Information
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MOBILE GUEST SERVICES: SS/ES Above Property Visit – Ops Review Questions
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Hotel name / Marsha code:
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Conducted on
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Name of the Auditor
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Location
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Personnel
Pre arrival planning
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Is there a process in place to ensure Mobile Check-In guests are prioritized on their day of arrival (i.e., housekeeping report)?<br> <br>
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Are keys prepared in advance?<br> <br>
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Are keys easily accessible at desk to hand to guest?<br> <br>
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Are Mobile Check-Ins pre-blocked with consideration of Elite Preferences and Special Requests as well as pre-rate qualified?<br> <br>
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Is there a process in place to communicate Mobile Check-Ins to appropriate departments?<br> <br>
Mobile check in experience
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Are guests welcomed with a “We have been expecting you!” and recognized with a “Thank you for using Mobile Check-In”?<br> <br>
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Do associates verify credit card by last 4 digits without swiping?<br> <br>
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Do associates confirm room type preferences and include Rewarding Welcome/Platinum Arrival Gift when applicable?<br> <br><br>
Promotions and signage
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Are associates engaged to sell/promote Mobile Guest Services to guests?<br> <br>
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Is Mobile Guest Services signage set up at the front desk (or appropriate place) and clearly visible to the guest?<br> <br>
Reporting and action planning
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Does the GM/Mobile Coach use the Daily Summary Report to show the hotel’s Mobile Guest Services trends on a daily basis?<br> <br>
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Does the GM/Mobile Coach follow up with staff on all transactions with a missed room ready notification?<br> <br>
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Are Mobile Survey and Performance Reports reviewed when available?<br> <br>
Training and hotel awareness
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Have new hires been trained on Mobile Guest Services Using eLearning or Coach-led training?<br> <br>
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Is ongoing training/communication in place to ensure the total hotel stays informed and engaged?<br> <br>
