Back area is clean and tidy <br> 后区干净整洁

  Yes

  No

  N/A

BACK OF THE HOUSE 后台区域

• Tower1-L5 MAGIC 一栋五楼总机中心<br><br>- All cameras/monitors are working <br> 所有监控设备正常运行<br>- Office is clean and tidy <br> 办公室干净整洁<br>- Call agent desk manned with enough TM<br> 话务台有足够的员工<br>- PABX/ Micros/ FCS/ Page/wakeup call systems working well<br> 所有话务系统正常运作 <br>- Back area is clean and tidy<br> 后区干净整洁

  Yes

  No

  N/A

• Tower1 5F 5楼办公室<br><br>- Office doors are locked if nobody on duty, power off<br> 如无人时办公室门紧锁，电源关闭

  Yes

  No

  N/A

• Tower2-B1 TEAM MEMBER RESTAURANT 二栋地下一楼员工餐厅<br><br>- Restaurant is clean<br> 餐厅干净整洁<br>- Air count is set at a comfortable temperature<br> 空调温度适中<br>- Lights are working<br> 灯正常工作

  Yes

  No

  N/A

• RECEIVING & GARBAGE ROOM 收货部, 垃圾房 二栋地下一楼员工餐厅<br><br>- Floor is clean<br> 地板干净整洁<br>- Office doors are locked if nobody on duty<br> 如无人时办公室门紧锁<br>- Lights are working<br> 灯正常工作

  Yes

  No

  N/A

• In Room Dinning 送餐部<br><br>- Air count is set at a comfortable temperature<br> 空调温度适宜<br>- Back area is clean and tidy<br> 后区干净整洁<br>- Lights are working<br> 灯正常工作

  Yes

  No

  N/A

• CCTV Room 监控室<br><br>- Security control station manned<br> 安保控制台在控制中<br>- Area is clean and tidy, lights are working <br> 区域干净整洁，灯正常运作

  Yes

  No

  N/A

• KITCHEN 厨房<br><br>- Floor is clean<br> 地板干净<br>- Back area is clean and tidy<br> 后区干净整洁<br>- Lights are working<br> 灯正常工作

  Yes

  No

  N/A

Telephone Check Items 电话检查项目

• Magic (FD) 电话中心 (前台)<br><br>- All operators greeting in brand standard as “Good <br> morning/afternoon/evening, Magic Centre, xxx speaking, how can I <br> help you ” for internal call and “Seasons greeting from Hilton <br> Shanghai Hongqiao, how can I help you for external call<br> 所有话务员用希尔顿标准问候客人<br>- Request for slipper or towel etc was ordered correct and delivered <br> to your room.<br> 打电话要求送拖鞋纸巾等，准确送至房间<br>- Runners are polite , effective and good manner<br> 递送员礼貌并有效率

  Yes

  No

  N/A

• Essence/Pulse/Deli 源餐厅/大堂吧/可颂甜品店<br><br>- Greetings are in brand standard<br> 用希尔顿标准语问候客人<br>- The guest’s name must be used as soon as identified.<br> 在确认后必须使用客人姓名<br>- All orders should be repeated back to the guest<br> 重复订单

  Yes

  No

  N/A

• Room Services 送餐服务<br><br>- Greetings are in brand standard<br> 用希尔顿标准语问候客人<br>- The guest’s name must be used as soon as identified.<br> 在确认后必须使用客人姓名<br>- All orders should be repeated back to the guest<br> 重复订单<br>- The delivery time must be mentioned.<br> 提及送餐时间<br>- The delivery time must be met within five minutes, earlier or later<br> 送餐时间偏差在5分钟以内<br>- Knock, ask permission to enter the room<br> 在敲门并得到允许后进入房间<br>- Did she/he ask if the food should be arranged on the table inside the <br> room<br> 是否询问餐点放置位置<br>- If the guest chooses to leave the order on the trolley/tray, the food <br> must be arranged so that the guest can conveniently enjoy the <br> meal<br> 如果客人选择留推车或者盘子在房间里,那必须放置在客人比较容易 <br> 拿的地方<br>- Before leaving the guest's room, enquire if the guest requires <br> anything else<br> 在离开客人房间前询问还有什么可以帮忙的么<br>- The trolley/tray should be collection efficiently and immediately<br> 盘子和推车必须快速有效的清理干净

  Yes

  No

  N/A

Food Quality 食品质量

• Essence 源餐厅

• Executive Floor 行政酒廊

• Room Services 送餐服务

• Other Outlet 其它餐厅

ROOM INSPECTION 客房检查 Guest Room: Select 2 rooms to random check (one in each tower) + check 2 VIP arrival rooms each day 客房：任意选择2间客房进行检查（T1和T2各选一间）+ 每天检查2间VIP到店客人房间

• Trays or equipment on floors 楼道上设备摆放

  Yes

  No

  N/A

• Corridor lighting 走廊灯

  Yes

  No

  N/A

• All bedrooms are locked 所有房间门紧锁

  Yes

  No

  N/A

• Fire exits free and clear 安全出口干净整洁

  Yes

  No

  N/A

• Landing area clear and clean 卸货区干净整洁

  Yes

  No

  N/A

• Room # / Door Frame clean and no stains 门牌号和门框干净无污渍

  Yes

  No

  N/A

• Peeping hole clean and clear 猫眼干净清晰

  Yes

  No

  N/A

• Door closure is working and the door can be automatically closed<br>闭门系统正常运作，门可以自动关闭

  Yes

  No

  N/A

• Carpet clean no stains 地毯无污渍

  Yes

  No

  N/A

• Wallpaper clean no stain 墙纸无污渍

  Yes

  No

  N/A

• Ceiling clean no damage 天花板干净无损坏

  Yes

  No

  N/A

• Sprinklers/ Dust Free 洒水器无尘

  Yes

  No

  N/A

• Furniture clean no dust 家具干净无尘

  Yes

  No

  N/A

• Furniture no damaged 家具无损坏

  Yes

  No

  N/A

• Lights all working (Room, Bathroom) 灯正常工作（房间，卫生间）

  Yes

  No

  N/A

• Air count Control is working 空调控制器正常运作

  Yes

  No

  N/A

• Check behind door if following door knobs are hanging (DND, Make Room, Breakfast Menu)<br>检查门背后把手服务门牌（禁止打扰门牌，需要打扫房间，早餐牌）

  Yes

  No

  N/A

• Check wardrobe for 2 Bathrobes, 2 Slippers, 12 Hangers, Shoe Horn,Clothes Brush, safety box clean and functioning, Hair dryer<br>检查衣橱有2件浴袍，2双拖鞋，12个衣架，鞋拔，衣刷，保险箱干净并能正常使用，吹风机

  Yes

  No

  N/A

• Check Chest of drawers if clean<br>检查抽屉是否干净

  Yes

  No

  N/A

• TV, remote control working with TV program and if reception of channel is clear <br>电视机图像清晰，遥控器可以正常使用

  Yes

  No

  N/A

• Check desk for Stationery folder with writing paper, envelopes, questionnaire, postcard<br>检查写字台文件夹内含有书写纸，信封，调查问卷，明信片

  Yes

  No

  N/A

• Guest Service Directory/ clean/ complete 客服指南干净完整

  Yes

  No

  N/A

• Two Laundry bags with 2 Laundry lists & 2 Valet lists<br>2个洗衣袋附有两张洗衣单和烫洗单

  Yes

  No

  N/A

• Telephones are clean and working – check Magic button<br>电话干净并运行正常—检查电话中心按钮

  Yes

  No

  N/A

• Flower is fresh and in a clean vase 鲜花新鲜，花瓶干净

  Yes

  No

  N/A

• Room Service menu is clean and complete 客房服务菜单干净完整

  Yes

  No

  N/A

• Glass table top is clean with magazines<br>玻璃桌干净整洁并放有杂志

  Yes

  No

  N/A

• Window is clean 窗户干净整洁

  Yes

  No

  N/A

• Curtains can be drawn smoothly and without stains窗帘可以平稳的拉出并无污渍

  Yes

  No

  N/A

• Sofa, chair and coffee table in clean and in place<br>沙发，椅子和茶几干净整洁并摆放位置正确

  Yes

  No

  N/A

• Check bed, headboard, under bed free from debris <br>检查床，床头板，床底下无垃圾

  Yes

  No

  N/A

• Check bedside table/ phone book/ in cabinet/ telephone/ Note pad / voice mail/ pen<br>检查床头柜/电话本/橱/电话/记事本/语音留言/笔

  Yes

  No

  N/A

• Hilton clock is accurate and clean.<br>希尔顿时钟时间准确并干净

  Yes

  No

  N/A

• Check bath room, mirror, hook behind door, lights, marble, wash basin & bath tub clean and no water marks, toilet clean, toilet paper, flush working.<br>检查浴室，镜面，门背后的挂钩，灯，大理石，面池和浴缸干净没有水渍，马桶干净整洁。卫生纸，冲水系统正常

  Yes

  No

  N/A

• Check guest amenities if clean and refilled. Body lotion, shampoo, conditioner, bath foam, shower cap, vanity kit, toothbrush, mouth wash(Only Suite Room), hand soap, bath soap, bath salt, comb, sanitary bag<br>检查客人礼品干净充足。润肤露，洗发露，护发素，沐浴露，浴帽，针线包，牙刷，洗手皂，肥皂，浴盐，卫生袋

  Yes

  No

  N/A

• Tissue box with tissue, 2 Mineral waters 纸巾盒有纸巾，2瓶矿泉水

  Yes

  No

  N/A

• Telephone is clean and functioning 电话干净并运行正常

  Yes

  No

  N/A

Meet My Guest

• - Guest name - Guest name & VIP details - Room Number- Guest name & VIP details - Detail