MCOWC SEA FD / C-I

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Host being audited?

Basics

• Host in complete uniform (pressed), including pearls (females), name tag, hair well groomed, cleanly shaved (males), etc...(5 pts)?<br>

  Yes

  No

  N/A

• Host is wearing radio and has their bank at the front desk? (5 pts)

  Yes

  No

  N/A

• Host used body language that was both warm and inviting? Associate is stationed at an individual terminal and is not gathered with other hosts at the front desk? (5 pts)

  Yes

  No

  N/A

• Host provided a warm smile and welcomed the guest using the 15/5 rule while stopping all side conversations and using the appropriate greeting - "Good afternoon, welcome to the Orlando World Center Marriott, how may I assist you? (5 pts)

  Yes

  No

  N/A

• Once the guest name was established, the host used the guest name two times in conversation? (5pts)

  Yes

  No

  N/A

• The host asked the guest if they have stayed with us before? (5 pts)

  Yes

  No

  N/A

• Did the host welcome the guest back?

  Yes

  No

  N/A

• The front desk host verified the virtual concierge request and it was honored? (5pts)

  Yes

  No

  N/A

• Did the host verify the following guest information:

• Verified drivers license?

  Yes

  No

  N/A

• Required reservation ID such as AAA?

  Yes

  No

  N/A

• Verified arrival and departure date?

  Yes

  No

  N/A

• Verified and collected method of payment?

  Yes

  No

  N/A

Marriott Rewards

• Verified Marriott Rewards?

  Yes

  No

  N/A

• Did the Host offer to enroll in the program if they were not a member?

  Yes

  No

  N/A

• If the guest is an elite member, did the host used the proper verbiage: "we appreciate your loyalty as a ............. Member?

  Yes

  No

  N/A

Room

• The host confirmed the guests room preference. "We have you confirmed for a non-smoking room with 2 double beds as requested. Is this still your preference? (5pts)

  Yes

  No

  N/A

• Offered the guest an upgrade using the correct verbiage, "We have an upgraded room available... Are you interested?" (10pts)

  Yes

  No

  N/A

• Room was discreetly provided to the guest? (5pts)

  Yes

  No

  N/A

• The host reviewed the resort fee (or world pass) if the account was not flagged "X8"? (5 pts)

  Yes

  No

  N/A

• Host asked the guest if they were self parking or valet parking a vehicle on property? Explained parking rates? (5pts)

  Yes

  No

  N/A

• The host offered e-folio option or confirmed email on file? (5pts)

  Yes

  No

  N/A

Closing/ Summary

• Host thanked the guest for staying at the World Center and offered their name to the guest for further assistance? (5pts)

  Yes

  No

  N/A

• The host made a connection with the guest and overall experience was free of negative detractors? (7pts)

  Yes

  No

  N/A

• The check in did not take more than 7 minutes? (5pts)

  Yes

  No

  N/A

• The host did not leave the guest alone during the check in? (10pts)

  Yes

  No

  N/A

• If you were the guest, what score would you give for "check-in experience" on the GSS survey?

• We need to recover this guest! Go into recovery mode and see what we can do to ensure complete satisfaction!

• Still some work to be done.

• What could they have done to make this brilliant?

• Excellent!

• Please explain why?

• Host's Signature:

  Sign

• Supervisor's Signature:

  Sign