Host being audited?
Host in complete uniform (pressed), including pearls (females), name tag, hair well groomed, cleanly shaved (males), etc...(5 pts)?
Host is wearing radio and has their bank at the front desk? (5 pts)
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)
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)
Once the guest name was established, the host used the guest name two times in conversation? (5pts)
The host asked the guest if they have stayed with us before? (5 pts)
Did the host welcome the guest back?
The front desk host verified the virtual concierge request and it was honored? (5pts)
Did the host verify the following guest information:
Verified drivers license?
Required reservation ID such as AAA?
Verified arrival and departure date?
Verified and collected method of payment?
Verified Marriott Rewards?
Did the Host offer to enroll in the program if they were not a member?
If the guest is an elite member, did the host used the proper verbiage: "we appreciate your loyalty as a ............. Member?
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)
Offered the guest an upgrade using the correct verbiage, "We have an upgraded room available... Are you interested?" (10pts)
Room was discreetly provided to the guest? (5pts)
The host reviewed the resort fee (or world pass) if the account was not flagged "X8"? (5 pts)
Host asked the guest if they were self parking or valet parking a vehicle on property? Explained parking rates? (5pts)
The host offered e-folio option or confirmed email on file? (5pts)
Host thanked the guest for staying at the World Center and offered their name to the guest for further assistance? (5pts)
The host made a connection with the guest and overall experience was free of negative detractors? (7pts)
The check in did not take more than 7 minutes? (5pts)
The host did not leave the guest alone during the check in? (10pts)
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?
Please explain why?