Title Page
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Document No.
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Conducted on
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Prepared by
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MIABB
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Personnel
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Attempted to acknowledge the guest standing in queue. <br><br>Host used 15/5
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Warm welcome/greeting provided? <br><br>If the host used the term “checkin in?” All points are lost.
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Good posture, smile, eye contact, and displayed attentive listening throughout the interaction?
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Body language and tone was welcoming, energetic and positive, and never makes interaction feel rushed or transactional.<br>Tone and Body language was welcoming<br>Not leaning on counter<br>Makes connection feel personal<br>
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Well groomed and professional, wearing full uniform and name tag. <br>Ex.<br>Nails are good<br>Hair is neat (facial hair for men as well)<br>Clothes are wrinkle free<br>Shoes are clean (and correct color and design)
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Guest was thanked for their loyalty and guest's Marriott Rewards status was acknowledged along with a detail regarding their rewards account.<br><br>If number is not on file, guest was asked if they are a member and if they'd like to join.
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Guest's requests/preferences were highlighted during the check-in process (Line 22)?
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Was the guest’s email confirmed upon checkin?
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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
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Host wrote their name on the keypacket and/or presented him/herself to the guest.
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Host used the Welcome Brochure (map) with resort fee, restaurants, times of operation and amenities.
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Host used guest's name during interaction, at least 3 times.
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Host created personal connection?
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Host responded to cues.
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Departure time was confirmed with guest, and if Gold or Platinum Elite, late checkout was offered?
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Was “Your Choice” mentioned upon check-in?
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Warm and sincere closing offered and appreciation shared
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Did the host come around the Pod and guide guest to elevator? (Doesn’t mean walking guest to elevator, means making face to face contact and showing where the elevator is from around the Pod)
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The check in took 5 minutes (including time in line) and was error free
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Host Signature to Confirm feedback was given
