Front Desk Arrival Phase

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For Audit Title , Please enter the Lady or Gentleman's name followed by a / and the guest's name if known
Person being Audited
Conducted on
Person conducting Audit

Acknowledge guests waiting in line, making eye contact and smiling (if applicable)
Front Desk agent provides warm welcome to guest, ensuring eye contact, smile and using guest name and their own (3 Step of Service) Beyond the delivery of the universal service elements of warm welcome, employee must: Determine if it is your first stay and reacts appropriately Greet the guest with the appropriate situational greeting (e.g., good morning, Aloha, welcome to the city)
Staff is highly articulate and avoids slang and excessive use of phrase-fragments Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Forbes- Staff exhibits a genuine sense of interest and concern for the guest Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
1+ engaging sentences said that asks a question to guest and personalizes the check-in experience
Well-groomed and professional, wearing a uniform, Front Desk Agent takes pride in and care of personal appearance refer to Grooming standards
Front Desk Agent is "On Stage" Employee must: • Only engage in work-related conversation with other employees when guests present o Includes cell phone and radio conversations o Earpiece must be used in all radio conversations • Offer an escort as well as directions if a location that the guest asked about is not in visible sight o It is acceptable for the employee to arrange the escort with someone else if they are unable to leave the front desk
FDA locates guest's reservation in PMS
FDA confirms number of nights, departure date, room type, bed type, room rate, view (if applicable), and non-smoking room, and any special requests or bookings made prior to arrival
Associate offers enrollment into Marriott Bonvoy to guest at check-in Mark N/A if any of the following: • Guest is already a member Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include: • Free Wi-Fi • Mobile check-in (where available) • Member Rates • Mobile Chat • Mobile Key (where available
All Marriott Bonvoy members are recognized at check-in Mark N/A if: • Guest is not a Marriott Bonvoy member • Hotel does not participate in Marriott Bonvoy Marriott Bonvoy members must be verbally acknowledged at check-in
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 Suite upgrades are: • Based on availability and identified by each hotel – at no additional charge, at check-in o May include rooms with desirable views, on high floors, with special amenities, on Executive floors, corner rooms and suites • At The Ritz-Carlton, suites are only included for Titanium Elite and Ambassador Elite members and rooms with direct Club Lounge access are excluded • Term ‘upgrade’ must be used in conversation Mark Yes if: • A room upgrade was offered & mentioned verbally during check-in • A room upgrade was Mentioned but Not Available Mark No if: • A room upgrade was not verbally mentioned or offered during the check-in process, even if an upgrade was provided/discovered upon room arrival
Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in Mark N/A if any of the following: • Guest is not a Platinum Elite, Titanium Elite, or Ambassador Elite member • Hotel is a Resort and/or Convention Hotel Hotel must verbally confirm check-out time with Platinum Elite, Titanium Elite, and Ambassador Elite members at time of arrival Platinum Elite, Titanium Elite, and Ambassador Elite members receive a guaranteed late check-out as late as 4pm as part of their Elite benefits • If member requested a late check-out electronically via Mobile Check-in, associate must confirm time during the check-in process Mark No if the above criteria is not met
If reservation is for Club level, FDA explains Club Lounge, timings, F&B presentations, benefits, access, and will provide Club letter
FDA upsells guest to higher room category (if available and applicable)
Front Desk Agent assigns correct room type
FDA Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room All details of the reservation are accurate
FDA confirms and secures payment method and returns card in a 2 handed presentation
FDA offers/asks to enter email address in PMS for eFolio
Hotel’s daily defining moment clearly communicated to guest Hotel’s daily defining moment must be: • Clearly communicated to guest during their stay
RAP - Briefly explained and 2 amenities mentioned. “This is everything that is included in your resort activity package (agents points to the RAP card as it is slid into the key packet). It includes your valet parking, internet, and many other benefits and activities.”
Ritz Kids Check In Complete to standard if child is present and between age of 5-12: Child invited to register, Ritz Kids packet given to child, child's name used
If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes
Room number provided discreetly, non-verbally
FDA asks the number of keys guest requires, makes keys, places in key packet with other registration materials, luggage ticket, and places it in guest's hand, communicates room number discretely and uses guest's name
Front Desk Agent anticipates need(s) (Three Steps of Service) Employee must anticipate needs of the guest • Employee must offer a service/solution/opportunity to meet an anticipated need • Examples of acceptable anticipatory actions include: o Informing a group guest of the location of their meeting room for the next day o Informing the guest that the restaurant is closing soon if they arrive late and may want dinner o Offering to schedule a wake-up call for the next morning It is acceptable if employee does not anticipate the "set-up" need as long as any need is anticipated during interaction
Branded collateral used during check-in meets brand identity standards Mark N/A if you find any of the following: • Hotel does not have Ritz-Carlton in name (e.g., Penha Longa Hotel and Golf Resort) Guestroom keys must: • Be in Brand Voice o Memorable blue with black text (Standard room) o Black with Memorable blue text (Club room) ▪ It is acceptable to have property name included • Not include: o Outside advertising o Room numbers Key packets must: • Include/be: o In Brand Voice o Activities shell (RCDC) o Room number written in silver or white • Not include: o Gratuities/tips guidelines letter (RCDC) o Outside advertising Ask to see all guestroom keys (regular and Club access) and key packets It is acceptable to evaluate guestroom key and key packets the night before
Front Desk Agent provides a fond farewell (Three Steps of Service) Beyond the delivery of universal service elements of warm and sincere closing offered and appreciation demonstrated, employee must: • Mention their own name at any point during encounter o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter
If no connection with an escort is made at the time of making keys (Bellman/Lobby Lion), broadcast the line "How many keys can I make for you, <guest name>" over the radio.
FDA introduces guest to Bellman(if guest is using bell service) or to Lobby Lion (if guest is rolling own bags) and provides extension of service "Is there any other way I may assist you?" and uses guest's name and wishes guest a lovely stay
Guest name used during the experience
Further assistance offered to the guest
Warm and sincere closing offered, and appreciation demonstrated
Check-In Process takes less than 8 minutes If front desk agent does not attempt to upsell, sign up for Marriott Bonvoy or explain the Club benefits, check-in must not exceed 5 minutes
Forbes Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

Problem Resolution and Emotional Engagement

Staff does not decline any request without offering appropriate alternatives
Front Desk Agent owns and resolves guest's requests and opportunities immediately Mark N/A if you find any of the following: • No problem or concern was encountered Front Desk Agent must: • Listen actively • Empathize - Express empathy • Apologize and assume ownership • Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere resolution • Notify/Thank the guest to confirm their satisfaction
Front Desk delivered personalized service during interaction Mark N/A if opportunity for delivery of personalized service during interaction not available Front Desk must deliver personalized service during interaction, using something the associate learned about the guest Mark No if any of the above criteria is not met
Front Desk Agent is "On Stage" Employee must: • Only engage in work-related conversation with other employees when guests present o Includes cell phone and radio conversations o Earpiece must be used in all radio conversations • Offer an escort as well as directions if a location that the guest asked about is not in visible sight It is acceptable for the employee to arrange the escort with someone else if they are unable to leave the front desk
Rate Emotional Engagement with interaction Mark N/A if interaction not completed After your experience, rate your interaction: • Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual • Neutral engagement: Respected, Understood, Content – not swayed positively or negatively • Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated

Front Desk Arrival Phase

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