Title Page
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Conducted on
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Prepared by
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Associate
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Associate is welcoming, smiling, and maintains eye contact?
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Associate inquiries and uses guest's name?
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Did associate offer passion, orange, guava juice, chilled eucalyptus cool towels upon arrival to the front desk?
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Did associate personalize the interaction in anyway: recognize special occasion and Marriot Bonvoy Elite member status?
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Did associate acknowledge guests waiting in line with a warm and welcoming greeting?
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Associate use's Forbes luxury language? No slang?
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Associate confirms reservation details such as number of nights, departure date, rate, room occupancy, and room type with guest?
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Did associate acknowledge special service codes for requests and guarantees? Was bedding communicated to guest after confirming room type?
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Did associate inform the guest about valet and resort fees?
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Did associate inform guest about authorization amount and release time?
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Were all resort amenities explained to the guest by associate? Offer additional assistance?
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Did associate offer a memorable farewell at the end of registration? Use his/her and guest's name?
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Was guest offered luggage assistance?
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Did associate come around desk to present collateral and hand key packet to guest with open palm?
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Did associate offer additional assistance?
Acknowledgement
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