Title Page
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Conducted on
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Conducted by
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Talent assesed
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1. If standing in a queue, an attempt to acknowledge the guest was made in a<br>timely manner (5-10 rule)
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2. Warm welcome/greeting provided
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3. Mobile Check-In Welcome meets standards (Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, What did you think of mobile check-in?)
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3. Check in info is correct - departure date, room type, confirm rate non-verbally, confirm method of payment
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4. Offers enrollment into Membership program to guest at check-in
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5. All members are recognized at check-in
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6. Confirms check-out time
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7. If room not ready: keep guest informed; offer access to the facilities
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8. Room number provided discreetly, non-verbally
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9. Room Key Presentation meets standard: ask nr of keys; place key packet (member or non-member accordingly) and other registration materials in guest's hand
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10. Welcome Delight insert is used at check-in (QR Code)
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11. Talent mentions Programming during check-in process
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12. Front Desk Agent offers and facilitates escort to Guestroom
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13. Front Desk Agent facilitates luggage assistance (Offer luggage assistance and arrange if needed, if Welcome Ambassador is not already with guest)
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14. Front Desk Agent does not decline a request without offering alternatives
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12. Guest name used
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13. Further assistance offered to the guest
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14. Warm and sincere closing offered, and appreciation demonstrated
