Title Page
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Conducted on
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Prepared by
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Location
Start of shift <br>
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Visit AYS/Service Express/PBX office to inform team you are the MOD. Provide mobile number/extension for contact purposes.
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Visit every operations department to inform the outlet's shift manager that you are on duty.<br>
Front Office/Housekeeping
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Conduct shift handover with prior shift MOD.
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Review MOD report and action on all service recovery issues. Meet the guest in person to ensure closure.
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Attend daily pre-arrival meeting(s).
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Ask Front Desk on the Enrolment goals for the day and check in on the performance throughout the day.
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Ensure today's Occupancy/ADR/VIP arrival/Events information are updated on the board in back office.
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Ask Front Desk to print arrival report for today (Elite/Mobile Check-In/other VIP arrivals).
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Check discrepancy rooms before 9am (AM shift).
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Check due out rooms between noon to 1pm (PM shift).
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Rooms assigned for Elite/Mobile Check-Ins/other VIPs are VCI rooms or prioritized for cleaning prior to guests' arrival time.
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Keys and registration cards for Mobile Check-In are prepared and ready.
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Empty suites are allocated for upsell (priority) and balanced inventory given to platinum guest upgrade (No Suite Goes Empty).
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Review “GXP Customer Care Open Cases” and ensure all the cases are closed with 72 hours
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Randomly select 1-2 Elite/Mobile Check-In/VIPs rooms to inspect.
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Randomly select another 1-2 VCI rooms to inspect.
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Ramdomly inspect 1-2 guest floors for cleanliness, defects and clear IRD trays. Report defects to Engineering immediately.
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Randomly inspect 1-2 Back of House stairways for cleanliness and defects.
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Ensure guest lifts and lift tracks are spectacularly clean and free from debris.
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Inspect public area washrooms for cleanliness (odor free) and functionality. Report defects to Engineering immediately.
Lobby
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Lobby music, lighting, scent and internet are in excellent working order.
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Lobby furniture and fixtures are clean, organized and in good condition.
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Select 1-2 locations in the public areas to conduct MOD internet checks (Net 60/Net lift).
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Meet and greet Elite member arrivals.
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Conduct at least one check-in or check-out service audit based on BSA.
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Engage the guest and manage queues during heavy check-in/out periods.
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Inspect luggage room and make sure guest luggage secured.
Executive Lounge
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Conduct walk through during Breakfast and Happy Hour meal periods and engage Elite members and guests.
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Lounge music, lighting, scent and internet are in excellent working order.
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Ensure associates are engaging Elite members and guests in the Lounge.
Fitness Center/Gym/Pool Area
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Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use.
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Music, lighting, scent and internet are in excellent working order.
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Sound system and TV are working in gym.
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Locker room is clean and guest ready.
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Pool area is clean and towels are neatly displayed on all pool deck chairs.
Meeting Rooms
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Digital signage is updated with accurate information based on Daily Events Sheet.
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Music, lighting, scent and internet are in excellent working order. Meeting foyer area is clean.
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Report any meeting room doors that are not locked.
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Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly.
Restaurant/Outlets
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Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order.
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Check if there are any Elite members dining in the outlets. Ensure the Members Dine More discount benefit is accorded.
Back of House (BOH)
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Hallways are clean and free from debris.
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Light fixtures are working properly. Report any defects to Engineering.
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Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas.
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Greet associates at the Laundry room. Ensure the temperature is appropriate for the working environment.
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Loading dock is clean and cleared of all deliveries.
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Check in with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD.
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Associate cafeteria and uniform room are operating in accordance to service hours.
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Ensure service lifts and lift tracks are spectacularly clean and free from debris.
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Shift handover to the next MOD.
Guest Room Inspection
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Room Number
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Room Attendance
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Time
Entrance zone
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Main door
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Security chain / double lock
Closet
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Closet overall presentation
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Hangers
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Elsafe
Honor Bar
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Glassware / chinaware / silverware
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Fridge / contents
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Electronic kettle set
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Coffee machine / coffee maker
Living Room- TV zone
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Television / TV remote control
Desk zone
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Writing desk overall
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Trash Bin / inner-bin liner
Window zone
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Sheer curtain / drapery
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Window
Sitting zone
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Sofa
Bedroom- Night stand zone
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Night stand overall
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Master panel
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Alarm clock / radio clock
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Night stand underneath / bed underneath
Bedding items
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Pillow cases
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Duvet cover
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Bed sheet(s)
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Decorative pillow / Bed throw (if applicable)
Bathroom
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Terry items
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Bath towels
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Hand towels
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Face towels
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Bath mat / bath rug
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Bath robe (if applicable)
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Vanity zone
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Vanity counter top
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Basin(s) / grouting
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Tumblers
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Mirror / make-up mirror
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Trash bin / bin liner
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Bathroom floor
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Toilet zone
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Toilet unit / toilet flusher
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Toilet cover / toilet seat
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Floor
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Shower zone
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Shower wall
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Shower floor / drainage / floor trap
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Hand-held shower head / rain-shower head / faucets
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Grouting
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Bath tub zone (if applicable)
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Bath tub
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Tap(s) / faucets / stopper
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Grouting
General<br><br>
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General
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Lighting
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Carpet
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Walling base-board on edges of floor
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Room odor
Balcony (if applicable)<br>
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Glass surface
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Floor
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Furniture