73r74.0010.FD.Arrival

Check in experience meets standard

Acknowledge guest waiting in line if applicable

Confirm room type

Confirm room rate

Offer upsell (club or suite)

Inquire about newspaper preference

Verify number of nights and departure date

Ask guests would like to establish method of payment

Take imprint or swipe credit card

Offer/ask to enter email in system for efolio

Registration was paperless?

Loyalty program is addressed properly

Make reference to guests Marriott/RC rewards status

Offer to sign up if not already a member

Cobalt Card/MVG must not be mentioned

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

Provide a letter w/ personalized greeting/hours of operation/ F&B offerings- time/ policies/ additional services/ additional guest charge

Front Desk assigns correct room type

Bed type/ room category/ view

Delay in check- in we're not excessive -10 minutes

Room key presentation meets standards

Ask the number of keys required

Communicate room number discretely

Place key packet in guests hand

Step around the desk to present keys

Front desk facilitates luggage assistance and escort to the room

Introduce guest to escort

Verify luggage assistance and arrange if needed

Employee owns and resolves guests requests And opportunities immediately

Listen actively

Offer a genuine apology

Ask effective questions to get to the root of the problem

Communicate current status of resolution to the guest within 10 minutest of defect being reported

Thank the guest

Ensure re-engagement through confirming satisfaction

Front desk staff takes pride and care of their personal appearance

Uniform/ clean and pressed, consistent amongst all employees in the same uniform

Name badge worn on the left side

Service pins

Shoes, polished,closed toe, maximum 3 inch heels

Male employees

Hair- clean and natural, length above the collar, sideburns not extended past midpoint of ear, mustaches neat and groomed, bangs above the eyebrows

Jewelry - 1 ring per hand, 1 bracelet/ watch, no other jewelry is allowed

Female grooming standards

Hair accessories neutral color, bangs above the eyebrow

Makeup appears natural

Jewelry - 2 rings per hand, bracelet/watch max 1, earrings - smaller than 1 inch. No other jewelry is allowed

Hose -natural color or complement uniform

Front desk employees provide a warm welcome

Made immediate eye contact, smiled and acknowledged you

Determine if it is your first stay and react accordingly

Provide eye contact and smile throughout the warm welcome

Use the guests name

Front desk employees provide a fond farewell

Provide a fond farewell greeting

Offer additional assistance

Mention their own name at any point

Front desk employees use appropriate verbiage and is "on stage"

Use appropriate verbiage

Smile and maintain eye contact

Engage in genuinely warm conversation

Only engage in work related conversations with other employees

Front desk employee anticipates needs

Offer a service/solution/opportunity to meet an anticipated need

Front desk employee enhances positive emotional engagement

Must positively influence emotional engagement by doing 1 of the following: Confidence, Integrity, Pride, Passion

Front desk employee enhances negative emotional engagement

Must negatively influence emotional engagement by doing 1 of the following: Confidence, Integrity, Pride, Passion