Title Page
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Document No.
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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- 15/5/acknowledged guest within a timely manner
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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. Present during peak arrival times.
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Uniform and name tag meets standards.
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Guest name used during the experience, when known
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Arrival Experience - General Exterior Cleanliness
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Guest’s email was verified (or added if they did not have one) so an email copy of their receipt could be sent.
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Rewards status was acknowledged and Host thanked guest for their loyalty.
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If Guest is a platinum elite, choice of bonus points or $10 F&B voucher was offered.<br>
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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).
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Host let Guest know about WiFi (if it is included in their reservation).
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Host was knowledgeable about property and local area (if applicable)
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Host handed guest their key card and provided directions to the elevator and/or guest room.
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Host asked if Guest is Valet parking and added it correctly to reservation.
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Host responds to cues (ex. guest says they are thirsty, offer a water)
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Further assistance offered to the guest
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Check-in procedure met standard for time and was error free (less than 5 minutes)
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Host created a personal connection with the guest.
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Warm and sincere closing offered and appreciation demonstrated
Mobile Check-in
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If guest used mobile check-in, host used correct verbiage "We've been expecting you!" and/or 'thank you for using mobile check-in"
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Host reviewed method of payment.
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Guest keys were made in advance (if not a mobile-key)
