ED-BSA-2020 Check In

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

Warm welcome/greeting provided

Guest name used during the experience, when known

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

Well-groomed and professional, wearing a uniform

Front Desk staff meets grooming and appearance standards <br> Mark N/A if you find any of the following: Employee not present<br>Employee must minimally meet grooming and appearance standards:<br>• Hair:<br>o Clean and neat<br>• Jewelry:<br>o Bracelet/watch - maximum 1 of either per arm (AP, MEA, EUR)<br>▪ Jewelry worn to raise awareness of a specific cause is not permitted<br>▪ Anklets or ankle bracelets are not acceptable<br>o Decorative pins not included in uniform program are not acceptable<br>• Shoes:<br>o Clean, polished and in good repair<br>Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

Check-in information is correct

All Marriott Bonvoy members are recognized at check-in <br> Mark N/A if guest is not a Marriott Bonvoy member<br>Marriott Bonvoy members must be verbally acknowledged at check-in<br>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 met

Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade Mark N/A if any of the following: • Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador Elite member<br>• Hotel is a Vistana <br>Suite upgrades are: • Excluded for Gold Elite members<br>• Included for Platinum Elite, Titanium Elite or Ambassador Elite members<br>• Based on availability and identified by each hotel – at no additional charge, at check-in<br>o May include rooms with desirable views, on high floors, with special amenities, on Executive floors, corner rooms and suites<br>• At The Ritz-Carlton, suites are only included for Titanium Elite and Ambassador Elite members and rooms with direct Club Lounge access are excluded<br>Evaluate if the associate offered or mentioned a room upgrade during the check-in process<br>• Term ‘upgrade’ must be used in conversation<br>Mark Yes if:<br>• A room upgrade was offered & mentioned verbally during check-in<br>• A room upgrade was Mentioned but Not Available<br>Mark No if:<br>• A room upgrade was not verbally mentioned or offered during the check-in process, even if an upgrade was provided/discovered upon room arrival<br>• Member was given the option to purchase a room upgraded room/room type

Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in<br> Mark N/A if any of the following:<br>• Guest is not a Platinum Elite, Titanium Elite, or Ambassador Elite member<br>• Hotel is a Vistana • Hotel is a Resort and/or Convention Hotel<br>Hotel must verbally confirm check-out time with Platinum Elite, Titanium Elite, and Ambassador Elite members at time of arrival<br>Platinum Elite, Titanium Elite, and Ambassador Elite members receive a guaranteed late check-out as late as 4pm as part of their Elite benefits<br>• If member requested a late check-out electronically via Mobile Check-in, associate must confirm time during the check-in process<br>Mark NO if the above criteria is not met

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>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

Length of Check-in experience meets standard<br> Mark N/A if an in-room check-in is provided<br>Check-in time including time in line did not exceed:<br>• 5 minutes (US/CAN)<br>• 10 minutes (AP, CALA, EUR, MEA)<br>Evaluate your service and observe others being checked-in and mark NO if total check-in time exceeded the above criteria

Front Desk Agent assigns correct room type<br> During the check-in process, employee must minimally assign room type as booked during reservation 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<br>Any of above room types must be assigned whether reserved as a "request" or "guaranteed"<br>Room type must match the written description provided by the reservation agent or the on-line booking engine (e.g. full ocean view versus partial ocean view, in-room hot tub, kitchen)<br>• It is acceptable if view (e.g. garden view to ocean view) and/or room category (e.g. standard to suite) is complementarily upgraded<br>o Employee does not need to mention upgrade at check-in<br>Special requests made verbally to the reservations agent or in the on-line booking comments field must be accommodated (e.g. feather-free room, extra pillows)<br>Compare room type assigned to reservation request(s) and mark NO if room assignment does not meet above standards

Room key presentation meets standard<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 any of the above was not

Guestroom keys and key packets meet standards<br> Guestroom keys must be in Brand Voice<br>• Black with black mat printing or White with white mat printing<br>• EDITION printing wraps the key - front and back<br>Key packets must be in Brand Voice<br>Ask to see all guestroom key and key packets<br>It is acceptable to evaluate guestroom key and key packets the night before<br>Check key and key packets and mark NO if the above criteria is not met

Room number provided discreetly, non-verbally

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 • Offer luggage assistance and arrange if needed, if escort is not already with guest<br>Evaluate interaction with Front Desk or other member<br>Interact with Front Desk Agent and mark NO if you encounter or observe any of the following:<br>• Luggage assistance not arranged/verified

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 any advised delay<br>Evaluate interaction with Front Desk or other member<br>Mark NO if a delay greater than 10 minutes is experienced

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 interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel welcomed/comfortable<br>Mark NO if employee did not delight during interaction

Own your guests: You are empowered to resolve guest issues<br> Employee must minimally own your guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being<br>Examples:<br>• If the guest feels they’re getting the best attention and service, they’ll be your guest forever! If a guest calls and asks where they can buy their kids some Giants shirts while they’re in NY, find out.. you find out. Google it, Yelp it, We Chat it or maybe you already know.. but own it and make sure you give the guest as much information as possible. Distance the store is from the hotel, opening times etc.<br>• If a guest stops you in the lobby and asks for a bamboo toothbrush because they forgot theirs and don’t like to use plastic… Not a problem, let’s find one.. (hopefully you’ll have them in Guest services), but do whatever you can to insure you are efficient and effective in fulfilling the guest request give the guest as much information as possible. Distance the store is from the hotel, opening times etc. Mark NO if employee did not take personal responsibility during interaction

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 NO if they are unable to answer

Front Desk Agent owns and resolves guest's requests and opportunities immediately<br> Mark N/A if you find any of the following: • 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 and also provide an extra touch that goes beyond mere resolution<br>• Notify/Thank the guest to confirm their satisfaction<br>Evaluate interaction with Front Desk or other member<br>Mark NO if the Front Desk:<br>• Does not actively listen to you<br>• Does not express empathy<br>• Does not offer an apology<br>• Does not solve the problem within 10 minutes<br>• Does not provide any special touch beyond mere resolution<br>• Does not confirm your satisfaction

Front Desk Agent uses appropriate verbiage and shows genuine concern<br> Beyond the delivery of universal service elements of good posture, smile, eye contact, and attentive 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 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”, “habibi”, “OMG”)<br>• Engage in warm conversation to show genuine concern and interest in the guest<br>Mark NO if you encounter or observe any of the following:<br>• Front Desk Agent does not engage in warm conversation<br>• Inappropriate verbiage or jargon used

Front Desk Agent does not decline a request without offering alternatives<br> Mark N/A if:<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 time”<br>• Offer alternatives that may help meet the need in another way<br>Evaluate interaction with Front Desk Agent or other member<br>Mark NO if you encounter or observe any of the following:<br>• Alternatives not offered<br>• Front Desk Agent says “No” without polite denial

Front Desk delivered personalized service during interaction<br> Mark N/A if opportunity for delivery of personalized service during interaction not available<br>Front Desk must deliver personalized service during interaction, using something the associate learned about the guest<br>Mark NO if personalized service not delivered during interaction

Front Desk Agent thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful<br> Front Desk Agent must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful<br>Examples of acceptable anticipatory actions include:<br>• Informing a group guest of the location of their meeting room for the next day<br>• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner • Offering to schedule a wake-up call for the next morning<br>It is acceptable if Front Desk Agent does not anticipate the "set-up" need or provide any of the examples above, as long as any need is anticipated during interaction<br>Mark NO if you encounter or observe any of the above criteria not being followed

Front Desk Agent provides a professional persona<br> Front Desk Agent must:<br>• Only engage in work-related conversation with other employees 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 following:<br>• Escort not offered<br>• Non-work related matters discussed in your presence<br>• Earpiece not used

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors

Rate Emotional Engagement with interaction<br> Mark N/A if interaction not completed<br>After your experience, rate your interaction: • Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated<br>Scoring Methodology:<br>• Positive – 4 of 4 points will be awarded<br>• Neutral – 0 of 0 points will be awarded<br>• Negative – 0 of 4 points will be awarded

Marriott Bonvoy signage meets brand standard <br> Mark N/A if hotel does not participate in Marriott Bonvoy Brands in each segment are:<br>• Luxury: ED, JW, LC, RC, SR, W<br>• Premium: AUTO, DH, GH, LM, MEA, MH, RH, SHER, TRB, WSTN<br>• Select: AC, AH, CY, ELMT, FFI, FP, MX, PH, RI, SHS, TPS<br>Marriott Bonvoy Signage must be:<br>• Brand specification<br>• Located in the lobby, the designated check-in area or the business center<br>• Placed as a Desk Sign<br>• Presented as a Brochure Holder (JW, Premium brands except AUTO & TRB, and Select brands)<br>• Wall Mounted Signage (JW, Premium brands except AUTO & TRB, and Select brands except AC & MX) Mark NO if you find any of the following: <br>• Property does not have required Marriott Bonvoy signage in place<br>• Required signage/brochure holder does not meet the brand specification