ROSA MALACCA CHECKLIST

• Conducted on

  Date

Business Level

• Breakfast

• Lunch

• Dinner

• Check in

• Check out

• Hod On Duty

• Staff on duty

• Sent morning report and follow up on check out room pending payment

  Yes

  No

  N/A

• Follow up on guest special request

• Reply to emails, WhatsApp and inquiry on upcoming bookings

• Check out get feedback from guest and proceed with review on (TA and Google)

• Has the any issues resolve while guest staying in-house

• Send afternoon report and check in room pending payment

  Yes

  No

  N/A

• Team handover briefing

• Suggest guest to direct booking with promo code - how many?

• Room upselling

• Follow up on reservation 72hrs and declined payment

• Follow up event billing summary and payment

• Cashiering - tallying all payments and float cash

• Send night report and follow up on balance room arrivals and payments

  Yes

  No

  N/A

• Create Night Audit reports and sent to PIC and relevant department/s and following by Audit run to end day process

Security

• Patrolling (every2hrs)

  Yes

  No

  N/A

• CCTV monitoring

  Yes

  No

  N/A

• Access control (car parking, luggage, wheelchair, others)

  Yes

  No

  N/A

• Send guest request

  Yes

  No

  N/A

• Daily incident report

  Yes

  No

  N/A

• Staff on duty

• Reply to inquiries through incoming calls, WhatsApp & emails (info@rosa.com.my & sales@rosa.com.my)

• To reply guest review - OTAs & Trip Advisor

• Follow up on replied inquiries

• Send new quotation/s and follow up on previously sent quotation

• Make marketing calls and send emails to new leads (TA/ Corporate Companies/ Event Management Companies ) and record in sheet

• Planning and organizing (site visit)

• Update in calendar on all tentative and confirmed bookings

• Issue event order/s and related documents for confirmed events

• Ensure ongoing follow ups events pre-preparation according to customer needs

• Follow up on event payment and pending balance payment

• Get and compile customer feedback regarding the previous event

• List down your next day plan of Sales & marketing

• Staff on duty

Breakfast Setup and Service

• Station Setup

  Yes

  No

  N/A

• Cleanliness Check

• Are tables cleared and reset promptly after guest use?

  Yes

  No

  N/A

• Is the breakfast station restocked and well-presented throughout service?

• Are guest feedback and special requests being handled efficiently?

• Reset dining area and closing breakfast cleaning processes

  Yes

  No

  N/A

• Record Wastages

Service (Lunch to Dinner)

• Operation Briefing

• Reply to WhatsApp and inquiry on upcoming reservation

• Checking on menu and item 86

• Upsell for ala carte

• Department projects

• Ordering to add stock and stock up follow FIFO

• Food and beverage quality?

• Setup meeting and courtyard accordingly if any events

• Customer feedback or complaints and Reviews (Tripadvisor & Google)

• Key in customer right order

  Yes

  No

  N/A

• Cashiering - tallying all payments and float cash

Evening Closing Checklist

• Setup - Breakfast line for next day

  Yes

  No

  N/A

• Check equipment and report if any maintenance issues immediately

• Final cleaning and all garbage bins emptied and cleaned

• Safety & lock-up

• Staff On Duty

Room

• Daily room cleaning (in-house and check out)

• Room deep cleaning (weekly 12 rooms)

• Afternoon room project

• Action on in-house and check room feedback

• Housekeeping pending job to follow up

• Any bed bug or pest issue?

• Laundry and linen management

• Lost & found to record - any valuable item? (record in daily basis)

  Yes

  No

  N/A

• Guest request and extra amenities setup

Public area

• Daily routine cleaning

  Yes

  No

  N/A

• Public area project

• Gardening

  Yes

  No

  N/A

• Staff On duty

• Daily maintenance building check - Ground floor to level 7

• PMS - Room (weekly 12 rooms)

• Air Cond Major service (in-door and out- door) - Yearly project

  Yes

  No

  N/A

• Common area project

• Defect from in-house or check out room?

• Daily Minor room defect

• Major room defect

• Maintenance pending task? - to follow up

• All equipment and machinery service

• Staff on duty

• Breakfast buffet setup and clearing

• Guest feedback on breakfast and A la-carte -action?

• Breakfast balance and wastages

• Item 86 updates

• Production to add on par level following by FIFO

• FIFO for all open items

• Event setup and preparation

• Dry store cleaning and arrangement (tidy)

• Check equipment and report if any maintenance issues immediately

Project

• Equipment cleaning

• Weekly cleaning

• Monthly cleaning

• Plates and cutleries cleaning

• Daily closing cleaning

• All garbage bins emptied and cleaned

• MOD Comments