Title Page

  • Audit Title:

  • Conducted on

  • Prepared by

  • Please Select Department being Audited

  • Enter Host name(s):

  • Warm welcome/greeting provided

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

  • Well-groomed and professional, wearing a uniform

  • Host present during peak arrival times

  • Leadership is visible in the lobby during peak times

  • The Host directed the guest to the reception desk

  • Guest name used during the experience, when known

  • Further assistance offered to the guest

  • Warm and sincere closing offered and appreciation demonstrated

  • Arrival Experience - General Exterior Cleanliness

  • Arrival Experience - General Exterior Condition

  • Marriott logo flag meets standard

  • Walk-off mat meets standard

  • Main Entry/Vestibule Cleanliness - General

  • Main Entry/Vestibule Condition - General

  • Lobby Cleanliness - Floor

  • Lobby Condition - Floor

  • Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items

  • Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items

  • Enter Host name(s):

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

  • Warm welcome/greeting provided with using 15/5 rule

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

  • Well-groomed and professional, wearing a uniform

  • Uniform and name tag meet standard

  • Room number provided discreetly, non-verbally

  • The Host welcomed the mobile check-in guest with the appropriate language<br><br>Convey a sense of "We've been expecting you" (e.g. Because you used mobile check-in, we have your keys prepared for you; We've been expecting you; Thank you for using mobile check-in , we have your room ready; We have been preparing for you)<br>o It is NOT acceptable to ask the question "Are you checking in?"

  • The Host confirmed the Guest's name, length of stay, room type

  • The Host reviewed the method of payment

  • All Loyalty members are recognized at check-in.<br>The Host obtain Marriott Rewards # or if the guest does not have a Marriott rewards number, offer to sign them up and explain benefits.<br>The Host must verbally acknowledged at check-in:<br>> "I see you are a Platinum Elite Member."<br>> "Thank you for being a Gold Elite member of our loyalty program."<br>> "Thank guest for loyalty.

  • The Host handed the guest his/her key card packet and provided directions to the elevator or guestroom

  • The Host executed payment and key delivery components for mobile check-in<br>The Host must:<br>*Hand the guest key packet<br>*Provide directions to elevator<br>*Verbally confirm the method of payment

  • The check-in procedure met standard for time and was error free<br>The Host must:<br>>Provide a working key to the guest<br>>Assign the guest a clean and vacant room<br>>Perform check-in process within 5 minutes

  • The Host was knowledgeable about property offerings and/or the local areas

  • Guest name used during the experience, when known

  • The Host used the guest name at least three times during interaction

  • The Host Created a Personal Connection

  • The Host Responds to Cues

  • The Host offered Internet assistance at check-in

  • The Host offered further assistance to the guest

  • The Host demonstrated warm and sincere closing and Thank the guest

  • The Mobile Check-in Sign is present at all times

  • Botanical signature arrangement present in arrival area

  • MH arrival scent program meets standards

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.