Title Page
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Talent audited
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Conducted on
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Prepared by
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1. Acknowledge waiting guest
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2. Determine first stay and react
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3. # of nights & departure date
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4. Thank Guest for choosing mobile key
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5. Room type
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6. Offer upsell
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7. Confirm method of payment
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8. If not member: offer sign up explain benefits
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9.All Marriott Bonvoy recognized
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10. If GLD/PLT/TIT/AMBASSADOR offer / use term “upgrade”
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11. If PLT and above confirm check-out time
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Check In (2)
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1. Confirm bed type, category, view and special request
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2. Check-in 5 min
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3. Offer luggage assistance
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4. Ask # of keycard, make 2 cards
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5. Room # provided discreetly
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6. Step around desk if no waiting guest
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7. Key placed in guests hands
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8. Key packet up to standards
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9.Offer Anticipatory service (Dining , transportation, activities, etc.)
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10. If room not ready, make suggestions and an estimated wait time is made
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Employee Signature:
