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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Acknowledge guest waiting in line
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Greet each guest with a warm smile and eye contact actively using 15/5 rule
USE THE GUEST NAME
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Uses the guest last name throughout guest interaction at least once when Known<br>
ESTABLISHES THE GUEST NEEDS
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Acknowledges Marriott status and provides Marriott Rewards discount information to qualifying guest. Thanks Elite guest for loyalty at check-out
MAKE IT BRILLIANT/SHOWS INTEREST IN THE GUEST
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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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Offers additional assistance and thanks each guest
