TLAG MOD checklist

• Conducted on

  Date

• Prepared BY

• Leela Ambience Gurugram
  Address

PLANNING THE SHIFT

• Copy of the day's function sheet with VIP guest arrival time

  Yes

  No

  N/A

• Identify yourself as manager on duty for the evening to the Front Desk and telephone operator

  Yes

  No

  N/A

• Check the position for the house and room availability

  Yes

  No

  N/A

• Check expected arrivals and the rooms blocked for them

  Yes

  No

  N/A

• Check the time for the arrivals, ensure you plan to inspect at least 2 expected arrival rooms

  Yes

  No

  N/A

CHECK-IN

• Observe the Check-in and observe the team interaction and list down any areas of improvement

  Yes

  No

  N/A

CHECK-OUT

• Observe the Check-out and observe the team interaction and list down any areas of improvement

  Yes

  No

  N/A

CHECKING PRE-ARRIVAL ROOMS - ROOM 1

• Mention the Room number, VIP status and Guest Name

  Yes

  No

  N/A

• Ambience and temperature of rooms, light fixtures, all bulbs etc and working condition

  Yes

  No

  N/A

• Bathroom, odour and cleanliness, neat and complete stacking of supplies

  Yes

  No

  N/A

• Check mini bar items arranged neat and complete of supplies

  Yes

  No

  N/A

• Phones, TV, Hairdryer, bedside lamps and all other fixtures working , check room channels

  Yes

  No

  N/A

• Dust inspection on surface and fresh odour

  Yes

  No

  N/A

• Stationary supplies including coffee table books and in-room menus and advisories

  Yes

  No

  N/A

• VIP amenities placed as required by the CIS/guest history

  Yes

  No

  N/A

• Final- guest perspective : is the room looking welcoming and comfortable

  Yes

  No

  N/A

CHECKING PRE-ARRIVAL ROOMS - ROOM 2

• Mention the Room number, VIP status and Guest Name

  Yes

  No

  N/A

• Ambience and temperature of rooms, light fixtures, all bulbs etc and working condition

  Yes

  No

  N/A

• Bathroom, odour and cleanliness, neat and complete stacking of supplies

  Yes

  No

  N/A

• Check mini bar items arranged neat and complete of supplies

  Yes

  No

  N/A

• Phones, TV, Hairdryer, bedside lamps and all other fixtures working , check room channels

  Yes

  No

  N/A

• Dust inspection on surface and fresh odour

  Yes

  No

  N/A

• Stationary supplies including coffee table books and in-room menus and advisories

  Yes

  No

  N/A

• VIP amenities placed as required by the CIS/guest history

  Yes

  No

  N/A

• Final- guest perspective : is the room looking welcoming and comfortable

  Yes

  No

  N/A

ARRIVAL -PORCH

• Is the porch clean and free from any leaves, paper debris?

  Yes

  No

  N/A

• Are the bell boys and porch attendants efficient and welcoming all the guests.

  Yes

  No

  N/A

• Car Parking - are all the cars parked in order and the car park clean?

  Yes

  No

  N/A

• Is the general condition of the Porch, Lobby and lobby washroom good?

  Yes

  No

  N/A

• Lights are partially switched off depending on the activity level or as stipulated?

  Yes

  No

  N/A

PUBLIC AREAS

• Check lighting in the Lobby and report deficiencies to Engineering

  Yes

  No

  N/A

• Are all public area wash rooms clean, properly stacked and all lights working and odour free

  Yes

  No

  N/A

• Flower arrangements are well arranged and looking fresh

  Yes

  No

  N/A

• Are all the fire signs properly lit?

  Yes

  No

  N/A

FOOD and BEVERAGE EXPERIENCE

ALL DAY DINING (SPECTRA)

• Is the restaurant clean and all equipments are working?

  Yes

  No

  N/A

• Are all the table setups and side stations clean?

  Yes

  No

  N/A

• Is the music on and at the right volume?

  Yes

  No

  N/A

• Are the menu folders in good condition?

  Yes

  No

  N/A

• Are the guests being met at the entrance and welcomed by the team?

  Yes

  No

  N/A

• Is the Buffet Clean and Well stocked at all times?

  Yes

  No

  N/A

• Associate at the Live counter demonstrates a good knowledge about the food/ dish he is preparing?

  Yes

  No

  N/A

• Meet guest ascertain and ensure satisfaction

  Yes

  No

  N/A

BAR AND LOUNGE (RUBICON)

• Are the guests being met at the entrance and welcomed by the team?

  Yes

  No

  N/A

• Is the restaurant clean and all equipments are working?

  Yes

  No

  N/A

• Are all the table setups and side stations clean?

  Yes

  No

  N/A

• Is the music on and at the right volume?

  Yes

  No

  N/A

• Are the menu folders in good condition?

  Yes

  No

  N/A

• Meet guest ascertain and ensure satisfaction

  Yes

  No

  N/A

SPECIALTY RESTAURANT (DIYA)

• Are the guests being met at the entrance and welcomed by the team?

  Yes

  No

  N/A

• Is the restaurant clean and all equipment in good repair and odour free?

  Yes

  No

  N/A

• Are the menu folders in good condition?

  Yes

  No

  N/A

• Is the music on and at the right volume?

  Yes

  No

  N/A

• Meet guest ascertain and ensure satisfaction

  Yes

  No

  N/A

SPECIALTY RESTAURANT (ROYAL CLUB LOUNGE)

• Are the guest being met at the entrance and welcoming by the team

  Yes

  No

  N/A

• Is the restaurant clean and all equipment in good repair and odour free?

  Yes

  No

  N/A

• Is the buffet clean and refilled as required?

  Yes

  No

  N/A

• Is the music on and at the right volume?

  Yes

  No

  N/A

• Greet any VIP guest as and ascertain and ensure satisfaction

  Yes

  No

  N/A

SPECIALTY RESTAURANT (ZANOTTA)

• Are the guest being met at the entrance and welcoming by the team

  Yes

  No

  N/A

• Is the restaurant clean and all equipment in good repair and odour free?

  Yes

  No

  N/A

• Are the menu folders in good condition?

  Yes

  No

  N/A

• Is the music on and at the right volume?

  Yes

  No

  N/A

• Meet guest ascertain and ensure satisfaction

  Yes

  No

  N/A

BANQUETS

• Check the banquet area

  Yes

  No

  N/A

• VIP Banquet Function, MOD to be visible

  Yes

  No

  N/A

• Are the banquet washroom clean/manned (in case of functions)

  Yes

  No

  N/A

• Check all halls

  Yes

  No

  N/A

IN ROOM DINING

• Was the background free of any noise or disturbance

  Yes

  No

  N/A

• Did the order taker repeat the order and confirm the delivery time

  Yes

  No

  N/A

• Was the order delivered on time and accurately

  Yes

  No

  N/A

• Did the server ask the guest where he would like the Tray/trolley to be placed

  Yes

  No

  N/A

• Did the Employee offer to pour the beverages, remove the cloche/ and capstan as applicable?

  Yes

  No

  N/A

HOUSEKEEPING

• Are pantries clean and in good order? ( check 1 pantry and indicate pantry number)

  Yes

  No

  N/A

• Are all the turndown rooms made on time - any discrepancy?

  Yes

  No

  N/A

POOL AREA

• Is the water free from debris and all lights are working in the pool

  Yes

  No

  N/A

• Is the area free of any operating equipment such as towels, glasses etc?

  Yes

  No

  N/A

BACK OF THE HOUSE

• Are the following areas clean and well maintained?

• All F&B back areas

  Yes

  No

  N/A

• All corridors

  Yes

  No

  N/A

• Telephone exchange and computer centre

  Yes

  No

  N/A

• Locker rooms

  Yes

  No

  N/A

• Are the service elevators clean?

  Yes

  No

  N/A

• Emergency staircase are free of any storage or debris

  Yes

  No

  N/A

• Laundry

  Yes

  No

  N/A

• All kitchen areas

  Yes

  No

  N/A

• Engineering areas and control room

  Yes

  No

  N/A

ENERGY CONSERVATION

• Are all office closed and all lights and AC switched off?

  Yes

  No

  N/A

• Any leaking/ dripping faucets

  Yes

  No

  N/A

EMPLOYEE FACILITIES

• Staff cafeteria - neat, clean and in good condition

  Yes

  No

  N/A

• Talk to any 2 team members selected at random. Ask them for their feedback on food and general feedback

  Yes

  No

  N/A

INCIDENTS/ACCIDENTS

• Did you observe any Incidents, accidents, safety concerns or near misses?

  Yes

  No

  N/A

• What was the action taken to address the issue

  Yes

  No

  N/A

GUEST COMPLAINTS

• Were you informed about any Guest complaints

  Yes

  No

  N/A

• What was the action taken to resolve the guest issue

  Yes

  No

  N/A

OTHER OBSERVATIONS

• What were the observations made?

  Yes

  No

  N/A

• Other comments!

  Yes

  No

  N/A

MOD REPORT OVERVIEW

• What were the major areas of improvement/ observations made during the MOD shift?

  Yes

  No

  N/A