Weekend Manager on Duty Checklist - Conrad Rabat Arzana

• CONRAD RABAT ARZANA

  Select

• Conducted on

  Date

• Prepared by

• Main check point-Security Gate

  Good

  Fair

  Poor

  N/A

• Hotel Lobby (cleanliness, traffic flow at the desk, Guest Relations presence, DMs)

  Good

  Fair

  Poor

  N/A

• General Observation of the Kids Club

  Good

  Fair

  Poor

  N/A

• Observation of the Receiving Area - Cleanliness & Condition

  Good

  Fair

  Poor

  N/A

• Observations of the Public Washrooms

  Good

  Fair

  Poor

  N/A

• Observation of the Team Member Restaurant

  Good

  Fair

  Poor

  N/A

• Observation of the Team Member Locker Room

  Good

  Fair

  Poor

  N/A

• General Observation on the Hotel Walk around in Meetings and Conferences room

  Good

  Fair

  Poor

  N/A

• General Observation on the Fitness Centre and Spa walkaround

  Good

  Fair

  Poor

  N/A

• General Observation on Restaurant Operation in La brise

  Good

  Fair

  Poor

  N/A

• General Observation on Pool and L'oursin operations

  Good

  Fair

  Poor

  N/A

• General Observation on Feuillage

  Good

  Fair

  Poor

  N/A

• General Observation of the Meeting rooms and conference rooms

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 1 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 2 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 3 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 4 Feedback)

  Good

  Fair

  Poor

  N/A

• Guest Room Inspection (Room 5 Feedback)

  Good

  Fair

  Poor

  N/A

Arrival Experience - MOD observe One ARRIVAL EXPERIENCE

• Observe if the ARRIVAL JOURNEY is smoothly delivered and the transition from one team member to another is clear and not overwhelming | FR: Observer si le parcours d'arrivée est bien exécuté et si la transition d'un membre de l'équipe à un autre est fluide et non accablante.

  Yes

  No

  N/A

• Guests are greeted curbside within 30 seconds of arriving (Valet)

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible (Valet, GR, Concierge, Front Desk)

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments (Valet, GR, Concierge, Front Desk)

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction (Valet, GR, Concierge, Front Desk)

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression (Valet, GR, Concierge, Front Desk)

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest (Valet, GR, Concierge, Front Desk)

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest (Valet, GR, Concierge, Front Desk) -

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful (Valet, GR, Concierge, Front Desk)

  Yes

  No

  N/A

• Bellman Staff performs the requirements of their department knowledgeably and proficiently.

  Yes

  No

  N/A

• Guest Relation Staff performs the requirements of their department knowledgeably and proficiently.

  Yes

  No

  N/A

• Reception Staff performs the requirements of their department knowledgeably and proficiently.

  Yes

  No

  N/A

• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known (Standard is Mr. Last name - consistently in all areas of operations)

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks (Should follow 3 parts closing - Thank you Mr. ____, have a wonderful stay with us!)

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms (Also include Conrad and FTG pins)

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Time from arriving at reception area until registration is complete does not exceed five minutes

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions (Front Desk Completed the Check-in formalities within 5 minutes)

  Yes

  No

  N/A

Guest Room Inspection - Inspect VR - Vacant Ready room or a VIP room)

• Upon arrival, the room has an extremely fresh, comfortable atmosphere

  Yes

  No

  N/A

• A specific welcome gift or amenity is provided during the visit

  Yes

  No

  N/A

• If provided, the welcome amenity is of extremely high quality and distinctive in presentation

  Yes

  No

  N/A

• The guest room is well-soundproofed

  Yes

  No

  N/A

• Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable

  Yes

  No

  N/A

• Hotel collateral and any printed products are in excellent condition

  Yes

  No

  N/A

• Hotel collateral is accurate and grammatically correct; if provided, magazines are current

  Yes

  No

  N/A

• The bed is clean and in excellent condition

  Yes

  No

  N/A

• The bed linens are of high quality and made of natural materials

  Yes

  No

  N/A

• The bed is exceptionally comfortable

  Yes

  No

  N/A

• The room promotes good sleep, including effective blackout functionality

  Yes

  No

  N/A

• The closets and shelves/drawers are generously spacious and very well lit

  Yes

  No

  N/A

• There are at least 10 hangers in the closet, convenient for all types of garments

  Yes

  No

  N/A

• Fresh flowers or live plants are provided by the hotel in the guest room

  Yes

  No

  N/A

• The bedroom is exceptionally clean

  Yes

  No

  N/A

• The bedroom is extremely well-maintained

  Yes

  No

  N/A

• Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate

  Yes

  No

  N/A

• Placement of bathroom amenities is convenient and careful

  Yes

  No

  N/A

• Placement of bathroom linens is convenient and careful

  Yes

  No

  N/A

• The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application

  Yes

  No

  N/A

• The bathroom is exceptionally clean

  Yes

  No

  N/A

• The bathroom is extremely well-maintained

  Yes

  No

  N/A

• The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy

  Yes

  No

  N/A

• The guest is exceptionally comfortable in this room

  Yes

  No

  N/A

Hotel Dining - La Brise, Breakfast (If an MOD dine at breakfast, MOD is to be treated as if a GUEST and following standards are to be evaluated)

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression. Eye contact is provided throughout

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known (Mr. Last Name/Mr. First Name consistently throughout)

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks (3 parts closing - Enjoy your meal Mr. Pittion)

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct

  Yes

  No

  N/A

• Menu and/or buffet includes at least two high quality health-conscious beverages

  Yes

  No

  N/A

• Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Recommendations on what could have been better: Service, Food, Ambiance, Cutleries, Overall Observations

  Yes

  No

  N/A

Hotel Dining (Lunch or Dinner) - MOD to evaluate the service standards accordingly "Dine as a guest"

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known

  Yes

  No

  N/A

• If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known (Mr. Last Name/Mr. First Name consistently throughout)

  Yes

  No

  N/A

• Interactions are closed with polite, appropriate remarks (3 parts closing - Enjoy your meal Mr. Pittion)

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff is discreet and unintrusive throughout the experience, while remaining attentive

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the menu and guides guests for a pleasant dining experience)

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• If asked for menu recommendations, staff can provide helpful information

  Yes

  No

  N/A

• Menu and/or buffet includes at least two high quality health-conscious beverages

  Yes

  No

  N/A

• Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered

  Yes

  No

  N/A

• Hot foods and beverages are hot when served; cold foods and beverages are chilled

  Yes

  No

  N/A

• Foods are flavorful and well-seasoned/balanced

  Yes

  No

  N/A

• Table is in excellent condition and completely clean

  Yes

  No

  N/A

• The guest's seating area is clean and in excellent condition

  Yes

  No

  N/A

• Removal of soiled dishes is convenient

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

• Recommendations on what could have been better: Service, Food, Ambiance, Cutleries, Overall Observations

  Yes

  No

  N/A