TUGAS format cheklist job housekeeping dan front office

aljul hotel

 

Atendance list for Housekeeping Departemnet

   Date:02/03/20

NO	NAME	SECTION	YES	NO
1		ROOM	ü
2		ROOM	ü
3		ROOM	ü
4		ROOM	ü
5		ROOM	ü
6		ROOM	ü
7		ROOM	ü
8		ROOM	ü
9		ROOM	ü
10		ROOM	ü
11		ROOM	ü
12		PA	ü
13		PA	ü
14		PA	ü
15		PA	ü
16		PA	ü
17		PA	ü
18		PA	ü
19		PA	ü
20		PA	ü

Housekeeping Personal and Grooming checklist

Room and PA

NO	Information	YES	NO
1	Hair: The hair to be styled does not touch the face.	ü
2	Skin: Skin hygiene is very important because clean skin gives a good impression to guests. Cleaning the skin can be done by bathing. Bathing recommended by health experts is twice a day	ü
4	Uniform: Well maintained so that it can be used according to results. There are no torn parts. Always neat and tangle. Complete buttoned according to design. Always clean and no stains. Use uniforms that fit your body size	ü
5	Name Tage: Name tags are always used while on duty according to the design. Keeped intact and easy to read. Clean, not scratched and not stained	ü
6	Nails:keep nails short and weel trimmed	ü
7	jewelry:Room attendant should wear only one dress ring or wedding ring	ü
8	Odor:staff should use deodorant on a regular basis	ü
9	Make up:make up is necessary to enhance your facial look	ü
10	Personal hygiene:alwasys bathe or shower before work including brushing the teeth	ü

Room Inspection Checklist  for housekeeping department

ENTRANCE / DOOR WAY
Exterior door/Frame	YESü	NO	Peep - Hole	YESü	NO
Lock Operation	YESü	NO	DND- Card  ( 1 Nos.)	YESü	NO
Room # Polished	YESü	NO	Make My Room - Card  ( 1 Nos.)	YESü	NO
Entry light switch	YESü	NO	Laundry - Card ( 1 Nos.)	YESü	NO
Closet door mirrors	YESü	NO	Closet Light	YESü	NO
Entry light	YESü	NO	Wardrobe Door	YESü	NO
Cloth Hangers ( 8 Nos.)	YESü	NO	Extra Blanket  ( 1 Nos.)	YESü	NO
Luggage Rack	YES	NOü	Extra Pillows  ( 2 Nos.)	YESü	NO
Electronic Safe	YESü	NO	Shoe Shine  ( 1 Nos.)	YESü	NO
Safe Instruction Card	YESü	NO	Laundry Bags  ( 1 Nos.)	YESü	NO
Closet Door Tracks	YESü	NO	Lights Switches	YESü	NO
Emergency  Exit Plan	YESü	NO	A/C Operation	YESü	NO
GUEST ROOM
Desk	YESü	NO	Desk Lamp	YESü	NO
Chair	YESü	NO	Amenity Folder  ( 1 Nos.)	YES	NOü
Trash Can	YESü	NO	Room Service Menu	YES	NOü
Hotel Rules	YESü	NO	Hotel Directory	YESü	NO
Breakfast  Knob Card	YESü	NO	Writing Material	YESü	NO
Sewing Kit (1 Nos)	YESü	NO	All Purpose Kit  ( 1 Nos.)	YESü	NO
Bible  ( 1 Nos.)	YESü	NO	Gita  ( 1 Nos.)	YESü	NO
Mirrors	YESü	NO	Heavy Curtain clean	YESü	NO
Sheer Curtain clean	YESü	NO	Window operation	YESü	NO
Drapes open properly	YESü	NO	Picture & Frame lights Dusted	YESü	NO
Window Cleaning	YESü	NO	Night Stand Surface clean	YESü	NO
Sofa cleaned	YESü	NO	Table Cleaned	YESü	NO
Beds Properly Made	YESü	NO	Trash behind furniture	YESü	NO
Under table clean	YESü	NO	Under bed clean	YESü	NO
Floor Lamp dusted	YESü	NO	Picture & Frame Dusted	YESü	NO
Bed Side table Clean	YES	NOü	Bed Side lamp	YESü	NO
Lampshade	YESü	NO	Telephone Disinfected & Working	YESü	NO
Message pad ( 1 Nos.)	YESü	NO	Service directory	YESü	NO
Pen ( 1 Nos.)	YESü	NO	TV Remote - Working	YESü	NO
TV - Channel set correctly	YESü	NO	Bed Side Radio set at proper time	YESü	NO
Carpets Vacuumed	YESü	NO	Mini Bar - All amenities placed	YES	NOü
Thermos flask (1 Nos.)	YESü	NO	High Ball glasses  ( 2 Nos.)	YESü	NO
Bottle Opener	YESü	NO	Tissue Box	YESü	NO
GUEST BATHROOM
Toilet Door Cleaned	YESü	NO	Toilet door latch working	YESü	NO
Bolt	YESü	NO	Robe Hook	YESü	NO
Washbasin and counter	YESü	NO	Mirror	YESü	NO
Mirror Screw caps	YESü	NO	Tissue Box	YESü	NO
Soap & Soap dish	YESü	NO	Lights Switches	YESü	NO
Hair Dryer	YESü	NO	Sink Stopper Clean	YESü	NO
Vanity Ledges Clean	YESü	NO	Aminity Placement	YESü	NO
Gargle Glasses	YESü	NO	Ashtray	YESü	NO
Toilet Tumblers	YESü	NO	Shower cap	YESü	NO
Pipes under sink	YES	NOü	Waste basket clean	YESü	NO
Sanitary disposal Bag	YESü	NO	Toilet Porcelain	YESü	NO
WC	YESü	NO	WC Band	YESü	NO
Flush	YESü	NO	Toilet Roll - With Extra roll	YESü	NO
Bath tub / Bath tub Stopper	YESü	NO	BathTub Fitting ( Nuts, Bolts etc.)	YESü	NO
Bath Tub - No Hair	YESü	NO	Bath Tub Drain	YESü	NO
Shower Head	YESü	NO	Soap Dish	YESü	NO
Tap & Shower Operation	YESü	NO	Shower Curtain	YESü	NO
Bath Bucket	YESü	NO	Bath Cup	YESü	NO
Bathroom Floor	YESü	NO	Bathroom Wall tiles	YESü	NO
Telephone working & Clean	YESü	NO	Vanity Area lights	YESü	NO

Public Area Checklist for housekeeping department

General	Yes	No	Comments
Empty trash,reline,and spot clean waste receptacles	ü
Dust,mop and wet mop hard floor surface	ü
Dust all surface	ü
Spot clean all entrance glass	ü
Spot clean door and walls		ü
Disinfect phones		ü
Vacuum all carpeted area		ü
Inspect area for defect and report to maintenance and HK		ü
Meeting room and Ballrooms
Stairs/steps	ü
Foyer area by ballroom	ü
Displays	ü
Doors	ü
Window glazing	ü
Planters		ü
Tables		ü
Decorative furniture		ü
Offices
Empty trash	ü
Tables	ü
Telephones	ü
Fax machine		ü
Vacuum carpet		ü
Window glazing		ü
Doors		ü
Clean waste bins		ü
Entrance and lobby area
Public toilet	ü
Carpet vacuuming	ü
Wall and wall hangings	ü
Displays	ü
Furniture		ü
Stairs / steps		ü
Telephone statation		ü
Elevator stainless steel door		ü

SPV Comments

Eksecutive Hausekeeper Name

Alif Julanjaya

                 Sifnature

Front Office attendance list

NO	Employe name	Emp ID	Section	Yes	No
1			FDA	ü
2			FDA	ü
3			FDA	ü
4			FDA	ü
5			RECEPTION	ü
6			RECEPTION	ü
7			RECEPTION	ü
8			RECEPTION	ü
9			RECEPTION	ü
10			OPERATOR	ü
11			OPERATOR	ü
12			OPERATOR	ü
13			OPERATOR	ü
14			OPERATOR	ü
15			OPERATOR	ü
16			BELLBOY	ü
17			BELLBOY	ü
18			BELLBOY	ü
19			BELLBOY	ü
20			BELLBOY	ü

Front office Grooming Cheklist

No	Personal	hygiene	Yes	No
1	He/she must be neat and clean both physically and in dress	Maintaining clean and fresh looking appearan	ü
2	Hair should be well cut and well groomed	Brushing teeth twice in a day	ü
3	A mild/soft parfume or body spray may be used but not too much to avoid sweaty odor	Having shower regularly	ü
4	Jewelry should include only one ring and necklace for ladies	Shaving everday	ü
6	Armbands or metallic neckwears should be avoided		ü

Front Desk Agent Cheklist

NO	Information	SUPERVISOR	YES	NO
1	Staff well groomed, uniformed, name tag was present.		ü
2	Staff did not eat, drink, smoke or chew gum.		ü
3	Staff maintained focus on guest, was not distracted.		ü
4	All Guests are acknowledged with eye contact and smile within 10 feet, even if the guest waiting in line.		ü
5	Guest are not waiting in line for no longer than 5 to 8 minutes.		ü
6	Front office team where staffed adequately and also as per the demand.		ü
7	Staff spoke first and greeted the guests with an simile, welcoming comment within 5 feet.		ü
8	Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest.		ü
9	Registered guests were not asked for duplicate information.		ü
10	Guest was discreetly asked how they would like to settle their account after their personal information was confirmed.		ü
11	Details were verified including dates of visit, rate, room type, bed type, smoking preference, email address and billing method.		ü
12	All special requests, relevant procedures were explained either on registration form or verbally.		ü
13	Guest correspondence / messages / parcels were discreetly conveyed to the guest.		ü
14	Staff are engaging guests in conversation during the check-in procedure.		ü
15	Check-in of the guest shown on the Property Management system (PMS)		ü
16	Credit card pre-authorization done and cards returned back to the guest.		ü
17	Key card in the jacket was presented, floor level was indicated, and other information within the key jacket was explained to guest.		ü
18	Room number was discreetly provided to guest.		ü
19	Guest Registration procedure accurately completed within 5 to 8 minutes (As per hotel standard or Hotel Type).		ü
20	In case room is not ready, the other options were provided and agent offered refreshment at the coffee shop and also store luggage.		ü
21	Front desk agent gave directions to room, and also offered assistance with the luggage.		ü
22	Staff spoke last, offered an authentic departure greeting referring to the guest’s reason for stay, and thanked the guest.		ü
23	Staff did not congregate or engage in personal conversation with other staff, no horseplay.		ü

RESERVATION CHEKLIST

NO	Information	Supervisor	Yes	No
1	Reservation department staff answered within 3 rings.		ü
2	Reservation staff had a smiling greeting which included, thanks, name and an offer of assistance.		ü
3	Permission asked to place call on hold, and reservation staff waited for response.		ü
4	Placed on hold for less than 30 seconds, thanks to extended for placing the call on hold.		ü
5	The guest name was requested and used at least one time.		ü
6	Staff promptly offered assistance and led the conversation.		ü
7	Features and benefits of the property were provided with enthusiasm, without prompting.		ü
8	Staff inquired if caller was a repeat guest, corporate guest.		ü
9	Staff customised the experience by determining preferences, offering a choice of smoking or non-smoking accommodations, room/bed type etc.		ü
10	Staff inquired about the guest’s special requests (in case any).		ü
11	Range of rates quoted beginning with higher price categories.		ü
12	Staff asked if there were alternate dates that could be considered, in case of non-availability or sold out.		ü
13	Staff skilfully and knowledgeably addressed inquiries and requests and spoke clearly.		ü
14	Minimal background noise, interruptions during the reservation process.		ü
15	Staff clearly explained inclusions in the rate offered. (Breakfast / Package / Taxes etc)		ü
16	Staff asked for the correct spelling of caller's name and recognised repeat guests.		ü
17	Staff asked for caller's contact details like mobile number, email etc. in case of first time visitor.		ü
18	Reservation details were reviewed including hotel location, arrival/departure dates and time, the spelling of name, address and email.		ü
19	Rate and room/bed type preference was confirmed, along with special requests, confirmation number was provided.		ü
20	Staff enquired for concierge services for airport transfers, pre-arrange entertainment, local transportation, or directions.		ü
21	Staff asked which email address they would like to use to send the reservation confirmation.		ü
22	Booking Confirmation was received in time stated and was accurate.		ü
23	Guarantee and cancellation policies were explained.		ü
24	Standard Check-in and checkout times were provided. Along with early check-in and check-out charges (In case guest requested for this).		ü
25	Staff was pleasant, courteous and did not seem rushed throughout the conversation.		ü
26	The conversation was ended with an authentic and memorable farewell comment, the guest was thanked.		ü
27	The speed of booking process was adapted to the environment and the needs of the guest		ü
28	Reservation department staff answered within 3 rings.		ü
29	Reservation staff had a smiling greeting which included, thanks, name and an offer of assistance.		ü

Telephone Operator Cheklist

NO	Information	Supervisor	Yes	No
1	All Calls were answered within 3 rings, every time.		ü
2	External greetings included: name of operator and an offer of assistance.		ü
3	Operators spoke in a clear tone with an entertaining smile in their voice, never sounded too rushed to be of help.		ü
4	Callers were allowed to speak and not interrupted.		ü
5	In case of internal guest calls operators used guest name at least one time.		ü
6	Operators waited for the caller to hang up first to ensure that the call was complete.		ü
7	Operator asked Permission to place call on hold, and operator waited for confirmation from guest / caller.		ü
8	Placed on hold for not more than 30 seconds, in case of extending confirmation was asked.		ü
9	Callers were informed that they would be transferred and destination of transfer was verified before transfer.		ü
10	Proper telephone etiquette  was used while transferring calls.		ü
11	Operators verified guest name before contacting room when only room number was given.		ü
12	Operators never released room number or name to callers.		ü
13	Operator offered to take message and repeated details with complete accuracy.		ü
14	Messages delivered within 30 minutes; content was complete, accurate and legible.		ü
15	Operator was the last to speak, confirmed transfer, offered thanks or offer of additional assistance.		ü
16	When wake up calls were requested, the following information was obtained: Name, room number, time, date and day.		ü
17	A second reminder call was always offered. (Generally, a 15 minute reminder call is given)		ü
18	Wake up call information was reconfirmed and also offered for coffee, tea, breakfast service.		ü
19	Wake up calls entered on EPBX or PMS within 5 minutes after the request.		ü
20	Wake up call was personalised and included time of the day, outside temperature and weather and wish of a pleasant day.		ü

Bellboy Cheklist

NO	Information	Bell captain shift	Yes	No
1	Bell person should arrived guest room no more than 5 minutes after the request, or guest was advised if more time was needed.		ü
2	Bell person knocked on the door three times (or rang bell) and announced themselves.		ü
3	Guest name was used at least one time during the conversation.		ü
4	Bell person inquired about the guest’s experience at the hotel, Any negative feedback reported to concerned team.		ü
5	Door assistance provided.		ü
6	Doorstop was used to properly open the door.		ü
7	Number of pieces was confirmed before leaving the room, if not leaving immediately an offer was made to store luggage.		ü
8	Guest was asked if the safe was used, bell person ensured that no items were left behind.		ü
9	Guest transportation needs were determined and arranged accordingly.		ü
10	Guest was toured to the front desk and handed to door person using name. If door person was occupied, bell person provided departure assistance.		ü
11	Gratuities given by guest were discreetly accepted with gratitude.		ü
12	Staff member was the last one to speak (kind comment, invitation to return, etc.)		ü
13	Door/bell staff well groomed, uniformed, name tag was present.		ü
14	Staff did not eat, drink, smoke or chew gum.		ü
15	The speed of service adapted to the environment and the needs of the guest.		ü

SPV Comments

Front Office Manager

Alif Julanjaya

                 Sifnature