Practic

External Telephone
Telephone - Telephone etiquette meets standard

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 OPS-FRO-175
Telephone - Warm welcome/greeting provided

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 OPS-FRO-175
Telephone - The associate used the hotel name
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 OPS-FRO-297
Telephone - The associate was knowledgeable about property offerings and the local area, as applicable
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 OPS-FRO-297
 OPS-FRO-175A
Criteria
Telephone - The associate was knowledgeable about property offerings and the local area, as applicable
Mark N/A if:
 Call not answered after multiple attempts

 Connection not completed due to government or system imposed restriction
Pick (1) of the following topics and inquire of the associate:
 F&B hours of operation

 Local directions
 Property offerings, as applicable (e.g., parking options, club lounge, spa, all-inclusive amenities)
Mark No if the associate is not knowledgeable about the above item
Telephone - Guest name used during the experience, when known
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 OPS-FRO-175
Telephone - Further assistance offered to the guest
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 OPS-FRO-175
Telephone - Warm and sincere closing offered and appreciation demonstrated
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 OPS-FRO-175
Telephone - The overall experience met guest expectations and was free of negative detractors
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 OPS-FRO-175
Transportation
Hotel has a Courtesy Vehicle
Check-In
Mobile check-in was evaluated
Tags
Mobile
If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
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 OPS-FRO-175
Warm welcome/greeting provided
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 OPS-FRO-175
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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 OPS-FRO-175
Well-groomed and professional, wearing a uniform
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 OPS-FRO-175
Name tag/badge meets standard
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 OPS-FRO-283
Name tag/badge meets standard
Mark N/A if name tag/badge is not worn

AP, CALA, EMEA
All associates must minimally wear current Brand Voice name tag/name badge with associate's first name
US/CAN
Associates must wear current Brand Voice name tags/name badges that include:
 Associate's first name

Managers must wear current Brand Voice name tags/name badges that include:
 Manager's first and last names, and title

ALL CONTINENTS
Dual Branded hotels (Dual Branded hotels are shared facilities/buildings and front line associates, not a shared location/pad site or
dual manager) must use non-branded name badges
It is acceptable if:
 Non-guest facing Culinary/Stewarding team members do NOT wear name tags/name badges
 Name is embroidered for culinary, housekeeping and engineering associates
 Non-branded properties do not utilize the brand specification
 Multiple hotels that share the same land pad (located next to each other but separate hotels) managers and engineers wear
non-logo name badges
 (AP): Name tag lists first name, first and last name or just last name
Mark No if any of the above criteria is not met
Room number provided discreetly, non-verbally
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 OPS-FRO-175
All Marriott Bonvoy members are recognized at check-in
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 OPS-FRO-282E
Criteria
All Marriott Bonvoy members are recognized at check-in
Mark N/A if guest is not a Marriott Bonvoy member
Marriott Bonvoy members must be verbally acknowledged at check-in
Examples include:
 "I see you are a Platinum Elite Member"

 "Thank you for being a Gold Elite member of our Marriott Bonvoy program"
 Thank member for loyalty
Mark No if the above criteria is not met
Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade
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 OPS-FRO-304
Criteria
Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade
Mark N/A if any of the following:
 Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador Elite member

Complimentary room upgrades must be offered when available to the following members:
 Gold Elite
 Platinum Elite
 Titanium Elite
 Ambassador Elite
Suite upgrades are:
 Excluded for Gold Elite members

 Included for Platinum Elite, Titanium Elite or Ambassador Elite members
 Based on availability and identified by each hotel – at no additional charge, at check-in
 May include rooms with desirable views, on high floors, with special amenities, on Executive floors, corner
rooms and suites
 At The Ritz-Carlton, suites are only included for Titanium Elite and Ambassador Elite members and rooms with direct
Club Lounge access are excluded
Evaluate if the associate offered or mentioned a room upgrade during the check-in process
 Term ‘upgrade’ must be used in conversation

Mark Yes if:
 A room upgrade was offered & mentioned verbally during check-in

 A room upgrade was Mentioned but Not Available
Mark No if:
 A room upgrade was not verbally mentioned or offered during the check-in process, even if an upgrade was
provided/discovered upon room arrival
 Member was given the option to purchase a room upgraded room/room type
Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in
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 OPS-FRO-304
Criteria
Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in
 Guest is not a Platinum Elite, Titanium Elite, or Ambassador Elite member

 Hotel is a Vistana
 Hotel is a Resort and/or Convention Hotel
Hotel must verbally confirm check-out time with Platinum Elite, Titanium Elite, and Ambassador Elite members at time of arrival
Platinum Elite, Titanium Elite, and Ambassador Elite members receive a guaranteed late check-out as late as 4pm as part of their
Elite benefits
 If member requested a late check-out electronically via Mobile Check-in, associate must confirm time during the check-
in process
Complimentary lounge access is provided to Platinum Elite, Titanium Elite, and Ambassador Elite members
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 OPS-FNB-036
 OPS-FRO-304
Criteria
Complimentary lounge access is provided to Platinum Elite, Titanium Elite and Ambassador Elite members
 (AUTO, CY, DH, JW, MH, RH): Hotel is a resort property

 (AUTO, DH, JW, MH, RH): Hotel is located in AP, CALA, MEA and does NOT have a lounge
 (LM, SHER, WSTN): Hotel does not have a lounge or lounge is closed
 (CY): Hotel does NOT have a lounge
 Hotel has been approved to not participate in complimentary lounge access (refer
to https://www.marriott.com/loyalty/terms/default.mi)
Hotel is required to provide complimentary lounge access to Platinum Elite/Titanium Elite/Ambassador Elite members. At Delta
Hotels without a Signature Club Lounge, the member will receive access to the Elite Pantry as the approved alternative
AUTO, DH, JW, MH (US/CAN):
If the Concierge/Club/Executive Lounge is closed or not present, Platinum Elite, Titanium Elite and Ambassador Elite members
must be offered a daily choice of either:
 Complimentary breakfast for 2 in the restaurant

OR
 750 bonus points

AUTO, DH, JW, MH (EUR):
If hotel does not have a Concierge/Club/Executive Lounge Platinum Elite, Titanium Elite and Ambassador Elite members must be
offered a daily choice of either:
 Complimentary breakfast for 2 in the restaurant

OR
 750 bonus points

CY (outside US/CAN):
If the Concierge/Club/Executive Lounge is closed, Platinum Elite, Titanium Elite and Ambassador Elite members must be offered
breakfast in the restaurant
The associate was knowledgeable about property offerings or the local area
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 OPS-FRO-175
Criteria
The associate was knowledgeable about property offerings or the local area
Pick (1) of the following topics and inquire of the associate:
 Hotel offerings
 Local area
Mark No if the associate is not knowledgeable about the above
Key Cards meet standard

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 OPS-FRO-300A
Criteria
Key Cards meet standard
Hotel must utilize the current Brand Voice key cards
 It is acceptable to utilize a seasonal/promotional key card

 Seasonal/promotional key card designs will be determined during the year and communicated once determined
Outside of the US, it is acceptable for hotels to utilize dual-language versions of Brand Voice collateral.
Marriott Bonvoy Key Packet Delivery meets standard
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 OPS-FRO-282E
Criteria
Marriott Bonvoy Key Packet Delivery meets standard
The key packet must minimally be:
 Brand key card must be delivered in Marriott Bonvoy key packet

 Key packet must be delivered based on membership level (i.e. nonmember/member or Elite)
 (CY, FF, RI, SHS, TPS): Handed to the guest
 (PH): Pens used during check-in must meet brand specification
The associate provided directions to the room/suite or elevator

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 OPS-FRO-282E
Criteria
The associate provided directions to the room/suite or elevator
Mark No if the associate did not provide directions to the room/suite or elevator
Guest name used during the experience
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 OPS-FRO-175
Further assistance offered to the guest
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 OPS-FRO-175
Warm and sincere closing offered, and appreciation demonstrated
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 OPS-FRO-175
Check-in procedures meet standards
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 OPS-FRO-282E
Criteria
Check-in procedures meet standards
The following procedures must be followed:
 Guest key card must work

 Guest assigned to an unoccupied room
 Guest assigned to a clean room
 (EUR, US/CAN): Perform check-in process within (5) minutes
 (AP, CALA, MEA): Perform check-in process within (7) minutes
The experience reflected the Courtyard brand principles
Criteria
The associates provided a genuine and personalized experience
The associates displayed an understanding of the guest's needs
The experience was intuitive and efficient, allowing the guest to make the most of his/her time
Mark No if the experience did not reflect the Courtyard brand principles
The overall experience met guest expectations and was free of negative detractors
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 OPS-FRO-175
Express Check-out folio is delivered and is accurate
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 OPS-FRO-282
Criteria
Express Check-out folio is delivered and is accurate
Guest folio delivery must minimally be:
 Accurate
 Delivered to guest prior to 5am
 It is acceptable for hotels to offer the electronic express check-out folio that is system generated (e-folio)
OR

 It is acceptable for the folio to be slid completely under door/hung from door knob by 5am
Hotels located in Asia Pacific are required to utilize the electronic express check-out folio that is system generated (e-folio)
Please indicate how folio was delivered

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 OPS-FRO-282
Criteria
Please indicate how folio was delivered
 Paper folio slid under door by 5am

 Paper folio hung on door by 5am
 e-folio delivered by 5am
 e-folio emailed after check-out
Click to select and indicate in findings how folio was delivered
Guest Request
Telephone - Telephone etiquette meets standard
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 OPS-FRO-175
Telephone – Warm welcome/greeting provided
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 OPS-FRO-175
Telephone - The associate uncovered the guest's need
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 OPS-FRO-175
 OPS-FRO-297
Criteria
Telephone - The associate uncovered the guest's need
The associate must proactively uncover the guest's need before the caller had to prompt the associate
Telephone - The associate was knowledgeable about property offerings

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 OPS-FRO-175
Criteria
Telephone - The associate was knowledgeable about property offerings
Inquire of the associate about hotel offerings
Mark No if the associate is not knowledgeable about the selected item
Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding
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 OPS-FRO-175
Criteria
Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding
Mark No if the associate did not repeat back the caller's request to ensure understanding

Telephone - Guest name used during the experience, when known
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 OPS-FRO-175
Telephone - Further assistance offered to the guest
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 OPS-FRO-175
Telephone - Warm and sincere closing offered and appreciation demonstrated
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 OPS-FRO-175
Telephone - The overall experience met guest expectations and was free of negative detractors
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 OPS-FRO-175
Delivery meets standard
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 OPS-FRO-175
Criteria
Delivery meets standard
Mark N/A if item is to be picked up at front desk
The associate must minimally:
 Deliver the item within (5) minutes of the stated time, OR

 Take no longer than 30 minutes (if time is not stated)
It is acceptable for an item to be delivered earlier than the given delivery time
Delivery/Pick Up - Room delivery announcement meets standard
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 OPS-FRO-175
Delivery/Pick Up - Warm welcome/greeting provided
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 OPS-FRO-175
Delivery/Pick Up - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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 OPS-FRO-175
Delivery/Pick Up - Well-groomed and professional, wearing a uniform
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 OPS-FRO-175
Delivery/Pick Up - Name tag meets standard
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 OPS-FRO-283
Criteria
Delivery - Name tag meets standard
 Name tag is not worn

 Item picked up at front desk
AP, CALA, EMEA
US/CAN


ALL CONTINENTS
Delivery/Pick Up - The associate confirmed the item with the guest and offered to set-up the item
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 OPS-FRO-175
Criteria
Delivery - The associate confirmed the item with the guest and offered to set-up the item
Mark N/A if the auditor picked up item from the front desk
The associate must:
 Verbally confirm the item with the guest

 Offer to set-up the item (if necessary)
 Ensure that the item was what the guest requested
Delivery/Pick Up - The requested item was neat, clean and in good condition
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 OPS-FRO-175
Criteria
Delivery - The requested item was neat, clean and in good condition
Mark N/A if the auditor picked up item from the front desk
Requested item must be:
 Neat
 Clean
 In good condition
Delivery/Pick Up - Guest name used during the experience, when known
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 OPS-FRO-175
Delivery/Pick Up - Further assistance offered to the guest
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 OPS-FRO-175
Delivery/Pick Up - Warm and sincere closing offered and appreciation demonstrated
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 OPS-FRO-175

Criteria
The associates provided a genuine and personalized experience
The associates displayed an understanding of the guest's needs
The experience was intuitive and efficient, allowing the guest to make the most of his/her time
Mark No if the experience did not reflect the Courtyard principles
Delivery/Pick Up - The overall experience met guest expectations and was free of negative detractors
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 OPS-FRO-175
Service General
Service Recovery Process meets standard (Listen, Resolve, Notify)
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 OPS-FRO-175
Criteria
Service Recovery Process meets standard (Listen, Resolve, Notify)
While addressing guest issues, associates must apply all of the elements of the LEARN model
The following elements of the LEARN model are evaluated in this line item:
 Listen
 Resolve
 Notify
This line item will apply to one interaction with a high guest contact associate during the unaccompanied service evaluation at the
property
Associates must follow-up with the guest to verify the problem was corrected to their satisfaction
 Listen
 EXAMPLE: Associate shows the guest they are listening, including: give them full attention, make eye contact,
nod when appropriate, not talking over the guest or interrupting, ask questions of clarification, repeat the
issue/details back to the guest, not ask the guest to repeat the issue
 Resolve
 EXAMPLE: Associate will determine the appropriate response to the problem (using service recovery model) to
resolve the issue to the guests’ expectation, take ownership and respond immediately.
 Notify
 EXAMPLE: Associate will tell the guest how you will follow up (phone call or in person) and see it through,
inform other people or other departments to help solve this problem and prevent similar problems from
happening again. Also notify the front desk if not involved to track in service recovery tool
Service Recovery Process meets standard (Empathize, Apologize)
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 OPS-FRO-175
Criteria
Service Recovery Process meets standard (Empathize, Apologize)

While addressing guest issues, associates must apply all of the elements of the LEARN model
The following elements of the LEARN model are evaluated in this line item:
 Empathize
 Apologize
This line item will apply to one interaction with a high guest contact associate during the unaccompanied service evaluation at the
property
 Empathize
 EXAMPLE: Associate will convey the sense of understanding the frustration or hardship this issue has caused
the guest – let them know that you know how they feel, using phrases such as “I understand how that is
challenging”.
 Apologize
 EXAMPLE: Associate will say either “I am sorry”, or “I apologize” for the inconvenience, and convey
sincerity. Even when not at fault, associates must apologize for the situation
During peak periods, associates are seen proactively assisting guests
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 OPS-FRO-175
Criteria
During peak periods, associates are seen proactively assisting guests
Associate must:
 Take ownership of the lobby space

 Host the entire lobby area, no matter what their position
Hotels with welcome pods: Front desk associates must not be positioned behind the front desk unless engaged in work-related
activities
Warm welcome/greeting provided
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 OPS-FRO-175
Well-groomed and professional, wearing a uniform
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 OPS-FRO-175
Name Tags/Badges meet standard
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 OPS-FRO-283
Criteria
Name Tags/Badges meet standard
Mark N/A if name tag not worn
AP, CALA, EMEA
US/CAN


ALL CONTINENTS
Date and Time of Interaction, if additional interaction occurs
Additional Warm welcome/greeting provided
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 OPS-FRO-175
The overall experience met guest expectations and was free of negative detractors
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 OPS-FRO-175
Management Uniform meets standard
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 OPS-FRO-283
Criteria
Management Uniform meets standard
 Hotel is observing Spirit to Serve Day

 Hotel is a non-branded property
All managers must appear clean, well-groomed and professional, wearing the proper/clean/complete uniform consistently
throughout the hotel
The following are not acceptable:
 Golf/Polo shirt
 Hospital scrubs
 Jeans
 T-shirts
 Sandals
 Tennis shoes
 Black or white are acceptable for housekeeping managers only
 Multiple Marriott logos are present

 Third party/separate concept/destination restaurant (e.g., TGI Fridays, Viande) managers wear a different uniform
Non-management Associates' Uniforms meet standards
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 OPS-FRO-283
Criteria
Non-management Associates' Uniforms meet standards
 Hotel is observing Spirit to Serve Day

All associates must appear clean, well-groomed and professional, wearing the proper/clean/complete uniform consistently
throughout the hotel
Associates must follow the current uniform guide as posted on MGS (US/CAN, CALA)
 It is acceptable for hotels to follow the warm weather uniform package

The following are not acceptable:
 Golf/Polo shirt on Front Desk associates

 Hospital scrubs
 Jeans
 It is acceptable for Bistro associates and Front Desk Associates with the current uniform programs to wear jeans
 T-shirts
 It is acceptable for hotels located in Asia Pacific to wear the crew neck t-shirt as shown in uniform guide
 (CALA, CAN, EMEA, US): Sandals
 It is acceptable for associates in resort properties in Asia Pacific to wear sandals
 Tennis shoes
 Black or white are acceptable for housekeeping associates only
 Contract labor associates wear a different uniform

 Multiple Marriott logos are present
 Third party/separate concept/destination restaurant (e.g., TGI Fridays, Viande) associates wear a different uniform
Printed Signage and Collateral meets standard

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 OPS-GQA-009
 OPS-FRO-308
Criteria
Printed Signage and Collateral meets standard
All printed collateral, signage or guest facing communications must utilize an approved brand template. If logo is present, must be
the current brand logo.
This includes all areas of the hotel that is evaluated, including the guestroom. It does not include signage or collateral that is
already being evaluated in another area.
Cartouche logos and handwritten signage are not acceptable.
It is acceptable for fixed, permanent signage to not be in current Brand Voice or have the current brand logo (i.e. logo etched into
glass door, exterior signage, interior signage, evacuation graphics)
It is acceptable for multi-blended hotels (when two or more hotel brands share the same building including public space such as
fitness and back of house facilities but guestrooms are unique by brand and sold by brand) to use the current specification for
multi-blended hotels in shared spaces.
(SHS): It is acceptable for telephone faceplates to not be in current Brand Voice, including cartouche
Electronic Signage meets standard

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 OPS-GQA-009
 OPS-FRO-308
Criteria
Electronic Signage meets standard
On all TVs and digital screens (i.e. business center screen savers), if logo is present, must be the current brand logo.
This includes all areas of the hotel that is evaluated, including the guestroom. It does not include electronic signage that is already
being evaluated in another area.
Cartouche logos are not acceptable.
fitness and back of house facilities but guestrooms are unique by brand and sold by brand) to use the current specification for
multi-blended hotels in shared spaces.
Outside of the US, it is acceptable for hotels to utilize dual-language versions of Brand Voice collateral
Business Card and Letterhead meets standard

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 OPS-GQA-009
 OPS-FRO-308
Criteria
Business Card and Letterhead meets standard
Business card and letterhead must minimally be in current Brand Voice
 Is it acceptable if the hotel does not use letterhead. However, if present, it must be in the current Brand Voice
fitness and back of house facilities but guestrooms are unique by brand and sold by brand) and shared location/pad site or linked
hotels to use the current multi-blended specification.
Bedroom / Bedroom 1
Entry door safety features are fully functional
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 RSK-FRP-006
 OPS-HKP-094
Criteria
Entry door safety features are fully functional
All Guest room/suite entry doors must have:
 A single mortise lock with:

 Deadbolt
 One releasing operation to retract deadbolt and latch
 Evacuation graphics
 Entry doors that open directly to the exterior/outside are not required to have evacuation graphics posted
 Secondary locking device/privacy latch (e.g., chain latch, night latch, additional deadbolt)
 Self-closing device (must be functional, if present)
 View port
For Practice Audits only Marriott will check the following criteria in addition to the above:
Determine if entry door is self-closing or not
Check all self-closing doors in the following manner:
 Attempt the following steps once for each door:

 Open door 90 degrees
 Release door
 Door must close and latch/lock on first attempt
 Engage deadbolt and secondary locking device
 If signage indicates presence of an automatic deadbolt, deadbolt must automatically engage
 Open door to ensure deadbolt and secondary locking device/privacy latch operates properly
 Deadbolt must retract upon turning the door handle to open the door
 Look through the view port to ensure visibility
 Inspect door to ensure no kick-down or other device is installed that holds door open, defeating self-closer
Check all doors without self-closing devices in the following manner:
 Attempt the following steps for each door:

 Engage deadbolt and secondary locking device/private latch
 If automatic deadbolt present, verify deadbolt engaged
 Open door to ensure deadbolt and secondary locking device/private latch operates properly
 Deadbolt must retract upon turning the door handle to open the door
 Look through the view port to ensure visibility/functionality
 Inspect door to ensure no kick-down or other device is installed that holds door open, defeating self-closer
It is acceptable for view port to not have an operational cover if the viewport cannot be easily removed from the corridor side of
the door.
Smoke detector functional
Criteria
Smoke detector functional
 No mechanism to test
 Smoke detector will activate the total hotel alarm system if tested
Check that smoke detector is present
Ask if testing the smoke detector will activate the hotel alarm system:
 If YES, DO NOT TEST - Mark N/A

 If NO, continue testing and push test button, listen for the alert
NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate
Mark No if any of the following:
 Smoke detector does not sound alarm when tested

 Smoke detector missing
Guestroom Wireless Internet Access meets standards (AP, EMEA)
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 OPS-TECH-001
Criteria
Guestroom Wireless Internet Access meets standards (AP, EMEA)
 Hotel is located in CALA, CAN, US

 Property internet is not available in the market (the hotel should provide a letter or proof that property internet is not
available at this time)
Wireless internet materials and service must include/be:
 In 100% of the guestrooms

 Pricing information is in the guestroom or computer screen
Verify wireless property internet access is functioning in first guestroom evaluated
Closet Amenities meet standards
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 OPS-HKP-094H
 OPS-HKP-094L
Criteria
Closet Amenities meet standards
Mark N/A if room is an occupied room check
AP, CALA, EMEA
Closet area must minimally have the following items:
 Hangers:
 (6) wooden regular hangers
 (4) wooden hangers with clip
 Hanger color must consistently match
 (2) Valet/laundry/dry cleaning bags
US/CAN
 Hangers:
 (6) Regular
 (4) Clip
 (1) Valet bag - current Brand Voice specification
 (1) Valet ticket per bag
 Ticket to state service level (e.g., same day/next day)
Ironing Amenities meet standards
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 OPS-HKP-094K
Criteria
Ironing Amenities meet standards
Mark N/A if room is an occupied room check
AP, CALA, EMEA
 Iron
 Iron organizer
 Ironing board
 Full size or Length 36" /Width12"/ Height 32"
 Solid color cover
 (AP) Steamer is acceptable in place of iron and ironing board
 Steamer needs to be placed in a bag or in a box
 Iron and Ironing board must be available upon request
US/CAN
 Iron
 Iron organizer
 It is acceptable for the iron to be located on a shelf provided a heat resistant pad is utilized
 Ironing board and cover:
 Full size or mid-size
 ADA rooms may have table top boards
Guest room Coffee setup meets standard
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 OPS-HKP-094F
Criteria
Guest room Coffee setup meets standard
Guest room coffee setup must minimally include the following items:
AP, MEA
 (1) Electric kettle

 (2) Regular instant coffee sachets
 (2) Decaf instant coffee sachets
 (4) Individual packaged teas:
 (2) Breakfast teas
 (AP): (2) Regional teas
 (MEA): (2) Organic herb teas
 (2) Sanitized mugs
 (2) Disposable cups
 (MEA): (2) Continent approved condiment kits
 (AP): Below stored in condiment boxor built-in drawer
 (2) White sugar packs
 (2) Brown sugar packs
 (2) Substitute sugar (sweetener)
 (2) Powdery creamer
 Complimentary larger size milk is an acceptable replacement for individual milk/UHT creamer/non-
dairy creamer and may be placed by the coffee set (shelf stable only) or in the mini-bar/refrigerator
 Open/used milk products must be replaced upon each checkout
EUR
 (1) Electric kettle

 (1) Tray
 (1) Condiment box, black leatherette unless organized in drawer, containing:
 (2) Soluble regular coffee (where available in market)
 (2) Decaf coffee (where available in market)
 (4) Tea envelopes - Variety
 (4) Sugar sticks:
 (2) White
 (2) Brown
 (2) Sweeteners
 (2) Milk or creamer stick
 (2) Wood or plastic stir sticks, or spoons
 (2) Tumblers
 (2) Disposable cups, with lids (8oz., black)
 (2) Napkins
 (2) Coasters (plain, NOT in Brand Voice)
US/CAN, CALA
 (1) Coffeemaker (1-cup or 4-cup size)

 On a tray placed on either a coffee shelf or on bathroom vanity counter
 (1) Decaffeinated coffee packet/K-cup
 (1) Regular coffee packet/K-cup
 (2) Pre-packaged condiment kits containing:
 Sugar packets
 Sugar substitute packets
 Stir-sticks
 Non-dairy creamer
 (2) Disposable paper cups, lids and sleeves
Coffee must be (1) of the following:
 Royal Cup: Rainforest Alliance

 Courtesy Products: Rainforest Blend
 (CALA): Locally approved option
If the hotel uses a Keurig brewer, coffee must be (1) of the following:
 (US): Royal Cup Rainforest Reserve Regular OR Rainforest Bold

 (US): Green Mountain Decaf
 (CAN): Timothy’s Colombian Excelencia Rainforest Alliance Regular and Decaf
Guestroom Collateral meets standard

MGS Search Hide
 OPS-HKP-094E
Criteria
Guestroom Collateral meets standard
AP, CALA, EMEA
Rooms must minimally have the following:
 Do Not Disturb sign

 Brand Voice specification
 It is acceptable for DND to be electronic
 Guest Information Guide/Guest Services Directory
 (CALA, EMEA): Current Brand Voice specification (heavy card stock)
 It is acceptable for the Guest Service Directory to be on the television
US/CAN
Rooms must minimally have:
 Current Brand Voice specification for:

 Do Not Disturb
 It is acceptable for DND to be electronic
 Guest Information Guide/Guest Service Directory
 Current Brand Voice specification (heavy card stock)
 It is acceptable for the Guest Service Directory to be on the television only IF the hotel has installed the
Guestroom Entertainment Platform
 (US): Marriott Bonvoy credit card collateral: Unpack a Little Something
 The piece must be placed flat with the cover side up and the cover must be 100% visible
 The advertorial may not be located under anything else, such as a phone, and may not be placed inside
something such as a guest directory
It is acceptable for Bistro To Go menu collateral to be in place
Mark No if the any of the above criteria is not met
Reading Materials meet standards
MGS Search Hide
 OPS-HKP-094P
Criteria
Reading Materials meet standards
Reading materials must minimally include:
 Bible
 Book of Mormon
It is acceptable if any of the above is not present when prohibited by culture/law
In countries or markets where providing these books may not be appropriate, hotels/resorts have the option to provide a card in the
top dresser drawer that directs guests to contact guest services for religious books
Television meets standard
MGS Search Hide
 OPS-FRO-069
Criteria
Television meets standard
Television must minimally be a 32" (81.28 cm) Flat Panel with a remote control
After checking in, it is acceptable for the television to be on when the guest enters the guestroom
Please note: Requirements listed above may be lesser than the current brand standard. See current standard (MGS link below) for
purchasing requirements
Telephones meet standard

MGS Search Hide
 OPS-HKP-094A
 OPS-HKP-094Q
Criteria
Telephones meet standard
AP, EMEA, CALA
Guestroom/suite must minimally have (1) Telephone
US/CAN
Guestroom/suite must minimally have:
 (1) Telephone
 Telephone must minimally have:
 Desk phone cords longer than 7' must be bundled or spooled (retractable cords acceptable)
 Emergency dialing information (e.g., 911) must be visible on the phone faceplate or a sticker
Notepad and Pen meets standard
MGS Search Hide
 OPS-HKP-094W
Criteria
Notepad and Pen meets standard
Rooms must minimally have:
 Current Brand Voice specification for:

 Notepad
 Pen
 A branded pencil is acceptable (AP)

Guest Room Recycling meets brand standard
MGS Search Hide
 OPS-SUS-020
 Guest Room Recycling MGS Page (Labels)
Criteria
Guest Room Recycling meets brand standard
Mark N/A if:
 Hotel brand is PH
 Hotel brand is TRB and recycling bin not present
Guest room recycling must minimally include:
 Recycling bin or recycling portion of split waste/recycling bin

 (AC/CY/DH/ED/FF/GH/JW/MEA/MH/MX/RC/RCDC/RH/RI/SHS/TPS): Recycling bin/portion meets brand
specification
 Recycling bin/portion is labeled with the appropriate label (depicting what should be recycled, e.g., paper, glass)
Ask associate to:
 Using the Guestroom Recycling Exemption - Exception Tracker in the Compliance tab of the Serve 360 Resources &
Tools page on MGS, enter/search for the hotel's MARSHA code
 If property has an approved exemption/exception, please follow instructions in Excel spreadsheet
Mark No if property:
 Is on Excel spreadsheet and does not meet instructed criteria in the spreadsheet
 Is not on Excel spreadsheet and does not meet the question criteria
Alarm Clock meets standards

MGS Search Hide
 OPS-HKP-094A
Criteria
Alarm clock meets standards
Mark N/A if alarm clock is not present
If present, Alarm Clocks must minimally have:
 Alarm in the off position for Vacant Ready rooms

 Battery back-up option must have a battery installed
 Correct time (within 2 minutes)
(AP) Effective January 1 2022, for new-builds, conversions and renovations:
 Each guest room must have a high-quality sound system / sound bar or Bluetooth speaker
Bedside Power meets standard

MGS Search Hide
 OPS-HKP-094A
Criteria
Bedside Power meets standard
Each guestroom must minimally have/be:
 (1) AC power outlet

 (1) USB power port
 Readily accessible to the guest (i.e., not behind the night stand & not moving furniture to access)
It is acceptable if a hotel has a separate stand-alone charging device placed bedside or offers these outlets bedside via a lamp or
alarm clock
Pillows meet standard (CALA, EMEA)
MGS Search Hide
 OPS-HKP-094C
Criteria
Pillows meet standard (CALA, EMEA)
 Room has been "pre-blocked" with a special request for pillows and documentation provided
 Hotel located in AP, US/CAN
One of the following pillow arrangements must be present:
 King bed:
 (2) jumbo natural/feather
 (2) jumbo synthetic/foam
 Queen bed:
 Double bed:
 Twin bed:
 Pillowcases must be:
 Correct size
 White
 It is acceptable to utilize accent/trim color on pillowcases
Bedroom Condition - Pillow Age
MGS Search Hide
 OPS-HKP-094C
Criteria
Bedroom Condition - Pillow Age
Pillows must be replaced within the required timeframe:
 Natural/Feather pillows must be dated within the last 5 years based on the manufacturer’s tag
 Eco/Synthetic pillows must be dated within the last 3 years based on the manufacturer’s tag
When evaluating the manufacturer’s tag, the below parameters must be followed:
 Pillows without a pre-printed date on the manufacturer’s tag OR without a manufacturer-attached “date in service” (i.e.,
hole punch or pen mark over month/year) tag are not acceptable
 Pillow tag may have a place to indicate the date a pillow went into use (i.e., hole punch or pen mark over month/year)
 Un-punched/unmarked tag defaults to manufacturer’s pre-printed date
 An unclear punch/mark defaults to the older date
 Future punched dates are not acceptable
For 2022: Eco/Synthetic pillows purchased between 2018-2020 may be dated within the last 4 years based on the manufacturer
tag (i.e., one year extension).
For 2022: Natural/Feather pillows purchased between 2016-2020 may be dated within the last 6 years based on the manufacturer
tag (i.e., one year extension).
(AP, MEA): It is acceptable if pre-printed date on manufacturers tag indicates up to 3 months past the expiration to allow for
"shelf life" meaning a pillow is created, but not put into use
(EUR, US/CAN): It is acceptable if pre-printed date on manufacturers tag indicates up to 6 months past the expiration to allow for
"shelf life" meaning a pillow is created, but not put into use
Bedroom Condition - Pillow Fold Test

MGS Search Hide
 OPS-HKP-094C
Criteria
Bedroom Condition – Pillow Fold Test
With the pillow case and protector removed, conduct pillow fold test on all pillows on bed that was evaluated
Conduct pillow test on a hard surface
Do not conduct pillow test on decorative pillows
To complete the pillow fold test:
 Assign two associates: one to time the Hold, and the other to time the Release using the stopwatch feature on your phone
 A third associate will complete the fold test
 Place pillow on a flat surface
 Place both hands palms up, under each end of the pillow
 Make sure hands are 2 inches from the end of the pillow when folding
 Fold one hand on top of the other, but do not push down
 Hold for a count of 3 seconds and then release by removing hands
 If your pillow opens flat within 8 seconds, it will pass the test
 If your pillow does not open flat within 8 seconds, it will not pass the test
Mark No if pillow does not open flat within 8 seconds
Bedroom/Bathroom Odor is neutral
Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork
Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork
Bedroom Cleanliness – Ceiling
Bedroom Condition – Ceiling
Bedroom Cleanliness - Flooring/Carpet
MGS Search Hide
 OPS-HKP-088
 OPS-ENG-023 (AUTO)
Criteria
Bedroom Cleanliness - Flooring/Carpet
Dampen a washcloth slightly
To dampen cloth:
 Take a clean white washcloth and unfold it completely

 With sink stopper engaged, fill sink with 1 inch of water
 Let water drain completely out of sink
 Use open clean white washcloth to dry sink
 Washcloth should be only slightly damp
 Fold washcloth into quarters
Ensure all the drapes/blackouts are opened and all lights are turned on
To complete carpet test/hard surface floor test:
 Position yourself in a high traffic area away from the main entry
 Place your back towards the window/sliding glass door
 Kneel and with medium pressure take 5 swipes 12 inches long in same area with a back and forth motion
 While kneeling, hold washcloth at arm's length to evaluate washcloth
It is acceptable for carpet dyes/colors transfer on washcloth if it is the only item clearly visible (e.g., dirt is not present)
You must use a separate clean, white, dry washcloth for each room/suite
Check underneath the beds (if applicable)
Check carpet, carpet base, hard surface floor and transition strip
 Any cleanliness issues

 Dirt is clearly visible on the washcloth
Bedroom Condition - Flooring/Carpet
Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe
Bedroom Condition - Closet Area/Ironing Board/Iron/Safe
Bedroom Cleanliness - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar
Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/Microwave/Mini Bar/Wet Bar
Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables
Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables
Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)
Bedroom Condition - Desk/Desk Chair/Trashcan(s)
Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)
Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)
Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral
Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral
Bedroom Cleanliness - Lamps/Lighting
Bedroom Condition - Lamps/Lighting
Bedroom Cleanliness - Windows/Window Treatments
Bedroom Condition - Windows/Window Treatments
Bedroom Cleanliness - HVAC/Ventilation
MGS Search Hide
 OPS-HKP-088
 OPS-ENG-025 (CY, DH, FIS)
Criteria
Bedroom Cleanliness - HVAC/Ventilation
In rooms with multiple PTAC/HVAC units, select (1) PTAC/HVAC unit to evaluate
Check controls, control cover, filter, sides, top and vents
Mark No if any cleanliness issues are noted
Bedroom Condition - HVAC/Ventilation

MGS Search Hide
 OPS-HKP-088
 OPS-ENG-025 (CY, DH, FIS)
Criteria
Bedroom Condition - HVAC/Ventilation
Turn on the PTAC or adjust the HVAC unit thermostat and check that the following settings are operational and quiet:
 Low and high heat

 Low and high cool
 Fan only
Ask an associate to remove the cover of the PTAC unit or gain access to the HVAC (if accessible) and check the following:
 Coils appear to be free of dust and soil build-up

 Drain pan free of mildew
 Filter has minimal dust build-up
 Condenser, fins and coils are free of ice build-up
It is acceptable for:
 Pleated filters to have less than 1/4" build-up in crevasse

 Screen filters to have 80% or less of surface area covered
HVAC closets/areas must be kept clean and in good condition
Check controls, control cover, sides, tops and vents
 All settings or unit not operational

 Condition issues
Bedroom Cleanliness - Balcony/Patio Furniture/Area
Bedroom Condition - Balcony/Patio Furniture/Area
Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring
Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring
Bedroom Cleanliness - Bedding/Linens/Coverlets/Free of Wrinkles
Bedroom Condition - Bedding/Linens/Coverlets
Bedroom Cleanliness - Pillows/Shams
Bedroom Condition - Pillows/Shams
MGS Search Hide
 OPS-HKP-094C
Criteria
Bedroom Condition – Pillows/Shams
Condition issues are generally defined as something that needs to be repaired, replaced, or renovated
For pillows, some of the most common condition issues are (note: this is not an all-inclusive list):
 Appears flat, lifeless

 Faded or threadbare
 Split seams
 Holes, burns, rips or tears
 Mildew
 Stains, marks or graffiti
Mark No if the pillow is in poor condition
Room/Suite is free of pests
The experience met guest expectations and was free of negative detractors
MGS Search Hide
 OPS-FRO-175
Criteria
The experience met guest expectations and was free of negative detractors
Mark No if there was any element that did not meet expectations:
 Facility (e.g., room environment, cluttered, dated FF&E)

 Product (e.g., food/beverage items and presentation)
 Service (e.g., negative conversations, engagement)
Bathroom / Bathroom 1
Program-required Bath Amenities meet standard
MGS Search Hide
 Residential Bath Amenities
 CALA Residential Bath Amenities
 OPS-HKP-093B
Criteria
Program-required Bath Amenities meet standard
Brand-approved bath amenities are present and meet the minimum requirements of one of the below programs:
 Current Brand/Continent approved substitute Program

 Current Brand Approved Bridge Program
 Brand Approved RBA Program
Programs may not be mixed in Guestroom

Glassware and Bath Vanity Amenities meet standards
MGS Search Hide
 OPS-HKP-093B
 OPS-HKP-094T
 OPS-HKP-093F
Criteria
Glassware and Bath Vanity Amenities meet standards
Amenities must minimally include:
 Sanitized glasses (located anywhere in the guestroom)

 (2) King/Queen guest room
 (4) Double/Double guest room
 Facial Tissue Box, with cover (or in built-in cover in the vanity)
 Toilet Tissue
Hair Dryers meet standard
MGS Search Hide
 OPS-HKP-093E
Criteria
Hair Dryers meet standard
Ask for the opening date of hotel
Hair dryers must minimally be:
 Hotels open prior to 9/1/2017:

 1500 watts
 Hotels opened on 9/1/17 or after must offer a hairdryer that is:
 Not mounted on wall
 Ionic/ceramic technology
 (AP, CALA, MEA, US/CAN): 1875 watts
 It is acceptable for hotels located in Japan and Taiwan to have 1200 watt or higher hair dryers
 (EUR): 1800 watts
AP
 Hair dryer must be placed in one of the following locations:

 In a box, if it is sitting on an exposed shelf
 In a box or bag (cloth or non-woven) if it is placed in a drawer
 Plastic bags are not acceptable
Bath Terry meets standard

MGS Search Hide
 OPS-HKP-093H
Criteria
Bath Terry meets standard
Bath terry must minimally be/include:
All Regions
 White
 Match within room
 (1) Bath mat
AP/CALA/MEA (2 beds) & US/CAN
 (3) Bath towels

 (3) Hand towels
 (3) Wash cloths
AP/CALA/MEA (1 bed) & EUR
 (2) Bath towels

 (2) Hand towels
 (2) Wash cloths
Linen & Terry Re-use Program meets standard
MGS Search Hide
 OPS-HKP-094V
Criteria
Linen & Terry Re-use Program meets standard
Linen and Terry Re-use program participation is communicated through Guestroom collateral
Collateral must include:
 Terry Reuse Hanger/Card

 Must be in current Brand Voice
 Located in vanity/bathroom area
 It is acceptable if this information is contained in Guest Services Directory
It is acceptable for hotels to additionally utilize Housekeeper Confidence Card
Bathroom Cleanliness - Doors/Walls/Baseboards
Bathroom Condition - Doors/Walls/Baseboards
Bathroom Cleanliness – Ceiling
Bathroom Condition – Ceiling
Bathroom Cleanliness – Floor
Bathroom Condition – Floor
Bathroom Cleanliness - Sink/Counter/Shelves/Faucets
Bathroom Condition - Sink/Counter/Shelves/Faucets
Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures
Bathroom Condition - Mirrors/Lighting/Light Fixtures
Bathroom Cleanliness - Vents/Exhaust Fans
Bathroom Condition - Vents/Exhaust Fans
Bathroom Cleanliness - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)
Bathroom Condition - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)
Bathroom Cleanliness - Linens/Terry
Bathroom Condition - Linens/Terry
Bathroom Cleanliness – Toilet
Bathroom Condition – Toilet
Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod
Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod
Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures
Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures
Elevator
Elevators Cleanliness – General
Elevators Condition - General
Corridors
Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Corridors/Stairways Cleanliness – Floor
Corridors/Stairways Condition – Floor
Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items
Corridors/Stairways Condition - Furniture/Equipment/Décor Items
Vending Area Cleanliness – General
Vending Area Condition – General
Laundry
Guest Laundry Cleanliness – General
Guest Laundry Condition – General
Lobby
Marriott Bonvoy Signage meets standard
MGS Search Hide
 OPS-FRO-304
 Marriott Bonvoy Collateral Guide
Criteria
Marriott Bonvoy Signage meets standard
Mark N/A if hotel does not participate in Marriott Bonvoy
Marriott Bonvoy Signage must be/include the following components:
 Brand specification
 Located in the lobby, the designated check-in area or the business center
 Include the following components:
 Select Brands
 Desk Sign
 Brochure Holder
 (All brands except AC, MX): Wall Mounted Signage
 Premium Brands
 (All brands except MEA): Desk Sign
 (All brands except AUTO, TRB): Brochure Holder
 (All brands except AUTO, MEA, TRB): Wall Mounted Signage
 Luxury Brands
 Desk Sign
 (JW): Brochure Holder
 (JW): Wall Mounted Signage
Mark No if you find any of the following:
 Property does not have required Marriott Bonvoy signage in place

 Required signage/brochure holder does not meet the brand specification
Front entrance area is free of clutter
MGS Search Hide
 OPS-FRO-305
 OPS-FRO-294A
Criteria
Front entrance area is free of clutter
Front entrance area (Porte cochere, vestibule, sliding/rotating doors, etc.) must refrain from being cluttered.
Examples include, but not limited to:
 Newspaper racks in the vestibule/lobby/restaurant (may be in vending area)

 Artwork/directional signs that do not match interior design scheme
 Plastic flowers
 Posters and easels not part of branded program (e.g., RI Mix)
 Toys/playthings/play areas
 Local area brochures or CD's/brochure racks or CD racks (may be in vending area)
 Hand-written flip chart reader boards
 Non-approved clings on front door (e.g., trip advisor, AAA, hotels.com, and any other third party ranking type of award)
 Award/Affiliation plaques, including Marriott and non-Marriott awards. Examples include, but not limited to:
 Marriott hotel of the year
 Diamond GM
 Platinum Hotel of the year
 Chamber of Commerce
 Lion’s Club)
All lobby and public areas are free of clutter
MGS Search Hide
 OPS-FRO-305
 OPS-FRO-294A
Criteria
All lobby and public areas are free of clutter
All lobby and public areas (e.g., lobby, fitness center, pool, public restrooms) must refrain from being cluttered.
Examples include, but not limited to:
 Fish bowls/briefcases for customer business cards

 Comment cards (should be kept behind the front desk)
 Newspaper racks in the vestibule/lobby/restaurant (may be in vending area)
 It is acceptable if the newspaper rack is purpose built-in to a piece of equipment (e.g., CY GoBoard)
 Artwork/directional signs that do not match interior design scheme
 Plastic flowers not part of the design package
 Posters and easels not part of branded program
 Toys/playthings/play areas
 Local area brochures or CD's/brochure racks or CD racks (may be in vending area)
 Hand-written flip chart reader boards
 Non-approved clings on front door (e.g., trip advisor, AAA, hotels.com, and any other third party ranking type of award)
 Award/Affiliation plaques, including Marriott and non-Marriott awards. Examples include, but not limited to:
 Marriott hotel of the year
 Diamond GM
 Platinum Hotel of the year
 Chamber of Commerce
 Lion’s Club
 (FF): Breakfast tables / coffee tables must be completely clear of any collateral or decorative items
GoBoard meets standard (EUR, US/CAN)

MGS Search Hide
 OPS-FRO-263A
Criteria
GoBoard meets standard (EUR, US/CAN)
Mark N/A if any of the following if:
 Hotel is located in AP, CALA, MEA

 Hotel does not have a Go Board
 Hotel is a Dual Branded hotel
If present, GoBoard must be/include:
 Operational 24 hours per day

Main Entry/Vestibule Cleanliness – General
Main Entry/Vestibule Condition – General
Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lobby Cleanliness – Floor
Lobby Condition – Floor
Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items
Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items
Lounge Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lounge Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lounge Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lounge Condition – Floor
Lounge Cleanliness - Furniture/Equipment/Décor Items
Lounge Condition - Furniture/Equipment,/Décor Items
Retail Shop
Retail Cleanliness – General
Retail Condition – General
Business Center
Business Center Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Business Center Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Business Center Cleanliness – Floor
Business Center Condition – Floor
Business Center Cleanliness - Furniture/Equipment/Décor Items
Business Center Condition - Furniture/Equipment/Décor Items
Public Restrooms
Public Restroom meets standards
MGS Search Hide
 OPS-FRO-294A
 OPS-HKP-070
Criteria
Public Restroom meets standards
Mark N/A if the public restroom is under complete renovation and not available for guest use
Hotels with multiple public restroom locations, choose (1) set of restrooms to check
Public restroom must have the following:
 Toilet tissue
 Hand towels or hand dryer
Public restroom must not have any of the following:
 Advertisements of any kind

 Flower arrangements/plants
 Framed pictures (hanging on wall is acceptable)
 Potpourri containers
Public Restrooms Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Partitions
Public Restrooms Condition - Walls/Doors/Ceiling/Vents/Lighting/Partitions
Public Restrooms Cleanliness – Floor
Public Restrooms Condition – Floor
Public Restrooms Cleanliness - Toilets/Urinals
Public Restrooms Condition - Toilets/Urinals
Public Restrooms Cleanliness - Sinks/Vanity/Mirrors
Public Restrooms Condition - Sinks/Vanity/Mirrors
Public Restrooms Cleanliness - Furniture/Equipment/Décor Items
Public Restrooms Condition - Furniture/Equipment/Décor Items
Meeting Room/Function Space
Meeting Room Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Meeting Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Meeting Room Cleanliness – Floor
Meeting Room Condition – Floor
Meeting Room Cleanliness - Furniture/Equipment/Décor Items
Meeting Room Condition - Furniture/Equipment/Décor Items
Fitness Center
Fitness Center - Amenities meet standards
Fitness Center Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Fitness Center Cleanliness – Floor
Fitness Center Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Fitness Center Condition – Floor
Fitness Center Cleanliness - Furniture/Equipment/Décor Items
Fitness Center Condition - Furniture/Equipment/Décor Items
Fitness Center Condition – Equipment
Exterior
All exterior accent and signage lighting is operational
Exterior Cleanliness - Signs/Flags/Flagpoles
Exterior Condition - Signs/Flags/Flagpoles
Exterior Cleanliness - Parking Lot/Garage/Curbs
Exterior Condition - Parking Lot/Garage/Curbs
Exterior Cleanliness - Landscaping/Shrubbery/Trees
Exterior Condition - Landscaping/Shrubbery/Trees
Exterior Cleanliness - Outbuildings/Building Facade/Windows
Exterior Condition - Outbuildings/Building Facade/Windows
Exterior Cleanliness - Entrances/Walkways/Exterior Stairs/Sidewalks
Exterior Condition - Entrances/Walkways/Exterior Stairs/Sidewalks
Exterior Cleanliness - Outdoor Experience/Barbeque Area/Gazebo/Pavilion
Exterior Condition - Outdoor Experience/Barbeque Area/Gazebo/Pavilion
Back/Heart of House
Was there clear indication of a compromise in anonymity and attempt to stage any of the encounters or facilities?
MGS Search Hide
 OPS-FRO-287E
 OPS-GQA-003
Hotel has been owned or managed by the same owner or management company for the last 13 months
Criteria
Hotel has been owned or managed by the same owner or management company for the last 13 months
Ask if hotel has had same owner or management company for the last 13 months
If a change in owner or management company has taken place, ask for documentation showing the following minimum
information:
 Date of the change in owner or management company

 Name of new owner or management company
Documentation may be in any form, the most common used examples are:
 Management company agreement

 Marriott's e-mail announcement of change
 News Release
 Public Record
 Franchise agreement
NOTE: If hotel presents proper documentation, you must mark N/A for training and documentation items as listed in the criteria
of the individual items
 Timing of N/A option is from 30 days to 13 months, please review the individual criteria
If hotel has been opened for less than 13 months and has not had an owner/management change, MARK YES to this item
If hotel has been opened for less than 13 months and had an owner/management change, Mark No to this item
Does the hotel have any form of gambling or betting on property where currency or money is being wagered (e.g., slot
machine(s), lottery ticket(s) or lottery game(s), dice game(s), keno, animal or sports betting)?
Criteria
Does the hotel have any form of gambling or betting on property where currency or money is being exchanged (e.g., slot
machine(s), lottery ticket(s) or lottery game(s), dice game(s), keno, animal or sports betting)?
During the mystery and announce portions, observe hotel offerings to determine if any form of gaming or betting is on property
Mark Yes if any form of gambling or betting is seen on property and indicate in findings what type of gaming/betting is observed
Mark No if there is no form of gambling or betting on property
This is a 0-point question and will not impact the Operations section score
Hotel Website Photography meets standards

MGS Search Hide
 Courtyard Brand Photography Guidelines
 Marketing Photography
Criteria
Hotel Website Photography meets standards

Photography in the "photo tour" section of the hotel website must:
 Represent the actual hotel (no generic or shared images; no shared images between hotels unless a shared spaced in an
approved multi-branded property)
 Corporate-approved stock photos are acceptable within 90 days of opening a hotel
 Hotel must update photography (published and viewable on marriott.com) within 90 days following a renovation,
property improvement plan or major changes at the property including, but not limited to:
 Guestroom renovations
 Lobby renovations
 Exterior renovations
The following images are required*:
 Bed Types/Accommodations types sold online:

 Guestrooms: King, Queen/Queen, Double/Double
 Suites: King, Queen, Queen/Queen, Double/Double
 Standard bathrooms
 Public Space
 Exterior
 Lobby
 Fitness center
 Pool
 Meeting space
 Business center/Lobby PC area
*Note: If room types, spaces or amenities are not present at property, website photography is not required
**Note: Corporate stock photos are the only acceptable “Bistro Food” website photography
Straw Usage Throughout Property meets standards
MGS Search Hide
 OPS-FNB-152
Criteria
Straw Usage Throughout Property meets standards
Mark N/A if restaurant is a licensed concept

All F&B areas including but not limited to events/banquets, restaurants, bars, in-room dining, club/executive lounge, lobby
lounge, spa, fitness etc. are required to only provide straws upon request in accordance with the standard. Approved alternatives to
plastic straws must be used.

Aligning global environmental concerns on the use of single use plastics with Marriott International’s Serve 360 2025 goals,
properties must only offer straws upon request

It is acceptable for straws (e.g., paper, stainless steel etc.) to be used in frozen drinks, blended drinks, children’s cups with lids,
liquid yogurt and atypical vessels (e.g., coconut, heavily garnished glass) used for alcoholic beverages or their virgin alternatives
(ED): Plastic straws are not permitted under any circumstances (including licensed concepts)
During encounter observe if:
 Straws are provided without request from guest or associate

 Plastic straws are in use
Mark No if any straw is provided automatically
Pepsi standard is in compliance
MGS Search Hide
 OPS-FNB-088
Criteria
Pepsi standard is in compliance
 Hotel/property does not serve any F&B (including event space)

 Hotel/property does not have F&B, retail outlets (e.g., Market/In a Pinch/Pantry/Gift Shop) or meeting space
 All Retail and F&B outlets are licensed concept/operated by a third party
 Hotel/property is listed as “Mark N/A” on the BSA Evaluation list
 Hotel brand is AUTO, NB, PH, or TRB
Any retail and F&B outlet that is operated by the hotel/property will be evaluated
There are several requirements hotels/properties must follow to be in compliance with the Pepsi Standard:
 Coca-Cola products must not be seen within the hotel/property in guest view, including: Coke, Diet Coke, Sprite,
Powerade, Minute Maid bottled juices, Dasani and Smart waters
 It is acceptable for a hotel to have tonic water, club soda, ginger ale & Dr Pepper
 Does not include banquet storage areas
 If Coke is present on a meeting break it must be specifically listed on the BEO as a client request, Auditor may
ask to see the BEO
 Hotel may provide upon specific guest request (must not be listed on the menu)
 Refreshment center/mini bar- no Coca-Cola products are present
 (AP, CALA, EMEA): Pepsi must be present
 (AP, CALA, EMEA): Diet Pepsi or equivalent (i.e., Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi
Zero)
 It is acceptable to for a hotel to have tonic water, club soda, ginger ale & Dr Pepper
 (US/CAN - AH, FP, GH, LM, SHER, WSTN, W): Complimentary water, if present in guestroom, must be Aquafina
 (AP, CALA, EMEA): Private label water, if present, cannot come from a Coke bottler
 All F&B operations including restaurants & retail outlets must minimally offer the required beverages listed below, per
continent
 Restaurant evaluation: Evaluating that no Coke products are listed on the menu or offered by an associate
 It is acceptable to for a hotel to have tonic water, club soda, ginger ale & Dr Pepper
 Retail outlets (e.g., The Market/In A Pinch/Pantry/Gift Shop) must minimally carry required beverages as listed below:
 (AP): (3) required beverages
 (CALA): (2) required beverages
 (CAN): (6) required beverages
 Lipton ready to drink teas must be available in all outlets, including banquets
 (EUR): (3) required beverages
 (United Kingdom): (4) required
 (MEA): (4) required beverages
 (US): (6) required beverages
 VasaPure and any other private label/generic water is not approved for retail
 (US/CAN): Aquafina must be available in all retail outlets
All F&B operations (e.g., restaurants, room service, event management coffee breaks and retail outlets such as The Market/In A
Pinch/Pantry/gift shop) must minimally offer the following beverages:
AP
 Pepsi
 Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)
 7-Up, Schweppes Lemonade, Sierra Mist, or Trevi products
 (3) of the above options must be available in any retail outlet
It is acceptable to offer less than 3 brands in the event there is no Diet option offered by PepsiCo- Written confirmation from the
Regional Procurement Office must be available
CALA
 Pepsi
CAN
 Pepsi
 Diet Pepsi
 Mountain Dew
 7-Up
 Lipton Pure Leaf Tea
 Aquafina (retail only)
EUR
 Pepsi
 7-Up
 (United Kingdom): Britivic Mixers
 (4) required United Kingdom
 It is acceptable to offer less than 3, or no alternative to Diet Pepsi; shall PepsiCo. not offer adequate assortment; written
confirmation from the Regional Procurement Office must be obtained and be shown during audit
MEA
 Pepsi
 7-Up
US
 Pepsi
 Diet Pepsi
 Mist Twst/Sierra Mist
 Diet Mountain Dew
 Mountain Dew
 Aquafina (retail only)
Associate can explain Marriott Bonvoy member benefits
MGS Search Hide
 OPS-FRO-304
Criteria
Associate can explain Marriott Bonvoy member benefits
 The hotel is a non-branded property

 Hotel does not participate in Marriott Bonvoy
Associate may only use hotel specific or Marriott Bonvoy training/promotional references for the following questions.
Associate must be on hotel's payroll.
Ask associate to name (2) benefits Silver Elite members receive at the Brand Hotel you are at:
 10% bonus points

 Priority late check-out
 Ultimate Reservation guarantee
 Member rates
 Gift Shop discount (AUTO/DH/GH/JW/MEA/MH/MX/RH/LC/LM/SHER/SR/TRB/W/WSTN)
 RC and ED (only applies to logo merchandise)
 Free Wi-Fi
Ask associate to name (2) benefits Gold Elite members receive in addition to Silver Elite tier at the Brand Hotel you are at:

 2pm late check-out (based on availability)
 Gold Elite welcome gift
 Room Upgrade (based on availability)
 Free enhanced Wi-Fi
Ask associate to name (2) benefits Platinum Elite members receive in addition to Gold Elite tier at the Brand Hotel you are at:

 Platinum Elite Welcome Gift Choice, e.g., breakfast or amenity or points
 Access to concierge/club/executive lounge only applies to the following Brands
 MH, JW, DH, AUTO, RH, CY (Outside US/CAN), excluding resorts and hotels without a lounge
 SHER, LM, WSTN (including resorts at these brands)
 4pm late check-out (except Resorts and Convention hotels)
 Annual Choice Benefit
 Guaranteed Room Type
Ask associate to name (2) benefits Titanium Elite members receive in addition to Platinum Elite tier at the Brand Hotel you are at:

 48-hour Guarantee
Ask associate to name (2) benefits Ambassador Elite members receive in addition to Titanium Elite tier at the Brand Hotel you are
at:
 Ambassador Service
 Your24
Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and Ambassador Elite members
MGS Search Hide
 OPS-FRO-304
 OPS-FNB-099
Criteria
Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and Ambassador Elite members
Mark N/A if hotel does not participate in Marriott Bonvoy (Refer to Loyalty Program Terms & Conditions)
Elite Welcome Gift must:
 Follow required choices for the specific brand

 Be presented in collateral as approved and outlined in the Marriott Bonvoy Collateral Guide
During the walkthrough portion of the audit, ask a front desk associate about Elite Welcome Gift for Platinum Elite, Titanium
Elite, and Ambassador Elite members
Daily Service Training Topics are conducted
MGS Search Hide
 HR-021
Criteria
Daily Service Training Topics are conducted
 Hotel has provided documentation that an owner or management company change has occurred within the last 90 days
 Hotel opened within the last 60 days
Ask GM (or property leader participating in the audit if GM not present):
 What service training topic was covered during today’s Daily Service training?
Randomly select (1) associate on hotel’s payroll, in position at least 14 days and ask:
 Did you attend today’s Daily Service Training?

 If yes, ask following question
 What service training topic was covered?
 If no, find another associate who did attend
Back/Heart of House Cleanliness

Criteria
Back/Heart of House Cleanliness
Mark N/A if area not observed
Back/Heart of House areas may include associate breakroom/cafeteria, property laundry, or associate restroom or locker room.
Properties are required to clean and disinfect Back/Heart of House areas based on volume of use with recommended disinfectants.
Areas and items to be cleaned include, but are not limited to: associate breakroom/cafeteria, property laundry, restrooms,
locker/changing rooms, handrails, tables, chairs, counters, buttons, entrances, water fountains, hand sanitizing stations
Observe the Back/Heart of House for the following cleanliness detractors:
 Debris, dust, or dirt

 Gum, food or beverage spills
 Insects or cobwebs
 Trashcan overflowing
 Operating Supplies & Equipment are disorganized
Mobile Key Compliance meets standard
MGS Search Hide
 OPS-FRO-282F
Criteria
Mobile Key Compliance meets standard
Mark N/A if Mobile Key is not implemented
Property must:
 Meet continent and tier thresholds, as listed on the DGE GXP Performance Report on MGS, for the Mobile Keys
Delivered % in the last reporting period (13 week rolling)
 Maintain mobile key capability for all guest-accessible locked doors (e.g., guest's room, public space)
As applicable, confirm functionality by opening via Mobile Key:
 Guest room
 Public space (e.g., exterior entrance, elevator, fitness center)
Locate the Performance Reporting page of the Digital Guest Experience MGS page and access the performance report:
 Select the BSA tab

 Verify the below metric is "GREEN" on the report
 Mobile Keys Delivered %
 Mobile Keys Delivered % metric is not green on the performance report

 Mobile Key not functioning
Empower: Guest Experience (GXP) Usage meets standards

MGS Search Hide
 OPS-FRO-306
 Digital Guest Experience/GXP Property Performance
 Empower: Guest Experiences (GXP)
Criteria
Empower: Guest Experience (GXP) Usage meets standards
Mark N/A if hotel does not participate in GXP
Empower: Guest Experience (GXP) must minimally be used to:
 Manage response time for guest requests and issues and improve efficiency for property associates
 Track guest issues, problem resolution, and follow-up with guest to ensure satisfaction
In addition to the above, property must meet continent and tier thresholds, as listed on the GXP Performance Report on MGS, for
the Cases Closed within Guest Expectations % metric in the last reporting period (13 week rolling).
Ask to see the closed case that the property should have created in GXP for the request or defect previously reported during the
mystery portion of the audit.

 Cases Closed within Guest Expectations %
 No case was logged

 Case was not closed
 Cases Closed within Guest Expectations % metric is not green on performance report
Average Chat Response Rate Percentage meets standard
MGS Search Hide
 OPS-FRO-290N
Criteria
Average Chat Response Rate Percentage meets standard
 Hotel is located in Venezuela
 Hotel does not participate in GXP
 Hotel is listed as N/A on the GXP Performance Report
Property must meet continent and tier thresholds, as listed on the GXP Performance Report on MGS, for the Chats Responded to
in Goal Time % metric in the last reporting period (13 week rolling).

 Chats Responded to in Goal Time %
Mark No if the Chats Responded to in Goal Time % metric is not green on the performance report
Pre-Arrival Planning Program meets standard
MGS Search Hide
 OPS-FRO-306
Criteria
Pre-Arrival Planning Program meets standard
 Hotel does not participate in GXP

 Hotel has not had any Ambassador arrivals for the last 90 days
Pre-Arrival Planning Program must minimally include the following:
 Run the GPS daily to evaluate upgrade strategy and identify high impact guests (e.g., Elite members, guests with
preferences, historic defects and requests, celebrating special occasions)
 Ensure all of Ambassador Elite arrivals are reviewed and planned for prior to arrival
Property must meet continent and tier thresholds, as listed on the GXP Performance Report on MGS, for the above component
metrics in the last reporting period (13 week rolling).

 Verify the below metrics are "GREEN" on the report
 Ambassador Arrivals Reviewed %
 Average # of Times GPS Run per Day
Mark No if any of the above is not met
Point of Sales (POS) meets standards
MGS Search Hide
 OPS-FRO-296A
Criteria
Point of Sales (POS) meets standards
 Property does not have a POS

 Property is an AUTO, PH or MVW
 All property outlets with a POS are managed by a third-party
 Hotel has a contract signed before April 1, 2021 with a non-GPOS solution
 Property is listed as having an approved alternative on the GPOS BSA Hotel List
 Property has written approval (email) of alternative from Sean Brennan (Director, GPOS) or Frid Edmond (VP, Property
Management Systems)
Property must utilize one of the following POS standard solutions:
 Marriott-Hosted Simphony
 Versions 2.9, 18.2, or higher
 CAL connection Url must match
 (AP, CALA, EMEA): Hosted Infrasys
If hosted systems are not permitted or available regionally, property must utilize one of the following on-premise solutions:
 MICROS (Version 3700, 9700, or Simphony)

 Infrasys Gourmate
Any of the following options can be used to confirm Simphony Version & Hosting Location:
Option #1: Using the GPOS BSA Hotel List, mark Yes if property is listed as compliant. If property is not listed on the GPOS
BSA Hotel List, try Option #2 or #3.
Option #2: Ask property to show an invoice from the last 90 days indicating the system and version, and mark Yes if system and
version match one of the on-premises solutions listed above.
 It is acceptable in the UK to provide a yearly invoice that shows the billing cycle period
Option #3: Ask a leader to:
 Access MANAGER options via the POS workstation.

 Select "PMC" (Property Management Console)
 Confirm version (version can be 2.9, 18.2, or higher)
 Confirm CAL Url matches one of the 4 listed:
 mi.simphony.net or miemc.simphony.net
 stwdtrans.microsdc.com
 mar2-ohsim-sim.oracleindustry.com
 mar01-ohsim-prod.microsdc.com
 To validate Infrasys Hosting Location, ask leader to provide the Url they use to access the Infrasys HQ Admin Console,
which will identify one of these three approved locations:
 https://hq.hero-cloud.com/accounts/marriott
 https://hq.hero-cloud.cn/accounts/marriottcn/
 https://eu-hq.hero-cloud.com/accounts/marriottemea/
Mark No if one of the above solutions is not present
Global Property Network Standard (GPNS) technical solution is installed
MGS Search Hide
 OPS-TECH-002
Criteria
Global Property Network Standard (GPNS) technical solution is installed
Mark N/A if you find any of the following:
 Hotel has signed contract to install GPNS, and the installation has not occurred yet
 Hotel provided documentation that an owner or management company change has occurred within the last 90 days
 (CALA, US/CAN): Hotel is part of the Autograph Collection
MR/RC Brand hotels must have the Global Property Network Standard (GPNS) technical solution installed
(EMEA): Autograph Collection and Tribute Portfolio hotels must have the Global Property Network Standard (GPNS) technical
solution installed by June 30, 2022, unless the internet contract expires prior to this date, then GPNS should be installed within 90
days of contract expiration
Ask associate to:
 Log-on to Marriott Global Source

 From MGS home page:
 Click on Operations > Guest and Property Technology > Property Internet Strategy > GPNS > QA Compliance
 Click on most recent Property GPNS Internet Tracking (XLS) to open file
 Enter/Search for MARSHA code
 Based on the result, mark Yes or N/A
If property is:
 Not listed on report, or

 Is listed as Ask to see GPNS System Installation Certificate, or
 Site is not available due to technical issues
Ask to see the GPNS System Installation Certificate
 Documentation must only be in the following specific form listed below:

 Signed GPNS System Installation Certificate
Required fields include:
 Property Name
 MARSHA Code
 Property Address
 Vendor Signature, Name, Title, Date
 GPNS Installation/Certification Date with correct version date (e.g., "GPNS Version 20##", or "20## GPNS Standard"):
 Version must be on/after 2017
 GPNS System Installation Certification is a copy, fax, or scan

 Vendor signature, on the GPNS System Installation Certificate is electronic
 Operator signature area, on the GPNS System Installation Certificate is blank
Audit is a point in time audit. Documentation must be provided during the audit to be compliant. Documentation will not be
accepted after the audit is complete.
 Hotel states GPNS not installed

 Hotel indicates GPNS is installed but GPNS System Installation Certificate not available and hotel is not listed as
Compliant on the Property GPNS Internet Tracking (XLS)
 GPNS System Installation Certificate required fields are blank
 GPNS Installation/Certification Date is blank
 GPNS Installation/Certification documentation provided is not correct version
Hotel has the minimum required internet bandwidth for guestroom internet access
MGS Search Hide
 OPS-TECH-002
Criteria
Hotel has the minimum required internet bandwidth for guestroom internet access
Hotels must follow minimum internet bandwidth requirements as communicated by both the standard and the continent teams
 Always refer to the standard on MGS (OPS-TECH-002) to ensure proper compliance

Ask the GM:
 How many rooms are at the hotel

Ask associate to:
 Log-on to Marriott Global Source

 From MGS home page:
 Click on Operations > Guest and Property Technology
 Click on Property Internet Strategy
 Click on GPNS
 Click on QA Compliance
 Click on most recent Property GPNS Internet Tracking (XLS) to open file
 Enter/Search for MARSHA code
 If property is listed as “Compliant”, mark YES to this item
If property is:
 Not listed on report, or

 Is listed as “Ask to see documentation of hotel’s bandwidth”, or
 Site is not available due to technical issues
Ask to see documentation of hotel’s bandwidth
Acceptable forms of documentation include:
 Preferred documentation: A recent (less than 3 months) invoice, from the internet bandwidth provider, that shows the
bandwidth size
 It is acceptable in the UK to provide a yearly invoice that shows the billing cycle period
 Acceptable alternative documentation: A recent (less than 3 months) internet bandwidth utilization report, from the
internet bandwidth provider, that shows the bandwidth size
 (Greater China): Alternative documentation: Internet Bandwidth subscription contract with the internet service provider
that shows internet bandwidth size.
It is acceptable if the bandwidth is written as a number, a number with “M”, a number with “K”, a number with “Mbps”, or a
number with “Kbps” (e.g., 10; 10M; 10,000K; 10Mbps; or 10,000Kbps)
IMPORTANT: Documentation is clear and valid when provided by the Internet Bandwidth Provider (the Internet Service
Provider or ISP). The preferred method to prove internet bandwidth size is the invoice from the ISP. The second documentation
option, an internet bandwidth utilization report, is typically provided by a different company, which is the LAN Service Provider
(LSP). In some cases the LSP can only see a portion of the internet bandwidth size, which is reported in the internet bandwidth
utilization report. If the reported internet bandwidth size is above the required amount then this report is an acceptable form of
documentation. If the reported amount is not above the required amount then the invoice from the ISP (not the LSP) is required to
prove that the internet bandwidth size meets the required amount.
 Examples of Internet Bandwidth Providers (ISPs; PREFERRED METHOD):

 (AP): Providers are usually unique to each country. Examples include, but are not restricted to: China Telecom
and China Unicom (China), Singtel, Starhub and M1 (Singapore), Bharti Airtel, BSNL and Reliance (India),
TRUE and Internet Thailand (Thailand), KDDI, AsahiNet and NTT Docomo (Japan)
 (CALA): Country specific as the providers vary for each country in the region
 (EMEA): Providers are usually unique to each country. Examples include, but are not restricted to Esferize,
FourteenIP, GuestTek, Hoist, interTouch, Mikenopa and Reivernet
 (US/CAN): AT&T, Verizon, XO Communications, CenturyLink, etc.
 Examples of LAN Service Providers (LSPs; ALTERNATIVE OPTION):
 (AP): GuestTek, InterTouch, Linkbroad, NEC, Reivernet
 (CALA): GuestTek, Hotspot, Single Digits, Nimbus
 (EMEA): Acentic, FourteenIP, GuestTek, Hoist, Mikenopa, Acentic, GuestTek, Hoist, InterTouch, Reivernet
 (US/CAN): Allbridge, Blueprint RF, Cloud5, Concord, Enseo, GuestTek, Hospot International, Nimbus, Pure
Pages, Safety NetAccess, Single Digits, SONIFI, Windstream
 In rare cases, a company could be an ISP and an LSP. Companies that could fit this criteria are Comcast - Deep Blue, or
COX - Blueprint RF
AP, EUR hotels, use the following minimum requirements:
 All brands to meet 500 kbps/room; Multiply the number of rooms by 500 Kbps and then divide by 1024 (1024 Kbps = 1
Mb) (Example: 250 rooms x 500 Kbps = 125,000; 125,000/1024 = 122 Mbps is the minimum required)
CALA hotels, use the following minimum requirements:
 250kbps/room (e.g., 25 Mbps per 100 rooms); Multiply the number of rooms by 25Mbps and then divide by 100 rooms
(Example: 250 rooms x 25 Mbps = 6,250; 6,250/100 rooms = 62.5 Mbps is the minimum required)
 It is acceptable for hotels to have less than 250 kbps/room if circuit utilization report shows less than 60% per
month (documentation required)
 Check last completed month circuit utilization report and verify report shows less than 60%
It is acceptable if a hotel has a stable bandwidth or a flexible bandwidth with bursting cpacity to meet the guestroom bandwidth
minimums
 Burstable circuits are circuits with defined bandwidth that may be lower than the maximum expected bandwidth needs
but have the capability to “burst” up to a larger bandwidth level to meet additional bandwidth demand
MEA hotels, use the following minimum requirements:
 All brands to meet 300 kbps/room; Multiply the number of rooms by 300 Kbps and then divide by 1024 (1024 Kbps = 1
Mb) (Example: 250 rooms x 300 Kbps = 75,000; 75,000/1024 = 73 Mbps which is the minimum required) in case the
calculation result was less than 50 Mbps then the hotel needs minimum of 50Mbps.
US/CAN hotels, use the following minimum requirements:
All hotels
>1500 rooms - 600 Mbps
1000-1499 rooms - 450 Mbps
500-999 rooms - 300 Mbps
350-499 rooms - 150 Mbps
150-349 rooms - 150 Mbps
75-149 rooms - 100 Mbps
< 75 rooms - 50 Mbps
It is acceptable if a hotel has a stable bandwidth or a flexible bandwidth with bursting capacity to meet the guestroom bandwidth
minimums
 Burstable circuits are circuits with defined bandwidth that may be lower than the maximum expected bandwidth needs
but have the capability to “burst” up to a larger bandwidth level to meet additional bandwidth demand
ALL REGIONS
Audit is a point in time audit. Documentation must be provided during the audit to be compliant. Documentation will not be
accepted after the audit is complete
 Hotel does not have documentation confirming internet bandwidth

 Internet Bandwidth is not correct for hotel type
Guestroom Entertainment Platform meets standard (EMEA, US/CAN)

Criteria
Guestroom Entertainment Platform meets standard (EMEA, US/CAN)
Mark N/A if:
 Hotel is located in AP or CALA

 Hotel is located in CAN or EUR and is AH, ELMT, FP, LC, LM, SHER, SR, TRB, WSTN, or W
 Hotel is an AC Hotel with JV ownership (Implementation date: January 1, 2024)
 Hotel brand is AUTO, PH, or TRB
Hotel must have the guestroom entertainment platform, including:
 Interactive program guide

 (US/CAN): Over the Top (OTT) Entertainment Application installed (e.g., Netflix, YouTube)
 (US): Required channel line-up
Guestroom entertainment system is commonly referred to as: Netflix system, Enseo system, Set Top Box product
Verify all elements listed below are present on the guestroom television:
 Interactive program guide is available

 (EMEA): Europe Technical Standards (attached)
 (US/CAN): OTT Entertainment application installed by confirming access to Netflix
 (US): Channel line-up present by confirming Bloomberg available
Mark No if any above criteria is not met
guestVoice Alert Response Rate meets standard

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 OPS-GQA-006
Criteria
guestVoice Alert Response Rate meets standard
Mark N/A if you find any of the following:
 Hotel does not meet the guestVoice Alert Response Rate standard
 Hotel provided documentation that an owner or management company change has occurred within the last 3 months
 guestVoice is unavailable due to technical issues
 Property does not participate in guestVoice program
 (AUTO): Hotel has 2000 rooms or more
Hotel WILL RECEIVE 4 points if the guestVoice Alert Response standard detailed below IS met
Hotel WILL NOT LOSE any points if the guestVoice Alert Response standard detailed below IS NOT met
guestVoice Alert Response Standard
Hotel must respond to guestVoice Alerts within 72 hours by an approved response method for GSS, TripAdvisor and Marriott
Verified Reviews (MVR)
 Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR
 Compliance will be measured on total rolling 3-month performance at or above 90%
 An alert is a negative survey/review from a guest.
 Guest Satisfaction Survey (GSS); triggered by scores < 6
 Marriott Verified Reviews (MVR); triggered by scores < 3
 TripAdvisor; triggered by scores < 3
Note: Rolling 3-month performance only includes information since opening date or since participating in the guestVoice
standard. In addition, only hotels where the standard has been active at least 3 months will be audited.
Approved Response Methods
Hotel must respond to guestVoice Alerts using ONE of the following approved response methods:
 Email to the guest using a rapid response template within the guestVoice platform for GSS
 Response posted to a MVR through guestVoice
 TripAdvisor review response posted online
Ask associate to:
 Log-on to guestVoice
 From guestVoice home page, access the Property Dashboard
 Scroll down to the Guest Alert Response Standard Compliance (3 Month Rolling) box
Verify Total rolling 3-month performance is 90.0% or higher
 Mark Yes if Total rolling 3-month performance is higher than 90%

 Mark N/A if Total rolling 3-month performance is lower than 90% (no points are lost)
Property does not charge for Housekeeping Services

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 Arrival & Departure: Check-In Process (OPS-FRO-282
Criteria
Property does not charge for Housekeeping Services
Property must not:
 Charge mandatory fees for standard hotel offerings and services (e.g., housekeeping services)
As applicable, property may charge fees (such as a destination/resort fee) for offerings and/or services that are not complimentary
(e.g., golf, spa treatments, parking)
Observe if signage, collateral, etc. is present that states that the property charges mandatory fees for standard housekeeping
services
Mark No if signage is observed indicating that housekeeping or other standard hotel services/offerings incur a fee or if an
associate verbally communicates fee(s)
Training
Shaping Service Training for GMs meets standard
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 Shaping Service
 HR-021
Criteria
Shaping Service Training for GMs meets standard
 Hotel does not have a General Manager

 GM is not present at the hotel during the BSA
 Hotel is open less than 90 days
 General Manager in position less than 60 days
All General Managers within 60 days of hire must complete the full Shaping Service training program which includes:
 New Hire Welcome

 Getting to Know your Brand
 Service Essentials
 Beyond the Basics
General Manager must be able to answer basic questions on program implementation at the hotel
Shaping Service Training for All Associates meets standard

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 Shaping Service
 HR-021
Criteria
Shaping Service Training for All Associates meets standard
 Property has had no new hires after March 1, 2021 who have completed 60 days of service
Shaping Service - New Low Guest Contact, High Guest Contact, Front Desk
 Welcome
 Getting to know your brand
 Service Essentials
 Beyond the Basics
Select (1) Random associate:
 In position at least 60 days

 On hotel's payroll
To confirm completion, use one of the following:
 Check Digital Learning Zone (preferred method)

a. Click the ‘Reporting’ tab
b. Click ‘Filter Report’
c. Click ‘View All’
i. Search and select ‘Service Training: Shaping Service’
d. Scroll down and select the property name
e. Scroll through the list of associates and click the desired associate name
f. Find their course completion status for Shaping Service
i. Compliance may be either:

 Individually listed courses marked as complete (if taken after March 1, 2021)
 “Shaping Service: (Brand) High Guest Contact Associate" marked as complete (for anything
prior to March 1, 2021) (FP and Protea will not include “High Guest Contact” designation)

 Hard copy documentation for the individual modules of the pre-March 1, 2021 program (must only be in the following
specific form listed below):
o mHUB student transcript or completed training report
o mHUB Certificate of Completion Diploma
o Welcome post assessment OR the retired Right from the Start completion document
o Service Essentials post assessment OR the retired Our Refreshing Service completion document
o Getting to Know (Brand) post assessment
o Brand-specific modules 1-3 Acknowledgement of completion certificate
o Student History and Compliance Report
Marriott Bonvoy Training is conducted and documented

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 OPS-FRO-304
Criteria
 All associate hire dates within the last 90 days
All associates who have been in position for at least 90 days must complete Marriott Bonvoy training with the following
components:
 The Power of Loyalty

 Living Loyalty
 Exploring Member Benefits
Select (1) Associate (e.g., Front Office, F&B, Engineering, Spa)

Documentation must only be in (1) of the following specific forms listed below:
 Digital Learning Zone > Reporting

 Digital Learning Zone > My History (transcript)
 mHUB Reports & Analytics > Student Training History and Compliance report
 Learning in mHUB > Certificate of Completion

MGS Search Hide
 OPS-FRO-304
Criteria
 All associate hire dates within the last 90 days
All associates who have been in position for at least 90 days must complete Marriott Bonvoy training with the following
components:
 The Power of Loyalty

 Living Loyalty
 Exploring Member Benefits
Select (1) Associate (e.g., Front Office, F&B, Engineering, Spa)

Documentation must only be in (1) of the following specific forms listed below:
 Digital Learning Zone > Reporting

 Digital Learning Zone > My History (transcript)
 mHUB Reports & Analytics > Student Training History and Compliance report
 Learning in mHUB > Certificate of Completion
Cleanliness Training Program is conducted and documented for all new hires responsible for guestroom and public space
cleaning
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 CleanMatters
 OPS-HKP-265D
Criteria
Cleanliness Training Program is conducted and documented for all new hires responsible for guestroom and public space
cleaning
Mark N/A if:
 Property has had no new hires since May 15, 2020 who have completed 90 days of service
 The hotel does not currently employ any associates with primary housekeeping responsibilities
Property leadership must document that each new hire (hired after May 14th, 2020) with guestroom and/or public space cleaning
responsibilities has completed CleanMatters or their own company’s training program within 90 days of hire.
If the property is using CleanMatters as its training program:
 Associates who select the job function of Housekeeping are automatically assigned CleanMatters in DLZ
 Other eligible associates must select the Housekeeping job function to populate on their DLZ plan
If the property is not using CleanMatters as its training program, the program must minimally include:
 Detailed cleaning process

 Tools for managing day to day housekeeping operations (e.g., checklists, job aids)
 Process differences for managing occupied and vacant Guestroom cleaning
 Processes for non-Guestroom cleaning and disinfecting (e.g., public areas)
 Descriptions of proper tools and chemical usage
 Tools to assist in running an efficient and effective laundry operation (where applicable)
 Guidelines regarding the safety and security of associates
Any form of documentation is acceptable (i.e. hard copy or electronic certificate, roster, transcript). Documentation should note
the course name, date completed and be signed by the associate and hotel leader if hard copy (non-electronic) document is
presented
Mark No if:
 Cleanliness training program for new hires is not completed and documented
 Cleanliness training does not include the required components
Commitment to Clean Training is conducted and documented for all associates
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 OPS-HKP-265D
Criteria
Commitment to Clean Training is conducted and documented for all associates
Mark N/A if all associates hired within the last 90 days
All associates (within 90 days of hire) must complete the required Commitment to Clean training modules based on their job
functions:
 Modules 1-3 | Total Hotel Modules required for all associates

 Module 6 | Function Specific Module required for housekeeping associates
Select (1) housekeeping associate:

Associate must be able to answer basic questions to indicate completion of the training.
Mark No if training is not conducted or documented
Fire Protection/Life Safety

Randomly selected Fire/Life Safety item is compliant
Criteria
Randomly selected Fire/Life Safety item is compliant
 Hotel provided documentation that an owner or management company change occurred in the month prior to or during
the BSA tracking period
Select (1) of the items listed in the Fire/Life Safety audit and verify compliance
Personal Protective Equipment (PPE) are available for associate use

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 Global COVID-19 Protocols

Criteria
Personal Protective Equipment (PPE) are available for associate use
Properties must provide Personal Protective Equipment (PPE) for associates to use based on the Safety Data Sheet (SDS) on MGS
or the jurisdictional equivalent and manufacturer’s label for the chemicals and tools they are using.
For known/presumed COVID case, appropriate PPE must include:
 Eye protection
 Masks
 Gloves
 Shoe coverings
Single-ply spandex gaiters, masks with exhalation valves, and cotton face coverings with less than 2 layers are not recommended.
Hotels should not add logos or other branding to any Covid-19 related items, including face coverings.
Please review your continent-specific guidance concerning Associate Face Coverings
Mark No if any of the above criteria are not met
Sanitizing wipes available upon request (CALA, EMEA, US)

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Criteria
Sanitizing wipes available upon request (CALA, EMEA, US)
Mark N/A if property is located in AP, CAN
Small package of disinfecting wipes must be available upon request at the Front Desk
Mark No if small package of disinfecting wipes are not available upon request
Protocols for servicing a guest room with a known/presumed COVID guest meet standard
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Criteria
Protocols for servicing a guest room with a known/presumed COVID guest meet standard
Mark N/A if there were no known/presumed COVID checkouts in the past two weeks
During Stay:
 Discontinue housekeeping services

 Remove sealed trash and bring directly to the property's trash compactor/dumpster; not placing in common trash areas
(e.g., housekeeping closets, elevator landings)
 Remove soiled linens and terry from the guest room in sealed bags and transport directly to the property laundry
Upon Departure the following must minimally be completed:
 Quarantine the guest room for 24 hours before disinfection and routine housekeeping procedure
 Use sealed bags for trash, terry, and linens, and remove ALL linens including blankets and duvet insert
 Strip all used and unused linens, blankets and terry (e.g., duvet cover, duvet insert, top sheets, fitted sheets, flat sheets,
pillowcases, towels, hand towels, wash cloths, bathmats) from the guest room
 Place all linens in sealed bags and transporting them directly to property laundry
 Ensure linens are not held close to the associate’s body
 Bag all guest room trash, sealing, and transporting directly to property trash compactor
 Perform routine housekeeping procedures (e.g., no debris, evidence of prior guest)
 Disinfect all high-touch hard surfaces
 Disinfect all bath amenities that are remaining in the room
 Remove and replace all used and unused mugs/glassware/china/silverware for machine dishwashing; no glasses, coffee
cups, mugs, china, or silverware should be washed in the guest room sink
 Remove all unused consumables and seal in a bag, including:
 Toilet paper, facial tissue, paper towels
 Reading materials and collateral (if still in guest room)
 Guest room coffee amenities (e.g., bulk sugars, creams, stir sticks)
 Bath amenities (e.g., soap, shower caps) that cannot be disinfected
 Label bag with date and holding for 7 days before use
It is acceptable for property to use a third party company to handle disinfection process of guest room following check-out of a
known/presumed COVID case

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External Telephone

Telephone - Telephone etiquette meets standard

Telephone - Warm welcome/greeting provided

 Call not answered after multiple attempts

 F&B hours of operation

Hotel has a Courtesy Vehicle

Mark N/A if name tag/badge is not worn

 Associate's first name

 Manager's first and last names, and title

 "I see you are a Platinum Elite Member"

 Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador Elite member

 Excluded for Gold Elite members

 Term ‘upgrade’ must be used in conversation

 A room upgrade was offered & mentioned verbally during check-in

 Guest is not a Platinum Elite, Titanium Elite, or Ambassador Elite member

 (AUTO, CY, DH, JW, MH, RH): Hotel is a resort property

 Complimentary breakfast for 2 in the restaurant

 750 bonus points

 Complimentary breakfast for 2 in the restaurant

 750 bonus points

Key Cards meet standard

 It is acceptable to utilize a seasonal/promotional key card

 Brand key card must be delivered in Marriott Bonvoy key packet

The associate provided directions to the room/suite or elevator

 Guest key card must work

Please indicate how folio was delivered

 Paper folio slid under door by 5am

Telephone - The associate was knowledgeable about property offerings

 Deliver the item within (5) minutes of the stated time, OR

 Name tag is not worn

 Associate's first name

 Manager's first and last names, and title

 Verbally confirm the item with the guest

The experience reflected the Courtyard brand principles

Service Recovery Process meets standard (Empathize, Apologize)

 Take ownership of the lobby space

 Associate's first name

 Manager's first and last names, and title

 Hotel is observing Spirit to Serve Day

 Multiple Marriott logos are present

 Hotel is observing Spirit to Serve Day

 It is acceptable for hotels to follow the warm weather uniform package

 Golf/Polo shirt on Front Desk associates

 Contract labor associates wear a different uniform

Printed Signage and Collateral meets standard

Electronic Signage meets standard

Business Card and Letterhead meets standard

 A single mortise lock with:

 Attempt the following steps once for each door:

 Attempt the following steps for each door:

 If YES, DO NOT TEST - Mark N/A

 Smoke detector does not sound alarm when tested

 Hotel is located in CALA, CAN, US

 In 100% of the guestrooms

 (1) Electric kettle

 (1) Electric kettle

 (1) Coffeemaker (1-cup or 4-cup size)

 Royal Cup: Rainforest Alliance

 (US): Royal Cup Rainforest Reserve Regular OR Rainforest Bold

Guestroom Collateral meets standard

Rooms must minimally have the following:

 Do Not Disturb sign

Rooms must minimally have:

 Current Brand Voice specification for: