Template Information
This document contain guidelines on how to conduct mod activities
Category: food-&-hospitality
Template Questions
- Guest Service Agent Name
- Foundational Welcome Components:
- Memorable Welcome Components
- Overall was the check-in experience an interaction or transaction? What could have made it more personalized?
- What information did the agent uncover about the guest that could lead to a potential opportunity to make the stay a personalized one? How was or should this have been capture in StarGuest?
- Were there any other options the agent could have suggested based on reason for stay?
- Was there an opportunity for the associate to be more on brand? Describe specific behavioral examples.
- Coaching Moments
- Lobby Level
- Lobby Level Toilets
- Ballroom and Pre-Function
- Swimming Pool area
- Guest Lifts
- General Comments on above if any
- Photo attached
- Observation Day
- Observation Date Date
- Observation Time Date
- Sheraton Fitness
- Staff Facilities Observation
- Padhaharan - Staff Cafetaria
- Male Associates Locker Room
- Female Associates Locker Room
- F&B Venues Dining Experience
- Venue Location
- Date Date
- Dining Time Date
- 1. You were greeted within 30 second of arrival?
- 49. Based on your expectations, how would you rate your dining experience in this venue?
- Food and Beverage Activities report
- Kawi Lounge
- Observation time Date
- Pax
- Comments
- Kafe Bromo
- Sheraton Club
- Lung Yuan
- Link@Sheraton
- La Patisserie
- Banquets
- A. Risers Inspection
- Observation Date and Time Date
- Inspect the following areas and make comments when necessary. If all is normal, mark OK
- Floor 29
- Floor 28
- Floor 27
- Floor 26
- Floor 25
- Floor 24
- Floor 23
- Floor 22
- Floor 21
- Floor 20
- Floor 19
- Floor 18
- Floor 17
- Floor 16
- Floor 15
- Floor 14
- Floor 12
- Floor 11
- Floor 10
- Floor 9
- Floor 8
- Floor 7
- Floor M
- Floor 4
- Floor L
- Floor UG
- Floor LG
- B. Fire Safety Inspection
- Car Park Apartment Guest
- Grand Circle. Front Hotel Entrance
- Deluxe/Premium Room Inspection
- Room Number
- 1. Door/Entryway
- Close the bathroom door and be advise to inspect the bathroom last
- 2. Closet / Wardrobe
- Should be inspected throughout the guestroom walk, according to the clockwise direction
- 3. Artwork and mirrors
- 4. Minibar Area
- 5. Air Conditioner (AC)
- 6. Luggage Rack
- 7. Dresser
- 8. Desk/Desk Chair
- 9. Wastebasket/Recycling Bin
- 10. Coffee tea facilities
- 11. Lounge Chair/Ottoman/Sofa/Sofa bed
- 12. Lighting
- 13. Windows/Window Treatments/Patio Doors
- 14. Night Stand/Bedside Table
- 15. Bedding/Headboard
- 2. Vanity/Mirror/Make-up mirror/Washbasin area
- 3. Wastebasket
- 4. Toilet
- 5. Terry (Bath, hand towels, face cloth & bath mat) and Towel Rack
- 6. Shower
- 7. Bathtub
- General comments on above if any
- Club Room Inspection
- Suite Room Inspection
- Entrance Door
- Toilet Room
- Kitchen areas
- Minibar Area
- Air Conditioner (AC)
- Television
- Writing Desk
- Coffee tea facilities
- Balcony
- Curtains
- Bedside Table
- Beds
- Bedroom Surroundings
- Closet / Wardrobe
- Luggage Rack
- Bathroom
- Washbasin area
- Shower
- Bathtub
- Document any incidents that occurred during your MOD shift
- Incident Date Date
- Incident Time Date
- Incidents Detail Cronology
- Add media
- The Farewell Foundational Components:
- The Farewell Memorable Components:
- Overall was The Farewell experience an interaction or a transaction? What could have made it more personalized?
- What information did the agent share that connected with the guest based on the experience he/she just had with us? If not mentioned, was the opportunity there? How could it have sounded different?
- Was there a clue that the guest sent through body language, tone, or words that the agent missed? What was it and why do you think it is important that the agent look for that type of clue? (i.e. potential unresolved problem, opportunity to make the lasting impression more memorable)
- Was there an opportunity for the associate to be more on brand? What about fundamental service basics, such as name usage, smile, empathy, genuine care? Describe specific behavioral examples.
- Coaching Moments:
- What do you think the rating would be on GEI from this guest in regards to his/her check-out experience based on The Farewell you just observed?
- Overall MOD Comments Summary
- Report Send Out Instruction:1. Complete your MOD report by pressing finished button.2. Then press "Au