Title Page

  • Site conducted

  • Conducted on

  • Prepared by

  • Location

Check In

  • If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  • Warm welcome/greeting provided

  • 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

  • Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  • Well-groomed and professional, wearing a uniform

  • Name tag meets standard

  • Room number provided discreetly, non-verbally

  • Associate offers enrollment into Marriott Bonvoy to guest at check-in

  • All Marriott Bonvoy members are recognized at check-in

  • Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade

  • Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in

  • Internet assistance offered at check-in

  • The associate was knowledgeable about property offerings

  • The associate executed payment and key delivery components for mobile check-in

  • Marriott Bonvoy Key Packet Delivery meets standard

  • Guest name used during the experience

  • Further assistance offered to the guest

  • Warm and sincere closing offered and appreciation demonstrated

  • Check-in procedures meet standards

  • The overall experience met guest expectations and was free of negative detractors

  • Marriott Bonvoy signage meets standard

Guest Request

  • Telephone - Telephone etiquette meets standard

  • Telephone – Warm welcome/greeting provided

  • Telephone - The associate uncovered the guest's need

  • Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding

  • Telephone - Guest name used during the experience

  • Telephone - Further assistance offered to the guest

  • Telephone - Warm and sincere closing offered and appreciation demonstrated

  • Telephone - The overall experience met guest expectations and was free of negative detractors

  • 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

  • Delivery/Pick Up - Room delivery announcement meets standard

  • Delivery/Pick Up - Warm welcome/greeting provided

  • Delivery/Pick Up - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  • Delivery/Pick Up - Well-groomed and professional, wearing a uniform

  • Delivery/Pick Up - The associate confirmed the item with the guest and offered to set-up the item

  • Delivery/Pick Up - The requested item was neat, clean and in good condition

  • Delivery/Pick Up - Guest name used during the experience

  • Delivery/Pick Up - Further assistance offered to the guest

  • Delivery/Pick Up - Warm and sincere closing offered and appreciation demonstrated

  • Delivery/Pick Up - The overall experience met guest expectations and was free of negative detractors

Bar/Lounge

  • If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  • Restaurant

  • Dinner

  • Warm welcome/greeting provided

  • Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  • Well-groomed and professional, wearing a uniform

  • Name tag meets standard

  • 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

  • Guest name used during the experience

  • Further assistance offered to the guest

  • Warm and sincere closing offered and appreciation demonstrated

  • The overall experience met guest expectations and was free of negative detractors

  • Bar/Lounge table and table setting clean and in good condition

  • 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

  • BEST BREWS: Best Brews and BBQ weekly event or free evening buffet is not offered

  • BEST BREWS: Music meets standards

  • BEST BREWS: Menu meets standard Menus must be:<br>• Presented to guest In correct brand specification

  • BEST BREWS: Local draft beer meets standard

  • BEST BREWS: The associate is knowledgeable about Best Brews

  • BEST BREWS: Bar area collateral meets standard

  • BEST BREWS: Glassware/coaster meets standard

  • BEST BREWS: Public area collateral meets standard

  • Bottled Beer Offering meets standard

  • 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

  • Bar/Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

  • Bar/Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments

  • Bar/Lounge Cleanliness - Floor

  • Bar/Lounge Condition - Floor

  • Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items

  • Bar/Lounge Condition - Furniture/Equipment/Décor Items

  • Bar/Lounge Service Area and Equipment Cleanliness

  • Bar/Lounge Service Area and Equipment Condition

Restaurant

  • Buffet/Dining Area Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Buffet/Dining Area Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Buffet/Dining Area Cleanliness - Floor

  • Buffet/Dining Area Condition - Floor

  • Buffet/Dining Area Cleanliness - Furniture/Equipment/Decor Items

  • Buffet/Dining Area Condition - Furniture/Equipment/Decor Items

  • Buffet/Dining Area and Equipment Cleanliness

  • Buffet/Dining Area Equipment Condition

Breakfast F&B

  • Warm welcome/greeting provided

  • Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  • Well-groomed and professional, wearing a uniform

  • Guest name used during the experience, when known

  • Further assistance offered to the guest

  • Warm and sincere closing offered and appreciation demonstrated

  • The overall experience met guest expectations and was free of negative detractors

  • Breakfast is available

  • Check Presentation meets standard Minimally, check is presented:<br>• (AP): After food is ordered

  • Menu meets standard Menus must be:<br>• In correct brand specification<br>• Offering minimum menu requirements, by continent

  • 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

  • Coffee/tea meets standard Restaurant coffee/tea must be:<br>• Available<br>• (AP): (6) Teas

  • Premium specialty coffee meets standard ( e.g.,, espresso, cappuccino, latte) must be:<br>• Available<br>• Not offered complimentary

  • Signature coffee offerings meet standard

  • 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

  • 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)

  • 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

  • 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

  • Breakfast Buffet: Hot protein items meet standards

  • 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

  • Breakfast Buffet: Dairy Items meet standard

  • 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

  • Breakfast Buffet: Pastry Section meets standards The following food items must be in place:<br>• (3) Breads<br>• (1) Gluten-free bread

Service General

  • Telephone - Telephone etiquette meets standard

  • Telephone - Warm welcome/greeting provided

  • 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

  • Telephone - Guest name used during the experience,

  • Service Recovery Process meets standard (Listen, Resolve, Notify)

  • Service Recovery Process meets standard (Empathize, Apologize)

  • Indicate which non-required collateral is still in place, if any

Bedroom

  • Entry door safety features are fully functional

  • Smoke detector functional

  • Guestroom wireless internet access meets standard

  • Closet Amenities meet standard

  • Guestroom Coffee/Tea meets standard AP, <br>• Coffee<br>o (1) premium quality regular coffee

  • Guestroom Water Bottle meets standard

  • 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

  • Doorknob and compendium breakfast menu meets standard

  • Reading Materials meet standards

  • Guestroom recycling meets brand standard

  • Television meets standard

  • Telephones meet standards

  • Notepad and Pen meet standard

  • Alarm clock/clock radio meets standards

  • Bedside power meets standards

  • Logo meets standard

  • Duvet/comforter and decorative top sheet meet standard

  • Mattress pad, linen, and bed skirt meet standard

  • 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

  • Bedroom/Bathroom Odor is neutral

  • Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork

  • Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork

  • Bedroom Cleanliness - Ceiling

  • Bedroom Condition - Ceiling

  • Bedroom Cleanliness - Flooring/Carpet

  • Bedroom Condition - Flooring/Carpet

  • Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

  • Bedroom Cleanliness - Coffee Set Up/Ice

  • Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

  • Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  • Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  • Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables

  • Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables

  • Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)

  • Bedroom Condition - Desk/Desk Chair/Trashcan(s)

  • Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)

  • Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)

  • Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  • Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  • Bedroom Cleanliness - Lamps/Lighting

  • Bedroom Condition - Lamps/Lighting

  • Bedroom Cleanliness - Windows/Window Treatments

  • Bedroom Condition - Windows/Window Treatments

  • Bedroom Cleanliness - HVAC/Ventilation

  • Bedroom Condition - HVAC/Ventilation

  • Bedroom Cleanliness - Balcony/Patio Furniture/Area

  • Bedroom Condition - Balcony/Patio Furniture/Area

  • Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

  • Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

  • Bedroom Cleanliness - Bedding/Linens/Coverlets/Free of Wrinkles

  • Bedroom Condition - Bedding/Linens/Coverlets

  • Bedroom Cleanliness - Pillows

  • Bedroom Condition - Pillow Fold Test

  • Bedroom Condition - Pillows/Shams

  • Room/Suite is free of pests

  • The experience met guest expectations and was free of negative detractors

Bathroom

  • 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

  • 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

  • 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

  • Bathroom Cleanliness - Doors/Walls/Baseboards

  • Bathroom Condition - Doors/Walls/Baseboards

  • Bathroom Cleanliness - Ceiling

  • Bathroom Condition - Ceiling

  • Bathroom Cleanliness - Floor

  • Bathroom Condition - Floor

  • Bathroom Cleanliness - Sink/Counter/Shelves/Faucets

  • Bathroom Condition - Sink/Counter/Shelves/Faucets

  • Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures

  • Bathroom Condition - Mirrors/Lighting/Light Fixtures

  • Bathroom Cleanliness - Vents/Exhaust Fans

  • Bathroom Condition - Vents/Exhaust Fans

  • Bathroom Cleanliness - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

  • Bathroom Condition - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

  • Bathroom Cleanliness - Linens/Terry

  • Bathroom Condition - Linens/Terry

  • Bathroom Cleanliness - Toilet

  • Bathroom Condition - Toilet

  • Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod

  • Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod

  • Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures

  • Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures

  • Program-required Bath Amenities meet standard

Elevator

  • Elevators Cleanliness - General

  • Elevators Condition - General

  • Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Corridors/Stairways Cleanliness - Floor

  • Corridors/Stairways Condition - Floor

  • Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

  • Corridors/Stairways Condition - Furniture/Equipment/Décor Items

  • Vending Area Cleanliness - General

  • Vending Area Condition - General

Lobby

  • All lobby and public areas are free of clutter

  • Music meets standard

  • Scent program meets standard

  • Public Space wireless internet access meets standard

  • Checkpoint/front desk shelving meets standard

  • Checkpoint/Global Play Artifacts meets standard

  • Complimentary Coffee Cleanliness - General

  • Complimentary Coffee Condition - General

  • Complimentary Coffee Condition - General

  • Main Entry/Vestibule Condition - General

  • Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Lobby Cleanliness - Floor

  • Lobby Condition - Floor

  • Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items

  • Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items

  • Lounge Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Lounge Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Lounge Cleanliness - Floor

  • Lounge Condition - Floor

  • Lounge Cleanliness - Furniture/Equipment/Décor Items

  • Lounge Condition - Furniture/Equipment,/Décor Items

Business Center

  • Hours of operations meet standards

  • 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

  • Guest Printing meets standards

  • Business Center Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Business Center Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Business Center Cleanliness - Floor

  • Business Center Condition - Floor

  • Business Center Cleanliness - Furniture/Equipment/Décor Items

  • Business Center Condition - Furniture/Equipment/Décor Items

Public Restrooms

  • 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

  • Public Restrooms Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Partitions

  • Public Restrooms Condition - Walls/Doors/Ceiling/Vents/Lighting/Partitions

  • Public Restrooms Cleanliness - Floor

  • Public Restrooms Condition - Floor

  • Public Restrooms Cleanliness - Toilets/Urinals

  • Public Restrooms Condition - Toilets/Urinals

  • Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

  • Public Restrooms Condition - Sinks/Vanity/Mirrors

  • Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

  • Public Restrooms Condition - Furniture/Equipment/Décor Items

Meeting Room/Function Space

  • 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

  • Meeting Room Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Meeting Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Meeting Room Cleanliness - Floor

  • Meeting Room Condition - Floor

  • Meeting Room Cleanliness - Furniture/Equipment/Décor Items

  • Meeting Room Condition - Furniture/Equipment/Décor Items

Fitness Center

  • 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

  • Fitness Center music meets standard

  • Fitness Center telephone meets standards

  • Fitness Center amenities meet standards

  • Fitness Center equipment meets standard - cardio

  • Fitness Center equipment meets standard – weight training

  • Fitness Center/Exercise Room Cleanliness -Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Fitness Center/Exercise Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  • Fitness Center/Exercise Room Cleanliness - Floor

  • Fitness Center/Exercise Room Condition - Floor

  • Fitness Center/Exercise Room Cleanliness - Furniture/Equipment/Décor Items

  • Fitness Center/Exercise Room Condition - Furniture/Décor Items

  • Fitness Center/Exercise Room Condition - Equipment

Pool

  • 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

  • Pool Area Cleanliness - Walls/Fencing/Doors/Ceiling/Windows/Treatments

  • Pool Area Condition - Walls/Fencing/Doors/Ceiling/Windows/Treatments

  • Pool Area Cleanliness - Floor/Deck

  • Pool Area Condition - Floor/Deck

  • Pool Area Cleanliness - Furniture/Equipment/Décor Items

  • Pool Area Condition - Furniture/Equipment/Décor Items

  • Pool/Whirlpool Cleanliness

  • Pool/Whirlpool Condition

Exterior

  • All exterior accent and signage lighting is operational

  • Exterior Cleanliness - Signs/Flags/Flagpoles

  • Exterior Condition - Signs/Flags/Flagpoles

  • Exterior Cleanliness - Parking Lot/Garage/Curbs

  • Exterior Condition - Parking Lot/Garage/Curbs

  • Exterior Cleanliness - Landscaping/Shrubbery/Trees

  • Exterior Condition - Landscaping/Shrubbery/Trees

  • Exterior Cleanliness - Outbuildings/Building Facade/Windows

  • Exterior Condition - Outbuildings/Building Facade/Windows

  • Exterior Cleanliness - Entrances/Walkways/Exterior Stairs/Sidewalks

  • Exterior Condition - Entrances/Walkways/Exterior Stairs/Sidewalks

  • Exterior Cleanliness - Outdoor Experience/Barbeque Area/Gazebo/Pavilion

  • Exterior Condition - Outdoor Experience/Barbeque Area/Gazebo/Pavilion

  • Courtesy Vehicle Condition - General

  • Courtesy Vehicle Cleanliness - General

Back/Heart of House

  • Was there clear indication of a compromise in anonymity and attempt to stage any of the encounters or facilities?

  • Hotel has been owned or managed by the same owner or management company for the last 13 months

  • Disposable Food & Beverage Containers meet standard

  • Daily Service Training topics are conducted

  • Associate can explain Marriott Bonvoy member benefits

  • Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and Ambassador Elite members

  • Temporary signage meets standard

  • Public space logo meets standard

  • 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)

  • Average Chat Response Rate meets standard

  • 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

  • Empower: Guest Experience (GXP) Usage meets standards

  • Pre-Arrival Planning Program meets standard

  • Straw Usage throughout Property meets standards

  • 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

  • Back/Heart of House Cleanliness

  • Randomly selected Fire/Life Safety item is compliant

  • Sanitizing wipes/kits present in guestrooms prior to arrival

  • Protocols for servicing a guestroom with a known/presumed COVID guest meet standard

  • COVID housekeeping protocols for Guestrooms meet standard

Food Safety

  • Personal hygiene procedures are followed

  • Dishwashing machines properly maintained and operated

  • Facility is clean and in good condition

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.