Title Page
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Audit Title: BSA 2023 Training JW Marriott Berlin
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Conducted on
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Prepared by
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Front Office BSA Check-in Audit
- 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
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Enter Host name(s):
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Warm welcome/greeting provided
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Well-groomed and professional, wearing a uniform
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Host present during peak arrival times
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Leadership is visible in the lobby during peak times
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The Host directed the guest to the reception desk
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Guest name used during the experience, when known
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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Arrival Experience - General Exterior Cleanliness
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Arrival Experience - General Exterior Condition
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Marriott logo flag meets standard
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Walk-off mat meets standard
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Main Entry/Vestibule Cleanliness - General
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Main Entry/Vestibule Condition - General
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Lobby Cleanliness - Floor
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Lobby Condition - Floor
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Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items
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Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items
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Enter Host name(s):
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If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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Warm welcome provided using 15/5 rule and proper time of the day greeting
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Well-groomed and professional, wearing a uniform
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Uniform and name tag meet standard
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Room number provided discreetly, non-verbally
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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?"
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The Host confirmed the Guest's name, length of stay, room type
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The Host reviewed the method of payment
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The Host obtain Marriott Rewards # or recognize Elite Status. If the guest does not have a Marriott rewards number, offer to sign them up and explain benefits.
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The Host handed the guest his/her key card packet and provided directions to the elevator or guestroom
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The Host executed payment and key delivery components for mobile check-in
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The check-in procedure met standard for time and was error free
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The Host was knowledgeable about property offerings and the local area, as applicable
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Guest name used during the experience, when known
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The Host Created a Personal Connection
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The Host Responds to Cues
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The Host used the guest name at least three times during interaction
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The Host offered further assistance to the guest
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The Host demonstrated warm and sincere closing and Thank the guest
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The Mobile Check-in Sign is present at all times
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Botanical signature arrangement present in arrival area
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MH arrival scent program meets standards
