2024 Brand Standards Audit

Title Page

Conducted on
Prepared by
Location

External Telephone

Telephone - Telephone Etiquette
Telephone - Warm welcome/greeting provided
Telephone - The associate used the hotel name Telephone - The associate used the hotel name Mark N/A if Connection not completed due to government or system imposed restriction Mark No if the associate did not use the hotel name
Telephone - The associate was knowledgeable about property offerings and the local area, as applicable
Telephone - Guest name used during the experience, when known
Telephone - Proactive additional assistance offered to the guest
Telephone - Warm and sincere closing offered and appreciation demonstrated
Telephone - The overall experience met guest expectations and was free of negative detractors

Front Entrance Arrival/Valet Arrival

Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin Mark N/A if any of the following: • Hotel is located on Disney property • Associate not present The Associate must minimally be in proper uniform/wardrobe: • Wardrobe package must be consistent in department • (AP, EMEA, CALA): Uniforms must be clean, properly fitting, and well-maintained o It is acceptable for current Sheraton wardrobe package to be worn Name tag must minimally: • Contain first name in English • Be in current Brand Voice • Worn on the upper left chest Pride pin must minimally be: • In current Brand Voice • Worn on the left lapel/collar of associate's uniform Exceptions for name badges and pride pins • When two or more hotels share the same building AND share common public space (Dual Branded), property must use non-logo name badges for all associates • When multiple hotels share the same land pad (located next to each other but separate hotels) managers and engineers may wear non-logo name badges • Pride pins are not required in shared outlets (e.g., restaurant) • (AP): It is acceptable for the name tag to list first name, first and last name or just last name
Guest name used during the experience, when known
Proactive additional assistance offered to the guest Proactive additional assistance must be offered to the guest with each interaction, examples include: • May I assist you with anything else? • Is there anything else I may do to ensure you have a pleasant stay? • Is there anything else I can get for you to help enjoy your meal?
Warm and sincere closing offered, and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors
Sheraton Logo Flag Mark N/A if any of the following: • Logo on flag not present • Hotel does not have flag pole(s) • Hotel is located on Disney property Sheraton logo flag, if displayed, must be in brand voice specification It is acceptable for the Sheraton Grand hotels to fly Sheraton Grand flag instead of Sheraton brand flag
Walk-Off Mat Mark N/A if any of the following: • No guest facing walk-off mats present • No logo’d walk-off mats present If guest-facing walk-off mats are logo’d they must minimally be: • In current brand voice • Charcoal-gray in color It is not acceptable if walk-off mat uses the current property-specific logo Evaluate front entrance and other guest-facing walk off mats encountered
Audible music in Porte Cochere Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Property does not have a Porte Cochere • Porte Cochere not owned/operated by the hotel • Hotel is located on Disney property Music must be audible
Audible music in Lobby Audible music in Lobby Mark N/A if any of the following: • Property is located in Saudi Arabia or Kuwait • Area is under complete renovation and not available for guest use • Hotel is located on Disney property Music must be audible Mark No if any of the above criteria is not met
Sheraton Scent in Entrance/Main Lobby and Front Desk Area Mark N/A if any of the following: • Property located in Argentina, Brazil or Urugua • Hotel has an open-air lobby Scent must minimally be: • Brand approved scent: SH01 • Noticeable in the following areas: o Entrance/Main Lobby o Front Desk Evaluate upon arrival and Mark No if scent is not the Sheraton scent or noticeable in the above areas
Front Entrance/Valet Arrival Exterior Cleanliness - General
Front Entrance/Valet Arrival Exterior Condition - Genera

Check-In

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Time Waiting in Line for Check-in Including queue time, time waiting in line for check-in does not exceed: AP • (Non-resorts): (10) minutes • (Resorts): (15) minutes
Warm welcome/greeting provided
Mobile Check-In Welcome Mark N/A if any of the following: • Guest check-in was conducted via standard check-in The associate must welcome the mobile check-in guest minimally with: • Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, What did you think of mobile check-in?) • Convey a sense of "We've been expecting you" (e.g., Because you used mobile check-in, we have your keys prepared for you; We've been excepting you; Thank you for using mobile checkin e have your room ready; We have been preparing for you) • Recognize applicable preferences (e.g., Room type)
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin The Associate must minimally be in proper uniform/wardrobe: • Wardrobe package must be consistent in department • (AP, EMEA, CALA): Uniforms must be clean, properly fitting, and well-maintained o It is acceptable for current Sheraton wardrobe package to be worn Name tag must minimally: • Contain first name in English • Be in current Brand Voice • Worn on the upper left chest Pride pin must minimally be: • Current Brand Voice • Worn on the left lapel/collar of associate's uniform Exceptions for name badges and pride pins • When two or more hotels share the same building AND share common public space (Dual Branded), property must use non- logo name badges for all associates • When multiple hotels share the same land pad (located next to each other but separate hotels) managers and engineers may wear non-logo name badges • Pride pins are not required in shared outlets (e.g., restaurant) • (AP): It is acceptable for the name tag to list first name, first and last name or just last name
Check-in Process Mark N/A if guest check-in was conducted via mobile check-in The Associate must minimally: • Provide guest with branded key card and Marriott Bonvoy key packet o Marriott Bonvoy key packet must be delivered based on membership level (i.e., nonmember/member or Elite) • Collect method of payment • Verify ID
Departure information reviewed at check-in Mark N/A if any of the following: • Guest check-in was conducted via mobile check-in • Area not staffed during evaluation The Associate must minimally: • Ask Departure date • Ask for Departure time • Confirm room type
Associate offers enrollment into Marriott Bonvoy to guest at check-in Mark N/A if any of the following: • Guest is already a member • Hotel does not participate in Marriott Bonvoy • Area not staffed during evaluation • Hotel is an MGM Collection Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include: • Free Wi-Fi • Mobile check-in (where available) • Member Rates • Mobile Chat • Mobile Key (where available)
- Yes
- No
- N/A
All Marriott Bonvoy members are recognized at check-in Mark N/A if any of the following: • Guest is not a Marriott Bonvoy member • Hotel does not participate in Marriott Bonvoy Marriott Bonvoy members must be verbally acknowledged at check-in Examples include: • "I see you are a Platinum Elite Member" • "Thank you for being a Gold Elite member of our Marriott Bonvoy program" • Thank member for loyalty
Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade Mark N/A if Guest is any of the following: • Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador Elite member • Hotel does not participate in Marriott Bonvoy Complimentary room upgrades must be offered when available to the following members: • Gold Elite • Platinum Elite • Titanium Elite • Ambassador Elite Suite upgrades are: • Excluded for Gold Elite members • Included for Platinum Elite, Titanium Elite or Ambassador Elite members • Based on availability and identified by each hotel – at no additional charge, at check-in o May include rooms with desirable views, on high floors, with special amenities, on Executive floors, corner rooms and suites o (RC): Suites are only included for Titanium Elite and Ambassador Elite members and rooms with direct Club Lounge access are excluded Evaluate if the associate offered or mentioned a room upgrade during the check-in process • Term ‘upgrade’ must be used in conversation Mark Yes if: • A room upgrade was offered & mentioned verbally during check-in • A room upgrade was Mentioned but Not Available Mark No if: • A room upgrade was not verbally mentioned or offered during the check-in process, even if an upgrade was provided/discovered upon room arrival • Member was given the option to purchase a room upgraded room/room typ
Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in Hotel must verbally confirm check-out time with Platinum Elite, Titanium Elite, and Ambassador Elite members at time of arrival Platinum Elite, Titanium Elite, and Ambassador Elite members receive a guaranteed late check-out as late as 4pm as part of their Elite benefits • If member requested a late check-out electronically via Mobile Check-in, associate must confirm time during the check-in process
The associate was knowledgeable about property offerings and the local area, as applicable Pick (1) of the following topics and inquire of the associate: • Hotel offerings • Local area Mark No if the associate is not knowledgeable about the above
The associate executed payment and key delivery components for mobile check-in The associate must: • Prepare keys and keys packets in advance o It is acceptable if keys/key packets are not pre-prepared if room is not ready (e.g., guest cannot be assigned a room and must wait) o If room ready notification was received, key packets must be prepared in advance • Verbally confirm the method of payment (e.g., using last 4 digits of credit card) It is not acceptable to swipe or request the credit card for any Marriott Bonvoy members, except: • In jurisdictions where credit card swipes are required by law or when the credit card type does not allow for manual authorization (i.e., Chip & Pin) • Guest requests to use different credit card • Member profile does not reflect any stay history or stay history was more than 12 months ago
Room number provided discreetly, non-verbally
Guest name used during the experience
Proactive additional assistance offered to the guest Proactive additional assistance must be offered to the guest with each interaction, examples include: • May I assist you with anything else? • Is there anything else I may do to ensure you have a pleasant stay? • Is there anything else I can get for you to help enjoy your meal?
Warm and sincere closing offered, and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors
Gatherings by Sheraton Activated Gatherings by Sheraton event must occur once per week following these activation pillars: • Enrichment • Renewal • Local Stories

Bar/Lounge

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin The Associate must minimally be in proper uniform/wardrobe: • Wardrobe package must be consistent in department • (AP, EMEA, CALA): Uniforms must be clean, properly fitting, and well-maintained Name tag must minimally: • Contain first name in English • Be in current brand voice • Worn on the upper left chest Pride pin must minimally be: • In current brand voice (note: new logo as of January 2023) • Worn on the left lapel/collar of associate's uniform • (AP): It is acceptable for the name tag to list first name, first and last name or just last name
Bar Area Styling & Staging Bar/Lounge must minimally follow: • Brochure racks must not be present • Cable management o All visible cables must be either wrapped, tied or hidden • Heart of house activities o Transport of items  Any heart of house items being transferred must be covered (e.g., trash, dirty dish bin, bar items) o Storage of items  Heart of house items must not be stored in visible guest area (e.g., tables, chairs, carts) o Labels and stickers must not be visible (e.g., price tag, country origin) o Plants, if present and artificial, must not be within touching range of the guest (e.g., next to sofa, on top of table)  It is acceptable if live plants are placed within touching range of guests o Trashcan plastic liners must not be visible above the rim
Bar Area Sensory Elements Public Space (including bar/lounge, lobby, restaurant, club lounge) must minimally follow: • Candles, early evening (5pm until close), must be: o Present o Lit o Real (cannot be battery powered or electronic unless local regulations prohibit open flames) • Lighting o Daytime setting: comfortable, ambient lighting providing a relaxing environment while allowing guests to be productive and work o Evening setting: lights are dimmed leaving darker and intimate setting • Music o Daytime - medium levels (not just volume, but bass, treble, etc.), ensuring all aspect of the music can be heard (not just the beat!), while allowing guests to comfortably converse o Evening - volume is increased to create more energy in the space
A 2nd Round of Beverage Assistance The associate must: • Offer a refill when the beverage was 1/3 full • Remove all empty glassware
Guest name used during the experience, when known
Proactive additional assistance offered to the gues
Warm and sincere closing offered and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors
Bar/Lounge table and table setting clean and in good condition
Bar Service Hours of Operation Bars and Lounges must minimally be open: AP, CALA, US/CAN • Continuous service from 3:00 PM - 11:00 PM

Bar/Lounge – Facility

Bar/Lounge Cleanliness - Walls/Doors/Windows/Ceiling/Floor Category / Area To Address Cleanliness / High Guest Contact
Bar/Lounge Condition - Walls/Doors/Windows/Ceiling/Floor Category / Area To Address Maintenance & Upkeep / High Guest Contact
Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items Category / Area To Address Cleanliness / High Guest Contac
Bar/Lounge Condition - Furniture/Equipment/Décor Items Category / Area To Address Maintenance & Upkeep / High Guest Contact

In-Room Dining

Telephone – Warm welcome/greeting provided
Telephone - Guest name used during the experience, when known
Telephone - Proactive additional assistance offered to the guest Proactive additional assistance must be offered to the guest with each interaction, examples include: • May I assist you with anything else? • Is there anything else I may do to ensure you have a pleasant stay? • Is there anything else I can get for you to help enjoy your meal?
Telephone - Warm and sincere closing offered, and appreciation demonstrated
Telephone - Ordering Experience The associate must: • Verify: o Guest name o Room number • Be knowledge of menu item: o Ingredients o Preparation • Repeat order back to guest • Quote estimated time for delivery
Digital - Ordering Experience APEC, CALA, EMEA, US/CAN Packaged Delivery must only be offered through either: • Mobile Dining • Digital Menu/QR Code
Telephone - The overall experience met guest expectations and was free of negative detractors
Delivery - Order Delivered within Quoted Time In-Room Dining order must: • Be delivered within quoted delivery time • Not exceed 40 minutes
Packaged Delivery Follow-Up Packaged Delivery with no interaction with the guest must be followed up with a phone call to: • Ensure guest received their order • Leave a message informing guest that order is placed in front of door
Delivery - Warm welcome/greeting provided
Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Delivery - Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin The Associate must minimally be in proper uniform/wardrobe: • Wardrobe package must be consistent in department • (AP, EMEA, CALA): Uniforms must be clean, properly fitting, and well-maintained o It is acceptable for current Sheraton wardrobe package to be worn Name tag must minimally: • Contain first name in English • Be in current Brand Voice • Worn on the upper left chest Pride pin must minimally be: • Current Brand Voice • Worn on the left lapel/collar of associate's uniform Exceptions for name badges and pride pins • When two or more hotels share the same building AND share common public space (Dual Branded), property must use non- logo name badges for all associates • When multiple hotels share the same land pad (located next to each other but separate hotels) managers and engineers may wear non-logo name badges • Pride pins are not required in shared outlets (e.g., restaurant) • (AP): It is acceptable for the name tag to list first name, first and last name or just last name
Delivery – Guest Interaction Prior to entering the guestroom, the associate must: • Position themselves in front of the door viewer • Knock on the guestroom door a minimum of (3) times • Identify their department Traditional delivery associate must: • Ask permission to enter the guestroom • Confirm items ordered • Present check in cover/check presenter with branded pen
Delivery - Presentation The table, tray, china, glass and silverware must be: • Clean • In good condition • Presented neatly
Delivery - Food Quality & Presentation Food items must be: • Served at the proper temperature (e.g., hot food is hot, cold food is cold) • Correct items ordered • Presented in proper vessels • Served with correct condiments or accompaniments
Delivery - Beverage Quality & Presentation Beverage items must meet the following: • Correct items ordered • Covered • Hot beverages: o Hot beverage cup o Hot sleeve o Lid It is acceptable if a ceramic/China mugs are provided in lieu of the above disposable items • Beer: o Bottles or cans  It is acceptable to provide bottle openers with beers that are not twist-off • Wine: o Full or half bottles  It is acceptable if wine by the glass is provided when served in a covered carafe on the side • Served with proper glassware and wine-opener, if not present in guest room • White & Sparkling Wine must be served chilled • Soda, Water, Iced Tea, Juice o Bottles or cans  It is acceptable if juice is served in a glass when traditional delivery is offered o Served chilled o Citrus garnish included on the side with Iced Tea & Sparkling Water
Delivery - Guest name used during the experience, when known
Delivery - Proactive additional assistance offered to the guest
Delivery - Warm and sincere closing offered, and appreciation demonstrated
Tray/Trash Removal Tray and trash must be removed either within: • 15 minutes of guest call for removal • 5 minutes of pre-arranged pick-up time • 2 hours of order being placed if no call or pre-arranged time made
Delivery - The overall experience met guest expectations and was free of negative detractors
In-Room Dining Hours of Operation In-Room Dining must minimally be offered daily between: 6:30 AM - 11:00 PM
In-Room Dining Collateral In-Room Dining menu and/or QR Code must be: • Present • Brand Voice

Executive Lounge

Executive Lounge Cleanliness - Walls/Doors/Windows/Ceiling/Floor Category / Area To Address Cleanliness / Low Guest Contact
Executive Lounge Condition - Walls/Doors/Windows/Ceiling/Floor Category / Area To Address Maintenance & Upkeep / Low Guest Contact
Executive Lounge Cleanliness - Furniture/Equipment/Décor Items Category / Area To Address Cleanliness / Low Guest Contact
Executive Lounge Condition - Furniture/Equipment/Décor Items Category / Area To Address Maintenance & Upkeep / Low Guest Contact

Restaurant : Breakfast

Greeter - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Greeter - Warm welcome/greeting provided
Greeter - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Greeter - Well-groomed and professional
Greeter - Uniform, Name Tag and Sheraton Pride Pin
Greeter - Guest name used during the experience, when known
Greeter - Warm and sincere closing offered, and appreciation demonstrated
Greeter - The overall experience met guest expectations and was free of negative detractors
Server - Warm welcome/greeting provided
Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Server - Well-groomed and professional
Server - Uniform, Name Tag and Sheraton Pride Pin
Table Service Server must minimally: • Offer coffee and tea to guest upon being seated • Deliver hot and cold food within (20) minutes of guest placing their order
Server - Guest name used during the experience, when known
Check Presentation Check must be presented: • (AP): After food is ordered
Server - Proactive additional assistance offered to the guest
Server - Warm and sincere closing offered, and appreciation demonstrated
Music Music must: • Be audible • Change with each meal period
Restaurant Hours of Operation AP Two or Three Meal a Day Restaurants must minimally be open during the following hours: • Breakfast (Resorts) o Daily: 7:00 AM - 11:00 AM • Lunch service through the restaurant is optional if lunch service is available in another outlet in the hotel (e.g., coffee shop, cafe, bar) • Dinner o Daily: Minimum (3) hours If the restaurant is closed between meal periods, food must be available in the lounge or another location during this time. Bar/Lounge must minimally be open during the following hours: • Breakfast o Monday - Sunday: Closed • All-Day Continuous Service o Monday - Sunday 3:00 PM - Midnight

Breakfast Buffet (AP)

Breakfast buffet must minimally include: AP • (6) Cereals • (3) Fresh juice • (3) Milk (e.g., Whole, Skim, Soy) • (3) Yogurt • (3) Cold cuts • (5) Cheese • (10) Bread/Rolls/Pastries • (2) Gluten-free bread/Pastries/Muffins • (6) Fresh fruit, pre-cut • (4) Whole fruit • (6) Western hot dishes • Egg station • Pancake, waffle, French toast station (daily rotation of these stations) • Noodle bar • Salad bar

Restaurant – Facility

Disposable Food & Beverage Containers • Be compostable in a commercial composting system • Be recyclable (unless hotel is located in a locale with single-use plastic ban legislation) Mark No if polystyrene (i.e. Styrofoam®) disposable products are used throughout food and beverage service and packaging (plates, bowls, cups, and to go containers
Restaurant Cleanliness - Walls/Doors/Windows/Ceiling/Floor Category / Area To Address Cleanliness / High Guest Contact
Restaurant Condition - Walls/Doors/Windows/Ceiling/Floor Category / Area To Address Maintenance & Upkeep / High Guest Contac
Restaurant Cleanliness - Furniture/Equipment/Décor Items Category / Area To Address Cleanliness / High Guest Contact
Restaurant Condition - Furniture/Equipment/Décor Items Category / Area To Address Maintenance & Upkeep / High Guest Contact

Concierge

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin
Concierge Services Concierge Services must minimally be available 24 hours a day 7 days per week and provide the following: • Offer to make reservations • Directions/maps • Offers printed or written confirmation for any reservations It is acceptable if front desk associates provides in the absence of dedicated concierge
Guest name used during the experience, when known
Proactive additional assistance offered to the guest
Warm and sincere closing offered, and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors

Guest Request

Telephone - Telephone etiquette
Telephone – Warm welcome/greeting provided
Telephone - The associate was knowledgeable about property offerings The associate must be knowledgeable about hotel offerings Mark No if the associate is not knowledgeable about the above
Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding
Telephone - Guest name used during the experience, when known
Telephone - Proactive additional assistance offered to the guest
Telephone - Warm and sincere closing offered and appreciation demonstrated
Telephone - The overall experience met guest expectations and was free of negative detractors
Delivery - Room delivery announcement
Delivery - Warm welcome/greeting provided
Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Delivery - Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin
Delivery - The requested item was neat, clean and in good condition
Delivery - Proactive additional assistance offered to the guest
Delivery - Warm and sincere closing offered and appreciation demonstrated
Delivery - The overall experience met guest expectations and was free of negative detractors

Service Recovery

Telephone - Telephone etiquette
Telephone – Warm welcome/greeting provided
Telephone - Guest name used during the experience, when known
Telephone - Proactive additional assistance offered to the guest
Telephone - Warm and sincere closing offered and appreciation demonstrated
Telephone - The overall experience met guest expectations and was free of negative detractors
Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional
Uniform, Name Tag and Sheraton Pride Pin
Proactive additional assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors
Service Recovery Process Associate must: • Apply the L.E.A.R.N. model (Listen, Empathize, Apologize, Respond, Notify) for addressing any guest issues • Follow-up with the guest to verify the problem was corrected to their satisfaction Mark No if the associate did not follow the L.E.A.R.N. model

Service General

Warm welcome/greeting provided
Well-groomed and professional
Warm welcome/greeting provided
Hotel General - All Non-Management Associate Uniforms All associates must be: • In complete, well-fitted uniforms • From approved brand program • Consistent throughout the hotel

Bedroom

Entry door safety features are fully functional
Smoke detector functional Check that smoke detector is present Ask if testing the smoke detector will activate the hotel alarm system: • If YES, DO NOT TEST - Mark N/A • If NO, continue testing and push test button, listen for the alert NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate
Guest Room Recycling Bin Guest room recycling must minimally include: • Recycling bin or recycling portion of split waste/recycling bin o Recycling bin/portion meets brand specification Ask associate to: • Using the Resources & Tools (marriott.com) in the Compliance tab of the Serve 360 Resources & Tools page on MGS, enter/search for the hotel's MARSHA code • If property has an approved exemption/exception, please follow instructions in Excel spreadsheet
- Yes
- No
- N/A
Guest Room Recycling Bin Labels Guest room recycling bin labels must minimally include: • Recycling bin/portion is labeled with the appropriate image(s) depicting what should be recycled (e.g., paper, glass) Ask associate to: • Using the Resources & Tools (marriott.com )in the Compliance tab of the Serve 360 Resources & Tools page on MGS, enter/search for the hotel's MARSHA code • If property has an approved exemption/exception, please follow instructions in Excel spreadsheet
Book of Mormon and Bible The following items must be present: • Bible • Book of Mormon It is acceptable in countries or markets where providing these books may not be appropriate to provide a card that directs guests to contact guest services for religious books
Bottled Water meets standard Guest room must minimally include: If present, for sale bottles of water must include brand approved coaster denoting the bottle is for sale, unless they are in the refreshment center or listed on the beverage menu. Standard guest rooms: • (AP): (1) Complimentary bottle of water
Bedside Power & Alarm Clock Each guest room must minimally have the following, located bedside and readily accessible to the guest (i.e., not behind nightstand, not having to move furniture to access): • (1) AC power outlet • (1) USB power port
Bedroom/Bathroom Odor is neutral
Evidence of Previous Guest Evidence of previous guests includes: • Hair • Food debris • Personal item
Guestroom Offerings & Items Functional Guestroom items that will be tested for functionality include but are not limited to: • Electronics • Lighting • Appliances • Remote controls • HVAC • Power outlets All televisions, telephones, alarm clocks, audio systems, lighting, microwaves and refrigerators must be plugged in to be considered functioning properly
Bedroom Cleanliness - Doors/Walls/Ceiling/Mirrors/Artwork
Bedroom Condition - Doors/Walls/Ceiling/Mirrors/Artwork
Bedroom Cleanliness - Floor
Bedroom Condition - Floor
Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe
Bedroom Condition - Closet Area/Ironing Board/Iron/Safe
Bedroom Cleanliness - Accessories/Coffee/Appliances/Trashcans
Bedroom Condition - Accessories/Coffee/Appliances/Trashcans
Bedroom Cleanliness - Case Goods
Bedroom Condition - Case Goods
Bedroom Cleanliness - Telephone/Electronics/Collateral
Bedroom Condition - Telephone/Electronics/Collateral
Bedroom Cleanliness - Upholstered Furniture/Desk/Chairs
Bedroom Condition - Upholstered Furniture/Desk/Chairs
Bedroom Cleanliness - Lamps/Lighting
Bedroom Condition - Lamps/Lighting
Bedroom Cleanliness - Windows/Window Treatments
Bedroom Condition - Windows/Window Treatments
Bedroom Cleanliness - HVAC/Ventilation In rooms with multiple PTAC/HVAC units, select (1) PTAC/HVAC unit to evaluate Check controls, control cover, filter, sides, top and vents
Bedroom Condition - HVAC/Ventilation Ask an associate to remove the cover of the PTAC unit or gain access to the HVAC (if accessible) and check the following: • Coils appear to be free of dust and soil build-up • Drain pan free of mildew • Filter has minimal dust build-up • Condenser, fins and coils are free of ice build-up
Bedroom Cleanliness - Balcony/Patio
Bedroom Condition - Balcony/Patio
Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring
Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring
Bedroom Cleanliness - Bedding/Linens/Pillows/Free of Wrinkles
Bedroom Condition - Bedding/Linens/Pillows

Elevator

Elevators Cleanliness - General
Elevators Condition - General

Corridors

Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows
Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows
Corridors/Stairways Cleanliness - Floor
Corridors/Stairways Condition - Floor
Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items
Corridors/Stairways Condition - Furniture/Equipment/Décor Items

Lobby

COVID-19 Related Signage Removed The following signage must not be present: • Covid-19 Signage • Social Distancing • Mask Requirements
Lobby Styling & Staging • Heart of house activities o Transport of items  Any heart of house items being transferred must be covered (e.g., trash, dirty dish bin, bar items) o Storage of items  Heart of house items must not be stored in visible guest area (e.g., tables, chairs, carts) • Labels and stickers must not be visible (e.g., price tag, country origin) • Plants, if present and artificial, must not be within touching range of the guest (e.g., next to sofa, on top of table) o It is acceptable if live plants are placed within touching range of guests • Trashcan plastic liners must not be visible above the rim
Lobby Sensory Elements Public Space (including bar/lounge, lobby, restaurant, club lounge) must minimally follow: • Candles, early evening (5pm until close), must be: o Present o Lit o Real (cannot be battery powered or electronic unless local regulations prohibit open flames) • Lighting o Daytime setting: comfortable, ambient lighting providing a relaxing environment while allowing guests to be productive and work o Evening setting: lights are dimmed leaving darker and intimate setting • Music o Daytime - medium levels (not just volume, but bass, treble, etc.), ensuring all aspect of the music can be heard (not just the beat!), while allowing guests to comfortably converse o Evening - volume is increased to create more energy in the space

Public Restrooms

Public Restroom Products & Amenities
Public Restrooms Cleanliness - Walls/Doors/Ceiling/Floors/Partitions
Public Restrooms Condition - Walls/Doors/Ceiling/Floors/Partitions
Public Restrooms Cleanliness - Sinks/Vanity/Mirrors
Public Restrooms Condition - Sinks/Vanity/Mirrors
Public Restrooms Cleanliness - Toilets/Urinals
Public Restrooms Condition - Toilets/Urinals
Public Restrooms Cleanliness - Furniture/Equipment/Décor Items
Public Restrooms Condition - Furniture/Equipment/Décor Items

Meeting Room/Function Space

Pre-Function Cleanliness - Walls/Doors/Windows/Ceiling/Floor
Pre-Function Condition - Walls/Doors/Windows/Ceiling/Floor
Pre-Function Cleanliness - Furniture/Equipment/Décor Items
Pre-Function Condition - Furniture/Equipment/Décor Items
Meeting Room Cleanliness - Walls/Doors/Windows/Ceiling/Floor
Meeting Room Condition - Walls/Doors/Windows/Ceiling/Floor
Meeting Room Cleanliness - Furniture/Equipment/Décor Items
Meeting Room Condition - Furniture/Equipment/Décor Items

Fitness Center

Sheraton Fitness Hours of Operation Sheraton Fitness must be accessible 24 hours a day, 7 days a week • It is acceptable for hours of operation to be 6:00 AM - 11:00 PM when access to fitness center is through the pool that is not staffed at all times
Sheraton Fitness Signage Sheraton Fitness must minimally include: • Entry signage in Brand Voice
Sheraton Fitness Amenities Sheraton Fitness amenities must minimally include: • Headphones, upon request only (can be made available at the front desk, if the fitness center is not manned) • Hand towels • Bottled water, drinking fountain, or water cooler with cup dispenser • Disinfectant wipes • Waste basket and towel receptacle • Wall clock
Sheraton Fitness provides flat panel television A minimum of one (1) Flat Panel television (e.g., LED, LCD, plasma) must be in place
Sheraton Fitness Music
Fitness Equipment Vendor
Fitness Center Cleanliness - Walls/Doors/Windows/Ceiling/Floor
Fitness Center Condition - Walls/Doors/Windows/Ceiling/Floor
Fitness Center Cleanliness - Furniture/Equipment/Décor Items
Fitness Center Condition - Furniture/Equipment/Décor Items
Fitness Center Condition - Equipment Operation

Pool

Pool Amenities Pool area amenities must minimally include: • Towels • Pool furniture, a combination of the following: o Chairs o Chaise lounges o Cushions o Tables o Umbrellas (if outdoor) • If glassware present, must be non-breakable
Pool Cleanliness - Walls/Fencing/Doors/Ceiling/Windows
Pool Condition - Walls/Fencing/Doors/Ceiling/Windows
Pool Cleanliness - Floor/Deck/Interior Surface
Pool Condition - Floor/Deck/Interior Surface
Pool Cleanliness - Furniture/Equipment/Décor Items
Pool Condition - Furniture/Equipment/Décor Items

Spa – Facility

Spa Amenities Spa amenities include: • Robes • Hair dryer • Slippers • White towels • Bath amenities o Shampoo o Conditioner o Lotion • Filtered and/or bottled water
Spa meets brand standard Spa must minimally include: • Minimum of four treatment rooms • Reception area • Changing rooms • Relaxation area • Water-based amenity (sauna, steam or other) • Music is playing in treatment rooms and public spaces
Spa Relaxation Room Cleanliness - Walls/Doors/Windows/Ceiling/Floor
Spa Relaxation Room Condition - Walls/Doors/Windows/Ceiling/Floor
Spa Relaxation Room Cleanliness - Furniture/Equipment/Décor Items
Spa Relaxation Room Condition - Furniture/Equipment/Décor Items
Spa Locker Room/Restroom/Shower Facility Cleanliness - Walls/Doors/Windows/Ceiling/Floor
Spa Locker Room/Restroom/Shower Facility Condition - Walls/Doors/Windows/Ceiling/Floor
Spa Locker Room/Restroom/Shower Facility Cleanliness - Furniture/Equipment/Décor Items
Spa Locker Room/Restroom/Shower Facility Condition - Furniture/Equipment/Décor Items

Back/Heart of House

Was there clear indication of a compromise in anonymity and attempt to stage any of the encounters or facilities?
Hotel has been owned or managed by the same owner or management company for the last 13 months
Does the hotel have any form of gambling or betting on property where currency or money is being wagered (e.g., slot machine(s), lottery ticket(s) or lottery game(s), dice game(s), keno, animal or sports betting)?
Straw Usage Throughout Property meets standards It is acceptable for straws (e.g., paper, stainless steel etc.) to be used in frozen drinks, blended (ED): Plastic straws are not permitted under any circumstances (including licensed concepts) During encounter observe if: • Straws are provided without request from guest or associate • Plastic straws are in use
Pepsi standard is in compliance AP • Pepsi • Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)
Property does not charge for Housekeeping Services
Housekeeping Leader/Attendant is knowledgeable about Housekeeping Model for Stayover Service (US/CAN)
Housekeeping Leader/Attendant is knowledgeable about Housekeeping Model for Full Clean Service (US/CAN)
Associate can explain Marriott Bonvoy member benefits Ask associate to name (2) benefits Silver Elite members receive at the Brand Hotel you are at: • 10% bonus points • Priority late check-out • Ultimate Reservation guarantee • Member rates • Gift Shop discount (AUTO/DH/GH/JW/MEA/MH/MX/RH/LC/LM/SHER/SR/TRB/W/WSTN) o RC and ED (only applies to logo merchandise) • Free Wi-Fi Ask associate to name (2) benefits Gold Elite members receive in addition to Silver Elite tier at the Brand Hotel you are at: • 25% bonus points • 2pm late check-out (based on availability) • Gold Elite welcome gift • Room Upgrade (based on availability) • Free enhanced Wi-Fi Ask associate to name (2) benefits Platinum Elite members receive in addition to Gold Elite tier at the Brand Hotel you are at: • 50% bonus points • Platinum Elite Welcome Gift Choice, e.g., breakfast or amenity or points • Access to concierge/club/executive lounge only applies to the following Brands o MH, JW, DH, AUTO, RH, CY (Outside US/CAN), excluding resorts and hotels without a lounge o SHER, LM, WSTN (including resorts at these brands) • 4pm late check-out (except Resorts and Convention hotels) • Annual Choice Benefit • Guaranteed Room Type Ask associate to name (2) benefits Titanium Elite members receive in addition to Platinum Elite tier at the Brand Hotel you are at: • 75% bonus points • 48-hour Guarantee Ask associate to name (2) benefits Ambassador Elite members receive in addition to Titanium Elite tier at the Brand Hotel you are at: • Ambassador Service • Your24
Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and Ambassador Elite members
Associate Alert Device System Installed (US/CAN)
Complimentary lounge access is provided to Platinum Elite, Titanium Elite, and Ambassador Elite members
Back/Heart of House Cleanliness
Marriott Environmental Sustainability HUB (MESH)
Point of Sales (POS) meets standards
Rooms Preventative Maintenance (RPM) Program
Brand Approved Photographer (EMEA)
GuestVoice Alert Response Rate
Quarterly Global Food Safety Audit (GFSA) is completed and documented
Property Meets Bonvoy Enrollment Goal

Digital Guest Experience

Mobile Key Compliance
Empower: Guest Experience (GXP) Case Management
Average Chat Response Rate Percentage
Pre-arrival Planning Program
Empower: Guest Experience (GXP) Setup
Global Property Network Standard (GPNS) Technical Solution Installed
Guestroom Internet Access: Required Bandwidth
Mobile Key Door Lock Validation Testing

Training

Cleaning Learning is conducted and documented for all Housekeeping associates
Marriott Bonvoy Training
Brand & Service Excellence (BASE) Coaches are Certified to facilitate the program at property
Brand & Service Excellence (BASE) Training

Fire Protection/Life Safety

Randomly selected Fire/Life Safety item is compliant

Food Safety

Personal hygiene procedures are followed Personal hygiene must include: • No bare hand contact with ready-to-eat-foods • No eating, drinking, smoking, or tobacco use in areas with exposed food, food contact surfaces, food contact packaging o It is acceptable if closed beverage containers (e.g., sports bottles, cups with lids, cups with lids and straws) are present as long as stored below or adjacent to work stations so they cannot contaminate the food and food contact surfaces • All dedicated hand washing sinks are stocked (disposable towels or air dryer, soap, trash can nearby), hot and cold water supplied, and accessible (not blocked, used for food prep)
Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices
Dishwashing machines properly maintained and operated
Ice Machines are clean and in good condition
Facility is clean and in good condition
Cross-contamination prevention procedures are followed
Temperature Logs and Food Safety Training Documentation

2024 Brand Standards Audit

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Front Entrance Arrival/Valet Arrival

Check-In

Bar/Lounge

Bar/Lounge – Facility

In-Room Dining

Executive Lounge

Restaurant : Breakfast

Breakfast Buffet (AP)

Restaurant – Facility

Concierge

Guest Request

Service Recovery

Service General

Bedroom

Elevator

Corridors

Lobby

Public Restrooms

Meeting Room/Function Space

Fitness Center

Pool

Spa – Facility

Back/Heart of House

Digital Guest Experience

Training

Fire Protection/Life Safety

Food Safety

Related checklists

2024 Brand Standards Audit

Free 2024 Brand Standards Audit Checklist

Go digital today!

Convert your paper checklists into digital forms

Front Entrance Arrival/Valet Arrival

Check-In

Bar/Lounge

Bar/Lounge – Facility

In-Room Dining

Executive Lounge

Restaurant : Breakfast

Breakfast Buffet (AP)

Restaurant – Facility

Concierge

Guest Request

Service Recovery

Service General

Bedroom

Elevator

Corridors

Lobby

Public Restrooms

Meeting Room/Function Space

Fitness Center

Pool

Spa – Facility

Back/Heart of House

Digital Guest Experience

Training

Fire Protection/Life Safety

Food Safety

Related checklists