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.
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