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