OMADM BSA (FULL)

• Audit Title:

• Conducted on

  Date

• Prepared by

• Please Select Department being Audited

  Select Front Entrance/Lobby Arrival and Lobby Check-In Room Service/Fresh Bites Concierge/Executive Lounge Restaurant Bedroom Public Spaces Fitness Center Meeting Back of House and General Food Safety Great Room/ Lobby Bar

  • Front Entrance/Lobby Arrival and Lobby
  • Check-In
  • Room Service/Fresh Bites
  • Concierge/Executive Lounge
  • Restaurant
  • Bedroom
  • Public Spaces
  • Fitness Center
  • Meeting
  • Back of House and General
  • Food Safety
  • Great Room/ Lobby Bar

• Enter Host name(s):

• Warm welcome/greeting provided

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host present during peak arrival times

  Yes

  No

  N/A

• Leadership is visible in the lobby during peak times

  Yes

  No

  N/A

• The Host directed the guest to the reception desk

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Arrival Experience - General Exterior Cleanliness

  Yes

  No

  N/A

• Arrival Experience - General Exterior Condition

  Yes

  No

  N/A

• Marriott logo flag meets standard

  Yes

  No

  N/A

• Walk-off mat meets standard

  Yes

  No

  N/A

• Main Entry/Vestibule Cleanliness - General

  Compliant

  Minor

  Major

  N/A

• Main Entry/Vestibule Condition - General

  Compliant

  Minor

  Major

  N/A

• Lobby Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Lobby Condition - Floor

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Enter Host name(s):

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

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform and name tag meet standard

  Yes

  No

  N/A

• Room number provided discreetly, non-verbally

  Yes

  No

  N/A

• The Host welcomed the mobile check-in guest with the appropriate language<br><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>o It is NOT acceptable to ask the question "Are you checking in?"

  Yes

  No

  N/A

• The Host reviewed the method of payment

  Yes

  No

  N/A

• The Host handed the guest his/her key card packet and provided directions to the elevator or guestroom

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The check-in procedure met standard for time and was error free

  Yes

  No

  N/A

• The Host was knowledgeable about property offerings and the local area, as applicable

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• The Host Created a Personal Connection

  Yes

  No

  N/A

• The Host Responds to Cues

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The Mobile Check-in Sign is present at all times

  Yes

  No

  N/A

• Botanical signature arrangement present in arrival area

  Yes

  No

  N/A

• MH arrival scent program meets standards

  Yes

  No

  N/A

• Enter Host name(s):

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

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Name tag meets standard

  Yes

  No

  N/A

• The Host acknowledged the guest within one minute of their arrival

  Yes

  No

  N/A

• The Host offered to take a food order

  Yes

  No

  N/A

• The Host offered to make suggestions

  Yes

  No

  N/A

• Beverages, with the exception of cocktails, were delivered within three minutes of their order

  Yes

  No

  N/A

• The Host checked back with the guest, ensuring satisfaction

  Yes

  No

  N/A

• Hosts offer a 2nd round of beverage assistance when the glass is 1/3 full

  Yes

  No

  N/A

• The Host Created a Personal Connection

  Yes

  No

  N/A

• The Host Responds to Cues

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Food and beverage contents and plate presentation meet standard

  Yes

  No

  N/A

• Cocktail menu must include language indicating juices are fresh squeezed

  Yes

  No

  N/A

• All food and beverage were visually appealing and met guest expectations with regard to taste

  Yes

  No

  N/A

• GREATROOM: The music was appropriate for the time of day

  Yes

  No

  N/A

• GREATROOM: Menu approach meets standard

  Yes

  No

  N/A

• GREATROOM: Greatroom lighting meets standard

  Yes

  No

  N/A

• GREATROOM: Power availability meets standard<br><br>Power must be available at 50% of all seating groups within the Greatroom<br>It is acceptable for portable power options to be utilized and count towards the 50% requirement

  Yes

  No

  N/A

• GREATROOM: Food offerings meet standard<br> (4) Snacks for Quick Service<br> (7) Items to Share (AP, CALA, CAN, EUR, US)<br> (5) Items to Share (MEA)<br> (6) Entree/Knife & Fork (AP, CALA, CAN, EUR, US)<br> (5) Entree/Knife & Fork (MEA)

  Yes

  No

  N/A

• GREATROOM: Desserts offered on menu

  Yes

  No

  N/A

• GREATROOM: Wine by the glass offerings meets standard<br> (1) Sparkling<br> (5) White<br> (5) Red<br> (1) Rose/Blush

  Yes

  No

  N/A

• GREATROOM: Cocktail offerings meet standard<br>(10) Cocktails (CALA, CAN, US)

  Yes

  No

  N/A

• GREATROOM: Beer offerings meet standard<br>CAN, US<br> (2) Domestic Premium (e.g. Beer that is produced in that country)<br> (2) Domestic Light<br> (4) Craft (e.g. Beer that is regionally produced)<br> (1) Regional Craft<br> (4) Import<br> (2) Import Light<br> (1) Non alcoholic

  Yes

  No

  N/A

• Lounge/Bar Service Area/Equipment - Cleanliness

  Compliant

  Minor

  Major

  N/A

• Lounge/Bar Service Area/Equipment - Condition

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Wall/Doors/Ceiling/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Wall/Doors/ Ceiling/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lounge Cleanliness - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Lounge Condition - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Enter Host name(s)

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - The guest name, room number and number of guests being served is verified

  Yes

  No

  N/A

• Telephone - The room service order was properly taken

  Yes

  No

  N/A

• Telephone - The Host was knowledgeable about menu offerings

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Delivery - Room Service order was accurate and delivered within 45 minutes<br><br>The Host must deliver:<br> The correct order<br> The order within (45) minutes<br> Condiments<br> Serviceware

  Yes

  No

  N/A

• Delivery - The server asked permission before entering the room

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Delivery - Warm welcome/greeting provided

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Delivery - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Delivery - Name tag meets standard

  Yes

  No

  N/A

• Delivery - The Host followed all proper delivery procedures<br><br>Only state guest's name inside the guestroom

  Yes

  No

  N/A

• Delivery - The check was presented in a check cover and accompanied by a Marriott pen

  Yes

  No

  N/A

• Delivery - The Host Created a Personal Connection

  Yes

  No

  N/A

• Delivery - The Host Responds to Cues

  Yes

  No

  N/A

• Delivery - Guest name used during the experience, when known

  Yes

  No

  N/A

• Delivery - Further assistance offered to the guest

  Yes

  No

  N/A

• Delivery - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Door knob breakfast menu is available in room

  Yes

  No

  N/A

• Room Service/Fresh Bites menus are available

  Yes

  No

  N/A

• Fresh Bites service available 24 hours (US/CAN)

  Yes

  No

  N/A

• Fresh Bites packaging meets standard (US/CAN)<br>Fresh Bites must minimally be delivered in branded program packaging

  Yes

  No

  N/A

• Delivery - Fresh Bites order was accurate and delivered within 25 minutes (US/CAN)

  Yes

  No

  N/A

• Enter Host name(s)

• Warm welcome/greeting provided

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform and name tag meet standard

  Yes

  No

  N/A

• The Hosts were knowledgeable about property offerings and the local area, as applicable

  Yes

  No

  N/A

• The Host Created a Personal Connection

  Yes

  No

  N/A

• The Host Responds to Cues

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Food and beverage contents and plate presentation meet standard

  Yes

  No

  N/A

• All food and beverage were visually appealing and met guest expectations with regard to taste

  Yes

  No

  N/A

• Concierge/Executive Lounge staffing, services and amenities meet standards<br><br>Concierge Executive Lounge services and amenities must minimally include:<br> Copy services<br> 25" television<br>Concierge/Executive Lounge staffing requirements must minimally include:<br> Complimentary assistance available in lounge to assist with reservations, tickets, and information (when staffed)<br> Lounge attendant on-duty whenever food (not snacks) or liquor services are offered<br>Concierge/Executive Lounge offered 5 days a week minimum

  Yes

  No

  N/A

• Concierge/Executive Lounge morning food and beverage meets standard

  Yes

  No

  N/A

• Concierge/Executive Lounge evening food and beverage meets standard

  Yes

  No

  N/A

• Food areas are clean and well-stocked

  Yes

  No

  N/A

• Concierge Lounge Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Concierge Lounge Condition - Floor

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Concierge Lounge Cleanliness - Furniture/Equipment/Décor Items/ Signage

  Compliant

  Minor

  Major

  N/A

• Concierge Lounge Condition - Furniture/Equipment/Décor Items/ Signage

  Compliant

  Minor

  Major

  N/A

• Enter Host name(s)

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

  Yes

  No

  N/A

• Host/Hostess - Warm welcome/greeting provided

  Yes

  No

  N/A

• Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Host/Hostess - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Host/Hostess - Name tag meets standard

  Yes

  No

  N/A

• Host/Hostess - The Host escorted the guest to a table and followed proper seating procedures

  Yes

  No

  N/A

• Host/Hostess - Guest name used during the experience, when known

  Yes

  No

  N/A

• Host/Hostess - Further assistance offered to the guest

  Yes

  No

  N/A

• Host/Hostess - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Host/Hostess - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Breakfast table setting meets standard, is clean and in good condition<br><br> Salt and pepper<br> Sugar caddy<br>o Sweet 'N Low, Equal, Splenda and sugar (US/CAN)<br>o Sugar and sugar substitute (AP, CALA, EUR, MEA)<br> Simple napkin fold<br> Cup with saucer or mug

  Yes

  No

  N/A

• Server - Warm welcome/greeting provided

  Yes

  No

  N/A

• Server - The Host greeted the guest with coffee service within one minute of seating

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Server - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Server - Name tag meets standard

  Yes

  No

  N/A

• Server - The Host offered to take beverage order

  Yes

  No

  N/A

• Hot tea service included a selection of teas, pot of hot water, offer of condiments

  Yes

  No

  N/A

• A la cart breakfast availability meets standard

  Yes

  No

  N/A

• Server - The Host was efficient, yet unhurried and sensitive to the manner of the guest

  Yes

  No

  N/A

• Server - Service at the table during breakfast meets standard<br><br>Offer/suggest refills<br> Remove empty plate, serviceware and debris

  Yes

  No

  N/A

• A la cart breakfast delivery time meets standard<br>15 min

  Yes

  No

  N/A

• Server - The check was accurate when presented to the guest

  Yes

  No

  N/A

• Drip/Brewed coffee “to go” cup and lid offered during the interaction

  Yes

  No

  N/A

• The overall restaurant was kept clean and tidy

  Yes

  No

  N/A

• Server - The Host Created a Personal Connection

  Yes

  No

  N/A

• Server - The Host Responds to Cues

  Yes

  No

  N/A

• Server - Guest name used during the experience, when known

  Yes

  No

  N/A

• Server - Further assistance offered to the guest

  Yes

  No

  N/A

• Server - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Food and beverage contents and plate presentation meet standard

  Yes

  No

  N/A

• All food and beverage were visually appealing and met guest expectations with regard to taste

  Yes

  No

  N/A

• Breakfast buffet cooking station meets standard<br><br>P a g e 45 | 122<br>MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION<br>The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or<br>used without the express permission of an authorized representative of Marriott. Any other use is expressly prohibited.<br>Omelet station signage must be present and include:<br> Cured ham and aged cheddar<br> Local omelet, hotel developed<br> Egg white omelet, hotel developed<br>The omelet station must offer the following:<br> (3) Meats<br> (3) Cheeses<br> (5) Vegetables

  Yes

  No

  N/A

• Breakfast menus, omelet station signage and buffet identifiers meet standard (US/CAN)<br><br>Breakfast menus, omelet station signage, buffet identifiers must be professional in appearance<br>Breakfast menus, omelet station signage and/or buffet identifiers must be:<br> Not photocopied<br> Professional in appearance

  Yes

  No

  N/A

• Healthy food options must be noted on menu<br><br>Breakfast menu must minimally include:<br> (4) Items with 500 calories or less<br> Calories listed next to description of these (4) items

  Yes

  No

  N/A

• Pepsi brand products are used (US)

  Yes

  No

  N/A

• Kids menu must be available

  Yes

  No

  N/A

• Restaurant Buffet Area and Equipment - Cleanliness

  Compliant

  Minor

  Major

  N/A

• Restaurant Buffet Area and Equipment - Condition

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Walls/Doors/Ceiling/ Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Walls/Doors/Ceiling/ Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Dining Area Cleanliness - Furniture/ Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Dining Area Condition - Furniture/ Equipment/Décor Items

  Yes

  No

  N/A

• Laundry/Dry Cleaning Service available at least 5 days

  Yes

  No

  N/A

• Guestroom linen and terry reuse collateral is implemented and in use

  Yes

  No

  N/A

• Entry door safety features are fully functional and smoke detectors functional

  Yes

  No

  N/A

• Coffee equipment meets standard<br><br>US/CAN<br> Single cup brewer (e.g. CV1, Keurig)<br> (2) Disposable cups, wrapped<br> (2) White sip-through lids<br> (2) Wood stir sticks, wrapped<br> (1) Wooden Box

  Yes

  No

  N/A

• Coffee products meet standard<br><br> Coffee<br>o (1) Decaffeinated packet<br>o (1) Regular packet<br> Tea, Taylor's of Harrogate or better:<br>o (1) English Breakfast<br>o (1) Organic Chamomile<br> Condiments:<br>o (2) UHT (ultra high temperature) pasteurized shelf stable creamers<br>o (4) Sugar packets<br>o (2) Sweet 'N Low<br>o (2) Equal<br>o (2) Splenda

  Yes

  No

  N/A

• Guest Services Directory meets standard<br><br>Guest Services Directory must minimally:<br> Be present<br> Be in Brand voice<br> Use template and correct style<br>o Cover artwork may vary<br>o It is acceptable to use a binder style GSD (AP)<br> Include current brand logo<br>o It is acceptable for dual language directory to not have brand logo<br>Electronic guest directory on the television are acceptable only if:<br> Hotel is using new Guestroom Entertainment (GRE) platform<br> Directory in brand voice

  Yes

  No

  N/A

• Closet amenities meet standards<br><br>US/CAN<br> Hangers:<br>o Match in color<br>o (4) wooden clip with hooks<br>o (6) wooden regular with hooks<br> (1) Luggage rack<br>o It is acceptable if a fixed/permanent (e.g. built-in) luggage bench is present<br> (2) Robes (Resort - all rooms)<br> (1) Robe is available upon request (Non-Resort properties - Suite rooms)<br> (1) Valet bag:<br>o Current brand logo on plastic valet bag<br>(1) Valet ticket

  Yes

  No

  N/A

• Ironing amenities meet standards<br><br>Ironing amenities must minimally include:<br> Iron<br> Ironing board and cover<br>o Board cover, full size or mid-size (US/CAN)<br>o ADA rooms may have table top boards (US/CAN)<br> Iron organizer<br>o It is acceptable in the new Marriott guestroom for the iron organizer to not be present

  Yes

  No

  N/A

• Ice bucket set-up meets standard<br><br> (1) Ice bucket with plastic bag and lid<br>o If ice is available through room service, a notice indicating such must be provided in place of the ice bucket, bag and lid (AP, CALA, EUR, MEA)<br> (2) Coasters<br>o Branded coasters<br> (2) Glasses<br>o Not wrapped<br>o Inverted on coasters<br> (1) Tray<br>o It is acceptable if items are placed in a drawer/compartment without a tray (AP)

  Yes

  No

  N/A

• Guestroom water meets standard<br><br>Water, when required, must minimally be provided as follows:<br> Complimentary in Concierge/Suite rooms<br> (1) Bottle<br>It is acceptable if hotels offer water for sale, in addition to the complimentary water

  Yes

  No

  N/A

• In-room safe is present

  Yes

  No

  N/A

• Television meets standard<br><br> Flat panel HDTV<br> Screen size:<br>o 32 inches (81.3 cm)<br> 46 inches (116.8 cm) upon replacement June 2014 or later<br>o 42 inches (106.7 cm) suites<br> 52 inches (132 cm) upon replacement June 2014 or later<br> (1) Remote control

  Yes

  No

  N/A

• Alarm clock/clock radio meet standards<br><br>Alarm clock/clock must be present and include/be:<br> Alarm clock in the off position<br> If alarm clock/clock radio has battery back-up option, battery must be installed<br> Set to correct time (within 5 minutes)

  Yes

  No

  N/A

• Brand collateral and reading materials meet standard<br><br>Required items:<br> Activity guide (unless distributed at Front Desk) (Resort)<br> Bible (except where prohibited by culture/law, e.g., China, Kingdom of Saudi Arabia)<br> Book of Mormon (except where prohibited by culture/law, e.g., China, Kingdom of Saudi Arabia)<br> DND/Privacy Please<br>o It is acceptable for other verbiage to be used (e.g. later please, privacy)<br>o Electronic version is acceptable (brand voice not required)<br> (1) Magazine<br>o "ShopMarriott" catalog (US/CAN)

  Yes

  No

  N/A

• Note pad and pen meet standards

  Yes

  No

  N/A

• Telephones meet standard<br><br>Guest room/suite must minimally have:<br> (1) Telephone<br> Message waiting light<br> Voice mail button<br> Speed dial button programmed for guest service<br> Visible telephone cords are neatly bound<br>Faceplates, if present, must minimally have:<br> Dialing instructions or long distance surcharge information (US/CAN)<br>o Reference to Guest Service Directory acceptable<br>Emergency dialing information (e.g. 911) must be visible on the phone faceplate or a sticker (US/CAN)<br> It is acceptable for the telephone to have other/additional emergency dialing information programmed and listed on the faceplate (e.g. 9-911) but ONLY if 911 is primarily listed and functional

  Yes

  No

  N/A

• Pillows meet standard<br><br>Pillows must be present and include:<br> King beds:<br>o (4) King size<br> Queen beds:<br>o (4) Queen size<br> Double beds:<br>o (4) Standard size<br> Twin/Super Twin:<br>o (2) Natural fill standard size<br> Pillowcases<br> Pillow covers/protectors<br>All pillow fill must be natural

  Yes

  No

  N/A

• Bedroom Condition - pillow age<br><br>Pillows must be replaced within the required timeframe:<br> Natural/feather pillows must be dated within the last 5 years based on the manufacturer tag<br> Synthetic/foam pillows must be dated within the last 3 years based on the manufacturer tag<br> Pillows without a pre-printed date on the manufacturers tag are not acceptable<br> Pillows tag may have a place to indicate the date a pillow went into use (i.e. hole punch over month/year, or mark over month/year)<br> Un-punched tag defaults to manufacturers pre-printed date<br> An unclear punch/mark always defaults to the older date<br> Future punched dates are not acceptable<br>It is acceptable if pre-printed date on manufacturers tag indicates up to 3 months past the 3 or 5-year expiration to allow for "shelf life" meaning a pillow is created, but not put into use (AP/MEA)<br>It is acceptable if pre-printed date on manufacturers tag indicates up to 6 months past the 3 or 5-year expiration to allow for "shelf life" meaning a pillow is created, but not put into use (CAN/EUR/US)<br>It is acceptable for any down or synthetic pillow that has a manufacturer date stamp between January 2015-December 2016 to indicate 24 months past the expiration date (US/CAN)

  Yes

  No

  N/A

• Bedding meets standard<br><br>Bedding must include duvet and full duvet cover (use of triple sheeting is not acceptable)

  Yes

  No

  N/A

• Bedroom/Bathroom Odor is neutral

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Bedroom Cleanliness - Ceiling

  Compliant

  Minor

  Major

  N/A

• Bedroom Condition - Ceiling

  Compliant

  Minor

  Major

  N/A

• Bedroom Cleanliness - Flooring/Carpet<br><br>Dampen a washcloth slightly<br>To dampen cloth:<br> Take a clean white washcloth and unfold it completely<br> With sink stopper engaged, fill sink with 1 inch of water<br> Let water drain completely out of sink<br> Use open clean white washcloth to dry sink<br> Washcloth should be only slightly damp<br> Fold washcloth into quarters<br><br>Check underneath the beds

  Compliant

  Minor

  Major

  N/A

• Bedroom Condition - Flooring/Carpet

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Bedroom Cleanliness - Lamps/Lighting

  Compliant

  Minor

  Major

  N/A

• Bedroom Condition - Lamps/Lighting

  Compliant

  Minor

  Major

  N/A

• Bedroom Cleanliness - Windows/Window Treatments

  Compliant

  Minor

  Major

  N/A

• Bedroom Condition - Windows/Window Treatments

  Compliant

  Minor

  Major

  N/A

• Bedroom Cleanliness - HVAC/Ventilation

  Compliant

  Minor

  Major

  N/A

• Bedroom Condition - HVAC/Ventilation

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Yes

  No

  N/A

• Bedroom Condition - Bedding/Linens/Pillows/Shams/Coverlets

  Compliant

  Minor

  Major

  N/A

• Room/Suite is free of pests

  Compliant

  Minor

  Major

  N/A

Bathroom

• Branded bath amenities meet standard<br><br>Guestroom amenities must minimally include:<br> Shampoo - 30 ml<br> Conditioner - 30 ml<br> Shower gel - 37 ml<br> Lotion - 22 ml<br> Soap<br>o Oval soap bar in rectangular carton - 23 g (EUR, MEA)<br>o Tear-Drop soap in pyramid box - 37 g (AP, CALA, CAN, US)<br>o Bath size soap (Egypt only)<br>o Bar of soap is required in Brazil, Chile, Venezuela, Jordan, United Kingdom or the Kingdom of Saudi Arabia<br> Hand wash - 15 ml (AP)

  Yes

  No

  N/A

• Bathroom amenities meet standard<br><br>Standard room amenities must minimally include:<br>AP<br> Dental kit<br> Shaving kit<br> Shower cap<br> Shoe mitt<br> Mouthwash<br> Hair tie<br> Cotton swabs<br> Cotton balls<br> Sanitary bag<br> Wastebasket<br> Hairdryer, 1500 watts<br><br> Bath tissue<br> Tissue box cover<br> Facial tissue (must be Kleenex)

  Yes

  No

  N/A

• Shower meets standard<br><br> Guest bathrooms with glass dividers/stalls installed or where structurally prohibitive<br> Curved shower rod is not installed due to conditions noted below<br>Curved shower rod must be installed in all guest room/suite bathrooms

  Yes

  No

  N/A

• Bath terry meets standards<br><br>Bath terry must minimally be/include:<br> White<br> (1) Bath mat<br> Bath towels<br>o (2) in room with (1) bed<br>o (3) in room with (2) beds<br> Hand towels<br>o (2) in room with (1) bed<br>o (3) in room with (2) beds<br> Washcloths<br>o (2) in room with (1) bed<br>o (3) in room with (2) beds

  Yes

  No

  N/A

• Bathroom Cleanliness - Doors/Walls/Baseboards

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Doors/Walls/Baseboards

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Ceiling

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Ceiling

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Sink/Counter/Shelves/Faucets

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Sink/Counter/Shelves/Faucets

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Mirrors/Lighting/Light Fixtures

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Vents/Exhaust Fans

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Vents/Exhaust Fans

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Toilet

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Toilet

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Linens/Terry

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Linens/Terry

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures

  Compliant

  Minor

  Major

  N/A

• Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures

  Compliant

  Minor

  Major

  N/A

Public Restrooms

• Public restroom supplies meet standard<br><br>Public restrooms must minimally provide:<br> Hand soap<br> Bathroom tissue<br> Facial tissue<br> Single use paper hand towels<br>o It is acceptable for an air hand dryer to be in place in addition to hand towels<br> Wastebasket

  Yes

  No

  N/A

• Public Restrooms Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Condition - Floor

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Cleanliness - Toilets/Urinals

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Condition - Toilets/Urinals

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Condition - Sinks/Vanity/Mirrors

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Public Restrooms Condition - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

Elevator

• Elevators Cleanliness - General

  Compliant

  Minor

  Major

  N/A

• Elevators Condition - General

  Compliant

  Minor

  Major

  N/A

Corridors

• Guest hallway/stairwell signage is professional, well maintained, and in good condition

  Yes

  No

  N/A

• Corridors/Stairways Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Corridors/Stairways Condition - Floor

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Yes

  No

  N/A

• Fitness Center meets minimum hours of operation<br><br>Fitness center must be accessible 24 hours a day, 7 days a week

  Yes

  No

  N/A

• Fitness Center amenities meet standard<br><br> Anti-bacterial wipes<br> Clock<br> Newspapers/magazines<br> Towels<br> Water: Fountain/cooler or bottled water<br> Whole seasonal fruit (complimentary during peak times)<br> Soiled towel disposal<br> Wall-mounted telephone

  Yes

  No

  N/A

• Fitness Center provides flat panel television and upbeat, energetic music

  Yes

  No

  N/A

• Fitness Center/Exercise Room Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Fitness Center/Exercise Room Condition - Floor

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Pre-Function Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Pre-Function Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Pre-Function Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Pre-Function Condition - Walls/Doors/Ceiling/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Pre-Function Cleanliness - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Pre-Function Condition - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Meeting Room Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Meeting Room Condition - Floor

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

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

  Compliant

  Minor

  Major

  N/A

• Meeting Room Cleanliness - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Meeting Room Condition - Furniture/Equipment/Décor Items

  Compliant

  Minor

  Major

  N/A

• Marriott Rewards Elite guest room/suite keys and key packets meet standards

  Yes

  No

  N/A

• Brand Identity logo's use with marketing materials meets standard

  Yes

  No

  N/A

• Hotel has the minimum required bandwidth for guestroom internet access<br><br>Ask the GM:<br> How many rooms are at the hotel<br>Ask associate to:<br> Log-on to Marriott Global Source<br>o From MGS home page:<br> Click on Operations > Guest and Property Technology<br> Click on Property Internet Strategy<br> Click on GPNS Compliance<br> Click on QA Compliance<br> Click on most recent Property GPNS Internet Tracking (XLS) to open file<br> Enter/Search for MARSHA code<br> If property is listed as “Compliant”, mark YES to this item<br><br>US/CAN hotels, use the following minimum requirements:<br>All hotels >1500 rooms - 600 Mbps 1000-1499 rooms - 450 Mbps 500-999 rooms - 300 Mbps 350-499 rooms - 150 Mbps 150-349 rooms - 100 Mbps 75-149 rooms - 50 Mbps < 75 rooms - 50 Mbps

  Yes

  No

  N/A

• Global Property Network Standard (GPNS) technical solution is installed

  Yes

  No

  N/A

• GuestVoice Alert Response Rate meets standards

  Yes

  No

  N/A

• Host has a Brilliant card and knows the Move of the Day

  Yes

  No

  N/A

• Art of Hosting StandUp meeting meets standard

  Yes

  No

  N/A

• Brand collateral meets standard<br><br>Mark N/A if hotel is a Marriott Conference Center<br>Keys must minimally include:<br> Core hotels<br>o (1) of (6) approved designs<br> Resort hotels<br>o (1) of (10) approved designs<br> Current brand logo<br>Key Packets must minimally include correct design for hotel type (Core or Resort)<br>It is acceptable to use MH Brand approved program (e.g. Mobile request, M Club) artwork for keys and key packets<br>Folio paper must minimally be in brand voice with the current logo

  Yes

  No

  N/A

• Red Coat Direct usage meets standards

  Yes

  No

  N/A

• Mobile Request and Chat meets standards

  Yes

  No

  N/A

• Guestroom entertainment platform is implemented (US/CAN)<br><br>Hotel must have the guestroom entertainment platform, including:<br> Over the Top (OTT) Entertainment Application installed (e.g. Netflix, Hulu, YouTube, Pandora, Crackle)<br> Interactive program guide<br> Required channel line-up

  Yes

  No

  N/A

• Rewards Gold & Platinum guests offered upgrade

  Yes

  No

  N/A

• Rewards Gold & Platinum guests late check-out benefit offered at check-in

  Yes

  No

  N/A

• Polystyrene (injected molded foam) use has been eliminated<br><br>Disposable food and beverage containers including plates, bowls, mugs, cups, saucers, and serving trays (food service containers including to-go/take-out containers), must not be made of expanded/injected molded foam, also known as polystyrene or Styrofoam<br>It is acceptable if coffee cup lids, forks, knives, or spoons are made of Polystyrene, as there are no viable alternatives available<br>Containers must be one of the following:<br> Reusable<br> Compostable in a commercial composting system<br> Recyclable

  Yes

  No

  N/A

General

• Marriott Hotels brand logo in use and meets standard

  Yes

  No

  N/A

• Host Made it Brilliant at least one time during the stay

  Yes

  No

  N/A

• Hotel General - All non-management Hosts' uniforms meet standards

  Yes

  No

  N/A

• Temperature Logs and Training documentation is completed and available for review

  Yes

  No

  N/A

• Ice Machines are clean and in good condition

  Yes

  No

  N/A

• Personal hygiene procedures are followed

  Yes

  No

  N/A

• Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices

  Yes

  No

  N/A

• Facility is clean and in good condition

  Yes

  No

  N/A

• Dishwashing machines properly maintained and operated

  Yes

  No

  N/A

• Cutting board policy meets standards

  Yes

  No

  N/A

• Cross-contamination prevention procedures are followed<br><br>This item will be evaluated whenever it is encountered or observed during the BSA process, including the evening service experience (e.g. if an unsanitary practice was observed during the evening lounge experience, this would be evaluated and scored as part of the food safety evaluation)<br>Hotel must store items with the highest cooking temperature requirement on the bottom shelf, and place food items with lower cooking temperature requirements above these items<br>Examples of such hazards include but are not limited to: raw animal products above ready-to-eat foods, commingling raw animal species, and thumb tacks/staples

  Yes

  No

  N/A

• Quarterly Global Food Safety Audit (GFSA) is completed and documented

  Yes

  No

  N/A