WSL - Check In Audit

If standing in queue, an attempt to acknowledge the guest was made in a timely manner

If Mobile Check in guest was greeted with appropriate language:<br> <br>* Thank you for using mobile check-in, What did you think of mobile check-<br> in?)<br>* Because you used mobile check-in, we have your keys prepared for you; <br> We've been expecting you; Thank you for using mobile check-in , we have <br> your room ready; We have been preparing for you

Associate executed payment and key delivery components for mobile check in:<br><br>* Prepare keys and keys packets in advance<br> - It is acceptable if keys/key packets are not pre-prepared if room is not <br> ready (e.g. guest cannot be assigned a room and must wait)<br> - If room ready notification was received, key packets must be prepared in <br> advance.<br>* Verbally confirm the method of payment (e.g. using last 4 digits of credit card)

Warm welcome/greeting provided:<br><br> * "Good afternoon, welcome to the Westin"<br> * NOT "Checking in?"

Loyalty members must be verbally acknowledged at check in:<br><br>Examples include:<br> * "I see you are a Platinum Elite Member"<br> * "Thank you for being a Gold Elite member of our loyalty program"<br> * Thank member for loyalty

Guest name used during the experience at least twice

Good posture, smile, eye contact and attentive listening maintained throughout the interaction

Well-groomed and professional, wearing a uniform and name tag

Room number provided discreetly, non verbally

The associate was knowledgeable about property offerings and the local area:<br><br> * F&B hours of operation<br> * Local directions<br> * Local restaurants

Gold, Platinum, Titanium and Ambassadors offered room upgrade:<br><br> * Term "upgrade" must be used conversation<br> * Room "upgrade" may be mentioned but not available.

Complimentary lounge access provided to all Platinum, Titanium and Ambassador members.

Platinum, Titanium and Ambassador members check out time verbally confirmed at check in.

Associate offers enrollment into the BonVoy program at check in if the guest is not a member

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated:<br><br> * "Thank you for staying with us Mr. Jones, have a wonderful evening"

Associate can explain Loyalty Program member benefits:<br><br> * Be prepared to give two benefits for one of the following, Silver, Gold, <br> Platinum, Titanium or Ambassador

Associate is knowledgeable about Westin Brand Programs:<br><br> * Heavenly (bed/bath/spa/dog)<br> * WestinWorkout<br> * Westin Weekend

Platinum Elite/Titanium Elite welcome gift choice meets standards.<br> * Agent can explain the options