Enter Host(s) Name:
Warm welcome/greeting provided- 15/5/acknowledged guest within a timely manner
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional, wearing a uniform. Present during peak arrival times.
Uniform and name tag meets standards.
Guest name used during the experience, when known
Arrival Experience - General Exterior Cleanliness
Guest’s email was verified (or added if they did not have one) so an email copy of their receipt could be sent.
Rewards status was acknowledged and Host thanked guest for their loyalty.
If Guest is a platinum elite, choice of bonus points or $10 F&B voucher was offered.
If Guest is a gold or platinum member, a late check-out was offered. Also, breakfast voucher or extra points offered if lounge is closed (it also must be notated on reservation properly- FB, VR, PB).
Host let Guest know about WiFi (if it is included in their reservation).
Host was knowledgeable about property and local area (if applicable)
Host handed guest their key card and provided directions to the elevator and/or guest room.
Host asked if Guest is Valet parking and added it correctly to reservation.
Host responds to cues (ex. guest says they are thirsty, offer a water)
Further assistance offered to the guest
Check-in procedure met standard for time and was error free (less than 5 minutes)
Host created a personal connection with the guest.
Warm and sincere closing offered and appreciation demonstrated
If guest used mobile check-in, host used correct verbiage "We've been expecting you!" and/or 'thank you for using mobile check-in"
Host reviewed method of payment.
Guest keys were made in advance (if not a mobile-key)