Title Page
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Conducted on
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Prepared by
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Location
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1. acknowledge waiting guest
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2. determine first stay and react
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3. # of nights & departure date
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4. room type
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5. offer upsell to club or suite
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6. confirm method of payment
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7. if not member: offer sign up explain benefits
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8. All Marriott Bonvoy recognized
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9. if GLD/PLT/TIT/AMBASSADOR offer / use term “upgrade”
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10. If PLT and above confirm check-out time
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Check In (2)
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1. correct bed type, category, view and special request
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2. check-in 5 min
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3. offer luggage assistance
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4. ask # of keycard, make 2 cards
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5. room # provided discreetly
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6. step around desk if no waiting guest
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7. key placed in escort/ guests hands
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8. key packet up to standards
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9.Offer Anticipatory service (Dining , transportation, activities, etc.)
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10. if room not ready, make suggestions and an estimated wait time is made known and honored within 15 min
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Employee Signature:
