Check In - Elite

Information

• GSR NAME:

• Conducted on

  Date

• Conducted By:

Service Audit

• Warm welcome with proper time of day?

  Yes

  No

  N/A

• 15/5 Rule?

  Yes

  No

  N/A

• Did the host ask about quality of experience? (How was your trip in? How are you today?)

  Yes

  No

  N/A

• Maintain Eye Contact

  Yes

  No

  N/A

• Used Polished Language

  Yes

  No

  N/A

• Was the guest addressed by name at least three times during the interaction?

  Yes

  No

  N/A

• Confirm Reservation<br>Number of nights, bed type and rate

  Yes

  No

  N/A

• Review all information on lines, 17, 18, 19 & 22.

  Yes

  No

  N/A

• Acknowledge or inquire about Marriott Rewards status?

  Yes

  No

  N/A

• Offer the guest Your Choice, Late checkout if possible for elite or Upgrade?

  Yes

  No

  N/A

• Personal Connection<br>(How was your travel? Is this your first time with us? What brings you to Washington Dulles?

  Yes

  No

  N/A

• Was the guest offered at least one property amenity? Was it a personalized recommendation to the guest needs? Complimentary wifi explained to elite members

  Yes

  No

  N/A

• Presents Key Pack<br>Show room number and rate.

  Yes

  No

  N/A

• Offer luggage assistance and provide directions for elevator?

  Yes

  No

  N/A

• Respond to Cues<br>Is there anything else I can do for you and thank the guest?

  Yes

  No

  N/A

• If a problem was presented, did the clerk offer an apology and provide a solution?

  Yes

  No

  N/A

Additional Comments

GSR Signature

• Please Sign

  Sign