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TCOD Report
TCOD W Koh Samui

TCOD Report

W Koh Samui

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Information

  • Conducted on

  • Prepared by

Start of shift

  • Go to breakfast buffet at TKT for having breakfast and do Digital Test Panel before 11am. Ask TKT for QR code scanning.

Welcome/Style

  • Review Service Opportunity report of the day and follow up action on all service recovery issues to ensure the problem solved.

  • Comments

  • Attend daily pre-arrival meeting at 17.00 hrs.

  • Ask Welcome Agent on the Enrolment goals for the day, today's Occupancy/ADR/WHO arrival and check in on the performance throughout the day.

  • Comments

  • Villas assigned for SPG & MRW member / other WHOs are ready for inspection rooms or prioritized for cleaning prior to guests' arrival time.

  • Comments

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

  • Comments

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

  • Comments

  • Ramdomly inspect 1-2 guest room area for cleanliness, defects and clear IRD trays. Report defects to Engineering immediately.

  • Comments

  • Randomly inspect 1-2 Back of House stairways for cleanliness and defects.

  • Comments

  • Picture (if any)

  • Ensure guest elevator and talent elevator in good condition and clean.

  • Comments

  • Add media

  • Inspect public area WCs for cleanliness (odor free) and functionality. Report defects to Engineering/Style immediately.

  • Comments

  • Picture (if any)

Villa Inspection

  • Inspect at least 1-2 villas per day - First priority on Elite SPG/MRI/WHO arrival (tap here to add more incident if needs)

    • Villa

  • Villa number

  • Villa Category

    • Jungle Oasis
    • Tropical Oasis
    • Ocean View
    • Ocean Front
    • WOW Jungle
    • WOW Ocean
    • Extreme WOW
    • Seascape

  • Expected Arrival Guest/WHO

  • The following areas are needed to check for both cleanliness and condition

Entrance zone

  • Main door - Free of Dusty / footmarks or kick-marks / damaged

  • Comments

  • Picture/Video (if any)

  • Security chain / double lock - Free of Dusty / dirt found / fingerprints / not working

  • Comments

  • Picture/Video (if any)

Closet

  • Closet overall presentation - check: Untidy / dis-organized

  • Comments

  • Picture/Video (if any)

  • Hangers set 5 , Hangers clip set 5, Satin set 4 - check: Dis-organized / hangers condition / rusty / stains or dirt

  • Comments

  • Picture/Video (if any)

  • Safety Box - Free of Dusty / faulty / lost item found

  • Comments

  • Picture/Video (if any)

Minibar Counter

  • Glassware / chinaware / silverware - Free of Water marks / fingerprints / uncleaned / chipped / rusty

  • Comments

  • Picture/Video (if any)

  • Fridge / contents - check: Product label not front-facing / not organized / fridge not working

  • Comments

  • Picture/Video (if any)

  • Electronic kettle set - Free of Uncleaned / wet / smelly

  • Comments

  • Picture/Video (if any)

  • Coffee machine / coffee maker - Free of Uncleaned / coffee stains / water marks / cannot turn on

  • Comments

  • Picture/Video (if any)

Living Room

  • Television / TV remote control - Free of Dusty / dirty / faulty / fingerprints / cannot turn on

  • Comments

  • Picture/Video (if any)

  • Writing desk overall - check: Uncleaned / chipped corners / cluttered / fingerprints / dis-organized

  • Comments

  • Picture/Video (if any)

  • Trash Bin / inner-bin liner - check: Uncleaned / damaged / liner missing / trash

  • Comments

  • Picture/Video (if any)

  • Sheer curtain / drapery - Check: Stained / torn / hooks missing / difficult to draw / items found behind

  • Comments

  • Picture/Video (if any)

  • Window - Free of Fingerprints / water marks / dusty

  • Comments

  • Picture/Video (if any)

  • Sofa - Free of Stained / trash found under-seat cushion / torn upholstery

  • Comments

  • Picture/Video (if any)

Bedroom

Night stand zone

  • Night stand overall - Free of Dis-organized / cluttered / dirty

  • Comments

  • Picture/Video (if any)

  • Master panel - Free of Fingerprints / dusty / faulty

  • Comments

  • Picture/Video (if any)

  • Alarm clock / radio clock - check: Uncleaned / faulty / display time is incorrect

  • Comments

  • Picture/Video (if any)

  • Night stand underneath / bed underneath - Check: Uncleaned / trash found

  • Comments

  • Picture/Video (if any)

Bedding items

  • Pillow cases - Free of Stained / wrinkle / torn / hair / not crisp-looking

  • Comments

  • Picture/Video (if any)

  • Duvet cover - Free of Stained / wrinkle / torn / hair / not crisp-looking

  • Comments

  • Picture/Video (if any)

  • Bed sheet(s) - Free of Stained / wrinkle / torn / hair / not crisp-looking

  • Comments

  • Picture/Video (if any)

  • Decorative pillow / Bed throw (if applicable) - Free of Stained / wrinkle / torn / hair / not crisp-looking

  • Comments

  • Picture/Video (if any)

Bathroom

Terry Items

  • Bath towels - Free of Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking

  • Comments

  • Picture/Video (if any)

  • Hand towels - Free of Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking

  • Comments

  • Picture/Video (if any)

  • Face towels - Free of Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking

  • Comments

  • Picture/Video (if any)

  • Hand towels - Free of Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking

  • Comments

  • Picture/Video (if any)

  • Bath mat / bath rug - Free of Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking

  • Comments

  • Picture/Video (if any)

  • Bath robe - Free of Yellowish / torn / stained / hair / smells / not fluffy or crisp-looking

  • Comments

  • Picture/Video (if any)

Vanity Zone

  • Vanity counter top - Free of Stained / dirty / dusty / edges damaged

  • Comments

  • Picture/Video (if any)

  • Basin(s) / grouting - Free of Stained / uncleaned / mould on the grout / damaged / hair

  • Comments

  • Picture/Video (if any)

  • Tumblers - Free of Water marks / fingerprints / uncleaned / smells / chipped

  • Comments

  • Picture/Video (if any)

  • Mirror / make-up mirror - Free of Water marks / fingerprints / uncleaned / smells / chipped

  • Comments

  • Picture/Video (if any)

  • Trash bin / bin liner - Free of Uncleaned / damaged / trash

  • Comments

  • Picture/Video (if any)

  • Bathroom floor - Free of Uncleaned / hair / trash / dusty corners

  • Comments

  • Picture/Video (if any)

Toilet Zone

  • Toilet unit / toilet flusher - Free of Uncleaned / damaged / yellowish water marks / cannot flush

  • Comments

  • Picture/Video (if any)

  • Toilet cover / toilet seat - Free of Uncleaned / stained / wet / damaged

  • Comments

  • Picture/Video (if any)

  • Toilet Floor - Free of Uncleaned / stained / wet

  • Comments

  • Picture/Video (if any)

Shower zone

  • Shower wall - Free of Uncleaned / mold / soap remains / water marks

  • Comments

  • Picture/Video (if any)

  • Shower floor / drainage / floor trap - Free of Uncleaned / mold / soap remains / water marks / hairs

  • Comments

  • Picture/Video (if any)

  • Hand-held shower head / rain-shower head / faucets - Free of Water marks / soap remains / damaged / rusty

  • Comments

  • Picture/Video (if any)

  • Grouting - Free of Uncleaned / mold / wet / dusty corners

  • Comments

  • Picture/Video (if any)

Bath tub zone

  • Bath tub - Free of Uncleaned / mold / soap remains / water marks / hair

  • Comments

  • Picture/Video (if any)

  • Tap(s) / faucets / stopper - Free of Water marks / soap remains / damaged / rusty

  • Comments

  • Picture/Video (if any)

  • Grouting - Free of Uncleaned / mold / wet / dusty corners

  • Comments

  • Picture/Video (if any)

General

  • Lighting - Check: Fused / visible dust on spot light cover

  • Comments

  • Picture/Video (if any)

  • Carpet - Free of Stained / hair / trash / shows dirt on the cloth when wiped

  • Comments

  • Picture/Video (if any)

  • Room odor - Free of Not fresh / smells / smoky

  • Comments

  • Picture/Video (if any)

Balcony

  • Glass surface - Free of Uncleaned / scratched

  • Comments

  • Picture/Video (if any)

  • Floor - Free of Uncleaned / trash / dry leaves

  • Comments

  • Picture/Video (if any)

  • Furniture - Free of Uncleaned / stained / damaged

  • Comments

  • Picture/Video (if any)

  • Pool - Free of uncleaned / trash / dry leaved / not clear

  • Comments

  • Picture/Video (if any)

W Lounge

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

  • Comments

  • Picture (if any)

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

  • Comments

  • Picture (if any)

  • Select 1-2 locations in the public areas below to conduct speed internet checks. (check on wifi bar on iPad)

    • Spa
    • Beach
    • W lounge
    • TKT
    • Hill Side
    • Villa 501

  • undefined

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

  • Comments

  • Inspect luggage room and make sure guest luggage secured.

  • Comments

  • Picture (if any)

  • Stand by at Woo Bar for Sunset Ritual greet and meet guest at 18.00 hrs.

  • Comments

FIT/WET

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

  • Comment

  • Picture (if any)

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

  • Comment

  • Picture (if any)

  • Sound system and TV are working in Fit.

  • Comment

  • Picture (if any)

  • Locker room is clean and good condition ready to use.

  • Comment

  • Picture (if any)

  • Fit restroom female/male are clean, odor free, trash bins emptied, supplies replenished and toilets flushing property.

  • Comment

  • Picture (if any)

  • Wet clean and towels are neatly displayed on all pool deck chairs.

  • Comment

  • Picture (if any)

Spa

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

  • Comments

  • Picture (if any)

  • Welcome area is clean and tidy no document on desk.

  • Comments

  • Picture (if any)

  • Ask talent to check overall cleanliness and condition of spa room. (At least one room)

  • Comments

  • Picture (if any)

Great Room

  • Signage is updated with accurate information based on Daily Event Sheet.

  • Comments

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

  • Comments

  • Check if the meeting room door is locked.

  • Comments

The Kitchen Table

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

  • Comments

  • Picture (if any)

  • Ensure talents are engaged with guest in restaurant.

  • Comments

  • Picture (if any)

  • Report cleanliness and condition of restaurant.

  • Comments

  • Picture (if any)

Namu

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

  • Comments

  • Picture (if any)

  • Ensure talents are engaged with guest in restaurant.

  • Comments

  • Picture (if any)

  • Report cleanliness and condition of restaurant.

  • Comments

  • Picture (if any)

Back of House

  • Hallways are clean and good condition.

  • Comment

  • Picture (if any)

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

  • Comment

  • Picture (if any)

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

  • Comment

  • Picture (if any)

  • Greet talents at the Wash room. Ensure the temperature is appropriate for the working environment.

  • Comment

  • Picture (if any)

  • Receiving area is clean and cleared of all deliveries.

  • Comment

  • Picture (if any)

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

  • Comment

  • Picture (if any)

  • Green room and wardrobe room are operating in accordance to service hours.

  • Comment

  • Ensure service lifts are clean and free from debris.

  • Comment

  • Check the garbage areas. (Garbage Room is locked. Key is available at the LP office. Check if:

  • No garbage is disposed outside garbage room.

  • Recyclable products are organized and stacked properly (bottles, cans, styrofoam, recyclable paper, carton boxes)

  • No fluids draining onto the ground from wet garbage (food waste).

  • No excessive food debris on the ground.

  • No wet garbage stored directly on the ground.

  • Dumpster lids missing, cracked or damaged.

  • Wet garbage refrigerator is working properly.

  • No strong smell/odor in Garbage room.

Other Highlights

Select 1-2 of these questions below and ask at least 3 talents.

  • What are our W Passion Points? (Answer: Design, Music, Fashion and Fuel)

  • Comments

  • What are our W Core Values? (Answer: Bold, Witty, Insider)

  • Comments

  • What are Marriott Core Values? (Answer: Put our People First, Pursue Excellence, Embrace Change, Act with Integrity and Serve our World)

  • Comments

  • What is Explore? (Answer: Explore is the name of the combined discount program offered to Marriott and Starwood associates)

  • Comments

  • Do associates need to stay overnight to be eligible for the Explore Food & Beverage discount? (Answer: No. To receive the benefit, associates need to show their Discount Card which is available on 4myHR website)

  • Comments

  • What is the benefit on the Explore Food & Beverage discount? (Answer: Associates can enjoy discounts of 50% for AP region (35% on IRD and alcohol) and 20% for other regions on food & beverage, including alcohol, for parties up to 8 people; the associate must be one of the 8)

  • Comments

  • How many rooms per night can associates and immediate family members book under Explore Rate? (Answer: Associates can book two rooms per night; immediate family members can book one room per night.)

  • Comments

  • How many rooms per night can associates or friends book under the Explore Friends Rate? (Answer: There is no limit on the number of room nights.)

  • Comments

  • What is PAW program? (Answer: Pet Are Welcome Program. $100 non-refundable cleaning fee & $25 daily charge for pet. Amenities for PAW program are bed, food & water bowls, toys, food, both wet and dry, treats, litter boxes, waste removal bags.)

  • Comments

  • What are required to become a Gold and Platinum member? (Answer: Becoming a Gold member requires 10 Eligible Stays or 25 Eligible Nights in a calendar year. Becoming a Platinum member requires 25 Eligible Stays or 50 Eligible Nights in a calendar year.)

  • Comments

  • What are SPG Eligible Charges and ineligible charges? (Answer: Eligible Charges are Eligible Rates, F&B charges, laundry & dry cleaning, telephone, in-room movies. Ineligible charges include taxes, service charges, gratuities, spa, watersport rentals, etc. In addition, certain types of room rates are not eligible to earn Starpoints. These include groups settled through a master bill, pre-packaged deals through travel agents, wholesale rates, and rates from third-party bookings )

  • Comments

  • What is the SPG discount we offer for the member? (Answer: Preferred = 10%, Gold = 15%, Platinum = 20% on Food & Beverage includes Alcohol. Applicable at Namu, TKT, SIP, Beach Grill, Woobar)

  • Comments

  • Is there any incidents during your TCOD shift?

  • Enter incident details (tap here to add more incident if have)

    • Incident

  • Incident Time

  • Incident Details

  • Picture/Video (if any)

  • Incident Status

  • Conclusion

Conclusion

  • Other overall TCOD comments (If any)

  • Sign Off

TCOD Report
TCOD W Koh Samui

TCOD Report

W Koh Samui

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