MIAAP - FO Audit - 2019

Attempted to acknowledge the guest standing in queue. Host used 15/5

Warm welcome/greeting provided? If the host used the term “checkin in?” All points are lost.

Good posture, smile, eye contact, and displayed attentive listening throughout the interaction?

Well groomed and professional, wearing full uniform and name tag.

Guest was thanked for their loyalty and guest's Marriott Bonvoy status was acknowledged along with a detail regarding their rewards account. If number is not on file, guest was asked if they are a member and if they'd like to join.

Was the guest’s email confirmed upon checkin?

If mobile - Host welcomed the mobile check-in guest with the appropriate language. Also host explained swipe to guest and key delivery components for mobile check-in

Host reviewed the method of payment.

Room number provided discreetly, non-verbally.

Host handed the guest his/her key card packet and provided directions to the elevator.

Host presented him/herself to the guest.

Host used the Welcome Brochure (map) with resort fee, restaurants, times of operation and amenities.

Host used guest's name during interaction, at least 3 times.

Host created personal connection?

Host responded to cues.

Asked guest if he parked with us and programmed key accordingly

Departure time was discussed with guest, and if Gold or above, late checkout was offered?

Further assistance offered to the guest.

Was “Your Choice” mentioned upon check-in?

Warm and sincere closing offered and appreciation shared

Did the host guide guest to elevator?

The check in took 5 minutes (including time in line) and was error free