Service Audits

• Conducted on

  Date

• Prepared by

• Location
  Address

• Host used 15/5 Rule

  Yes

  No

  N/A

• Host Offered a Warm Welcome

  Yes

  No

  N/A

• Verified the Guest's First and Last Name?

  Yes

  No

  N/A

• Was the Guest's Marriott BonVoy status used during the interaction?

  Yes

  No

  N/A

• Did the host established a personal connection with the Guest?

  Yes

  No

  N/A

Was the proper check in process done:

• If guest used Mobile Check in, stated "We've been expecting you!"

  Yes

  No

  N/A

• Verified length of Stay?

  Yes

  No

  N/A

• Verified Room type and requests on line 22 (Adjoining rooms, Handicap Accessible, High/Low Floor, etc)

  Yes

  No

  N/A

• Verfied Paying Credit Card information? For Mobile Check In: No physical Credit Card needed just verify last 4 digits on the credit card and physical ID.

  Yes

  No

  N/A

• Place room key in a key packet and wrote the room number on the key pack?

  Yes

  No

  N/A

• Explain Amenities of the hotel? (Restaurant Hours, Fitness Center Location, and if applicable stated M-Club hours.

  Yes

  No

  N/A

• Offer further assistance?

  Yes

  No

  N/A

• •Wished the guest a pleasant stay?

  Yes

  No

  N/A