MOD Report LMCM

• Prepared by MOD

• Shadow MOD

• MOD Report Date

  Date

Meetings To Attend

• Front Office Handover from Night Manager TIME 08.30 hrs.

• HOD Morning briefing TIME 09.30 hrs.

• Front Office Handover from morning to afternoon shift TIME 13.30 hrs.

• Front Office Handover from afternoon shift to night shift TIME 22.00 hrs.

MOD Tasks

• Review VIP arrival, VIP departure and VIP guests inhouse to ensure smooth handling (Room allocation, amenities, transportation)

• Check electronic signboard at lobby to display all functions and all current promotions

• Check for guest’s Birthdays in-house and if cake is arranged

• Check for associates Birthday and handover the pillow.

• Check Discovery Tours and ensure all areas are prepared. Conduct Discovery Tour in absence of Sales team.

• Check Breakfast Operation at Latest Recipe and LMC.

• Check Lunch, Dinner and Banqueting operation.

• Check with nurse for any incidents / illnesses (guests and associates)

• Check the sound in the elevator.

MOD Operations

• Welcome and bid farewell to VIP guests. List guests on the remarks field.

• Talk to at minimum 3 in-house guests in lobby or Restaurant and check satisfaction.

• Handle and list all guest complaints. Ensure immediate follow up.

• Respond to and list emergency situation.

MOD Walk Around

Guest Floors

• Le Meridien Club and Kitchen

  On Brand

  Off Brand

• Elevators and Escalators

  On Brand

  Off Brand

4th Floor

• Spa

  On Brand

  Off Brand

• Pool, Plunge and Fitness Centre

  On Brand

  Off Brand

• Convention Hall and Kitchen

  On Brand

  Off Brand

3rd Floor

• Business Centre

  On Brand

  Off Brand

• Meeting Rooms on 3rd floor (Voyage, Excursion, Journey, Expedition, Passage)

  On Brand

  Off Brand

• Banquet Pantry Room

  On Brand

  Off Brand

• Heart of House Offices

  On Brand

  Off Brand

2nd Floor

• Favola and Favola Restrooms

  On Brand

  Off Brand

• Ballroom 2nd Floor

  On Brand

  Off Brand

• Main Kitchen and Preparation Kitchen<br>

  On Brand

  Off Brand

1st Floor

• Lobby, Reception, Concierge, Luggage Assistance.

  On Brand

  Off Brand

• Check associates of all departments, whether or not they are aware of events ongoing.

  On Brand

  Off Brand

• Associate appearance: Grooming, name badge, personal hygiene

  On Brand

  Off Brand

• Latest Recipe, In Room Dining and Latitude 18

  On Brand

  Off Brand

• Associates Entrance, Receiving & Garbage Room

  On Brand

  Off Brand

• Latest Recipe Kitchen

  On Brand

  Off Brand

• Rest Room (Lobby Area)

  On Brand

  Off Brand

• The Boutique

  On Brand

  Off Brand

• Porte Cochere, Hotel Entrance, Lighting and Lawn

  On Brand

  Off Brand

B1 Floor

• Le Malon and Kitchen

  On Brand

  Off Brand

• Associate Lockers

  On Brand

  Off Brand

• Laundry

  On Brand

  Off Brand

• Car Park Garage B1

  On Brand

  Off Brand

• Heart of House Offices

  On Brand

  Off Brand

B2 Floor

• Car Park Garage B2

  On Brand

  Off Brand

Service Model

• Guest Contact Area (Please specify):

• Service Basics.<br>• Be Present • Acknowledge<br>• Respect • Empathize<br>

  On Brand

  Off Brand

• Operational Skills<br>(Master the skills, knowledge and tools) <br>

  On Brand

  Off Brand

• Personalised (Guest preference + personal needs)

  On Brand

  Off Brand

• Differentiated (Brand Value added + Emotional connection)

  On Brand

  Off Brand

• Heart of the House Area (Please specify):

• Service Basics<br>• Be Present • Acknowledge<br>• Respect • Empathize<br>

  On Brand

  Off Brand

• Operational Skills<br>(Master the skills, knowledge and tools) <br>

  On Brand

  Off Brand

• Personalised (Guest preference + personal needs)

  On Brand

  Off Brand

• Differentiated (Brand Value added + Emotional connection)

  On Brand

  Off Brand

Telephone Courtesy Standards

• External Call - Service Center
  

• Answer the call within 3 rings

  On Brand

  Off Brand

• - Thank you for calling Le Méridien Chiang Mai. <br>- This is "(Associate’s Name)" at your service.<br>- How I may assist you?<br>

  On Brand

  Off Brand

• External Call - All Associates Area (Please specify):

• Answer the call within 3 rings

  On Brand

  Off Brand

• - Thank you for calling Le Méridien Chiang Mai.<br>- “(Associate's Department)", this is "(Associate’s Name)" at your service.<br>- How I may assist you?

  On Brand

  Off Brand

• Internal Call - All Associates Area (Please specify):

• Answer the call within 3 rings

  On Brand

  Off Brand

• - Good "(Morning, Afternoon, Evening)". <br>- “(Associate's Department)", this is "(Associate’s Name)" at your service.<br>- How I may assist you?

  On Brand

  Off Brand

Quality Check - 1st Guest Room

• 1st Guest Room No. :

Guest Room Condition

• Guest Room Condition

• All lights in room are functioning

  On Brand

  Off Brand

• Room smell fresh/ no unpleasant odor

  On Brand

  Off Brand

• Check that the ceiling and walls are not smudged, scratched or have other marks

  On Brand

  Off Brand

• Bedspread, blankets, sheets, duvet and pillow are clean without stains or holes

  On Brand

  Off Brand

• Furniture in good condition and clean

  On Brand

  Off Brand

• Air conditioning is at comfortable temperature and responds to control

  On Brand

  Off Brand

• Carpet/ flooring in good condition and clean

  On Brand

  Off Brand

• Refreshment center is clean, stocked and in good condition

  On Brand

  Off Brand

• Telephone are clean, functioning and smell fresh

  On Brand

  Off Brand

• Television channel have good reception

  On Brand

  Off Brand

• Check that there is no dust on surfaces

  On Brand

  Off Brand

• Check that there is no hairs

  On Brand

  Off Brand

Bathroom Condition

• Bathroom Condition

• Sink, counter and bathtub are clean

  On Brand

  Off Brand

• Flooring is free of dust and hair

  On Brand

  Off Brand

• Smell fresh/ no unpleasant odor

  On Brand

  Off Brand

• Lighting is adequate

  On Brand

  Off Brand

• Mirror is clean

  On Brand

  Off Brand

• Toilet is clean

  On Brand

  Off Brand

• Curtain is functioning

  On Brand

  Off Brand

• Sound in bathroom clear

  On Brand

  Off Brand

• Amenities display

  On Brand

  Off Brand

• Check that no dust on surface

  On Brand

  Off Brand

• Shower stall is clean, no dust, mold

  On Brand

  Off Brand

Additional Comments

• Additional Comments :

• Please add relevant pictures if needed.

  Media

Quality Check - 2nd Guest Room

• 2nd Guest Room No. :

Guest Room Condition

• Guest Room Condition

• All lights in room are functioning

  On Brand

  Off Brand

• Room smell fresh/ no unpleasant odor

  On Brand

  Off Brand

• Check that the ceiling and walls are not smudged, scratched or have other marks

  On Brand

  Off Brand

• Bedspread, blankets, sheets, duvet and pillow are clean without stains or holes

  On Brand

  Off Brand

• Furniture in good condition and clean

  On Brand

  Off Brand

• Air conditioning is at comfortable temperature and responds to control

  On Brand

  Off Brand

• Carpet/ flooring in good condition and clean

  On Brand

  Off Brand

• Refreshment center is clean, stocked and in good condition

  On Brand

  Off Brand

• Telephone are clean, functioning and smell fresh

  On Brand

  Off Brand

• Television channel have good reception

  On Brand

  Off Brand

• Check that there is no dust on surfaces

  On Brand

  Off Brand

• Check that there is no hairs

  On Brand

  Off Brand

Bathroom Condition

• Bathroom Condition

• Sink, counter and bathtub are clean

  On Brand

  Off Brand

• Flooring is free of dust and hair

  On Brand

  Off Brand

• Smell fresh/ no unpleasant odor

  On Brand

  Off Brand

• Lighting is adequate

  On Brand

  Off Brand

• Mirror is clean

  On Brand

  Off Brand

• Toilet is clean

  On Brand

  Off Brand

• Curtain is functioning

  On Brand

  Off Brand

• Sound in bathroom clear

  On Brand

  Off Brand

• Amenities display

  On Brand

  Off Brand

• Check that no dust on surface

  On Brand

  Off Brand

• Shower stall is clean, no dust, mold

  On Brand

  Off Brand

Additional Comments

• Additional Comments :

• Please add relevant pictures if needed.

  Media

Quality Check - 3rd Guest Room

• 3rd Guest Room No. :

Guest Room Condition

• Guest Room Condition

• All lights in room are functioning

  On Brand

  Off Brand

• Room smell fresh/ no unpleasant odor

  On Brand

  Off Brand

• Check that the ceiling and walls are not smudged, scratched or have other marks

  On Brand

  Off Brand

• Bedspread, blankets, sheets, duvet and pillow are clean without stains or holes

  On Brand

  Off Brand

• Furniture in good condition and clean

  On Brand

  Off Brand

• Air conditioning is at comfortable temperature and responds to control

  On Brand

  Off Brand

• Carpet/ flooring in good condition and clean

  On Brand

  Off Brand

• Refreshment center is clean, stocked and in good condition

  On Brand

  Off Brand

• Telephone are clean, functioning and smell fresh

  On Brand

  Off Brand

• Television channel have good reception

  On Brand

  Off Brand

• Check that there is no dust on surfaces

  On Brand

  Off Brand

• Check that there is no hairs

  On Brand

  Off Brand

Bathroom Condition

• Bathroom Condition

• Sink, counter and bathtub are clean

  On Brand

  Off Brand

• Flooring is free of dust and hair

  On Brand

  Off Brand

• Smell fresh/ no unpleasant odor

  On Brand

  Off Brand

• Lighting is adequate

  On Brand

  Off Brand

• Mirror is clean

  On Brand

  Off Brand

• Toilet is clean

  On Brand

  Off Brand

• Curtain is functioning

  On Brand

  Off Brand

• Sound in bathroom clear

  On Brand

  Off Brand

• Amenities display

  On Brand

  Off Brand

• Check that no dust on surface

  On Brand

  Off Brand

• Shower stall is clean, no dust, mold

  On Brand

  Off Brand

Additional Comments

• Additional Comments :

• Please add relevant pictures if needed.

  Media

In-Room Dining Experience

• In-Room Dining Information

• Date of your Meal:

  Date

• Meal Period:

• Number of Guests:

Menu

• 1. Was the In-Room Dining (IRD) Menu available and clean?

  Yes

  No

  N/A

• 2. Was the breakfast doorhanger available and clean?

  Yes

  No

  N/A

Ordering

• 3. Was the telephone answered within three rings?

  Yes

  No

  N/A

• 4. Wer you greeted nicely with a clear voice and did you understand the name of the service agent?

  Yes

  No

  N/A

• 5. Were you greeted by name and was your name used during the ordering process?

  Yes

  No

  N/A

• 6. Were you offered a beverage along with your order?

  Yes

  No

  N/A

• 7. Did our service team assist with the menu selection? Were promotions / signature dishes recommended?

  Yes

  No

  N/A

• 8. Was a dessert offered along with your order?

  Yes

  No

  N/A

• 9. Was your order repeated and the right items served according to the order (including condiments?)

  Yes

  No

  N/A

• 10. Was the correct delivery time mentioned before finishing the order?

  Yes

  No

  N/A

Setup

• 11. Was the trolley / tray clean and the setup tidy?

  Yes

  No

  N/A

• 12. Were glass ware, china ware and silver ware in perfect condition? Were they polished?

  Yes

  No

  N/A

• 13. Were the condiments (Salt & Pepper etc) clean and full?

  Yes

  No

  N/A

Service Experience

• 14. Was the napkin clean, nicley folded and fresh?

  Yes

  No

  N/A

• 15. How was your overall Dining Experience?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 16. Were you greeted friendly and nicely from the Room Service Attendant?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 17. Did the Service Associate greet you by name?

  Yes

  No

  N/A

• 18. Did the Service Associate introduce himself?

  Yes

  No

  N/A

• 19. How was the service interaction with our service team?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 20. Was the associate groomed correctly? Was the uniform clean of stains?

  Yes

  No

  N/A

• 21. Was the order delivered within the mentioned timeframe?

  Yes

  No

  N/A

• 22. Was the delivery according to your order? (Please mention missing items if any including condiments)

  Yes

  No

  N/A

• 23. Were you offered that the associate sets up the table and serves the items from the hot box?

  Yes

  No

  N/A

• 24. Were the items delivered explained and the order confirmed?

  Yes

  No

  N/A

• 25. Were you offered that the ordered beverages are served from the service associate?

  Yes

  No

  N/A

• 26. Were you recommended an additional beverage item from your minibar?

  Yes

  No

  N/A

• 27. How was the quality of the beverages served (temperature, taste and smell)?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 28. How was the taste, texture and smell of the dish served?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 29. How was the temperature of the dish served?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 30. Was the bill presented correctly?

  Yes

  No

  N/A

• 31. Did the service associate ask you if any further assistance is needed and everything in the room is according to the standard?

  Yes

  No

  N/A

• 32. Was the overall service competent and friendly?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 33. Was the pick up of the trolley or tray mentioned?

  Yes

  No

  N/A

• 34. Were you farewelled pleasantly? Did the service associate thank you and invite you back to dine with us?

  Yes

  No

  N/A

Report Comments

• 35. Please share some comments about your IRD experience. Please share also some suggestions. Your comments are much appreciated. Thank you.

• Please add relevant pictures if needed.

  Media

Venue Dining Experience

• Venue Dining Information

• Venue:

  Latest Recipe

  Favola

  Latitude 18

  Plunge

• Date of your Meal:

  Date

• Meal Period:

• Number of Guests:

Atmosphere

• 1. How was the overall atmosphere in the venue?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 2. Was there any music?

  Yes

  No

  N/A

• 3. Was the soundlevel of the music according to the daytime and meal period?

  Yes

  No

  N/A

• 4. Was the temperature at 24 degrees? Was the AC adequate and without drift?

  Yes

  No

  N/A

• 5. Was the light setting according to the day and meal period?

  Yes

  No

  N/A

• 6. Was the smell in the restaurant pleasant and appealing?

  Yes

  No

  N/A

• 7. Was the venue clean (general appearance)?

  Yes

  No

  N/A

• 8. Were the tables and the floor clean? Are no food leftover visible?

  Yes

  No

  N/A

• 9. Was the buffet and the surfaces clean?

  Yes

  No

  N/A

• 10. Were the flowers and vases clean and tidy?

  Yes

  No

  N/A

• 11. Were the tables clean and the setup tidy?

  Yes

  No

  N/A

• 12. Were glass ware, china ware and silver ware in perfect condition? Were they polished?

  Yes

  No

  N/A

• 13. Were the condiments (Salt & Pepper etc) clean and full?

  Yes

  No

  N/A

Your Dining Experience

• 14. How was your overall Dining Experience?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 15. Were you greeted friendly and nice upon arriving to the venue? Was attention given to you immediately?

  Yes

  No

  N/A

• 16. Did the Service Attendant introduce him/herself?

  Yes

  No

  N/A

• 17. How was the service interaction with our service team?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 18. Were you guided to your table? Was the chair moved and napkin unfolded?

  Yes

  No

  N/A

• 19. Did our service team assist with the menu selection? Were promotions recommended?

  Yes

  No

  N/A

• 20. Was your order repeated and the right items served according to the order (including condiments?)

  Yes

  No

  N/A

• 21. Were the beverages served before the food was served?

  Yes

  No

  N/A

• 22. How was the quality of the beverages served (temperature, taste and smell)?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 23. How was the taste, texture and smell of the dish served?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 24. Was the temperature of the dish served correct?

  Yes

  No

  N/A

• 25. Were the items served in a timely manner? (Please mention time if you had to wait for a long time?)

  Yes

  No

  N/A

• 26. Was the table maintained (cleared and cleaned) at all times?

  Yes

  No

  N/A

• 27. Was the bill presented correctly? Did you not have to wait for the bill for a long time?

  Yes

  No

  N/A

• 28. Were the associates groomed correctly? Were the uniforms clean of stains?

  Yes

  No

  N/A

Other Guest's Dining Experience

• 29. How was the overall Dining Experience of our other guests?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 30. Were the guests directly seated and they did not have to wait long upon arrival to the venue?

  Yes

  No

  N/A

• 31. Were our guests warmly and friendly greeted by our service team?

  Yes

  No

  N/A

• 32. Did our team interact with the guest accordingly? Did the guests seem to be happy and appreciate the interaction?

  5) Much better than expected

  4) Better than expected

  3) Same as expected

  2) Almost as expected

  1) Worse than expected

• 33. Did the service team offer proactive service to our guests? (Please mention if guests were seeking for attention from the service team by waving in the air.)

  Yes

  No

  N/A

• 34. Was the general flow of service overall organized? Did the team seem to be coordinated?

  Yes

  No

  N/A

• 35. Were our guests fare welled pleasantly? Did our team thank them and invite them back to dine with us?

  Yes

  No

  N/A

• 36. Were you served with preference over other diners in the venue?

  Yes

  No

  N/A

Report Comments

• 37. Please write down a few comments which reflect your dining experience as well as the overall experience of our guests in the restaurant. Also please elaborate on certain topics from the checklist if needed. Your comments are much appreciated. Thank you.

• Please add relevant pictures if needed.

  Media