Hotel Operations Manager Checks

A hotel operations checklist is used by hotel operations managers to make sure that all the hotel areas meet brand standards. This inspection is also done to make sure all hotel staff are properly trained, so that guests can have an excellent stay.

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Hotel Operations Manager Checks



Start Of Shift

1. Have the relevant departments / information centre been informed who the Manager on Duty (MoD) is?


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2. Have all operations departments been visited to oversee operations?


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Front Office/Housekeeping

1. Shift handover conducted?


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2. Log report reviewed and action taken on all service-related issues?


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3. Has the guest been met in person to ensure closure?


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4. Daily morning brief attended / conducted?


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5. Enrolment goals information collected from the Front Desk?


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6. Performance checked throughout the day?


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7. Ensure today's Occupancy/ADR/VIP arrival/Events information/showrooms and best available rate to sell for rooms are updated and aware by operation team.


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8. Attend daily briefing with Front Office


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9. Rooms are cleaned and prepared prior to guests' arrival time?


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10. Keys and registration cards for Mobile Check-In are prepared and ready?


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11. Are empty suites allocated for upselling to ensure ‘No Suites Go Empty’?


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12. Randomly select 01 VIP rooms to inspect.


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13. Randomly inspect 02 guest floors for cleanliness, defects report defects to Engineering immediately.


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14. Randomly inspect 01 Back of House stairways for cleanliness and defects.


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15. Inspect public area washrooms for cleanliness (odour free) and functionality.


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16. Any defects reported to Engineering immediately?


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Lobby

1. Lobby music, lighting, ambience and internet in excellent working order?


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2. Lobby furniture and fixtures clean, organized and in good condition?


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3. MOD internet checks conducted in 02 locations in the public areas?


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4. At least 01 check-in or check-out service audit conducted?


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5. Are the guests engaged and queues managed during heavy check-in/out periods?


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6. Has the luggage room been inspected is it ensured that guest luggage is secure?


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Executive Lounge

1. Conduct walk-throughs and engage guests and VIP members.


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2. Lounge music, lighting, ambience and internet in excellent working order?


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3. Are associates engaging VIP members and guests in the lounge?


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Fitness Center/Gym/Pool Area

1. Is the gym clean, trash bins cleared?


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2. Sanitizer visible and ready for guests to use?


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3. Music, lighting, scent and internet in excellent working order?


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4. Sound system and TV working in gym?


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5. Locker room clean and ready for guest use?


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6. Pool area clean and towels neatly displayed on all pool deck chairs?


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Meeting Rooms

1. Has the digital signage been updated with accurate information based on Daily Events Sheet?


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2. Music, lighting, scent and internet in excellent working order?


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3. Meeting foyer area clean?


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4. Are all meeting room doors locked?


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5. Restrooms clean, odour free, trash bins emptied, supplies replenished and toilets flushing properly?


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Restaurant/Outlets

1. Is service prompt at all restaurants/outlets?


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2. Music, lighting, scent and internet in excellent working order?


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3. If there are any VIP members dining in the outlets, ensure the relevant discounts / benefits are accorded to them.


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Back Of House (BOH)

1. Hallways clean and free from debris?


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2. Light fixtures working properly?


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3. Any defects reported to Engineering?


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4. Associate locker rooms clean and tidy?


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5. Is the loading dock clean and cleared in preparation for all deliveries?


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6. Checked with Loss Prevention team to ensure all incidents are closed and any abnormalities are briefed to the Manager?


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7. Are the associate cafeteria and uniform room operating in accordance to service hours?


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8. Service lifts and lift tracks extremely clean and free from debris?


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9. Shift handover to the next Manager?


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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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