Check In 2023 BSA

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Was a Warm Welcome / greeting provided:

GEE provides a warm welcome (Three Steps of Service) • Employee asks for name and uses it throughout transaction • Greet the guest with the appropriate situational greeting (e.g., good morning, welcome to the Club) Mark No if you encounter or observe any of the above criteria not being followed

Did the arrival process, staff or level of thoughtfulness stand out in any way? (Forbes Travel Guide Sense of Luxury) • Welcome guest(s) with Sparkling Wine before starting the registration experience • Use thoughtful verbiage ("To get you started on a celebratory note can I offer you a glass of Sparkling wine")

Mobile check-in Welcome meets standards 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 ("Thank you for using mobile check-in, What did you think of mobile check-in?") • Convey a sense of "We've been expecting you" ("We've been excepting you; Thank you for using mobile check-in e have your room ready; We have been preparing for you") • Recognize applicable preferences (e.g., Room type) Mark No if any of the above criteria is not met

Good posture, smile, GEE makes eye contact, and attentive listening maintained throughout the interaction

Well-groomed and professional, wearing a uniform

GEE takes pride in and care of personal appearance • Jewelry: ◦ Worn in moderation and not extreme in style ◦ Name badge worn on left side (if present) • Hair: ◦ No extreme hair color or styles ◦ Not covering eyes • Make-up professional and tastefully applied • Hose is optional, if worn must coordinate with attire Mark No if you encounter or observe any employee who does not meet the above standards

Check-in information is correct Front Desk agent must confirm: • Departure date • Room type • Method of payment Evaluate service and observe others being checked-in and Mark No if the above criteria is not met

Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room (Forbes Travel Guide)

GEE offers enrollment into Marriott Bonvoy to guest at check-in Mark N/A if any of the following: • Guest is already a member Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include: • Free Wi-Fi • Mobile check-in • Member Rates • Mobile Chat • Mobile Key

All 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 Mark N/A if any of the following: • Guest is not a Marriott Bonvoy member Mark No if the above criteria is not met

Gold Elite, Platinum Elite, Titanium Elite, and Ambassador offered room upgrade Mark N/A if Guest is any of the following: • Guest is not a Gold, Platinum, Titanium, or Ambassador Comp room upgrades must be offered when available to the following: • Gold, Platinum, Titanium and Ambassador Suite upgrades are: • Excluded for Gold • Included for Platinum, Titanium or Ambassador • Based on availability and identified by each hotel – at no additional charge, at check-in ◦ Include rooms with desirable views, high floors, with special amenities, corner rooms and suites ◦ RC Suites are only included for Titanium and Ambassador and rooms with direct Club Lounge access are excluded • 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, even if an upgrade was discovered upon room arrival • Member was given the option to purchase a room upgraded room type

Platinum, Titanium, and Ambassador check-out time confirmed at check-in Mark N/A if any of the following: • Guest is not a Platinum, Titanium, or Ambassador • Hotel is a Resort and/or Convention Hotel Hotel must verbally confirm check-out time with Platinum, Titanium, and Ambassador at time of arrival. Platinum, Titanium, and Ambassador receive a guaranteed late check-out as late as 4pm as part of their benefits. • If member requested a late check-out electronically via Mobile Check-in, GEE must confirm time during the check-in process Mark No if the above criteria is not met

If checking into a Club room, instruction is given for Club location, key access, F&B presentations and hours of operation Mark N/A if you find any of the following: • Club Level room is not reserved Offer an explanation of the Club. If accepted, employee must: • Explain electronic key to access Club Level • Provide location of Club Level (if not checked in by Club employee) • Explain a minimum of two additional services (comp pressing, experiential event, comp Wi-Fi) • Provide a letter including: ◦ Personalized greeting ◦ Acceptable if the letter is not personalized if the guest has just accepted an upsell • Hours of operation • F&B offerings/times • Policies (dress code, children, cell phone use) • Additional services (comp pressing of two items per day, experiential event, comp Wi-Fi, comp coffee/tea with wake-up call) • Additional guest charge It is acceptable if escort to room provides Club info. The info must be offered verbally AND provided in writing. Evaluate your service and observe others being checked-in and Mark No if any of the above is not met

GEE assigns correct room type During the check-in process, employee must assign room type as booked during reservation: • Bed type (e.g., king, two doubles) • Room category (e.g., suite, Club level), if applicable • View (e.g., garden), if applicable Any of above room types must be assigned whether reserved as a "request" or "guaranteed" Room type must match the written description provided by the reservation agent or the on-line booking engine (e.g., full ocean view versus partial ocean view, in-room hot tub, kitchen) • It is acceptable if view (garden view to ocean view) and/or room category (standard to suite) is complementarily upgraded ◦ Employee does not need to mention upgrade at check-in SPECIAL REQUESTS made verbally to the reservations agent or in the on-line booking comments field must be accommodated (e.g., feather-free room, extra pillows) Compare room type assigned to reservation request(s) and Mark No if room assignment does not meet above standards

The associate executed payment and key delivery components for mobile check-in Mark N/A if any of the following: • Guest check-in was conducted via standard 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 (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 (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 Mark No if any of the above is not met

Room number provided discreetly, non-verbally

Room Key Presentation meets standard • Ask the number of room keys required ◦ Not required for guests utilizing Mobile Check-in as key packet must be prepared prior to guest's arrival • Place key packet and other registration materials in guest's hand ◦ GEE must step around desk, where design allows and if no other guests are waiting ◦ It is acceptable to hand key/registration materials to escort Evaluate interaction with GEE or other Employees Evaluate key presentation and observe others being presented their key and Mark No if any of the above is not met

Hotel’s daily defining moment must be clearly communicated to guest during their stay Communication must be included in one of the following formats: • As part of arrival process ◦ During guest registration/Check-in process ◦ While escorting guest ◦ During rooming process • As part of resort newsletter or a welcome letter Mark No if daily defining moment is not communicated to you

Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest (Forbes Travel Guide)

If guest room is not ready beyond hotel's checkin time 5pm, GEE makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes (Forbes Travel Guide)

GEE owns and resolves the guest’s requests and opportunities immediately. • Listen actively • Empathize - Express empathy • Apologize and assume ownership • Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution • Notify/Thank the guest to confirm their satisfaction Mark No if the associate: • Does not actively listen to you • Does not express empathy • Does not offer an apology • Does not solve the problem within 10 min. • Does not provide any special touch beyond mere resolution • Does not confirm your satisfaction

GEE facilitates luggage assistance During the check-in process, Front Desk Agent must: • Verify luggage assistance if bellman is with guest • Offer luggage assistance and arrange if needed, if escort is not already with guest Evaluate interaction with Front Desk or other staff member Mark No if you encounter or observe any of the above criteria not met

GEE offers and facilitates escort to Guestroom Mark N/A if escort is already accompanying guest During the check-in process, Front Desk Agent must: • Arrange/offer escort of guest and belongings to Guestroom • Introduce guest to the escort (if applicable) It is acceptable not to offer escort if already accompanied by bell staff Mark No if any of the above criteria is not met

Length of Check-in Experience meets standard Mark N/A if an in-room check-in is provided Check-in time including time in line did not exceed 8 minutes o If GEE does not attempt to upsell, sign up for Marriott Bonvoy or explain the Club benefits, check-in must not exceed 5 min. Evaluate your service and observe others being checked-in and Mark No if total check-in time exceeded

How long was check-in?

Branded collateral used during check-in meets standards Guestroom keys must: o Memorable blue with black text (Standard room) o Black with Memorable blue text (Club room) ▪ It is acceptable to have property name included • Not include Outside advertising or Room numbers Key packets must: • Include Room number written in silver or white and be in Brand Voice • Not include Outside advertising Ask to see all guestroom keys (regular and Club access) and key packets Mark No if any of the above standards is not met

GEE does not decline a request without offering alternatives. Mark N/A if No request is made above and beyond normal services offered • Front Desk Agent meets request If guest makes a special request employee must: • Not just say “No” but use a polite denial (“I am afraid that we are unable to do that at this time”) • Offer alternatives that may help meet the need in another way Mark No if you encounter or observe any of the following: • Alternatives not offered • Employee says “No” without polite denial

GEE uses appropriate verbiage and shows genuine care and interest. Employee must: • Use appropriate verbiage with genuine delivery ("Certainly", "My Pleasure", "I would be happy to") ◦ It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, “OMG”) • Engage in warm conversation to show genuine care and interest in the guest Mark No if you encounter or observe any of the above criteria not being followed

GEE is knowledgeable and confident in interaction Mark N/A if interaction did not allow question Ask Front Desk Agent a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer

GEE delivered personalized service during interaction, using something the associate learned about the guest Mark No if personalized service not delivered during interaction

GEE anticipates need(s) (Three Steps of Service). Employee must offer a service / solution / opportunity to meet an anticipated need: • Examples of acceptable anticipatory actions include: ◦ Sending additional information to the Guestroom on an attraction that the guest asked about ◦ Arranging to get a CD of a performance that the guest is attending and sending it to the room before the guest returns ◦ Researching where a guest can buy a local product that a guest said that they loved (e.g., a piece of artwork) It is acceptable if employee does not anticipate the "set-up" need or provide one of the options listed above, as long as any need is anticipated during interaction Mark No if you find any of the following: • Employee did not anticipate guest needs • Employee not present • Insufficient time allowed to anticipate need(s)

GEE is "On Stage" Employee must: • Only engages in work-related conversation with other employees ◦ Includes cell phone and radio conversations ◦ Earpiece must be used for all radio conversations • Offer escort as well as directions if a location that the guest asked about is not in visible sight Mark No if you encounter or observe any of the following: • Earpiece not used • Escort not offered • Non-work related matters discussed in your presence

Guest name used during the experience, when known

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

GEE provides a fond farewell (Three Steps of Service) • Mentions their own name at any time during encounter Interact with employee and Mark No if Employee name not provided during encounter or Employee not present

The overall experience met guest expectations and was free of negative detractors

Rate Emotional Engagement with interaction • Positive (4/4 pts): positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual • Neutral (0/0 pts): Respected, Understood, Content – not swayed positively or negatively • Negative (0/4 pts): Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated

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