R Check-in

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Service Execution: Check-in

• Ambassador Name

• Mobile check-in was evaluated

  Yes

  No

  N/A

• The Ambassador followed the 15-5 rule and was always on stage

  Yes

  No

  N/A

• At 15 feet, make eye contact and smile
  At 5 feet, maintain eye contact
  Greet the guest with a warm greeting (e.g. Good Morning/Evening)
  Be on Stage
  
  Mark NO if any of the above criteria is not met

• The ambassador provided a warm and genuine welcome, indigenous, where applicable

  Yes

  No

  N/A

• Mark NO if the Ambassador did not provide a warm and genuine welcome

• The Ambassador welcomed the mobile check-in guest with the appropriate language

  Yes

  No

  N/A

• Mark N/A if any of the following:
  
  Guest check-in was conducted via standard check-in
  
  The Ambassador must welcome the mobile check-in guest minimally with:
  
  Acknowledgement that they are a mobile guest (e.g. Thank you for using mobile check-in, What did you think of mobile check-in?)
  Convey a sense of "Welcoming you to a world of Discovery..."
  Recognize applicable Elite status and preferences (e.g. Room Type)
  
  It is NOT acceptable to ask the question "Are you checking in?"
  
  Mark NO if any of the above criteria is not met

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

  Yes

  No

  N/A

• Mark N/A if Guest check-in was conducted via standard check-in
  
  The Ambassador must:
  
  Prepare keys and key packets in advance
  Hand the guest his/her key packet
  Provide directions to the elevator/guestroom
  Step from behind the kiosk, if front desk design allows
  Verbally confirm the method of payment (e.g. using last 4 digits of credit card)
  Review room number discreetly, non-verbally
  
  Mark NO if any of the above criteria is not met

• The Ambassador anticipated the guest needs or delighted the guest during the arrival experience

  Yes

  No

  N/A

• At least once during the arrival process, an Ambassador (e.g. valet, bell, door, reception, leadership, lobby) must anticipate or delight the guest
  
  Anticipate guests needs, examples include:
  Offer to take trash from guests hand
  Offer an umbrella
  Offer to store golf clubs
  Offer a bottle of water if guest appears thirsty or hot
  Offer of heating pad for painful back
  
  Delight the guest, examples include:
  Welcome snack
  Room upgrade (room size or view)
  
  Mark NO if the Ambassador does not anticipate or delight the guest

• The Ambassador provoked the guest to discover something new

  Yes

  No

  N/A

• The Ambassador provoked discovery by initiating conversation during the check-in process and providing micro-local recommendations
  
  Examples include:
  Offering Local Navigator Guide with corresponding explanation of insider tips
  Pointing out unique spots while providing directions to needed destinations
  Share interesting facts about hotel/location
  
  Mark NO if guest was not provoked to discover something new

• The Ambassador was knowledgeable about property offerings and local area

  Yes

  No

  N/A

• Pick (1) of the following topics and inquire of the Ambassador
  
  B&F hours of operation
  Local Directions
  Local Restaurants
  Local traffic patters
  
  Mark NO if the Ambassador is not knowledgeable about the above item

• The Ambassador used the guest name during the interaction

  Yes

  No

  N/A

• Mark NO if the Ambassador did not use the guest name during the interaction

• The Ambassador offered a room upgrade at an additional charge <br><br>*Complimentary if guest is a Gold or Platinum Member

  Yes

  No

  N/A

• The Ambassador provided the Neu Lotus Spa card

  Yes

  No

  N/A

• The Ambassador offered to enroll guest in Marriott Rewards if not currently a member

  Yes

  No

  N/A

• The Ambassador offered "Your Choice" card if guest staying for more than 1 night

  Yes

  No

  N/A

• The Ambassador inquired if the guest was parking a vehicle

  Yes

  No

  N/A

• The Ambassador provided the guest with a Renaissance Journey

  Yes

  No

  N/A

• The Ambassador R Image met standard

  Yes

  No

  N/A

• The Ambassador must minimally demonstrate R Image:
  
  Style
  Attire is clean, well maintained, and appropriate fitted to body type (not too tight or baggy)
  Attire must match the color palette presented in the Uniform Style Guide
  Grooming (i.e., hair, makeup, fingernails, facial hair, etc.) appears well maintained
  
  Verbal Communication
  Speaks clearly and politely to guests using appropriate tone and volume
  Conveys confidence or enthusiasm when speaking
  
  Non-Verbal Communication
  Uses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding
  Refrains from pointing, slouching, making "thumbs up" gestures, shrugging
  
  Lifestyle Focus
  Reactively asks clarifying questions to understand guests needs and customize the experience
  
  Mark NO if any of the above criteria is not met
  

• The Ambassador provided a warm/sincere closing, demonstrating appreciation

  Yes

  No

  N/A

• The Ambassador must:
  
  Offer sincere closing
  Demonstrate appreciation (e.g., "Thank You", offering further assistance)
  
  Mark NO if any of the above criteria is not met

• The guest felt a genuine sense of welcome

  Yes

  No

  N/A

• The Ambassador was sincere during the interaction and made the guest feel welcome
  
  Mark NO if the guest did not receive a genuine sense of welcome

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

  Yes

  No

  N/A

• Mark NO if there was any element that did not meet expectations:
  
  Facility (e.g. china/glass/silver, tray/table)
  Product (e.g. condiment presentation, beverage/food items)
  Service (e.g. greeting, engagement, closing)

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

  Yes

  No

  N/A

• Mark N/A if BSA is conducted prior to Mobile Check-in program launch
  
  The Mobile Check-in sign must minimally be:
  
  In a dedicated Mobile Check-in area
  Present at all times (24 hours a day)
  In a brand specification
  
  Mark NO if any of the above criteria is not met or hotel does not participate in Mobile Check-in

• Add signature

  Sign