06FOCI

Enter check-in agent name(s)

Check-in information is correct

Registration is paperless

Loyalty program is addressed properly

Length of Check-in experience meets standard

If checking into a Club Level room, instruction is given for Club Level location, key access, F&B presentations and hours of operation

Front Desk Agent assigns correct room type

Room key presentation meets standard

Delays in check-in were not excessive

Room number provided discreetly, non- verbally

Front Desk Agent facilitates luggage assistance and escort to guest room

Front Desk Agent owns and resolves guest's requests and opportunities immediately

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Warm welcome/greeting provided

Front Desk Agent provides a warm welcome (Three Steps of Service)

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Front Desk Agent uses appropriate verbiage and shows genuine concern

Front Desk Agent does not decline a request without offering alternatives

Front Desk Agent is "On Stage"

Well-groomed and professional, wearing a uniform

Front Desk staff takes pride in and care of personal appearance

Front Desk Agent anticipates need(s) (Three Steps of Service)

Guest name used during the experience, when known

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

Front Desk Agent provides a fond farewell (Three Steps of Service)

Front Desk Agent enhances emotional engagement (positive)

Front Desk Agent enhances emotional engagement (negative)

The overall experience met guest expectations and was free of negative detractors