Template

Marriott Check-in Brand Standard and Mobile 2024

by Inspectors Marriott, from the Community

Use this checklist to evaluate Marriott hotel front desk performance against brand standards and mobile check-in. It covers guest acknowledgement, warm welcome, grooming and name tags, payment verification, Bonvoy member recognition and upgrade offers, knowledge of property and local area, discreet room number sharing, key packet delivery, use of the guest's name, additional assistance, and a warm close. Includes 104 standard check-in points and 8 mobile check-in criteria.

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Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

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by Tashya Madan, from the Community
Downloads: 10+
Get

JW Front Desk Arrival Experience Checklist

A practical hotel front desk arrival checklist for JW properties to deliver a smooth, guest focused check in. It covers proactive lobby assistance, warm greeting, posture and grooming, mobile check in support, verification of stay details and payment, recognition of Marriott Bonvoy tiers with upgrades and lounge access, discreet room number and key handling, luggage assistance, five minute check in standard, error free room readiness, brand collateral, ownership of requests using the LEARN approach, clear directions, personalized and anticipatory service, name usage, and a warm close. Includes an emotional engagement rating and signage standards.

by Tashya Madan, from the Community

Get

Template

Hotel Check-in and Arrival Audit Checklist

Evaluate hotel arrival standards with a structured check-in audit covering mobile check-in, lobby ambassador presence, warm greeting, room type and benefits review, number of keys, two-handed key delivery, payment execution, luggage assistance and escort, timely error-free check-in, local knowledge, clear directions, posture and grooming, name tag compliance, discreet room number sharing, guest name usage, proactive service, problem ownership, and sincere closing. Includes mobile check-in signage and service cues to ensure a welcoming, efficient experience.

by Ali Burns, from the Community

10+

Get

Template

MIAAP Front Office Check-in Audit 2019

This hotel front office audit template helps assess the guest check-in experience against brand standards. It covers greeting etiquette and the 15-5 rule, posture, grooming and uniform, loyalty status recognition and email confirmation, mobile check-in handling, payment review, discreet room number communication, key delivery and elevator directions, use of a welcome brochure and amenities, use of the guest name and personal connection, parking and key programming, departure time and late checkout offers, service cues, and a warm closing. Use it to coach teams and track compliance.

by MIAAP Leaders, from the Community

Get

Template

Front Desk Arrival Experience Checklist

This JW Marriott front desk arrival experience checklist guides lobby and front desk associates to deliver consistent, exceptional service. It covers proactive lobby assistance, Lobby Ambassador escort and introduction, visible management presence at peak times, and timely guest acknowledgment. It details greeting standards, mobile check in language, professional appearance, and verification of departure date, room type, and payment. The checklist ensures Marriott Bonvoy recognition, upgrades, lounge access, and late checkout confirmations for eligible elites. It includes internet assistance, mobile key delivery, discreet room number communication, luggage assistance, five minute check in timing, and error free arrivals. Standards include branded collateral, Hop to It service pace, LEARN issue resolution, appropriate verbiage, confident and knowledgeable interactions, open palm wayfinding gestures, personalized and anticipatory service, use of guest name, warm closing, emotional engagement rating, and signage compliance.

by Tashya Madan, from the Community

10+

Get

Marriott Check-in Brand Standard and Mobile 2024

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