Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Meetings to attend
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Front Office Handover from Night Manager TIME 08.30 hrs.
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HOD Morning briefing TIME 09.30 hrs.
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Front Office Handover from morning to afternoon shift TIME 13.30 hrs.
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Front Office Handover from afternoon shift to night shift TIME 22.00 hrs.
MOD tasks
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Review VIP arrival, VIP departure and VIP guests inhouse to ensure smooth handling (Room allocation, amenities, transportation)
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Check electronic signboard at lobby to display all functions and all current promotions
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Check for guest’s birthdays in-house and if cake is arranged
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Check for associates birthday and handover the pillow.
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Check Discovery Tours and ensure all areas are prepared. Conduct Discovery Tour in absence of Sales team.
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Check breakfast operation at Latest Recipe and LMC.
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Check lunch, dinner and Banqueting operation.
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Check with nurse for any incidents / illnesses (guests and associates)
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Check the sound in the elevator.
MOD operations
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Welcome and bid farewell to VIP guests. List guests on the remarks field.
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Talk to at minimum 3 in-house guests in lobby or Restaurant and check satisfaction.
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Handle and list all guest complaints. Ensure immediate follow up.
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Respond to and list emergency situation.
MOD walk around
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Le Meridien Club and kitchen
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Elevators and escalators
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Spa
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Pool, Plunge and Fitness Centre
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Convention Hall and kitchen
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Business Centre
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Meeting Rooms on 3rd floor (Voyage, Excursion, Journey, Expedition, Passage)
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Banquet Pantry Room
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Favola and Favola restrooms
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Ballroom
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Main kitchen and preparation Kitchen<br>
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Lobby, Reception, Concierge, Luggage Assistance.
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Check associates of all departments, whether or not they are aware of events ongoing.
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Associate appearance: Grooming, name badge, personal hygiene
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Latest Recipe, In Room Dining and Latitude 18
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Associates entrance, Receiving & garbage room
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Latest Recipe kitchen
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Rest room (lobby area)
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The Boutique
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Porte Cochere, Hotel Entrance, lighting and lawn
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Car Park garage B2
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Car Park garage B1
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Laundry
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Associate lockers
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Le Malon and kitchen
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Heart of House Offices
Service Model
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Guest contact Area :________________
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Service Basics.<br>• Be Present • Acknowledge<br>• Respect • Empathize<br>
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Operational Skills<br>(Master the skills, knowledge and tools) <br>
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Personalised (Guest preference + personal needs)
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Differentiated (Brand Value added + Emotional connection)
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Heart of the House Area : ____________________
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Service Basics<br>• Be Present • Acknowledge<br>• Respect • Empathize<br>
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Operational Skills<br>(Master the skills, knowledge and tools) <br>
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Personalised (Guest preference + personal needs)
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Differentiated (Brand Value added + Emotional connection)
Telephone Courtesy Standards
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External Call Area: SERVICE Agents
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Answer the call within 3 rings
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-Thank you for calling <br>Le Méridien Chiang Mai. <br>-This is_(associate’s name)_.<br>at your service?" <br>
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-Thank you for calling <br>Le Méridien Chiang Mai.<br>
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External Call- All associates Area: _____________
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Answer the call within 3 rings
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-Thank you for calling <br>Le Méridien Chiang Mai.<br>-“_(Department)_", this is _(name)_ at your service? <br>
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Internal Call- All associates Area: ______________
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Answer the call within 3 rings
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-Good (Morning, Afternoon, Evening). “_(Department)_", this is _(name)_ at your service?"
Quality checks of 03 guestrooms - Report
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Room No. : ______
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Guest Room Condition
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All lights in room are functioning
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Room smell fresh/ no unpleasant odor
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Bedspread, blankets, sheets, duvet and pillow are clean without stains or holes
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Furniture in good condition and clean
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Air conditioning is at comfortable temperature and responds to control
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Carpet/ flooring in good condition and clean
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Refreshment center is clean, stocked and in good condition
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Telephone are clean, functioning and smell fresh
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Television channel have good reception
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Check that there is no dust on surfaces
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Check that there is no hairs
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Bathroom Condition
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Sink, counter and bathtub are clean
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Flooring is free of dust and hair
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Smell fresh/ no unpleasant odor
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Lighting is adequate
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Mirror is clean
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Toilet is clean
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Curtain is functioning
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Sound in bathroom clear
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Amenities display
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Check that no dust on surface
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Shower stall is clean, no dust, mold
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Additional Comments :
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Room No.: ______
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• Guest room condition
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All lights in room are functioning
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Room smell fresh/ no unpleasant odor
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Bedspread, blankets, sheets, duvet and pillow are clean without stains or holes
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Furniture in good condition and clean
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Carpet/ flooring in good condition and clean
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Air conditioning is at comfortable temperature and responds to control
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Refreshment center is clean, stocked and in good condition
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Telephone are clean, functioning and smell fresh
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Television channel have good reception
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Check that there is no dust on surfaces
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Check that there is no hairs
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Bathroom Condition
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Sink, counter and bathtub are clean
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Flooring is free of dust and hair
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Smell fresh/ no unpleasant odor
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Lighting is adequate
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Mirror is clean
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Toilet is clean
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Curtain is functioning
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Sound in bathroom clear
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Amenities display
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Check that no dust on surface
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Shower stall is clean, no dust, mold
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Additional Comments:
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Room No. _______
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Guest Room Condition
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All lights in room are functioning
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Room smell fresh/ no unpleasant odor
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Bedspread, blankets, sheets, duvet and pillow are clean without stains or holes
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Furniture in good condition and clean
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Carpet/ flooring in good condition and clean
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Air conditioning is at comfortable temperature and responds to control
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Refreshment center is clean, stocked and in good condition
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Telephone are clean, functioning and smell fresh
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Television channel have good reception
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Check that there is no dust on surfaces
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Check that there is no hairs
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Bathroom Condition
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Sink, counter and bathtub are clean
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Flooring is free of dust and hair
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Smell fresh/ no unpleasant odor
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Lighting is adequate
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Mirror is clean
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Toilet is clean
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Curtain is functioning
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Sound in bathroom clear
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Amenities display
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Check that no dust on surface
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Shower stall is clean, no dust, mold
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Additional Comments
IN-ROOM DINING EXPERIENCE
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Completed By: ________________
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Date of Meal:_______________
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TIME :_________
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Guest Number:_________
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Menu
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1. Was the In-Room Dining (IRD) Menu available and clean?
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2. Was the breakfast doorhanger available and clean?
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Ordering
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3. Was the telephone answered within three rings?
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4. Wer you greeted nicely with a clear voice and did you understand the name of the service agent?
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5. Were you greeted by name and was your name used during the ordering process?
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6. Were you offered a beverage along with your order?
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7. Did our service team assist with the menu selection? Were promotions / signature dishes recommended?
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8. Was a dessert offered along with your order?
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9. Was your order repeated and the right items served according to the order (including condiments?)
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10. Was the correct delivery time mentioned before finishing the order?
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Set up
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11. Was the trolley / tray clean and the setup tidy?
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12. Were glass ware, china ware and silver ware in perfect condition? Were they polished?
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13. Were the condiments (Salt & Pepper etc) clean and full?
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14. Was the napkin clean, nicley folded and fresh?
Service Experience
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Service Experience
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15. How was your overall Dining Experience?
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16. Were you greeted friendly and nicely from the Room Service Attendant?
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17. Did the Service Associate greet you by name?
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18. Did the Service Associate introduce himself?
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19. How was the service interaction with our service team?
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20. Was the associate groomed correctly? Was the uniform clean of stains?
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21. Was the order delivered within the mentioned timeframe?
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22. Was the delivery according to your order? Were any items missing? (including condiments?)
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23. Were you offered that the associate sets up the table and serves the items from the hot box?
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24. Were the items delivered explained and the order confirmed?
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25. Were you offered that the ordered beverages are served from the service associate?
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26. Were you recommended an additional beverage item from your minibar?
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27. How was the quality of the beverages served (temperature, taste and smell)?
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28. How was the taste, texture and smell of the dish served?
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29. Was the temperature of the dish served correct?
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30. Was the bill presented correctly?
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31. Did the service associate ask you if any further assistance is needed and everything in the room is according to the standard?
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32. Was the overall service competent and friendly?
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33. Was the pick up of the trolley or tray mentioned?
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34. Were you farewelled pleasantly? Did the service associate thank you and invite you back to dine with us?
Reports Comments
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Report Comments:____________
