Front Desk Agent Audit

• Document No.

• Audit Title

• Conducted on

  Date

• Prepared by

• Personnel

Guest Acknowledgement. "Be Marriott Ready"

• Was agent standing on the side of the POD with hands to their side and straight posture

  Yes

  No

  N/A

• Did the agent interact with the guest first and make eye contact with them.? (15/5 rule)

  Yes

  No

  N/A

• Did agent lean forward toward the guest, make eye contact, and offer complete attention

  Yes

  No

  N/A

Registering the guest

• Ask guest, " May I please have your last name." Use name a minimum of two times during interaction

  Yes

  No

  N/A

• Identify guest reservation in PMS and confirm # of days, check out day! and date

  Yes

  No

  N/A

• Acknowledge room type. "Mr/Mrs, I have you in a non smoking room with a (bed type)

  Yes

  No

  N/A

• Virtual Concierge: if noted on line 17, confirm with guest their request, and if it's delivered (pre-blocked, notes on line 17). If not, confirm AYS will deliver ASAP

  Yes

  No

  N/A

• Confirm guests home address. Need complete home address including phone number. (can be home or cell)

  Yes

  No

  N/A

• Confirm guests email address. Advise guest that upon check out, folio will be sent to this destination. Nothing under door

  Yes

  No

  N/A

• Request method of payment. If C/C is given, explain use of debit card. Cash must include $100 security deposit, $75 incidental charges

  Yes

  No

  N/A

• Elite Status: Platinum. Acknowledge level. Ask guest if they would like points or gift. Explain concierge lounge. Hours, location, food.

  Yes

  No

  N/A

• Elite Status: Gold. Acknowledge level. Explain concierge lounge. Hours, location, food

  Yes

  No

  N/A

• Elite status: Silver. Acknowledge level. Offer guest a silver griffin as a thank you for being a member of Marriott rewards.<br>

  Yes

  No

  N/A

• No Elite status. Automatically sign guest up with previous information. Explain benefits to guest. Add # to phone. Must use in next 3 months....................................<br>

  Yes

  No

  N/A

• Ask guest how many keys they would like. Must use correct key. Elite, Non elite, group

  Yes

  No

  N/A

• Check for guest messages. If there is a message, read message to guest, act upon if needed, and delete message

  Yes

  No

  N/A

• Ask guest if there is anything further you may assist them with at this time?

  Yes

  No

  N/A

• (No bellman assistance)If no further assistance is needed, walk around POD, and escort to elevator foyer. Offer key packet with two open palms, and notate floor

  Yes

  No

  N/A

• Thank the guest by name for staying with us, offer your name one more time, and advise guest to contact you if further assistance is needed

  Yes

  No

  N/A

Requests Bellman Assistance

• Introduce guests to bellman. Using guests name, thank guests for staying with us, and giving your name offer further assistance

  Yes

  No

  N/A

• No bellman available, tag luggage cart with last name only. Advise guest luggage will be up shortly. You are responsible for luggage to be in room within 15 min

  Yes

  No

  N/A

Acknowledge guests when they are waiting in line

• Smile, make eye contact acknowledge other guests waiting in line

  Yes

  No

  N/A

• If necessary, dial "1111" for assistance

  Yes

  No

  N/A