Information
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Audit Title
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Document No.
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
AAA Arrival Services Front Desk Registration: Total Attainable Points (28) Minimum points for 5D = 20.
Initial Greeting. 8 points
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Attendant provides a warm and sincere greeting; recognizes guest appropriately 1
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Attendant inquires about guest's name 1
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Attendant addresses guest by name during initial greeting without inquiry 2
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Attendant uses guest's name at least once prior to closing 2
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Staff associate acknowledges (with warm and welcoming greeting) guests waiting in line 2
Work execution and efficiency 8 points
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Attendant confirms rate and type of room 1
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Registered guests are not asked for duplicate information 1
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Ask if charges will be settled to the credit card on file BS
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Inquire about newspaper preference (in addition to USA Today and WSJ) Accept offer of additional newspaper, if provided BS
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Offer/ask to enter an e-mail address in system for e-folio BS
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Attendant provides room number discreetly 1
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Attendant places all registration materials into the guest's hand 2
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It is acceptable to reference Marriott Rewards Program when asking this question BS
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Attendant arranges escort of guest and belongings to room 1
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Attendant provides introduction to escort 2
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Time from arriving at Reception area until registration is complete does not exceed 5 minutes. Including queuing. BS
Graciousness, thoughtfulness & sense of personalized service 6 Points
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Attendant exhibits a sincere desire and compliance to all guest requests 2
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Attendant anticipates guest's needs or offers a personalized recommendation 2
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Attendant is efficient yet unhurried and sensitive to the manner of the guest 2
Closing 4 points
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Attendant provides a warm and sincere closing 1
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Attendant addresses guest by name during closing 2
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The guest feels well served 1
Refinement / Sense of Luxury 2 points
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Staff is extremely well spoken eloquent; avoids slang and phrase fragments.
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Staff is polite and maintains a gracious tone and appropriate e pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest.
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Staff appears to be extremely well informed about requirements within the department
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Fabrizio Calvo