Title Page
-
Conducted on
-
Prepared by
-
Location
-
Make immediate eye contact, smile and acknowledge guests
-
o Guests in line must be acknowledged with eye contact and a smile.
-
o Another employee may additionally acknowledge guests in line (e.g. manager, lobby ambassador)
-
Greet the guest with the appropriate situational greeting e.g. (good morning, Aloha, welcome to the city)
-
Determine if it is your first stay and reacts appropriately
-
Provide eye contact and smile throughout the warm welcome
-
Use the guest name throughout the interaction
-
Acknowledge guests waiting in line, if applicable
-
Verify number of nights and departure date
-
Confirm room type
-
Offer upsell to Club Level room or suite, if applicable
-
o If guest is not already booked in a Club Level room or Suite, upsell must be offered
-
Ask how the guest would like to establish credit
-
Take credit card imprint/swipe credit card
-
Offer/ask to enter an e-mail address in system for e-folio (US only)
-
If customer has a newspaper preference in Mystique, confirm that the preference is still applicable and if guest wants it this time
-
If guest is part of a group, offer the location of the group's registration desk or first meeting
-
Front Desk/Club Concierge employee initiates proactive conversation to fill "dead space" during check-in process
-
Make reference to the guest's Marriott/Ritz-Carlton Rewards status (if the guest is a member)
-
Offer to sign up for Ritz-Carlton Rewards if not already a Marriott/Ritz-Carlton Rewards member
-
Employee must not mention "Cobalt Card" or CRM Segmentation (e.g. Well-Traveled Executive, Sun Seeker)
-
Room type must match the written description provided by the reservation agent or the on-line booking engine (e.g. full ocean view versus partial ocean view, in-room hot tub, kitchen)
-
It is acceptable if view (e.g. garden view to ocean view) and/or room category (e.g. standard to suite) is complementarily upgraded
-
Special requests made verbally to the reservations agent or in the on-line booking comments field must be accommodated (e.g. feather-free room, extra pillows)
-
If the guest makes a special request employee must: Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
-
If the guest makes a special request employee must: Offer alternatives that may help meet the need in another way
-
Ask the number of room keys required
-
o A minimum of 2 keys must be made (AP,RC)
-
o It is acceptable to make 2 keys automatically and ask if additional keys are needed (RC)
-
o This is not required for guest utilizing Mobile Check-in as key packet must be prepared prior to guest’s arrival
-
Communicate room number discretely by not speaking it aloud
-
Place key packet and other registration materials in guest's hand
-
o Employee must step around desk, where design allows and if no other guests are waiting
-
o It is acceptable to hand key/registration materials to escort
-
Registration process is paperless (US only)
-
It is acceptable to have a guest sign to acknowledge a resort fee (see hotel list below)
-
It is not acceptable to have guest initial rate/departure date details
-
Guest room keys must Be in Brand Voice
-
o Powder blue with black text (standard room)
-
o Black with powder blue text (Club room)
-
Guest room keys must not include Not include:
-
o Outside advertising
-
o Room numbers
-
Employee must complete the check-in and direct the guest to the guestroom within 10 minutes of any advised delay
-
Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
-
Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
-
Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
-
Mention own name at any time during encounter
-
Employees are expected to provide a service experience that positively influences emotional engagement
-
Check-in time including time in line did not exceed: 5 minutes (US-city)
-
If front desk agent does not attempt to upsell, sign up for Rewards or explain the Club benefits, check-in must not exceed 3 minutes
-
If checking in to a Club Level room, the Front Desk/Club Concierge employee must offer an explanation of the Club.
-
If accepted, employee must: Provide location of Club Level (if not checked in by Club employee)
-
Explain a minimum of two additional services (e.g. complimentary pressing, experiential event, complimentary wifi)
-
Provide a letter minimally including:
-
o Personalized greeting
-
If is acceptable if the letter is not personalized if the guest has just accepted an upsell to a room with club access.
-
o Hours of operation
-
o F&B offerings/times
-
o Policies (e.g.: dress code, children, cell phone use)
-
o Additional services:
-
Complimentary pressing of two items per day
-
Business Center services
-
Concierge services
-
Complimentary wifi in the Club Lounge
-
Complimentary coffee/tea with wake-up call
-
Experiential event (weekend)
-
ELEVATED program (AP)
-
o Additional guest charge
-
The presentation of a letter does not fulfill the requirement to provide the information verbally. The information must be presented verbally and in writing.
-
Ritz-Kids check-in meets standards:
-
Hotels with sufficient counter space should designate a Ritz-Kids check-in area
-
Ritz-Kids Check-in folder is presented at check-in to all children 12 and under
-
o This must involve engagement of the child and include explanation to the child
-
§ of the items in the folder
-
§ where to bring the completed scavenger hunt
-
o Folder contents: crayons, activity book, scavenger hunt, and welcome letter on branded template
-
§ Must include Ritz-Kids schedule (Resorts)
-
During the check-in process, employee must: Introduce guest to escort
-
During the check-in process, employee must Verify/offer luggage assistance and arrange if needed
