Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
Check In
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If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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Warm welcome/greeting provided
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Mobile Check-In Welcome meets standards.<br>Mark N/A if any of the following:<br>• Guest check-in was conducted via standard check-in<br>• Hotel located in Venezuela<br>The associate must welcome the mobile check-in guest minimally with:<br>• Acknowledgement that they are a mobile guest ( e.g.,, Thank you for using mobile check-in, What did you think of mobile check-in?)<br>• Convey a sense of "We've been expecting you" ( e.g.,, Because you used mobile check-in, we have your keys prepared for you; We've been expecting you; Thank you for using mobile check-in , we have your room ready; We have been preparing for you)<br>• Recognize preferences ( e.g.,, Room type)<br>Mark No if any of the above criteria is not met
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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
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Name tag meets standard
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Room number provided discreetly, non-verbally
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Associate offers enrollment into Marriott Bonvoy to guest at check-in
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All Marriott Bonvoy members are recognized at check-in
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Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade
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Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in
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Internet assistance offered at check-in
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The associate was knowledgeable about property offerings
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The associate executed payment and key delivery components for mobile check-in
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Marriott Bonvoy Key Packet Delivery meets standard
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Guest name used during the experience
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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Check-in procedures meet standards
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The overall experience met guest expectations and was free of negative detractors
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Marriott Bonvoy signage meets standard
Guest Request
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Telephone - Telephone etiquette meets standard
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Telephone – Warm welcome/greeting provided
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Telephone - The associate uncovered the guest's need
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Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding
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Telephone - Guest name used during the experience
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Telephone - Further assistance offered to the guest
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Telephone - Warm and sincere closing offered and appreciation demonstrated
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Telephone - The overall experience met guest expectations and was free of negative detractors
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Delivery meets standard. Delivery meets standard<br>Mark N/A if item is to be picked up at front desk<br>The associate must minimally:<br>• Deliver the item within (5) minutes of the stated time, OR<br>• Take no longer than 30 minutes (if time is not stated)<br>It is acceptable for an item to be delivered earlier than the given delivery time<br>Mark No if any of the above criteria is not met
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Delivery/Pick Up - Room delivery announcement meets standard
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Delivery/Pick Up - Warm welcome/greeting provided
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Delivery/Pick Up - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Delivery/Pick Up - Well-groomed and professional, wearing a uniform
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Delivery/Pick Up - The associate confirmed the item with the guest and offered to set-up the item
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Delivery/Pick Up - The requested item was neat, clean and in good condition
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Delivery/Pick Up - Guest name used during the experience
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Delivery/Pick Up - Further assistance offered to the guest
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Delivery/Pick Up - Warm and sincere closing offered and appreciation demonstrated
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Delivery/Pick Up - The overall experience met guest expectations and was free of negative detractors
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Bar/Lounge
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If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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Restaurant
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Dinner
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Warm welcome/greeting provided
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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
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Name tag meets standard
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Table service meets standard<br>Mark N/A if any of the following:<br>• Bar is a licensed concept<br>• Area is under complete renovation and not available for guest use<br>• Bar area does not have tables (bar seating only)<br>Table service must meet the following:<br>• Available (i.e., guests must be served by a server when seated away from the bar)<br>• Guest must be able to place an order with a server without waiting more than (5) minutes<br>Mark No if any of the above criteria is not met
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Guest name used during the experience
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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The overall experience met guest expectations and was free of negative detractors
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Bar/Lounge table and table setting clean and in good condition
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BEST BREWS: Moments occur daily<br>Scripted Moments are:<br>• Daily F&B Promotions (from page 32 of the Activation Guide)<br>• They must be:<br>o One of the approved Moments from the Activation Guide<br>o Offered pro-actively<br>Mark No if any of the above criteria is not met
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BEST BREWS: Best Brews and BBQ weekly event or free evening buffet is not offered
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BEST BREWS: Music meets standards
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BEST BREWS: Menu meets standard Menus must be:<br>• Presented to guest In correct brand specification
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BEST BREWS: Local draft beer meets standard
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BEST BREWS: The associate is knowledgeable about Best Brews
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BEST BREWS: Bar area collateral meets standard
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BEST BREWS: Glassware/coaster meets standard
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BEST BREWS: Public area collateral meets standard
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Bottled Beer Offering meets standard
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Spirits Offering meets standard AP<br>Hotels must minimally offer the following:<br>• Vodka (well), Absolut<br>• (3) Vodka (call), Absolut Flavours<br>• Vodka (call), Absolut Elyz<br>• Gin (well), Beefeater<br>• Whiskey - Irish (well), Jameson<br>• Tequila (well), Olmeca<br>o It is acceptable for hotels in India to not offer Tequila<br>• Cognac (call) – Martell Cordon Bleu<br>Minimally (1) of the following well and (1) call type must be offered:<br>• Gin (call), Beefeater 24<br>• Gin (call), Monkey 47<br>• Blended Whiskey (well), Chival Regal 12-year<br>• Blended Whiskey (well), Ballentine’s 12-year<br>• Blended Whiskey (call), Chival Regal 18-Year<br>• Blended Whiskey (call), Ballentine’s 17-Year<br>• Single Malt Whisky (well), The Glenlivet 12-Year<br>• Single Malt Whisky (well), The Glenlivet Founder’s Reserve<br>• Single Malt Whisky (well), The Glenlivet Excellence<br>• Single Malt Whisky (well), Aberlour 12-Year<br>• Single Malt Whisky (call), Glenlivet 15-Year<br>• Single Malt Whisky (call), Aberlour 16-Year<br>• Cognac (well), Martell VSOP<br>• Cognac (well), Martell Noblige<br>• Liqueur (well), Ricard<br>• Liqueur (well), Malibu<br>• Liqueur (well), Kahlua
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Bar/Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments
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Bar/Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments
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Bar/Lounge Cleanliness - Floor
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Bar/Lounge Condition - Floor
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Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items
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Bar/Lounge Condition - Furniture/Equipment/Décor Items
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Bar/Lounge Service Area and Equipment Cleanliness
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Bar/Lounge Service Area and Equipment Condition
Restaurant
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Buffet/Dining Area Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Buffet/Dining Area Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Buffet/Dining Area Cleanliness - Floor
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Buffet/Dining Area Condition - Floor
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Buffet/Dining Area Cleanliness - Furniture/Equipment/Decor Items
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Buffet/Dining Area Condition - Furniture/Equipment/Decor Items
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Buffet/Dining Area and Equipment Cleanliness
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Buffet/Dining Area Equipment Condition
Breakfast F&B
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Warm welcome/greeting provided
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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
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Guest name used during the experience, when known
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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The overall experience met guest expectations and was free of negative detractors
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Breakfast is available
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Check Presentation meets standard Minimally, check is presented:<br>• (AP): After food is ordered
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Menu meets standard Menus must be:<br>• In correct brand specification<br>• Offering minimum menu requirements, by continent
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Children's menu meets standard Menus must be:<br>• Available<br>• In correct brand specification ( e.g.,, kid’s placemat)<br>• Offering minimum menu requirements, by continent
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Coffee/tea meets standard Restaurant coffee/tea must be:<br>• Available<br>• (AP): (6) Teas
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Premium specialty coffee meets standard ( e.g.,, espresso, cappuccino, latte) must be:<br>• Available<br>• Not offered complimentary
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Signature coffee offerings meet standard
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Salad and Noodle bar meet standards Minimally the following must be in place:<br>• Salad bar<br>• Noodle bar<br>o Live station where Asian soup noodles are prepared
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Breakfast Buffet: Breakfast Beverages meet standard The following beverage items must be in place:<br>• Juices:<br>o Orange<br>o (2) other selections<br>• Coffee:<br>o Regular<br>o Decaffeinated<br>• Tea:<br>o Black Tea (English Breakfast)<br>o Green tea<br>o Earl Grey<br>o Jasmine<br>o Chrysanthemum (it is acceptable for hotels in India to not offer Chrysanthemum)<br>o Pu-erh (it is acceptable for hotels in India to not offer Pu-erh)
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Breakfast Buffet: Cereals and Oatmeal meet standards (AP) 3) Cereals:<br>o Cold<br>o Non-sweet ( e.g.,, corn flakes, rice bubbles, muesli flakes)<br>o Sweet ( e.g.,, chocolate pops, sugar frosties, honey puff)<br>• (1) Cereal, hot<br>• (5) Toppings:<br>o Brown sugar<br>o Raisins<br>o (2) other dried fruit<br>o Honey<br>Mark No if any of the above criteria is not met
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Breakfast Buffet: Pancake/Waffle/French Toast section meets standards The following minimum food items must be in place<br>• Minimally, (1) of the following must be offered:<br>o Waffles<br>o Pancakes<br>o French Toast<br>• Syrup - maple<br>• Toppings:<br>o Butter<br>o Sliced bananas in caramel sauce<br>o (2) other fruits ( e.g.,, strawberries, cherries) (1) of the following nuts:<br>▪ Almonds<br>▪ Pistachios<br>▪ Macadamia<br>Mark No if any of the above criteria is not met
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Breakfast Buffet: Hot protein items meet standards
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Breakfast Buffet: Meat and cheese meets standard The following food items must minimally be in place:<br>• Cheeses:<br>o (1) Soft ( e.g.,, Brie, camembert)<br>o (1) Hard ( e.g.,, Swiss, Cheddar)<br>o (1) Whipped cream cheese<br>• (2) Cold cuts ( e.g.,, cured meats, honey roast ham, salami)<br>• (1) mustard or chutney<br>• (1) Cracker<br>• Marinated feta in olive oil
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Breakfast Buffet: Dairy Items meet standard
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Breakfast Buffet: Fruit meets standard The following food items must minimally be in place:<br>• Fruit:<br>o (3) Whole ( e.g.,, apples, banana)<br>o (4) "Cut" fruit<br>▪ It is acceptable if up to (2) cut fruits are types of melon ( e.g.,, cantaloupe, watermelon) ▪ Non-melon fruits should be local seasonal fruit ( e.g.,, mango, pear)<br>▪ It is acceptable if small fruit is washed and left whole ( e.g.,, strawberries, blueberries, cherries)<br>▪ Canned or tinned fruit is not acceptable
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Breakfast Buffet: Pastry Section meets standards The following food items must be in place:<br>• (3) Breads<br>• (1) Gluten-free bread
Service General
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Telephone - Telephone etiquette meets standard
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Telephone - Warm welcome/greeting provided
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Telephone - Greeting meets standard Telephone - Greeting meets standard<br>External calls must minimally include:<br>• Associate’s name<br>• Hotel name<br>Internal calls must minimally include:<br>• Associate’s name<br>Mark No if any of the above criteria is not met
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Telephone - Guest name used during the experience,
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Service Recovery Process meets standard (Listen, Resolve, Notify)
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Service Recovery Process meets standard (Empathize, Apologize)
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Indicate which non-required collateral is still in place, if any
Bedroom
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Entry door safety features are fully functional
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Smoke detector functional
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Guestroom wireless internet access meets standard
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Closet Amenities meet standard
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Guestroom Coffee/Tea meets standard AP, <br>• Coffee<br>o (1) premium quality regular coffee
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Guestroom Water Bottle meets standard
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Guestroom Collateral meets standard Rooms must minimally have in Brand specification for:<br>• Do Not Disturb<br>o It is acceptable for DND to be electronic<br>• Compendium/Guest Service Directory<br>o It is acceptable for the Guest Service Directory to be on the television<br>It is acceptable for Quebec hotels to utilize alternate collateral specifications
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Doorknob and compendium breakfast menu meets standard
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Reading Materials meet standards
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Guestroom recycling meets brand standard
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Television meets standard
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Telephones meet standards
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Notepad and Pen meet standard
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Alarm clock/clock radio meets standards
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Bedside power meets standards
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Logo meets standard
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Duvet/comforter and decorative top sheet meet standard
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Mattress pad, linen, and bed skirt meet standard
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Pillows meet standard<br>Mark N/A if room has been "pre-blocked" with a special request for pillows and documentation provided<br>The following pillow arrangements must be present:<br>• (4) pillows, sized to match bed size<br>o (2) natural/feather<br>o (2) synthetic/foam<br>AP/CALA/EUR/MEA:<br>• Twin Bed (where applicable):<br>o (2) King pillows<br>▪ (1) natural/feather<br>▪ (1) synthetic/foam (hypoallergenic)<br>Mark No if any of the above criteria is not met
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Bedroom/Bathroom Odor is neutral
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Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork
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Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork
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Bedroom Cleanliness - Ceiling
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Bedroom Condition - Ceiling
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Bedroom Cleanliness - Flooring/Carpet
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Bedroom Condition - Flooring/Carpet
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Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe
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Bedroom Cleanliness - Coffee Set Up/Ice
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Bedroom Condition - Closet Area/Ironing Board/Iron/Safe
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Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar
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Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar
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Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables
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Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables
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Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)
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Bedroom Condition - Desk/Desk Chair/Trashcan(s)
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Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)
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Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)
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Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral
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Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral
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Bedroom Cleanliness - Lamps/Lighting
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Bedroom Condition - Lamps/Lighting
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Bedroom Cleanliness - Windows/Window Treatments
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Bedroom Condition - Windows/Window Treatments
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Bedroom Cleanliness - HVAC/Ventilation
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Bedroom Condition - HVAC/Ventilation
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Bedroom Cleanliness - Balcony/Patio Furniture/Area
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Bedroom Condition - Balcony/Patio Furniture/Area
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Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring
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Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring
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Bedroom Cleanliness - Bedding/Linens/Coverlets/Free of Wrinkles
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Bedroom Condition - Bedding/Linens/Coverlets
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Bedroom Cleanliness - Pillows
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Bedroom Condition - Pillow Fold Test
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Bedroom Condition - Pillows/Shams
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Room/Suite is free of pests
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The experience met guest expectations and was free of negative detractors
Bathroom
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Bath Vanity Amenities meet standards<br>Bath Vanity Amenities must minimally include:<br>• Facial tissues with box cover<br>• Waste basket, with liner<br>o Plastic bags are not permitted<br>• (2) Water glasses, on coasters (CALA, EMEA)<br>• Shoe mitt (AP)<br>It is acceptable for the tissue box to be built into the vanity<br>It is acceptable for mouth wash and vanity kit/pack to be present<br>Mark No if any of the above criteria is not met
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Bath Terry meets standard<br>Bath Terry must minimally include:<br>• White<br>• Match within room<br>• (1) Bath mat • Guestroom with (2) or more beds<br>o (3) Bath towels<br>o (3) Hand towels<br>o (3) Washcloths<br>• Guestroom with (1) bed:<br>o (2) Bath towels<br>o (2) Hand towels<br>o (2) Washcloths<br>Mark No if any of the above criteria is not met
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Shower curtain rod meets standard<br>Mark N/A if bathroom has shower door<br>If shower curtain is in place, bathroom must have a curved shower rod<br>Mark No if any of the above criteria is not met
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Bathroom Cleanliness - Doors/Walls/Baseboards
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Bathroom Condition - Doors/Walls/Baseboards
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Bathroom Cleanliness - Ceiling
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Bathroom Condition - Ceiling
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Bathroom Cleanliness - Floor
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Bathroom Condition - Floor
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Bathroom Cleanliness - Sink/Counter/Shelves/Faucets
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Bathroom Condition - Sink/Counter/Shelves/Faucets
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Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures
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Bathroom Condition - Mirrors/Lighting/Light Fixtures
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Bathroom Cleanliness - Vents/Exhaust Fans
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Bathroom Condition - Vents/Exhaust Fans
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Bathroom Cleanliness - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)
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Bathroom Condition - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)
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Bathroom Cleanliness - Linens/Terry
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Bathroom Condition - Linens/Terry
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Bathroom Cleanliness - Toilet
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Bathroom Condition - Toilet
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Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod
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Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod
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Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures
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Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures
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Program-required Bath Amenities meet standard
Elevator
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Elevators Cleanliness - General
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Elevators Condition - General
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Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Corridors/Stairways Cleanliness - Floor
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Corridors/Stairways Condition - Floor
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Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items
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Corridors/Stairways Condition - Furniture/Equipment/Décor Items
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Vending Area Cleanliness - General
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Vending Area Condition - General
Lobby
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All lobby and public areas are free of clutter
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Music meets standard
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Scent program meets standard
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Public Space wireless internet access meets standard
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Checkpoint/front desk shelving meets standard
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Checkpoint/Global Play Artifacts meets standard
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Complimentary Coffee Cleanliness - General
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Complimentary Coffee Condition - General
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Complimentary Coffee Condition - General
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Main Entry/Vestibule Condition - General
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Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Lobby Cleanliness - Floor
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Lobby Condition - Floor
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Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items
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Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items
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Lounge Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Lounge Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Lounge Cleanliness - Floor
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Lounge Condition - Floor
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Lounge Cleanliness - Furniture/Equipment/Décor Items
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Lounge Condition - Furniture/Equipment,/Décor Items
Business Center
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Hours of operations meet standards
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Business services equipment meets standards Mark N/A if area is under complete renovation and not available for guest use<br>Business services include, at a minimum:<br>• Access to PC workstation with internet<br>• Basic office supplies<br>Mark No if any of the above criteria is not met
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Guest Printing meets standards
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Business Center Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Business Center Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Business Center Cleanliness - Floor
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Business Center Condition - Floor
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Business Center Cleanliness - Furniture/Equipment/Décor Items
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Business Center Condition - Furniture/Equipment/Décor Items
Public Restrooms
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Public Restroom meets standards<br>Mark N/A if the public restroom is under complete renovation and not available for guest use<br>Hotels with multiple public restroom locations, choose (1) set of restrooms to check<br>Public restroom must have the following:<br>• Toilet tissue<br>• Hand towels or hand dryer<br>• Facial tissue<br>• Waste basket<br>Mark No if any of the above criteria is not met
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Public Restrooms Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Partitions
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Public Restrooms Condition - Walls/Doors/Ceiling/Vents/Lighting/Partitions
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Public Restrooms Cleanliness - Floor
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Public Restrooms Condition - Floor
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Public Restrooms Cleanliness - Toilets/Urinals
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Public Restrooms Condition - Toilets/Urinals
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Public Restrooms Cleanliness - Sinks/Vanity/Mirrors
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Public Restrooms Condition - Sinks/Vanity/Mirrors
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Public Restrooms Cleanliness - Furniture/Equipment/Décor Items
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Public Restrooms Condition - Furniture/Equipment/Décor Items
Meeting Room/Function Space
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Meeting services meets standard<br>Mark N/A if any of the following:<br>• Meeting room is under complete renovation and not in guest use<br>• Hotel does not have a meeting room<br>If no meetings are pre-set or all rooms are occupied, ask one associate to describe how a room is pre-set for guest's arrival<br>Meeting rooms must minimally include:<br>• Group signage professionally printed or digitally displayed<br>• Audio visual<br>• Pad<br>• Pen<br>Mark No if any of the above criteria is not met
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Meeting Room Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Meeting Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Meeting Room Cleanliness - Floor
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Meeting Room Condition - Floor
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Meeting Room Cleanliness - Furniture/Equipment/Décor Items
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Meeting Room Condition - Furniture/Equipment/Décor Items
Fitness Center
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Fitness Center accessibility meets standard<br>Mark N/A if any of the following:<br>• Hotel does not have a fitness center/exercise room<br>• Fitness center/exercise room is under complete renovation and not available for guest use<br>• Facility is leased and not operated by hotel<br>• Facility is outside/adjacent to hotel<br>Fitness center must be:<br>• Accessible via key card access and/or available on request 24 hours a day<br>• Complimentary<br>It is acceptable for hours of operations to be 6:00 am - 11:00 pm when access to fitness center is through the pool that is not staffed at all times<br>Mark No if any of the above criteria is not met
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Fitness Center music meets standard
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Fitness Center telephone meets standards
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Fitness Center amenities meet standards
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Fitness Center equipment meets standard - cardio
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Fitness Center equipment meets standard – weight training
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Fitness Center/Exercise Room Cleanliness -Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Fitness Center/Exercise Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
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Fitness Center/Exercise Room Cleanliness - Floor
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Fitness Center/Exercise Room Condition - Floor
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Fitness Center/Exercise Room Cleanliness - Furniture/Equipment/Décor Items
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Fitness Center/Exercise Room Condition - Furniture/Décor Items
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Fitness Center/Exercise Room Condition - Equipment
Pool
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Pool towel placement meets standard<br>Mark N/A if any of the following:<br>• Hotel does not have a pool<br>• Pool is under complete renovation and not available for guest use<br>• Facility is leased and not operated by hotel<br>• Pool is outside/adjacent to hotel<br>Towels are located near the pool area<br>Mark No if any of the above criteria is not met
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Pool Area Cleanliness - Walls/Fencing/Doors/Ceiling/Windows/Treatments
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Pool Area Condition - Walls/Fencing/Doors/Ceiling/Windows/Treatments
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Pool Area Cleanliness - Floor/Deck
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Pool Area Condition - Floor/Deck
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Pool Area Cleanliness - Furniture/Equipment/Décor Items
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Pool Area Condition - Furniture/Equipment/Décor Items
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Pool/Whirlpool Cleanliness
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Pool/Whirlpool Condition
Exterior
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All exterior accent and signage lighting is operational
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Exterior Cleanliness - Signs/Flags/Flagpoles
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Exterior Condition - Signs/Flags/Flagpoles
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Exterior Cleanliness - Parking Lot/Garage/Curbs
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Exterior Condition - Parking Lot/Garage/Curbs
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Exterior Cleanliness - Landscaping/Shrubbery/Trees
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Exterior Condition - Landscaping/Shrubbery/Trees
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Exterior Cleanliness - Outbuildings/Building Facade/Windows
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Exterior Condition - Outbuildings/Building Facade/Windows
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Exterior Cleanliness - Entrances/Walkways/Exterior Stairs/Sidewalks
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Exterior Condition - Entrances/Walkways/Exterior Stairs/Sidewalks
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Exterior Cleanliness - Outdoor Experience/Barbeque Area/Gazebo/Pavilion
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Exterior Condition - Outdoor Experience/Barbeque Area/Gazebo/Pavilion
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Courtesy Vehicle Condition - General
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Courtesy Vehicle Cleanliness - General
Back/Heart of House
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Was there clear indication of a compromise in anonymity and attempt to stage any of the encounters or facilities?
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Hotel has been owned or managed by the same owner or management company for the last 13 months
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Disposable Food & Beverage Containers meet standard
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Daily Service Training topics are conducted
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Associate can explain Marriott Bonvoy member benefits
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Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and Ambassador Elite members
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Temporary signage meets standard
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Public space logo meets standard
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guestVoice Alert Response Rate meets standard<br>Mark N/A if you find any of the following:<br>• Hotel does not meet the guestVoice Alert Response Rate standard<br>• Hotel provided documentation that an owner or management company change has occurred within the last 3 months<br>• Hotel opened within the last 90 days<br>• Hotel has 2000 rooms or more (AUTO)<br>• guestVoice is unavailable due to technical issues<br>• Property does not participate in guestVoice program<br>Hotel WILL RECEIVE 4 points if the guestVoice Alert Response standard detailed below IS met<br>Hotel WILL NOT LOSE any points if the guestVoice Alert Response standard detailed below IS NOT met<br>guestVoice Alert Response Standard<br>Hotel must respond to guestVoice Alerts within 72 hours by an approved response method for GSS, TripAdvisor and Marriott Verified Reviews (MVR)<br>• Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR • Compliance will be measured on total rolling 3-month performance at or above 90%<br>• An alert is a negative survey/review from a guest.<br>o Guest Satisfaction Survey (GSS); triggered by scores < 6<br>o Marriott Verified Reviews (MVR); triggered by scores < 3<br>o TripAdvisor; triggered by scores < 3<br>Note: Rolling 3-month performance only includes information since opening date or since participating in the guestVoice standard. In addition, only hotels where the standard has been active at least 3 months will be audited.<br>Approved Response Methods<br>Hotel must respond to guestVoice Alerts using ONE of the following approved response methods:<br>• Email to the guest using a rapid response template within the guestVoice platform for GSS<br>• Response posted to a MVR through guestVoice<br>• TripAdvisor review response posted online<br>Ask associate to:<br>• Log-on to guestVoice;<br>• From guestVoice home page, access the Property Dashboard<br>• Scroll down to the Guest Alert Response Standard Compliance (3 Month Rolling) box<br>Verify Total rolling 3-month performance is 90.0% or higher<br>• Mark YES if Total rolling 3-month performance is higher than 90%<br>• Mark N/A if Total rolling 3-month performance is lower than 90% (no points are lost)
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Average Chat Response Rate meets standard
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Rooms Preventative Maintenance (RPM) Program meets standard<br>Mark N/A if any of the following:<br>• Hotel opened in the prior year<br>• Hotel has provided documentation that an owner or management company change has occurred within the last 90 days<br>Guestrooms must be free of defects, well-maintained, functional; kept in like-new condition, including all guest offerings.<br>The Rooms Preventative Maintenance (RPM) Program includes three components: General Clean (GC), Preventative Maintenance (PM) and Carpet Cleaning.<br>General Clean (GC), Preventative Maintenance (PM) and Carpet Cleaning must be executed in each Guestroom and tracked a minimum of three (3) times within the last 12 months Once in each of the following periods:<br>• Jan, Feb, Mar, Apr<br>• May, Jun, Jul, Aug<br>• Sep, Oct, Nov, Dec<br>OR<br>• Once every 17 weeks<br>Randomly select a room<br>Ask to see documentation and verify:<br>Both GC and PM have been performed at least 3 times within the past 12 months<br>• It is acceptable for the GC and/or RPM/PM process to be completed within 2 weeks of each other for the same room<br>The carpet has been cleaned at least 3 times within the past 12 months<br>• If only rugs are present, evaluate the rugs as if they are carpets • If no carpets or rugs are present, only evaluate GC and PM<br>Marriott Managed properties must use Transcendent to schedule, track and document activities. The job aid below will assist properties with providing the required reports. https://trmarriott.mintek.com/TrWeb/ContentManager/GetFile.aspx?file=56b0a2db-5c1f-4eaf-b9f4-ff5621bf4cd1<br>Franchise properties may use any form of documentation but documentation presented must show each of the following tasks were completed:<br>• General Cleaning (GC)<br>• Preventative Maintenance (PM)<br>• Carpet Cleaning<br>If a room was unavailable for any period of time ( e.g.,, renovation), no RPM program documentation is needed during that time period. However, all 3 components of the RPM program must still be documented during the time when room is available to be occupied by guests ( e.g.,, room renovation May-Jun, all components of the RPM program must be documented in Jan-Apr and Jul-Dec).<br>Mark No if any of the above criteria is not met
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Empower: Guest Experience (GXP) Usage meets standards
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Pre-Arrival Planning Program meets standard
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Straw Usage throughout Property meets standards
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Pepsi standard is in compliance • Pepsi<br>• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)<br>• 7-Up, Schweppes Lemonade, or Sierra Mist
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Back/Heart of House Cleanliness
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Randomly selected Fire/Life Safety item is compliant
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Sanitizing wipes/kits present in guestrooms prior to arrival
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Protocols for servicing a guestroom with a known/presumed COVID guest meet standard
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COVID housekeeping protocols for Guestrooms meet standard
Food Safety
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Personal hygiene procedures are followed
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Dishwashing machines properly maintained and operated
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Facility is clean and in good condition