Marito Bsa For Managers

Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA
document on MGS.
2023 Brand Standards Audit
Updated 11/08/2023
Page 1 | 373
Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or
used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.
Table of Contents
Pre-Arrival Reservations ..................................................................................................................... 3

External Telephone .............................................................................................................................. 5
Transportation ...................................................................................................................................... 9
Front Entrance Arrival/Valet Arrival ................................................................................................ 18
Check-In ............................................................................................................................................ 27
Bell – Arrival ..................................................................................................................................... 42
Bar/Lounge ........................................................................................................................................ 51
Bar/Lounge #2 ................................................................................................................................... 65
Bar/Lounge – Facility ........................................................................................................................ 78
Room Service .................................................................................................................................... 79
Room Service #2 ............................................................................................................................... 92
Restaurant – Reservation ................................................................................................................... 96
Restaurant – Dinner ......................................................................................................................... 102
Restaurant – Breakfast ..................................................................................................................... 124
Restaurant – Facility ........................................................................................................................ 143
W Insider ......................................................................................................................................... 144
Guest Request .................................................................................................................................. 153
Whatever/Whenever ........................................................................................................................ 163
Housekeeping – Turndown Service ................................................................................................. 171
Housekeeping - Day Service ........................................................................................................... 175
Fitness Center .................................................................................................................................. 183
Pool .................................................................................................................................................. 195
Beach ............................................................................................................................................... 207
Laundry ............................................................................................................................................ 217
Wake-Up Call .................................................................................................................................. 223
Spa – Reservation ............................................................................................................................ 227
Spa – Arrival .................................................................................................................................... 233
Spa – Treatment ............................................................................................................................... 249
Spa – Departure ............................................................................................................................... 258
Spa – Facility ................................................................................................................................... 272
Bell – Departure............................................................................................................................... 278
Check-Out ........................................................................................................................................ 287
Service General................................................................................................................................ 295
Bedroom .......................................................................................................................................... 303
Bathroom ......................................................................................................................................... 321
Exterior ............................................................................................................................................ 327
Elevator ............................................................................................................................................ 329
Corridors .......................................................................................................................................... 331
Lobby ............................................................................................................................................... 333
Public Restrooms ............................................................................................................................. 338
Back/Heart of House ....................................................................................................................... 340
Digital Guest Experience ................................................................................................................. 355
Training ........................................................................................................................................... 362
Fire Protection/Life Safety .............................................................................................................. 365
Food Safety ...................................................................................................................................... 366
Page 2 | 373

Pre-Arrival Reservations
Personalized Pre-Stay Communication
Q# Group Category / Area To Address Points

HH2608 Pre-Arrival Reservations Staff Service / Branded Service 16
Criteria Personalized Pre-Stay Communication
Pre-stay communication must minimally be:
• Personalized
• Received by guest prior to check-in
• In brand approved template
Mark No if pre-stay communication was not received or any of above criteria is not met
HH2608
MGS Search OPS-FRO-293A
Hotel responded to guest request with Insider information

HH2609 Pre-Arrival Reservations Staff Service / Branded Service 4
Criteria Hotel responded to guest request with Insider information
Hotel must minimally:
• Respond to guest within 24 hours

• Respond with W Insider information to connect to the city
W Insider must minimally assist guest gain insider access to the city
W Insider must minimally assist guest with their experience within the destination by: engaging, listening to the
guest's needs, and recommending an experience through the lens of the W brand passion points
It is acceptable if Talent other than W Insider responds to query as long as insider information was provided
Check email response and Mark No if any of above criteria not met or response not received
HH2609
Enter position of talent who responded to email

HH2610 Pre-Arrival Reservations Staff Service / Touchpoint Service
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Criteria Enter position of talent who responded to email
Click to select who the email response came from: W Insider, Whatever/Whenever Talent, Concierge,
Response not received
HH2610
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External Telephone
Telephone - Telephone Etiquette

CABTL9911 External Telephone Staff Service / Touchpoint Service 4
MGS Search OPS-FRO-175
Telephone - Warm welcome/greeting provided

CABTL9912 External Telephone Staff Service / Core Service 2
MGS Search OPS-FRO-175B
Talent must Remix Luxury

RES2603 External Telephone Staff Service / Branded Service 4
Criteria Talent must Remix Luxury
Mark N/A if opportunity for delivery of personalized service during interaction not available
Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.
This means delivering personalized service during the interaction and using something the Talent learned about
the guest.
Mark No if personalized service not delivered during interaction
RES2603
MGS Search HR-205
HR-021
Talent must “Keep It Real” and bring their personality to work

Criteria Talent must “Keep It Real” and bring their personality to work
Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
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make them last.
To Keep It Real, Talent must:
• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest
Mark No if you encounter or observe any of the above not met
RES2604
MGS Search HR-205
HR-021
Talent is knowledgeable and confident

Criteria Talent is knowledgeable and confident
Mark N/A if interaction did not allow question
This means being knowledgeable and confident in interaction
Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer
RES2602
HR-205
HR-021
Telephone - Guest name used during the experience, when known

Telephone - Proactive additional assistance offered to the guest
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Criteria Telephone - Proactive additional assistance offered to the guest
Proactive additional assistance must be offered to the guest with each interaction, examples include:
• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?
CABTL9905
Telephone - Warm and sincere closing offered and appreciation demonstrated

Telephone - The overall experience met guest expectations and was free of negative
detractors

Rate Emotional Engagement with interaction

Criteria Rate Emotional Engagement with interaction
Mark N/A if you find any of the following:
• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Reservations are not made
• Reservations are not accepted
After your experience, rate your interaction:
• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
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• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,

Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.
Scoring Methodology:
• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded
RES2630
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Transportation
Transportation service is provided in a timely manner

TR2607 Transportation Staff Service / Touchpoint Service 4
Criteria Transportation service is provided in a timely manner
• Area/service not selected for evaluation

Driver must be at the pick-up site at time of arrival
Interact with Driver and Mark No if Driver is not present at arrival time
TR2607
MGS Search OPS-FRO-298E
Warm welcome/greeting provided

CABTR9901 Transportation Staff Service / Core Service 16
OPS-FRO-175
Good posture, smile, eye contact, and attentive listening maintained throughout the
interaction

OPS-FRO-175
Well-groomed and professional, wearing a uniform

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OPS-FRO-175
Brand Pin is Worn

TR2610 Transportation Brand Promise / Branded Product 2
Criteria Brand Pin is Worn
Mark N/A if any of the following:
• Talent is third party

• Individual previously encountered during the same day
W Pin must minimally be:
• W – silver
o Years of Service jewel imbedded in W is acceptable
• In brand specification
• Worn on the left hand side at all times at the lapel level
Mark No if any of the above is not met
TR2610
Driver greets guests with professional signage

TR2603 Transportation Brand Promise / Branded Product 4
Criteria Driver greets guests with professional signage
Driver must:
• Greet the guest with professional signage (e.g., printed, iPad sign)
o Hand-lettered signage is not acceptable
o Signage must use brand approved template (in-house only)
o Signage must be in brand identity
▪ It is acceptable to have sign personalized
▪ Third party transportation companies must minimally have W logo present on
sign
It is acceptable if person other than driver greets guest and escorts to vehicle (e.g., airline staff, airport porter)
Interact with Driver and Mark No if you encounter or observe any of the following:
• Signage not provided or not professional
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TR2603
Driver greets guests and assists them into the car

Criteria Driver greets guests and assists them into the car
Driver must:
• Offer to take the guest’s bags

o If required by law, airport personal will handle bags while inside the terminal.
• Open and close doors for the guest
It is acceptable if person other than driver greets guest and escorts to vehicle (e.g., airline staff, airport porter)
• Offer not made to take guests bags

• Doors not opened or closed
TR2604
Driver offers additional services/information to the guest

Criteria Driver offers additional services/information to the guest
Driver must:
• Ask if the guest wants any luggage with them rather than in the back and place the luggage
accordingly
• Mention complimentary Wi-Fi and device charging capability
• Advise guest of estimated time for the trip
Interact with Driver and Mark No if any of the above criteria are not met
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TR2606
Driver ensures guests comfort in the vehicle

Criteria Driver ensures guests comfort in the vehicle
Driver must:
• Music must be offered through the W app or other brand approved vendor
o Ask guest if prefer to listen to news or silence versus music playing
• Inquire about the temperature in the vehicle
o In extreme heat vehicle must be pre-cooled before the guest enters
• Choice of music not offered

• Temperature inquiry not made
• Vehicle not pre-cooled in extreme heat
TR2605
Wi-Fi hotspot available

TR2602 Transportation Staff Service / Branded Service 4
Criteria Wi-Fi hotspot available
Mark N/A if you find area/service not selected for evaluation.
Vehicle must minimally include:
• Complimentary Wi-Fi Hotspot
Review amenities and Mark No if you of the above criteria not being met
TR2602
Talent must “Own It” – take responsibility and make it happen
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Criteria Talent must “Own It” – take responsibility and make it happen

• Opportunity to "Own It" did not occur
Talent must follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can. To effectively
Own It, Talent must:
• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction
TR2601
MGS Search OPS-FRO-175J
HR-021

make them last.

TR2613
MGS Search HR-205
HR-021
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Request is not declined without offering alternatives

Criteria Request is not declined without offering alternatives
• No request is made above and beyond normal services offered

• Request met
If guest makes a special request:
• Not just say “No” but offer alternatives that may help meet the need in another way
Mark No if you encounter or observe any of the above criteria not met
TR2614
MGS Search HR-205

unable to answer
TR2608
HR-205
HR-021

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• Opportunity for delivery of personalized service during interaction not available

• Additional experience did not occur
the guest.
TR2611
MGS Search HR-205
HR-021
Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did
Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:
• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful
Examples of acceptable anticipatory actions include:
• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning
It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction
Mark No if you encounter or observe any of the above not being followed
TR2615
HR-205
HR-021
Professional persona provided

CAB5TR7040 Transportation Staff Service / Branded Service 4
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Criteria Professional persona provided
Driver must:
• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight
CAB5TR7040
MGS Search HR-205
Guest name used during the experience, when known

OPS-FRO-175
Proactive additional assistance offered to the guest

Criteria Proactive additional assistance offered to the guest

CABTR9905
Warm and sincere closing offered and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors
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OPS-FRO-175


• Interaction not completed

TR2630
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Front Entrance Arrival/Valet Arrival
Valet Parking/Door Attendant assists with arriving guests at curbside

AR2603 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4
Criteria Valet Parking/Door Attendant assists with arriving guests at curbside
Mark N/A if area is not staffed during evaluation
Valet Parking/Door Attendant must:
• Acknowledge cars in queue within 60 seconds and direct them as appropriate upon arrival (e.g.,
gesture to the driver, wave driver to the correct area)
• Open the vehicle doors
o If guest is arriving by taxi, allow guest to complete transaction with driver before opening
door
AR2603
MGS Search OPS-FRO-282N

CABFE9901 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 16
OPS-FRO-175
interaction


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Brand Pin is Worn

AR2610 Front Entrance Arrival/Valet Arrival Brand Promise / Branded Product 2
• Area not staffed during evaluation

W pin must minimally be worn, in brand specification and meet the following:
• W – silver
• Worn on the left-hand side at the lapel level
• W or a W pin must be visible on wardrobe (e.g., coat)
o It is acceptable if:
▪ Wheels attendant wardrobe includes an outer coat with a W and a W pin is not
visible
▪ Engineering Talent does not wear pride pin due to safety issues, but then it must
be embroidered on uniform
AR2610
Valet Parking/Door Attendant informs guests of parking options

CAB5AR013 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4
Criteria Valet Parking/Door Attendant informs guests of parking options
• Area is not staffed during evaluation

• Guest not arriving with a car (e.g., taxi, Uber, car service)
• Inform guests of all parking options if valet parking is not required

• If valeting,
o Inform guest of the car retrieval process
o (SR): Provide guest with a valet ticket
▪ Per brand artwork and specification
CAB5AR013
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Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

CAB5FE001 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4
Criteria Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

• Remote Front Desk
• Provide an escort to the Front Desk or introduce guest to another Attendant to do so

• Open hotel entrance door (if revolving door not present)
o It is not acceptable for guest to open any hotel entrance door themselves
• Introduce guest to the Front Desk Associate if Front Desk Associate has not already greeted guest
by name
o It is acceptable for associate to communicate guests name via technology (e.g., radio,
mobile device)
Mark No if you encounter or observe any of the following:
• Attendant not present

• Escort not provided
• Hotel entrance door not opened
• Not introduced to the Front Desk if Front Desk Associate has not already greeted guest by name
CAB5FE001
MGS Search OPS-FRO-282C
OPS-FRO-282N
Valet Parking/Door Attendant opens hotel entrance door

AR2604 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4
Criteria Valet Parking/Door Attendant opens hotel entrance door

• Hotel entrance doors are automated
• Open hotel entrance door (if revolving door not present)

o It is not acceptable for guest to open any hotel entrance door themselves
o It is acceptable if interior doors (if double set) are propped open
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• Hotel entrance door not opened
AR2604
Valet Parking/Door Attendant is knowledgeable and confident

AR2608 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 2
Criteria Valet Parking/Door Attendant is knowledgeable and confident

• Interaction did not allow question
Valet Parking/Door Attendant must follow the Remix Luxury service foundation: We master modern, anticipatory
service. We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs
every time.
unable to answer
AR2608
HR-205
HR-021

make them last.

Page 21 | 373

AR2602
MGS Search HR-205
HR-021


• Listen actively
resolution
AR2606
HR-021
Valet Parking/Door Attendant does not decline a request without offering alternatives

AR2616-a Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4
Criteria Valet Parking/Door Attendant does not decline a request without offering alternatives

• Valet Parking/Door Attendant meets request
If special request is made, Valet Parking/Door Attendant must:
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• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
AR2616-a
MGS Search HR-205
HR-021
Valet Parking/Door Attendant must Remix Luxury

Criteria Valet Parking/Door Attendant must Remix Luxury

the guest.
AR2615
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
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Mark No if you encounter or observe any of the above criteria not being followed
• Asking the guest if they are interested in ordering in-room dining to the Spa if it is close to a meal time
• Offering to ship a retail item for the guest if it is large enough to be inconvenient to pack in luggage
AR2605
HR-205
HR-021
Valet Parking/Door Attendant provides a professional persona

CAB5FE7040 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4
Criteria Valet Parking/Door Attendant provides a professional persona
CAB5FE7040
MGS Search HR-205

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CABFE9905
Warm and sincere closing offered, and appreciation demonstrated



Page 25 | 373


AR2630
MGS Search HR-021
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Check-In
Mobile check-in was evaluated

CK26T1 Check-In Staff Service / Touchpoint Service
If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

CABCK9908 Check-In Staff Service / Touchpoint Service 2

CABCK9901 Check-In Staff Service / Core Service 16
Mobile Check-In Welcome

Criteria Mobile Check-In Welcome
• Guest check-in was conducted via standard check-in

• Hotel is located in Venezuela
The associate must welcome the mobile check-in guest minimally with:
• Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, What did
you think of mobile check-in?)
• Convey a sense of "We've been expecting you" (e.g., Because you used mobile check-in, we have
your keys prepared for you; We've been excepting you; Thank you for using mobile check-in e have
your room ready; We have been preparing for you)
• Recognize applicable preferences (e.g., Room type)
CABCK005
MGS Search OPS-FRO-282D
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interaction

OPS-FRO-175

Talent is in W Wardrobe (US/CAN)

CK2620 Check-In Brand Promise / Branded Product 2
Criteria Talent is in W Wardrobe (US/CAN)
• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
New W Wardrobe guidelines implementation date was 12/31/2018
Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide
• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look
Mark No if Talent not in new W Wardrobe
CK2620
Brand Pin is Worn

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• W – silver
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level
It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform
CK2610
Check-in information is correct

CK2606 Check-In Staff Service / Touchpoint Service 4
Criteria Check-in information is correct
Front Desk agent must:
• Verify departure date

• Confirm room type
• Confirm rate non-verbally
o It is acceptable to be communicated via either key packet or registration card
• Confirm method of payment
All reservation information must be correct
Evaluate your service and observe others being checked-in and Mark No if the above criteria is not met
CK2606
Associate offers enrollment into Marriott Bonvoy to guest at check-in

CABCK007 Check-In MI Initiatives / Elite Appreciation 4
Criteria Associate offers enrollment into Marriott Bonvoy to guest at check-in
• Guest is already a member

• Hotel does not participate in Marriott Bonvoy
Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include:
• Free Wi-Fi
• Mobile check-in (where available)
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• Member Rates
• Mobile Chat
• Mobile Key (where available)
CABCK007
All Marriott Bonvoy members are recognized at check-in

Criteria All Marriott Bonvoy members are recognized at check-in
• 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
CABCK001
Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room
upgrade

Criteria Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade
Mark N/A if Guest is 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
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• Based on availability and identified by each hotel – at no additional charge, at check-in

o May include rooms with desirable views, on high floors, with special amenities, on
Executive floors, corner rooms and suites
o (RC): 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
CABCK004
Internet assistance card in W brand identity (AP)

Criteria Internet assistance card in W brand identity (AP)
• Hotel is located in US/CAN, CALA, or EMEA

• Internet card not in use
Better Connect or Internet Enhancement plan or Net 70 Wi-Fi insert card must use W brand identity template
for internet card
Mark No if program card does not use W brand identity template
CK2622
OPS-TECH-003
Delays in Rooming Guests

CAB5CK006 Check-In Staff Service / Touchpoint Service 2
Criteria Delays in Rooming Guests
Mark N/A if room was ready at check-in
Page 31 | 373

If room is not ready upon guest arrival, associate must minimally:
• Provide an estimated time

• Keep guest informed (e.g., via mobile, in person)
• Offer the guest access to the hotel's facilities (e.g., luggage storage, restaurants, fitness center, spa,
changing rooms, Wi-Fi, etc.)
CAB5CK006
The associate executed payment and key delivery components for mobile check-in

Criteria The associate executed payment and key delivery components for mobile check-in
• Guest check-in was conducted via standard check-in

• Hotel located in Venezuela
The associate must:
• Prepare keys and keys packets in advance

o It is acceptable if keys/key packets are not pre-prepared if room is not ready (e.g., guest
cannot be assigned a room and must wait)
o If room ready notification was received, key packets must be prepared in advance
• Verbally confirm the method of payment (e.g., using last 4 digits of credit card)
It is not acceptable to swipe or request the credit card for any Marriott Bonvoy members, except:
• In jurisdictions where credit card swipes are required by law or when the credit card type does not
allow for manual authorization (i.e., Chip & Pin)
• Guest requests to use different credit card
• Member profile does not reflect any stay history or stay history was more than 12 months ago
CABCK006
Room number provided discreetly, non-verbally

Room Key Presentation
Page 32 | 373


Criteria Room Key Presentation
Front Desk Agent must:
• Ask the number of room keys required

• Place key packet and other registration materials in guest's hand
o It is acceptable to hand key/registration materials to escort
Evaluate interaction with Front Desk or other member
Evaluate your key presentation and observe others being presented their key and Mark No if any of the above
criteria not met
CK2617
Welcome Delight insert is used at check-in

Criteria Welcome Delight insert is used at check-in
Welcome Delight insert included in key packet
• It is acceptable if brand, Bonvoy or property specific Welcome Delight insert is used (e.g., Bonvoy
Program, property promotion)
CK2624
Talent mentions programming during check-in process

CK2626 Check-In Staff Service / Branded Service 4
Criteria Talent mentions programming during check-in process
Talent must know about current and upcoming programming. They must know what's going on in the hotel, the
fun stuff.
Talent must minimally:
• Inform guests of upcoming programming, for example:

o Wednesday we have Happy Hour
o Check out our Jazz night in the living room on Thursday
o Great concert in our rooftop bar tomorrow night
o Join us for our sunrise yoga session
o You have to check out the ...
Page 33 | 373

• It is acceptable if Talent provides a printed sheet, in brand identity (look/feel) with programming
information
• If not offered proactively, it is acceptable to ask if anything is going on in the hotel while they are there
Mark No if Talent does not proactively offer information on programming or does not know of programming
when prompted
CK2626
Front Desk Agent facilitates luggage assistance

Criteria Front Desk Agent facilitates luggage assistance
During the check-in process, Front Desk Agent must:
• Verify luggage assistance if bellman is with guest

• Offer luggage assistance and arrange if needed, if Welcome Ambassador is not already with guest
Evaluate interaction with Front Desk Agent or other member
CK2628
Front Desk Agent offers and facilitates escort to Guestroom

CAB5CK023 Check-In Staff Service / Touchpoint Service 4
Criteria Front Desk Agent offers and facilitates escort to Guestroom
Mark N/A if escort is already accompanying guest
During the check-in process, Front Desk Agent must:
• Arrange/offer escort of guest and belongings to Guestroom

• Introduce guest to the escort (if applicable)
It is acceptable not to offer escort if already accompanied by bell staff
CAB5CK023
Length of Check-in Experience
Page 34 | 373


Criteria Length of Check-in Experience
Mark N/A if an in-room check-in is provided
Check-in time including time in line did not exceed:
• 5 minutes (City/Urban)
• 10 minutes (Escapes)
Evaluate your service and observe others being checked-in and Mark No if total check-in time exceeded the
above criteria
CK2607
Branded Collateral Used during Check-in meets brand identity standards

Criteria Branded Collateral Used during Check-in meets brand identity standards
The following must be in brand identity:
• Keys used at check-in

• Key Packet
o Must be in W Brand Voice with loyalty messaging
o It is not acceptable to use the Premium/Select version of the Marriott Bonvoy key packet
(must be Loyalty Voice designed key packet)
• Pens
CK2605
OPS-FRO-300A
Green apples present on Welcome Desk (US/CAN)

Criteria Green apples present on Welcome Desk
Mark N/A if property is not located in US/CAN
Hotel must have:
• Bowl of green apples
Page 35 | 373

o It is acceptable if seasonal or regional fruit is present instead of green apples

• Present on Welcome Desk
o It is acceptable if bowl of green apples is present on concierge desk or with welcome
beverage
CK2625
Welcome Beverage is present

Criteria Welcome Beverage is present
• Arrival was outside the required timeframe
Welcome Beverage must minimally be served from 5 pm to 8 pm daily
It is acceptable for beverage to be hot or cold, based on season/weather
• Cold beverage must include fresh fruit
CK2603

CK2603-r Check-In Staff Service / Branded Service 4

• Listen actively
resolution
Page 36 | 373

CK2603-r
HR-021

make them last.

CK2619
MGS Search HR-205
HR-021
Front Desk Agent does not decline a request without offering alternatives

Criteria Front Desk Agent does not decline a request without offering alternatives

• Front Desk Agent meets request
If a special request is made, Front Desk Agent must:
Page 37 | 373

CK2616
MGS Search HR-205
HR-021

unable to answer
CK2608
HR-205
HR-021

the guest.
CK2615
Page 38 | 373

MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
CK2611
HR-205
HR-021

CAB5CK7040 Check-In Staff Service / Branded Service 4
CAB5CK7040
Page 39 | 373

MGS Search HR-205
Guest name used during the experience



CABCK9905



Page 40 | 373

Mark N/A if interaction not completed

CK2630
MGS Search HR-021
Page 41 | 373

Bell – Arrival

CABBEL9901 Bell – Arrival Staff Service / Core Service 16
interaction



BEL2612 Bell – Arrival Brand Promise / Branded Product 4

W Wardrobe guidelines implementation date was 12/31/2018
Mark No if Talent not in W Wardrobe
BEL2612
Page 42 | 373

Brand Pin is Worn

BEL2610 Bell – Arrival Brand Promise / Branded Product 2

• W – silver
It is acceptable if Welcome Ambassador wardrobe includes an outer coat/jacket with a W and a W pin is not
visible
BEL2610
Elevator Etiquette

CAB5LA003 Bell – Arrival Staff Service / Touchpoint Service 2
Criteria Elevator Etiquette
Mark N/A if facility not present
Bell staff must minimally:
• Allow guest to enter/exit elevator first, if applicable

• Inform guests of where to go after exiting elevator, if applicable
BEL3002
Luggage is delivered in a timely fashion
Page 43 | 373


BEL2617 Bell – Arrival Staff Service / Touchpoint Service 4
Criteria Luggage is delivered in a timely fashion
Mark N/A if guest is escorted to room and luggage accompanied escort
• Deliver luggage within 10 minutes of check-in whether escort is provided or not

o If hotel has guest houses or villas, it is acceptable if delivery takes 15 minutes
• Deliver luggage within 10 minutes of check-in at urban hotels/15 minutes of check-in at resorts
For Hotels in AP:
• Deliver luggage within 10 minutes of check-in at urban hotels/15 minutes of check-in at resorts
• If hotel has guest houses or villas, it is acceptable if delivery takes 15 minutes
It is acceptable for longer delivery time if guest is notified of delay
Interact with Bell staff and Mark No if you encounter any of the following:
• Luggage not delivered within 10 minutes
BEL2617
OPS-FRO-282C
Bell staff places guest's luggage properly

Criteria Bell staff places guest's luggage properly
Bell staff must:
• Ask if they may enter the room if they did not escort the guest to the room
• Ask guest about luggage/personal effects placement, prior to placing luggage
• If guest has no preference, place the luggage/personal effects as follows:
o Hang the garment bag (if applicable)
o Place luggage on the rack
It is acceptable for persons other than bell staff to deliver luggage
Interact with Bell staff and Mark No if required items above not offered/completed
BEL2618
Bell staff explains/demonstrates at least 3 features of guestroom

Page 44 | 373

Criteria Bell staff explains/demonstrates at least 3 features of guestroom
Mark N/A if luggage escort is not provided and guest not present for luggage delivery
Bell staff must offer explanation/description of room features and products when luggage is delivered
Minimally explain/demonstrate 3 features/services in the room that might otherwise be overlooked, such as:
• Coffee machine
• In-room safe
• Lights
• Location of Emergency procedures
• Entertainment platform
• In room audio
• Thermostat controls
• Bathroom technology (e.g., in mirror TVs) (if applicable)
• Bed-side technology panel (if applicable)
• Drapery- electronic open/closing (if applicable)
• Additional feature specific to the hotel or guest (based on anticipated need or preference)
Explanations must be discreet, brief, and helpful
Interact with Bell staff and Mark No if you find any of the following:
• Tour not offered

• Minimum 3 products and features not explained/described
• Explanation not discreet, brief or helpful
BEL2604
Bell staff confirms guest's comfort with guestroom

Criteria Bell staff confirms guest's comfort with guestroom
Mark N/A if escort to room not provided and guest not present for luggage delivery
• Confirm comfort with Guestroom (e.g., Is everything ok, does everything look good)
Interact with Bell staff and Mark No if required items above not offered/completed
BEL2611
Page 45 | 373


BEL2602 Bell – Arrival Staff Service / Branded Service 4

• Listen actively
resolution
BEL2602
Bell staff does not decline a request without offering alternatives

LA2616 Bell – Arrival Staff Service / Touchpoint Service 2
Criteria Bell staff does not decline a request without offering alternatives

• Bell staff meets request
If guest makes a special request Bell staff must:
• Alternatives not offered
LA2616
MGS Search HR-205

Page 46 | 373

make them last.

BEL2601
MGS Search HR-205
HR-021

unable to answer
BEL2608
HR-205
HR-021

Page 47 | 373

the guest.
BEL2615
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
BEL2622
HR-205
HR-021
Bell staff provides a professional persona

CAB5BEL7040 Bell – Arrival Staff Service / Branded Service 4
Page 48 | 373

Criteria Bell staff provides a professional persona
Bell staff must:
CAB5BEL7040
MGS Search HR-205



CABBEL9905

Page 49 | 373



BEL2630
Page 50 | 373

Bar/Lounge
Sunset Ritual

LOB2601 Bar/Lounge Brand Promise / Design Approach & 4
Aesthetic
Criteria Sunset Ritual
• Area is not evaluated
• Bar/lounge is a licensed concept
Sunset Ritual is the transition from day to night and must be carried out in the Living Room and public areas
Sunset Ritual must minimally include:
• Adjust lighting levels in:

o Living Room
o Public areas
• Candles lit to accent
o It is acceptable to use battery operated candles in accordance with local Open Flame
Policy
• Music volume increase
LOB2601
W Bar music meets W vibe

LNG2617 Bar/Lounge Brand Promise / Design Approach & 4
Aesthetic
Criteria W Bar music meets W vibe
W Bar music must meet W vibe
• Music must be appropriate for the time of day (e.g., volume and tempo increased during the day)
• Music plays a role in creating the Living Room experience
LNG2617
Page 51 | 373

MGS Search OPS-FNB-067

CABBLNG9901 Bar/Lounge Staff Service / Core Service 16
interaction



LNG2614 Bar/Lounge Brand Promise / Branded Product 4

LNG2614
Page 52 | 373

Brand Pin is Worn

• W – silver
LNG2610
Server/Bartender Greeting and Order Taking

LNG2605 Bar/Lounge Staff Service / Touchpoint Service 4
Criteria Server/Bartender Greeting and Order Taking
Server/Bartender must:
• Greet or acknowledge guest within 1 minute

• Offer drinks or wine from the bar
o It is acceptable for offer to be general or for non-alcoholic beverages
• Offer to take a food order
Mark No if the service standards are not properly followed
LNG2605
Page 53 | 373

Table is appropriately set and reset

CAB5LNG005 Bar/Lounge Staff Service / Touchpoint Service 2
Criteria Table is appropriately set and reset
Table must be level and stable
Table setting, once set, must minimally be/have:
• Clean and in good condition

• If present, bud vase/arrangement is neat, fresh and presentable
• Flatware - free of tarnish/wear
• If applicable, Linens neat
• Napkins - pressed all-cotton or linen
o It is acceptable for outdoor lounge/bar seating to use a different type of napkin
• Vacated tables are promptly cleared
Mark No if you experience or observe any of the above criteria not met
CAB5LNG005
Lounge/Bar Menu

Criteria Lounge/Bar Menu
Lounge menu must minimally:
• Be preset on counter/tables or provided by Server

• Be clean and in good condition
• List a variety of top-quality alcoholic beverages, beers and wine
o It is acceptable in Saudi Arabia, Qatar & Kuwait to not list alcoholic beverages
• List non-alcoholic beverages
• Include light fare options
• If electronic menu is utilized it must be easy and intuitive to use
o A printed menu must still be available upon request
Mark No if you experience or observe any of the above
CAB5LNG008
Page 54 | 373

W Bar menu uses brand identity template

Criteria W Bar menu uses brand identity template
• Living Room concept is not evaluated
W Bar menu/menu holder must minimally use W brand identity template
• If hotel offers a Woo Bar, the Woo Bar menu template or the W Living Room brand identity template
as Woo Bar must be in use
o It is acceptable if menu is in electronic format, but must still meet proper brand identity
specifications
• If hotel offers Woo Bar, the Woo Bar visual brand identity is used
Menus are customized by property and must be in brand identity look and feel
LNG2618
MGS Search SMRM-058
Server/Bartender is knowledgeable and provides recommendations

Criteria Server/Bartender is knowledgeable and provides recommendations
Server/Bartender must follow the Remix Luxury service foundation: We master modern, anticipatory service.
We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every
time. That means:
• Be knowledgeable about lounge beverage menu

• Provide personal recommendations from lounge menu when asked
• Be knowledgeable and confident in interaction
Interact and observe with Server/Bartender and Mark No if any of the above is not met
LNG2609
HR-021
Page 55 | 373

Server/Bartender suggestively upsells beverage brand

Criteria Server/Bartender suggestively upsell beverage brand
• Beverage did not allow for an upsell
• Hotel is located where alcohol is prohibited
• Suggestively upsell (e.g., "Certainly, would you prefer Grey Goose?")
Interact and observe with Server/Bartender and Mark No if the service standard is not properly followed
CAB5LNG002
Beverage is delivered in a timely fashion

Criteria Beverage is delivered in a timely fashion
Server/Bartender must deliver beverage within 5 minutes from order
CAB5LNG024
Beverage is delivered according to standard

Criteria Beverage is delivered according to standard
Page 56 | 373


Server/Bartender must deliver beverage:
• On a tray if delivered to tables

• On a napkin or coaster at bar
Interact and observe with Server/Bartender and Mark No if the service standards are not properly followed
CAB5LNG027
Beverage was properly prepared and met guest expectations for taste

Criteria Beverage was properly prepared and met guest expectations for taste
Beverage must be:
• Meet expectations for taste

• Made of high quality and fresh ingredients
• Complete, with no missing or incorrect items (e.g., correct alcohol type used)
• Delivered at right temperature (cold/hot/warm)
• Properly prepared to guest request (e.g., type of garnish)
• Served in correct glassware (e.g., martini glass for martini)
• Cold cocktails must be served with a fresh garnish
o It is acceptable if garnish is not 'fresh' if it is appropriate for cocktail theme (i.e. dehydrated
garnish)
CAB5LNG003
Savory snacks are presented to guest

Criteria Savory snacks are presented to guest
Page 57 | 373

• Present savory snacks with/before beverage service

o Minimum of 1 type of snack must be offered
o Snacks must be presented in an attractive and professional manner
LNG2611
Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty

Criteria Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty
• Ask if beverages are satisfactory

• Offer second round of drinks within 3 minutes of glass being at 2/3 empty
• Replenish snacks when 3/4 empty
• Clear all debris (e.g., stirrer sticks, fruit garnish) from occupied tables within 2 minutes
LNG2607
All food was visually appealing and met guest expectations with regard to taste

Criteria All food was visually appealing and met guest expectations with regard to taste
Food presentations must be:

• Complete, with no missing or incorrect items
• Adequate in portion size
• Properly prepared to guest request (e.g., well-done, no salt)
Page 58 | 373

• Attractive plate presentation

• Be visually appealing
o Food in different courses served on tableware that is varied in appearance (e.g., size,
shape, color or patterns), if applicable
o Food presentations are interesting (e.g., varying heights, color contrasts, textures)
o Food is not presented in a way that is difficult to eat
CAB5LNG006
Server/Bartender properly presents the check

Criteria Server/Bartender properly presents the check
Check must be:
• Accurate and complete

• Presented inside a folder/check-holder with a brand pen
o Lounge-specific branded folder/pen acceptable
o (AP): Concept relevant presenter is acceptable
• Presented:
o (CALA, US/CAN): After guest refuses offer for another round
o (AP, EMEA): After guest requests check
LNG2603

LNG2603-r Bar/Lounge Staff Service / Branded Service 4
Page 59 | 373

• Listen actively
resolution
LNG2603-r
HR-021

LNG2613 Bar/Lounge Staff Service / Branded Service 4
make them last.

LNG2613
MGS Search HR-205
HR-021
Server/Bartender does not decline a request without offering alternatives

Criteria Server/Bartender does not decline a request without offering alternatives
Page 60 | 373

• Server/Bartender meets request
If a special request is made, Server/Bartender must:
LNG2616
MGS Search HR-205
HR-021

the guest.
LNG2615
MGS Search HR-205
HR-021

Page 61 | 373

• Thoughtful
• Intuitive
LNG2606
HR-205
HR-021
Server/Bartender provides a professional persona

CAB5LNG7040 Bar/Lounge Staff Service / Branded Service 4
Criteria Server/Bartender provides a professional persona
CAB5LNG7040
MGS Search HR-205
Page 62 | 373




CABBLNG9905


Page 63 | 373


LNG2630
MGS Search HR-021
Page 64 | 373

Bar/Lounge #2
Sunset Ritual

LOB2601_2 Bar/Lounge #2 Brand Promise / Design Approach & 4
Aesthetic
Criteria Sunset Ritual
Sunset Ritual is the transition from day to night and must be carried out in the Living Room and public areas
Sunset Ritual must minimally include:
• Adjust lighting levels in:

o Living Room
o Public areas
• Candles lit to accent
o It is acceptable to use battery operated candles in accordance with local Open Flame
Policy
• Music volume increase
LOB2601
W Bar music meets W vibe

LNG2617_2 Bar/Lounge #2 Brand Promise / Design Approach & 4
Aesthetic
Criteria W Bar music meets W vibe
W Bar music must meet W vibe
• Music must be appropriate for the time of day (e.g., volume and tempo increased during the day)
• Music plays a role in creating the Living Room experience
LNG2617
Page 65 | 373


CABBLNG9901 Bar/Lounge #2 Staff Service / Core Service 16
_2
interaction

_2
MGS Search OPS-FRO-175V
OPS-FRO-175

_2
OPS-FRO-175
OPS-FRO-283
Brand Pin is Worn

LNG2610_2 Bar/Lounge #2 Brand Promise / Branded Product 2
Page 66 | 373

• W – silver
LNG2610

CAB5LNG005_2 Bar/Lounge #2 Staff Service / Touchpoint Service 2
Table setting, once set, must minimally be/have:

• If applicable, Linens neat
o It is acceptable for outdoor lounge/bar seating to use a different type of napkin
• Vacated tables are promptly cleared
CAB5LNG005_2
Lounge/Bar Menu

Criteria Lounge/Bar Menu
Page 67 | 373

Lounge menu must minimally:
• Be preset on counter/tables or provided by Server

• List a variety of top-quality alcoholic beverages, beers and wine
o It is acceptable in Saudi Arabia, Qatar & Kuwait to not list alcoholic beverages
• List non-alcoholic beverages
• Include light fare options
• If electronic menu is utilized it must be easy and intuitive to use
o A printed menu must still be available upon request
Mark No if you experience or observe any of the above
CAB5LNG008_2
Server/Bartender Greeting and Order Taking

LNG2605_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4
Criteria Server/Bartender Greeting and Order Taking
• Greet or acknowledge guest within 1 minute

• Offer drinks or wine from the bar
o It is acceptable for offer to be general or for non-alcoholic beverages
• Offer to take a food order
LNG2605
Server/Bartender is knowledgeable and provides recommendations

Criteria Server/Bartender is knowledgeable and provides recommendations
Server/Bartender must follow the Remix Luxury service foundation: We master modern, anticipatory service.
We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every
time. That means:
Page 68 | 373

• Be knowledgeable about lounge beverage menu

• Provide personal recommendations from lounge menu when asked
• Be knowledgeable and confident in interaction
Interact and observe with Server/Bartender and Mark No if any of the above is not met
LNG2609_2
HR-021
Server/Bartender suggestively upsells beverage brand

Criteria Server/Bartender suggestively upsell beverage brand
• Suggestively upsell (e.g., "Certainly, would you prefer Grey Goose?")
Interact and observe with Server/Bartender and Mark No if the service standard is not properly followed
CAB5LNG002_2
Beverage is delivered in a timely fashion

Criteria Beverage is delivered in a timely fashion
Server/Bartender must deliver beverage within 5 minutes from order
CAB5LNG024
Page 69 | 373

Beverage is delivered according to standard

Criteria Beverage is delivered according to standard
Server/Bartender must deliver beverage:
• On a tray if delivered to tables

• On a napkin or coaster at bar
CAB5LNG027_2

Beverage must be:

o It is acceptable if garnish is not 'fresh' if it is appropriate for cocktail theme (i.e. dehydrated
garnish)
CAB5LNG003_2
Page 70 | 373

OPS-FNB-055
Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty

Criteria Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty
• Ask if beverages are satisfactory

• Offer second round of drinks within 3 minutes of glass being at 2/3 empty
• Replenish snacks when 3/4 empty
• Clear all debris (e.g., stirrer sticks, fruit garnish) from occupied tables within 2 minutes
LNG2607


CAB5LNG006_2
Page 71 | 373

OPS-FNB-068
Server/Bartender properly presents the check

Criteria Server/Bartender properly presents the check
Check must be:

• Presented inside a folder/check-holder with a brand pen
o Lounge-specific branded folder/pen acceptable
o (AP): Concept relevant presenter is acceptable
• Presented:
o (CALA, US/CAN): After guest refuses offer for another round
o (AP, EMEA): After guest requests check
LNG2603

LNG2603-r_2 Bar/Lounge #2 Staff Service / Branded Service 4
• Listen actively
resolution
Page 72 | 373

LNG2603-r_2
HR-021

LNG2613_2 Bar/Lounge #2 Staff Service / Branded Service 4
make them last.

LNG2613
MGS Search HR-205
HR-021
Server/Bartender does not decline a request without offering alternatives

Criteria Server/Bartender does not decline a request without offering alternatives
• Server/Bartender meets request
Page 73 | 373

If a special request is made, Server/Bartender must:
LNG2616_2
MGS Search HR-205
HR-021

the guest.
LNG2615_2
MGS Search HR-205
HR-021

Page 74 | 373

• Thoughtful
• Intuitive
LNG2606_2
HR-205
HR-021
Server/Bartender provides a professional persona

CAB5LNG7040_ Bar/Lounge #2 Staff Service / Branded Service 4
2
Criteria Server/Bartender provides a professional persona
CAB5LNG7040_2
MGS Search HR-205

_2
Page 75 | 373


_2

CABBLNG9905_2

_2

_2
OPS-FRO-175

Page 76 | 373


LNG2630
MGS Search HR-021
Page 77 | 373

Bar/Lounge – Facility
Bar/Lounge Cleanliness - Walls/Doors/Windows/Ceiling/Floor

CABLNG005 Bar/Lounge – Facility Cleanliness / High Guest Impact 4
Bar/Lounge Condition - Walls/Doors/Windows/Ceiling/Floor

CABLNG006 Bar/Lounge – Facility Maintenance & Upkeep / High Guest 4
Impact
Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items

CABLNG007 Bar/Lounge – Facility Cleanliness / High Guest Impact 4
Bar/Lounge Condition - Furniture/Equipment/Décor Items

CABLNG008 Bar/Lounge – Facility Maintenance & Upkeep / High Guest 4
Impact
Page 78 | 373

Room Service
In-Room Dining Offered 24/7

IRD2601 Room Service Staff Service / Branded Service 0
Criteria In-Room Dining Offered 24/7
In-Room Dining must minimally be:
• Offered 24 hours a day/7 days a week

• Offered for all meal periods
Check In-Room Dining collateral in guestroom and Mark No any of the above are not met
IRD2601
MGS Search OPS-FNB-104B

CABRST9911 Room Service Staff Service / Touchpoint Service 4
Telephone – Warm welcome/greeting provided

CABRST9912 Room Service Staff Service / Core Service 4
In-Room Dining order properly taken

CAB5RS002 Room Service Staff Service / Touchpoint Service 4
Criteria In-Room Dining order properly taken
Server/attendant must:
• Ask how many in party

• Inform guest of the specials and/or house specialties, if applicable
• Quote estimated delivery time
• Repeat back complete order to guest, including any special requests and condiments mentioned by
guest
Page 79 | 373

CAB5RS002
MGS Search OPS-FNB-104D
Telephone - Order taker is knowledgeable and provides recommendations

IRD2619 Room Service Staff Service / Touchpoint Service 2
Criteria Telephone - Order taker is knowledgeable and provides recommendations
Order taker must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read
our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time. This
means being knowledgeable about:
• Menu offerings
o Be able to describe ingredients and preparation of menu items
• Local/regional specialties, if present
• Provide recommendations of menu items, if asked
unable to answer
IRD2619
HR-021
Telephone - Order taker makes suggestions for additional items

Criteria Order taker makes suggestions for additional items
Order taker must suggest starter/side appropriate for order/attempt to upsell additional items that will
enhance the guest’s meal, e.g., side order or dessert
Place order and Mark No if required procedures are not followed
CAB5RS021
Telephone - Order taker informs guest of gratuity (CALA, EMEA, US/CAN)

Page 80 | 373

Criteria In-Room Dining order taker informs guest of gratuity (CALA, EMEA, US/CAN)
• Property is located in AP
• The gratuity is not included on the check
Order taker must inform guest that gratuity is included on the check, if applicable
• It is acceptable if server informs guest of included gratuity when presenting the check
Place In-Room Dining order and Mark No if required procedures are not followed
CAB5RS003



CABRST9905
Telephone - Warm and sincere closing offered, and appreciation demonstrated

Page 81 | 373

detractors

In-Room Dining delivered on time

IRD2604-t Room Service Staff Service / Touchpoint Service 4
Criteria In-Room Dining delivered on time
Timing of In-Room/Private Dining order must minimally be:
• Delivered on time
o Continental breakfast/coffee - within 15 minutes of placing order
o Beverage only – within 15 minutes of placing order
o All other orders -
▪ Within 30 minutes of placing order
▪ Within time quoted for resorts
• Quoted accurately:
o Within 5 minutes of actual delivery time
Check In-Room/Private Dining order and timing and Mark No if you find any of the following:
• Continental breakfast/coffee delivered later than 15 minutes

• Order delivered later than 35 minutes
• Order delivered later than 5 minutes after quoted time (Resorts)
• Order quoted more than 5 minutes of actual delivery time
IRD2604-t
Delivery - Room Delivery Announcement

CABRMD9910 Room Service Staff Service / Touchpoint Service 4
Delivery - Warm welcome/greeting provided

CABRMD9901 Room Service Staff Service / Core Service 16
Page 82 | 373

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

Delivery - Well-groomed and professional, wearing a uniform


IRD2612 Room Service Brand Promise / Branded Product 4

IRD2612
Brand Pin is Worn

IRD2610 Room Service Brand Promise / Branded Product 2

• Restaurant is operated by a third party
Page 83 | 373

• W – silver
IRD2610
Server follows correct procedures for entering guestroom

Criteria Server follows correct procedures for entering guestroom
Server must:
• Request permission to enter room
Interact with Server and Mark No if server does not follow the required standards
IRD2607
Server creates dining ambiance

Criteria Server creates dining ambiance
Server must minimally:
• Asks where to position table/tray

• Offer to position chairs and tables, if applicable
• Raise and secure the leaf of the table, if applicable
• Removes plastic wrap from items, as applicable
• Remove covers from plates, if applicable
If food is brought in a hot box, it is acceptable to remove covers before coming into the room
Interact with server and Mark No if server does not follow required procedures
CAB5RS022
Page 84 | 373

Order delivered as requested and complete

Criteria Order delivered as requested and complete
Order must minimally be delivered:
• As ordered
o All items requested
o Items prepared as requested, if applicable (e.g., steak medium-rare)
• With accompaniments (e.g., sugar, bread basket)
• With appropriate service items (e.g., soup spoon for soup)
Specify items missing/incorrect as handwritten findings
Check order and Mark No if any of the above criteria are not met
CAB5RS006
In-Room Dining table is set properly

Criteria In-Room Dining table is set properly
Table/cart must be level and stable
Table setting minimally must:

• Bud vase/arrangement is neat, fresh and presentable (optional)
• Condiments served in appropriate containers (e.g., ramekins, miniature bottles)
o No full sized bottles or portion packs, except for sweeteners
• Linens neat (if applicable)
o A damper or pad must be placed under all table cloths
• Salt and pepper shakers are present
Mark No if you find any of the above criteria is not met
CAB5RS008
Server presents bottled wine before serving
Page 85 | 373


Criteria Server presents bottled wine before serving
Mark N/A if bottled wine is not ordered with meal
• Offer to present the wine, if bottled

o Present bottle to guest
o Allow guest to taste wine
▪ If approved, wine is poured without picking up wine glass
CAB5RS023
MGS Search OPS-FNB-104A
Food and beverage is visually appealing and met guest expectations for taste

Criteria Food and beverage is visually appealing and met guest expectations for taste
Food and beverage presentations must be:
• Show attention to detail and visual appeal

o Precise and carefully plated
o Beverages served in appropriate glassware
• Properly prepared to guest’s request (e.g., well-done, no salt) or cooked to meet the guest
expectations for taste
Mark No if any of the above criteria is not met
CAB5RS007
Server properly presents the check

Criteria Server properly presents the check
Check must be:

• Presented inside a folder with a brand pen
Page 86 | 373

o Hotel-specific folders acceptable
IRD2602
Tray pick-up procedure explained

Criteria Tray pick-up procedure explained
Tray pick-up procedure must be explained:
• Verbally by the server, or

• On a card left on the tray or table
Interact with server and Mark No if tray pick-up procedure is not explained
CAB5RS025
Server must “Own It” – take responsibility and make it happen

IRD2603-r Room Service Staff Service / Branded Service 4
Criteria Server must “Own It” – take responsibility and make it happen
Server must follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
• Listen actively
resolution
IRD2603-r
HR-021
Page 87 | 373

Server must “Keep It Real” and bring their personality to work

Criteria Server must “Keep It Real” and bring their personality to work
make them last.

IRD2606
MGS Search HR-205
HR-021
Server does not decline a request without offering alternatives

Criteria Server does not decline a request without offering alternatives

• Server meets request
If a special request is made, server must:
IRD2616
MGS Search HR-205
HR-021
Page 88 | 373

Server must Remix Luxury

Criteria Server must Remix Luxury
the guest.
IRD2615
MGS Search HR-205
HR-021
Server exemplified – “Ace the Basics” and put the guest at the center of everything they did

Criteria Server exemplified - "Ace the Basics" and put the guest at the center of everything they did
Server must follow the Ace the Basics service foundation: We are committed to putting the guest at the center
of everything. We are present, master every detail, and make every moment and surface shine. Our luxury
guests expect us to ace the basics, and we deliver. This includes being:
• Thoughtful
• Intuitive
IRD2605
HR-205
HR-021
Page 89 | 373

Server provides a professional persona

CAB5IRD7040 Room Service Staff Service / Branded Service 4
Criteria Server provides a professional persona
Server must:
CAB5IRD7040
MGS Search HR-205
Delivery - Guest name used during the experience, when known

Delivery - Proactive additional assistance offered to the guest

Criteria Delivery - Proactive additional assistance offered to the guest

CABRMD9905
Delivery - Warm and sincere closing offered, and appreciation demonstrated

Page 90 | 373

Delivery - The overall experience met guest expectations and was free of negative
detractors



IRD2630
MGS Search HR-021
Page 91 | 373

Room Service #2
In-Room Dining order properly taken

CAB5RS002_2 Room Service #2 Staff Service / Touchpoint Service 4
Criteria In-Room Dining order properly taken
Server/attendant must:
• Ask how many in party

• Inform guest of the specials and/or house specialties, if applicable
• Quote estimated delivery time
• Repeat back complete order to guest, including any special requests and condiments mentioned by
guest
CAB5RS002_2
Telephone - Order taker makes suggestions for additional items

Criteria Order taker makes suggestions for additional items
Order taker must suggest starter/side appropriate for order/attempt to upsell additional items that will
enhance the guest’s meal, e.g., side order or dessert
Place order and Mark No if required procedures are not followed
CAB5RS021_2
Telephone - Order taker informs guest of gratuity (CALA, EMEA, US/CAN)

Criteria In-Room Dining order taker informs guest of gratuity (CALA, EMEA, US/CAN)
• Property is located in AP
• The gratuity is not included on the check
Page 92 | 373

Order taker must inform guest that gratuity is included on the check, if applicable
• It is acceptable if server informs guest of included gratuity when presenting the check
Place In-Room Dining order and Mark No if required procedures are not followed
CAB5RS003_2
Server creates dining ambiance

Criteria Server creates dining ambiance
• Asks where to position table/tray

• Offer to position chairs and tables, if applicable
• Raise and secure the leaf of the table, if applicable
• Removes plastic wrap from items, as applicable
• Remove covers from plates, if applicable
If food is brought in a hot box, it is acceptable to remove covers before coming into the room
CAB5RS022_2
Order delivered as requested and complete

Criteria Order delivered as requested and complete
Order must minimally be delivered:
• As ordered
o All items requested
o Items prepared as requested, if applicable (e.g., steak medium-rare)
• With accompaniments (e.g., sugar, bread basket)
• With appropriate service items (e.g., soup spoon for soup)
Specify items missing/incorrect as handwritten findings
Check order and Mark No if any of the above criteria are not met
CAB5RS006_2
Page 93 | 373

In-Room Dining table is set properly

Criteria In-Room Dining table is set properly
Table/cart must be level and stable
Table setting minimally must:

• Bud vase/arrangement is neat, fresh and presentable (optional)
• Condiments served in appropriate containers (e.g., ramekins, miniature bottles)
o No full sized bottles or portion packs, except for sweeteners
• Linens neat (if applicable)
o A damper or pad must be placed under all table cloths
• Salt and pepper shakers are present
Mark No if you find any of the above criteria is not met
CAB5RS008_2
Server presents bottled wine before serving

Criteria Server presents bottled wine before serving
Mark N/A if bottled wine is not ordered with meal
• Offer to present the wine, if bottled

o Present bottle to guest
o Allow guest to taste wine
▪ If approved, wine is poured without picking up wine glass
CAB5RS023_2
Tray pick-up procedure explained

Page 94 | 373

Criteria Tray pick-up procedure explained
Tray pick-up procedure must be explained:
• Verbally by the server, or

• On a card left on the tray or table
Interact with server and Mark No if tray pick-up procedure is not explained
CAB5RS025_2

CAB5IRD7040_ Room Service #2 Staff Service / Branded Service 4
2
Server must:
CAB5IRD7040_2
MGS Search HR-205
Page 95 | 373

Restaurant – Reservation

CABRESR9911 Restaurant – Reservation Staff Service / Touchpoint Service 4

CABRESR9912 Restaurant – Reservation Staff Service / Core Service 4
Telephone - Reservation Agent follows luxury phone etiquette

CAB5RESR003 Restaurant – Reservation Staff Service / Touchpoint Service 2
Criteria Telephone - Reservation Agent follows luxury phone etiquette

Agent must minimally:
• Not place the guest on hold longer than 2 minutes

o If hold is longer than 30 seconds, agent must offer to call back
• Avoid dead space (i.e., a long pause in speaking) and have an enthusiastic tone of voice
CAB5RESR003
Reservation Agent Asks all Required Questions

Criteria Reservation Agent Asks all Required Questions
Page 96 | 373


Agent books the restaurant reservation and must minimally:
• Ask for date and time of reservation

• Ask for number of guests
• Ask if you are celebrating a special occasion
o Agent responds appropriately to your response
• Ask about preferences (e.g., seating indoor/outdoor) or dietary restrictions (e.g., vegetarian, low
sodium, food allergies) (LC)
Interact with Agent and Mark No if you find any of the following:
• Agent did not follow any of the above standards

• Reservation not taken
CAB5RESR004
Reservation Agent confirms information

Criteria Reservation Agent confirms information

All luxury restaurants must take reservations (RC)
• It is acceptable if PBX Agent acts as Reservation Agent
Agent confirms for the following information:
• Guest name and spelling

• Time and date of restaurant reservation
• Number of guests in the party
Interact with Agent and Mark No if you find any of the following:
• Reservation information not reconfirmed

• Reservation not taken
CAB5RESR005
Page 97 | 373


RESR2605 Restaurant – Reservation Staff Service / Branded Service 16

• Listen actively
resolution
RESR2605
HR-021

make them last.

RESR2604
MGS Search HR-205
Page 98 | 373

HR-021

unable to answer
RESR2602
HR-205
HR-021

the guest.
RESR2603
MGS Search HR-205
HR-021
Page 99 | 373




CABRESR9905

detractors



Page 100 | 373



RESR2630
Page 101 | 373

Restaurant – Dinner
Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a

timely manner

CABREST9908 Restaurant – Dinner Staff Service / Touchpoint Service 2
Host/Hostess - Warm welcome/greeting provided

CABREST9901 Restaurant – Dinner Staff Service / Core Service 16
Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained
throughout the interaction

Host/Hostess - Well-groomed and professional, wearing a uniform

Host/Hostess - Brand Pin is Worn

RD2610 Restaurant – Dinner Brand Promise / Branded Product 2
Criteria Host/Hostess - Brand Pin is Worn
• Talent is not present

• Restaurant is a licensed concept
Page 102 | 373

• W – silver
RD2610
Host/Hostess confirms reservation

CAB5RD003 Restaurant – Dinner Staff Service / Touchpoint Service 2
Criteria Host/Hostess confirms reservation

• Reservation not made
Host/Hostess must:
• Confirm if reservation was made
Inform Host/Hostess that you have a reservation
Verify that Host/Hostess:
• Confirms correct details of reservation

• Has record of your reservation
Interact with Host/Hostess and Mark No if you encounter or observe any of the following:
• Reservation detail incorrect

• Reservation not recorded
CAB5RD003
Host/Hostess Greeting

Page 103 | 373

Criteria Host/Hostess Greeting

• Reservation not made and required actions do not apply to interaction
Host/Hostess must minimally:
• If appropriate, offer to hang guests' coats

• If reservation made, provide table within 10 minutes of reserved time
o If guests wait for table, inconvenience is acknowledged
▪ Guest is given the approximate wait time
▪ Guest is seated within 5 minutes of stated wait time
▪ Refreshments (e.g., drink from the bar) are offered to waiting guests
Mark No if you encounter or observe any of the above criteria not followed
CAB5RD004
Host/Hostess Seating Procedure

RD2601 Restaurant – Dinner Staff Service / Touchpoint Service 16
Criteria Host/Hostess Seating Procedure

All guests must be escorted to their table by host/hostess, server, or manager
Host/hostess must minimally:
• Ensure table is set up with appropriate place settings

o Correct number of place settings for guests at table (e.g., removing extra place settings if
needed)
o It is acceptable if another host/hostess provides these services (e.g., server attendant)
• Wish guest(s) an enjoyable meal
o If server seats guests, it is acceptable to not wish an enjoyable meal
Mark No if you encounter or observe any of the above criteria not followed
RD2601
Host/Hostess is Knowledgeable and Confident

RD2622 Restaurant – Dinner Staff Service / Branded Service 2
Page 104 | 373

Criteria Host/Hostess is knowledgeable and confident
Host/Hostess must follow the Remix Luxury service foundation: We master modern, anticipatory service. We
read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.
unable to answer
RD2622
HR-205
HR-021
Host/Hostess must “Keep It Real” and bring their personality to work

Criteria Host/Hostess must “Keep It Real” and bring their personality to work

make them last.

RD2609
MGS Search HR-205
HR-021
Host/Hostess must Remix Luxury
Page 105 | 373


Criteria Host/Hostess must Remix Luxury
the guest.
RD2618
MGS Search HR-205
HR-021
Host/Hostess exemplified – “Ace the Basics” and put the guest at the center of everything
they did

Criteria Host/Hostess exemplified - "Ace the Basics" and put the guest at the center of everything they did
Host/Hostess must follow the Ace the Basics service foundation: We are committed to putting the guest at the
center of everything. We are present, master every detail, and make every moment and surface shine. Our
luxury guests expect us to ace the basics, and we deliver. This includes being:
• Thoughtful
• Intuitive
RD2620
HR-205
HR-021
Page 106 | 373

Host/Hostess provides a professional persona

CAB5RD7040 Restaurant – Dinner Staff Service / Branded Service 4
Criteria Host/Hostess provides a professional persona
Host/Hostess must:
Mark No if you encounter or observe any of the the above criteria not met
CAB5RD7040
MGS Search HR-205
Host/Hostess - Guest name used during the experience, when known

Host/Hostess - Proactive additional assistance offered to the guest

Criteria Host/Hostess - Proactive additional assistance offered to the guest

CABREST9905
Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated

Page 107 | 373

Host/Hostess - The overall experience met guest expectations and was free of negative
detractors

Server - Warm welcome/greeting provided

CABRDS9901 Restaurant – Dinner Staff Service / Core Service 16
Server - Good posture, smile, eye contact, and attentive listening maintained throughout
the interaction

Server - Well-groomed and professional, wearing a uniform

Server - Brand Pin is Worn

RDS2610 Restaurant – Dinner Brand Promise / Branded Product 2
Criteria Server - Brand Pin is Worn

Page 108 | 373

• W – silver
RDS2610
Restaurant provides an enjoyable ambiance

CAB5RD017 Restaurant – Dinner Brand Promise / Design Approach & 2
Aesthetic
Criteria Restaurant provides an enjoyable ambiance

The following sensory experiences are in place during venue hours of operation
• All physical elements must be in conformity with concept including menus, collateral, uniforms, OS&E
• Music must be played when the restaurant is open
• Music must change with every meal period
• Music must be professionally programmed
• Lighting must change with every meal period
CAB5RD017

• Facility not present

Page 109 | 373

Table setting minimally must be/have:

o It is acceptable for outdoor restaurants to use a different type of napkin
• Salt and pepper shakers present
o It is acceptable:
▪ If salt and pepper are served/offered
▪ To not offer salt and/or pepper if the restaurant concept is a cuisine that does not
utilize salt and pepper (e.g., Japanese, Chinese)
Mark No if you experience or observe any of the above standards are not met
CAB5RD015
Restaurant Menu

RD2611 Restaurant – Dinner Brand Promise / Branded Product 4
Criteria Restaurant Menu

Menu must be clean and in good condition, minimally including:
• In brand identity or consistent with the theme/season of the restaurant

• (2) Healthy options
• It is acceptable for buffet restaurants to not have printed menus
Mark No if any of the above criteria are not met
RD2611
Initial Water Service

Criteria Initial Water Service

Page 110 | 373

• Offer beverages
• Offers bottled, still or sparkling waters (lunch/dinner)
Interact with server and Mark No if you encounter or observe any of the above criteria not being met
RD2602
MGS Search OPS-FNB-100C
Server suggestively upsells beverage brand

Criteria Server suggestively upsells beverage brand
• Hotel does not have the facility on premise
When taking a beverage order the server must suggestively upsell the beverage brand (e.g., "Certainly, would
you prefer Grey Goose?")
CAB5RD001
Server is knowledgeable and provides recommendations

Criteria Server is knowledgeable and provides recommendations
Server must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time. That
means:
• If applicable, inform guest of the specials and/or house specialties, if applicable

• If asked,
o Provide recommendations of menu items
o Be able to describe ingredients and preparation of menu items
o React graciously and accommodatingly if asked for an off-menu item or preparation
adjustment (e.g., allow me to see what I can do for you)
• Be knowledgeable of the beverage list
Page 111 | 373

o It is acceptable if a wine steward/sommelier provides recommendations

• Offer dessert
o If asked, provide recommendations
o Suggest coffee/espresso/other appropriate after dinner beverage based on concept
No if any of the above is not met
RD2619
HR-021
Order Taking

Criteria Order Taking

• Repeat order back to guest to ensure accuracy

• If applicable, suggest commonly requested condiments or accompaniments (e.g., ketchup for fries)
RD2604
Service must be provided in a timely fashion

RD2619-t Restaurant – Dinner Staff Service / Touchpoint Service 4
Criteria Service must be provided in a timely fashion

Pace of meal must never be noticeable:
• Service is not delayed or rushed:

o Server must approach table within 1 minute after being seated
▪ It is acceptable if a supporting staff member provides the initial greeting after
seating
o All courses must be delivered in order and not overlap each other, if applicable
o Soiled plates must be removed within 3 minutes after all guests at table have completed
Page 112 | 373

their course
RD2619-t
Cold Beverage Service

Criteria Cold Beverage Service

• Cold beverage not ordered
Server must:
• Place a beverage napkin to indicate that the guest has ordered a drink
• Serve the beverages on a tray
Beer must be served:
• Chilled
• If beer is poured at table, it is acceptable to lift the glass from the table to pour
Mark No if any of the above are not followed
RD2617
OPS-FNB-068
Coffee and Specialty Coffee Presentation

Criteria Coffee and Specialty Coffee Presentation

• Coffee or specialty coffee not ordered
Coffee service:
• Server must ask for guest's preference of accompaniments (e.g., sugar, milk, cream) prior to delivery
Page 113 | 373

• Requested accompaniments must be delivered at or before time of delivery
Espresso/espresso type beverages:
• Served in appropriate cup

• Server must ask for guest's preference of accompaniments before time of delivery
• Presented with requested accompaniments at or before time of delivery
o It is acceptable for sugar/sweeteners to be presented in other than caddie/container
Mark No if any of the above criteria are not followed
RD2608
Hot Tea Presentation

Criteria Hot Tea Presentation

• Tea not ordered
Tea:
• If served loose:
o Brewed in a pot
o Strainer provided
▪ It is acceptable if strainer is built into the pot
• If served with tea bags
o At least (1) tea bag
o Served with a pot of hot water
▪ China pot or insulated pot specifically for tea service
Order a beverage and Mark No if any of the above are not followed
RD2606
Iced Tea Presentation

Criteria Iced Tea Presentation

• Iced tea not ordered
Page 114 | 373

Iced tea (non-flavored) must be served, at time of delivery, with:
• Iced tea spoon

• Simple garnish
Order a beverage and Mark No if any of the above are not followed
RD2613
Wine Service

Criteria Wine Service

• Wine not ordered
• Hotel is located in Saudi Arabia or Kuwait
Wine by the glass
• Must be served in the correct glass for the type of wine
Wine by the bottle
• Server demonstrates label and pouring at the table with the label facing the guest
• A taste is offered prior to a complete pour
• For wine pairings, wine is poured prior to receiving food
Order a beverage and Mark No if any of the above criteria are not met
RD2607
Server exemplifies tenets of luxury dining

Criteria Server exemplifies tenets of luxury dining

Page 115 | 373

Server provides exceptional service:
• Courses simultaneously brought to table for all guests

o Food delivered to correct person without asking
• Courses were not cleared before finished or without asking if finished
• Soiled cutlery replaced after every course and cutlery replaced as needed (e.g., steak knife, fish
knife)
• The level of interest in service remains constant and positive throughout the meal
• Server asks if food satisfactory at every course and takes corrective action if needed
• Repeat back beverage type when offering to refresh beverage (e.g., "Would you like another oat milk
cappuccino?", "Absolutely, I would be happy to bring you another Ketel One Martini")
• Food not served over guest's shoulder, but from the side
Mark No if you encounter or observe any of the items listed above are missing
RD2605
Server clears courses according to standards

Criteria Server clears courses according to standards

Server must:
• Clear courses once entire party is finished, unless requested by guest

• Bring fresh cutlery as needed (e.g., fork taken with plate)
• After clearing entree/main course, remove:
o Salt and pepper shakers
o Bread and butter plates
Mark No if any of the above are not met
RD2615


Page 116 | 373

Beverage must be:

o It is acceptable if garnish is not 'fresh' if it is appropriate for cocktail theme (e.g., dehydrated
garnish)
CAB5RD043



• Meet the guest expectations for taste
CAB5RD034
Buffets have adequate food availability and visual appeal

Criteria Buffets have adequate food availability and visual appeal

• Buffet not present
Page 117 | 373

Buffet food and beverage presentations must:
• Be well-stocked and fresh and appetizing in overall appearance

o No dishes more than half empty
o No juice pitchers more than half empty
• Be appetizing in overall appearance
• Provide labels for all dishes
o Not photocopied or hand-written
• Hand-written in chalk or other themed elements are acceptable
o Professional in appearance
o In brand identity or fitting restaurant theme
CAB5RD035


Check must be:
• (CALA): Presented when guest requests check

• (AP): Check is presented after food is ordered
• Presented inside a folder with a brand pen
o Restaurant concept specific branded folders/clipboards/vessels and pens are acceptable
• Check presenter and pen must be clean and in good condition
RD2603
Management observed interacting with guests during dinner

Criteria Management observed interacting with guests during dinner

• Dinner not evaluated
Page 118 | 373

Management must interact with guests during dinner
Management includes:
• Chef
• Any Manager
• Any Non-uniformed supervisor
• Sommelier
Dine in restaurant and Mark No if you did not encounter or observe management interacting with guests
CAB5RD018

RD2603-r Restaurant – Dinner Staff Service / Branded Service 16

• Listen actively
resolution
RD2603-r
HR-021

Page 119 | 373


make them last.

RD2612
MGS Search HR-205
HR-021

• Faciliy not present

RD2616
MGS Search HR-205
HR-021

Page 120 | 373

the guest.
RD2623
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
RD2621
HR-205
HR-021

CAB5RDS7040 Restaurant – Dinner Staff Service / Branded Service 4
Page 121 | 373

Server must:
CAB5RDS7040
MGS Search HR-205
Server - Guest name used during the experience, when known

Server - Proactive additional assistance offered to the guest

Criteria Server - Proactive additional assistance offered to the guest

CABRDS9905
Server - Warm and sincere closing offered, and appreciation demonstrated

Server - The overall experience met guest expectations and was free of negative detractors
Page 122 | 373




RD2630
MGS Search HR-021
Page 123 | 373

Restaurant – Breakfast
Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a

timely manner

CABRBG9908 Restaurant – Breakfast Staff Service / Touchpoint Service 2
Host/Hostess - Warm welcome/greeting provided

CABRBG9901 Restaurant – Breakfast Staff Service / Core Service 16
Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained

Host/Hostess - Well-groomed and professional, wearing a uniform

Host/Hostess - Brand Pin is Worn

RBG2610 Restaurant – Breakfast Brand Promise / Branded Product 2
Criteria Host/Hostess - Brand Pin is Worn

Page 124 | 373

• W – silver
RBG2610
Host/Hostess Seating Procedure

RB2601 Restaurant – Breakfast Staff Service / Touchpoint Service 4
Criteria Host/Hostess Seating Procedure

Host/hostess must minimally:
• Escort the guest to their table

o It is acceptable if the escort is provided by a server or manager as well
o If guests wait for table, inconvenience is acknowledged
• Ensure table is set up with appropriate place settings
o Correct number of place settings for guests at table (e.g., removing extra place settings if
needed)
o It is acceptable if another host/hostess provides these services (e.g., server attendant)
Mark No if you encounter or observe any of the above not followed
RB2601
Host/Hostess is knowledgeable and confident

RB2618 Restaurant – Breakfast Staff Service / Branded Service 2
Criteria Host/Hostess is knowledgeable and confident
Host/Hostess must follow the Remix Luxury service foundation: We master modern, anticipatory service. We
read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.
Page 125 | 373

unable to answer
RB2618
HR-205
HR-021
Host/Hostess must “Keep It Real” and bring their personality to work

Criteria Host/Hostess must “Keep It Real” and bring their personality to work

make them last.

RB2608
MGS Search HR-205
HR-021
Host/Hostess exemplified – “Ace the Basics” and put the guest at the center of everything
they did

Criteria Host/Hostess exemplified - "Ace the Basics" and put the guest at the center of everything they did
Page 126 | 373

Host/Hostess must follow the Ace the Basics service foundation: We are committed to putting the guest at the
• Thoughtful
• Intuitive
RB2620
HR-205
HR-021
Host/Hostess must Remix Luxury

RBG2615 Restaurant – Breakfast Staff Service / Branded Service 4
Criteria Host/Hostess must Remix Luxury
the guest.
RBG2615
MGS Search HR-205
HR-021
Host/Hostess provides a professional persona

CAB5RB7040 Restaurant – Breakfast Staff Service / Branded Service 4
Page 127 | 373

Criteria Host/Hostess provides a professional persona
Host/Hostess must:
CAB5RB7040
MGS Search HR-205
Host/Hostess - Guest name used during the experience, when known

Host/Hostess - Proactive additional assistance offered to the guest

Criteria Host/Hostess - Proactive additional assistance offered to the guest

CABRBG9905
Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated

Host/Hostess - The overall experience met guest expectations and was free of negative
detractors
Page 128 | 373


Server - Warm welcome/greeting provided

CABRS9901 Restaurant – Breakfast Staff Service / Core Service 16
Server - Good posture, smile, eye contact, and attentive listening maintained throughout
the interaction

Server - Well-groomed and professional, wearing a uniform

Server - Brand pin is Worn

RBS2610 Restaurant – Breakfast Brand Promise / Branded Product 2
Criteria Server - Brand pin is Worn
Mark N/A if you find:

• W – silver
Page 129 | 373

It is acceptable if culinary or engineering Talent is observed without a W pin due to safety issues
RBS2610
Restaurant provides an enjoyable ambiance

CAB5RB016 Restaurant – Breakfast Brand Promise / Design Approach & 2
Aesthetic
Criteria Restaurant provides an enjoyable ambiance

All areas of the restaurant in view of the guest must minimally have:
• Dining room exhibits/display tables - professional in appearance

• Music - background, not obtrusive to conversation
• Room temperature - comfortable, unnoticed by guests
o For outdoor restaurants, do not evaluate the temperature
Heart of house items must not be stored in visible guest areas (e.g., tables, chairs, carts)
Observe restaurant and Mark No if restaurant does not meet any of the above standards
CAB5RB016
Music and Lighting

RB2613 Restaurant – Breakfast Brand Promise / Design Approach & 4
Aesthetic
Criteria Music and Lighting

Music must be:
• Playing
• Professionally programmed (e.g., not a radio station, without commercials)
• Appropriate for breakfast
Lighting must be:
Page 130 | 373

• Bright
• Different level from dinner, if dining in same outlet
Observe music and lighting and Mark No if any of the above are not followed
RB2613

CAB5RB014 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Table setting minimally must meet the following:

• If applicable, linens neat
o It is acceptable for outdoor restaurants to use a different type of napkin
o Paper napkins are not acceptable
• Salt and pepper shakers present
o It is acceptable:
▪ If salt and pepper are served/offered
▪ To not offer salt and/or pepper if the restaurant concept is a cuisine that does not
utilize salt and pepper (e.g., Japanese, Chinese)
Mark No if you experience or observe any of the above not met
CAB5RB014
Restaurant Menu

RB2606 Restaurant – Breakfast Brand Promise / Operational 4
Product
Criteria Restaurant Menu

Page 131 | 373

Menu must be clean and in good condition, minimally including:
• (2) Healthy options

• It is acceptable for buffet restaurants to not have printed menus
RB2606
Server is knowledgeable and provides recommendations

Criteria Server is knowledgeable and provides recommendations
Server must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time. That
means:
• If applicable, inform guest of the specials and/or house specialties

• If asked,
o Provide recommendations of menu items
o Provide explanation of preparation
• Appear knowledgeable and confident in interaction
Interact with server and mark No if any of the above is not met
RB2619
HR-021
Order Taking

Criteria Order Taking
• Guest ate from the buffet
• Repeat order back to guest to ensure accuracy
Page 132 | 373

• React graciously and accommodatingly if the guest asks for something off menu or a special
preparation
RB2602
Service must be provided in a timely fashion

RB2615-t Restaurant – Breakfast Staff Service / Touchpoint Service 4
Criteria Service must be provided in a timely fashion

Pace of meal must never be noticeable:
• Service is not delayed or rushed:

o Server must approach table within 1 minute after being seated
▪ It is acceptable if a supporting staff member provides the initial greeting after
seating
o Soiled plates must be removed within 3 minutes after all guests at table have completed
their course
Mark No if you encounter or observe that pace of meal is noticeably delayed or rushed
RB2615-t
Cold Beverages and Juices

Criteria Cold Beverages and Juices

• Cold beverage/juice not ordered
A choice of juices must minimally include
• (2) Fresh or distinctive
Cold beverages other than juices must be served, at time of delivery, with:
• Solid, square ice cubes, if ice is used

o (RC, RCC): Unless dictated otherwise for specialty cocktail
Page 133 | 373

CAB5RB026
Coffee and Specialty Coffee Presentation

Criteria Coffee and Specialty Coffee Presentation

• Coffee or specialty coffee not ordered
Coffee service:
• Server must ask for guest's preference of accompaniments (e.g., sugar, milk, cream) prior to delivery
o It is acceptable for the accompaniments to be preset on the table at buffet only restaurants
Espresso/espresso type beverages:
• Available upon request

• Served in appropriate cup
• Server must ask for guest's preference of accompaniments before time of delivery
• Presented with requested accompaniments at or before time of delivery
o It is acceptable for sugar/sweeteners to be presented in other than caddie/container
RB2607
Hot Tea Presentation

Criteria Hot Tea Presentation

• Tea not ordered or observed
Tea:
• If served loose:
o Brewed in a pot
o Strainer provided
▪ It is acceptable if strainer is built into the pot
Page 134 | 373

• If served tea bags

o At least (1) tea bag
o Served with a pot of hot water
▪ China pot or insulated pot specifically for tea service
RB2604
Server exemplifies tenets of luxury dining

Criteria Server exemplifies tenets of luxury dining

Server provides exceptional service:
• Courses simultaneously brought to table for all guests

o Food delivered to correct person without asking
• Courses were not cleared before finished or without asking if finished
• Soiled cutlery replaced after every course and cutlery replaced as needed (ex: steak knife, fish knife,
etc.)
• The level of interest in service remains constant and positive throughout the meal
• Server asks if food satisfactory at every course and takes corrective action if needed
• Repeat back beverage type when offering to refresh beverage (e.g., "Would you like another triple
non-fat cappuccino?", "Certainly, I would be happy to bring you another glass of fresh squeezed
orange juice")
• Food not served over guest's shoulder, but from the side
Interact with server and Mark No if you encounter or observe any of the items listed above are missing
RB2603


Page 135 | 373

Beverage must be:

o It is acceptable if garnish is not 'fresh' if it is appropriate for cocktail theme (e.g., dehydrated
garnish)
CAB5RB037



CAB5RB030
Buffets have adequate food availability and visual appeal

Criteria Buffets have adequate food availability and visual appeal
Page 136 | 373


• Buffet not present
Buffet food and beverage presentations must:
• Be well-stocked and fresh and appetizing in overall appearance

o No dishes more than half empty
o No juice pitchers more than half empty
• Be appetizing in overall appearance
• Provide labels for all dishes
o Not photocopied or hand-written
• Hand-written in chalk or other themed elements are acceptable
o Professional in appearance
o In brand identity or fitting restaurant theme
CAB5RB031


Check must be:

• Presented inside presenter/folder with a W branded pen
o Restaurant concept specific branded folders/clipboards/vessels and pens are acceptable
• Check presenter and pen must be clean and in good condition
RB2611

RB2603-r Restaurant – Breakfast Staff Service / Branded Service 4
Page 137 | 373


• Listen actively
resolution
RB2603-r
HR-021


make them last.

RB2609
MGS Search HR-205
HR-021

Page 138 | 373



RB2616
MGS Search HR-205
HR-021

the guest.
RB2615
MGS Search HR-205
HR-021

Page 139 | 373

• Thoughtful
• Intuitive
RB2617
HR-205
HR-021

CAB5RS7040 Restaurant – Breakfast Staff Service / Branded Service 4
Server must:
CAB5RS7040
MGS Search HR-205
Server - Guest name used during the experience, when known

Page 140 | 373

Server - Proactive additional assistance offered to the guest

Criteria Server - Proactive additional assistance offered to the guest

CABRS9905
Server - Warm and sincere closing offered, and appreciation demonstrated

Server - The overall experience met guest expectations and was free of negative detractors



Page 141 | 373



RB2630
MGS Search HR-021
Page 142 | 373

Restaurant – Facility
Disposable Food & Beverage Containers

CABBOH030 Restaurant – Facility MI Initiatives / Fulfillment 4
Criteria Disposable Food & Beverage Containers
Mark N/A if no disposable food and/or beverage containers were observed
Disposable food and beverage containers including plates, bowls, mugs, cups, saucers, and serving trays (food
service containers), must not be made of expanded/injected molded foam, also known as polystyrene or
Styrofoam®
Note: This does not apply to coffee cup lids, forks, knives, or spoons, as there are no viable options for this
product line today. When reusable materials are not an option, products must meet one of the following criteria:
• Be compostable in a commercial composting system

• Be recyclable (unless hotel is located in a locale with single-use plastic ban legislation)
Mark No if polystyrene (i.e. Styrofoam®) disposable products are used throughout food and beverage service
and packaging (plates, bowls, cups, and to go containers)
CABBOH030
MGS Search OPS-SUS-014
Restaurant Cleanliness - Walls/Doors/Windows/Ceiling/Floor

CABREST003 Restaurant – Facility Cleanliness / High Guest Impact 4
Restaurant Condition - Walls/Doors/Windows/Ceiling/Floor

CABREST004 Restaurant – Facility Maintenance & Upkeep / High Guest 4
Impact
Restaurant Cleanliness - Furniture/Equipment/Décor Items

CABREST005 Restaurant – Facility Cleanliness / High Guest Impact 4
Restaurant Condition - Furniture/Equipment/Décor Items

CABREST006 Restaurant – Facility Maintenance & Upkeep / High Guest 4
Impact
Page 143 | 373

W Insider
Enter position of Talent you interacted with

WI2605 W Insider Staff Service / Touchpoint Service
Criteria Enter position of Talent you interacted with
Enter name of Talent you interacted with
Click to select who you interacted with: W Insider, Whatever/Whenever Talent, Concierge, Unknown
WI2605
W Insider service is provided promptly

WI2617 W Insider Staff Service / Touchpoint Service 4
Criteria W Insider service is provided promptly
W Insider must greet guest and offer assistance within 5 minutes of arrival to the area
• It is acceptable for others to provide assistance if the concierge is occupied by another guest or has a
queue
W Insider must call guest back within 15 minutes if contacted by guest by phone and immediate assistance is
not possible
Concierge services must be available to guests 24 hours per day, 7 days per week, regardless of Lobby
Concierge Desk hours
• It is acceptable for those other than the Lobby Concierge to handle requests after Lobby Concierge
Desk is closed
• It is acceptable for the Lobby Concierge telephone to be forwarded to another department (e.g.,
Whatever/Whenever) to handle requests
• The department handling after hours requests, whether in person or by phone, must assist the guest
o It is not acceptable for the others to take a message rather than assist the guest
WI2617
MGS Search OPS-FRO-290G

WI2603 W Insider Staff Service / Core Service 16
Page 144 | 373

OPS-FRO-175
interaction

OPS-FRO-175

OPS-FRO-175
OPS-FRO-283

WI2618 W Insider Brand Promise / Branded Product 2

WI2618
Page 145 | 373

Brand Pin is Worn

WI2610 W Insider Brand Promise / Branded Product 2

• W – silver
WI2610

OPS-FRO-175
W Insider must “Own It” – take responsibility and make it happen

WI2603-r W Insider Staff Service / Branded Service 4
Criteria W Insider must “Own It” – take responsibility and make it happen

W Insider must follow the Own It service foundation: We take responsibility and make it happen. We find
solutions, not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can. To
Page 146 | 373

effectively Own It, Talent must:
• Listen actively
resolution
WI2603-r
HR-021
W Insider does not decline a request without offering alternatives

Criteria W Insider does not decline a request without offering alternatives

• W Insider meets request
If a special request is made, W Insider must:
WI2616
MGS Search HR-205
HR-021
W Insider must “Keep It Real” and bring their personality to work

WI2604-a W Insider Staff Service / Branded Service 4
Criteria W Insider must “Keep It Real” and bring their personality to work
Page 147 | 373

make them last.

WI2604-a
MGS Search HR-205
HR-021

WI2615 W Insider Staff Service / Branded Service 4
the guest.
WI2615
MGS Search HR-205
HR-021
W Insider exemplified – “Ace the Basics” and put the guest at the center of everything they
did

Criteria W Insider exemplified - "Ace the Basics" and put the guest at the center of everything they did
W Insider must follow the Ace the Basics service foundation: We are committed to putting the guest at the
Page 148 | 373

• Thoughtful
• Intuitive
WI2612
HR-205
HR-021
Concierge provides a professional persona

Criteria Concierge provides a professional persona
W Insider must:
WI2624
MGS Search HR-205
W Insider helped guest gain insider access to the city

Criteria W Insider helped guest gain insider access to the city
W Insider enhanced the guest stay by giving insider access to the city or by being attentive to the guests needs.
W Insider enhances the guest stay by giving original, insider access to the city.
W Insider connects to as many guests as possible and is knowledgeable of local cultural destinations including
Page 149 | 373

restaurants, galleries, design points of interest, and boutiques.
W Insider is approachable and attentive.
WI2602
OPS-FRO-280E
W Insider provides reservation services

Criteria Concierge provides reservation services
W Insider must:
• Offer to make reservations/book tickets for suggested venues (e.g., restaurants, local attractions),
if applicable
• Make reservation if service is accepted by the guest
• Offer to provide directions/transportation options to the venue
Mark No if you any of the above criteria is not met
WI2622
Confirmation

Criteria Confirmation

• A reservation was not made
W Insider must:
• Offer to provide a confirmation for every reservation

• Ask what method of confirmation the guest would prefer
o To wait for the confirmation to be printed, OR
o To receive an email/text confirmation of the arrangements, OR
o To offer to deliver confirmation to Guestroom
Confirmation must be:
Page 150 | 373

• Computer-generated or typed (if not digital)

• Professional in appearance (no photocopies)
• Correct in all details, including dates and times
• Language used must be in Brand Voice
• Headed with appropriate greetings, which are used in all written communications:
o Correct titles for same sex relationships or marriages
o Proper spelling of names and titles, (e.g., including the use of lower case versus upper
case letters, hyphens, spacing)
CAB5LC003


WI2608
OPS-FRO-175

OPS-FRO-175

Page 151 | 373

OPS-FRO-175


LC2630
MGS Search HR-021
W Insider is on Staff and Scheduling

B2603 W Insider Staff Service / Branded Service 2
Criteria W Insider is on Staff and Scheduling
Mark N/A if W Insider position is vacant for 30 days or less (documentation of job posting required)
W Insider Program must minimally be:
• W Insider position on Staff

• W Insider scheduled during peak times
If W Insider position Is vacant for more than 30 days Mark No
Check schedule to confirm elements are in place
B2603
Page 152 | 373

Guest Request
Telephone - Telephone etiquette

CABGR9911 Guest Request Staff Service / Touchpoint Service 4
OPS-FRO-297B

CABGR9912 Guest Request Staff Service / Core Service 2
Operator reacts as appropriate and sets expectation for resolution

CAB5RAP002 Guest Request Staff Service / Touchpoint Service 4
Criteria Operator reacts as appropriate and sets expectation for resolution
• Service or area is not evaluated
Operator must:
• Question effectively to uncover the guest’s need (e.g., repair in room, towel delivery)
• Offer apology if guest is calling due to a defect
• Provide time quote for response
o It is acceptable if quote is non-specific (e.g., "Immediately", "They will be right up")
CAB5RAP002

RAP2603 Guest Request Staff Service / Branded Service 2
Page 153 | 373

unable to answer
RAP2603
Telephone - The associate confirmed the caller's request by repeating back key details to
ensure correct understanding

CAB5GR002 Guest Request Staff Service / Touchpoint Service 4
Criteria Telephone - The associate confirmed the caller's request by repeating back key details to ensure
correct understanding
The associate must confirm the caller's request by repeating back key details to ensure correct understanding
CAB5GR002



Page 154 | 373

CABGR9905

detractors

Timely response and service provided

WPR2618 Guest Request Staff Service / Touchpoint Service 4
Criteria Timely response and service provided

• Not present during service response
Whatever/Whenever Talent must minimally:
• Rectify problem within 10 minutes after arriving or provide time estimate for resolution if applicable
Interact with Whatever/Whenever Talent and Mark No if you observe the following:
• Estimate of resolution time not provided (if longer than 10 minutes)
WPR2618
Delivery - Room delivery announcement

CABGRD9910 Guest Request Staff Service / Touchpoint Service 4
Page 155 | 373


CABGRD9901 Guest Request Staff Service / Core Service 16
the interaction


Brand Pin is Worn

RAP2610 Guest Request Brand Promise / Branded Product 2

W pin must minimally be:
• W – silver
RAP2610
Page 156 | 373


RS2602 Guest Request Staff Service / Branded Service 4

• Not present during service
• Listen actively
resolution
RS2602
Guest Request Resolution

RS2603 Guest Request Staff Service / Touchpoint Service 4
Criteria Guest Request Resolution
Whatever/Whenever Agent must minimally:
• Request permission to enter the room, if applicable

• If the call was for a defect/problem, rectify problem (e.g., repair plumbing issue, bring batteries for
remote control)
• If the call was for a delivery:
o Deliver correct item
o Item delivered is in good condition (e.g., towels are clean and not tattered, worn)
o Requested items delivered to the room must be
▪ Elegantly presented (e.g., on an elegant tray, basket, box or bag)
▪ Must NOT be directly handed to guest/delivered hand-to-hand
RS2603
Page 157 | 373



make them last.

RAP2602
MGS Search HR-205
HR-021

RAP2616 Guest Request Staff Service / Touchpoint Service 4

• Request met
RAP2616
Page 158 | 373

MGS Search HR-205

the guest.
RAP2615
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
RAP2605
Page 159 | 373

HR-205
HR-021
Whatever/Whenever Agent provides a professional persona

GR2601 Guest Request Staff Service / Branded Service 4
Criteria Whatever/Whenever Agent provides a professional persona
Whatever/Whenever Agent must:
GR2601
MGS Search HR-205


Criteria Delivery - Proactive additional assistance offered to the guest

CABGRD9905
Delivery - Warm and sincere closing offered and appreciation demonstrated
Page 160 | 373


Follow up call was received

CAB5GR004 Guest Request Staff Service / Branded Service 2
Criteria Follow up call was received
Mark N/A if service or area is not evaluated
Hotel must place a follow up call within 30 minutes of problem resolution
• It is not acceptable if calls are made after 9:00 PM

• It is not acceptable if calls are made before 8:00 AM
CAB5GR004
detractors


Page 161 | 373


RAP2630
MGS Search HR-021
Page 162 | 373

Whatever/Whenever

CABWPR9911 Whatever/Whenever Staff Service / Touchpoint Service 4

CABWPR9912 Whatever/Whenever Staff Service / Core Service 4
OPS-FRO-175
Whatever/Whenever Agent is knowledgeable and confident

RS2601 Whatever/Whenever Staff Service / Branded Service 2
Criteria Whatever/Whenever Agent is knowledgeable and confident
Whatever/Whenever Agent must follow the Remix Luxury service foundation: We master modern, anticipatory
service. We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs
every time.
unable to answer
RS2601
Whatever/Whenever Talent reacts as appropriate and sets expectation for resolution

WPR2612 Whatever/Whenever Staff Service / Touchpoint Service 4
Criteria Whatever/Whenever Talent reacts as appropriate and sets expectation for resolution
Page 163 | 373

Whatever/Whenever Talent must:
• Question effectively to uncover the guest’s need (e.g., repair in room, towel delivery)
• Offer apology if guest is calling due to a defect
• Provide time quote for response
o It is acceptable if quote is non-specific (e.g., "Immediately", "They will be right up")
Contact Whatever/Whenever and Mark No if you experience or observe the following:
• Time quote for response not provided
WPR2612

WPR2616 Whatever/Whenever Staff Service / Touchpoint Service 4

• Request met
WPR2616
MGS Search HR-205
Whatever/Whenever Talent offers to purchase item if not readily available

RAP2601 Whatever/Whenever Staff Service / Branded Service 4
Criteria Whatever/Whenever Talent offers to purchase item if not readily available
• Item is readily available

• Interaction was for problem resolution
Talent must:
Page 164 | 373

• Offer to have item purchased for guest

• Offer made without hesitation
• Not include “runner’s fee"
Interact with talent and Mark No if you find any of the above not met
RAP2601

OPS-FRO-175


Criteria

CABWPR9905

OPS-FRO-175
detractors
Page 165 | 373


OPS-FRO-175
Enter department name of person who responded to request, if provided

WPR2614 Whatever/Whenever Staff Service / Touchpoint Service
Criteria Enter Department name of person who responded to request, if provided
Enter name of Talent you interacted with
WPR2614

CABWPRD9910 Whatever/Whenever Staff Service / Touchpoint Service 4

CABWPRD9901 Whatever/Whenever Staff Service / Core Service 16
OPS-FRO-175
the interaction

OPS-FRO-175
Page 166 | 373


OPS-FRO-175
Brand Pin is Worn and

WPR2610 Whatever/Whenever Brand Promise / Branded Product 2
Criteria Brand Pin is Worn and
• Talent is not encountered

• Engineering associate encountered and pride pin is not worn and not embroidered
• W – silver
WPR2610

CAB5RAP007-r Whatever/Whenever Staff Service / Touchpoint Service 4

• Listen actively
Page 167 | 373

resolution
CAB5RAP007-r
HR-021
Whatever/Whenever Talent must “Keep It Real” and bring their personality to work

WPR2601 Whatever/Whenever Staff Service / Branded Service 4
Criteria Whatever/Whenever Talent must “Keep It Real” and bring their personality to work

make them last.

WPR2601
MGS Search HR-205
HR-021

OPS-FRO-175
Page 168 | 373



Criteria

Delivery - Warm and sincere closing offered, and appreciation demonstrated

OPS-FRO-175
detractors

OPS-FRO-175

WPR2630 Whatever/Whenever Staff Service / Branded Service 4
Page 169 | 373



WPR2630
MGS Search HR-021
Page 170 | 373

Housekeeping – Turndown Service
Turndown service is provided on time

TD2603 Housekeeping – Turndown Service Staff Service / Touchpoint Service 4
Criteria Turndown service is provided on time
• Hotel is an urban W Escape, or non-urban W Escape with more than 150 rooms, AND guest is not a
Platinum Elite or higher, a VIP, or staying in a suite
Turndown service must be provided by 9:00 pm for:
• All Platinum Elite, Titanium Elite, Ambassador Elite, VIP and suite guests, regardless of type and size
of hotel
• All guests at non-urban W Escapes with 150 rooms or less
• Any guest who requests the service
Mark No if any of the following:
• No turndown service is provided when required

• Room is not turned down by the required time
TD2603
MGS Search OPS-HKP-088F
Guestroom is set to an evening ambiance

CAB5TD007 Housekeeping – Turndown Service Brand Promise / Design Approach & 4
Aesthetic
Criteria Guestroom is set to an evening ambiance
(W): Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite
Evening ambiance must include:
• Curtains, shutters or equivalent are closed

o It is acceptable in a city hotel that provides an exceptional view to leave blinds/curtains
open
• Light - minimum of bedside lamp or entry light left on
o For hotels that have key systems that automatically turn off lights, the lighting should be set
so that the ambiance is crated once the guest places or swipes their key
CAB5TD007
Page 171 | 373

Television set to W Vision

TD2601 Housekeeping – Turndown Service Staff Service / Branded Service 2
Criteria Television set to W Vision
Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
Television set must minimally be:
• Set to W Vision channel

• Volume set at a low level
TD2601
Guestroom living area receives second service

CAB5TD006 Housekeeping – Turndown Service Staff Service / Touchpoint Service 2
Criteria Guestroom living area receives second service
Guestroom second service must include:
• In-Room Dining articles removed, if applicable

• Floor and carpets free from debris and vacuumed
• Trash cans emptied and clean
• Glassware replenished, if used
• Collateral, notepads, pens, etc. neatly straightened
o It is acceptable if item(s) not replenished
CAB5TD006
Guest belongings have been straightened

Criteria Guest belongings have been straightened
Page 172 | 373

Guest belongings must:
• Shoes are neatly paired and straightened

• Guest clothing left on floor or furnishings is neatly folded and left within immediate guest view
• Newspapers are neatly arranged
• Personal toiletries left out on counter are neatly straightened
• Personal belongings have not been straightened

• No turndown service is provided
CAB5TD004
Bed Turndown

Criteria Bed Turndown
Bed turndown must include:
• Bed linens turned back

• Pillows laid flat, with decorative pillow(s) removed, if applicable
• Bed turndown does not meet required standard

• No turndown service is provided
TD2604
Bathroom receives second cleaning

Criteria Bathroom receives second cleaning
Bathroom second service must include:
• Countertops - clean and dry

• Toilet and floor - clean
• Sink - clean
Page 173 | 373

• Tub and shower - clean
CAB5TD008
Bathroom products are refreshed

Criteria Bathroom products are refreshed
Bathroom second service must include:
• Amenities
o Refreshed if 2/3 depleted
o Neatly arranged
o (Mainland China): Replaced when the bath amenity level reaches the replacement line.
• Bathmat - placed on floor in front of tub/shower
o It is acceptable if mat is placed during day service
• Glasses - replenished, spot free and placed on coaster
• Paper products - replenished
• Toilet paper – tipped
• Towels
o Replenished to par
o Folded or hung on towel rack
TD2602
Page 174 | 373

Housekeeping - Day Service
Housekeeping service is provided on time

HSK2608 Housekeeping - Day Service Staff Service / Touchpoint Service 16
Criteria Housekeeping service is provided on time
Housekeeping must be provided:
• By 4:00pm if no request is made
Mark No for any of the following:
• Room not cleaned by 4:00pm
HSK2608
MGS Search OPS-HKP-088
Guest’s linen reuse request is honored

CAB5HSK031 Housekeeping - Day Service Staff Service / Touchpoint Service 2
Criteria Guest’s linen reuse request is honored
Mark N/A if guest has not hung up towels for reuse
Housekeeper must minimally:
• Replace towels that are left on the floor

• Not replace towels left hanging on hook or towel rack by guest
Review cleaned room and Mark No if items have not been straightened
CAB5HSK031
Furnishings are straightened

Criteria Furnishings are straightened
Guestroom furnishings must be returned to their original place or position:
• Curtains or shutters open

• TV armoire closed, if applicable
Page 175 | 373

• Phone cords – coiled or hung; not tangled

• Ice bucket – empty, dry and clean
Review cleaned room and Mark No if furnishings have not been straightened
CAB5HSK004
Products in the room are replenished and straightened

Criteria Products in the room are replenished and straightened
Products must be replaced if missing/used:
• Laundry bag
• Laundry order form
• Coffee set up and amenities (e.g., coffee, sweetener) - clean, replenished
• Glassware
• Stationery and envelopes, if applicable
• Notepads/cards and pens
• Collateral and brochures
• Products must be returned to original position
o If guest has obviously arranged items to their liking (e.g., cleared the desk for their
computer, moved the magazine to the bedside table to read) items should be straightened
in the new location
Review cleaned room and Mark No if 2 or more items have not been straightened, replenished or returned
CAB5HSK030
OPS-HKP-088
OPS-HKP-088
Bedding is properly serviced and is clean and in good condition

Criteria Bedding is properly serviced and is clean and in good condition
Evaluate adherence to hotel's linen re-use program
• To check pillows:
o Check outside of all pillow cases
• To check bedding:
o Check both sides of bed scarf or bedspread/comforter/duvet, if applicable
o Check top side of decorative top sheet (US/CAN, CALA, EMEA) (when present) (W, LC)
Page 176 | 373

o Fold down each layer to the bottom quarter of the bed and check each layer
o Stop after you have evaluated the bottom/fitted sheet
Mark No if you find any of the following:
• Linens were replaced outside of hotel's re-use program

• Significant cleanliness issues
• Condition issues
• Excessive wrinkled linens or bedding
CAB5HSK010
Personalized Touch added during Day service

HSK2601 Housekeeping - Day Service Staff Service / Branded Service 4
Criteria Personalized Touch added during Day service
Style talent must add a personalized touch during the day service based on in-room cues (e.g., replace near
empty toothpaste, add glass cleaning cloth next to glasses, provide bookmark)
Mark No if personalized touch is not evident
HSK2601
MGS Search OPS-HKP-088M
Carpet/floor is clean

Criteria Carpet/floor is clean
Check carpet, carpet base, floor and transition strips
Mark No if you find cleanliness issues
CAB5HSK011
Balcony/patio furniture is clean and straightened

Page 177 | 373

Criteria Balcony/patio furniture is clean and straightened
• Guestroom/suite does not have a balcony/patio
Check balcony, ceiling, furniture, lights, patio, railings and walls and Mark No if you find any cleanliness issues
CAB5HSK012
No malodors are present

Criteria No malodors are present
Check to ensure that no malodors are present in room/suite
Mark No if you find any of the following:
• Mildew or musty odor

• Smoke or food odor
• Other odors
HSK2602
W Scent is present

HSK2607 Housekeeping - Day Service Brand Promise / Design Approach & 4
Aesthetic
Criteria W Scent is present
Check to ensure that the room/suite odor is W Scent
HSK2607
Trash cans are emptied

Page 178 | 373

Criteria Trash cans are emptied
All trash cans must be emptied and left with clean liners during housekeeping service
• Plastic bag liners are not acceptable (W)
Check all trash cans and Mark No if you find any of the following:
• Any trash can not emptied

• Liner(s) missing/dirty
• Trash/debris left in room
CAB5HSK006
Bath amenities/terry replaced/straightened

Criteria Bath amenities/terry replaced/straightened
Bath terry and amenity service must minimally include:
• Bud vase flowers maintained, if provided

• Guest amenities:
o Refreshed with new if less than 2/3 depleted
▪ Reveal on side of bottle should be used to determine how full amenities are, if
applicable
o Neatly arranged
o It is acceptable if any used amenities are present in addition to the new, refreshed set
▪ It is acceptable if the new amenities are placed elsewhere in the bathroom (i.e.
counter) rather than in the bath/shower
• Hair dryer cord properly coiled and neatly placed or neatly bundled with appropriate cord tie
• Glasses replenished, spot free and placed on coaster
• Towels replaced to original stock
• Bathroom area rugs fresh and neatly in place
• Robes available for guest
• Bathroom tissue tipped
Review cleaned room and Mark No if items have not been straightened
HSK2606
OPS-HKP-088
Vanity, sink, mirrors, cabinets and drawers are clean

Criteria Vanity, sink, mirrors, cabinets and drawers are clean
Page 179 | 373

Check cabinets, caulking, doors, drawers, hardware, mirrors, shelf, sink, tissue box/cover and vanity
Mark No if you find any cleanliness issues
CAB5HSK007
Toilet, tub/shower and shower curtain are clean

Criteria Toilet, tub/shower and shower curtain are clean
Rub your hand:
• On the bathtub bottom to check for dirt build-up

• On and under the soap dishes to check for soap residue
• On the shower walls/surround to check for soap residue
Rub the inside of the shower curtain and/or liner together to check for buildup
Check both sides of liner and curtain and pay particular attention to the bottom seam
Check bathtub, bidet, caps, caulking, grout, hinges, hooks, lid, liner, seat, shower curtain, shower doors,
shower walls/surround, soap dishes, tank and toilet and Mark No if you find any cleanliness issues
CAB5HSK008
Bathroom floor is clean

Criteria Bathroom floor is clean
Check base, corners, edges, floor, grout, threshold and transition strip and Mark No if you find any cleanliness
issues
CAB5HSK009

CABHSK9901 Housekeeping - Day Service Staff Service / Core Service 16
OPS-FRO-175
Page 180 | 373


CABHSK9904 Housekeeping - Day Service Staff Service / Core Service 4
OPS-FRO-175

HSK2604 Housekeeping - Day Service Brand Promise / Branded Product 2

• Talent not observed
If Talent wardrobe does not match wardrobe guide, ask at announce if Talent is 3rd party
HSK2604

CABHSK9901a Housekeeping - Day Service Staff Service / Core Service 16
OPS-FRO-175

CABHSK9904a Housekeeping - Day Service Staff Service / Core Service 4
Page 181 | 373

OPS-FRO-175
Page 182 | 373

Fitness Center

CABFC9901 Fitness Center Staff Service / Core Service 16
OPS-FRO-175
interaction

OPS-FRO-175

OPS-FRO-175
Brand Pin is Worn

FC2610 Fitness Center Brand Promise / Branded Product 2

• W – silver
Page 183 | 373

FC2610

FC2615 Fitness Center Staff Service / Branded Service 2
unable to answer
FC2615
HR-205
HR-021

FC2603-r Fitness Center Staff Service / Branded Service 4

• Listen actively
Page 184 | 373

resolution
FC2603-r
HR-021


• Hotel does not have a Fitness Center
• Attendant not encountered
make them last.

FC2611
MGS Search HR-205
HR-021
Attendant does not decline a request without offering alternatives

FC2616 Fitness Center Staff Service / Touchpoint Service 2
Criteria Attendant does not decline a request without offering alternatives
Page 185 | 373


• Area not present at hotel
• Attendant meets request
• Attendant not encountered
If a special request is made, attendant must:
FC2616
MGS Search HR-205
HR-021

the guest.
FC2617
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
Page 186 | 373

FC2607
HR-205
HR-021
Attendant provides a professional persona

CAB5FC004 Fitness Center Staff Service / Branded Service 4
Criteria Attendant provides a professional persona
Mark N/A if Attendant not encountered
Attendant must:
Mark No if you encounter or observe any of the criteria not met
CAB5FC004
MGS Search HR-205

OPS-FRO-175

Page 187 | 373



CABFC9905

OPS-FRO-175

OPS-FRO-175


Page 188 | 373


FC2630
MGS Search HR-021
Fitness Equipment Vendor

CABFC002 Fitness Center MI Initiatives / Fulfillment 4
Criteria Fitness Equipment Vendor

• Facility is leased and not operated by hotel
Fitness center cardio and strength equipment must be:
• From the following approved manufacturers:

o Life Fitness
o Matrix Fitness
o Technogym
o Peloton Commercial (Bike only)
• Consistent manufacturer for that type of equipment (e.g., cardio)
o Having Peloton Bikes would not be considered mixing cardio equipment
• For brands requiring specific manufacturers from the above, those manufacturers must only be in
place
• Each equipment manufacturer must have one of the corresponding dumb bell brands, when dumb
bells are present:
o Life Fitness:
▪ Hammer Strength
▪ Cybex
▪ Hampton
▪ Troy
▪ Ivanko
▪ Umax
▪ Xscape
▪ Ziva
o Matrix:
▪ Xult
▪ Hampton
o Technogym:
▪ Technogym
▪ Hampton
• Unapproved manufacturer is present

• Cardio equipment manufacturers are mixed and matched
• Strength equipment manufacturers are mixed and matched
Page 189 | 373

• Brand approved manufacturer(s) are not present
CABFC002
MGS Search OPS-FIT-011B
FIT meets minimum hours of operation

FC2601 Fitness Center Brand Promise / Operational 2
Product
Criteria FIT meets minimum hours of operation

• FIT is operated by a 3rd party
FIT must be open 24 hours a day and 7 days a week
FC2601
MGS Search OPS-FIT-011A
FIT available complimentary for all guests

Product
Criteria FIT available complimentary for all guests

FIT must be available to all guests at no charge
FC2602
FIT music is provided
Page 190 | 373


FC2603 Fitness Center Brand Promise / Design Approach & 2
Aesthetic
Criteria FIT music is provided

FIT must provide background music from the FIT soundtrack
• Music must be audible

• Music must be upbeat (medium to fast tempo)
Mark No if and of the above criteria is not met
FC2603
MGS Search OPS-FIT-011C
FIT Television is Present

Product
Criteria FIT Television is Present

FIT‘s television must minimally be:
• (1) Present
• 42 in (106.6 cm)
• Flat panel (e.g., LCD/LED/Plasma)
• HD capable
FC2605
MGS Search OPS-FIT-011F
FIT Amenities

Product
Page 191 | 373

Criteria FIT Amenities

FIT amenities must minimally include:
• Headphones
• Hand Towels
• Bottled water or water cooler with cup dispenser
• Disinfectant wipes
• Newspaper
• (2) Magazine selections
• Fresh, whole seasonal fruit (e.g., green apples)
FC2604
MGS Search OPS-FIT-011F
FIT Fixed Amenities

Product
Criteria FIT Fixed Amenities

FIT fixed amenities must minimally include:
• Waste basket
• Towel receptacle
• Wall Clock
• (1) Clearly marked emergency telephone or "call box"
• Fitness Center rules must be prominently posted in English (at a minimum)
Mark No if above criteria is not met
FC2612
MGS Search OPS-FIT-011
Cardio and Strength Equipment

Product
Page 192 | 373

Criteria Cardio and Strength Equipment

Cardio equipment must minimally include:
• Boxing bag, stand and gloves

o It is acceptable to have electronic boxing machine, head/torso punching stand or punching
dummy instead of boxing bag
• Speed bag
• Jump rope
If FIT is located near guestrooms, it is acceptable if boxing bag and/or speed bag are not present due to noise
issues
FC2606
Strength and Stretching Equipment

Product
Criteria Strength and Stretching Equipment

Strength and stretching equipment must minimally include:
• Strength
o Medicine ball
• Stretching
o Inflated stability ball
o Yoga mat
Review equipment and Mark No if above criteria is not met
FC2613
BODY/FIT Weekly Programming

Product
Page 193 | 373

Criteria BODY/FIT Weekly Programming

BODY/FIT must minimally include:
• (1) Weekly activation (e.g., running club, instruction in fitness, yoga)

o Hotel must have BODY/FIT programming, even if hotel does not have a FIT present
o It is acceptable if hotel partners with local facility to offer BODY/FIT programming (e.g.,
local gym, running club)
Mark No if a weekly activation is not being offered
FC2608
Fitness Center Cleanliness - Walls/Doors/Windows/Ceiling/Floor

CABFC005 Fitness Center Cleanliness / Low Guest Impact 4
Fitness Center Condition - Walls/Doors/Windows/Ceiling/Floor

CABFC006 Fitness Center Maintenance & Upkeep / Low Guest 4
Impact
Fitness Center Cleanliness - Furniture/Equipment/Décor Items

CABFC007 Fitness Center Cleanliness / Low Guest Impact 4
Fitness Center Condition - Furniture/Equipment/Décor Items

Impact
Fitness Center Condition - Equipment Operation

Impact
Page 194 | 373

Pool

CABPL9901 Pool Staff Service / Core Service 16
OPS-FRO-175
interaction

OPS-FRO-175

OPS-FRO-175
Brand Pin is Worn

PL2610 Pool Brand Promise / Branded Product 2
• Area is under complete renovation and unavailable for guest use

• WET Deck operated by a third party
Page 195 | 373

• W – silver
PL2610
Pool Attendant assists with guest's needs

CAB5PL002 Pool Staff Service / Touchpoint Service 4
Criteria Pool Attendant assists with guest's needs

• Property has no outdoor pool and whirlpool
• Outdoor pool and whirlpool are closed due to seasonality
• Club/Hotel does not have a pool attendant and no other attendant was in the area
• Auditor did not experience or observe attendant interaction
Attendant must minimally:
• Offer or provide:
o Towels to each guest
o It is acceptable if towels and umbrellas/canopies are provided at the facility and not offered
by an associate (JW)
• Clear and straighten vacated chairs
It is acceptable if you are not greeted immediately upon arrival to the pool
Evaluate your service and observe others and Mark No if you find any of the above criteria is not met
CAB5PL002
WET Deck is available and open 24/7

PL2604 Pool Brand Promise / Operational 2
Product
Criteria WET Deck is available and open 24/7
Page 196 | 373


• If WET Deck is only accessible through AWAY Spa and is not open 24/7
WET Deck must be open 24 hours a day and 7 days a week
• WET Deck must be open 24/7 but the pool does not need to be open 24/7 if it requires a lifeguard or
Talent on duty
Review signage and Mark No if any of the above is not met
PL2604
Music is audible

PL2605 Pool Brand Promise / Design Approach & 2
Aesthetic
Criteria Music is audible

Music is audible
Mark NO if music is not audible
PL2605
WET Furniture meets brand standard

Product
Criteria WET Furniture meets brand standard

WET furniture minimally includes:
• Chaise lounge chairs with cushions
Mark NO if any of the above criteria is not met
PL2606
Page 197 | 373

WET Amenities meet brand standard

Product
Criteria WET Amenities meet brand standard
WET complimentary amenities upon request must minimally include:
• Sunglass cleaning services, upon request

• Flotation devices
• Toys (e.g., balls)
• Suntan lotion
PL2607
Pool Attendant must offer timely service

PL2608 Pool Staff Service / Branded Service 4
Criteria Pool Attendant must offer timely service

• Encounter occurred outside of operating hours
Poolside dining ordering must minimally include:
• Ability for guest to place order within 5 minutes
PL2608
Poolside dining delivery must offer timely service
Page 198 | 373


Criteria Poolside dining delivery must offer timely service

Poolside dining service must minimally include:
• Drinks delivered within 15 minutes of order

• Food delivered within 30 minutes of order
• Check presented or credit established at delivery
Mark No if any of the above criteria not being followed
PL2602
Poolside Dining is Available

Criteria Poolside Dining is Available

• Property does not have a pool
Poolside side dining must minimally be:
• Available 11am - 5pm

• Seasonal menu available
• It is acceptable for pool to be separate menu or in-room/private dining
• Menus in brand identity (e.g., look and feel of W brand identity)
o It is acceptable if QR menus are posted, but printed menu must be available upon request
o If third party operator, menu does not need to be in W brand identity
• Hours of operation listed on menu or separate signage
PL2601
Poolside dining uses non-breakable service/table ware
Page 199 | 373


Product
Criteria Poolside dining uses non-breakable service/table ware

• Property does not have a pool
Poolside dining service must minimally use:
• High quality acrylic ware or other non-breakable product
PL2603


• Listen actively
resolution
PL2611
HR-021
Attendant does not decline a request without offering alternatives
Page 200 | 373


PL2616 Pool Staff Service / Touchpoint Service 4
Criteria Attendant does not decline a request without offering alternatives

• Attendant meets request
If guest makes a special request Attendant must:
PL2616
MGS Search HR-205


• Attendant interaction was not experienced or observed
make them last.

PL2609
MGS Search HR-205
HR-021
Page 201 | 373


unable to answer
PL2618
HR-205
HR-021

the guest.
PL2625
MGS Search HR-205
HR-021

Page 202 | 373

• Thoughtful
• Intuitive
PL2615
HR-205
HR-021

CAB5PL7040 Pool Staff Service / Branded Service 4

Attendant must:
CAB5PL7040
MGS Search HR-205
Page 203 | 373

OPS-FRO-175


CABPL9905

OPS-FRO-175

OPS-FRO-175

Page 204 | 373


PL2630
Pool Cleanliness - Walls/Fencing/Doors/Ceiling/Windows

CAB5PL014 Pool Cleanliness / Low Guest Impact 4
Pool Condition - Walls/Fencing/Doors/Ceiling/Windows

CAB5PL015 Pool Maintenance & Upkeep / Low Guest 4
Impact
Pool Cleanliness - Floor/Deck/Interior Surface

Criteria Pool Area Cleanliness - Floor/Deck

• Property has no pool and whirlpool
Select (1) pool and (1) whirlpool to evaluate if multiple pools or whirlpools present
Check all that apply to the hotel's pool/whirlpool area, select (1) of each:
• Pool
• Restroom/locker rooms
• Sauna or steam room
Check area rugs, carpet, coping, deck, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition
strips and vinyl
Mark No if any cleanliness issues are noted
Page 205 | 373

CAB5PL012
Pool Condition - Floor/Deck/Interior Surface

Impact
Pool Cleanliness - Furniture/Equipment/Décor Items

Pool Condition - Furniture/Equipment/Décor Items

Impact
Page 206 | 373

Beach

CABBCH9901 Beach Staff Service / Core Service 16
OPS-FRO-175
interaction

OPS-FRO-175

OPS-FRO-175
Brand Pin is Worn

BCH2610 Beach Brand Promise / Operational 2
Product
• Hotel does not have a beach
• Beach is operated by a third party
Page 207 | 373

• W – silver
BCH2610
Beach Attendant assists with guest's needs

CAB5BCH002 Beach Staff Service / Touchpoint Service 4
Criteria Beach Attendant assists with guest's needs
• Property does not have a beach
Attendant must minimally:
• Offer or provide:
o Towels to each guest
o Umbrella or canopy (SR)
▪ It is acceptable if attendant directs you to shaded seating
▪ If seated in shaded area, observe other guests' experience
o Clear and straighten vacated chairs
Facility must offer:
• A way to indicate that a guest needs service (e.g., flag on chair)

• Beach wheelchair to guests that need assistance with access to the beach
Evaluate your service and observe others and Mark No if any of the above criteria is not met
CAB5BCH002
Beach Amenities

Product
Criteria Beach Amenities
Page 208 | 373

Beach complimentary amenities, upon request, must minimally include:
• Sunglass cleaning service

• Suntan lotion
Ask for items or observe presence to confirm availability
BCH2602
Beach Attendant must offer timely service

CAB5BCH003 Beach Staff Service / Touchpoint Service 4
Criteria Beach Attendant must offer timely service
Guest must be able to place an order with a server without waiting more than 5 minutes
Evaluate your service and observe others and Mark No if any of the above is not met
CAB5BCH003
Beach Dining

BCH2603 Beach Staff Service / Branded Service 4
Criteria Beach Dining
Beach side dining must minimally be:
• Available
Page 209 | 373

• Seasonal menu offered

• It is acceptable for beach side to be separate menu or in-room dining
• Menus in brand identity look and feel
o It is acceptable if electronic menus are utilized, but printed menu must be available upon
request
• Hours of operation listed on menu or separate signage
BCH2603
Beachside dining delivery must offer timely service

Criteria Beachside dining delivery must offer timely service
Beachside dining service must minimally include:
• Drinks delivered within 15 minutes of order

• Food delivered within 30 minutes of order
• Check presented or credit established at delivery
BCH2605
Beachside dining uses non-breakable service/table-ware

Product
Criteria Beachside dining uses non-breakable service/table-ware
Beachside dining service must minimally use:
• High-quality acrylic ware or other non-breakable product
Page 210 | 373

BCH2604


• Listen actively
resolution
BCH2606
HR-021
Beach Attendant does not decline a request without offering alternatives

BCH2607 Beach Staff Service / Touchpoint Service 2
Criteria Beach Attendant does not decline a request without offering alternatives

• Beach Attendant meets request
If a special request is made, beach attendant must:
BCH2607
Page 211 | 373

MGS Search HR-205
HR-021


• Attendant interaction was not experienced or observed
make them last.

BCH2601
MGS Search HR-205
HR-021

unable to answer
Page 212 | 373

BCH2629
HR-205
HR-021

the guest.
BCH2625
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
Page 213 | 373

BCH2640
HR-205
HR-021

CAB5BCH7040 Beach Staff Service / Branded Service 4
Attendant must:
CAB5BCH7040

OPS-FRO-175

Page 214 | 373


CABBCH9905

OPS-FRO-175

OPS-FRO-175

Page 215 | 373


BCH2630
Beach Cleanliness - Vacant seats are cleared

CABBCH001 Beach Cleanliness / High Guest Impact 4
Beach Cleanliness - Furniture, Equipment, Décor Items

CABBCH002 Beach Cleanliness / High Guest Impact 4
Beach Condition - Furniture, Equipment, Décor Items

CABBCH003 Beach Maintenance & Upkeep / High Guest 4
Impact
Page 216 | 373

Laundry

CABBPS9911 Laundry Staff Service / Touchpoint Service 4

CABBPS9912 Laundry Staff Service / Core Service 4
OPS-FRO-175

OPS-FRO-175


CABBPS9905

Page 217 | 373


OPS-FRO-175
Laundry service is available five days a week

LV2602 Laundry Staff Service / Touchpoint Service 4
Criteria Laundry service is available five days a week
Same day laundry and dry cleaning is minimally available:
• 5 days a week
• Clothing must be delivered by 6:00pm if picked up before 9:00am
Pressing service must be available:
• 1 hour - hotel
• 2 hour - resort
It is acceptable if laundry hours are listed in Guest Service Directory or on laundry ticket
Check Guest Service Directory and laundry ticket and Mark No if any required standard not met
LV2602
Attendant follows the correct procedures for picking up laundry

Criteria Attendant follows the correct procedures for picking up laundry

• Not present during laundry pick-up
Attendant must:
• Provide a proper greeting and/or salutation

• Take correct laundry items
Laundry must be picked-up within 10 minutes of call or advised of delay
Answer door and either hand Attendant item or indicate location
Page 218 | 373

Interact with Attendant and Mark No if Attendant does not follow the pick-up procedures
LV2603
MGS Search OPS-HKP-091B
Pickup/Delivery - Announcement

CABLV9910 Laundry Staff Service / Touchpoint Service 4
OPS-HKP-091
Pickup/Delivery - Warm welcome/greeting provided

OPS-FRO-175
Pickup/Delivery - Good posture, smile, eye contact, and attentive listening maintained

OPS-FRO-175
Pickup/Delivery - Well-groomed and professional, wearing a uniform

OPS-FRO-175
Attendant follows correct procedures for dropping off laundry

Page 219 | 373


Criteria Attendant follows correct procedures for dropping off laundry

• Not present during laundry drop-off
If present for delivery, Attendant must:
• Request permission to enter the room
Attendant must:
• Hang items automatically in closet unless otherwise specified

• Note any damage to the clothing
Mark No if Attendant does not follow drop-off procedures
LV2604
Laundry is presented professionally

Criteria Laundry is presented professionally
Laundry returned to Guestroom must have/be:
• Suits or jackets placed on hangers

• Folded items must be presented professionally (e.g., in box, basket, tissue wrapped)
• Personal items returned, if applicable
Review returned items and Mark No if any of the above standards are not met
LV2601
Pickup/Delivery - Guest name used during the experience

CABBPS9902-a Laundry Staff Service / Core Service 4
OPS-FRO-175
Pickup/Delivery - Proactive additional assistance offered to the guest

Page 220 | 373


Criteria Pickup/Delivery - Proactive additional assistance offered to the guest

CABBPS9905-a
Pickup/Delivery - Warm and sincere closing offered, and appreciation demonstrated

OPS-FRO-175

OPS-FRO-175

LV2605 Laundry Staff Service / Branded Service 4

• No problem or concern was encountered
• Listen actively
Page 221 | 373


resolution
LV2605
HR-021

LV2630 Laundry Staff Service / Branded Service 4

• Area is fully booked and does not have availability for any treatments or services

LV2630
Page 222 | 373

Wake-Up Call

CABWAKE9911 Wake-Up Call Staff Service / Touchpoint Service 4

CABWAKE9912 Wake-Up Call Staff Service / Core Service 2
Whatever/Whenever receives wake-up call requests

WC2601 Wake-Up Call Staff Service / Branded Service 4
Criteria Whatever/Whenever receives wake-up call requests
Whatever/Whenever must take all wake-up call requests
Mark No if Whatever/Whenever did not take the call or transfers the call
WC2601
OPS-FRO-297L
Whatever/Whenever Talent Confirms all Information

CAB5WC003 Wake-Up Call Staff Service / Touchpoint Service 4
Criteria Whatever/Whenever Talent Confirms all Information
Operator must:
• Confirm request and include last name, wake-up time, and room number
Page 223 | 373

• Be courteous, helpful and articulate
CAB5WC003
MGS Search OPS-FRO-297L



CABWAKE9905

detractors

Page 224 | 373

Whatever/Whenever Talent delivers wake-up call

WC2602 Wake-Up Call Staff Service / Touchpoint Service 16
Criteria Whatever/Whenever Talent delivers wake-up call
• Area/Service not selected for evaluation
Call and follow-up call must be within 5 minutes of requested time
Operator must minimally:
• Provide a warm greeting with a smile in their voice

• Address guest by name
• Provide current time
WC2602
Wake-Up call provides on-brand messaging

Criteria Wake-Up call provides on-brand messaging
• Area/Service not selected for evaluation
Operator must provide on-brand messaging (appropriate weather-related item, quote or information about
Happenings/programming)
• Examples include: "Birds are chirping today, remember your headphones", "Don't miss out on XYZ
Happenings in the Living Room", "Sun is shining don't forget your shades"
WC2603

Page 225 | 373



WC2604
MGS Search HR-021
Page 226 | 373

Spa – Reservation

CABSR9911 Spa – Reservation Staff Service / Touchpoint Service 4

CABSR9912 Spa – Reservation Staff Service / Core Service 4
OPS-FRO-175
Telephone - Reservation Agent follows luxury phone etiquette

CAB5SR002 Spa – Reservation Staff Service / Touchpoint Service 2
Criteria Telephone - Reservation Agent follows luxury phone etiquette

• Not place the guest on hold longer than 2 minutes

o If hold is longer than 30 seconds, Agent must offer to call back
• Avoid dead space (i.e., a long pause in speaking) and have an enthusiastic tone of voice
CAB5SR002
MGS Search OPS-SPA-010H
Reservation Agent questions effectively to book reservation

Page 227 | 373

Criteria Reservation Agent questions effectively to book reservation

Agent must ask for guest preferences (e.g., types of services or preferences)
Agent must reconfirm reservation:
• Guest name
• Date and time of treatment
• Services booked and preferences
Interact with Agent and Mark No if you encounter or observe any of the following:
• Agent does not ask for preferences

• Agent does not reconfirm information
CAB5SR004
Reservation Agent is knowledgeable about the services and offered to book reservation

CAB5SR003-k Spa – Reservation Staff Service / Touchpoint Service 4
Criteria Reservation Agent is knowledgeable about the services offered to book reservation

• Exhibit knowledge of services available

• Describe/explain key features, such as:
o Any packages available (if applicable)
o Services/treatments available
o Spa facilities (e.g., sauna, pool)
• Offer to make reservations
• Educate guest on Spa service booked
• Invite guest to arrive early to use the other facilities
State that you are interested in Spa services and facilities
Book a Spa treatment that is 60 minutes or less (e.g., massage, facial)
• You must reserve a single service treatment (e.g., facial not a facial/massage combination)
Interact with Agent and Mark No if the agent did not attempt to book reservation and meet minimum standards
CAB5SR003-k
Page 228 | 373

Reservation Agent explains cancellation policy

Criteria Reservation Agent explains cancellation policy

Agent explains Spa's cancellation policy
Interact with Agent and Mark No if the Agent did not explain cancellation policy
CAB5SR005
Confirmation sent to guest

SR2601 Spa – Reservation Staff Service / Touchpoint Service 2
Criteria Confirmation sent to guest

Written confirmation is given to the guest prior to the service in one of the following manners:
• E-mail
• Hard copy delivered to Guestroom
• Hard copy given to guest prior to leaving Spa, when booking in person
• Text
Confirmation must be professionally presented:
• Printed and not hand-written

o It is acceptable for confirmation to be handwritten when using Away Spa branded template
• Appropriate verbiage and titles are used in e-mails and texts
Interact with the Agent and Mark No if you find the following:
• Confirmation not provided

• Confirmation hand-written
• Appropriate verbiage/titles not used
Page 229 | 373

SR2601

SR2603 Spa – Reservation Staff Service / Branded Service 4
make them last.

SR2603
MGS Search HR-205
HR-021

unable to answer
SR2604
Page 230 | 373

HR-205
HR-021


OPS-FRO-175



SR2630
Page 231 | 373

detractors

OPS-FRO-175


CABSR9905
Page 232 | 373

Spa – Arrival
AWAY Spa Signage

SPAF2602 Spa – Arrival Brand Promise / Branded Product 2
Criteria AWAY Spa Signage
• Property does not have a spa facility on premises

• AWAY Spa is not present
AWAY Spa signage must:
• Meet brand identity guidelines

o Either most previous or updated (e.g., AWAY or AWAY 2.0)
Mark No if AWAY Spa signage is not present
SPAF2602
MGS Search OPS-SPA-010J
Spa Front Desk Agent: If standing in a queue, an attempt to acknowledge the guest was
made in a timely manner

CABSPAZ9908 Spa – Arrival Staff Service / Touchpoint Service 2
OPS-FRO-175
Spa Front Desk Agent - Warm welcome/greeting provided

CABSPAZ9901 Spa – Arrival Staff Service / Core Service 16
OPS-FRO-175
Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained
Page 233 | 373


OPS-FRO-175
Spa Front Desk Agent - Well-groomed and professional, wearing a uniform

OPS-FRO-175
W pin is Worn

SPA2610 Spa – Arrival Brand Promise / Branded Product 2
Criteria W pin is Worn
• Spa is a licensed concept

• Spa is operated by a third party
• W – silver
Observe Talent and Mark No if any of the above is not met
SPA2610
Spa Front Desk Agent - Provides check-in experience

CAB5SPA002 Spa – Arrival Staff Service / Touchpoint Service 4
Page 234 | 373

Criteria Spa Front Desk Agent - Provides check-in experience

• Confirm service(s) booked

• Briefly describe amenities and/or treatment flow(e.g., complimentary beverages, use of relaxation
lounge while waiting for treatment)
• Escort you to locker room
o Escort is required, but it is acceptable to be conducted by any agent
o In 2 level Spas, it is acceptable for the agent to escort you to within sight of the locker room
Evaluate your service and observe others being checked-in and Mark No if you find any of the following:
• Agent did not confirm service(s) booked

• Escort to locker room not provided
• Amenities not described
CAB5SPA002
MGS Search OPS-SPA-010G
Spa reservation is correct

Criteria Spa reservation is correct

• Reservation not made prior to check-in
• Ask if you have an appointment/treatment already booked

• Retrieve reservation immediately
All details of the reservation were booked correctly:
• Date
• Time
• Type of service
Evaluate your service and observe others being checked-in and Mark No if any of the above criteria are not
met
CAB5SPA020
MGS Search OPS-SPA-010
Page 235 | 373

Check-in is timely

Criteria Check-in is timely

Check in must take 5 minutes or less
Mark No check in takes more than 5 minutes
CAB5SPA021
Spa Front Desk Agent/Attendant - Escort to Locker Area

Criteria Spa Front Desk Agent/Attendant - Escort to Locker Area

For RC Fitness & Massage Center and RCC, it is acceptable if another provides these services if no dedicated
Spa Valet available
Spa Attendant must minimally:
• Provide key to locker or explain locking device

• Offer tour of facility
o If accepted, tour is helpful and unrushed
• Offer escort to locker
Interact with Spa Attendant and Mark No if you find any of the following:
• Spa Attendant does not meet any of the above standards

• Spa Attendant not present at full Spa (RC, RCC)
CAB5SPA023
Spa Front Desk Agent - Must “Own It” – take responsibility and make it happen
Page 236 | 373


SPAA2604 Spa – Arrival Staff Service / Branded Service 4
Criteria Spa Front Desk Agent - Must “Own It” – take responsibility and make it happen

• Listen actively
resolution
SPAA2604
HR-021
Spa Front Desk Agent does not decline a request without offering alternatives

SPA2617 Spa – Arrival Staff Service / Touchpoint Service 2
Criteria Spa Front Desk Agent does not decline a request without offering alternatives

• Spa Front Desk Agent meets request
If a special request is made, spa front desk agent must:
SPA2617
MGS Search HR-205
HR-021
Spa Front Desk Agent - Must “Keep It Real” and bring their personality to work
Page 237 | 373


SPAA2601 Spa – Arrival Staff Service / Branded Service 4
Criteria Spa Front Desk Agent - Must “Keep It Real” and bring their personality to work
make them last.

SPAA2601
MGS Search HR-205
HR-021
Spa Front Desk Agent - is knowledgeable and confident

SPAV2601 Spa – Arrival Staff Service / Branded Service 2
Criteria Spa Front Desk Agent - is knowledgeable and confident
unable to answer
SPAV2601
HR-205
HR-021
Spa Front Desk Agent - Must Remix Luxury
Page 238 | 373

Criteria Spa Front Desk Agent - Must Remix Luxury
the guest.
SPAV2602
MGS Search HR-205
HR-021
Spa Front Desk Agent/Attendant - Provides spa attire

Criteria Spa Front Desk Agent/Attendant - Provides spa attire

Spa Attendant must minimally supply spa attire:
• Appropriately sized robe

• Appropriately sized slippers
o It is acceptable to have slippers or sandals (W)
o Spa Attendant must ask shoe size of guest to provide slippers
▪ If slippers are handed out at desk, provide the correct size
▪ If slippers are pre-set in lockers, provide a locker with the correct slipper size
Interact with Attendant and Mark No if you find any of the following:
• Spa Attendant does meet any of the above standards
CAB5SPA011
Spa Front Desk Agent – Exemplified – “Ace the Basics” and put the guest at the center of
everything they did

SPA2622 Spa – Arrival Staff Service / Branded Service 4
Page 239 | 373

Criteria Spa Front Desk Agent - Exemplified - "Ace the Basics" and put the guest at the center of everything
they did
• Thoughtful
• Intuitive
SPA2622
HR-205
HR-021
Spa Front Desk Agent - Professional persona provided

CAB5SPA7040 Spa – Arrival Staff Service / Branded Service 4
Criteria Spa Front Desk Agent - Professional persona provided

• Agent not present
Agent must:
• Escort not offered

• Non-work related matters discussed in your presence
• Earpiece not used
CAB5SPA7040
MGS Search HR-205
Page 240 | 373

Spa Front Desk Agent - Guest name used during the experience, when known

OPS-FRO-175
Spa Front Desk Agent - Proactive additional assistance offered to the guest

Criteria Spa Front Desk Agent - Proactive additional assistance offered to the guest

CABSPAZ9905
Spa Front Desk Agent - Warm and sincere closing offered and appreciation demonstrated

Spa Front Desk Agent - The overall experience met guest expectations and was free of
negative detractors

OPS-FRO-175
Spa Attendant - Warm welcome/greeting provided
Page 241 | 373

CABSPAV9901 Spa – Arrival Staff Service / Core Service 16
OPS-FRO-175
Spa Attendant - Good posture, smile, eye contact, and attentive listening maintained

OPS-FRO-175
Spa Attendant - Well-groomed and professional, wearing a uniform

W pin is Worn

SPAV2610 Spa – Arrival Brand Promise / Branded Product 2
Criteria W pin is Worn
• Spa is a licensed concept

• W – silver
SPAV2610
Page 242 | 373

OPS-FRO-283
Spa Attendant - Must “Own It” – take responsibility and make it happen

SPAA2604-r Spa – Arrival Staff Service / Branded Service 4
Criteria Spa Attendant - Must “Own It” – take responsibility and make it happen

• Listen actively
resolution
SPAA2604-r
HR-021
Spa Attendant - Does not decline a request without offering alternatives

SPA2626 Spa – Arrival Staff Service / Touchpoint Service 2
Criteria Spa Attendant - Does not decline a request without offering alternatives

• Spa Attendant meets request
If a special request is made, spa attendant must:
SPA2626
Page 243 | 373

MGS Search HR-205
HR-021
Spa Attendant - Must “Keep It Real” and bring their personality to work

Criteria Spa Attendant - Must “Keep It Real” and bring their personality to work
make them last.

SPA2603
MGS Search HR-205
HR-021
Spa Attendant - Is knowledgeable and confident

Criteria Spa Attendant - Is knowledgeable and confident
unable to answer
SPA2620
Page 244 | 373

HR-205
HR-021
Spa Attendant - Must Remix Luxury

Criteria Spa Attendant - Must Remix Luxury
the guest.
SPA2621
MGS Search HR-205
HR-021
Spa Attendant – Exemplified – “Ace the Basics” and put the guest at the center of
everything they did

Criteria Spa Attendant – Exemplified –"Ace the Basics" and put the guest at the center of everything they did
• Thoughtful
• Intuitive
SPAV2603
Page 245 | 373

HR-205
HR-021
Spa Attendant - Professional persona provided

CAB5SPAV704 Spa – Arrival Staff Service / Branded Service 4
0
Criteria Spa Attendant - Professional persona provided
Spa Attendant must:

CAB5SPAV7040
MGS Search HR-205
Spa Attendant - Guest name used during the experience, when known

OPS-FRO-175
Spa Attendant - Proactive additional assistance offered to the guest

Criteria Spa Attendant - Proactive additional assistance offered to the guest

Page 246 | 373

CABSPAV9905
Spa Attendant - Warm and sincere closing offered and appreciation demonstrated

Spa Attendant - The overall experience met guest expectations and was free of negative
detractors

OPS-FRO-175


CK2630
Page 247 | 373

MGS Search HR-021
Page 248 | 373

Spa – Treatment
Enter type of Treatment (e.g., Swedish massage, signature facial)

CAB5SPAT002 Spa – Treatment Staff Service / Touchpoint Service
Criteria Enter type of Treatment (e.g., Swedish massage, signature facial)
CAB5SPAT002

CABSPAT9901 Spa – Treatment Staff Service / Core Service 16
OPS-FRO-175
interaction

OPS-FRO-175

OPS-FRO-175
W Pin is Worn

SPAT2610 Spa – Treatment Brand Promise / Branded Product 2
Page 249 | 373

Criteria W Pin is Worn
• Therapist not present

• Licensed concept outlet
• W – silver
SPAT2610
Therapist begins treatment to standard

SPA2619 Spa – Treatment Staff Service / Touchpoint Service 4
Criteria Therapist begins treatment to standard

Therapist must minimally:
• Escort guest to treatment area

• Ask guest to remove all jewelry, as applicable to treatment type
• Explain treatment you are receiving
o Offer guest to smell treatment products being used
• Explain disrobing and draping process, if required by treatment
• Advise guest of proper body positioning (e.g., face down) to begin treatment
Mark No if any of the above standards are not met
SPA2619
Therapist provides you with privacy during the disrobing process

CAB5SPAT005 Spa – Treatment Staff Service / Touchpoint Service 4
Criteria Therapist provides you with privacy during the disrobing process
Page 250 | 373


• Treatment does not require disrobing
Therapist must leave the room to provide privacy during disrobing and knock before coming back into the
room
Mark NO if therapist does not leave room and privacy was not provided
CAB5SPAT005
Therapist asks questions to ensure comfort of the guest

SPAT2617 Spa – Treatment Staff Service / Touchpoint Service 4
Criteria Therapist asks questions to ensure comfort of the guest

Therapist must minimally:
• At beginning of treatment ask a minimum of one question about comfort, for example:
o Degree of pressure (e.g., hard, soft) (treatment specific)
o Type and volume of music (private room)
o Room lighting level (private room)
o Temperature (private room)
Mark No if any of the above standards are not met
SPAT2617
Treatment

Criteria Treatment

Page 251 | 373

Treatment/Therapist must minimally:
• Honor requests/concerns (pressure, focus areas)

• Verify your comfort a minimum of 1 time during treatment
• Keep additional conversation to a minimum, speaking only when prompted
• Answer any questions that the guest asks accurately without offering medical advice
• Perform treatment as described
• Ensure that areas that are not being worked on are appropriately covered with towels/sheets, if
applicable
Interact with Therapist and Mark No if you encounter or observe any of the following:
• Area not being worked on uncovered during treatment

• Comfort not verified
• Conversation occurred not prompted by guest, other than comfort verification
• Questions not answered or given medical advice
• Requests/concerns not honored
• Treatment not performed as described
CAB5SPAT006
Therapist concludes treatment to standard

Criteria Therapist concludes treatment to standard

After concluding the treatment, therapist must minimally:
• Offer beverage to the guest

• Provide beverage if accepted
• Offer to escort the guest to the relaxation room
• Provide escort, if accepted
Interact with Therapist and Mark No if any of the above criteria are not met
CAB5SPAT016
Treatment begins and ends on time

CAB5SPAT007- Spa – Treatment Staff Service / Touchpoint Service 4
t
Criteria Treatment begins and ends on time
Page 252 | 373


Treatment/Therapist must minimally:
• Begin and end within 5 minutes of the scheduled start and end time
o Treatment time begins when picked up in relaxation lounge/locker room
o Treatment time ends when therapist leaves the treatment room
o It is acceptable if treatment ends marginally after scheduled time
Interact with Therapist and Mark No if you encounter or observe any of the following:
• Treatment begins late or ends early or late
CAB5SPAT007-t

SPAT2616 Spa – Treatment Staff Service / Touchpoint Service 2

• Spa Attendant meets request
• Spa Attendant not encountered
SPAT2616
MGS Search HR-205
HR-021

SPAT2602 Spa – Treatment Staff Service / Branded Service 4
Page 253 | 373

make them last.

SPAT2602
MGS Search HR-205
HR-021

unable to answer
SPAT2601
HR-205
HR-021

Page 254 | 373

the guest.
SPAT2652

• Thoughtful
• Intuitive
SPAT2603
HR-205
HR-021

CAB5SPAT7040 Spa – Treatment Staff Service / Branded Service 4
Therapist must:
Page 255 | 373


CAB5SPAT7040
MGS Search HR-205

OPS-FRO-175


CABSPAT9905


Page 256 | 373

OPS-FRO-175


CK2630
MGS Search HR-021
Page 257 | 373

Spa – Departure
Spa Attendant - Warm welcome/greeting provided

CABSPAVD990 Spa – Departure Staff Service / Core Service 16
1
OPS-FRO-175
Spa Attendant - Good posture, smile, eye contact, and attentive listening maintained

3
OPS-FRO-175
Spa Attendant - Well-groomed and professional, wearing a uniform

4
W Pin is Worn

SPAVD2610 Spa – Departure Brand Promise / Branded Product 2
• Spa Valet not present

• W – silver
Page 258 | 373


SPAVD2610
Spa Attendant - Must “Own It” – take responsibility and make it happen

SPAD2604-r Spa – Departure Staff Service / Branded Service 4
Criteria Spa Attendant - Must “Own It” – take responsibility and make it happen

• Listen actively
resolution
SPAD2604-r
HR-021

SPAD2616 Spa – Departure Staff Service / Touchpoint Service 2

• Talent meets request
Page 259 | 373

SPAD2616
MGS Search HR-205
HR-021
Spa Attendant - Must “Keep It Real” and bring their personality to work

SPAD2601 Spa – Departure Staff Service / Branded Service 4
Criteria Spa Attendant - Must “Keep It Real” and bring their personality to work
Mark N/A if additional experience did not occur
make them last.

SPAD2601
MGS Search HR-205
HR-021
Spa Attendant - Is knowledgeable and confident

Criteria Spa Attendant - Is knowledgeable and confident
Page 260 | 373

unable to answer
SPAD2661
Spa Attendant - Must Remix Luxury

Criteria Spa Attendant - Must Remix Luxury
the guest.
SPAD2662
MGS Search HR-205
HR-021
Spa Attendant – Exemplified – “Ace the Basics” and put the guest at the center of
everything they did

Criteria Spa Attendant – Exemplified – "Ace the Basics" and put the guest at the center of everything they did
• Thoughtful
• Intuitive
SPAD2654
Page 261 | 373

HR-205
HR-021
Spa Attendant - Provides a professional persona

CAB5SPADF70 Spa – Departure Staff Service / Touchpoint Service 4
40
Criteria Spa Attendant - Provides a professional persona

Attendant must:

CAB5SPAD7040
MGS Search HR-205
Spa Attendant - Guest name used during the experience, when known

2
OPS-FRO-175
Spa Attendant - Proactive additional assistance offered to the guest

5
Page 262 | 373

Criteria Spa Attendant - Proactive additional assistance offered to the guest

CABSPAVD9905
Spa Attendant - Warm and sincere closing offered and appreciation demonstrated

6
Spa Attendant - The overall experience met guest expectations and was free of negative
detractors

7
OPS-FRO-175
Spa Front Desk Agent - Warm welcome/greeting provided

CABSPAD9901 Spa – Departure Staff Service / Core Service 16
OPS-FRO-175
Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained

Page 263 | 373

OPS-FRO-175
Spa Front Desk Agent - Well-groomed and professional, wearing a uniform

OPS-FRO-175
W Pin is Worn

SPAD2610 Spa – Departure Brand Promise / Branded Product 2
• Spa Front Desk Agent not present

• W – silver
SPAD2610
Spa Front Desk Agent - Determines satisfaction with treatment

CAB5SPAD007 Spa – Departure Staff Service / Touchpoint Service 2
Criteria Spa Front Desk Agent - Determines satisfaction with treatment

Page 264 | 373

• Spa is a licensed concept (JW)
For Fitness & Massage Center and RCC, it is acceptable if another Agent provides these services
Agent must ask how the treatment was
Evaluate your service and observe others being checked-in and Mark No if Agent does not verify satisfaction
CAB5SPAD007
Spa Front Desk Agent - Informs guest of gratuity

CAB5SPAD030 Spa – Departure Staff Service / Touchpoint Service 4
Criteria Spa Front Desk Agent - Informs guest of gratuity

Agent must minimally inform you of the Spa service charge (gratuity)
• If hotel does not charge service charge or gratuity automatically, guest should be informed that no
gratuity has been charged
• Aggressive gratuity solicitation is not acceptable
Evaluate your service and observe others being checked-in and Mark No if any of the above criteria are not
met
CAB5SPAD030
Spa Front Desk Agent provides accurate bill

Criteria Spa Front Desk Agent provides accurate bill

Agent must minimally provide a copy of bill:
• Neat and legible

• Accurate
Mark No if you find any of the above criteria are not met
Page 265 | 373

SPAD2603
HR-205
HR-021
OPS-SPA-010
Spa check-out is handled in a timely manner

CAB5SPAD008- Spa – Departure Staff Service / Touchpoint Service 4
t
Criteria Spa check-out is handled in a timely manner

Agent must conduct entire transaction in less than 5 minutes
• Excluding time waiting in line
Evaluate your service and Mark No if your check out took more than 5 minutes
CAB5SPAD008-t
Spa Front Desk Agent - Must “Own It” – take responsibility and make it happen

Criteria Spa Front Desk Agent - Must “Own It” – take responsibility and make it happen

• Listen actively
Page 266 | 373


resolution
SPAD2604
HR-021
Spa Front Desk Agent - Does not decline a request without offering alternatives

Criteria Spa Front Desk Agent - Does not decline a request without offering alternatives

If a special request is made, spa front desk agent must:
SPAD2626
MGS Search HR-205
HR-021
Spa Front Desk Agent - Must “Keep It Real” and bring their personality to work

Criteria Spa Front Desk Agent - Must “Keep It Real” and bring their personality to work

make them last.
Page 267 | 373


SPAD2602
MGS Search HR-205
HR-021
Spa Front Desk Agent - Is knowledgeable and confident

Criteria Spa Front Desk Agent - Is knowledgeable and confident
unable to answer
SPAD2651
Spa Front Desk Agent - Must Remix Luxury

Criteria Spa Front Desk Agent - Must Remix Luxury
the guest.
SPAD2652
MGS Search HR-205
Page 268 | 373

HR-021
Spa Front Desk Agent – Exemplified – “Ace the Basics” and put the guest at the center of
everything they did

Criteria Spa Front Desk Agent – Exemplified – “Ace the Basics” and put the guest at the center of everything
they did
• Thoughtful
• Intuitive
HR-205
HR-021
Spa Front Desk Agent - Provides a professional persona

CAB5SPAD704 Spa – Departure Staff Service / Branded Service 4
0
Criteria Spa Front Desk Agent - Provides a professional persona

Attendant must:
Page 269 | 373


CAB5SPAD7040
MGS Search HR-205
Spa Front Desk Agent - Guest name used during the experience, when known

OPS-FRO-175
Spa Front Desk Agent - Proactive additional assistance offered to the guest

Criteria Spa Front Desk Agent - Proactive additional assistance offered to the guest

CABSPAD9905
Spa Front Desk Agent - Warm and sincere closing offered and appreciation demonstrated

Spa Front Desk Agent - The overall experience met guest expectations and was free of
negative detractors

Page 270 | 373

OPS-FRO-175


CK2630
MGS Search HR-021
Page 271 | 373

Spa – Facility
AWAY Spa Collateral

CAB5SPAF2603 Spa – Facility Brand Promise / Branded Product 2
Criteria AWAY Spa Collateral

AWAY Spa collateral must:
• Meet brand identity guidelines

o Either most previous or updated (e.g., AWAY or AWAY 2.0)
CAB5SPAF2603
Relaxation Lounge Amenities

CAB5SPAF2607 Spa – Facility Brand Promise / Operational 4
Product
Criteria Relaxation Lounge Amenities

Relaxation lounge amenities must minimally include:
• Hospitality set-up as follows:

o Beverage:
▪ Water
o Food item (e.g., dry snacks, fresh fruit)
• Reading materials - current (e.g., newspaper, magazines, PressReader)
It is acceptable if the provision of items is prohibited by local code
Check amenities and Mark No if any of the following:
• Hospitality station not available

• Hospitality items missing
CAB5SPAF2607
Page 272 | 373

OPS-SPA-010J
Spa Locker and Locker Room Set-up

Product
Criteria Spa Locker and Locker Room Set-up

Guest locker areas must minimally include:
• Music playing
• Bath towels
• Spa robe
o Must be branded (hotel or spa)
• Spa slippers with non-slip soles
o It is acceptable if slippers are not placed in locker and are provided by attendant
o It is acceptable to have slippers or sandals
Check the guest locker and locker areas and Mark No if any item missing
CAB5SPAF2608
OPS-SPA-030E
OPS-SPA-030F
OPS-SPA-010J
Spa Locker Room Personal Grooming Items

Product
Criteria Spa locker room provides personal grooming items

Page 273 | 373

Locker room area must minimally include:
• Deodorant
• Hair dryers
• Hair products
• Moisturizer
• Towel hamper
• Trash container
The following must either be on display or be available upon request:
• Shaving kit
• Ladies hygiene products (available in female locker room only)
It is acceptable if the provision of items is prohibited by local code (documentation required)
Randomy select 5 items to verify
Check the guest locker and locker areas and Mark No if any item missing
CAB5SPAF2609
MGS Search OPS-SPA-030E
Spa locker room offers additional grooming items

Product
Criteria Spa locker room offers additional grooming items

Vanity areas must minimally include/be:
• Hand soap
• Hand towels
• Tissues in tissue box cover
• All personal grooming products in the locker room (e.g., soap, shampoo, conditioner) from a single
product line (e.g., Aromatherapy, ESPA)
o It is acceptable if hairspray and deodorant are not from the same product line if the product
line does not carry these products
It is acceptable if the provision of items is prohibited by local code (documentation required). If selected items
are prohibited, check only those that apply
CAB5SPAF022
MGS Search OPS-SPA-030E
Spa Locker Room Showers
Page 274 | 373


Product
Criteria Spa Locker Room Showers

• (Residences): Spa is operated by a Co-located hotel
Shower area must minimally include:
• Bath towel(s)
• Amenity presentation
o Body wash/shower gel
o Shampoo
o Conditioner
Mark No if any item missing
CAB5SPAF2610
MGS Search OPS-SPA-030F
Water-based Amenity

SPAF2604 Spa – Facility Brand Promise / Operational 4
Product
Criteria Water-based Amenity

Spa must minimally have (1) water-based amenity (e.g., sauna, plunge pool, steam shower, steam room,
whirlpool)
Mark No if water-based amenity is not in place
SPAF2604
AWAY Spa Additional Water-based Amenity

SPAF2605 Spa – Facility Brand Promise / Operational 2
Product
Page 275 | 373

Criteria AWAY Spa Additional Water-based Amenity
AWAY Spa must minimally include an additional water-based amenity (e.g., sauna, steam)
Mark No if additional water-based amenity is not in place
SPAF2605
Spa Locker Room Wet Areas

Product
Criteria Spa Locker Room Wet Areas

• Locker room does not include sauna/whirlpool area
Sauna/whirlpool area must minimally include:
• Bath size towels

• Towel display unit
Check the locker room shower area and wet areas and Mark No if any item missing
CAB5SPAF2606
Spa Relaxation Room Cleanliness - Walls/Doors/Windows/Ceiling/Floor

CABSPARR003 Spa – Facility Cleanliness / Low Guest Impact 2
Criteria
Spa Relaxation Room Condition - Walls/Doors/Windows/Ceiling/Floor
Page 276 | 373


CABSPARR004 Spa – Facility Maintenance & Upkeep / Low Guest 2
Impact
Spa Relaxation Room Cleanliness - Furniture/Equipment/Décor Items

CABSPARR005 Spa – Facility Cleanliness / Low Guest Impact 2
Spa Relaxation Room Condition - Furniture/Equipment/Décor Items

CABSPARR006 Spa – Facility Maintenance & Upkeep / Low Guest 2
Impact
Spa Locker Room/Restroom/Shower Facility Cleanliness -

Walls/Doors/Windows/Ceiling/Floor

CABSPALR003 Spa – Facility Cleanliness / Low Guest Impact 4
Spa Locker Room/Restroom/Shower Facility Condition - Walls/Doors/Windows/Ceiling/Floor

CABSPALR004 Spa – Facility Maintenance & Upkeep / Low Guest 4
Impact
Spa Locker Room/Restroom/Shower Facility Cleanliness - Furniture/Equipment/Décor Items

CABSPALR005 Spa – Facility Cleanliness / Low Guest Impact 4
Spa Locker Room/Restroom/Shower Facility Condition - Furniture/Equipment/Décor Items

CABSPALR006 Spa – Facility Maintenance & Upkeep / Low Guest 4
Impact
Page 277 | 373

Bell – Departure

CABLD9911 Bell – Departure Staff Service / Touchpoint Service 4

CABLD9912 Bell – Departure Staff Service / Core Service 4
OPS-FRO-175
Bell Staff Luggage Retrieval Request

CAB5LD002 Bell – Departure Staff Service / Touchpoint Service 4
Criteria Bell Staff Luggage Retrieval Request
Bell Staff must meet the following standards:
• Offer to retrieve car or arrange other transportation

• Estimated time of pick-up provided
o It is acceptable if quote non-specific (e.g., immediately, I'll be right up)
Place call to have luggage picked up prior to check out
Call and Mark No if any of the required standards are not met
CAB5LD002
Bell staff arrives in a timely fashion

LD2619 Bell – Departure Staff Service / Touchpoint Service 4
Criteria Bell staff arrives in a timely fashion
Bell Staff must:
Page 278 | 373

• Arrive at room within 10 minutes of departure call
If quote is non-specific, pick-up must be within 10 minutes of call
It is acceptable if follow up call is made to advise you of new arrival time
It is acceptable if someone other than the bell staff provides luggage assistance
Mark No if any of the required standards are not met
LD2619

CABLD9910 Bell – Departure Staff Service / Touchpoint Service 4

OPS-FRO-175
Bell staff greets guest by name and requests permission to enter

Criteria Bell staff greets guest by name and requests permission to enter
Bell staff must:
• Provide a proper greeting and/or salutation

• Request permission to enter the room
• Address you by name during the transaction
CAB5LD004
Page 279 | 373

interaction

OPS-FRO-175

OPS-FRO-175

LD2618 Bell – Departure Brand Promise / Branded Product 4

LD2618
Brand pin is Worn

LD2610 Bell – Departure Brand Promise / Branded Product 2
Page 280 | 373

Criteria Brand pin is Worn

• W – silver
It is acceptable if Welcome Ambassador wardrobe includes an outer coat/jacket with a W and a W pin is not
visible
LD2610
Bell staff confirms all belongings are collected

Criteria Bell staff confirms all belongings are collected
Bell staff must:
• Ask if you have all your belongings

• Offer to check closets/drawers for belongings
If luggage is stored, guests must not be asked to identify bags
CAB5LD005

LD2612 Bell – Departure Staff Service / Branded Service 4
Page 281 | 373


• Listen actively
resolution
LD2612
Bell staff does not decline a request without offering alternatives

LD2616 Bell – Departure Staff Service / Touchpoint Service 2
Criteria Bell Staff does not decline a request without offering alternatives

• Bell staff meets request
If a special request is made, bell staff must:
LD2616
MGS Search HR-205

make them last.
Page 282 | 373


LD2602
MGS Search HR-205

unable to answer
LD2601
HR-205
HR-021

the guest.
Page 283 | 373

LD2603
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
LD2605
HR-205
HR-021
Bell staff provides a professional persona

CAB5LD7040 Bell – Departure Staff Service / Branded Service 4
Criteria Bell staff provides a professional persona
Bell staff must:
Page 284 | 373

CAB5LD7040


CABLD9905

OPS-FRO-175

OPS-FRO-175

Page 285 | 373

OPS-FRO-175


CK2630
MGS Search HR-021
Page 286 | 373

Check-Out

CABCKO9901 Check-Out Staff Service / Core Service 16
interaction


Brand Pin is Worn

CKD2610 Check-Out Brand Promise / Branded Product 2

• W – silver
CKD2610
Page 287 | 373

Check-out Experience

CKD2601 Check-Out Staff Service / Touchpoint Service 4
Criteria Check-out Experience
• Acknowledge guests waiting in line, if applicable

o It is acceptable if someone other than the front desk agent acknowledges the guest (e.g.,
manager, lobby ambassador)
• Ask guest about satisfaction with stay
• Ask if any additional charges have been incurred (e.g., lunch, retail)
• Offer option of reviewing your bill
• Confirm method of payment
• Inquire if the guest has a Marriott Bonvoy member number if it is not already in the profile
• Offer to print folio
o If printed,
▪ Place copy of bill directly in guest's hand
• Extend offer to return
• Ensure transaction was discreet
Verify bill is accurate, neat and legible, and all package inclusions were properly handled
CKD2601
Guest is informed that e-mail Folio will be sent

CAB5CKD015 Check-Out Staff Service / Touchpoint Service 2
Criteria Guest is informed that e-mail Folio will be sent
Mark N/A if e-folio was arranged at check-in
Guest is informed that email folio will be sent
CAB5CKD015
Front Desk Agent offers transportation assistance

CAB5CKD012 Check-Out Staff Service / Touchpoint Service 2
Page 288 | 373

Criteria Front Desk Agent offers transportation assistance
Front Desk Agent must offer transportation assistance, e.g., call for their car, arrange a taxi
Mark No if transportation assistance is not offered
CAB5CKD012
Check-out service is provided in a timely manner

CAB5CKD003-t Check-Out Staff Service / Touchpoint Service 4
Criteria Check-out service is provided in a timely manner
Entire check-out transaction excluding time in queue must take less than:
• 5 minutes
If guest requests a printed folio, it is acceptable for the above time to be extended by 1 minute
CAB5CKD003-t

CKD2608 Check-Out Staff Service / Branded Service 2
unable to answer
CKD2608
HR-205
HR-021
Page 289 | 373


CKD2603-r Check-Out Staff Service / Branded Service 4

• Listen actively
resolution
CKD2603-r
HR-021

make them last.

CKD2602
MGS Search HR-205
Page 290 | 373

HR-021
Front Desk Agent does not decline a request without offering alternatives

CKD2616 Check-Out Staff Service / Touchpoint Service 2
Criteria Front Desk Agent does not decline a request without offering alternatives

• Front Desk Agent meets request
If a special request is made, agent must:
CKD2616
MGS Search HR-205
HR-021

the guest.
CKD2615
MGS Search HR-205
HR-021
Page 291 | 373


• Thoughtful
• Intuitive
CKD2605
HR-205
HR-021
Front Desk Agent provides a professional persona

CAB5CKD7040 Check-Out Staff Service / Branded Service 4
Criteria Front Desk Agent provides a professional persona
CAB5CKD7040
HR-205
Page 292 | 373




CABCKO9905



Page 293 | 373


CKD2630
MGS Search HR-021
Page 294 | 373

Service General
Check-in and Check-out Times

B2602 Service General Staff Service / Branded Service 2
Criteria Check-in and Check-out Times
Check-in and Check-out times must minimally be:
• Check-in: no later than 3 pm

• Check-out: no earlier than 12:00 noon
B2602
Engineering Talent is in W Wardrobe (US/CAN)

SG2604 Service General Brand Promise / Branded Product 2
Criteria Engineering Talent is in W Wardrobe (US/CAN)

• Engineering not encountered during stay
SG2604
Talent provides escort when directions requested

SG2600 Service General Staff Service / Branded Service 4
Page 295 | 373

Criteria Talent provides escort when directions requested
Mark N/A if directions not requested
Talent must minimally:
• Provide clear directions

• Escort guests within the hotel when directions are requested
SG2600
Style carts are well-maintained and tidy when visible to guests

SG2601 Service General Staff Service / Touchpoint Service 4
Criteria Style carts are well-maintained and tidy when visible to guests
Mark N/A if style carts were not visible
Style carts, during all periods of the day (e.g., day service, turndown) must be:
• Clean
• Well maintained
• Organized
• Not overstocked
• No personal items visible (e.g., sweater, personal beverage)
Observe all style carts you encounter during your stay and Mark No if any of the above is not met
SG2601
MGS Search OPS-HKP-088D
The associate used proper elevator etiquette

CAB5GEN009 Service General Staff Service / Touchpoint Service 2
Criteria The associate used proper elevator etiquette
• Hotel does not have an elevator or elevator not used

• No associates encountered while in elevator
Elevator Etiquette:
• Hold door for guest(s)

• Allow the guest to enter/exit the elevator first
• Offer to select floor for guest
• Bell staff using carts will yield to guests (use service elevator when appropriate)
Page 296 | 373

CAB5GEN009
Rate Emotional Engagement with your entire stay

Criteria Rate Emotional Engagement with your entire stay
After your entire stay, rate your overall experience:

SG2630
MGS Search HR-021
Enter additional experience employee's name(s)

AEXP3002 Service General Staff Service / Touchpoint Service
Criteria Enter additional experience employee's name(s)
AEXP3002

CABGEN9901 Service General Staff Service / Core Service 16
Page 297 | 373



make them last.

SG2602
MGS Search HR-205
HR-021
Talent does not decline a request without offering alternatives

SG2606 Service General Staff Service / Touchpoint Service 2
Criteria Talent does not decline a request without offering alternatives

If a special request is made, Talent must:
Page 298 | 373

SG2606
MGS Search HR-205
HR-021

GEN2603-r Service General Staff Service / Branded Service 4

• Listen actively
resolution
GEN2603-r
HR-021

GEN2615 Service General Staff Service / Branded Service 4

Page 299 | 373

the guest.
GEN2615
MGS Search HR-205
HR-021

• Thoughtful
• Intuitive
SG2603
MGS Search HR-205
HR-021
OPS-FRO-175B

CAB5GEN001 Service General Staff Service / Branded Service 4
Page 300 | 373

Attendant must:
• Only engage in work-related conversation with other employees when guests present
CAB5GEN001
MGS Search HR-205

OPS-FRO-175


CABGEN9905

Page 301 | 373

OPS-FRO-175

Rate Emotional Engagement with additional interaction

GEN2630 Service General Staff Service / Branded Service 4
Criteria Rate Emotional Engagement with additional interaction
After your entire stay, rate your overall experience :

GEN2630
MGS Search HR-021
Page 302 | 373

Bedroom
Entry door safety features are fully functional

CABFLS049 Bedroom MI Initiatives / Safety & Security 0
Criteria Entry door safety features are fully functional
All Guest room/suite entry doors must have:
• A single mortise lock with:

o Automatic deadbolt
o One releasing operation to retract deadbolt and latch
• Evacuation graphics
o Must be displayed on the back of the door, with the exception of panel or glass doors, in
which case the sign may be on the wall adjacent to the door
o 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)
o (AC - JV Hotels): A secondary locking device is not required
• 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:

o Open door 90 degrees
o Release door
o Door must close and latch/lock on first attempt
o Engage deadbolt and secondary locking device
▪ If signage indicates presence of an automatic deadbolt, deadbolt must
automatically engage
o 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
o Look through the view port to ensure visibility
o 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:

o Engage deadbolt and secondary locking device/private latch
▪ If automatic deadbolt present, verify deadbolt engaged
o 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
o Look through the view port to ensure visibility/functionality
o 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.
CABFLS049
Page 303 | 373

MGS Search RSK-FRP-006
Smoke detector functional

CABFLS048 Bedroom MI Initiatives / Safety & Security 0
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
• Smoke detector does not sound alarm when tested

• Smoke detector missing
CABFLS048
Hangers

BD2617 Bedroom Brand Promise / Operational 2
Product
Criteria Hangers
Closet area must minimally have:
• Hangers
o (5) Male/clip – wooden
o (5) Female/regular – wooden
o If shopping bag is hung from a hanger, hanger may count in required number of hangers
BD2617
MGS Search OPS-HKP-094H
Iron, Ironing Board and Steamer

Product
Page 304 | 373

Criteria Iron, Ironing Board and Steamer
Guest room closet area must minimally have an:
• Iron and ironing board, OR

• Handheld steamer
o Steamer must be placed in a bag or box
o If steamer is present, iron and ironing board must be available upon request
BD2618
MGS Search OPS-HKP-094K
Valet/Laundry Amenities

Product
Criteria Valet/Laundry Amenities
Closet area must minimally have the following in brand identity look and feel, either current or most recent
specification (gray or black lettering is acceptable):
• (2) Valet/laundry bags

o If suite or WHO 1-4 guest, additional (1) VIP laundry bag
• (2) Valet/laundry tickets
BD2620
MGS Search OPS-HKP-094L
Reusable Shopping Bag

BD2623 Bedroom Brand Promise / Branded Product 2
Criteria Reusable Shopping Bag
The following must minimally be present in brand identity:
• Shopping bag
• Price tag, unless complimentary suite offering
BD2623
MGS Search OPS-HKP-094L
Page 305 | 373

OPS-HKP-094X
Bathrobes

Criteria Bathrobes
Room must minimally provide:
• Bathrobe with brand logo

o (1) in the closet, on hanger
o (1) in the bathroom
It is acceptable if both bathrobes are hung in closet if closet is physically in bathroom (e.g., open concept
bathroom)
BD2615
Luggage Rack

Product
Criteria Luggage Rack
Closet area must minimally have:
• (1) Luggage rack

o It is acceptable for the luggage rack to be built in
BD2621
MGS Search OPS-HKP-094N
In-room Safe

CAB5BD054 Bedroom Brand Promise / Operational 2
Product
Criteria In-room Safe
Guest room must minimally have:
Page 306 | 373

• In-room safe
o Permanently fixed to floor, wall, or furniture
o Large enough to fit lap top computer
• Liability clause card/sticker
CAB5BD054
MGS Search OPS-HKP-094G
Ice Bucket and Glasses

Product
Criteria Ice Bucket and Glasses meet standard
The following must minimally be in place:
• (2) Rocks glasses

o Not bagged/wrapped
▪ It is acceptable for hotels in California to have bagged/wrapped glasses
o Placed upside down on coasters
▪ It is acceptable for glasses housed in purpose-built glass holders to not be
displayed with coasters
o Same size by type
• Ice bucket with lid, unless ice service delivery is available upon request
BD2628
MGS Search OPS-HKP-094R
Bottled Water

Product
Criteria Bottled Water
Guest room must minimally have 3 bottles of water per room:
Water must minimally be:
• Complimentary water bottles

o (Standard guest room): 1
o (Escape and Suites): 2
o Additional 2 bottles offered in bathroom if hotels that do not have potable water
• “For Sale” water bottles
o (CALA, EMEA, US/CAN): 2
▪ It is acceptable if 1 for sale bottle is offered with 2 complimentary bottles
o (AP): 1
Page 307 | 373

It is acceptable to offer on-property filtered water in glass bottles (logo or non-logo)
BD2614
MGS Search OPS-HKP-094T
In-room Coffee Maker

Product
Criteria In-room Coffee Maker
In-Room coffee program must minimally include:
• Coffee/tea maker
o (US/CAN): Nespresso coffee maker
BD2601
MGS Search OPS-HKP-094Y
In-room Coffee Amenities

Product
Criteria In-room Coffee Amenities
In-Room coffee program amenities must minimally include:
• (4) Sugar stick

• (4) Splenda stick (or equivalent)
• (4) Stir stick
o It is acceptable to use spoons or other sustainable items in place of plastic stir sticks (e.g.,
wood, metal, glass stirrers)
• (4) Creamer (e.g., UHT creamer, non-dairy)
o (AP): Complimentary larger size milk is acceptable and can be placed by coffee set or in
mini bar/refrigerator
It is acceptable if packets are used when sticks not available in local market
US/CAN:
Additionally, guest room must minimally provide:
• Nespresso coffee capsules

o Standard guest rooms: (3) Caffeinated and (1) decaffeinated
o Suites: (4) Caffeinated and (2) decaffeinated
• (2) Cups, either porcelain or to-go
• Collateral (Capsule/Tray explanation card)
• Coffee organizer
Page 308 | 373

• (Suites):
o (2) Porcelain 6oz Cups
o (2) Porcelain Saucers
BD2602
MGS Search OPS-HKP-094Y
In-room Wine/Bottle Opener

Product
Criteria In-room Wine/Bottle Opener
Guest room must minimally have:
• Wine and bottle opener/corkscrew

o It is acceptable if:
▪ It is one device
▪ It is in Honor Bar/Refreshment Bar
• (2) Multi-purpose glasses
o Same size in pairs
o May be stemmed or stem-less
▪ Not bagged/wrapped
▪ It is acceptable for hotels in California to have bagged/wrapped
glasses
▪ Placed upside down on coasters or capped
▪ It is acceptable for glasses housed in purpose-built glass holders to not
be displayed with coasters
BD2629
MGS Search OPS-HKP-094R
W MixBar Elements

Criteria W MixBar Elements
W MixBar must minimally include:
• W cocktail shaker, brand specification or approved higher quality specification

o W logo is not required on cocktail shaker
• W MixBar amenities presented in a collection, housed together in a tray, box, or integrated into FF&E
(e.g., drawer, built-in area) with a luxury point of view and matching the design of the guest room
• W MixBar collateral
Page 309 | 373

BD2606
MGS Search OPS-HSK-094R
W MixBar is clean, in good condition and well-stocked

Criteria W MixBar is clean, in good condition and well-stocked
W MixBar must be/have:
• Present
o It is acceptable if MixBar is built into FF&E (e.g., box not required)
• Neat and organized
• Bottle labels facing out
o W MixBar with clear front can have labels facing into the Guestroom as long as all bottles
face the same way
• No opened, used, or expired items
• Menu is available and clean
o It is acceptable for no menu to be in place if all items are complimentary
• Randomly select 2 items and verify they are unopened, unused and/or not expired
BD2626
MGS Search OPS-HSK-094R
Television

Product
Criteria Television
Guestroom/suite must minimally include (1) television:
• Flat panel
o Upon replacement LED/LCD or LED backlit television
• Screen size:
o 37 inches (93 cm)
o Upon replacement January 1, 2017 or later
▪ 40” – 55” (101.6 cm – 139.7 cm) renovation (US/CAN, CALA, EMEA, AP)
▪ 40” – 55” (101.6 cm – 139.7 cm) television replacement only (US/CAN, CALA,
EMEA, AP)
• 46 inches (116 cm) suites
o 48 inches (121.9 cm) upon replacement January 1, 2017 or later
• Remote control
Replacement to 48 inches (121.9 cm) must be complete by January 1, 2022
Page 310 | 373

BD2608
Guest Services Directory

Criteria Guest Services Directory
Compendium must minimally be:
• Present
o Brand-approved Electronic Guest Services Directories in Brand Voice are acceptable
• In brand identity
BD2603
MGS Search OPS-HKP-094E
In-Room Dining Menus

Criteria In-Room Dining Menus meet standard
The following must minimally be present and in brand voice:
• In-Room Dining Guide/Menu

o Must highlight any gratuity charged
o It is acceptable for the menu to be in electronic format, including QR Code
• Doorknob Breakfast Menu
BD2619
Desk Accessories

Product
Criteria Desk Accessories
Page 311 | 373

Desk accessories must minimally include:
• No Smoking wedge
BD2607
MGS Search OPS-HKP-094W
Telephones

Product
Criteria Telephones
Guestroom/suite must minimally have:
• Standard guestrooms: (1) Telephone, cordless

• Suites: (2) Telephones
Faceplates, if present, must minimally have:
• Faceplate, look and feel of W brand identity

• (US/CAN): Dialing instructions or long-distance surcharge information provided
o Reference to Guest Service Directory acceptable, if present
BD2616
OPS-HKP-094Q
Note Pad and Pen

Criteria Note Pad and Pen
The following must minimally be present and in brand specification:
• Long W pencil or pen

• Note Pad
BD2613
MGS Search OPS-HKP-094W
Page 312 | 373

Privacy Sign

Criteria Privacy Sign meets standard
The following must minimally be present in brand specification:
• DND/Privacy Please
o Electronic version is acceptable
BD2605
Guest Room Recycling Bin

CABBD051 Bedroom MI Initiatives / Fulfillment 2
Criteria Guest Room Recycling Bin
• 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

o Recycling bin/portion meets brand specification
Ask associate to:
• Use the Resources & Tools (marriott.com) in the Compliance tab of the Serve 360 Resources &
Tools 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
CABBD051
Guest Room Recycling Bin Labels

CABBD052 Bedroom MI Initiatives / Fulfillment 2
Page 313 | 373

Criteria Guest Room Recycling Bin Labels
• Hotel brand is ED or PH
• Hotel brand is TRB and recycling bin not present
Guest room recycling bin labels must minimally include:
• Recycling bin/portion is labeled with the appropriate image(s) depicting what should be recycled (e.g.,
paper, glass)
Ask associate to:
• Using the Resources & Tools (marriott.com) 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
CABBD052
Audio System

Product
Criteria Audio System
Every bedroom/suite must minimally have a Bluetooth speaker
• Bluetooth capability through the TV is not acceptable
BD2604
MGS Search OPS-HKP-094A
Easily accessed outlets are available for guests to use

Product
Criteria Easily accessed outlets are available for guests to use
Easy to access plugs for guests’ personal devices must be available for the guest’s use:
• At least one set must be at one of the nightstands.

• Must include both A/C and USB plugs
Page 314 | 373

o It is acceptable for the USB charger to be supplied by a music playing device, e.g., radio
o It is acceptable if A/C and USB plugs to be built into the FF&E (e.g., lamps, nightstand)
BD2622
MGS Search OPS-HKP-094A
Bedding and Mattress

Product
Criteria Bedding and Mattress
W Signature Bed must minimally have:
• Mattress and platform

• Feather topper or mattress pad/protector
• (2) Flat sheets
o It is acceptable if bottom sheet is a fitted sheet
• Duvet cover and insert
• No twin beds allowed in any room
BD2609
MGS Search OPS-HKP-094C
Pillows

Product
Criteria Pillows
Mark N/A for double beds
Pillows must minimally be:
• (2) Down/feather pillows

• (2) Hypoallergenic
• King size for King beds
• Queen size for Queen beds
• Pillow protector present on all pillows
Bag pillowcases must not be mixed with envelope pillowcases in the same guestroom
BD2611
Page 315 | 373

MGS Search OPS-HKP-094C
W Scent is present

BD2625 Bedroom Brand Promise / Design Approach & 4
Aesthetic
Criteria W Scent is present
Mark N/A if room was unoccupied for more than 1 night
Check to ensure the room/suite odor is W Scent
Mark No if scent other than W Scent is present
BD2625
Bedroom/Bathroom Odor is neutral

CABBD014 Bedroom Cleanliness / High Guest Impact 4
Bedroom Cleanliness - Doors/Walls/Ceiling/Mirrors/Artwork

Bedroom Condition - Doors/Walls/Ceiling/Mirrors/Artwork

CABBD016 Bedroom Maintenance & Upkeep / High Guest 4
Impact
Bedroom Cleanliness - Floor

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
Page 316 | 373

• 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
CABBD019
Bedroom Condition - Floor

Impact
Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

Impact
Bedroom Cleanliness - Accessories/Coffee/Appliances/Trashcans

Bedroom Condition - Accessories/Coffee/Appliances/Trashcans

Impact
Page 317 | 373

Bedroom Cleanliness - Case Goods

Bedroom Condition - Case Goods

Impact
Bedroom Cleanliness - Telephone/Electronics/Collateral

Bedroom Condition - Telephone/Electronics/Collateral

Impact
Bedroom Cleanliness - Upholstered Furniture/Desk/Chairs

Bedroom Condition - Upholstered Furniture/Desk/Chairs

Impact
Bedroom Cleanliness - Lamps/Lighting

Bedroom Condition - Lamps/Lighting

Impact
Bedroom Cleanliness - Windows/Window Treatments

Bedroom Condition - Windows/Window Treatments

Page 318 | 373


Impact
Bedroom Cleanliness - HVAC/Ventilation

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
CABBD037
Bedroom Condition - HVAC/Ventilation

Impact
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
CABBD038
Page 319 | 373

Bedroom Cleanliness - Balcony/Patio

Bedroom Condition - Balcony/Patio

Impact
Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

Impact
Bedroom Cleanliness - Bedding/Linens/Pillows/Free of Wrinkles

Bedroom Condition - Bedding/Linens/Pillows

Impact
Page 320 | 373

Bathroom
Program-Required Bath Amenities – In-Shower

BTH2615 Bathroom Brand Promise / Operational 16
Product
Criteria Program-Required Bath Amenities – In-Shower
Residential bath amenities (RBA) must be present in the shower and minimally meet the following:
• (3) Residential bottles, tamper proof seals, refill stickers

o 300mL
o (1) Shampoo
o (1) Conditioner
o (1) Shower Gel
If separate bathtub is present, the following must be present:
• (1) Vegetable Soap, 45g
The above amenities must be in the following brand/continent specification:
• Davines MOMO/skin regimen/
BTH2615
MGS Search Residential Bath Amenity Program
W Hotels Bath Amenity Program
OPS-HKP-093B
Program-Required Bath Amenities – Sink side

Product
Criteria Program-Required Bath Amenities – Sink side
Sink-side amenities must be present and minimally meet the following:
• (1) Body Cream, 300mL

• (1) Cleansing Cream, 300mL
• (1) Vegetable Soap, 30g
• Tamper proof seals
• Refill stickers
The above amenities must be in the following brand/continent specification:
• MOMO/skin regimen/
Page 321 | 373

BTH2616
MGS Search Residential Bath Amenity Program
W Hotels Bath Amenity Program
OPS-HKP-093B
Bath/Vanity Additional Suite Amenities

Product
Criteria Bath/Vanity Additional Suite Amenities
• Standard guest room is evaluated

• Property is located in Greater China
Additional suite bathroom amenities must minimally include:
• Hotels that have not implemented RBA: Larger suite amenity size (Shampoo, conditioner, face wash,
shower gel, body lotion)
• In brand approved silver packaging or MILUX accessories packaging visual identity:
o Less Rough More Buff (Loofah brush or pad)
▪ (CALA, EMEA): It is acceptable if provided upon request
o Shine Your Shoes (Shoeshine mitt or shoeshine sponge)
▪ (CALA, EMEA): It is acceptable if provided upon request
o Fresh Mouth (Dental Kit)
o Bare All (Shaving kit)
o Quick Fix (Mending Kit)
▪ (APEC) It is acceptable if Quick Fix is available upon request
o So Vain (Cotton balls, cotton tips, shower cap)
▪ (EMEA): It is acceptable if provided upon request
o (APEC, CALA, EMEA, US): Take it Off or Only Skin Deep (Make-up Remover)
BTH2601
Bath Amenity Program
Bath/Vanity Furnishings

Product
Page 322 | 373

Criteria Bath/Vanity Furnishings
Bathroom furnishings must minimally include:
• Mirror - make-up/shaving
• Waste basket
o No plastic bag liners
o It is acceptable for waste basket to be dual recycling bin
BTH2604
Hair Dryer

Product
Criteria Hair Dryer
Hair dryer must minimally be:
• Sufficient wattage:
o 1800 watts
o It is acceptable if a 1600-watt Dyson hairdryer is present
o It is acceptable to have 1200 watts or higher in Japan and Taiwan
• Presented in dryer bag
o W designed hair dryer bag
o Either grey or black lettering is acceptable
o Either current or most recent spec is acceptable
BTH2606
Bath/Vanity Paper Products

Product
Criteria Bath/Vanity Paper Products
Bathroom paper products must minimally include:
• Facial tissue in a tissue box holder

• Toilet paper, white (2 rolls)
o One (1) roll of toilet tissue presented in the W designed toilet tissue bag
▪ White bag with black text in current specification
▪ Either grey or black lettering is acceptable
▪ Either current or most recent spec is acceptable
Page 323 | 373

BTH2608
Bath/Vanity Glasses

Product
Criteria Bath/Vanity Glasses meet standard
Bathroom glasses must be present and minimally include:
• (2) Glasses
o On branded coasters
o Plastic glasses are not acceptable
o Not bagged or wrapped
▪ It is acceptable for glasses to be bagged/wrapped in California and where
required by local law
BTH2609
Bath Terry

Product
Criteria Bath Terry
Each full bath must minimally have:
• (3) Bath towels

• (3) Face towels
• (3) Hand towels
o W logo - if property has not transitioned to new terry spec, it is acceptable if W logo on
hand towel is present
• (1) Bath mat
o ‘Step’ logo
• (2) Bath sheets (Suites)
o It is acceptable for one bath sheet to take the place of a bath towel
Towels must be:
• Consistent in color and quality

• Neatly folded
• Logo centered, if applicable
Page 324 | 373

BTH2605
Bath Rug

Product
Criteria Bath Rug
Each full bath must minimally have:
• (1) Bath rug
BTH2610
Bathroom Cleanliness - Doors/Walls/Mirrors/Windows

CABBTH003 Bathroom Cleanliness / High Guest Impact 4
Bathroom Condition - Doors/Walls/Mirrors/Windows

CABBTH004 Bathroom Maintenance & Upkeep / High Guest 4
Impact
Bathroom Cleanliness - Ceiling/Vents/Exhaust Fans/Lighting

Bathroom Condition - Ceiling/Vents/Exhaust Fans/Lighting

Impact
Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod

Page 325 | 373

Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod

Impact
Bathroom Condition - Bathtub/Shower Enclosure/Fixtures

Impact
Page 326 | 373

Exterior
Brand Logo Flag

AR2601 Exterior Brand Promise / Branded Product 2
Criteria Brand Logo Flag
• Flag-pole not present

• Flags not flying due to inclement weather
• Brand flag not flown
If Hotel flies W Brand flag, it must be correct specification
AR2601
Exterior W signage is present

EXT2601 Exterior Brand Promise / Branded Product 4
Criteria Exterior W signage is present
W signage must be:
• Present at exterior
• The branded W (pointed ends of W)
W signage may be any type of sign including, but not limited to, a monument sign, building sign, or standalone
W
Mark No if above criteria is not met
EXT2601
Music is audible at entrance/Porte Cochere

EXT2602 Exterior Brand Promise / Design Approach & 4
Aesthetic
Criteria Music is audible at entrance/Porte Cochere
Page 327 | 373

• Hotel uses shared/common Porte Cochere or arrival area not operated/owned by hotel
• Music is not present
Music, if present, must be:
• Audible
• From the W playlist
Ask during announced/walk through if music playing at entrance is from the W playlist
EXT2602
Bell carts are clean

CABEXT024 Exterior Cleanliness / Low Guest Impact 2
Bell carts are in good condition

CABEXT026 Exterior Maintenance & Upkeep / Low Guest 2
Impact
Porte Cochere is clean

CABEXT020 Exterior Cleanliness / High Guest Impact 2
Porte Cochere is in good condition

CABEXT022 Exterior Maintenance & Upkeep / High Guest 2
Impact
Page 328 | 373

Elevator
Good Morning floor mats in place and in line with correct time of day

E2601 Elevator Brand Promise / Branded Product 4
Criteria Good Morning floor mats in place and in line with correct time of day
• Lift not present

Lift floor mats must minimally be:
• Present
o Digital signage inside the lift is acceptable
o It is acceptable to have verbiage in English, local language or English & local language
• In line with correct time of day
It is acceptable if floor mats are located outside of the lift doors
Evaluate lift in morning time
E2601
Good Evening/Night floor mats in place and in line with correct time of day

E2602 Elevator Brand Promise / Branded Product 4
Criteria Good Evening/Night floor mats in place and in line with correct time of day

Lift floor mats must minimally be:
• Present
o Digital signage inside the lift is acceptable
o It is acceptable to have verbiage in English, local language or English & local Language
• In line with the correct time of day
It is acceptable if floor mats are located outside of the lift doors
Evaluate elevator in evening and/or night time
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E2602
Music is audible in lifts

E2603 Elevator Brand Promise / Design Approach & 4
Aesthetic
Criteria Music is audible in lifts
• Music not present

Music, if present, must be:
• Audible
• From the W playlist
Ask during announced/walk through if music playing in lifts is from the W playlist
E2603
Elevators Cleanliness - General

CABE001 Elevator Cleanliness / High Guest Impact 4
Elevators Condition - General

CABE002 Elevator Maintenance & Upkeep / High Guest 4
Impact
Page 330 | 373

Corridors
House Telephones

B2605 Corridors Brand Promise / Branded Product 2
Criteria House Telephones
House telephones must minimally:
• Have branded faceplates

• No direct dial to guestrooms
• Present in:
o Elevator landing where guestrooms are located
B2605
Style Carts

C2601 Corridors Brand Promise / Operational 4
Product
Criteria Style Carts
Style carts must minimally be:
• Neatly stocked and well-maintained

• Only present when Room Stylist is working in nearby area
C2601
Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows

CABC003 Corridors Cleanliness / High Guest Impact 4
Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows

CABC004 Corridors Maintenance & Upkeep / High Guest 4
Impact
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Corridors/Stairways Cleanliness - Floor

Corridors/Stairways Condition - Floor

Impact
Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

Corridors/Stairways Condition - Furniture/Equipment/Décor Items

Impact
Page 332 | 373

Lobby
Marriott Bonvoy Signage

CABCK008 Lobby MI Initiatives / Elite Appreciation 4
Criteria Marriott Bonvoy Signage
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:
o Select Brands
▪ Desk Sign
▪ Brochure Holder
▪ (All brands except AC, MX): Wall Sign
o Premium Brands
▪ (All brands except MEA): Desk Sign
▪ (All brands except AUTO, TRB): Brochure Holder
▪ (All brands except AUTO, MEA, TRB): Wall Sign
o Luxury Brands
▪ Desk Sign
o (US): Premium (excluding AUTO & TRB) & Select hotels:
▪ 'Co-brand credit card take ones' must be placed in the Marriott Bonvoy brochure
holder
CABCK008
OPS-FRO-294A
Brand scent was evident in the lobby

LOB2602 Lobby Brand Promise / Design Approach & 16
Aesthetic
Criteria Brand scent was evident in the lobby
• Hotel has an open-air Living Room (Lobby) and Welcome Desk

• Living Room (Lobby) and Welcome Desk is under complete renovation and not available for guest
use
Scent must minimally be:
• Brand approved scent (W Scent)

• Noticeable in the following areas:
o Living Room
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o Welcome Desk
Evaluate upon arrival and Mark No if scent is not W scent or noticeable in the above areas
LOB2602
Florals and Botanicals

Aesthetic
Criteria Florals and Botanicals
• Living Room is under complete renovation and not available for guest use
• Florals/botanicals are not present
If present, florals and botanicals must minimally be:
• In fresh condition
• Fresh/live and not artificial, including silk
LOB2606
Whatever/Whenever Signage

LOB2608 Lobby Brand Promise / Branded Product 4
Criteria Whatever/Whenever Signage
Whatever/Whenever signage must minimally:
• Be present in Welcome/Concierge area

• Meet brand specification
LOB2608
Living Room styled
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Aesthetic
Criteria Living Room styled
Living Room must minimally follow:
• Public space conforms to Brand approved property style guide

o Illumination is adjusted to reflect the transition of day to night and night to day
o Candles are used to complement interior lighting during evening hours in accordance with
local open flame policy
LOB2605
Living Room accessories present and styled

Aesthetic
Criteria Living Room accessories present and styled
All accessories are neatly arranged according to Brand approved property style guide.
Living Room accessories must minimally include:
• Pillows are fluffed and neatly arranged
LOB2609
Wired/Connected Equipment/Services

BC2603 Lobby Brand Promise / Operational 2
Product
Criteria Wired/Connected Equipment/Services
Page 335 | 373

• Property does not have the facility on premises
Wired/Connected must minimally meet the following:
• Computer workstation (e.g., Mac, PC)

• If mouse pad present, in brand identity
• Ability to copy
• Ability to print wirelessly
• High speed internet access
• All equipment in working order
Review equipment and verify wireless printing capability
BC2603
OPS-FRO-301B
Main Entry/Vestibule Cleanliness - General

CABLOB12 Lobby Cleanliness / High Guest Impact 4
Main Entry/Vestibule Condition - General

CABLOB13 Lobby Maintenance & Upkeep / High Guest 4
Impact
Lobby Cleanliness - Walls/Doors/Windows/Ceiling/Floor

Lobby Condition - Walls/Doors/Windows/Ceiling/Floor

Impact
Lobby Cleanliness - Furniture/Equipment/Décor Items

Lobby Condition - Furniture/Equipment/Décor Items

Page 336 | 373

Impact
Page 337 | 373

Public Restrooms
Public Restroom Products & Amenities

PR2601 Public Restrooms Brand Promise / Operational 4
Product
Criteria Public Restroom Products & Amenities
If multiple WCs are present, select 1 set to evaluate
All WCs must minimally have:
• Hand towels - cloth or upgraded paper

o Logo’d
o Cloth/terry hand towels do not need to be logo’d
• Wastebasket
• (1) Box facial tissue
• (1) Soap dispenser
o Soap dispenser must not be empty
• Toilet paper in each stall
Check restrooms and Mark No if you find any of the following:
• Cloth hand towels/upgraded paper towels missing

• Facial tissue missing
• Soap dispenser empty
• Soap dispenser missing
• Toilet paper missing
PR2601
Public Restrooms Cleanliness - Walls/Doors/Ceiling/Floors/Partitions

CABPR004 Public Restrooms Cleanliness / Low Guest Impact 2
Public Restrooms Condition - Walls/Doors/Ceiling/Floors/Partitions

CABPR005 Public Restrooms Maintenance & Upkeep / Low Guest 2
Impact
Public Restrooms Cleanliness - Toilets/Urinals

Page 338 | 373

Public Restrooms Condition - Toilets/Urinals

Impact
Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

Public Restrooms Condition - Sinks/Vanity/Mirrors

Impact
Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

Public Restrooms Condition - Furniture/Equipment/Décor Items

Impact
Page 339 | 373

Back/Heart of House
Was there clear indication of a compromise in anonymity and attempt to stage any of the
encounters or facilities?

CABBOH010_0 Back/Heart of House Staff Service / Touchpoint Service
Auditor Identity Disclosing or sharing information about an auditor, including any information or photographs that
Criteria may help identify the auditor or auditors with other associates at the property or with other properties, is
considered an attempt to compromise the integrity of the Global Quality audit program and is prohibited. If, for
any reason, property leadership, Franchisee, or Management company representatives share information that
would identify an auditor, then the audit in progress or upcoming audits will be considered compromised and the
audit scores will not be used for the property’s accountable audit. The results will be considered Non-
Accountable and a second (unannounced) audit will be conducted at the property’s expense.
Hotel has been owned or managed by the same owner or management company for the last
13 months

CABBOH001 Back/Heart of House MI Initiatives / Documentation
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
CABBOH001
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),
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keno, animal or sports betting)?

CABBOH024 Back/Heart of House MI Initiatives / Fulfillment
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
CABBOH024
Make a Green Choice (MAGC) Program Not Referenced (EMEA, US/CAN)

CABBOH201 Back/Heart of House MI Initiatives / Fulfillment 0
Criteria Make a Green Choice (MAGC) Program Not Referenced (EMEA, US/CAN)
Mark N/A if hotel is located in AP or CALA
MAGC Program must not be referenced in pre-arrival communication, upon check in, or in hotel or in-room
collateral
CABBOH201
MGS Search Make a Green Choice (OPS-SUS-018)
Straw Usage Throughout Property

CABGEN003 Back/Heart of House MI Initiatives / Fulfillment 4
Criteria Straw Usage Throughout Property
Mark N/A if all restaurants are licensed concepts
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
Page 341 | 373

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
CABGEN003
Pepsi standard is in compliance

CABGEN002 Back/Heart of House MI Initiatives / Fulfillment 16
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
o It is acceptable to have tonic water, club soda, ginger ale & Dr Pepper
o Coke products must not be listed on restaurant menus or offered by associates
o 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
o Does not include banquet storage areas
o Hotel may provide products upon specific guest request (must not be listed on the menu)
•
• (AP, CALA, EMEA): Private label water, if present, cannot come from a Coke bottler
• (US/CAN - AH, FP, GH, LM, SHER, WSTN, W): Complimentary water, if present in guestroom, must
be Aquafina
If present, refreshment center/mini bar:
• Coca-Cola products must not be present

• (AP, CALA, EMEA):
o Pepsi must be present
o Diet Pepsi or equivalent must be present (i.e., Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi
Black, Pepsi Zero)
Retail outlets (e.g., The Market/In A Pinch/Pantry/Gift Shop) must minimally carry required beverages as listed
below:
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
Page 342 | 373

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
MEA
• Pepsi
• 7-Up
US
• Pepsi
• Diet Pepsi
• Mist Twst/Sierra Mist/Starry
• Diet Mountain Dew
• Mountain Dew
• Aquafina (retail only)
CABGEN002
Property does not charge for Housekeeping Services

CABBOH100 Back/Heart of House MI Initiatives / Documentation 0
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)
CABBOH100
Page 343 | 373

MGS Search Arrival & Departure: Check-In Process (OPS-FRO-282
Resort & Destination Fee Policy
Associate Alert Device System Installed (US/CAN)

CABBOH200 Back/Heart of House MI Initiatives / Fulfillment 0
Criteria Associate Alert Device System Installed (US/CAN)

• Hotel does not have Associate Alert Device System Installed
• (Residences): Property is Co-located
Ask for a system user to login to the AAD system dashboard/portal
Mark No if no system user is able to login
CABBOH200
MGS Search OPS-FRO-283P
Associate can explain Marriott Bonvoy member benefits

CABBOH019 Back/Heart of House MI Initiatives / Elite Appreciation 16
Criteria Associate can explain Marriott Bonvoy member benefits
• The hotel is a non-branded property

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)
o 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
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• 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
o MH, JW, DH, AUTO, RH, CY (Outside US/CAN), excluding resorts and hotels without a
lounge
o 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
CABBOH019
Elite Welcome Gift for Platinum Elite, Titanium Elite, and Ambassador Elite members

CABBOH020 Back/Heart of House MI Initiatives / Elite Appreciation 4
Criteria Elite Welcome Gift 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
CABBOH020
Talent participated in department's daily What’s Up meeting
Page 345 | 373

HH2616 Back/Heart of House Staff Service / Branded Service 16
Criteria Talent participated in department's What’s Up daily meeting
All Talent are required to attend the daily What’s Up meeting held in their department and the What’s Up is
posted in the heart of house area
During virtual visit to the Front Desk::
Ask Talent if their department conducted its daily What’s Up meeting today?
• If yes:
o Ask Talent to tell you where the What’s Up Sheet is located
o Ask: tell me at least 3 topics that were discussed today
• If no, randomly select another Talent
Ask questions and Mark No if you find any of the following:
• Talent did not attend the daily What’s Up

• Talent cannot recall 3 discussion topics
• What’s Up Sheet not posted
HH2616
MGS Search HR-021
Talent Recognition Program

HH2611 Back/Heart of House Staff Service / Branded Service 2
Criteria Talent Recognition Program
Talent Recognition Program must minimally include:
• Crushing It/Killing It cards

• Depository for cards
Ask associate:
• To provide a Crushing It/Killing It card

• Show you where the depository for cards is
Review card and depository and Mark No if any of above elements not met
HH2611
MGS Search HR-021
Guest Likes Pad

B2607 Back/Heart of House Brand Promise / Branded Product 2
Criteria Guest Likes Pad
Page 346 | 373

All Talent are required to carry a Guest Likes post-it pad in brand identity
Select 1 Talent
Ask Talent how they report/document guest preferences
• Talent must:
o Know that Guest Likes pad is designed to report/document guests preference, what the
guests like (e.g., allergic to peanuts, loves the local vintage clothing shop next door,
smokes 1 cigar every night at 8 pm, happiest with room near FIT, wants room to be super
cold)
o Carry a Guest Likes pad on their person as part of their wardrobe
▪ If wardrobe doesn’t have pockets, it is acceptable if Talent knows where a Guest
Likes pad is quickly located (e.g., desk drawer, work station)
• Electronic or telephone options are not acceptable
• Talent cannot describe guest preference documentation

• Talent does not have access to Guest Likes pad
B2607
MGS Search HR-021
Signature Music

B2608 Back/Heart of House MI Initiatives / Documentation 2
Criteria Signature Music
The following music vendor must be in use:
• Musicstyling
Check name on installed music players to verify
Mark No if the above is not met
B2608
Graffiti Wall

Criteria Graffiti Wall
The Graffiti Wall is a key part of the Talent Onboarding Program
Talent area/heart of house must minimally include a Graffiti Wall
Graffiti Wall must be in brand identity
Visit Talent area and Mark No if you find any of the above criteria is not met
Page 347 | 373

B2606
Heart of House Signage

Criteria Heart of House Signage
Framed Talent Posters must minimally include:
• (3) Brand
o Brand Mission
o Connector
o Luxury Liberated
• (5) Passion
o STANCE
o SOUND
o SCENE
o TASTE
o BODY
• (4) Personality
o Passionate
o Playful
o Audacious
o Polished
• (6) Service Foundations
o Ace the basics
o All In
o own it
o Show Heart
o Keep it real
o Remix Luxury
• (4) Values
o Originality
o Curiosity
o Momentum
o Daring
B2611
Back/Heart of House Cleanliness

CABBOH031 Back/Heart of House Cleanliness / Low Guest Impact 2
Criteria Back/Heart of House Cleanliness
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
Page 348 | 373

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
CABBOH031
Marriott Environmental Sustainability HUB (MESH)

Criteria Marriott Environmental Sustainability HUB (MESH)
• Marriott Environmental Sustainability HUB (MESH) site is unavailable due to technical issues
• Ownership change occurred 1 month prior to visit
• Newly opened property within the last 16 months
MESH is Marriott's consolidated utility platform. Properties are required to track consumption through submitting
invoices to MESH (or to enter data manually where invoice submission is not available) to have metrics
populate within the tool. They are also required to provide various property attributes (e.g., total conditioned
space in sq. ft or sq. m). The information housed in MESH is used in various sales channels to drive business
for a hotel.
Marriott Environmental Sustainability HUB (MESH) must meet the requirements below. Additional information
on compliance can be found on the MESH landing page and MGS:
• Be in use
• Include hotel's name
• Include data from the following metrics:
o Carbon Intensity must show a numeric value and the background color must not be gray
▪ If the attribute “Reportable - Energy” is False skip this check
o Water Intensity must show a numeric value and the background color must not be gray
▪ If the attribute “Reportable - Water” is False skip this check
▪ It is acceptable for properties in Quebec to not have a reading for Water Intensity
o Energy Intensity must show a numeric value and the background color must not be gray
▪ If the attribute “Reportable - Energy” is False skip this check
o 90%+ Complete Sustain Responsible Operations (SRO) tracker
Documentation/verification must be completed in MESH
If a property feels they should be classified as non-reportable for Energy or Water, please contact
GOSEngineering@Marriott.com. This only applies to sites who have no means of obtaining or estimating
usages. If a property does not contact GOSEngineering prior to their audit, they will be responsible for all MESH
metrics being evaluated within this question.
Ask Manager (e.g., Front Office manager, Engineer or GM) to:
• Log on to MESH to access the dashboard

• Verify data/metrics are present for:
o Carbon Intensity, Water Intensity, Energy Intensity and the background color is not gray
▪ Note: If hotel has unreportable data for Carbon Intensity, Water Intensity, and/or
Energy Intensity, those specific metrics do not need to be evaluated
o Sustain Responsible Operations (SRO) tracker is 90% or greater
Page 349 | 373

o Attributes labeled as Complete with a green background
CABBOH023
MGS Search OPS-ENG-047
Point of Sales (POS)

Criteria Point of Sales (POS)
• 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
o Versions 2.9, 18.2, or higher
o 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:
o mi.simphony.net or miemc.simphony.net
o stwdtrans.microsdc.com
o mar2-ohsim-sim.oracleindustry.com
o 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:
o https://hq.hero-cloud.com/accounts/marriott
o https://hq.hero-cloud.cn/accounts/marriottcn/
o https://eu-hq.hero-cloud.com/accounts/marriottemea/
Page 350 | 373

Mark No if one of the above solutions is not present
CABBOH026
Rooms Preventative Maintenance (RPM) Program

Criteria Rooms Preventative Maintenance (RPM) Program
• Hotel has opened within the last 12 months

• Hotel has provided documentation that an owner or management company change has occurred
within the last 90 days
• System is unavailable due to technical issues
Guestrooms must be free of defects, well-maintained, functional; kept in like-new condition, including all guest
offerings. The Rooms Preventative Maintenance (RPM) Program includes three components: General Clean
(GC), Preventative Maintenance (PM) and Carpet Cleaning.
General Clean (GC), Preventative Maintenance (PM) and Carpet Cleaning must be executed in each
Guestroom and tracked a minimum of three (3) times within the last 12 months
Once in each of the following periods:
• Jan, Feb, Mar, Apr

• May, Jun, Jul, Aug
• Sep, Oct, Nov, Dec
OR
• Once every 17 weeks
Randomly select a room
Ask to see documentation and verify:
Both GC and PM have been performed at least 3 times within the past 12 months, and at a minimum once
every 4 months (17 weeks)
• It is acceptable for the GC and/or RPM/PM process to be completed within 2 weeks of each other for
the same room
The carpet has been cleaned at least 3 times within the past 12 months
• If only rugs are present, evaluate the rugs as if they are carpets
• If no carpets or rugs are present, only evaluate GC and PM
Marriott Managed properties must use Transcendent to schedule, track and document activities. The
Transcendent Job Aid will assist properties with providing the required reports.
Franchise properties may use any form of documentation but documentation presented must show each of the
following tasks were completed:
• General Cleaning (GC)

• Preventative Maintenance (PM)
• Carpet Cleaning
If a room was unavailable for any period of time (e.g., renovation), no RPM program documentation is needed
during that time period. However, all 3 components of the RPM program must still be documented during the
time when room is available to be occupied by guests (e.g., room renovation May-Jun, all components of the
Page 351 | 373

RPM program must be documented in Jan-Apr and Jul-Dec).
CABBOH022
MGS Search OPS-ENG-023
guestVoice Alert Response Rate

Criteria guestVoice Alert Response Rate
• 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
• Hotel opened within the last 90 days
• 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
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.
o Guest Satisfaction Survey (GSS); triggered by scores < 6
o Marriott Verified Reviews (MVR); triggered by scores < 3
o 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)
CABBOH005
Page 352 | 373

MGS Search OPS-GQA-006
Quarterly Global Food Safety Audit (GFSA) is completed and documented

CABFS108_2 Back/Heart of House MI Initiatives / Documentation 16
Criteria Quarterly Global Food Safety Audit (GFSA) is completed and documented

• All Kitchen Facilities were under complete renovation and not available for food production during the
previous completed quarter
• Hotel provided documentation that an owner or management company change occurred within the
last 90 days
• Local code prohibits/supersedes any standard, documentation must be provided to verify
• QA website was unavailable due to technical issues
• Hotel open less than one complete quarter
Hotel must complete a Global Food Safety Audit (GFSA) self-inspection each calendar quarter
• Quarters are as follows:

o 1st Quarter: January-March
o 2nd Quarter: April-June
o 3rd Quarter: July-September
o 4th Quarter: October-December
GFSAs must be completed and uploaded to the QA website
A printed GFSA will not be acceptable
Ask to see documentation of most recent GFSA
• Verify quarterly GFSA was completed and uploaded for the most recently completed quarter
• Documentation must only be in one of the specific electronic forms listed below:
o Global Food Safety Audit - Summary Results (electronic)
o Global Food Safety Audit - Detail Results (electronic)
It is acceptable to use the prior year's form during Q1 only
Q2, Q3, Q4 must use current form
• Documentation not available

• Paper forms only available
• Incorrect form used
• Requested GFSA not conducted or documented
• GFSA not uploaded to QA website
CABFS108_2
BSA Property Prework Form Completed

Page 353 | 373

Criteria BSA Property Prework Form Completed
• Hotel did not complete the June BSA Property Prework Form
• Hotel opened in the same month that the BSA Property Prework form was due
Properties must have completed the BSA Property Prework for Wave 2 2023 by 5:00 PM Eastern on June 30,
2023 in order to receive 4 bonus points on their Wave 2 2023 BSA. This will display on the Debrief Report as 4
points earned out of 0 points possible if completed on time. If not completed by the deadline, the score will show
as 0 points earned out of 0 points possible.
Mark Yes if hotel completed their prework by the June 30 5pm EST deadline
CABBOH003
MGS Search BSA MGS Page
Page 354 | 373

Digital Guest Experience
Average Chat Response Rate Percentage

CABBOH017 Digital Guest Experience MI Initiatives / Documentation 4
Criteria Average Chat Response Rate Percentage
• 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).
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
o Chats Responded to in Goal Time %
Mark No if the Chats Responded to in Goal Time % metric is not green on the performance report
CABBOH017
Empower: Guest Experience (GXP) Usage

Criteria Empower: Guest Experience (GXP) Usage
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
• Manage minimum property GXP setup to ensure proper GXP adoption
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) and meet GXP Setup Health Check Dashboard requirements listed within GXP.
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.
performance report:
Page 355 | 373

• Verify the below metric is "GREEN" on the report

o Cases Closed within Guest Expectations %
Locate the GXP Setup Health Check Dashboard in GXP:
• Select drop down menu and select GXP Setup Health Check
o Ensure dashboard is refreshed displaying most recent results.
• Verify the below metrics are “GREEN” on the Dashboard.
o Property Admin (min 2 users)
o Access to CEC Sensitive Cases (min of 2 users)
o Active Escalation rules (min of Chat, CEC, sensitive CEC, Feedback)
• No case was logged

• Case was not closed
• Cases Closed within Guest Expectations % metric is not green on performance report
• Any of the following GXP Setup criteria reflect red:
o Property Admin
o View CEC Sensitive Cases
o Active Escalation Rules
CABBOH230
Mobile Key Compliance

Criteria Mobile Key Compliance
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 room, public space)
As applicable, confirm functionality by opening via Mobile Key:
• Guest room
• Public space (e.g., exterior entrance, elevator, fitness center)
performance report:

• Verify the “Mobile Key Compliance” column
o If marked N/A, no points are added or deducted, mark N/A
o If marked Not Compliant, deduct 16 points
• If marked Compliant, Verify the below metric is “GREEN” on the report
o Above / (Below) Target under Mobile Keys Delivered %
• Mobile Keys Delivered % metric is not green on the performance report

• Mobile Key not functioning
CABBOH029
MGS Search OPS-FRO-282F
Page 356 | 373

Pre-arrival Planning Program

Criteria Pre-arrival Planning Program
• 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 actionable insights guests (e.g.,
Elite members, guests with preferences, historic defects and requests, celebrating special occasions)
prior to arrival
• Ensure all high actionable insight 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).
performance report:

• Verify the below metrics are "GREEN" on the report
o % of guests with high actionable insights reviewed
CABBOH032
Global Property Network Standard (GPNS) technical solution is installed

CABBOH004_2 Digital Guest Experience MI Initiatives / Documentation 16
A
Criteria Global Property Network Standard (GPNS) technical solution is installed
• Hotel has signed contract or order to install GPNS, and the installation has not been completed yet
the last 90 days
• (AP, EMEA, US/CAN): Hotel is non-branded
• (CALA, US/CAN): Hotel brand is AUTO or TRB
MR/RC Brand hotels must have the Global Property Network Standard (GPNS) technical solution installed
Ask associate to:
• Log-on to Marriott Global Source

• From MGS home page:
o 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
Page 357 | 373

• 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:

o 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"):
o (AP, CALA, US/CAN): Version must be on/after 2018
o (EMEA): Version must be on/after 2019
It is acceptable if:
• 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
CABBOH004_2A
MGS Search OPS-TECH-002
Hotel has the minimum required internet bandwidth for guestroom internet access

CABBOH002_2 Digital Guest Experience MI Initiatives / Documentation 16
Criteria Hotel has the minimum required internet bandwidth for guestroom internet access
• Hotel brand is GH or PH
Hotels must follow minimum internet bandwidth requirements as communicated by both the standard and the
continent teams, as per the standard
Page 358 | 373

Ask the GM:
• How many rooms are at the hotel
Ask associate to:
• Log-on to Marriott Global Source

o 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
o 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):

o (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)
o (CALA): Country specific as the providers vary for each country in the region
o (EMEA): Providers are usually unique to each country. Examples include, but are not
restricted to Esferize, FourteenIP, GuestTek, Hoist, interTouch, Mikenopa and Reivernet
o (US/CAN): AT&T, Verizon, XO Communications, CenturyLink, etc.
• Examples of LAN Service Providers (LSPs; ALTERNATIVE OPTION):
o (AP): GuestTek, InterTouch, Linkbroad, NEC, Reivernet
o (CALA): GuestTek, Hotspot, Single Digits, Nimbus
o (EMEA): Acentic, FourteenIP, GuestTek, Hoist, Mikenopa, Acentic, GuestTek, Hoist,
InterTouch, Reivernet
o (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, EMEA
• 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)
Page 359 | 373

CALA
• 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)
o 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 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
US/CAN
• >1500 rooms - 600 Mbps

• 1000-1499 rooms - 450 Mbps
• 500-999 rooms - 300 Mbps
• 150-499 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
CABBOH002_2
MGS Search OPS-TECH-002
Guestroom Entertainment Platform (EMEA, US/CAN)

CABBOH011 Digital Guest Experience MI Initiatives / Fulfillment 16
Criteria Guestroom Entertainment Platform (EMEA, US/CAN)
• 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, ED, NB, 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)
Page 360 | 373

• (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

• (US/CAN): OTT Entertainment application installed by confirming access to Netflix
• (US): Channel line-up present by confirming Hallmark channel available
Mark No if any above criteria is not met
CABBOH011
Page 361 | 373

Training
Cleaning Learning is conducted and documented for all Housekeeping associates (CALA,
EMEA, US/CAN)

CABBOH006 Training MI Initiatives / Fulfillment 2
Criteria Cleaning Learning is conducted and documented for all Housekeeping associates (CALA, EMEA,
US/CAN)
• Hotel is located in AP
• All Housekeeping associates hired within the last 90 days
All Housekeeping associates (within 90 days of hire) must complete the required cleaning learning
Select (1) housekeeping associate:
• In position at least 90 days

• On hotel's payroll
Associate must be able to answer basic questions on program implementation at the hotel
CABBOH006
MGS Search OPS-HKP-265D
Marriott Bonvoy Training is conducted and documented

CABBOH025 Training MI Initiatives / Documentation 4
Criteria Marriott Bonvoy Training is conducted and documented
• Hotel is open less than 90 days
• All associate hire dates within the last 90 days
• Hotel is a non-branded property
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)
• In position at least 90 days

• On hotel's payroll
Page 362 | 373

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
CABBOH025
W Hotels Training is conducted and documented

HH2614 Training MI Initiatives / Documentation 16
Criteria W Hotels Training is conducted and documented
• Hotel is open less than 90 days
• HH2612 is evaluated
W Onboarding Program consists of 4 training programs:
• Welcome to W Hotels (mHub/DLZ #1196165) - must be completed and documented for all new
Talent beginning on the first day of work
• W Service Foundations (mHub/DLZ #1196166)
• Whatever/Whenever Pro (mHub/DLZ #1196167)
• Whatever/Whenever Pro + (mHub/DLZ #1196168)
Select (1) Talent hired after June 1, 2021:
• Do not select Talent not on hotel's payroll
Verify documentation is present and in (1) of the following forms:
• Reporting > Digital Learning Zone

• My History (transcript) > Digital Learning Zone
• Student Training History and Compliance report > mHUB Reports & Analytics
• Certificate of Completion > Learning in mHUB
Confirm that selected Talent has completed documentation for Welcome to W Hotels and Mark No if any of the
following:
• W Service Foundations and Whatever/Whenever Pro training program not conducted

• W Service Foundations and Whatever/Whenever Pro training not conducted/documented in
mHub/DLZ for selected Talent
HH2614
MGS Search HR-021
Department Luxury Basics (DLB) meetings held monthly
Page 363 | 373


HH2612 Training Staff Service / Branded Service 16
Criteria Department Luxury Basics (DLB) meetings held monthly
Mark N/A if HH2614 is evaluated
To support the Whatever/Whenever Remastered program, hotels must minimally:
• Conduct monthly department meetings for all departments

• Conduct Department Luxury Basics (DLB) meetings every other month for Welcome,
Whatever/Whenever, Style, B&F departments
Departmental meetings are to cover Department Luxury Basics (DLB). Talent should know the DLB
topic discussed in their last department meeting.
Mark No if:
• Hotel is not conducting monthly and/or semimonthly meetings as required

• Hotel is not covering the DLB as required
• Talent was not able to name the topic covered in last DLB meeting
MGS Search HR-021
Page 364 | 373

Fire Protection/Life Safety
Randomly selected Fire/Life Safety item is compliant

CABPC006-e Fire Protection/Life Safety MI Initiatives / Safety & Security 0
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
CABPC006-e
Page 365 | 373

Food Safety
Personal hygiene procedures are followed

CABFS101 Food Safety MI Initiatives / Safety & Security 0
Criteria Personal hygiene procedures are followed
• Facility is under complete renovation and not available for guest use
This item will be evaluated whenever it is encountered or observed during the BSA process, including the
evening service experience (e.g., if an unsanitary practice was observed during the evening Lounge experience,
this would be evaluated and scored as part of the food safety evaluation)
Personal hygiene must include:
• No bare hand contact with ready-to-eat-foods

• No eating, drinking, smoking, or tobacco use in areas with exposed food, food contact surfaces, food
contact packaging
o It is acceptable if closed beverage containers (e.g., sports bottles, cups with lids, cups with
lids and straws) are present as long as stored below or adjacent to work stations so they
cannot contaminate the food and food contact surfaces
• All dedicated hand washing sinks are stocked (disposable towels or air dryer, soap, trash can
nearby), hot and cold water supplied, and accessible (not blocked, used for food prep)
The following additional hygiene measures must be followed, but will not be evaluated during the third party
evaluation process:
• All associates washing hands following:

o Touching face, hair
o Using restrooms
o Touching raw food product
o Changing gloves
• No associates working who display symptoms of illness:
o Diarrhea
o Vomiting
o Fever
o Sore throat with fever
o Jaundice (yellowing of the eyes)
CABFS101
Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding
devices

Criteria Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices
Page 366 | 373

• No food items present
Cold foods must be held at or below 41F (5C)
Select cold unit/units (walk-in, reach-in, cold holding units, salad bars, ice wells):
• (AC, AH, ELMT, FF, RI, SHS, TPS): (1) Refrigerator

• (AUTO, CY, DH, ED, FP, JW, LC, LM, MH, MX, NB, PH, RC, RCC, RH, SHER, SR, TRB, W, WSTN):
(2) Refrigerators/cold holding units
• (GH): (2) Refrigerators/cold holding units per kitchen
o If multiple kitchens, check (2) units per kitchen
▪ Bakery/Pastry Shop/Butcher/Garde Manager, cafeteria/canteen are considered
separate kitchens
Check (2) temperatures per unit
If hotel uses optional Time in Lieu of Temperature procedures:
• When potentially hazardous food products are on display (e.g., buffet (boiled eggs, salmon), omelet
cooking station (ham, bacon)) and temperature is out-of-range:
o Ask to see HACCP Form A-20
o Verify food product evaluated is:
▪ Listed on HACCP Form A-20
▪ "Time item is displayed" listed is less than (4) hours from current time
• (2) or more products are 42-55F (6-13C)

• Any product is over 55F (13C)
• Time in Lieu of Temperature is used and no food items are documented
• Time in Lieu of Temperature is in place and HACCP Form A-20 is not used
• Time in Lieu of Temperature is in place and log entry not filled out correctly
• Time in Lieu of Temperature is in place and documentation not 90%+ complete
CABFS103
Dishwashing machines properly maintained and operated

Criteria Dishwashing machines properly maintained and operated
• Hotel does not have a dishwashing machine
Test using a thermometer or strips that are not damaged
For Low temp machines:
• Test only once using non-damaged strips used by hotel to test sanitizer level
• Run machine with full rack of equipment, plates or glasses
• Immerse strip for exactly the specified time in water on plate, glass or equipment
o Do not agitate the test strip
o Do not contact foam on top of the solution
• Verify concentration of chemical sanitizer is at proper level (e.g., Chlorine: 50-100 ppm) as indicated
Page 367 | 373

on test strip scale
For High temp machines:
• Test only once using a thermometer or strips

• Non-chemical sanitizing in a dishwashing machine must be at 160F (71C) on dish surface
• If machine has not been used recently, run it through a cycle or two (2) before testing
• Test High temp machines:
o Attach a 160F (71C) test strip, heat tape using a plate or fork or use a waterproof
thermometer.
o Run tape or waterproof thermometer through the machine
o Check heat tape for activation or thermometer for correct temperature of the food contact
surface in the machine
Randomly select (1) dish machine in the food and beverage area (All brands except GH)
Randomly select (3) dish machines in the food and beverage areas (GH)
• High temp machine - heat tape is not activated or required temperature is not achieved
• Low temp machine - chemical sanitizer not in correct range
• Low temp machine - hotel does not have a method to test the dish machine sanitizer (e.g., test strip)
• Dish machine is not functioning or out of order
CABFS105
Ice Machines are clean and in good condition

Criteria Ice Machines are clean and in good condition
(All brands except GH): Randomly select (1) ice machine in the food and beverage area
(GH): Randomly select (3) ice machines in the food and beverage areas
Ask Engineering associate to remove inspection panel of ice machine to observe cleanliness of all ice/water
contact surfaces
Check ice contact areas of bins, doors, drop guards, interior of ice machine, gaskets and ice scoops
• Interior of ice machine dirty

• Mold, mildew or fungus on ice/water contact areas
• Rust on the inside of ice machine or ice/water contact areas
• Access to inside of ice machine is not available
CABFS102
Page 368 | 373

Facility is clean and in good condition

Criteria Facility is clean and in good condition
This item will be evaluated whenever it is encountered or observed during the BSA process, including
the evening service experience (e.g., if an unsanitary practice was observed during the evening Lounge
experience, this would be evaluated and scored as part of the food safety evaluation)
As you walk through the facility evaluate the cleanliness and condition of food contact surfaces, equipment, and
non-food contact surfaces
Check baseboards, cabinets, ceilings, counters, doors, drains, drain covers, floors (grout lines), equipment,
grease traps, hardware, mats, outlet covers, switch plate covers, tables, vents, walls, and windows in all food
production, food service, food storage and food transportation areas of the operation
There should be no evidence of pests including:
• Active cockroaches or rodents

• (5) or more pests in a small area (e.g., (6) fruit flies in drain)
• Evidence of pests breeding
• Birds nesting inside building
• Trailing ants in food preparation area
• Dead pests
• (5) or more cleanliness or condition issues were observed or encountered

• Any evidence of pests
CABFS104
Cross-contamination prevention procedures are followed

Criteria Cross-contamination prevention procedures are followed
This item will be evaluated whenever it is encountered or observed during the BSA process, including
the evening service experience (e.g., if an unsanitary practice was observed during the evening lounge
experience, this would be evaluated and scored as part of the food safety evaluation)
To be Compliant:
• Hotel must store items with the highest cooking temperature requirement on the bottom shelf of the
refrigerator and place food items with lower cooking temperature requirements above these items
• Food storage and preparation areas must not be located below physical hazards that could fall into
Page 369 | 373

food
o Examples of such hazards include but are not limited to: raw animal products above ready-
to-eat foods, commingling raw animal species, and thumb tacks/staples
• Chemicals cannot be stored above food or food contact surfaces
• Cross-contamination or potential for cross-contamination cannot exist with food or food contact
surfaces
• Food cannot be stored or thawing in a dedicated hand washing sink
Mark No if any of the following are observed or encountered:
• Raw animal products stored above or commingled with ready-to-eat products

• Food items with higher cooking temperature requirements stored over food items with lower-cooking
temperature requirements
• Physical hazards that would present an imminent health hazard, such as push pins used directly
above food prep surfaces
• Chemicals stored above food or food contact surfaces
• Cross-contamination or potential for cross-contamination exist with food or food contact surfaces
• Food stored or thawing in a dedicated hand washing sink
CABFS107
Temperature Logs and Training documentation is completed and available for review

Criteria Temperature Logs and Training documentation is completed and available for review

the last 90 days
• All associate hire dates within the last 60 days when evaluating hourly food safety training
• All manager hire dates within the last 60 days when evaluating management food safety certification
Review documentation from last inspection, re-inspection, owner/management company change or opening/re-
opening date forward
• Hotel must provide documentation of owner/management company change
Select (1) of the following (6) documentation items to review
1) Proof of Food Safety training for all culinary food handling associates
All food handlers (e.g., cook) must minimally be:
• Trained
• Re-trained every 2 years
Food handler is an associate who is involved in the preparation of food/food products either from scratch or
convenience items (e.g., cook)
Select (1) (GH 5) hourly culinary staff member in current position at least 60 days
Ask to see documentation that the selected culinary staff is food safety trained within the last 2 years
Any food safety training is acceptable, the most common examples are:
• Governmental or local food handler training
Page 370 | 373

• ServSafe Food Handlers

• MenuTrinfo LLC - National Food Handler
• Management certification program (e.g., ServSafe)
o It is acceptable for management certifications to be valid for the entire length of certificate
(e.g., 5 years) without re-certifying or additional training every 2 year
▪ Certificate must state program is a Management program to not require
additional training every 2 years
Documentation may be in any form, the most common examples are:
• Roster
• Training certificate
• Completion documentation
• Training not conducted or documented

• Training documentation more than 2 years old
2) The appropriate managers are Food Safety Certified through an approved program
Review documentation from last inspection, re-inspection, owner/management company change or opening/re-
opening date forward
• Hotel must provide documentation of owner/management company change
Management staff must minimally complete management food safety certification
• Minimum number of Food Safety certified management (positions vary by hotel, equivalents
acceptable):
o (AC, AH, ELMT, FF, SHS, TPS): (1) Manager
o (CY, FP, MX, RI): 250 rooms/suites or less:
▪ Chief Engineer (management or salaried), GM, other manager (or other hourly
staff if only (1) management position on property)
o (CY, FP, MX, RI): 251 rooms/suites or more:
▪ Chief Engineer (management or salaried), Assistant GM, other managers (or
other hourly staff if only (1) management position on property)
o (AUTO, DH, GH, JW, LC, LM, MH, NB, PH, RC, RCC, RH, SHER, SR, W, WSTN):
Assistant Engineer, Banquet Chef, Chief/Executive Steward, Culinary managers, Director
of Engineering, Executive Chef, Restaurant Managers, Sous Chefs
• Current (5 years from validation date), from an approved certification training program (in-person or
online)
Food handler certification or proof of training (e.g., roster, training documentation) is not acceptable
Ask to see certificates of managers in current position at least 60 days:
• (AUTO, CY, DH, FP, GH, JW, LC, LM, MH, MX, NB, PH, RI, RC, RCC, RH, SHER, SR, W,
WSTN): Select (2) Management staff from the list above
• (AC, AH, ELMT, FF, SHS, TPS): Ask to see certificate for the certified manager
• (GH): Select (5) Management staff from the list above
US
Management food safety certification must only be from one of the following certifying bodies:
• NRFSP (National Registry of Food Safety Professionals)

• ServSafe (National Restaurant Association/Educational Foundation)
• Learn2Serve 360 Training.com, Inc.
• Above Training /State Food Safety.com - Certified Food Protection Manager
• The Always Food Safe Company, LLC - Food Production Manager Certification
• IAA Food Handler - Certified Food Protection Manager
City/County/State certifications may not be substituted unless logos of one of the above certifying bodies is
present
Documentation must be management certificate
AP, CALA, CAN, EMEA
Documentation may be from any certifying body
Page 371 | 373

ALL CONTINENTS
• Certificates not from approved program (US)

• Certificates not on file and available for review
• Certificates older than 5 years
• Required staff not certified in approved program
3) Culinary managers are properly trained in food allergy awareness and know how to avoid cross-
contact during food preparation and service
Food allergy training must minimally be completed by:
• (AUTO, CY, DH, GH, JW, LC, LM, MH, PH, RC, RCC, RI, RH, SHER, SR, W, WSTN): (2) Culinary
managers
• (AC, AH, ELMT, FF, FP, MX, SHS, TPS): (1) Manager
Any food allergy training is acceptable from any date or year
• Examples include:
o AllerTrain or AllerTrain Lite by Menu Trinfo LLC
o On-line, self-directed or classroom training
Ask which managers are trained in food allergy training
Ask to see training certificates of managers in current position at least 60 days:
• (AUTO, CY, DH, GH, JW, LC, LM, MH, PH, RC, RCC, RI, RH, SHER, SR, W, WSTN): (2)
Management staff
• (AC, AH, ELMT, FF, FP, MX, SHS, TPS): (1) Manager
Mark No if required number of managers do not have proof of training
4) Refrigerator and freezer temperature logs (HACCP Log A-3) are completed and on file for the past 3
months
Hotel may use any form (electronic or paper)
If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper logs/forms must be completed
Log must minimally record:
• Date
• AM internal temp
• PM internal temp
• Corrective Action (if temperature out-of-range)
o Refrigerator temperatures above 41F (5C) are considered out-of-range
o Freezer temperatures above 5F (-15C) are considered out-of-range
Select (1) refrigerator and (1) freezer
Select (1) week (7 consecutive days) within the past 3 months
• Corrective action field not completed

• Documentation not available for review
• Documentation not 90%+ complete
• Log entry(s) not filled out correctly
• Temperatures out of guidelines have not corrective actions
5) Temperature Logs (HACCP Log A-1) for cooking, holding and reheating food items are completed
and on file for the past 3 months
Do not select this item is hotel does not cook, hold or re-heat food items
Page 372 | 373

• Date
• Food item
• Time
• Temperature
o For cooking temperatures: temperatures below minimal internal cooking limits listed on Log
A-1 are considered out of range
o For reheating temperatures: below 165F (74C) are considered out of range
o For holding temperature: hot holding below 135F (57C) or cold holding above 41F (5C) are
considered out of range
Select (1) kitchen and (1) meal period for 1 week (7 consecutive days) within the past 3 months
Review documentation and check all fields are correctly completed for selected entries
• Corrective action field not completed for out-of-range temperatures

• Temperatures out of guidelines have no corrective actions
6) Food Cooling Logs (HACCP Log A-2) are completed and on file for the past 3 months
Do not select this documentation item if hotel does not re-heat food
• Date
• Food item
• Temp at start
• Temp #1 (after 1 hour)
• Temp #2 (after 2 hours)
• Temp #3 (after 4 hour)
• Temp #4 (after 6 hours)
o Temp #2 (after 2 hours) above 70F (21C) are considered out-of-range
o Temp #4 (after 6 hours) above 41F (5C) are considered out-of-range
Select (3) cooling log entries within the past 3 months
Review documentation and check all fields are correctly completed for selected entries
• Corrective action field not completed for out-of-range temperatures

CABFS100
Page 373 | 373


Marito Bsa For Managers

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Marito Bsa For Managers

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA

2023 Brand Standards Audit

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Pre-Arrival Reservations ..................................................................................................................... 3

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Personalized Pre-Stay Communication

Q# Group Category / Area To Address Points

Criteria Personalized Pre-Stay Communication

Pre-stay communication must minimally be:

MGS Search OPS-FRO-293A

Hotel responded to guest request with Insider information

Q# Group Category / Area To Address Points

Criteria Hotel responded to guest request with Insider information

Hotel must minimally:

• Respond to guest within 24 hours

MGS Search OPS-FRO-293A

Enter position of talent who responded to email

Q# Group Category / Area To Address Points

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Criteria Enter position of talent who responded to email

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

MGS Search OPS-FRO-175

Telephone - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

MGS Search OPS-FRO-175B

Talent must Remix Luxury

Q# Group Category / Area To Address Points

Criteria Talent must Remix Luxury

Mark No if personalized service not delivered during interaction

MGS Search HR-205

Talent must “Keep It Real” and bring their personality to work

Q# Group Category / Area To Address Points

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

Mark No if you encounter or observe any of the above not met

MGS Search HR-205

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

This means being knowledgeable and confident in interaction

MGS Search OPS-FRO-175

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

MGS Search OPS-FRO-175B

Telephone - Proactive additional assistance offered to the guest

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Q# Group Category / Area To Address Points

Criteria Telephone - Proactive additional assistance offered to the guest

• May I assist you with anything else?

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

MGS Search OPS-FRO-175

Q# Group Category / Area To Address Points

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

Criteria Rate Emotional Engagement with interaction