Front Desk Arrival Experience - JW

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

The Lobby Ambassador escorted the guest to the front desk and provided an introduction<br>-Building confidence

Management presence was observed in the lobby during peak<br>arrival/departure times

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

The associate paused and engaged when guests are present

Warm welcome/greeting provided

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

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

Well-groomed and professional, wearing a uniform

Check-in information is correct<br>Front Desk agent must:<br>• Verify departure date<br>• Confirm room type<br>• Confirm method of payment

All Marriott Bonvoy members are recognized at check-in, if not enrollment is offered

Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade

Complimentary lounge access is provided to Platinum Elite, Titanium<br>Elite, and Ambassador Elite members

Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in

Internet assistance offered at check-in

The associate executed payment and key delivery components for<br>mobile check-in

Room number provided discreetly, non-verbally

Room key presentation meets standard

Front Desk Agent facilitates luggage assistance

Length of Check-in experience meets standard <br>- 5 minutes

The check-in was error free<br>- Error free check-in<br>- Functioning key(s)<br>- An unoccupied guestroom<br>- A clean guestroom

Branded collateral used during check-in meets brand identity standards

The associate exhibited "Hop to It" behavior, responding to the guest's<br>cues for pace of service

Front Desk Agent uses appropriate verbiage and shows genuine care<br>and interest

Front Desk Agent is knowledgeable and confident

When providing directions, the associate gestured with an outstretched arm and upturned, open palm

Front Desk Agent delivered personalized service during interaction

Front Desk Agent thoughtful and intuitive, demonstrating anticipatory<br>service when appropriate and helpful

Guest name used during the experience

Further assistance offered to the guest

Warm and sincere closing offered, and appreciation demonstrated

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

Marriott Bonvoy signage meets standard