Title Page
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Conducted on
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Prepared by
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Checked ID & Collected MOP
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Departure Date & Room Type confirmed
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Delivered SPG appropriately based on membership
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Inquired about departure time
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Offered MAGC
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Sweet Dreams Waiver
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Roommates added
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Dog waiver
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Parking explained
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Did the TM ask the guest/uncover information about the reason of the stay?
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Did TM engage guest in at least one brand initiative based on reason of stay?
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Did TM demonstrate on brand behaviors?
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Offered to assist with anything further.
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Overall was the check-in experience an interaction or transaction? What could have made it more personalized?
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What information did the agent uncover about the guests to personalize their experience? How was or should this have been captured in StarGuests?
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Were there any other options the agents could have suggested based on reason for stay?
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Was there opportunity for the TM to be more on brand? Describe specific behavioral examples.
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Overall did the agent Meet, Not Meet, or Exceed your expectations? Why or why not?
