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Check in E Rome
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Conducted on
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Location
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If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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Mobile Check-In Welcome <br>Mark N/A if any of the following:<br>• Guest check-in was conducted via standard check-in The associate must welcome the mobile check-in guest minimally with:<br>• Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, What <br>did you think of mobile check-in?)<br>• Convey a sense of "We've been expecting you" (e.g., Because you used mobile check-in, we <br>have your keys prepared for you; We've been excepting you; Thank you for using mobile checkin e have your room ready; We have been preparing for you)<br>• Recognize applicable preferences (e.g., Room type)<br>
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Check-in information is correct : Front Desk agent must:<br>• Confirm room type<br>• Confirm method of payment<br>All reservation information must be correct
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Associate offers enrollment into Marriott Bonvoy to guest at check-in<br>Mark N/A if any of the following:<br>• Guest is already a member<br>• Hotel does not participate in Marriott Bonvoy<br>• Area not staffed during evaluation <br> Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include:<br>• Free Wi-Fi<br>• Mobile check-in (where available)<br>• Member Rates<br>• Mobile Chat<br>• Mobile Key (where available
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All Marriott Bonvoy members are recognized at check-in<br>Mark N/A if any of the following:<br>• Guest is not a Marriott Bonvoy member<br>• Hotel does not participate in Marriott Bonvoy Marriott Bonvoy members must be verbally acknowledged at check-in Examples include:<br>• "I see you are a Platinum Elite Member"<br>• "Thank you for being a Gold Elite member of our Marriott Bonvoy program"<br>• Thank member for loyalty<br>Mark No if the above criteria is not me
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Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade
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Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at checkin <br> Platinum Elite, Titanium Elite, and Ambassador Elite members receive a guaranteed late check-out as late <br>as 4pm as part of their Elite benefits<br>• If member requested a late check-out electronically via Mobile Check-in, associate must confirm <br>time during the check-in process
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Delays in check-in were not excessive <br>Mark N/A if no delay was experienced<br>Front Desk Agent must complete the check-in and direct the guest to the guestroom within 10 minutes of <br>any advised delay
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Front Desk Agent assigns correct room type<br>During the check-in process, employee must minimally assign room type as booked during reservation <br>process:<br>• Bed type (e.g., king, two doubles)<br>• Room category (e.g., suite, Club level), if applicable<br>• Smoking (non-US Hotels)/non-smoking preference<br>• View (e.g., garden), if applicable
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The associate executed payment and key delivery components for mobile check-in The associate must:<br>• Prepare keys and keys packets in advance <br>o It is acceptable if keys/key packets are not pre-prepared if room is not ready (e.g., <br>guest cannot be assigned a room and must wait)<br>o If room ready notification was received, key packets must be prepared in advance<br>• Verbally confirm the method of payment (e.g., using last 4 digits of credit card)<br>It is not acceptable to swipe or request the credit card for any Marriott Bonvoy members, except:<br>• In jurisdictions where credit card swipes are required by law or when the credit card type does <br>not allow for manual authorization (i.e., Chip & Pin)<br>• Guest requests to use different credit card<br>• Member profile does not reflect any stay history or stay history was more than 12 months ago
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Room number provided discreetly, non-verbally
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Room Key Presentation <br>Front Desk Agent must:<br>• Ask the number of room keys required<br>• Place key packet and other registration materials in guest's hand <br>o It is acceptable to hand key/registration materials to escort<br>Evaluate your key presentation and observe others being presented their key and Mark No if any of the <br>above is not met<br>
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Front Desk Agent facilitates luggage assistance<br>During the check-in process, Front Desk Agent must:<br>• Verify luggage assistance if bellman is with guest<br>• Offer luggage assistance and arrange if needed, if escort is not already with guest
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Length of Check-in Experience -10 minutes (AP, CALA, EMEA)<br>
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Branded Collateral Used during Check-in meets brand identity standards<br>Guestroom keys must be in Brand Voice<br>• Black with black mat printing or white with white mat or wooden version printing<br>• EDITION printing wraps the key - front and back<br>Key packets must be in Brand Voice
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Be nice! Use your hearts, minds and smiles to delight our guests<br>Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each <br>interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel <br>welcomed/comfortable
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Own your guests: You are empowered to resolve guest issues<br>Employee must minimally own their guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being<br>
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Front Desk Agent owns and resolves guest's requests and opportunities immediately<br>Mark N/A if you find any of the following:<br>• No problem or concern was encountered<br>Front Desk Agent must:<br>• Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership<br>• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond <br>mere resolution<br>• Notify/Thank the guest to confirm their satisfaction
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Front Desk Agent uses appropriate verbiage and shows genuine care and interest<br>Beyond the delivery of universal service elements of good posture, smile, eye contact, and attentive <br>listening maintained throughout the interaction Front Desk Agent must:<br>• Always use proper vocabulary with genuine delivery <br>o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy <br>to", “Absolutely”, “Right away”<br>o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, <br>“habibi”, “OMG”)<br>• Engage in warm conversation to show genuine care and interest in the guest
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Front Desk Agent does not decline a request without offering alternatives<br>Mark N/A if any of the following:<br>• No request is made above and beyond normal services offered<br>• Front Desk Agent meets request<br>If guest makes a special request Front Desk Agent must:<br>• Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this <br>time”<br>• Offer alternatives that may help meet the need in another way
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Take personal responsibility to be an expert in your job, hotel and community<br>Mark N/A if interaction did not allow question<br>Front Desk Agent takes personal responsibility to be an expert in your job, hotel and community<br>Ask Front Desk Agent a general, position/interaction appropriate question during the interaction and Mark <br>No if they are unable to answer<br>
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Front Desk delivered personalized service during interaction
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Front Desk Agent thoughtful and intuitive, demonstrating anticipatory service when appropriate and <br>helpful<br>Front Desk Agent must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful
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Professional persona provided<br>Front Desk Agent must:<br>• Only engage in work-related conversation with other associates when guests present <br>o Includes cell phone and radio conversations<br>o Earpiece must be used for all radio conversations<br>• Offer an escort as well as directions if a location that the guest asked about is not in visible sight<br>Mark No if you encounter or observe any of the above criteria not met
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Guest name used during the experience
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Proactive additional assistance offered to the guest<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• May I assist you with anything else?<br>• Is there anything else I may do to ensure you have a pleasant stay?<br>• Is there anything else I can get for you to help enjoy your meal?
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Rate Emotional Engagement with interaction<br>Mark N/A if interaction not completed<br>After your experience, rate your interaction:<br>• Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, <br>Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, <br>Stressed, Frustrated<br>