Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Service Execution: Check-in
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Connector's Name
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Select date
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The Connector followed the 15-5 rule and was always on stage
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At 15 feet, make eye contact and smile
At 5 feet, maintain eye contact
Greet the guest with a warm greeting (e.g. Good Morning/Evening)
Be on Stage
Mark NEEDS IMPROVEMENT if any of the above criteria is not met -
The Connector provided a warm and genuine welcome, indigenous, where applicable
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Warm and Genuine includes eye contact and a smile. Do not say "checking in"
Welcome the guest to the hotel and ask "How may I be of service?' -
Mobile check-in was utilized?
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The Connector welcomed the mobile check in guest with the appropriate language.
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Mark N/A if guest was checked in via standard check -in.
The connector must welcome the mobile check-in minimally with:
Acknowledgement that they are a mobile guest. (e.g. Thank you for using mobile check-in...)
Convey a sense of "Welcoming you to a world of Exploration..."
Recognize applicable Elite status and room preferences
It is NOT acceptable to ask "checking in?"
Mark needs improvement if ANY of the above criteria is not met. -
The Connector executed key delivery components
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Mark N/A if Guest check-in was conducted via standard check-in
The Connector must:
Prepare keys and key packets in advance
Hand the guest his/her key packet
Provide directions to the elevator/guestroom
Step from behind the kiosk, if front desk design allows
Verbally confirm the method of payment (e.g. using last 4 digits of credit card)
Review room number discreetly, non-verbally
Mark NO if any of the above criteria is not met -
The Connector confirmed the number of nights and room/bed type reserved.
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The Connector acknowledged Reward status
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If platinum guest, offered welcome gift and a welcome drink in the Lounge.
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The Connector offered to enroll guest in Marriott Rewards if not currently a member
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Marriott Rewards members are guaranteed the room type reserved!
If this is an early arrival and the bed type is not immediately available, it is acceptable to OFFER another room type if it is available for early check in. It is up to the guest if they would like to change their room type.
If we are not able to accommodate an early check in; offer to take down the guest phone number and call them once a room is available. You must ensure that we call the guest within 1 hour to follow up either way! -
The Connector anticipated the guest needs or delighted the guest during the arrival experience
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At least once during the arrival process, an Connector (e.g. valet, bell, door, reception, leadership, lobby) must anticipate or delight the guest
Anticipate guests needs, examples include:
Offer to take trash from guests hand
Offer an umbrella
Offer to store golf clubs
Offer a bottle of water if guest appears thirsty or hot
Offer of heating pad for painful back
Delight the guest, examples include:
Welcome snack
Room upgrade (room size or view)
Mark NO if the Connector does not anticipate or delight the guest -
The Connector provoked the guest to explore something new
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The Connector provoked exploration by initiating conversation during the check-in process and providing micro-local recommendations
Examples include:
Offering Local Explorer Guide with corresponding explanation of insider tips
Pointing out unique spots while providing directions to needed destinations
Share interesting facts about hotel/location
Mark NO if guest was not provoked to discover something new -
The Connector used the guest's name at least twice during the process.
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The Connector offered at least one UP-SELL.
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Up-Sell includes:
Offering upgraded room type- if available. Can offered upgrade at less than the rack rate, e.g. "for only an additional $5 we have an upgrade to an Executive Corner room" . Keep in mind Platinum and Gold members receive complimentary upgrades.
Breakfast option E.g. " for only an additional $10 per person, you can pre-purchase our European inspired breakfast. This is a savings of 25% of the normal cost." -
The Connector was knowledgeable about property offerings and local area
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Pick (1) of the following topics and inquire of the Connector
B&F hours of operation
Local Directions
Local Restaurants
Local traffic patters
Mark NO if the Connector is not knowledgeable about the above item -
The Connector inquired if the guest was parking a vehicle
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The Connector utilized Ipad to explain services at the hotel if appropriate.
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The Connector AC Image met standard
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The Connector must minimally demonstrate AC Image:
Style
Attire is clean, well maintained, and appropriate fitted to body type (not too tight or baggy)
Approved Uniform for the Front Office
Name tag is present
SMILE
Attire must match the color palette presented in the Uniform Style Guide
Grooming (i.e., hair, makeup, fingernails, facial hair, etc.) appears well maintained
Verbal Communication
Speaks clearly and politely to guests using appropriate tone and volume
Conveys confidence or enthusiasm when speaking
Non-Verbal Communication
Uses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding
Refrains from pointing, slouching, making "thumbs up" gestures, shrugging
Lifestyle Focus
Reactively asks clarifying questions to understand guests needs and customize the experience
Mark NO if any of the above criteria is not met -
The Connector provided a warm/sincere closing, demonstrating appreciation
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The Connector must:
Offer sincere closing
Demonstrate appreciation (e.g., "Thank You", offering further assistance)
Give the guest their name and advise them there is someone available 24 hours if they should need anything to dial "0" for assistance.
Mark NO if any of the above criteria is not met -
The guest felt a genuine sense of welcome
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The Connector was sincere during the interaction and made the guest feel welcome
Mark NO if the guest did not receive a genuine sense of welcome -
Mark NO if there was any element that did not meet expectations:
Facility (e.g. china/glass/silver, tray/table)
Product (e.g. condiment presentation, beverage/food items)
Service (e.g. greeting, engagement, closing) -
The overall experience met guest expectations and was free of negative detractors
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The Mobile Check-in Sign is present at all times
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Did the Connector complete a callback or Welcome email to the guest?
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Managers name:
