Greeted and welcomed guest using the 15/5 rule.
Used a warm greeting using the time of day and NOT "checking in".
If standing in queue, the associate made an attempt to acknowledge the guests in a timely manner.
Acknowledge the Marriott Reward status.
Confirmed reservation and special requests
Secured method of payment.
Used the guest name throughout the interaction.
Walked around the Welcome Pedestal to present key packet.
The Bistro to-go post-it was presented on the key packet.
Did NOT mention room number instead wrote it down on key packet.
Associate thanked the guest and provided directions on how to locate room and elevators.
Asked the guest of their familiarity with the CYRB concept.
Offered additional assistance by asking specific questions related to the interaction.
Visibly engaged throughout the interaction as defined by their posture.
Time permitting, presented the guest with Bistro menu and shared two items from the Bistro
Knowledgeable about property and local offerings.
Check in was less than 5 minutes.
Offered a sincere closing.
Associate well groomed and in uniform with name tag.
The experience reflected CY Brand Principles.