Title Page
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Document No.
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Audit Title
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Conducted on
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Personnel
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Enter Host(s) Name:
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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?<br>Mark N/A if the Host/Leader is engaged with another guest<br>The Host (e.g. Door, Bell Valet, Lobby Greeter) must:<br>•Be present during peak arrival hours<br>It is acceptable for the Host to be located in the lobby or front entrance (inside or outside)<br>Mark NO if any of the above criteria is not met <br>
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Leadership is visible in the lobby during peak times<br>Mark N/A if auditor arrives after the property's scheduled peak hours<br>Mark NO if leadership is not visible in the lobby during peak times<br>
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The Host directed the guest to the reception desk <br>Mark N/A if the Host/Leader is engaged with another guest<br>Mark NO if the Host did not direct the guest to the reception desk<br>
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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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The overall experience met guest expectations and was free of negative detractors
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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?<br>Mark N/A if any of the following:<br>•Logo flag not present<br>•Hotel is a Marriott Conference Center<br>Marriott logo flag, if displayed, must be in the current brand voice specification<br><br>Mark NO if any of the above criteria is not met<br>
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Walk-off mat meets standard<br><br>Mark N/A if any of the following:<br>•No guest facing walk-off mats present<br>•Hotel is a Marriott Conference Center<br><br>All guest-facing walk-off mats must minimally be:<br>•In current brand voice with current logo<br>•Charcoal-gray or black in color<br><br>It is not acceptable if walk-off mat uses the current property-specific logo<br><br>It is acceptable if installed Pedi mats have property-specific logo, previous MH logo or no logo<br><br>Evaluate front entrance and other guest-facing walk off mats encountered<br><br>Mark NO if any of the above criteria is not met<br>
