WGD FD/Check In Elite

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Front Desk/Check-in

• Name of Associate that primarily managed your check‐in:

• Did the execution of the Loyalty Welcome Experience provide an elevated sense of arrival and efficiency?

  Yes

  No

  N/A

• Did the Associate ask questions to determine the reason for your stay?

  Yes

  No

• If yes, did the Associate use this information to create a personal connection?

  Yes

  No

• Did the Associate provide a sincere and welcoming interaction for one of your top guests (including a smile and eye contact)?

  Yes

  No

• Did the Associate provide the appropriate key packet presentation with brand standard Premium key and key packet?

  Yes

  No

  N/A

• Did the Associate offer more than one option for the Member Loyalty Arrival Gift (evaluator must choose the gift)

  Yes

  No

  N/A

• Did you receive your guaranteed room type?

  Yes

  No

• Did the Associate thank you for your business/loyalty?

  Yes

  No

  N/A

• Did the Associate proactively and verbally recognize you for being a loyal member?

  Yes

  No

  N/A

• Did the Associate acknowledge/speak to and deliver upon your profile preferences and pre‐arrival requests?

  Yes

  No

  N/A

• Did the Associate verbally confirm that a complimentary upgrade was provided based on your membership/loyalty status?

  Yes

  No

  N/A

• If an upgrade was provided, please indicate what type of upgrade was provided. (View, Concierge, Club, Executive Floor, Larger Room, Suite, Other)

• Did you receive the room upgrade key packet insert at the time of check-in

  Yes

  No

  N/A

• Did the Associate provide Concierge/Club/Executive lounge hours?

  Yes

  No

  N/A

• Did the Associate offer additional hotel information/services relevant to your stay?

  Yes

  No

• If staying more than 1 night, was the option to pass on housekeeping service (make a green choice/MAGC) offered at time of check-in along with program details?

  Yes

  No

• Did the Associate provide the appropriate key packet presentation with standard Platinum key and key packet?

  Yes

  No

  N/A

• Did the front desk Associate proactively offer you your loyalty Member late checkout benefit?

  Yes

  No

  N/A

• If offered, what was the latest checkout time the hotel could accommodate?

• Did the Associate proactively offer assistance with your luggage?

  Yes

  No

  N/A

• Did the Associate actively use your name throughout the interaction?

  Yes

  No

• Did the associate confirm your departure time?

  Yes

  No

• Did the associate confirm your email address?

  Yes

  No

• If YES did the associate accommodate a late check-out?

  Yes

  No

• Did the associate offer further assistance to you?

  Yes

  No

• Did the associate offer a warm and sincere closing and demonstrate their appreciation?

  Yes

  No

• How many times did the associate use your name during the interaction?

• Front Desk/Check‐In Section comments:

Bell Service

• Name of Bellman Associate that assisted you:

• Did the Bellman Associate ask questions to determine the purpose of your stay?

  Yes

  No

• Did the bellman use your name during the experience?

  Yes

  No

  N/A

• Did the bellman offer further assistance to you?

  Yes

  No

• Did the bellman offer a warm and sincere closing and demonstrate appreciation?

  Yes

  No

• Bell Service section comments

Platinum Arrival Gift

• Was the welcome gift option delivery seamless and timely?

  Yes

  No

  N/A

• Did the Associate delivering the gift/processing the voucher thank you for your business/loyalty?

  Yes

  No

  N/A

• Arrival Gift section comments:

• Yes

  No

  N/A

• Yes

  No

  N/A