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
GREET THE GUEST
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Associate welcomed the mobile check-in guest with the appropriate language
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"We have been expecting you" was used once guest is known as mobile check-in
USE THE GUEST NAME
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Uses the guest last name throughout guest interaction at least twice<br>
ESTABLISHES THE GUEST NEEDS
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Acknowledges Marriott status and acknowledges request. Provides concierge info to X4, P6, X1 guest, offers Arrival gift to Platinum guest, and uses proper key and key packet.
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The associate executed payment and key delivery components for mobile check-in
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Asks the guest one personal question about themselves and provides one useful piece of information about the hotel
MAKE IT BRILLIANT
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The Host created a personal connection
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The Host responded to Cues
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The Host Made it Brilliant
THANK THE GUEST
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The Host used "Thank You for using out Marriott Mobile Check in"
