SZXWI MOD Checklist (updated on 2018 Nov )

• Document No.

• Conducted on

  Date

• Prepared by

• Personnel

• please email to all morning briefing team on the follow morning

audit

Front Office/Housekeeping

• Check the prior MOD checklist report about all defects whether been rectified, if not, need to follow up, and if still pending please list them with status in your email with your MOD checklist report.

  Yes

  No

  N/A

• Review MOD report and action on all service recovery issues. Meet the guest in person to ensure closure.

  Yes

  No

  N/A

• Ask Front Desk to print arrival report for today (Elite/Mobile Check-In/other VIP arrivals).

  Yes

  No

  N/A

• Empty suites are allocated for upsell (priority) and balanced inventory given to platinum guest upgrade (No Suites Go Empty).

  Yes

  No

  N/A

• Coordinate with In-Room Dining (IRD) to ensure Elite/VIP amenities are set-up in room prior to arrival.

  Yes

  No

  N/A

• Randomly select 1-2 Elite/Mobile Check-In/VIPs rooms to inspect.

  Yes

  No

  N/A

#1 Elite/Mobile C/I /VIP Room

• Entrance zone<br>-Main door(Dusty / footmarks or kick-marks / damaged)<br>-Security chain / double lock(Dusty / dirt found / fingerprints / not working)

  Yes

  No

  N/A

• Closet <br>-Closet overall presentation(Untidy / dis-organized)<br>-Hangers(Quantity of types/Dis-organized / hangers chipped / rusty / stains or dirt)<br>-Quantities of hangers(6 open hooks, 4 with clips)<br>-Elsafe(Dusty / faulty / lost item found)

  Yes

  No

  N/A

• Honor Bar<br>-Glassware / chinaware / silverware(Water marks / fingerprints / uncleaned / chipped / rusty)*3 points<br>-Fridge / contents(Product label not front-facing / not organized / fridge not working)*1 point<br>-Electronic kettle set(Uncleaned / wet / smelly)*1 point<br>-Coffee machine / coffee maker(Uncleaned / coffee stains / water marks / cannot turn on)*1 point<br>-Must include(1 kettle, 2 mugs, coffee tray, 2 stirrers or teaspoons,2 napkins)<br>-Coffee products must minimally include the following items:<br>1. Coffee(2 regular packets)<br>2. Tea (2 English ,2 others)<br>3. Condiments:( 4 UHT pasteurized shelf stable creamers, 4 sugar packets, 4 sugar-free sweeteners)

  Yes

  No

  N/A

• TV zone<br>-Television / TV remote control(Dusty / dirty / faulty / fingerprints / cannot turn on)

  Yes

  No

  N/A

• Desk zone<br>-Writing desk overall(Uncleaned / chipped corners / cluttered / fingerprints / dis-organized)<br>-Trash Bin / inner-bin liner(Uncleaned / damaged / liner missing / found trash)<br>-Items need to be placed at the desk<br>1.Notepad with pen<br>2.Eat-well menu<br>3.Telephone pricing list<br>4. Secure card<br>5. Westin Catalog

  Yes

  No

  N/A

• Window zone<br>-Sheer curtain / drapery(Stained / torn / hooks missing / difficult to draw / items found behind)<br>-Window(Fingerprints / water marks / dusty)

  Yes

  No

  N/A

• Sitting zone<br>-Sofa(Stained / trash found under-seat cushion / torn upholstery)

  Yes

  No

  N/A

• Bedroom<br>Night stand zone<br>-Night stand overall(Dis-organized / cluttered / dirty)<br>-Master panel(Fingerprints / dusty / faulty)<br>-Alarm clock / radio clock(Uncleaned / faulty / display time is incorrect)<br>-Night stand underneath / bed underneath(Uncleaned / trash found)

  Yes

  No

  N/A

• Bedroom<br>Bedding items<br>-Pillow cases(Stained / wrinkle / torn / hair / not crisp-looking)<br>-Duvet cover(Stained / wrinkle / torn / hair / not crisp-looking)<br>-Bed sheet(s)(Stained / wrinkle / torn / hair / not crisp-looking)<br>-Decorative pillow / Bed throw (if applicable)(Stained / torn upholstery)<br>

  Yes

  No

  N/A

• Bathroom<br>Terry items<br>-Bath towels(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Hand towels(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Face towels(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Bath mat / bath rug(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Bath robe (if applicable)(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)

  Yes

  No

  N/A

• Vanity zone<br>-Vanity counter top(Stained / dirty / dusty / edges damaged)<br>-Basin(s) / grouting(Stained / uncleaned / mould on the grout / damaged / hair)<br>-Tumblers(Water marks / fingerprints / uncleaned / smells / chipped)<br>-Mirror / make-up mirror(Water marks / fingerprints / uncleaned / dusty / chipped)<br>-Trash bin / bin liner(Uncleaned / damaged / found trash)<br>-Bathroom floor(Uncleaned / hair / found trash / dusty corners)<br>

  Yes

  No

  N/A

• Toilet zone<br>-Toilet unit / toilet flusher(Uncleaned / damaged / yellowish water marks / cannot flush)<br>-Toilet cover / toilet seat(Uncleaned / stained / wet / damaged )<br>-Floor(Uncleaned / stained / wet)

  Yes

  No

  N/A

• Shower zone<br>-Shower wall( Uncleaned / mould / soap remains / water marks)<br>-Shower floor / drainage / floor trap(Uncleaned / mould / soap remains / water marks / hair)<br>-Hand-held shower head / rain-shower head / faucets(Water marks / soap remains / damaged / rusty )<br>-Grouting(Uncleaned / mould / wet / dusty corners)

  Yes

  No

  N/A

• Bath tub zone (if applicable)<br>-Bath tub（Uncleaned / mould / soap remains / water marks / hair）<br>-Tap(s) / faucets / stopper（Water marks / soap remains / damaged / rusty ）<br>-Grouting（Uncleaned / mould / wet / dusty corners）

  Yes

  No

  N/A

• General<br>-Lighting（Fused / visible dust on spot light cover）<br>-Carpet(Stained / hair / trash found / shows dirt on the cloth when wiped)<br>-Walling base-board on edges of floor(Dusty / dirt / damaged)<br>-Room odor(Not fresh / smells / smoky)

  Yes

  No

  N/A

#2 Elite/Mobile C/I /VIP Room

• Entrance zone<br>-Main door(Dusty / footmarks or kick-marks / damaged)<br>-Security chain / double lock(Dusty / dirt found / fingerprints / not working)

  Yes

  No

  N/A

• Closet <br>-Closet overall presentation(Untidy / dis-organized)<br>-Hangers(Quantity of types/Dis-organized / hangers chipped / rusty / stains or dirt)<br>-Quantities of hangers(6 open hooks, 4 with clips)<br>-Elsafe(Dusty / faulty / lost item found)

  Yes

  No

  N/A

• Honor Bar<br>-Glassware / chinaware / silverware(Water marks / fingerprints / uncleaned / chipped / rusty)*3 points<br>-Fridge / contents(Product label not front-facing / not organized / fridge not working)*1 point<br>-Electronic kettle set(Uncleaned / wet / smelly)*1 point<br>-Coffee machine / coffee maker(Uncleaned / coffee stains / water marks / cannot turn on)*1 point<br>-Must include(1 kettle, 2 mugs, coffee tray, 2 stirrers or teaspoons,2 napkins)<br>-Coffee products must minimally include the following items:<br>1. Coffee(2 regular packets)<br>2. Tea (2 English ,2 others)<br>3. Condiments:( 4 UHT pasteurized shelf stable creamers, 4 sugar packets, 4 sugar-free sweeteners)

  Yes

  No

  N/A

• TV zone<br>-Television / TV remote control(Dusty / dirty / faulty / fingerprints / cannot turn on)

  Yes

  No

  N/A

• Desk zone<br>-Writing desk overall(Uncleaned / chipped corners / cluttered / fingerprints / dis-organized)<br>-Trash Bin / inner-bin liner(Uncleaned / damaged / liner missing / found trash)<br>-Items need to be placed at the desk<br>1.Notepad with pen<br>2.Eat-well menu<br>3.Telephone pricing list<br>4. Secure card<br>5. Westin Catalog

  Yes

  No

  N/A

• Window zone<br>-Sheer curtain / drapery(Stained / torn / hooks missing / difficult to draw / items found behind)<br>-Window(Fingerprints / water marks / dusty)

  Yes

  No

  N/A

• Sitting zone<br>-Sofa(Stained / trash found under-seat cushion / torn upholstery)

  Yes

  No

  N/A

• Bedroom<br>Night stand zone<br>-Night stand overall(Dis-organized / cluttered / dirty)<br>-Master panel(Fingerprints / dusty / faulty)<br>-Alarm clock / radio clock(Uncleaned / faulty / display time is incorrect)<br>-Night stand underneath / bed underneath(Uncleaned / trash found)

  Yes

  No

  N/A

• Bedroom<br>Bedding items<br>-Pillow cases(Stained / wrinkle / torn / hair / not crisp-looking)<br>-Duvet cover(Stained / wrinkle / torn / hair / not crisp-looking)<br>-Bed sheet(s)(Stained / wrinkle / torn / hair / not crisp-looking)<br>-Decorative pillow / Bed throw (if applicable)(Stained / torn upholstery)<br>

  Yes

  No

  N/A

• Bathroom<br>Terry items<br>-Bath towels(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Hand towels(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Face towels(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Bath mat / bath rug(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)<br>-Bath robe (if applicable)(Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking)

  Yes

  No

  N/A

• Vanity zone<br>-Vanity counter top(Stained / dirty / dusty / edges damaged)<br>-Basin(s) / grouting(Stained / uncleaned / mould on the grout / damaged / hair)<br>-Tumblers(Water marks / fingerprints / uncleaned / smells / chipped)<br>-Mirror / make-up mirror(Water marks / fingerprints / uncleaned / dusty / chipped)<br>-Trash bin / bin liner(Uncleaned / damaged / found trash)<br>-Bathroom floor(Uncleaned / hair / found trash / dusty corners)

  Yes

  No

  N/A

• Toilet zone<br>-Toilet unit / toilet flusher(Uncleaned / damaged / yellowish water marks / cannot flush)<br>-Toilet cover / toilet seat(Uncleaned / stained / wet / damaged )<br>-Floor(Uncleaned / stained / wet)

  Yes

  No

  N/A

• Shower zone<br>-Shower wall( Uncleaned / mould / soap remains / water marks)<br>-Shower floor / drainage / floor trap(Uncleaned / mould / soap remains / water marks / hair)<br>-Hand-held shower head / rain-shower head / faucets(Water marks / soap remains / damaged / rusty )<br>-Grouting(Uncleaned / mould / wet / dusty corners)

  Yes

  No

  N/A

• Bath tub zone (if applicable)<br>-Bath tub（Uncleaned / mould / soap remains / water marks / hair）<br>-Tap(s) / faucets / stopper（Water marks / soap remains / damaged / rusty ）<br>-Grouting（Uncleaned / mould / wet / dusty corners）

  Yes

  No

  N/A

• General<br>-Lighting（Fused / visible dust on spot light cover）<br>-Carpet(Stained / hair / trash found / shows dirt on the cloth when wiped)<br>-Walling base-board on edges of floor(Dusty / dirt / damaged)<br>-Room odor(Not fresh / smells / smoky)

  Yes

  No

  N/A

Lobby

• Lobby music, lighting, scent and internet are in excellent working order.<br><br>

  Yes

  No

  N/A

• Lobby furniture and fixtures are clean, organized and in good condition.

  Yes

  No

  N/A

• Select 1-2 locations in the public areas to conduct MOD internet checks (Net 60/Net lift).

  Yes

  No

  N/A

• Meet and greet all Elite Platinum and Gold member arrivals at Lobby /Westin Club

  Yes

  No

  N/A

• Conduct at least one check-in or check-out service audit based on BSA.

  Yes

  No

  N/A

• Engage the guest and manage queues during heavy check-in/out periods.

  Yes

  No

  N/A

• Inspect luggage room and make sure guest luggage secured.

  Yes

  No

  N/A

Westin Club

• Conduct walk through during Breakfast and Happy Hour meal periods and engage Elite members and guests.<br><br>

  Yes

  No

  N/A

• Lounge music, lighting, scent and internet are in excellent working order.

  Yes

  No

  N/A

• Ensure associates are engaging Elite members and guests in the Lounge. <br>

  Yes

  No

  N/A

Fitness Center/Gym/Pool Area

• Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use.

  Yes

  No

  N/A

• Music, lighting, scent and internet are in excellent working order.

  Yes

  No

  N/A

• Sound system and TV are working in gym.<br><br>

  Yes

  No

  N/A

• Locker room is clean and guest ready.

  Yes

  No

  N/A

• Pool area is clean and towels are neatly displayed on all pool deck chairs.

  Yes

  No

  N/A

Meeting Rooms

• Digital signage is updated with accurate information based on Daily Events Sheet.

  Yes

  No

  N/A

• Music, lighting, scent and internet are in excellent working order. Meeting foyer area is clean.

  Yes

  No

  N/A

• Report any meeting room doors that are not locked.<br><br><br>

  Yes

  No

  N/A

• Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly.

  Yes

  No

  N/A

Restaurant/Outlets

• Make sure all outlets reception desk with person stand by for welcoming.

  Yes

  No

  N/A

• Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order.<br>

  Yes

  No

  N/A

• Check if there are any Elite members dining in the outlets. Ensure the Members Dine More discount benefit is accorded.

  Yes

  No

  N/A

Back of House (BOH)

• Hallways are clean and free from debris.

  Yes

  No

  N/A

• Light fixtures are working properly. Report any defects to Engineering.

  Yes

  No

  N/A

• Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas.

  Yes

  No

  N/A

• Greet associates at the Laundry room. Ensure the temperature is appropriate for the working environment. <br>

  Yes

  No

  N/A

• Loading dock is clean and cleared of all deliveries.

  Yes

  No

  N/A

• Check in with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the MOD.

  Yes

  No

  N/A

• Associate cafeteria and uniform room are operating in accordance to service hours.

  Yes

  No

  N/A

• Ensure service lifts and lift tracks are spectacularly clean and free from debris.

  Yes

  No

  N/A

Associate & Basic Service Attitude

• Select 1 from Front office /Restaurant to check :<br>1.Warm greeting<br>2.Further Assistant<br>3.Appreciation<br>4.Warm Closing

  Yes

  No

  N/A

• Associate grooming (Hair /Female Make-up/Body Odor/Name batch)

  Yes

  No

  N/A

FCC & Staff Entrance

• All monitors are working<br>Any condition / facility defect?

  Yes

  No

  N/A

EHC Inspection

• Please check at lest one venue about food temperature record<br>Ask associate to show you how the temperature was taken.<br>Is the temperature same as the record?<br>Any explanation for temperature variance?

  Yes

  No

  N/A

• Are all opened food / beverage labeled in the fridge?

  Yes

  No

  N/A

• Is the chef using the correct color of chopping board?

  Yes

  No

  N/A

Guest Comments/ Suggestion

• Yes

  No

  N/A