2018 RC BSA - Front Office Check-Out

Make immediate eye contact, smile and acknowledge guests

Acknowledges guests waiting in line (eye contact & smile)

o It is acceptable if someone other than the front desk agent acknowledges the guest (e.g. manager, lobby ambassador)

Provides eye contact and smile throughout the warm welcome

Asks for guest’s name and uses it throughout transaction

Ask guest about satisfaction with stay

Ask if any additional charges have been incurred (e.g. lunch, retail, honor bar)

Offer option of reviewing your bill

Offer to print boarding pass or driving directions (US/CAN, CALA)

Confirm method of payment

Inquire if the guest has a Marriott Rewards or Ritz-Carlton Rewards number if it is not already in the profile

Offer to print folio

o If printed, Folio must be placed in a customized check-out folder

Place copy of bill directly in guest’s hand

Offer to e-mail folio if e-folio not already arranged at check-in (RC)

Ensure transaction was discreet

Verify bill is accurate, neat and legible, and all package inclusions were properly handled

Employee owns and resolves guest's requests and opportunities immediately (LEARN):

If 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”

Offer alternatives that may help meet the need in another way

Front Desk Agent facilitates luggage assistance and escort to the exit

Offer luggage assistance

o    It is acceptable not to offer assistance if already accompanied by bell staff

Offer transportation assistance

Arrange/offer escort of guest and belongings to exit

o Introduce you to the escort (if applicable)

o It is acceptable not to offer escort if already accompanied by bell staff

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

Encourage guest to return (e.g. “We hope to see you again soon.”, “We look forward to welcoming you back.”)

Entire check-out transaction excluding time in queue must take less than: 2 minutes (US City) 5 minutes (US - Resort)

If guest accepts offer to print boarding pass, it is acceptable for the above times to be extended by 1 minute