Page 1: Initial questions
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Date of Audit
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Prepared by
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Location
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Conducted by
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Associate Name
Page 2: Main checklist
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Associates present in the lobby are proactively assisting guests with arrival<br>-Mark N/A if no managers or associates are present in the lobby<br>-Managers and associates who are present in the lobby are proactively assisting guests with arrival<br>-Mark No if the above criteria is not met
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The Lobby Ambassador escorted the guest to the front desk and provided an introduction<br>-Building confidence
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Management presence was observed in the lobby during peak<br>arrival/departure times
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If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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The associate paused and engaged when guests are present
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Warm welcome/greeting provided
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The associate welcomed the mobile check-in guest with the appropriate language<br>- Thank you for using the Mobile Check In<br>- We have been expecting you<br>- We have kept everything ready for you
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Well-groomed and professional, wearing a uniform
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Check-in information is correct<br>Front Desk agent must:<br>• Verify departure date<br>• Confirm room type<br>• Confirm method of payment
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All Marriott Bonvoy members are recognized at check-in, if not enrollment is offered
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Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade
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Complimentary lounge access is provided to Platinum Elite, Titanium<br>Elite, and Ambassador Elite members
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Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in
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Internet assistance offered at check-in
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The associate executed payment and key delivery components for<br>mobile check-in
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Room number provided discreetly, non-verbally
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Room key presentation meets standard
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Front Desk Agent facilitates luggage assistance
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Length of Check-in experience meets standard <br>- 5 minutes
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The check-in was error free<br>- Error free check-in<br>- Functioning key(s)<br>- An unoccupied guestroom<br>- A clean guestroom
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Branded collateral used during check-in meets brand identity standards
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The associate exhibited "Hop to It" behavior, responding to the guest's<br>cues for pace of service
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Front Desk Agent owns and resolves guest's requests and opportunities immediately. -LEARN
- Done
- Not Done
- N/A
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Front Desk Agent uses appropriate verbiage and shows genuine care<br>and interest
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Front Desk Agent is knowledgeable and confident
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When providing directions, the associate gestured with an outstretched arm and upturned, open palm
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Front Desk Agent delivered personalized service during interaction
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Front Desk Agent thoughtful and intuitive, demonstrating anticipatory<br>service when appropriate and helpful
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Guest name used during the experience
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Further assistance offered to the guest
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Warm and sincere closing offered, and appreciation demonstrated
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Rate Emotional Engagement with interaction<br><br>After your experience, rate your interaction:<br>- Positively engaged: positive emotional experience - Pampered, Special,<br>Indulged, Delighted, Appreciated, Individual<br>- Neutral engagement: Respected, Understood, Content – not swayed<br>positively or negatively<br>- Negative emotional engagement: Disinterested, Disconnected,<br>Disappointed, Ignored, Stressed, Frustrated
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Marriott Bonvoy signage meets standard