Title Page
-
Audit Title:
-
Conducted on
-
Prepared by
-
Please Select Department being Audited
- Front Entrance/Lobby Arrival and Lobby
- Check-In
- Room Service/Fresh Bites
- Concierge/Executive Lounge
- Restaurant
- Bedroom
- Public Spaces
- Fitness Center
- Meeting
- Back of House and General
- Food Safety
- Great Room/ Lobby Bar
-
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
