Check in EROME

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

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>

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

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

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

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

Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade

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

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

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

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

Room number provided discreetly, non-verbally

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>

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

Length of Check-in Experience -10 minutes (AP, CALA, EMEA)<br>

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

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

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>

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

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

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

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>

Front Desk delivered personalized service during interaction

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

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

Guest name used during the experience

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?

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>