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, maintains eye contact?
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Associate introduces himself or herself and uses guest’s name?
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Did associate offers water, passion, orange, guava juice, chilled eucalyptus cool towel upon arrival to the front desk?
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Did associate offer to print folio for guest to review? ***Associate loses all points if the question “Did you receive your folio?” is used. Coach proper verbiage as needed.
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Did associate personalize the interaction in any way (i.e. engage in polite conversation) and recognize special occasion and Marriott Rewards status?
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Does associate ask the guest "How was your stay?" Answers all questions and resolves concerns applying the LEARN process?
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Did associate invite guest to enroll in Marriott Rewards program?
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Associate use's Forbes luxury language? No slang?
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Did associate confirm method of payment?
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Did associate offer to email folio or print copy for guest? Was an envelope offered? Was items handed to guest with an open palm?
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Were all available resort amenities explained to the guest by associate during check out process?
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Did associate offer additional assistance to ensure a seamless departure from resort?
Acknowledgement
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