Title Page

  • Document No.

  • Conducted on

  • Personnel

  • 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.<br>

  • 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

Mobile Check-in

  • 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)

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