值班经理工作检查清单

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• ASIA PACIFIC CONTINENT Manager on Duty Hotel Operations Checklist 亚太区值班经理酒店运营工作检查清单

• Name of MOD: 值班经理姓名:

• Day/Date: 检查日期：

  Date

• Fairfield by Marriott Hangzhou Xiaoshan 萧山万枫酒店

• Shift start & end time: 开始和结束时间：8am8pm

  Date

• Start of shift 开始班次

• Completed 完成

• Visit front desk at 8am to inform team you are the MOD. Provide mobile number/extension for contact purposes. 上午八点告知前台你是今天的值班经理，并提供你的联系方式。

• Visit every operations department to inform the outlet's shift manager that you are on duty. 告知所有运营部门的负责人你已经在岗。

Front Office/Housekeeping 前台/客房

• Conduct shift handover with prior shift MOD. 与上一个班次的值班经理进行工作交接。

• Review MOD report and action on all service recovery issues. Meet the guest in person to ensure closure. 查看值班经理报告并对服务恢复问题采取行动，亲自会见客人以确保问题的妥善处理以及结束。

• Attend daily meeting(s). （9:00-9:30am） 上午九点至九点半参加每日例会。

• Ask Front Desk on the Enrolment goals for the day and check in on the performance throughout the day. 询问前台当天的会员招募计划，并且检查前台在办理入住时的表现。

• Ensure today's Occupancy/ADR/VIP arrival/Events information are updated on the board in back office. 确保前台后区办公室蓝色看板数据已经更新。（当天入住率、平均房价、重要贵宾抵达、会议信息等）

• Ask Front Desk to print arrival report for today (Elite/Mobile CheckIn/other VIP arrivals). 询问前台打印当天预抵报表（精英会员、手机入住、其他重要贵宾）

• Check discrepancy rooms before 9:30am (AM shift). 上午九点半查看房态差异

• Check due out rooms between noon to 1pm (PM shift). 下午一点前确认预离房间

• Rooms assigned for Elite/Mobile CheckIns/other VIPs are VCI rooms or prioritized for cleaning prior to guests' arrival time. 优先为精英会员、手机入住客人及其他重要贵宾预排干净的房间，或优先打扫有预抵时间客人的房间。

• Keys and registration cards for Mobile CheckIn are prepared and ready. 提前准备手机入住客人的房卡。

• Review “GXP Customer Care Open Cases” and ensure all the cases are closed with 72 hours 查看GXP Customer Care Open Cases,确保案例已经在72小时内关闭。

• Randomly select 12 Elite/Mobile CheckIn/VIPs rooms to inspect. 随机抽查12间精英会员、手机入住客人及其他重要贵宾的房间。（检查之前需要在PMS中将房态更改为脏房）

• Randomly select another 12 VCI rooms to inspect. 随机抽查1-2间空干净的房间（检查之前需要在PMS中将房态更改为脏房）

• Randomly select another 12 GCPM rooms to inspect. 随机抽查1间当天完成GCPM的房间

• Ramdomly inspect 12 guest floors for cleanliness, defects and clear IRD trays.workshop is locked Report defects to Engineering immediately. 随机抽查1-2个客房楼层，（干净整洁、水果盘下栏盆是否清空、工作间是否上锁、缺陷问题通过GXP下工单通知工程部）

• Randomly inspect 12 Back of House stairways for cleanliness and defects. 随机抽查1-2个后区楼梯是否干净、有无缺陷。

• Ensure guest lifts and lift tracks are spectacularly clean and free from debris. 确保客人电梯和电梯轨道非常干净，没有杂物。

• Inspect public area washrooms for cleanliness (odor free) and functionality. Report defects to Engineering immediately. 检查公共区域洗手间的清洁(无异味)和功能。缺陷问题通过GXP下工单通知工程部

• Is it required that each guest read and sign the Anti-Fraud Notice?是否落实每位住店旅客阅读并签收《反诈告知书》

Lobby

• Lobby music, lighting, scent and internet are in excellent working order. 大堂音乐、灯光、气味、网络都处于良好的工作状态。

• Lobby furniture and fixtures are clean, organized and in good condition. 大堂家具及固定装置清洁、整齐、完好。

• Select 12 locations in the public areas to conduct MOD internet checks (Net 70/Net lift). 抽查12个区域的网速，（房间下载速度不能低于500KB）

• greet and farewell Elite member arrivals. （11:3012:00am；5:306:00pm） 上午十一点半至十二点站大堂送别精英会员，下午五点半至六点迎接精英会员。

• Conduct at least one checkin or checkout service audit based on BSA. 根据BSA进行一次入住以及退房服务的审核

• Inspect luggage room and make sure guest luggage secured. 查看行李房以确保客人行李的安全

• ensure sanitizer pump is visible and ready for guest use at front desk\front of lift\restaurant 确保在前台、电梯或餐厅的消毒泵是可见的，并准备好供客人使用

Guest Laundry 自助洗衣房

• Guest laundry room is clean, trash bins cleared and sanitizer pump is visible and ready for guest use. 洗衣房清洁，垃圾桶清理干净，供客人使用的消毒站可见。

• music, lighting, scent and internet are in excellent working order. 音乐、灯光、气味和网络都处于良好的工作状态。

Fitness Center 健身房

• Gym is clean, trash bins cleared and sanitizer pump is visible and ready for guest use. 健身房清洁，垃圾桶清理干净，供客人使用的消毒站可见。

• Music, lighting, scent and internet are in excellent working order. 音乐、灯光、气味和网络都处于良好的工作状态。

• Plenty of towels and water and Recycle dirty towels in time 毛巾和水补充充足且脏毛巾及时回收。

• Sound system and TV are working in gym. 音响系统和电视都在工作。

Meeting Rooms

• Digital signage is updated with accurate information based on Daily Events Sheet. 数字标牌根据每日活动表更新准确信息。

• Music, lighting, scent and internet are in excellent working order. Meeting foyer area is clean. 音乐、灯光、气味和网络都处于良好的工作状态。 会议大厅干净。

• Report any meeting room doors that are not locked. 报告所有未上锁的会议室门。

• Restrooms are clean, odor free, trash bins emptied, supplies replenished and toilets flushing properly. 卫生间干净，没有异味，垃圾桶清空，补给充足，厕所冲洗正常。

Restaurant/Outlets

• Ensure service is prompt at all restaurants/outlets. Music, lighting, scent and internet are in excellent working order. 确保所有餐厅的服务及时到位。 音乐、灯光、气味和网络都处于良好的工作状态。

• Select 12 GFSA49 随机抽查12条食品安全审计49条的文档

• taste food through digital taste panel，ensure present food meet BSA 自助餐品尝测试，并检查出品是否符合BSA标准

• Check if there are any Elite members dining in the outlets. get comments from elite members 检查是否有精英会员在餐厅用餐并获得相关评论

Back of House (BOH)

• Hallways are clean and free from debris. 走廊很干净，没有碎片。

• Light fixtures are working properly. Report any defects to Engineering through GXP. 灯具工作正常。 通过GXP向工程部报告任何缺陷。

• Ensure associate locker rooms are clean and tidy. Remove any shoes or belongings that are placed on top of locker areas. 确保员工更衣室干净整洁。 移走任何放在储物柜顶部的鞋子或物品。

• Loading dock is clean and cleared of all deliveries. 卸货平台干净且已经移除所有递送物品

• Check in with Loss Prevention team to ensure all daily TCP2.0 task was done 与保安部确认当天TCP2.0相关任务已经完成

• Associate cafeteria and uniform room are operating in accordance to service hours. 员工餐厅及制服室按服务时间运作。

• Ensure service lifts and lift tracks are spectacularly clean and free from debris. 确保员工服务电梯轨道非常干净，没有碎片。

• Shift handover to the next MOD. 交接给下一个值班经理

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