Check-in/ Arrival

Mobile Check-in was evaluated.

The lobby ambassador escorted the guest to the front desk and provided an introduction; any associate can server as LA.

Management presence was observed in the lobby during peak arrival and departure times.

Associates present in the lobby are proactively assisting guests with arrival.

The associate welcomed the mobile check-in guest with the appropriate language.

The associate paused and engaged when guests are present.

Warm welcome/ greeting provided.

The associate reviewed the room type, benefits and MOP.

Associate asked how many keys the guest will require.

Step from behind the desk, and hand the keys to the guest using 2 handed delivery.

Front desk associate offered luggage assistance and escort to the guestroom.

The associate executed payment and key delivery components for mobile check-in.

The check-in time meets standard and was error free. (5 mins, functioning keys, unoccupied guestroom, VR guestroom)

The associate was knowledgeable about property offerings and the local area.

When providing directions the associate gestured with an outstretched arm and upturned, open palm.

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

Well groomed and professional, wearing a uniform and name tag

Uniform and name tag meets standard

The associate demonstrated Poise and Grace

Room number provided discreetly, non-verbally

Guest name used during the experience, when known (3x)

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

The associate exhibited "Hop to it" behavior, responding to the guest's cures for pace of service.

The associate owns and resolved the guest's problems and opportunities immediately.

The associate made the guest feel at ease and taken care of.

The guest felt a genuine sense of welcome.

The overall experience met guest expectations and was free from negative detractors.

The Mobile Check-in sign is present at all times.