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Brand Standards 2013

This document is an audit of various areas and services of a hotel property. It contains audit items for guestrooms, restaurants, spas, front desk, housekeeping, pools, and many other areas. The audit covers items from January to June 2013 and provides Marriott standards to measure against unless overridden by local laws.

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0% found this document useful (0 votes)

1K views331 pages

Brand Standards 2013

Uploaded by

carloss.carreon85

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 331

RC-BSASELFAUDIT-2013-JAN-JUN-V1

January – June 2013

PLEASE NOTE: FOR ANY AUDITABLE LINE ITEM LISTED ON THIS BSASELFAUDIT, IT WILL BE MEASURED TO MARRIOTT
INTERNATIONAL STANDARD UNLESS LOCAL CODE, ORDINANCE OR LAW WOULD PREVAIL

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Guestroom - Reservation ........................................................................................................................................................................... 3

Restaurant - Reservation .......................................................................................................................................................................... 11
Spa - Reservation ..................................................................................................................................................................................... 16
Front Entrance Arrival/Valet Arrival ....................................................................................................................................................... 21
Check-In .................................................................................................................................................................................................. 26
Bell - Arrival ............................................................................................................................................................................................ 34
Bar/Lounge .............................................................................................................................................................................................. 41
Restaurant - Breakfast .............................................................................................................................................................................. 52
Restaurant - Dinner .................................................................................................................................................................................. 65
Restaurant - Facility ................................................................................................................................................................................. 80
In-Room Dining ....................................................................................................................................................................................... 82
Wake-Up Call .......................................................................................................................................................................................... 90
Housekeeping - Day Service .................................................................................................................................................................... 92
Housekeeping - Turndown Service .......................................................................................................................................................... 99
Rapid Response ...................................................................................................................................................................................... 102
Lobby Concierge .................................................................................................................................................................................... 107
Club Lounge .......................................................................................................................................................................................... 114
Business Center...................................................................................................................................................................................... 130
Retail Shop ............................................................................................................................................................................................. 140
Fitness Center ........................................................................................................................................................................................ 149
Pool ........................................................................................................................................................................................................ 161
Beach ..................................................................................................................................................................................................... 172
Valet Laundry ........................................................................................................................................................................................ 179
Spa - Arrival........................................................................................................................................................................................... 183
Spa - Treatment ...................................................................................................................................................................................... 192
Spa - Departure ...................................................................................................................................................................................... 199
Spa - Facility .......................................................................................................................................................................................... 208
Bell - Departure ..................................................................................................................................................................................... 216
Check-Out .............................................................................................................................................................................................. 222
Service General ...................................................................................................................................................................................... 227
General Bedroom ................................................................................................................................................................................... 228
Bedroom #1............................................................................................................................................................................................ 229
Bathroom #1 .......................................................................................................................................................................................... 245
Bedroom #2............................................................................................................................................................................................ 252
Bathroom #2 .......................................................................................................................................................................................... 268
Bedroom #3............................................................................................................................................................................................ 275
Bathroom #3 .......................................................................................................................................................................................... 291
Exterior .................................................................................................................................................................................................. 298
Lobby ..................................................................................................................................................................................................... 299
Elevator .................................................................................................................................................................................................. 306
Corridors ................................................................................................................................................................................................ 307
Meeting .................................................................................................................................................................................................. 310
Public Restrooms ................................................................................................................................................................................... 312
Heart of House ....................................................................................................................................................................................... 316
Food Safety ............................................................................................................................................................................................ 320
Property Certification............................................................................................................................................................................. 329

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

RES801
2 Enter Reservation Agent name(s) Guestroom - Service Execution:
Reservation Pre-Arrival

RES802
3 Main hotel telephone answering meets standard 2 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if reservation or inquiry call was not made

The hotel main telephone number must be answered by a live person in 3 rings or less using the approved script

A live voice must answer with one of the following scripts

"Good morning/afternoon/evening, The Ritz-Carlton (use of appropriate hotel name), how may I help you/assist
you/direct your call?"
o A seasonal greeting is acceptable
o It is acceptable for hotels to answer in the local language

Place call and mark NO if you find any of the following:

Proper scripting not used

Telephone not answered with live voice
Telephone not answered in 3 rings

RES803
4 Reservation Agent offers proper greeting 2 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if reservation or inquiry call was not made

Employee must:

Provide a warm greeting with a smile in their voice

Introduce self during initial greeting
Use department name during greeting
Thank guest for calling during greeting
Offer assistance during greeting
Use guest name during the call
Avoid dead space

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Call reservations and mark NO if any of the above criteria is not met

RES804

5 If caller is placed on hold, total hold time does not exceed 3 4 Guestroom - Service Execution: Yes No N/A
minutes pts Reservation Pre-Arrival
Mark N/A if:

A reservation or inquiry call was not made

The call is not placed on hold

Employee must:

Request permission to place the call on hold

Wait for caller's permission to place the call on hold
Thank the caller before placing the call on hold

Hold time is no longer than 3 minutes

Mark NO if you find any of the following:

Employee does not request permission before placing the call on hold
Employee does not wait for a positive response
Employee does not thank the caller before placing the call on hold
Employee does not offer an apology upon returning to the call
Call is on hold for more than 3 minutes

RES805
6 Reservation Agent offers to book reservation 16 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if reservation or inquiry call was not made

Employee must:

Ask for dates of stay

Describe any packages/rates available
Describe room types
Quote rates and inclusions
Assume the sale (e.g. "Which of those rooms would you like me to book for you?")

Interact with employee and mark NO if any of the required standards were not met

RES806
7 Reservation Agent attempts to up-sell to Club room 2 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Attempt to up-sell to Club room

o It is acceptable a Club rooms is not offered due to sold out situation
Describe the food and beverage presentations and the services available on the Club floor (if applicable)
Quote rates and inclusions
Assume the sale (e.g. "Which of those rooms would you like me to book for you?")

Interact with employee and mark NO if any of the required standards were not met

Hotels without club floor: Coconut Grove, Georgetown, Kuala Lumpur

RES807
8 Reservation Agent is knowledgeable about the property 16 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Employee must explain property features and services:

Describe restaurant(s)
Explain availability of In-Room Dining (e.g. mentions hours of In-Room Dining)
Mention resort fee (if applicable) (see hotel list below)
Mention valet parking fee (if applicable)

Ask employee about the hours of operation of one of the facilities

Agent knows the hours of operation of the facilities

Interact with employee and mark NO if you encounter or observe any of the following:

Additional fee(s) not mentioned

Hours of operation not known
In-Room Dining availability not explained
Restaurant(s) not described

Hotels approved to charge Resort fees: Bachelor Gulch, Grand Cayman, Half Moon Bay, Jamaica, Kapalua, Laguna Niguel, San
Juan, St Thomas, Dove Mountain, Lake Tahoe

RES808-k
9 Reservations Agent questions effectively to book 4 Guestroom - Service Execution: Yes No N/A
reservation pts Reservation Pre-Arrival
Mark N/A if reservation call not made

Employee must:

Ask you purpose of trip and respond accordingly

o Business – describes Business Center and internet options

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if any of the required standards were not met

RES809
10 Reservations Agent gathers information to book reservation 16 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if reservation call was not made

Employee must ask:

Guest name
Guest room preferences
Special requests or concerns
Guarantee method
Contact information

Employee reconfirms reservation information:

Guest name and spelling

Day and dates of stay
Number of nights
Room type and rate
Guestroom preferences (if stated earlier)
Special requests or concerns (if stated earlier)

Interact with employee and mark NO if any of the required standards were not met

RES810
11 Reservations Agent confirms reservation 2 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if reservation call was not made

Employee must provide a confirmation number

Employee must offer to send electronic confirmation

Agent either e-mails or faxes confirmation

Confirmation is received within 1 hour

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if you encounter or observe any of the following:

Confirmation number not provided

Confirmation not sent
Confirmation not received within 1 hour
Offer to transfer call not made

RES811
12 Reservations Agent explained booking rules and 4 Guestroom - Service Execution: Yes No N/A
cancellation policy pts Reservation Pre-Arrival
Mark N/A if reservation call was not made

Employee explains cancellation policy of the hotel

Employee explains booking rules for the rate (e.g. 2-day minimum stay)

Interact with employee and mark NO if you encounter or observe any of the following:

Booking rules not provided

Cancellation policy not provided

RES812
13 Reservations Agent provides a fond farewell (Three Steps 4 Guestroom - Service Execution: Yes No N/A
of Service) pts Reservation Pre-Arrival
Mark N/A if reservation or inquiry call was not made

Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mentions their own name while closing call (in addition to introduction during initial greeting)

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided
Fond farewell not provided
Wishes of a pleasant stay not offered

RES813-c
14 Reservations Agent uses appropriate verbiage and is "On 4 Guestroom - Service Execution: Yes No N/A
Stage" pts Reservation Pre-Arrival
Mark N/A if reservation or inquiry call was not made

The employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
7
Category:
Q# Item Pts Group Answer
Area to Address
Exhibit a "phone smile" throughout the conversation
Engage in warm conversation to connect to your emotions

Interact with employee and mark NO if you encounter or observe any of the following:

Employee does not engage in warm conversation

"Phone smile" not provided
Inappropriate verbiage or jargon used

RES814-a
15 Reservations Agent enhances emotional 2 Guestroom - Service Execution: Yes No N/A
engagement(positive) pts Reservation Pre-Arrival
Mark N/A if reservation or inquiry call was not made

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)

RES815-s
16 Reservations Agent enhances emotional 16 Guestroom - Service Execution: Yes No N/A
engagement(negative) pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

RES816-s
17 Pre-arrival email meets standard 2 Guestroom - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Pre-Arrival email must minimally be:

Received at least 3 days prior to arrival date

Auto-generated Corporate formatted email
o Sent from Reservations Reply Ritz-Carlton
o Subject line contains "Planning your upcoming stay"

Access email account given to agent during reservation process

Verify pre-arrival email was received minimally 3 days prior to check-in day

Check email and mark NO if you find any of the following:

Pre-arrival email not correct format

Pre-arrival email not received
Pre-arrival email received less than 3 days before arrival

RES817

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Upon receiving the pre-arrival email, use the provided link to inquire about spa reservations or dinner reservations

Mark NO if you find any of the following:

Pre-arrival email not received

Personalized reply via email or phone is not received within 24 hours of your inquiry

RES818-t

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

RESR801
20 Enter Restaurant name(s) Restaurant - Service Execution:
Reservation Pre-Arrival

RESR802
21 Reservation Agent follows phone etiquette 2 Restaurant - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Reservations are not accepted
Area is under complete renovation and not available for guest use

Place a call to make a reservation for a hotel restaurant

Phone etiquette must minimally meet:

Phone answered within 3 rings

o Number of rings after transfer from hotel operator to restaurant reservations
Hold time does not exceed 2 minutes
Agent introduces them self during initial greeting
Agent uses your name during call
Agent has phone smile
Agent avoids dead space and has a pleasant, non-monotonous tone of voice

Interact with employee and mark NO if you find any required procedures are not followed

RESR803
22 Reservation Agent asks all required questions to meet 4 Restaurant - Service Execution: Yes No N/A
standard pts Reservation Pre-Arrival
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 accepted

All Ritz-Carlton restaurants must take reservations

It is acceptable if PBX Agent acts as Reservation Agent

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

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)
Attempt to up-sell (e.g. pre-order specialties like soufflé or celebration cake)

Interact with employee and mark NO if you find any of the following:

Agent did not follow any of the above standards

Reservation not taken

RESR804
23 Reservation Agent confirms information 4 Restaurant - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
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 accepted

All Ritz-Carlton restaurants must take reservations

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
Number of children in the party, if applicable

Interact with employee and mark NO if you find any of the following:

Reservation information not reconfirmed

Reservation not taken

RESR805
24 Reservation Agent provides a fond farewell (Three Steps of 2 Restaurant - Service Execution: Yes No N/A
Service) pts Reservation Pre-Arrival
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 accepted

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mention their own name while closing call (in addition to introduction during initial greeting)

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided
Employee not present
Fond farewell not provided

RESR806-c
25 Reservation Agent uses appropriate verbiage and is "On 4 Restaurant - Service Execution: Yes No N/A
Stage" pts Reservation Pre-Arrival
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 accepted

The employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Exhibit a "phone smile" throughout the conversation
Employee engages in warm conversation to connect to your emotions

Interact with employee and mark NO if you encounter or observe any of the following:

Employee does not engage in warm conversation

"Phone smile" not provided
Inappropriate verbiage or jargon used

RESR807-a
26 Reservation Agent enhances emotional engagement 2 Restaurant - Service Execution: Yes No N/A
(positive) pts Reservation Pre-Arrival
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 accepted

The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

Confidence
o Did I receive flawless service that embodied the Ritz-Carlton experience?
o Ritz-Carlton always delivers on what they promise

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If emotional engagement was positively enhanced, mark YES

Mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

RESR808-s
27 Reservation Agent enhances emotional engagement 16 Restaurant - Service Execution: Yes No N/A
(negative) pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability
Area is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

RESR809-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must minimally:

Answer phone within 3 rings

o Number of rings after transfer from hotel operator to Spa reservations
Provide warm welcome
Introduce self during initial greeting
Use your name during call
Have phone smile
Avoid dead space and have a pleasant, non-monotonous tone of voice
Display active listening by not asking guest to repeat any information
Address any nervousness on the part of the guest

Hold time, if any, does not exceed 3 minutes

Interact with employee and mark NO if any of the required procedures are not followed

SR802
30 Reservation Agent is knowledgeable about the services 16 Spa - Service Execution: Yes No N/A
offered to book reservation pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must minimally:

Exhibit knowledge of services available

Describe:
o Any packages available (if applicable)
o Services available
o Spa facilities (e.g. sauna, pool)
Offer to make reservations
Quote rates and inclusions (e.g. gratuity, service charge)
Attempt to:
o Educate guest on Spa service booked
o Educate on use and flow of spa facilities
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
16
Category:
Q# Item Pts Group Answer
Area to Address
o Up-sell services (other services)

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 employee and mark NO if the agent did not attempt to book reservation and meet minimum standards

SR803-k
31 Reservation Agent questions effectively to book reservation 16 Spa - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must ask for:

Guest name
Guest preferences (e.g. type of services or preferences)
Treatment date and time

Employee must reconfirm reservation:

Guest name
Date and time of treatment
Services booked and preferences

Interact with employee and mark NO if you encounter or observe any of the following:

Agent does not ask for all information

Agent does not reconfirm information

SR804
32 Reservation Agent explains cancellation policy 16 Spa - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee explains Spa's cancellation policy

Interact with employee and mark NO if the agent did not explain cancellation policy

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided
Employee not present
Fond farewell not provided

SR806-c
34 Reservation Agent uses appropriate verbiage and is "On 4 Spa - Service Execution: Yes No N/A
Stage" pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Engage in genuinely warm conversation to connect to your emotions
Be knowledgeable about Spa services and facilities without needing to put guest on hold to find answers to questions

Interact with employee and mark NO if you encounter or observe any of the following:

Employee does not engage in warm conversation

Inappropriate verbiage or jargon used

SR807-a
35 Reservation Agent anticipates need(s) 4 Spa - Service Execution: Yes No N/A
pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
18
Category:
Q# Item Pts Group Answer
Area to Address
Area is under complete renovation and not available for guest use

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

SR808-x
36 Reservation Agent enhances emotional engagement 2 Spa - Service Execution: Yes No N/A
(positive) pts Reservation Pre-Arrival
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

SR809-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

SR810-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Acknowledge cars in queue and direct them as appropriate upon arrival (e.g. gesture to the driver, wave driver to the
correct area)
Open the vehicle doors (ladies first)
Ask if you are checking in or determines reason for being at hotel
Provide you with a valet ticket (if arriving by self-driven car)
Inform you of the car retrieval process (if arriving by self-driven car)
Offer luggage assistance
Ask/confirm all luggage has been removed from vehicle
o Visual confirmation is acceptable (e.g. looking in back seat/trunk)
Provide a luggage ticket if luggage does not accompany guest into hotel (RC)
o Explain luggage delivery process if luggage does not accompany

Interact with employee and mark NO if you encounter or observe any of the following:

Did not acknowledge car in queue

Did not ask/confirm if all luggage retrieved from vehicle
Employee not present
Ladies vehicle door not opened first
Luggage assistance not offered
Luggage delivery process not explained
Luggage ticket not provided (if applicable) (RC)
Not asked if checking in or reason for being at hotel
Not informed of car retrieval process
Valet ticket not provided
Vehicle door not opened

CAB5AR003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Provide an escort to the Front Desk or introduce you to another employee to do so

Open hotel entrance door
o It is not acceptable for:
 Guest to open any hotel entrance door them self
 Hotel entrance door to be propped open (RC)
 It is acceptable if interior doors (if double set) are propped open
Introduce you to the Front Desk staff

Interact with employee and mark NO if you encounter or observe any of the following:

Door was propped open (RC)

Employee not present
Hotel entrance door not opened
Not escorted to Front Desk
Not introduced to Front Desk staff

CAB5AR004
42 Valet Parking/Door Attendant takes pride in and takes 2 pts Front Entrance Service Yes No N/A
care of personal appearance Arrival/Valet Arrival Execution:
Arrival
Mark N/A if you find any of the following:

Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
22
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5AR005-p
43 Valet Parking/Door Attendant provides a warm 16 Front Entrance Service Yes No N/A
welcome(Three Steps of Service) pts Arrival/Valet Arrival Execution:
Arrival
Employee must:

Make immediate eye contact, smile and acknowledge you

Extend a warm greeting and welcomes you to the hotel
Provide eye contact and smile throughout the warm welcome
Employee either asks for name or gets it from the luggage tag and uses it throughout the transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Acknowledgement or eye contact not provided

Employee not present
First stay not acknowledged
Guest name not used
No smile

CAB5AR006-g
44 Valet Parking/Door Attendant provides a fond farewell 2 pts Front Entrance Service Yes No N/A
(Three Steps of Service) Arrival/Valet Arrival Execution:
Arrival
Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee not present
Fond farewell not provided to all guests
Wishes of a pleasant stay not offered

CAB5AR007-c

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Use appropriate verbiage (e.g. "Certainly", "My Pleasure", "immediately", "I would be happy to")
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engage in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5AR008-a
46 Valet Parking/Door Attendant anticipates need(s) 4 pts Front Entrance Arrival/Valet Service Yes No N/A
Arrival Execution:
Arrival
Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5AR009-x
47 Valet Parking/Door Attendant enhances emotional 2 pts Front Entrance Arrival/Valet Service Yes No N/A
engagement (positive) Arrival Execution:
Arrival
Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

Confidence
o Did I receive flawless service that embodied the Ritz-Carlton experience?
o Ritz-Carlton always delivers on what they promise
o Ritz-Carlton is a name I can trust
Integrity
o Ritz-Carlton always treats me fairly
o If a problem arises, I can always count on Ritz-Carlton to reach a fair and satisfactory resolution
Pride
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
24
o Ritz-Carlton always treats me with respect
o I feel proud to be a Ritz-Carlton customer
Passion
o I can't image a world without Ritz-Carlton
o Ritz-Carlton is the perfect hotel for people like me

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5AR010-s
48 Valet Parking/Door Attendant enhances emotional 16 Front Entrance Arrival/Valet Service Yes No N/A
engagement (negative) pts Arrival Execution:
Arrival
Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5AR011-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Acknowledge guests waiting in line, if applicable

Verify number of nights and departure date
Confirm room rate
Confirm room type
o If guest is not already booked in a Club/Suite room, upsell must be offered
Offer upsell to Club Level room or suite if guest is not already booked into a Club Level room or suite
Inquire about newspaper preference (e.g. local paper, international paper)
Ask how the guest would like to establish credit
Take credit card imprint/swipe credit card
Offer/ask to enter an e-mail address in system for e-folio
Not ask for ID (US only)
o It is acceptable to request ID if rate requires it (e.g. government rate)

Registration process was paperless (US only)

It is acceptable to have a guest sign to acknowledge a resort fee (see hotel list below)
It is not acceptable to have guest initial rate/departure date details

Front Desk/Club Concierge employee initiates proactive conversation to fill "dead space" during check-in process

Evaluate your service and observe others being checked-in and mark NO if you find any of the following:

Acknowledgement of guests waiting in line not made

All reservation information, payment or newspaper preference was not verified
Employee not present
Proactive conversation was not initiated
Registration not paperless

Hotels approved to charge Resort fees: Bachelor Gulch, Grand Cayman, Half Moon Bay, Jamaica, Kapalua, Laguna Niguel, San
Juan, St Thomas, Dove Mountain, Lake Tahoe

CK802
51 Loyalty program is addressed properly 2 Check-In Service Execution: Yes No N/A
pts Arrival
Mark N/A if hotel does not participate in Marriott/Ritz-Carlton Rewards Program

Employee must be aware if hotel has a guest loyalty/frequent stay program

It is acceptable to reference Marriott/Ritz-Carlton Rewards Program when asking this question

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Make reference to the guest's Marriott/Ritz-Carlton Rewards status (if the guest is a member)
Offer to sign up for Ritz-Carlton Rewards if not already a Marriott/Ritz-Carlton Rewards member

Employee must not mention "Cobalt Card" or "MVG" (Most Valued Guest)

Evaluate your service and observe others being checked-in and mark NO if you find any of the following:

Cobalt Card/MVG mentioned

Employee not present
Offer to sign up for Ritz-Carlton Rewards not made (if applicable)
Reference to Marriott/Ritz-Carlton Rewards status not made (if applicable)

CK816
52 Length of Check-in experience meets standard 16 Check-In Service Execution: Yes No N/A
pts Arrival
Check-in time including time in line did not exceed:

3 minutes (US, CALA)

5 minutes (AP, CAN, EU, MEA, South)

Evaluate your service and observe others being checked-in and mark NO if total check-in time exceeded the above criteria

CK817
53 If checking into a Club Level room, instruction is given for 16 Check-In Service Execution: Yes No N/A
Club Level location, key access, f&b presentations and pts Arrival
hours of operation
Mark N/A if you find any of the following:

Club Level room is not reserved

If checking in to a Club Level room, the Front Desk/Club Concierge employee must additionally:

Explain how to use electronic key to access Club Level, if applicable

Provide location of Club Level (if not checked in by Club employee)
Explain a minimum of two additional services (e.g. complimentary pressing)
Explain food and beverage presentations
Provide Club’s hours of operation
Provide a letter minimally including:
o Personalized greeting
o Hours of operation
o F&B offerings/times
o Policies (e.g.: dress code, cell phone use)
o Additional services:
 Complimentary pressing of two items per day
 Business Center services
 Concierge services
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
27
Category:
Q# Item Pts Group Answer
Area to Address
 Complimentary wifi in the Club Lounge
 Complimentary coffee/tea with wake-up call
 Experiential event (weekend)
o Additional guest charge

It is acceptable if escort to room provides Club level information

The presentation of a letter does not fulfill the requirement to provide the information verbally. The information must be
presented verbally and in writing.

Evaluate your service and observe others being checked-in and mark NO if any of the above requirements are not met.

CK803
54 Front Desk/Club Concierge assigns correct room type 16 Check-In Service Execution: Yes No N/A
pts Arrival
During the check-in process, employee must minimally assign room type as booked during reservation process:

Bed type (e.g. king, two doubles)

Room category (e.g. suite, Club level), if applicable
Smoking (non-US Hotels)/non-smoking preference
View (e.g. garden), if applicable

Any of above room types must be assigned whether reserved as a "request" or "guaranteed"

Room type must match the written description provided by the reservation agent or the on-line booking engine (e.g. full ocean
view versus partial ocean view, in-room hot tub, kitchen)

It is acceptable if view (e.g. garden view to ocean view) and/or room category (e.g. standard to suite) is complementarily
upgraded
o Employee does not need to mention upgrade at check-in

Special requests made verbally to the reservations agent or in the on-line booking comments field must be accommodated (e.g.
feather-free room, extra pillows)

Employee must state the non-smoking policy and location of designated smoking area (US only)

Compare room type assigned to reservation request(s) and mark NO if room assignment does not meet above standards

CK804
55 Delays in check-in were not excessive 4 Check-In Service Execution: Yes No N/A
pts Arrival
Mark N/A if no delay was experienced

Employee must complete the check-in and direct the guest to the guestroom within 10 minutes of any advised delay

Mark NO if a delay greater than 10 minutes is experienced

CAB5CK005-t

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ask the number of room keys required

Communicate room number discretely
Place key packet and other registration materials in guest's hand
o Employee must step around desk, where design allows
o It is acceptable to hand key/registration materials to escort

Evaluate your key presentation and observe others being presented their key and mark NO if you find any of the following:

Employee did not step around desk

Guest's room number spoken aloud
Key packet/registration materials not placed in guest/escort hand
Require number of keys not asked for

CK806
57 Front Desk/Club Concierge employee facilitates luggage assistance 4 pts Check- Service Yes No N/A
and escort to guest room In Execution:
Arrival
During the check-in process, employee must:

Introduce guest to escort

Verify/offer luggage assistance and arrange if needed

Interact with employee and mark NO if you encounter or observe any of the following:

Guest not introduced to escort

Luggage assistance not arranged/verified

CAB5CK007
58 Employee owns and resolves guest's requests and opportunities 16 Check- Service Yes No N/A
immediately pts In Execution:
Arrival
Mark N/A if you find any of the following:

No problem or concern was encountered

Employee must:

Listen actively and empathetically

Offer a genuine apology
Ask effective questions to get to the root cause of the problem
Solve the problem within 10 minutes
Thank the guest
Ensure re-engagement through confirming satisfaction (if applicable)
Document the defect in Mystique

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5CK008-r
59 Front Desk staff takes pride in and care of personal appearance 2 pts Check- Service Yes No N/A
In Execution:
Arrival
Mark N/A if you find any of the following:

Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5CK009-p

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Make immediate eye contact, smile and acknowledge you

o Acknowledges if you are in line
Determine if it is your first stay and reacts appropriately
Provide eye contact and smile throughout the warm welcome
Use the guest name throughout the interaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Eye contact or acknowledgement not provided
First stay not acknowledged
Guest name not used
No smile

CAB5CK010-g
61 Front Desk/Club Concierge employee provides a fond farewell 4 pts Check- Service Yes No N/A
(Three Steps of Service) In Execution:
Arrival
Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mention their own name at any point during encounter
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5CK011-c
62 Front Desk/Club Concierge employee uses appropriate verbiage and 4 pts Check- Service Yes No N/A
is "On Stage" In Execution:
Arrival
Employee must:

Use appropriate verbiage (e.g. "Certainly", "My Pleasure", "immediately", "I would be happy to")
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non work-related matters discussed in your presence

CAB5CK012-a
63 Front Desk/Club Concierge employee anticipates need(s) 4 pts Check- Service Yes No N/A
In Execution:
Arrival
Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5CK013-x
64 Front Desk/Club Concierge employee enhances emotional 2 pts Check- Service Yes No N/A
engagement (positive) In Execution:
Arrival
Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5CK014-s
65 Front Desk/Club Concierge employee enhances emotional 16 Check- Service Yes No N/A
engagement (negative) pts In Execution:
Arrival
Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5CK015-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Lobby Concierge
Lobby Lounge
Fitness Center
Spa (if applicable)
Club Lounge (if applicable)
Food and beverage outlets/type of cuisine served

Description of property and facilities must be conversational

It is acceptable for persons other than bell staff to escort guests to their rooms

Interact with employee and mark NO if you encounter any of the following:

Conversational manner not used

Escort to room not provided
Minimum of 4 property facilities/services not described

LA802
68 Elevator/rooming etiquette meets standard 2 Bell - Arrival Service Execution: Yes No N/A
pts Arrival
Employee must minimally:

Allow guest to enter/exit elevator first, if applicable

Inform guests of where to go after exiting elevator, if applicable
Indicate closest Emergency Exit
Open the guest room door
Invites guest to enter the room first

It is acceptable for persons other than bell staff to escort guests to their rooms

Interact with employee and mark NO if you encounter any of the following:

Escort to room not provided

Proper elevator/rooming etiquette standards not met

CAB5LA003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ask about guest satisfaction (e.g. ...is everything to your liking?)

Ask if the room temperature is to the guest’s satisfaction
Offer to retrieve ice
o It is acceptable if ice is not offered in ME
Offer to set alarm clock
Offer complimentary pressing (Club level only)
o Complimentary service may be limited to 2 items

It is acceptable for persons other than bell staff to deliver luggage

Interact with employee and mark NO if you encounter any of the following:

Employee not present

Required items above not offered/completed

LA804
70 Bell staff explains/demonstrates at least 3 features of guestroom 4 pts Bell - Arrival Service Execution: Yes No N/A
Arrival
Bell staff must offer explanation/description of room features and products when luggage is delivered

Employee must minimally explain/demonstrate 3 of the following:

Coffee machine
In-room safe
Lights
Location of Emergency procedures
Pay movies/interactive services
Thermostat controls
Bathroom technology (e.g. in mirror TVs) (if applicable)
Bed-side technology panel (if applicable)
Drapery- electronic open/closing (if applicable)

Employee must explain or offer an additional feature specific to the hotel or guest (based on anticipated need or preference)

It is acceptable for persons other than bell staff to deliver luggage

Interact with employee and mark NO if you find any of the following:

Employee not present

Minimum 3 products and features not explained/described
One additional hotel feature not explained or offered

LA805

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ask if they may enter the room

Use door stop to hold the door open
o It is acceptable to use magnetic door stop
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 briefcase/computer bag near the desk
o Place luggage on the rack
o Place vanity/make-up bag in the bathroom (if applicable)
Offer to hang coat/jacket in the closet

It is acceptable for persons other than bell staff to deliver luggage

Interact with employee and mark NO if you encounter any of the following:

Employee not present

Required items above not offered/completed

CAB5LA006
72 Employee owns and resolves guest's requests and opportunities 16 Bell - Service Yes No N/A
immediately pts Arrival Execution:
Arrival
Mark N/A if you find any of the following:

No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5LA007-r

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5LA008-p
74 Bell staff provides a warm welcome (Three Steps of 4 pts Bell - Arrival Service Execution: Yes No N/A
Service) Arrival
Employee must:

Make immediate eye contact, smile and acknowledge you

Extend a warm greeting and welcomes you to the hotel or back to hotel
Provide eye contact and smile throughout the warm welcome
Use guest name

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

It is acceptable for repeat guests to the hotel to not be escorted

If escort and luggage delivery are performed by separate employees, evaluate this item on Bell staff/luggage delivery only

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Eye contact or acknowledgement not made
Guest name not used
No smile
No welcome to hotel

CAB5LA009-g
75 Bell staff provides a fond farewell (Three Steps of 2 pts Bell - Arrival Service Execution: Yes No N/A
Service) Arrival
Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mention own name at any time during encounter
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

It is acceptable for persons other than bell staff to escort guests to their rooms

It is acceptable for repeat guests to the hotel to not be escorted

If escort and luggage delivery are performed by separate employees, evaluate this item on Bell staff/luggage delivery only

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5LA010-c
76 Bell staff uses appropriate verbiage and is "On Stage" 4 pts Bell - Arrival Service Execution: Yes No N/A
Arrival
Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engage in work-related conversation with other employees
o Includes cell phone and radio conversations

It is acceptable for persons other than bell staff to escort guests to their rooms

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If escort and luggage delivery are performed by separate employees, evaluate this item on Bell staff/luggage delivery only

Interact with employee and mark NO if you encounter or observe any of the following:

Employee does not engage in warm conversation

Employee not present
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non work-related matters discussed in your presence

CAB5LA011-a
77 Bell staff anticipates need(s) 4 pts Bell - Arrival Service Execution: Yes No N/A
Arrival
Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5LA012-x
78 Bell staff enhances emotional engagement (positive) 2 pts Bell - Arrival Service Execution: Yes No N/A
Arrival
Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If escort and luggage delivery are performed by separate employees, evaluate this item on Bell staff/luggage delivery only

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

CAB5LA013-s
79 Bell staff enhances emotional engagement (negative) 16 pts Bell - Arrival Service Execution: Yes No N/A
Arrival
Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If escort and luggage delivery are performed by separate employees, evaluate this item on Bell staff/luggage delivery only

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5LA014-s
80 Newspaper delivery meets standard 4 pts Bell - Arrival Service Execution: Yes No N/A
Arrival
Newspaper delivery must minimally:

Be completed daily
Include the newspaper requested or confirmed at check-in
Be hung on the door in a bag or placed in a designated newspaper delivery box
o It is not acceptable to place newspaper on the floor

Mark NO if you encounter any of the above criteria is not met

CAB5LA015

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Enter receipt number from Lounge/bar purchase

If receipt not provided enter "None Provided"

If none provided due to technical issue enter "None Provided - technical issue"

CAB5LNG003
84 Lounge provides warm relaxing ambiance 2 Bar/Lounge Service Yes No N/A
pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Lounge/bar must minimally meet:

Candles kept lit, even when table not occupied (if applicable)
Lighting - enables guest to read menus
Lounge/bar exhibits/display tables - professional in appearance
Music - soft background or live
Plants - live or fresh floral displays
Room temperature - comfortable, unnoticed by guests
o For outdoor restaurants, do not evaluate the temperature
Tables - uniformly set

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5LNG004
85 Lounge table enlivens the senses 2 Bar/Lounge Service Yes No N/A
pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Table must be level and stable

Table setting minimally must:

Be clean and in good condition

Bud vase/arrangement is neat, fresh and presentable (optional)
Flatware - free of tarnish/wear
Linens neat (if applicable)
Napkins - pressed all-cotton or linen
o It is acceptable for outdoor lounge/bar seating to use a different type of napkin

Check decor items, flatware, linens, plates, settings, table and table top items and mark NO if you experience or observe any of
the following:

Any of the above standards are not met

Cleanliness issues
Condition issues
Gum underneath table
Table uneven or unstable

CAB5LNG005
86 Server/Bartender greeting and initial service meet 16 Bar/Lounge Service Yes No N/A
standard pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Employee must:

Greet or acknowledge guest within 1 minute of being seated

Offer drinks or wine from the bar
Suggestively upsell (e.g. "Certainly, would you prefer Grey Goose?")
Deliver beverage within 3 minutes from order
o Trays must be used for beverage service at tables
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
42
Category:
Q# Item Pts Group Area to Answer
Address
Present savory snack with/before beverage service
Be knowledgeable about lounge wine menu
Provide personal recommendations from lounge menu when asked

Interact and observe with employee and mark NO if the service standards are not properly followed

CAB5LNG006-k
87 Server/Bartender confirms satisfaction and offers 4 Bar/Lounge Service Yes No N/A
refill within 1 minute of glass 2/3 empty pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Employee must:

Ask if beverages are satisfactory

Offer second round of drinks within 1 minute 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

Pace of service must not be noticeable; there are no awkward delays or rushed events

Interact and observe with employee and mark NO if the service standards are not properly followed

CAB5LNG007-t
88 Lounge/Bar menu and food quality meet standards 4 Bar/Lounge Service Yes No N/A
pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Lounge beverage menu must minimally:

Be preset on counter/tables or provided by employee

Be clean and in good condition
Contain signature food and/or beverage offerings
o Signature items must be identified on the menu or verbally explained by the server
o Daily specials are not acceptable for signature items

Food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
43
Category:
Q# Item Pts Group Area to Answer
Address
Delivered at the right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal
Cold beverages must have a fresh garnish

Interact with employee and mark NO if you experience or observe the following:

Attention to detail not evident

Food not fresh
Food not properly prepared
Beverage menu not preset
Beverage menu not provided
Portion size not adequate
Signature item not identified or explained
Temperature incorrect
Visual appeal not evident
Beverage (cold) not served with fresh garnish

CAB5LNG008
89 Server/Bartender properly presents the check 2 Bar/Lounge Service Yes No N/A
pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Check must be:

Accurate and complete

Presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
o Lounge-specific branded folder/pen acceptable
Presented after guest refuses offer for another round (US/CAN, South, CALA)
Presented after guest requests check (AP, EU, MEA)

Interact with employee and mark NO if you encounter or observe one of the following:

Check not presented according to standards

Check not accurate
If you have to ask for check

CAB5LNG009
90 Employee owns and resolves guest's requests and 4 Bar/Lounge Service Yes No N/A
opportunities immediately pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5LNG010-r
91 Server/Bartender takes pride in and care of personal 2 Bar/Lounge Service Yes No N/A
appearance pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Employee must:

Meet standards of dress:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5LNG011-p
92 Server/Bartender provides a warm welcome (Three 4 Bar/Lounge Service Yes No N/A
Steps of Service) pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

The employee must:

Make immediate eye contact, smile and acknowledge you

Provide eye contact and smiles throughout the warm welcome
Ask for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5LNG012-g
93 Server/Bartender provides a fond farewell (Three 4 Bar/Lounge Service Yes No N/A
Steps of Service) pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employees and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CABLNG013-c
94 Server/Bartender uses appropriate verbiage and is 16 Bar/Lounge Service Yes No N/A
"On Stage" pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

The employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offer to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions to a location in a different are of the hotel (e.g. business center,
ice machine, gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Escort/offer to escort not made
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5LNG014-a

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

The employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5LNG015-x
96 Server/Bartender enhances emotional 2 Bar/Lounge Service Yes No N/A
engagement (positive) pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5LNG016-s
97 Server/Bartender enhances emotional 16 Bar/Lounge Service Yes No N/A
engagement (negative) pts Execution:
Food &
Beverage
Mark N/A if you find any of the following:

Lounge is not evaluated

Lounge is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5LNG017-s
98 Lounge Cleanliness - Floor 4 Bar/Lounge Cleanliness: Compliant Minor Major N/A
pts Food &
Beverage
Mark N/A if you find any of the following:

Hotel does not have a Lounge

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if you find any cleanliness issues

CAB5LNG018
99 Lounge Condition - Floor 4 Bar/Lounge Condition: Compliant Minor Major N/A
pts Food &
Beverage
Mark N/A if you find any of the following:

Hotel does not have a Lounge

Lounge is under complete renovation and not available for guest use

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if you find any condition issues

CAB5LNG019
100 Lounge Cleanliness - Walls, Doors, 4 Bar/Lounge Cleanliness: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts Food &
Beverage
Mark N/A if you find any of the following:

Hotel does not have a Lounge

Lounge is under complete renovation and not available for guest use

Check the odor as you enter the area

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware,
lampshades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls
wands/batons, windows, window frames, window sill and window treatments

Mark NO if you find any cleanliness issues

CAB5LNG020
101 Lounge Condition - Walls, Doors, 4 Bar/Lounge Condition: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts Food &
Beverage
Mark N/A if you find any of the following:

Hotel does not have a Lounge

Lounge is under complete renovation and not available for guest use

CAB5LNG021

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have a lounge

Lounge is under complete renovation and not available for guest use

Check flat surfaces and beneath seat cushions that you encounter

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment, fire
extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, mirrors, planters,
plants, sofas, tables, telephones, television/remote control, trash cans, trees, and other items

Mark NO if any cleanliness issues are noted

CAB5LNG022
103 Lounge Condition - Furniture, 4 pts Bar/Lounge Condition: Compliant Minor Major N/A
Equipment, Décor Items Food & Beverage
Mark N/A if any of the following:

Hotel does not have a lounge

Lounge is under complete renovation and not available for guest use

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor pieces, drawers, electronic equipment, fire
extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lampshades, mantles, mirrors, planters,
plants, sofas, tables, telephones, television/remote control, trash cans, trees and other items

Mark NO if any condition issues are noted

CAB5LNG023

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

All guests must be escorted to their table by host/ess, server, or manager

Employee must minimally:

Offer to hang guests' coats, if appropriate

Provide table within 5 minutes of reserved time (lunch/dinner)
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
o High chair/booster, if applicable
Pull chair(s) out (ladies first)
Offer dark colored napkins (e.g. black, navy) to guests wearing dark colors
Wish guest(s) an enjoyable meal
o If server seats guests, it is acceptable to not wish an enjoyable meal

If menus provided by employee, they are provided to ladies first

Interact with employee and mark NO if you encounter or observe any of the following:

Chair not pulled out

Chair not pulled out for ladies first
Employee not present
Escort not provided
Inconveniences not acknowledged
Menu not provided to ladies first
Number of place settings not accurate
Dark napkin not offered to guests wearing dark colors
Offer to hang coat not made
Table not available within 5 minutes of reservation time (lunch/dinner)
Wish for an enjoyable meal not made

CAB5RB003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use
Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RB004-p
108 Host/hostess provides a warm welcome (Three 16 Restaurant - Service Yes No N/A
Steps of Service) pts Breakfast Execution:
Food & Beverage
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Make immediate eye contact, smile and acknowledge you

Acknowledge you if you are waiting in line
Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5RB005-g
109 Host/hostess uses appropriate verbiage and is "On 16 Restaurant - Service Yes No N/A
Stage" pts Breakfast Execution:
Food & Beverage
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

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offers to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions to a location on the other side of the hotel (e.g. nearest
restroom, business center, ice machine, gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone or radio conversations

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5RB001-a

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

Server must:

Inform guest of the specials and/or house specialties (lunch/dinner)

Provide recommendations of menu items, if asked

Interact with employee and mark NO if any of the above standards are not met

CAB5RB008-k
112 Server greeting and order taking meets standard 4 pts Restaurant - Service Yes No N/A
Breakfast Execution:
Food & Beverage
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

Server must minimally:

Offer beverages
Take order first from:
o Ladies (US/CAN, CALA, EU, SOUTH)
o Head of table or host of party (AP, MEA)
Repeat order back to guest to ensure accuracy

Interact with employee and mark NO if any of the above criteria is not met

CAB5RB009
113 Food and beverage service must be provided in a timely 16 Restaurant - Service Yes No N/A
fashion pts Breakfast Execution:
Food & Beverage
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

Pace of meal must never be noticeable:

Service is not delayed or rushed:

Breakfast:

Guest is seated within 5 minutes of arriving at the host stand

Coffee (non-specialty) and/or juice served within 1 minute upon acceptance of offer
Entree brought within 10 minutes unless a longer preparation time has been advised at the time of order
All subsequent courses delivered within 3 minutes from clearing of previous course
Check is presented prior to completion of the meal (US/CAN, CALA)
Total maximum time: 30 minutes, unless guest lingers over courses

Interact with employee and mark NO if you encounter or observe one of the following:

Two or more items take longer than the allowed time

One item is five minutes or more late
Pace of meal is noticeably delayed or rushed

CAB5RB010-t
114 Beverage service and accompaniments meet standards 4 pts Restaurant - Service Yes No N/A
Breakfast Execution:
Food & Beverage
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

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

Ice cubes - solid

Iced tea spoon
Lemon/mint garnish on rim of glass
Lemon wedge - unless garnished with lemon
Liquid sweetener

Coffee service:

Guest must be asked for preference of accompaniments (i.e. sugar, milk, cream)
Requested accompaniments must be delivered at or before time of delivery

Espresso/espresso type beverages

Must be served in appropriate cup

Must be presented with sugar and/or sweeteners at or before time of delivery
o It is acceptable for sugar/sweeteners to be presented in other than caddie/container

Tea:

If served loose:
o Brewed in a pot
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
56
o Strainer provided
If served with tea bags
o Presented in a service box/tray
o Served with a pot of hot water
Server must ask if guest prefers honey and lemon or milk
Requested accompaniments must be delivered at or before time of delivery

Order a beverage and mark NO if any of the above are not followed

CAB5RB011
115 Server provides exceptional service 16 Restaurant - Service Yes No N/A
pts Breakfast Execution:
Food & Beverage
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

Server provides exceptional service:

Courses simultaneously brought to table for all guests

o Ladies served first
o Food delivered to correct person without asking
Server asks if food satisfactory at every course and takes corrective action if needed
Courses were not cleared before finished or without asking if finished
Glasses were not lifted from table to pour unless there is a physical barrier
Repeat back beverage type when offering to refresh beverage (e.g. "Would you like another Absolut Espresso Martini?",
"Certainly, I would be happy to bring you another Mondavi chardonnay")
Napkin refolded when guests are away from the table
Pace of meal never noticeable; service is not delayed or rushed
Food and beverage served from right, unless not accessible
o Food not served over guest's shoulder, but from the side
Plates are cleared from right, unless not accessible
Sauces and passed items are served from left, if applicable
Table was crumbed after completion of entree;
Salt and pepper shakers and bread and butter plates are removed after entree (lunch/dinner)
Single diner offered reading material

Interact with employee and mark NO if you encounter or observe more than 2 of the items listed above are missing

CAB5RB012
116 Server properly presents the check 2 pts Restaurant - Service Yes No N/A
Breakfast Execution:
Food & Beverage
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

Check must be:

Accurate and complete

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if you encounter or observe one of the following:

Check not accurate

Check not presented according to standards

CAB5RB013
117 Table setting enlivens the senses 2 pts Restaurant - Service Yes No N/A
Breakfast Execution:
Food & Beverage
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

Table must be level and stable

Table setting minimally must:

Be clean and in good condition

Bud vase/arrangement is neat, fresh and presentable (optional)
Flatware - free of tarnish/wear
Linens neat (if applicable)
Napkins - pressed all-cotton or linen
o It is acceptable for outdoor restaurants to use a different type of napkin
Salt and pepper shakers are present
o It is acceptable if salt and pepper are served/offered

Check decor items, flatware, linens, plates, settings, table and table top items and mark NO if you experience or observe any of
the following:

Any of the above standards are not met

Cleanliness issues
Condition issues
Gum underneath table
Table uneven or unstable

CAB5RB014
118 Restaurant menu and food quality meet standards 16 Restaurant - Service Yes No N/A
pts Breakfast Execution:
Food & Beverage
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

Menu must:

Be clean and in good condition

Contain signature food and beverage offerings
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
58
o Signature item(s) must be identified on the menu (e.g. by formatting, item name) or verbally explained by the
server
o Daily special(s) are not acceptable for signature item(s)

For casual dining restaurants, a specially designed, age appropriate menu for children must be available and minimally:

Include items made with organic, hormone free, preservative free ingredients
o These items must be designated on the menu
Include a minimum of one (1) gluten-free item
Have a flat price including entree and beverage
o Must note that children under 2 eat free
Have five (5) healthy options
Not list soda/soft drinks

Food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal

Interact with employee and mark NO if you experienced or observed the following:

Attention to detail not evident

Children's menu does not include required items
Food not fresh
Food not properly prepared
Menu not provided
Portion size not adequate
Signature item(s) not identified or explained
Temperature incorrect
Visual appeal not evident

CAB5RB015
119 Restaurant provides an enjoyable ambiance 4 pts Restaurant - Service Yes No N/A
Breakfast Execution:
Food & Beverage
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

All areas of the restaurant in view of the guest must minimally have:

Dining room exhibits/display tables - professional in appearance

Lighting - enables guest to read menus
Music - background, not obtrusive to conversation
Plants - live or fresh floral displays
Room temperature - comfortable, unnoticed by guests
o For outdoor restaurants, do not evaluate the temperature

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

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
120 Employee owns and resolves guest's requests and 4 pts Restaurant - Service Yes No N/A
opportunities immediately Breakfast Execution:
Food & Beverage
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

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5RB017-r
121 Server takes pride in and care of personal appearance 2 pts Restaurant - Service Yes No N/A
Breakfast Execution:
Food & Beverage
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
Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
60
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RB018-p
122 Server provides a warm welcome (Three Steps of 16 Restaurant - Service Yes No N/A
Service) pts Breakfast Execution:
Food & Beverage
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

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Use guest's name throughout transaction, if known

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5RB019-g

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mentions their own name at any time during encounter
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5RB020-c
124 Server uses appropriate verbiage and is "On 16 pts Restaurant - Breakfast Service Execution: Yes No N/A
Stage" Food & Beverage
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

The employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offers to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions to a location on the other side of the hotel (e.g. nearest
restroom, business center, ice machine, gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions<
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5RB021-a
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
62
125 Server anticipates need(s) 4 pts Restaurant - Breakfast Service Execution: Yes No N/A
Food & Beverage
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

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5RB022-x
126 Server enhances emotional engagement 2 pts Restaurant - Breakfast Service Execution: Yes No N/A
(positive) Food & Beverage
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

The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5RB023-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5RB024-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use
Reservation not made

Host/Hostess must:

Confirm if reservation was made

Record guests' arrival

Inform host/hostess that you have a reservation

Verify that host/hostess:

Confirms correct details of reservation

Has record of your reservation
Notes arrival in reservation book or computer

Interact with employee and mark NO if you encounter or observe any of the following:

Arrival not noted

Reservation detail incorrect
Reservation not recorded

CAB5RD003
131 Host/hostess seating procedure meets standard 16 Restaurant - Service Execution: Yes No N/A
pts Dinner Food & Beverage
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

All guests must be escorted to their table by host/ess, server, or manager

Employee must minimally:

Offer to hang guests' coats, if appropriate

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If menus provided by employee, they are provided to ladies first

Interact with employee and mark NO if you encounter or observe any of the following:

Chair not pulled out

Chair not pulled out for ladies first
Employee not present
Escort not provided
Inconveniences not acknowledged
Menu not provided to ladies first
Number of place settings not accurate
Black napkin not offered to guests wearing dark colors
Offer to hang coat not made
Table not available within 5 minutes of reservation time (lunch/dinner)
Wish for an enjoyable meal not made

CAB5RD004
132 Host/hostess takes pride in and takes care of personal 2 Restaurant - Service Execution: Yes No N/A
appearance pts Dinner Food & Beverage
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
Employee not present

Employee must:

Meet standards of dress:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
66
Category:
Q# Item Pts Group Answer
Area to Address
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RD005-p
133 Host/hostess provides a warm welcome (Three Steps of 16 Restaurant - Service Execution: Yes No N/A
Service) pts Dinner Food & Beverage
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

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provide eye contact and smiles throughout the warm welcome
Use guest's name throughout transaction, if known

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5RD006-g
134 Host/hostess uses appropriate verbiage and is "On Stage" 16 Restaurant - Service Execution: Yes No N/A
pts Dinner Food & Beverage
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

Employee must:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5RD007-a
135 Enter Server name(s) Restaurant - Service Execution:
Dinner Food & Beverage
CAB5RD008
136 Server is knowledgeable about menus and uses suggestive 16 Restaurant - Service Execution: Yes No N/A
selling pts Dinner Food & Beverage
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

Server must:

Inform guest of the specials and/or house specialties (lunch/dinner)

Provide recommendations of menu items, if asked
Be knowledgeable of the wine list (lunch/dinner)
o It is acceptable if a wine steward/sommelier provides recommendations
Offer dessert (lunch/dinner)
o Provide recommendations, if asked
o At appropriate time during service if it requires extended preparation time to prepare (e.g. souffle')
o Suggest coffee/espresso

Interact with employee and mark NO if any of the above standards are not met

CAB5RD009-k
137 Server greeting and order taking meets standard 4 Restaurant - Service Execution: Yes No N/A
pts Dinner Food & Beverage
Mark N/A if you find any of the following:

Hotel does not have the facility on premises

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Server must minimally:

Offer beverages
Offers bottled, still or sparkling waters (lunch/dinner)
Provide bread and accompaniment (e.g. butter, oil, spread) (lunch/dinner)
o Types of bread explained, if variety exists
 Explanation should not interfere with conversation
o Butter served at room temperature, if applicable
o If the concept of the restaurant does not include bread service (e.g. Asian, poolside), it is acceptable for bread
and accompaniment to not be served
Take order from ladies first (US/CAN, South-CALA, EU)
Repeat order back to guest to ensure accuracy
o It is acceptable for the order to be taken from the head of the table or host of the party first (AP, MEA)

Interact with employee and mark NO if you encounter or observe any of the following:

Bread and accompaniment not served (lunch/dinner)

Butter not served at room temperature, if applicable
Choice of water not offered (lunch/dinner)
Beverages not offered
Ladies order(s) not taken first
Order not repeated back
Variety of breads not explained, if variety exists

CAB5RD010
138 Food and beverage service must be provided in a timely 4 Restaurant - Service Execution: Yes No N/A
fashion pts Dinner Food & Beverage
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

Pace of meal must never be noticeable:

Service is not delayed or rushed:

o Server must approach table within 30 seconds 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
o Soiled plates must be removed within 2 minutes after all guests at table have completed their course

Lunch/Dinner:

Guest is seated within 5 minutes of reserved time

Water served within 2 minutes after being greeted by server
Bread served within 2 minutes after being greeted by server
o It is acceptable if bread is not served if restaurant concept does not provide bread (e.g. Japanese)
Beverages (not water/coffee/juice) served within 2 minutes of order
Wine by the bottle presented within 3 minutes of order
Appetizers brought within 10 minutes
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
69
Category:
Q# Item Pts Group Answer
Area to Address
All subsequent courses delivered within 3 minutes from clearing of previous course
If entree is ordered without an appetizer, it is served within 15 minutes of taking the order unless a longer preparation
time has been advised at time of order
Coffee with accompaniments presented within 3 minutes of order
Dessert menus presented within 3 minutes after previous course has been cleared
Dessert served within 5 minutes of order
Check is presented within 3 minutes from request
Total maximum cycle time (unless guest dictates a slower pace):
o 60 minutes for lunch
o 90 minutes for dinner

Interact with employee and mark NO if you encounter or observe one of the following:

Two or more items take longer than the allowed time

One item is five minutes or more late
Pace of meal is noticeably delayed or rushed

CAB5RD011-t
139 Beverage service and accompaniments meet standards 4 Restaurant - Service Execution: Yes No N/A
pts Dinner Food & Beverage
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

Mixed drinks

Employee must place a beverage napkin at the time of taking order to indicate that the guest has ordered a drink
Must be served with a fresh garnish

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

Ice cubes - solid

Iced tea spoon
Lemon/mint garnish on rim of glass
Lemon wedge - unless garnished with lemon
Liquid sweetener

Coffee service

Employee must ask for guest's preference of accompaniments (i.e. sugar, milk, cream)
Requested accompaniments must be delivered at or before time of delivery

Espresso/espresso type beverages

Must be served in appropriate cup

Must be presented with sugar and/or sweeteners at or before time of delivery
o It is acceptable for sugar/sweeteners to be presented in other than caddie/container

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If served loose:
o Brewed in a pot
o Strainer provided
If served with tea bags
o Presented in a service box/tray
o Served with a pot of hot water
Server must ask if guest prefers honey and lemon or milk
Requested accompaniments must be delivered at or before time of delivery

Wine by the glass

Must be a 6 oz. pour

Order a beverage and mark NO if any of the above are not followed

CAB5RD012
140 Server provides exceptional service 4 Restaurant - Service Execution: Yes No N/A
pts Dinner Food & Beverage
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

Server provides exceptional service:

Courses simultaneously brought to table for all guests

Interact with employee and mark NO if you encounter or observe more than 2 of the items listed above are missing

CAB5RD013

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

Check must be:

Accurate and complete

Presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
o Restaurant-specific branded folders/pens acceptable

Interact with employee and mark NO if you encounter or observe one of the following:

Check not accurate

Check not presented according to standards

CAB5RD014
142 Table setting enlivens the senses 2 pts Restaurant - Dinner Service Execution: Yes No N/A
Food & Beverage
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

Table must be level and stable

Table setting minimally must:

Be clean and in good condition

Bud vase/arrangement is neat, fresh and presentable (optional)
Flatware - free of tarnish/wear
Linens neat (if applicable)
Napkins - pressed all-cotton or linen
o It is acceptable for outdoor restaurants to use a different type of napkin
Salt and pepper shakers are present
o It is acceptable if salt and pepper are served/offered

Check decor items, flatware, linens, plates, settings, table and table top items and mark NO if you experience or observe any of
the following:

Any of the above standards are not met

Cleanliness issues
Condition issues
Gum underneath table
Table uneven or unstable

CAB5RD015

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

Menu must:

Be clean and in good condition

Contain signature food and beverage offerings
o Signature item(s) must be identified on the menu (e.g. by formatting, item name) or verbally explained by the
server
o Daily special(s) are not acceptable for signature item(s)
Offer a minimum 16 wines by the glass

For casual dining restaurants, a specially designed, age appropriate menu for children must be available and minimally:

Food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal

Mark NO if any you encounter any of the following:

Attention to detail not evident

Food not fresh
Food not properly prepared
Menu not provided
Portion size not adequate
Signature item(s) not identified on menu or explained
Less than 16 wines are offered by the glass
Temperature of food incorrect
Visual appeal not evident

CAB5RD016

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use

All areas of the restaurant in view of the guest must minimally have:

Dining room exhibits/display tables - professional in appearance

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

CAB5RD017
145 Management observed interacting with guests during 4 Restaurant - Service Yes No N/A
dinner pts Dinner Execution:
Food & Beverage
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

Dinner not evaluated

Management must interact with guests during dinner

Management includes:

Chef
Manager
Non-uniformed supervisor
Sommelier

Dine in restaurant and mark NO if you did not encounter or observe management interacting with guests

CAB5RD018

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel does not have the facility on premises

Area is under complete renovation and not available for guest use
No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5RD019-r
147 Server takes pride in and takes care of personal 2 pts Restaurant - Service Yes No N/A
appearance Dinner Execution:
Food & Beverage
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
Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
75
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RD020-p
148 Server provides a warm welcome (Three Steps of 16 Restaurant - Service Yes No N/A
Service) pts Dinner Execution:
Food & Beverage
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

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Uses guest's name throughout transaction, if known

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5RD021-g
149 Server provides a fond farewell (Three Steps of 4 pts Restaurant - Service Yes No N/A
Service) Dinner Execution:
Food & Beverage
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

Employee must:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5RD022-c
150 Server uses appropriate verbiage and is "On Stage" 16 Restaurant - Service Yes No N/A
pts Dinner Execution:
Food & Beverage
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

The employee must:

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5RD023-a
151 Server anticipates need(s) 4 pts Restaurant - Service Yes No N/A
Dinner Execution:
Food & Beverage
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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5RD024-x
152 Server enhances emotional engagement (positive) 2 pts Restaurant - Service Yes No N/A
Dinner Execution:
Food & Beverage
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

The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5RD025-s
153 Server enhances emotional engagement (negative) 16 Restaurant - Service Yes No N/A
pts Dinner Execution:
Food & Beverage
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5RD026-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Dining room is under complete renovation and not available for guest use
Hotel does not have a dining room

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any cleanliness issues are noted

CAB5RF001
155 Dining Area Condition - Floor 4 Restaurant Condition: Compliant Minor Major N/A
pts - Facility Food &
Beverage
Mark N/A if any of the following:

Dining room is under complete renovation and not available for guest use
Hotel does not have a dining room

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any condition issues are noted

CAB5RF002
156 Dining Area Cleanliness - Walls, Doors, Ceiling, 4 Restaurant Cleanliness: Compliant Minor Major N/A
Windows/Treatments pts - Facility Food &
Beverage
Mark N/A if any of the following:

Dining room is under complete renovation and not available for guest use
Hotel does not have a dining room

Check the odor as you enter the area

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, lamp
shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls,
wands/batons, windows, window frames, window sills and window treatments

Mark NO if any cleanliness issues are noted

CAB5RF003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Dining room is under complete renovation and not available for guest use
Hotel does not have a dining room

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, lamp
shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls,
wands/batons, windows, window frames, window sills and window treatments

Mark NO if any condition issues are noted

CAB5RF004
158 Dining Area Cleanliness - Furniture, 4 Restaurant - Cleanliness: Compliant Minor Major N/A
Equipment, Décor Items pts Facility Food &
Beverage
Mark N/A if any of the following:

Dining room is under complete renovation and not available for guest use
Hotel does not have a dining room

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, creamer, decor items, drawers, electronic
equipment, fire extinguishers/cabinet, fireplace, fireplace screen, hardware, high chairs, HVAC/PTAC unit, lamps, lamp shades,
mantles, menu, mirrors, place setting, planters, plants, sofas, sugar caddy, tables, telephones, television/remote control, trash cans,
trees and other items

Mark NO if any condition issues are noted

CAB5RF005
159 Dining Area Condition - Furniture, 4 Restaurant - Condition: Compliant Minor Major N/A
Equipment, Décor Items pts Facility Food &
Beverage
Mark N/A if any of the following:

Dining Room is under complete renovation and not available for guest use
Hotel does not have a Dining Room

Mark NO if any condition issues or items not functioning

CAB5RF006

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Answer phone within 3 rings

Use guest name during call
Ask how many in party
Inform guest of the specials and/or house specialties (lunch/dinner)
Provide recommendations of menu items, if asked
Quote estimated delivery time
Repeat back complete order to guest, including any special requests and condiments mentioned by guest
Inform guest that gratuity is included on the check
o It is acceptable if server informs guest of included gratuity when presenting the check
Provide proper closing (e.g. Enjoy your meal, call if you need anything else)
Offer additional assistance
Offer own name during transaction

Place In-Room Dining order and mark NO if required procedures are not followed

CAB5RS002
162 Enter Server name(s) In-Room Service Execution:
Dining Food & Beverage
CAB5RS003
163 In-Room Dining delivered on time 4 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Timing of In-Room Dining order must minimally be:

Delivered on time
o Continental breakfast/coffee - within 15 minutes of placing order
o All other orders - within 25 minutes of placing order
Quoted accurately:
o Within 5 minutes of actual delivery time

Check In-Room 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 25 minutes
Order quoted more than 5 minutes of actual delivery time

CAB5RS004-t
164 Server offers proper greeting and follows correct 4 In-Room Service Execution: Yes No N/A
procedures for entering guestroom pts Dining Food & Beverage
Employee must:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if server does not follow the required standards

CAB5RS005
165 In-Room Dining order delivered as ordered and complete 16 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
In-Room Dining order must minimally be delivered:

As ordered
o All items requested
o No incorrect items
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 In-Room Dining order and timing and mark NO if you find any of the following:

Incorrect order delivered

Missing accompaniments
Missing dishes, linen and/or utensils
Missing food item

CAB5RS006
166 Server presents order and creates dining ambiance 4 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Server must minimally:

Asks where to position table/tray

o Offer to position chairs and tables, if applicable
o Removes plastic wrap from items, as applicable
o Offers to adjust viewing angle of television, if applicable
Review order with guest by taking cover off each item in turn, confirming:
o Order accuracy
 If order inaccurate:
 Server assumes correction is required (e.g. "I'll get that missing soup for you")
 Mark NO in item "In-Room Dining delivered as ordered and complete"
o Special cooking/preparation instructions (e.g. dressing on side, no sauce), if applicable
o Temperature (e.g. medium-rare), if applicable
Present wine, if applicable
o If bottled:
 Present bottle to guest
 Explain characteristics of wine
 Allow guest to taste wine
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
83
Category:
Q# Item Pts Group Answer
Area to Address
 If approved, wine is poured without picking up wine glass
o If by the glass:
 Explain characteristics of wine
Explain tray pick-up card or gives verbal instructions for tray pick-up
Remove previously used dishes and utensils from room, if applicable

Interact with employee and mark NO if employee does not follow required procedures

CAB5RS007
167 In-Room Dining service and equipment is clean and in 4 In-Room Service Execution: Yes No N/A
good condition pts Dining Food & Beverage
Evaluate all items on cart/table

Check china, decor items, glassware, linens, silverware, table and tray

Mark NO if you find any of the following:

Cleanliness issues
Condition issues
Table unstable
Tray wet

CAB5RS008
168 Server properly presents the check 4 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Check must be:

Accurate and complete

Presented inside a Ritz-Carlton folder with a Ritz-Carlton pen
o Hotel-specific folders acceptable

Interact with employee and mark NO if you encounter or observe one of the following:

Check not accurate

Check not presented according to standards

CAB5RS009
169 Food and beverages are fresh, of high quality, and 16 In-Room Service Execution: Yes No N/A
appropriately served pts Dining Food & Beverage
Food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal
Cold beverage served with fresh garnish

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Attention to detail not evident

Beverage (cold) not served with fresh garnish
Food not fresh
Food not properly prepared
Portion size not adequate
Temperature incorrect
Visual appeal not evident

CAB5RS010
170 In-Room Dining tray removal meets standard 2 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Tray must be removed from room/hallway:

within 1 hour of delivery, or

within 10 minutes following guest's call for removal

Check hallway and mark NO if you find any of the following:

Tray was not removed within 1 hour if no call is placed for retrieval
Tray was not removed within 10 minutes after call requesting tray removal

CAB5RS011-t
171 In-Room Dining Children's menu meets standard 2 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
A specially designated, age appropriate menu for children must be available and minimally:

It is acceptable if the above criteria is included in a specially designated children's menu section of the main In-Room Dining
menu

Mark NO if any of the above criteria is not met

CAB5RS020
172 Employee owns and resolves guest's requests and 4 In-Room Service Execution: Yes No N/A
opportunities immediately pts Dining Food & Beverage
Mark N/A if you find any of the following:

No problem or concern was encountered

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5RS012
173 Server takes pride in and care of personal appearance 2 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Employee must:

Meet standards of dress:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RS013-p
174 Server provides a warm welcome (Three Steps of Service) 4 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Employee must:

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Uses guest's name throughout transaction, if known

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5RS014-g
175 Server provides a fond farewell (Three Steps of Service) 4 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5RS015-c
176 Server uses appropriate verbiage and is "On Stage" 16 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
The employee must:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5RS016-a
177 Server anticipates need(s) 4 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5RS017-x
178 Server enhances emotional engagement (positive) 2 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
The employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5RS018-s
179 Server enhances emotional engagement (negative) 16 In-Room Service Execution: Yes No N/A
pts Dining Food & Beverage
Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5RS019-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Operator must:

Answer phone in 3 rings or less

Provide a warm greeting with a smile in their voice
Address you by name
Ask appropriate questions and reply in a professional manner
Take the wake-up call information

Contact Operator and mark NO if you find any of the following:

Employee addresses you by name before verifying the gender of person making phone call
Employee does not address you by name
Phone not answered within 3 rings
Placed on hold for more than 3 minutes
Warm greeting not provided

CAB5WC002
183 Hotel Operator offers a 15 minute follow-up call, confirms 4 Wake-Up Service Execution: Yes No N/A
all information and offers warm closing pts Call Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Operator must:

Offer 15 minute follow-up call

Offer complimentary tea/coffee to be delivered to the room just after the wake-up call (Club Level only) (RC)
Verify information for accuracy
Ask if there is any other way for them to be of service
Be courteous, helpful and articulate
Extend a fond farewell; sincerely thank you and use your name

Contact Operator and mark NO if you any of the above criteria is not met:

CAB5WC003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Call and follow-up call must be within 2 minutes of requested time

Operator must minimally:

Provide a warm greeting with a smile in their voice

Address you by name
Provide current time
Provide temperature or weather forecast
Offer 15 minute follow-up call
o If follow-up call is already scheduled offer should not be made
Extend fond farewell

Answer calls and mark NO if you find any of the following:

Current time, temperature or weather forecast not provided

Follow-up call not offered
Wake-up or follow-up call not on time
Wake-up or follow-up call not given
Warm welcome or fond farewell not provided

CAB5WC004

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

By 4:00pm if no request is made

Within 30 minutes of requested time if request is made (RC)
Within 1 hour of requested time if request is made (RCDC)

Mark NO for any of the following:

Room not cleaned within 30 minutes of requested time (RC)

Room not cleaned within 1 hour of requested time (RCDC)
Room not cleaned by 4:00pm

CAB5HSK001-t
186 Guest belongings have been straightened 2 Housekeeping Service Execution: Yes No N/A
pts - Day Service Guest Services
Guest belongings must be straightened in the following manner:

Shoes neatly paired and straightened

Guest clothing neatly folded
Guest jackets or coats hung on valet stand or in closet
Newspapers neatly arranged
Personal toiletries neatly straightened and placed on a washcloth

Review cleaned room and mark NO if personal belongings have not been straightened

HSK802
187 Bath amenities/terry replaced/straightened 2 Housekeeping Service Execution: Yes No N/A
pts - Day Service Guest Services
Bath terry and amenity service must minimally include:

Bud vase flowers maintained, if provided

Guest amenities (e.g. shampoo, soap, lotion) refreshed with new set and neatly arranged
o It is acceptable if any used amenities are present in addition to the new, refreshed set
Hair dryer cord properly coiled and neatly placed
Glasses replenished, spot free and underlined
o Glasses must not be bagged/wrapped
 Glasses must be bagged/wrapped in California and where local law requires
Towels replaced to original stock
o Towels properly folded and placed on rack with logo centered and facing out (if applicable)
o Towels left on floor must be replaced
o Towels left hanging must not be replaced
 It is acceptable if used towels are straightened
Bathroom area rugs fresh and neatly in place
Robes available for guest
o One robe must be hung in bathroom on hanger

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Review cleaned room and mark NO if items have not been straightened

CAB5HSK003
188 Furnishings and products in the room are returned to 2 Housekeeping Service Execution: Yes No N/A
standard position pts - Day Service Guest Services
Guestroom furnishings must be returned to their original place or position:

Curtains or shutters open

Desk chair angled
TV armoire closed (if applicable)

Products must be replaced or returned to their original position or setting:

Ashtray and matches - in bedroom and bathroom in smoking rooms, if applicable (non-US hotels)
CD/Alarm radio
Laundry, pressing, dry cleaning bag and order form
Phone cords - coiled or hung; not tangled
Ice bucket - empty, dry and clean
Glassware
Magazines - arranged

If Iron and Ironing board have been removed from the closet by the guest, they are to be neatly stored in an out of the way
location in the room, not placed back in closet

Printed collateral must be replaced or refreshed and returned to the original position:

Stationery and envelopes

RC pens and memo pads
Collateral, brochures, and materials

Review cleaned room and mark NO if 3 or more items have not been straightened, replenished or returned

CAB5HSK004
189 Odor is neutral 4 Housekeeping Service Execution: Yes No N/A
pts - Day Service Guest Services
Check to ensure that the room/suite odor is neutral and mark NO if you find any of the following:

Heavy air freshener

Mildew or musty odor
Odor not neutral
Smoke or food odor
Other odors

CAB5HSK005

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check all trash cans and mark NO if you find any of the following:

Any trash can not emptied

Liner(s) missing/dirty

CAB5HSK006
191 Vanity, sink, mirrors, cabinets and drawers are 16 Housekeeping - Day Service Yes No N/A
clean pts Service Execution:
Guest Services
Check cabinets, caulking, doors, drawers, hardware, mirrors, shelf, sink, tissue box/cover and vanity

Mark NO if you find any cleanliness issues

CAB5HSK007
192 Toilet, tub/shower and shower curtain are clean 16 Housekeeping - Day Service Yes No N/A
pts Service Execution:
Guest Services
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
193 Bathroom floor is clean 16 Housekeeping - Day Service Yes No N/A
pts Service Execution:
Guest Services
Check base, corners, edges, floor, grout, threshold and transition strip and mark NO if you find any cleanliness issues

CAB5HSK009
194 Bedding is properly serviced and is clean and in 16 Housekeeping - Day Service Yes No N/A
good condition pts Service Execution:
Guest Services
Evaluate adherence to hotel's linen re-use program

Focused Room/Suite Review:

To check pillows:
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
94
o Check outside of all pillow cases
To check bedding:
o Check both sides of bed scarf or bedspread/comforter
o Check top side of decorative top sheet
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
195 Carpet/floor is clean 4 pts Housekeeping - Day Service Yes No N/A
Service Execution:
Guest Services
Focused Room/Suite Review:

Check carpet, carpet base, floor and transition strips

Mark NO if you find cleanliness issues

CAB5HSK011
196 Balcony/patio furniture is clean and straightened 2 pts Housekeeping - Day Service Yes No N/A
Service Execution:
Guest Services
Mark N/A if you find any of the following:

Guest room/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
197 Enter Housekeeper name Housekeeping - Day Service
Service Execution:
Guest Services
CAB5HSK013
198 Housekeeper takes pride in and takes care of 2 pts Housekeeping - Day Service Yes No N/A
personal appearance Service Execution:
Guest Services
Mark N/A if you find any of the following:

Employee not present

Employee not observed

Employee must:

Meet standards of dress:

o Be in uniform:
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
95
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5HSK015-p
199 Housekeeper provides a warm welcome (Three 4 pts Housekeeping - Day Service Yes No N/A
Steps of Service) Service Execution:
Guest Services
Mark N/A if you find any of the following:

Not present during service

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smile throughout the warm welcome
Uses guest's name throughout transaction, if known

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
No smile

CAB5HSK016-g

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee not present

Employee not observed

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5HSK019-p

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Not observed

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smile throughout the warm welcome

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
No smile

CAB5HSK020-g

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

By 9:30 pm if no request is made

Within 15 minutes of requested time if request is made (RC)
Within 30 minutes of requested time if request is made (RCDC)

It is acceptable for turndown service not to be provided on arrival night at Destination Clubs. Evaluate service on second night.
(RCDC)

Mark NO if any of the following:

No turndown service is provided

Room is not turned down by the required time

CAB5TD002
205 Bathroom receives second service 4 Housekeeping Service Execution: Yes No N/A
pts - Turndown Guest Services
Service
Turndown service must include:

Amenities - refreshed and neatly arranged

Bathmat - placed on floor in front of tub/shower
Countertops - clean and dry
Glasses - replenished, spot free and underlined
o Glasses must not be bagged/wrapped
 Glasses must be bagged/wrapped in California and where local law requires
Paper products - replenished
Toilet and floor - clean
Toilet paper - tipped
Sink - clean and the sink stopper is closed
Towels - replenished to par, folded and presented on rack with logo facing forward, if applicable
Tub and shower - clean

Review room after service and mark NO if bathroom service was not complete

CAB5TD003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Shoes are neatly paired and straightened

Guest clothing is neatly folded
Guest jackets or coats are hung on valet or in closet
Newspapers are neatly arranged
Personal toiletries are neatly straightened and placed on a washcloth

Review cleaned room and mark NO if any of the following:

Personal belongings have not been straightened

No turndown service is provided

TD804
207 Bed turndown meets standards 4 pts Housekeeping - Turndown Service Execution: Yes No N/A
Service Guest Services
Bed turndown must include:

Bed linens - turned down at an angle on one side if only one guest is using the bed
o It is acceptable to turn the bed back flat across the top if both sides of the bed are being used
Bedside mat(s) - placed by the bed (Club Level/suites only)
Pillows - Euros (if applicable) and decorative pillows removed and others laid flat
Slippers - presented on bedside mat (Club Level/suites only)
Turndown amenities - placed on or near bed:
o Breakfast menu for In-Room Dining
o Chocolate or other turndown amenity based on Scenography or local culture (e.g. tea amenity in China)
 If Ritz-Carlton chocolate amenity present, must minimally be 2 pieces
 1 milk and 1 dark chocolate
 It is acceptable to provide a customized turndown amenity that is in keeping with Scenography or local
culture as long as it is consumable and exceeds the RC chocolates program in quality and presentation
o Evening note (e.g. Sweet Dreams)
 Resort Activity Sheet for the next day is not acceptable
o TV Remote Control

Review room after service and mark NO if any of the following:

Bed turndown does not meet required standard

No turndown service is provided

TD805
208 Guestroom living area receives 2 pts Housekeeping - Turndown Service Execution: Yes No N/A
second service Service Guest Services
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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Floor or carpets not clean

In-Room Dining articles not removed
No turndown service is provided
Personal item(s) removed as trash
Trash or debris left in the room
Trash cans not emptied

CAB5TD006
209 Guestroom is set to an evening 4 pts Housekeeping - Turndown Service Execution: Yes No N/A
ambiance Service Guest Services
Evening ambiance must include:

Alarm clock turned to face bed

Bottled water, glass and coaster placed at bedside
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 1 left on at the lowest setting
o For Suite rooms - the entry light must be left on
Music playing softly in background (AP optional)
o Music must be classical or soft jazz
 It is not acceptable to have talk radio, sports programming, etc.
o If music provided by television, music only brand video (without voiceover) is acceptable
Ice bucket filled
Glassware replenished and spot free
o Glasses must not be bagged/wrapped
 Glasses must be bagged/wrapped in California and where local law requires
Newspapers, magazines, collateral, memo pads, pens, etc. neatly straightened
o It is acceptable if item(s) not replenished

Review room after service and mark NO if any of the following:

Minimum of 1 light not left on at lowest setting

Required item missing or incomplete

TD807

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Service or area is not evaluated

Employee must:

Answer phone within 3 rings

Use proper telephone etiquette during the transaction
Use your name during the transaction
Provide time quote for response
o It is acceptable if quote is non-specific (e.g. "Immediately", "They will be right up")

Contact operator and mark NO if you experience or observe the following:

Guest name not used

Phone not answered in 3 rings
>Proper telephone etiquette not used
Time quote for response not provided

CAB5RAP002
213 Enter Employee name(s) who responded to request Rapid Service Execution:
Response Guest Services
CAB5RAP005
214 Enter Department name of person who responded to Rapid Service Execution:
request, if provided Response Guest Services
CAB5RAP006
215 Employee meets standard for Rapid Response 4 Rapid Service Execution: Yes No N/A
pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Employee must minimally:

Announce their department when knocking

Provide a proper greeting and/or salutation (e.g. Good afternoon, Mr. Smith)
Request permission to enter the room
Rectify problem

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Department name not announced

Guest name not used
Permission to enter room not requested
Problem not rectified
Proper greeting and/or salutation not provided

CAB5RAP003
216 Employee provides timely response and service 4 Rapid Service Execution: Yes No N/A
pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

Employee must minimally:

Arrive to guest room within 20 minutes of call

Rectify problem within 10 minutes or provide time estimate for resolution

If employee does not arrive within 20 minutes, mark NO on all items except:

Operator meets standard for Rapid Response call - evaluate as written

Takes pride in personal appearance - mark N/A

It is acceptable if the employee arrives after 20 minutes to either allow them to rectify problem or politely refuse service (e.g.
"That's OK, I fixed it myself")

Interact with employee and mark NO if employee you observe the following:

Employee did not arrive within 20 minutes

Estimate of resolution time not provided (if longer than 20 minutes)

CAB5RAP004-t
217 Employee owns and resolves guest's requests and 16 Rapid Service Execution: Yes No N/A
opportunities immediately pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

Employee must:

Listen actively and empathetically

Offer a genuine apology
Ask effective questions to get to the root cause of the problem
Solve the problem within 10 minutes
Thank the guest
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
103
Category:
Q# Item Pts Group Answer
Area to Address
Ensure re-engagement through confirming satisfaction (if applicable)
Document the defect in Mystique

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5RAP007-r
218 Employee takes pride in and takes care of personal 2 Rapid Service Execution: Yes No N/A
appearance pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
104
Category:
Q# Item Pts Group Answer
Area to Address
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RAP008-p
219 Employee provides a warm welcome (Three Steps of 16 Rapid Service Execution: Yes No N/A
Service) pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provide eye contact and smile throughout the warm welcome

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
No smile

CAB5RAP009-g
220 Employee provides a fond farewell (Three Steps of Service) 4 Rapid Service Execution: Yes No N/A
pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

Employee must:

Provide fond farewell; (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mentions their own name at any time during encounter
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests
Wishes of a pleasant stay not offered

CAB5RAP010-c
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
105
Category:
Q# Item Pts Group Answer
Area to Address
221 Employee uses appropriate verbiage and is "On Stage" 16 Rapid Service Execution: Yes No N/A
pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

The employee must:

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5RAP011-a
222 Employee anticipates need(s) 4 Rapid Service Execution: Yes No N/A
pts Response Guest Services
Mark N/A if you find any of the following:

Service or area is not evaluated

Not present during service

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5RAP012-x

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Lobby Concierge must:

Step around desk once during interaction, if desk design allows (RC only)
Be knowledgeable of hotel/local events and suggests must do or must see items
o Recommendations should be customized to meet the needs of the guest (e.g. kid-friendly ideas for families)
Recommend in-house outlets prior to those off property
Make reservation if requested by guest
Anticipate needs by offering additional services (e.g. to make reservations when asked about restaurants or spa, to book
taxi to a local attraction)

Interact with Lobby Concierge and mark NO if you find any of the following:

Concierge not knowledgeable of local area

Concierge did not recommend in-house outlets first
Concierge did not make reservations as requested by the guest

CAB5LC002-k
226 Printed information is available for guests and meets 4 Lobby Service Execution: Yes No N/A
standards pts Concierge Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must offer to print a confirmation card for every reservation

It is acceptable for guest to be asked if they would like:

o To wait for the confirmation card to be printed, OR
o To receive an email confirmation of the arrangements, OR
o To offer to deliver confirmation cards to guest room

Confirmation cards and printed directions (if provided) must be:

Computer-generated or typed
Professional appearance (no photocopies)
It is acceptable for a map to be used to show direction

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Confirmation card not offered

Directions/confirmation cards not computer generated or typed
Materials not professional in appearance
Photocopies are used
Request information not available

CAB5LC003
227 Concierge service is provided promptly 4 Lobby Service Execution: Yes No N/A
pts Concierge Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must greet guest and offer assistance within 5 minutes of arrival to the area

It is acceptable for another employee to provide assistance if the concierge is occupied by another guest or has a queue

Employee 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 employees 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 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 employee to take a message rather than assist the guest

Mark NO if you are not assisted:

within 5 minutes of your arrival to the area

within 15 minutes of your initial call

CAB5LC004-t
228 Employee owns and resolves guest's requests and 16 Lobby Service Execution: Yes No N/A
opportunities immediately pts Concierge Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No problem or concern was encountered

Employee must:

Listen actively and empathetically

Offer a genuine apology
Ask effective questions to get to the root cause of the problem
Solve the problem within 10 minutes
Thank the guest

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5LC005-r
229 Lobby Concierge takes pride in and care of personal 2 Lobby Service Execution: Yes No N/A
appearance pts Concierge Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee not present
Employee not observed

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
109
Category:
Q# Item Pts Group Answer
Area to Address
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5LC006-p
230 Lobby Concierge provides a warm welcome (Three Steps 16 Lobby Service Execution: Yes No N/A
of Service) pts Concierge Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must:

Make immediate eye contact, smile, and acknowledge you

Acknowledges you if you are waiting in line
Provides eye contact and smile throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5LC007-g
231 Lobby Concierge provides a fond farewell (Three Steps of 4 Lobby Service Execution: Yes No N/A
Service) pts Concierge Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5LC008-c

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Employee must:

Use appropriate verbiage (e.g. "Certainly", "My Pleasure", "immediately", "I would be happy to")
Smile and maintain eye contact
Offer to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions to a location in a different area of the hotel (e.g. business
center, ice machine, gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Escort/offer to escort not made when directions required
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non work-related matters discussed in your presence

CAB5LC009-a
233 Lobby Concierge anticipates need(s) 4 pts Lobby Concierge Service Execution: Yes No N/A
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5LC010-x
234 Lobby Concierge enhances emotional engagement 2 pts Lobby Concierge Service Execution: Yes No N/A
(positive) Guest Services
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5LC011-s
235 Lobby Concierge enhances emotional engagement 16 pts Lobby Concierge Service Execution: Yes No N/A
(negative) Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5LC012-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Club Level Lounge minimum hours of operation are from 7:00am to 10:00pm and a Club Concierge must be present

Club Concierge or attendant must:

Offer a welcome beverage upon arrival to the lounge

o If offer accepted, welcome beverage must be served on a tray with napkin
Clear tables in a timely fashion

Club Concierge must:

Offer check-in and check out services

Be knowledgeable regarding hotel services and area attractions
Provide preferred reservations for on-site activities, e.g. restaurant, golf, spa

Visit the Club Level Lounge during hours of operation

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not able to provide check-in and check-out services

Employee not able to provide reservations for on-site activities
Employee not knowledgeable about the hotel or area attractions
Employee not present during hours of operations
Employee not responsive
Tables not cleared in a timely fashion
Welcome beverage not offered to guests or served on tray with napkin

CL803-k

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Club Lounge must minimally have/be:

Computers (2) for guest use:

o Laptops or dedicated stations
o Complimentary
o It is not acceptable to include the Club desk computer for guest use
Copy services available
Fax services (in and out-bound) available
Fresh floral arrangements or live plants
o Dead flowers or plants are not acceptable
o If in clear vase, water must be visibly fresh
Furniture
o Arranged to provide a variety of intimate seating areas
Music - background
Pressing service (complimentary on 2 items per room per day)
Printer/printing services (e.g. computer station, concierge desk, back office)
Reading materials available (e.g. newspapers, magazines, books)
Wifi internet connectivity in the lounge (complimentary)
One 30-minute 'Experiential Event' per weekend

Club Lounge staff must minimally:

Assist with reservations, tickets, and information on a complimentary basis

Be present during all times when food (not snacks) or liquor services are offered

Check staffing, amenities and facility and mark NO if you find any of the following:

Employee not available to assist with required services

Employee not on duty when food/liquor service offered
Required services or amenities are not available
Services are not provided complimentary

CL804
241 Club Lounge F and B presentation schedule meets 4 Club Product Yes No N/A
standard pts Lounge Standards:
General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Club Lounge must minimally provide complimentary F&B products/services:

Coffee, tea, soda, ice water (during opening hours)

o Specialty coffee machine (e.g. espresso, cappuccino) visible in guest area
Breakfast from 7 am - 11 am
Lunch from 12 pm - 2 pm
Light snacks from 2 pm - 4 pm or afternoon tea from 2:30 pm - 4:30 pm
Evening hors d’oeuvres from 5 pm - 8 pm
o Complimentary alcoholic beverages
Chocolates and cordials from 8 pm - 10 pm

Check Club lounge and mark NO if selected presentation not offered as required

CL805
242 Club Lounge Breakfast F&B presentations meet 16 Club Service Yes No N/A
standards pts Lounge Execution:
Guest Services
Access to Club Level Lounge not available
Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Breakfast presentation not evaluated

Breakfast presentation (7:00 am - 11:00 am) must minimally include:

3 types of yogurt (e.g. Greek, low-fat, pro-biotic yogurt drink)

Yogurt parfait
4 varieties of cereal
o 2 adult/wellness (e.g. Kashi, Corn Flakes)
o 2 children's types (e.g. Froot Loops, Rice Crispies)
Hot oatmeal or local equivalent (e.g. Congee)
5 types of toppings for hot cereal (e.g. flax seed, raisins)
1 hot egg dish
2 additional hot breakfast items (e.g. bacon, potatoes, dim sum)
3 types of cheeses
3 sliced charcuterie items (e.g. ham, turkey, prosciutto)
Smoked salmon with condiments
3 fresh sliced fruits to minimally include
o 1 melon (e.g. watermelon, honeydew)
o 1 tropical (e.g. pineapple)
2 types of berries (e.g. strawberries, lychee)
3 types of fresh muffins
4 bread/toast options (e.g. English muffins, plain bagels, pita)
1 gluten-free bread/bakery option
3 whole fruits (bananas, apricots)
2 fruit compotes

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Coffee with condiments

Tea with condiments
4 fruit juice options (e.g. orange, tomato)
Milk
o Skim milk
o 2% milk
o Whole milk
Water - bottled

Quality of the food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Labels are professionally presented
Show attention to detail and visual appeal

Visit the Club Level Lounge during a F&B presentation

Taste several items available to evaluate quality

Evaluate food and beverage items and mark NO if you experienced or observed any of the following:

Attention to detail not evident

Beverage presentation does not meet standard
Food item(s) not correct temperature
Food item(s) not fresh
Food item(s) not properly prepared
Portion size not adequate
Labels not professionally presented
Visual appeal not evident

CL806
243 Club Lounge Lunch F&B presentations meet 16 Club Service Yes No N/A
standards pts Lounge Execution:
Guest Services
Access to Club Level Lounge not available
Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Lunch presentation not evaluated

Lunch presentation (12:00 pm - 2:00 pm) must minimally include:

1 hot or cold soup

3 types of sandwiches
2 cheese varieties

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Beverage presentation must minimally include:

Coffee with condiments

Tea with condiments
Soda - 3 types or more
Water - bottled

Quality of the food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal

Visit the Club Level Lounge during a F&B presentation

Taste several items available to evaluate quality

Evaluate food and beverage items and mark NO if you experienced or observed any of the following:

Attention to detail not evident

CL807
244 Club Lounge Light Snacks presentations meet 16 Club Service Yes No N/A
standards pts Lounge Execution:
Guest Services
Access to Club Level Lounge not available
Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Light snacks presentation not evaluated

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Beverage presentation must minimally include:

Coffee with condiments

Tea with condiments
Soda - 3 types or more
Water - bottled

It is acceptable for Afternoon Tea (2:30 pm - 4:30 pm) to be presented in place of light snacks

Quality of the food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal

Visit the Club Level Lounge during a F&B presentation

Taste several items available to evaluate quality

Evaluate food and beverage items and mark NO if you experienced or observed any of the following:

Attention to detail not evident

CL808
245 Club Lounge Evening F&B presentations meet 16 Club Service Yes No N/A
standards pts Lounge Execution:
Guest Services
Access to Club Level Lounge not available
Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Evening F&B presentation not evaluated

Evening hors d'oeuvres (5:00 pm - 8:00 pm) must minimally include:

1 vegetable and dip

1 cold item (e.g. sushi, bruschetta)
3 individual cold appetizers/canapés
2 hot appetizers in individual portions
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
119
Category:
Q# Item Pts Group Answer
Area to Address
3 different cheese options with accompaniments (e.g. olives, flavored nuts, crackers)

Beverage presentation (5:00 pm - 8:00 pm) must minimally be/include:

Complimentary
Self-service available on the following items:
o Soda - 3 types or more
o Water - bottled
o Coffee
o Tea
o It is acceptable if beer and wine is self-serve
2 white wines
o One must be Steven Kent Chardonnay (US/CAN, CALA)
2 red wines
o One must be Steven Kent Cabernet (US/CAN, CALA)
1 sparkling wine/champagne
o Champagne Ritz Brut NV (US/CAN, CALA)
Spirits and Cordials
o 2 rums
 Bacardi Superior
 Captain Morgan Original Spiced Rum
o 2 Vodkas
 Absolut
 Prairie Organic
o Tanqueray Gin
o Patron Silver
o Jameson Irish Whiskey
o Jack Daniels
o Johnny Walker Red
o Courvoisier V.S
o Bailey’s Irish Cream
o Campari
o Disaronno Original Amaretto
o Kahlua
o Choice of one port
Beer
o US/CAN, South-CALA:
 One light beer
 Stella Artois
 Blue Moon Belgium White
 Corona Extra
 One locally sourced craft beer
o AP, EU,MEA:
 must provide regionally specific beers
Non-Alcoholic mixers (e.g. cranberry juice, Bloody Mary mix, sour mix)
Bar garnishes (e.g. olives, lemon wedges, cherries)

Quality of the food and beverage presentations must:

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
120
Category:
Q# Item Pts Group Answer
Area to Address
Show attention to detail and visual appeal

Visit the Club Level Lounge during a F&B presentation

Taste several items available to evaluate quality

Evaluate food and beverage items and mark NO if you experienced or observed any of the following:

Attention to detail not evident

CL809
246 Club Lounge Chocolates and Cordials presentations 16 Club Service Yes No N/A
meet standards pts Lounge Execution:
Guest Services
Access to Club Level Lounge not available
Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Chocolates and Cordials presentation not evaluated

Chocolates presentation (8:00 pm - 10:00 pm) must minimally include:

Dessert fondue or fountain

5 dipping items (e.g. madeleines, strawberries)
3 mini chocolate dessert items (not to exceed 2" x 2")
4 chocolate candies/truffles
8 candy jars with a variety of locally popular and/or homemade candies (e.g. fudge, toffee, Turkish Delight)

Beverage and cordials presentation (8:00 pm - 10:00 pm) must minimally be/include:

Complimentary
Self-service available on the following items:
o Soda - 3 types or more
o Water - bottled
o Coffee
o Tea
Cordials
o Courvoisier V.S
o Bailey’s Irish Cream
o Campari
o Disaronno Original Amaretto
o Kahlua
o Choice of one port

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Be of high quality and fresh

Adequate in portion size
Delivered at right temperature (cold/hot/warm)
Properly prepared (well-done, salty, etc.)
Show attention to detail and visual appeal

Visit the Club Level Lounge during a F&B presentation

Taste several items available to evaluate quality

Evaluate food and beverage items and mark NO if you experienced or observed any of the following:

Attention to detail not evident

CL810
247 Employee owns and resolves guest's requests and 16 Club Service Yes No N/A
opportunities immediately pts Lounge Execution:
Guest Services
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
122
Category:
Q# Item Pts Group Answer
Area to Address
Does not thank you

CL811-r
248 Club Concierge takes pride in and care of personal 2 Club Service Yes No N/A
appearance pts Lounge Execution:
Guest Services
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CL812-p

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Employee must:

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smile throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile
Welcome not provided

CL813-g
250 Club Concierge provides a fond farewell (Three Steps 4 Club Service Yes No N/A
of Service) pts Lounge Execution:
Guest Services
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mentions their own name at any time during encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CL814-c

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employees and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CL815-a
252 Club Concierge anticipates need(s) 4 Club Service Yes No N/A
pts Lounge Execution:
Guest Services
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CL816-x

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CL817-s
254 Club Concierge enhances emotional 16 Club Service Yes No N/A
engagement (negative) pts Lounge Execution:
Guest Services
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

Confidence
o Did I receive flawless service that embodied the Ritz-Carlton experience?
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
126
o Ritz-Carlton always delivers on what they promise
o Ritz-Carlton is a name I can trust
Integrity
o Ritz-Carlton always treats me fairly
o If a problem arises, I can always count on Ritz-Carlton to reach a fair and satisfactory resolution
Pride
o Ritz-Carlton always treats me with respect
o I feel proud to be a Ritz-Carlton customer
Passion
o I can't image a world without Ritz-Carlton
o Ritz-Carlton is the perfect hotel for people like me

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CL818-s
255 Club Lounge floor is clean 4 Club Cleanliness: Compliant Minor Major N/A
pts Lounge General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check the bathroom (if provided)

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl and mark NO if you
find any cleanliness issues

CL819
256 Club Lounge floor is in good condition 4 Club Condition: Compliant Minor Major N/A
pts Lounge General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check the bathroom (if provided)

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl and mark NO if you
find any condition issues

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check the bathroom (if provided)

Check the odor as you enter the area

Check base, blinds, ceiling, chair rail, corner guard, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plate, lighting, odor, outlet covers, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window frames, window sills and window treatments and mark NO if you find any cleanliness issues

CL821
258 Club Lounge walls, doors, ceiling and 4 Club Condition: Compliant Minor Major N/A
windows/treatments are in good condition pts Lounge General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check the bathroom (if provided)

Check base, blinds, ceiling, chair rail, corner guard, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plate, lighting, outlet covers, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window frames, window sills and window treatments and mark NO if you find any condition issues

CL822
259 Club Lounge furniture, equipment and 4 Club Cleanliness: Compliant Minor Major N/A
decor items are clean pts Lounge General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check the bathroom (if provided)

Check artwork,benches, cabinets, ceiling fans, chrome, counters, decor items, dispensers, fire extinguishers/cabinet, furniture,
hardware, HVAC/PTAC, lighting, machines, mirror, plants, planters, shelves, sink, toilet, trash can, trees and vanity and mark
NO if you find any cleanliness issues

CL823

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check the bathroom (if provided)

CL824
261 Balcony/patio and furniture are clean 4 Club Cleanliness: Compliant Minor Major N/A
pts Lounge General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use

Check balcony, ceiling, furniture, lights, patio, railings and walls and mark NO if you find any cleanliness issues

CL825
262 Balcony/patio and furniture are in good 4 Club Condition: Compliant Minor Major N/A
condition pts Lounge General Facility
Mark N/A if you find any of the following:

Access to Club Level Lounge not available

Area/service not selected for evaluation
Hotel does not have a Club Level Lounge
Club Level Lounge is under complete renovation and not available for guest use
Club Lounge does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls and mark NO if you find any condition issues

CL826

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Employee must:

Handle work undertaken with professionalism

o Level of professionalism would be that expected of professional secretaries
Inform guest of any charges

Verify Business Center is attended or sign is present with instruction on how to request assistance

Signage must be printed and presented professionally (e.g. in frame on desk, in frame on wall)

Interact with employee and mark NO if you encounter or observe any of the following:

Employee does not assist you with request

Employee not present
Employee does not inform you of charges, if applicable

CAB5BC002
266 Business services are provided in a timely manner 4 Business Service Yes No N/A
pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Employee must offer assistance within 1 minute of arrival

If no attendant present:
o Request assistance
o Attendant must be available within 10 minutes from request

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Charges must be posted to guest account within 30 minutes of departure or delivery of materials, if applicable

It is acceptable for no charges to be posted to account if credit card is used to access equipment

Interact with employee and mark NO if you encounter or observe any of the following:

Employee does not assist you with request

Employee not present
Employee does not offer assistance within 1 minute of arrival
Employee not present within 10 minutes
Charges incorrect or posted later than 30 minutes, if applicable

CAB5BC003-t
267 Employee owns and resolves guest's requests and 4 Business Service Yes No N/A
opportunities immediately pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises
No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5BC004-r
268 Attendant takes pride in and care of personal 2 Business Service Yes No N/A
appearance pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5BC005-p
269 Attendant provides a warm welcome (Three Steps of 4 Business Service Yes No N/A
Service) pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Make immediate eye contact, smile, and acknowledge you

Provides eye contact and smile throughout the warm welcome
Employee asks for name and uses it throughout transaction

If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10 minutes

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5BC006-g
270 Attendant provides a fond farewell (Three Steps of 4 Business Service Yes No N/A
Service) pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Employee must:

If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10 minutes

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5BC007-c
271 Attendant uses appropriate verbiage and is "On 4 Business Service Yes No N/A
Stage" pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offers to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions to a location in a different area of the hotel (e.g. business
center, ice machine, gift shop)
Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10 minutes

Mark NO if you encounter or observe any of the following:

Employee not present

CAB5BC008-a
272 Attendant anticipates need(s) 4 Business Service Yes No N/A
pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Insufficient time allowed to anticipate need(s)

CAB5BC009-x

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10 minutes

If emotional engagement was positively enhanced, mark YES

>Mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5BC010-s
274 Attendant enhances emotional 16 Business Service Yes No N/A
engagement (negative) pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

Confidence

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10 minutes

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5BC011-s
275 Business Center meets minimum hours of 2 Business Product Yes No N/A
operation pts Center Standards:
General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Minimum hours of operation are:

7:00 am - 7:00 pm, seven days a week (RC)

8:00 am - 7:00 pm, Monday - Friday (RCDC)

Signage must be printed and professionally presented (e.g. in frame on desk, in frame on wall)

Check signage or ask an employee for hours of operation and mark NO if minimum hours are not met

CAB5BC012
276 Business Center services meet standards 2 Business Product Yes No N/A
pts Center Standards:
General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
136
Property does not have the facility on premises

RC Business Center must minimally have:

Office supplies:
o Highlighters
o Paper clips
o Pens/pencils
o Post-It notes
o Scissors
o Scotch tape
o Stapler
Equipment:
o Computers/workstations (2)Copier or copy services
o High speed internet access
o Printer or printing services
o Shredder
o Telephones (2),
 It is acceptable if one is located at attendant's desk
o All equipment must be in working order
Instruction signs on how to use equipment
o Signage must be printed and professionally presented

_________________________

RCDC Business Center must minimally have:

Office supplies:
o Pens/pencils
o Post-It notes
Equipment:
o Computer / Workstation (1)
o High speed internet access
o Printer or printing services
o Telephone (1)
 It is acceptable if one is located at attendant's desk
o All equipment must be in working order
Instruction signs on how to use equipment
o Signage must be printed and professionally presented

If employee present: (RC/RCDC)

Ask if mail and overnight shipping are available

Check facility and mark NO if you encounter or observe any of the below:

Mail/overnight shipping not available

Out of Order sign on equipment
Selected equipment not available
Selected supplies not available

CAB5BC013
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
137
277 Business Center Cleanliness - Floor 2 Business Cleanliness: Compliant Minor Major N/A
pts Center General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any cleanliness issues are noted

CAB5BC014
278 Business Center Condition - Floor 2 Business Condition: Compliant Minor Major N/A
pts Center General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any condition issues are noted

CAB5BC015
279 Business Center Cleanliness - Walls, 2 Business Cleanliness: Compliant Minor Major N/A
Doors, Ceiling, Windows/Treatments pts Center General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Check the odor as you enter the area

Check base, blinds, ceiling, chair rail, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plate, lamp shades, lighting, outlet covers, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents,
wands/batons, walls, windows, window frames, window sills and window treatments

Mark NO if any cleanliness issues are noted

CAB5BC016
280 Business Center Condition - Walls, Doors, 2 Business Condition: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts Center General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any condition issues are noted

CAB5BC017
281 Business Center Cleanliness - Furniture, 2 Business Cleanliness: Compliant Minor Major N/A
Equipment, Décor Items pts Center General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Check artwork, benches, cabinets, ceiling fans, chairs, computer equipment, counters, decor items, equipment, fire
extinguishers/cabinet, furniture, hardware, HVAC/PTAC, lighting, mirror, plants, planters, shelves, sofas, tables, telephone,
television/remote control, trash can and trees

Mark NO if any cleanliness issues are noted

CAB5BC018
282 Business Center Condition - Furniture, 2 Business Condition: Compliant Minor Major N/A
Equipment, Décor Items pts Center General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have the facility on premises

Mark NO if any condition issues or items not functioning

CAB5BC019

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use

Enter receipt number from Gift Shop purchase

If receipt not provided enter "No receipt provided"

If non provided due to technical issue enter "No receipt provided - technical issue"

CAB5RET002
286 Gift Shop Agent provides a pleasant retail experience 4 Retail Service Yes No N/A
pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use

For hotels with multiple retail outlets, select the primary outlet containing sundries

Employee must:

Offer assistance while you are selecting items

Provide assistance when asked and assist you
o Accept the offer of assistance
Attempt to close sale
Provide receipt
o It is acceptable if receipt is brought to you prior to departure from hotel if there is technical issue

If no agent present, mark NO for all items except 'Takes pride in personal appearance'

Browse retail area, interact with employee and mark NO if you encounter or observe any of the following:

Employee does not assist you

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5RET003
287 Gift shop service is offered in a timely manner 2 Retail Service Yes No N/A
pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use

Employee must be available and acknowledge you within 2 minutes

It is acceptable for another employee to assist you if agent is not available

Mark NO if no employee assists or acknowledges you within 2 minutes

CAB5RET004-t
288 Gift Shop Agent takes pride in and care of personal 2 Retail Service Yes No N/A
appearance pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use
Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
141
Category:
Q# Item Pts Group Answer
Area to Address
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5RET005-p
289 Gift Shop Agent provides a warm welcome (Three 4 Retail Service Yes No N/A
Steps of Service) pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use

Employee must:

Make immediate eye contact, smile and acknowledge you

Acknowledges you if you are waiting in line
Provides eye contact and smiles throughout the warm welcome
Uses guest's name throughout transaction, if known

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Gift shop closed
Guest name not used
No smile

CAB5RET006-g
290 Gift Shop Agent provides a fond farewell (Three 4 Retail Service Yes No N/A
Steps of Service) pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
142
Category:
Q# Item Pts Group Answer
Area to Address
Gift Shop is under complete renovation and not available for guest use>

Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mention their own name at any time during encounter
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5RET007-c
291 Gift Shop Agent uses appropriate verbiage and is "On 4 Retail Service Yes No N/A
Stage" pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Include cell phone and radio conversations

Mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5RET008-a
292 Gift Shop Agent anticipates need(s) 4 Retail Service Yes No N/A
pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need (e.g. offer postage stamp when
purchasing post card)

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5RET009-x
293 Gift Shop Agent enhances emotional engagement 2 Retail Service Yes No N/A
(positive) pts Shop Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use>

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

No Gift Shop facility on property
Gift Shop is under complete renovation and not available for guest use>

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5RET011-s
295 Hotel carries core retail products 2 Retail Product Yes No N/A
pts Shop Standards:
General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

No Gift Shop facility on property
Area is under complete renovation and not available for guest use
Club is co-located with a hotel (RCDC)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Have price tags on all items

Be orderly and clean
Frequently needed items are readily available (e.g. razors, nylons)

Hotels/Clubs must minimally carry the following core products:

Eye drops (e.g. Clear Eyes, Visine) (Optional - AP)

Laxatives and indigestion (e.g. antacids) (Optional - AP)
Pain reliever (e.g. Advil, Tylenol) (Optional - AP)
Antiseptic (RC only)(Optional - AP)
Cold/flu medicine (RC only) (Optional - AP)
Adhesive strips
Baby care (e.g. wet wipes, diaper cream)
Comb/brush
Deodorant
Razor/shaving cream
Toothbrush/toothpaste (national brand)/floss
Contact lens All Purpose Solution (RC only)
Ladies hygiene products (RC only)
Makeup remover - liquid or towelettes (RC only)
Skin care (RC only)
Socks (RC only)
Women's hosiery (RC only)

If outlet is closed, signage must minimally (RCDC):

Be visibly posted
State: "We are temporarily closed. Sundry items are available for sale at the Concierge Desk. Our apologies for any
inconvenience."

Visit the gift shop and visually confirm 3 products have price tags

If Hotel/Club does not have retail outlet or outlet is closed, all core products must be available (e.g. behind Front Desk, via
Concierge, in Housekeeping, Retail Shop)

If items are not on display to guests, evaluate provision of core products only

Check retail space and mark NO if you find any of the following:

Any core product selected is not available

Frequent items not easily available
Selected items do not have price tags
Shop is disorganized
Signage not posted, when required (RCDC)
Signage not correct wording, when required (RCDC)

CAB5RET000

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

No gift shop on property
Gift shop is under complete renovation and not available for guest use

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any cleanliness issues are noted

CAB5RET012
297 Retail Services Condition - Floor 2 Retail Condition: Compliant Minor Major N/A
pts Shop General Facility
Mark N/A if any of the following:

Area/service not selected for evaluation

No gift shop on property
Gift shop is under complete renovation and not available for guest use

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any condition issues are noted

CAB5RET013
298 Retail Services Cleanliness - Walls, Doors, 2 Retail Cleanliness: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts Shop General Facility
Mark N/A if any of the following:

Area/service not selected for evaluation

No gift shop on property
Gift shop is under complete renovation and not available for guest use

Check the odor as you enter the area

Mark NO if any cleanliness issues are noted

CAB5RET014
299 Retail Services Condition - Walls, Doors, 2 Retail Condition: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts Shop General Facility
Mark N/A if any of the following:

Area/service not selected for evaluation

No gift shop on property

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any condition issues are noted

CAB5RET015
300 Retail Services Cleanliness - Furniture, 2 Retail Cleanliness: Compliant Minor Major N/A
Equipment, Décor Items pts Shop General Facility
Mark N/A if any of the following:

Area/service not selected for evaluation

No gift shop on property
Gift shop is under complete renovation and not available for guest use

Check artwork, benches, cabinets, ceiling fans, chairs, counters, decor items, display racks/units, equipment, fire
extinguishers/cabinet, freezers, furniture, hardware, HVAC/PTAC, lighting, microwave, mirror, plants, planters, refrigerators,
shelves, sofas, tables, telephone, television/remote control, trash can and trees

Mark NO if any cleanliness issues are noted

CAB5RET016
301 Retail Services Condition - Furniture, 2 Retail Condition: Compliant Minor Major N/A
Equipment, Décor Items pts Shop General Facility
Mark N/A if any of the following:

Area/service not selected for evaluation

No gift shop on property
Gift shop is under complete renovation and not available for guest use

Mark NO if any condition issues or items not functioning are noted

CAB5RET017

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

304 Fitness Center Attendant assists with guest's needs 4 Fitness Service Yes No N/A
pts Center Execution:
Guest Services
Area/service not selected for evaluation
Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Verify Fitness Center is attended or information is available on how to request assistance

If no attendant present:
o It is acceptable if signage indicates to call for assistance, information, or operator
o Request assistance
o If no directions on how to summon attendant, mark NO for all items except takes pride in personal appearance
It is acceptable if another employee provides assistance

Employee must minimally:

Provide orientation to first time guests

o Equipment
o Facilities
o Fitness class schedule
o Hours of operation
Offer to assist guest with fitness classes and personal training registration/scheduling

Evaluate your service and observe others and mark NO if you find any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Employee did not offer to assist with classes/personal training
Employee did not provide orientation

CAB5FC002
305 Fitness Center Attendant offers assistance in a timely 4 Fitness Service Yes No N/A
manner pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must offer assistance within 1 minute of arrival

Interact with employees and mark NO if you encounter or observe any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Employee, if present, does not offer assistance within 1 minute of arrival
Employee not present within 10 minutes of request

CAB5FC003-t
306 Employee owns and resolves guest's requests and 4 Fitness Service Yes No N/A
opportunities immediately pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)
No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5FC004-r
307 Attendant takes pride in and takes care of personal 2 Fitness Service Yes No N/A
appearance pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Employee not present
If previously encountered employee provides Fitness Center service
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
150
Category:
Q# Item Pts Group Area to Answer
Address
Club does not have a Fitness Center (RCDC)

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5FC005-p
308 Attendant provides a warm welcome (Three Steps of 4 Fitness Service Yes No N/A
Service) pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Employee must:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Verify Fitness Center is attended or information is available on how to request assistance

o If no attendant present, attendant must be available within 10 minutes from request

o If no directions on how to summon attendant, mark NO for all items except takes pride in personal appearance
o It is acceptable if another employee provides assistance

Interact with employee and mark NO if you encounter or observe any of the following:

o Employee not present

o If facility unattended and no directions on how to summon attendant were posted
o Eye contact or acknowledgement not provided
o Guest name not used
o No smile

CAB5FC006-g
309 Attendant provides a fond farewell (Three Steps of 4 Fitness Service Yes No N/A
Service) pts Center Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Additional assistance not offered
Employee name not provided during encounter
Fond farewell not provided to all guests
Wishes of a pleasant stay not offered

CAB5FC007-c

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5FC008-a
311 Attendant anticipates need(s) 4 pts Fitness Center Service Execution: Yes No N/A
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Employee did not anticipate guest needs
Insufficient time allowed to anticipate need(s)

CAB5FC009-x

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Emotional engagement negatively influenced
Emotional engagement not influenced (positively or negatively)

CAB5FC010-s
313 Attendant enhances emotional engagement (negative) 16 pts Fitness Center Service Execution: Yes No N/A
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

Confidence
o Did I receive flawless service that embodied the Ritz-Carlton experience?
o Ritz-Carlton always delivers on what they promise
o Ritz-Carlton is a name I can trust
Integrity
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
154
o Ritz-Carlton always treats me fairly
o If a problem arises, I can always count on Ritz-Carlton to reach a fair and satisfactory resolution
Pride
o Ritz-Carlton always treats me with respect
o I feel proud to be a Ritz-Carlton customer
Passion
o I can't image a world without Ritz-Carlton
o Ritz-Carlton is the perfect hotel for people like me

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
Emotional engagement negatively influenced
Rude, inattentive or bad service

CAB5FC011-s
314 Fitness Center meets minimum hours of operation 4 pts Fitness Center Product Standards: Yes No N/A
General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Fitness Center minimum hours of operation are:

24-hour access, daily (RC)

o Hotels with swimming pools in main fitness area, minimum hours 5:00 am - 9:00 pm
7:00 AM - 7:00 PM, daily (RCDC)

Verify hours of operation and mark NO if you find any of the following:

Fitness Center does not meet minimum hours of operation

Fitness Center not on premise (RC)

CAB5FC012

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Club does not have a Fitness Center (RCDC)

Fitness Center must minimally have:

Music playing
o Upbeat and energetic (e.g. Classic Rock, Pop Hits or New Age Adult Alternative)
Movement studio (if Full Service Spa is present) (RC)

Fitness Center amenities must minimally include:

1 towel on each piece of vacant cardio equipment

1 bottle of water on each piece of vacant cardio equipment
Individual TV on each piece of cardio equipment
o It is acceptable if a wall mounted TV can be seen from each piece of cardio equipment
o Wall mounted TV must be tuned to a news or sports station
Disposable Earbuds
o Headsets are not acceptable
Fruit bowl with whole fresh fruit that can be eaten without utensils
Reading material (e.g. newspapers, magazines)
o Current and neatly organized
o Complimentary
Sanitizing wipes
o Must be presented in an appropriate wall-mounted or floor stand dispenser
o It is not acceptable to present wipes in a visible branded plastic dispenser
Towel display stocked throughout the day
Trash cans
Water station (e.g. bottled water station, water fountain)
o It is not acceptable if water is only on cardio equipment

Equipment is sanitized after guest's use

Check the amenities and mark NO if you find any of the following:

2 or more vacant pieces of cardio equipment missing towel and/or water

Required amenities are not provided
Fitness Center not on premises (RC)

CAB5FC013
316 Fitness Center/Exercise Room Cleanliness - Floor 4 Fitness Cleanliness: Compliant Minor Major N/A
pts Center General
Facility
Mark N/A if any of the following:

Fitness center/exercise room is under complete renovation and not available for guest use
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
156
Hotel does not have a fitness center/exercise room on premises
Facility is leased and not operated by hotel
Facility is outside/adjacent to hotel

If multiple fitness centers/exercise rooms present, select (1) to evaluate

Check all that apply to the hotel's Fitness Center/Exercise Room, select (1) of each:

Exercise/Equipment space
Restroom/locker rooms (1 male and 1 female)
Sauna or steam room

Check area rugs, carpet, coping, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any cleanliness issues are noted

CABFC003
317 Fitness Center/Exercise Room Condition - Floor 4 Fitness Condition: Compliant Minor Major N/A
pts Center General
Facility
Mark N/A if any of the following:

Fitness center/exercise room is under complete renovation and not available for guest use
Hotel does not have a fitness center/exercise Room
Facility is leased and not operated by hotel
Facility is outside/adjacent to hotel

If multiple fitness centers/exercise rooms present, select (1) to evaluate

Check all that apply to the hotel's fitness center/exercise room, select (1) of each:

Exercise/equipment space
Restroom/locker rooms (1 male and 1 female)
Sauna or steam room

Check area rugs, carpet, coping, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any condition issues are noted

CABFC004
318 Fitness Center/Exercise Room Cleanliness - 4 Fitness Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts Center General
Facility
Mark N/A if any of the following:

Fitness center/exercise room is under complete renovation and not available for guest use
Hotel does not have a fitness center/exercise room
Facility is leased and not operated by hotel
Facility is outside/adjacent to hotel

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check all that apply to the hotel's fitness center/exercise room, select (1) of each:

Exercise/equipment space
Restroom/locker rooms (1 male and 1 female)
Sauna or steam room

Check the odor as you enter the area

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware,
HVAC/PTAC, kick plate, lamp shades, lighting, odor, outlet cover, partition(s), pillars, screens, shelves, signage, sprinkler heads,
switch plates, vents, walls, wands/batons, windows, window frames, window sills and window treatments

Mark NO if any cleanliness issues are noted

CABFC005
319 Fitness Center/Exercise Room Condition - 4 Fitness Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts Center General
Facility
Mark N/A if any of the following:

If multiple fitness centers/exercise rooms present, select (1) to evaluate

Check all that apply to the hotel's fitness center/exercise room, select (1) of each:

Exercise/equipment space
Restroom/locker rooms (1 male and 1 female)
Sauna or steam room

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, ,
HVAC/PTAC, lamp shades, lighting, odor, outlet cover, partition(s), pillars, screens, shelves, signage, sprinkler heads, switch
plates, vents, walls, wands/batons, windows, window functionality, window frames, window sills and window treatments

Mark NO if any condition issues are noted

CABFC006
320 Fitness Center/Exercise Room Cleanliness - 4 Fitness Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Center General
Facility
Mark N/A if any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check all that apply to the hotel's fitness center/exercise room, select (1) of each:

Exercise/equipment space
Restroom/locker rooms (1 male and 1 female)
Sauna or steam room

Check flat surfaces and beneath seat cushions that you encounter

Check aerobic equipment, air dryer, artwork, benches, cabinets, ceiling fans, chairs, chrome, clock, counters, cups, cup dispenser,
decor items, drawers, fan, fire extinguishers/cabinets, hardware, HVAC/PTAC unit, lamps, lamp shades, lights, lounge chairs,
magazine/brochure racks, mats, mirrors, planters, plants, scale, shelves, shower, sink, sofas, tables, telephones, television/cardio
theatre, television remote control, toilet, towels, towel drop basket, towel holder, trash cans, trees, urinal, water cooler/fountain,
weight equipment and other items

Mark NO if any cleanliness issues are noted

CABFC007
321 Fitness Center/Exercise Room Condition - 16 Fitness Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Center General
Facility
Mark N/A if any of the following:

If multiple fitness centers/exercise rooms present, select (1) to evaluate

Check all that apply to the hotel's fitness center/Exercise Room, select (1) of each:

Exercise/Equipment space
Restroom/Locker rooms (1 male and 1 female)
Sauna or steam room

Select and test a minimum of (5) pieces of exercise equipment (if less than 5, test all)

Test functionality of cardio theatre/television attached to selected equipment, if present

Cardio equipment out of order is not acceptable

Check to see if any aerobic equipment is marked out of order

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CABFC008

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must minimally:

Offer or provide:
o Towels to each guest
o Umbrella or canopy at outdoor pools (RC)
 It is acceptable if employee directs you to shaded seating
 If seated in shaded area, observe other guests' experience
Explain amenities and services offered at pool (e.g. rental equipment)
Offer 1 complementary amenity (e.g. chilled face towels, food offering) per hour (RC)
Offer a way to indicate that a guest needs service (e.g. flag on chair)

It is acceptable if you are not greeted upon arrival to the pool

Destination Clubs are not required to have a pool attendant, however service must be available from any employee in the area.
Evaluate this line item on interaction with any employee providing any service or assistance in the pool area (RCDC)

Evaluate your service and observe others and mark NO if you find any of the above criteria is not met

CAB5PL002
325 Pool attendant offers assistance in a timely manner 4 Pool Service Yes No N/A
pts Execution:
Guest Services
Area/service not selected for evaluation
Area is under complete renovation and not available for guest use
Property has no outdoor pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality
Club does not have a pool attendant and no other employee was in the area (RCDC)

Employee must be present and offer assistance within 3 minutes of arrival

It is acceptable if you are not greeted upon arrival to the pool

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Evaluate your service and observe others and mark NO if you find any of the following:

Employee not present (RC)

Employee does not offer assistance within 3 minutes of arrival to the area (RC)

CAB5PL003-t
326 Employee owns and resolves guest's requests and 4 Pool Service Yes No N/A
opportunities immediately pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality
Club does not have a pool attendant and no other employee was in the area (RCDC)
No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5PL004-r
327 Pool Attendant takes pride in and takes care of 2 Pool Service Yes No N/A
personal appearance pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
162
Category:
Q# Item Pts Group Answer
Area to Address
No employee present
Club does not have a pool attendant and no other employee was in the area (RCDC)
Outdoor pool and whirlpool are closed due to seasonality

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5PL005-p
328 Pool Attendant provides a warm welcome (Three 4 Pool Service Yes No N/A
Steps of Service) pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required (RC)

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5PL006-g
329 Pool Attendant provides a fond farewell (Three Steps 2 Pool Service Yes No N/A
of Service) pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Club does not have a pool attendant and no other employee was in the area (RCDC)
Outdoor pool and whirlpool are closed due to seasonality
If previously encountered employee provides Beach service on same day

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present (RC)
Fond farewell not provided to all guests
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
164
Category:
Q# Item Pts Group Answer
Area to Address
Wishes of a pleasant stay not offered

CAB5PL007-c
330 Pool Attendant uses appropriate verbiage and is "On 4 Pool Service Yes No N/A
Stage" pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offer to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions to a location in a different area of the hotel (e.g. business
center, ice machine, gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present (RC)

Employee does not engage in warm conversation
Escort/Offer to escort not made when directions required
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5PL008-a
331 Pool Attendant anticipates need(s) 4 Pool Service Yes No N/A
pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must offer a service/solution/opportunity to meet an anticipated need

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present (RC)
Insufficient time allowed to anticipate need(s)

CAB5PL009-x
332 Pool Attendant enhances emotional engagement 2 Pool Service Yes No N/A
(positive) pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

If facility unattended and no directions on how to summon attendant were posted
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
166
Category:
Q# Item Pts Group Answer
Area to Address
Emotional engagement negatively influenced
Emotional engagement not influenced (positively or negatively)
Employee not present (RC)

CAB5PL010-s
333 Pool Attendant enhances emotional engagement 16 Pool Service Yes No N/A
(negative) pts Execution:
Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Employee not present (RC)

If facility unattended and no directions on how to summon attendant were posted
Emotional engagement negatively influenced
Rude, inattentive or bad service

CAB5PL011-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

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

CAB5PL012
335 Pool Area Condition - Floor/Deck 2 Pool Condition: Compliant Minor Major N/A
pts General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

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 room
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 condition issues are noted

CAB5PL013
336 Pool Area Cleanliness - Walls, Fencing, Doors, 2 Pool Cleanliness: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Select (1) pool and (1) whirlpool to evaluate if multiple pools or whirlpools present

Check all that apply to the property's pool/whirlpool area, select (1) of each:

Pool
Restroom/locker rooms
Sauna or steam room

For exterior pools/whirlpools, check the fencing and gates

Check the odor as you enter the area (indoor pools/whirlpools only)

Check access panels, base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons,
fence, gate, hardware, kick plates, lampshades, lighting, odor, outlet cover, partitions, pillars, screens, shelves, signage, speakers,
sprinkler heads, switch plates, vents, walls, wands/batons, windows, window frames, window sills and window treatments

Mark NO if you find any cleanliness issues

CAB5PL014
337 Pool Area Condition - Walls, Fencing, Doors, 2 Pool Condition: Compliant Minor Major N/A
Ceiling, Windows/Treatments pts General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

Select (1) pool and (1) whirlpool to evaluate if multiple pools or whirlpools present

Check all that apply to the property's pool/whirlpool area, select (1) of each:

Pool
Restroom/locker rooms
Sauna or steam room

For exterior pools/whirlpools, check the fencing and gates

Mark NO if you find any condition issues

CAB5PL015

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

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 room
Sauna or steam room

Select a minimum of 3 chairs, 1 lounge chair, 1 umbrella and 1 table to evaluate

Check all sides, tops and under selected chairs/lounges/table

Check artwork, benches, cabinets, ceiling fans, chairs, clocks, counters, cup dispenser, decor items, drawers, fire
extinguishers/cabinet, hardware, lamps, lampshades, lounge chairs, magazine/brochure rack, mats, mirrors, planters, plants,
shelves, sofas, strapping, tables, telephones, timer switch, towels, towel drop basket, towel holder, trash cans, trees, umbrellas,
and other items

Mark NO if you find any cleanliness issues

CAB5PL016
339 Pool Area Condition - Furniture, 2 pts Pool Condition: Compliant Minor Major N/A
Equipment, Décor Items General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

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 room
Sauna or steam room

Select a minimum of 3 chairs, 1 lounge chair, 1 umbrella and 1 table to evaluate

Check all sides, tops and under selected chairs/lounges/table

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if you find any condition issues

CAB5PL017
340 Pool/Whirlpool Cleanliness (interior 2 pts Pool Cleanliness: Compliant Minor Major N/A
surfaces) General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

Select (1) pool and (1) whirlpool to evaluate if multiple pools or whirlpools present

Check pool/spa interior drains, grout, steps/stairs, tile and water clarity

Mark NO if you find any cleanliness issues

CAB5PL018
341 Pool/Whirlpool Condition (interior 2 pts Pool Condition: Compliant Minor Major N/A
surfaces) General Facility
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no pool and whirlpool
Outdoor pool and whirlpool are closed due to seasonality

Select (1) pool and (1) whirlpool to evaluate if multiple pools or whirlpools present

Check pool/spa interior drains, grout, steps/stairs, tile and water clarity

Test spa jets to ensure operation (if applicable)

Mark NO if you find any condition issues

CAB5PL019

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have a beach
Club does not have a beach attendant and no other employee was in the area (RCDC)

Employee must minimally:

Offer or provide:
o Towels to each guest
o Umbrella or canopy
 It is acceptable if employee directs you to shaded seating
 If seated in shaded area, observe other guests' experience
Explain amenities and services offered at pool (e.g. rental equipment)
Offer 1 complementary amenity (e.g. chilled face towels, food offering) per hour (RC)
Offer a way to indicate that a guest needs service (e.g. flag on chair)
Offer beach wheelchair to guests that need assistance with access to the beach

Destination Clubs are not required to have a beach attendant, however service must be available from any employee in the area.
Evaluate this line item on interaction with any employee providing any service or assistance in the beach area (RCDC)

Evaluate your service and observe others and mark NO if you find any of the above criteria is not met

CAB5BCH002
345 Beach Attendant offers assistance in a timely manner 4 Beach Service Execution: Yes No N/A
pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have a beach
Club does not have a beach attendant and no other employee was in the area (RCDC)

Employee must offer assistance within 3 minutes of arrival

It is acceptable if you are not greeted upon arrival to the pool

Destination Clubs are not required to have a beach attendant, however service must be available from any employee in the area.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Evaluate your service and observe others and mark NO if you find any of the following:

Employee not present

Employee does not offer assistance within 3 minutes of arrival to the area

CAB5BCH003-t
346 Employee owns and resolves guest's requests and 4 Beach Service Execution: Yes No N/A
opportunities immediately pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have a beach
No problem or concern was encountered
Club does not have a beach attendant and no other employee was in the area (RCDC)

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5BCH004-r
347 Beach Attendant takes pride in and takes care of personal 2 Beach Service Execution: Yes No N/A
appearance pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have a beach
If previously encountered employee provides Pool service on same day
Employee not present

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5BCH005-p
348 Beach Attendant provides a warm welcome (Three Steps of 4 Beach Service Execution: Yes No N/A
Service) pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
If previously encountered employee provides Pool service on same day
Club does not have a beach attendant and no other employee was in the area (RCDC)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5BCH006-g
349 Beach Attendant provides a fond farewell (Three Steps of 4 Beach Service Execution: Yes No N/A
Service) pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests
Wishes of a pleasant stay not offered

CAB5BCH007-c
350 Beach Attendant uses appropriate verbiage and is "On 16 Beach Service Execution: Yes No N/A
Stage" pts Guest Services
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offer to escort guests rather than pointing out directions
If opportunity provides itself, ask for directions to a location in a different area of the hotel (e.g. business center, ice
machine, gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching)
Engage in genuinely warm conversation to connect to your emotions

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

CAB5BCH008-a
351 Beach Attendant anticipates need(s) 4 Beach Service Execution: Yes No N/A
pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have a beach
Club does not have a beach attendant and no other employee was in the area (RCDC)

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
176
Category:
Q# Item Pts Group Answer
Area to Address
Insufficient time allowed to anticipate need(s)

CAB5BCH009-x
352 Beach Attendant enhances emotional engagement (positive) 2 Beach Service Execution: Yes No N/A
pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property has no beach
Club does not have a beach attendant and no other employee was in the area (RCDC)

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5BCH010-s
353 Beach Attendant enhances emotional engagement 16 Beach Service Execution: Yes No N/A
(negative) pts Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Area is under complete renovation and not available for guest use
Property does not have a beach
Club does not have a beach attendant and no other employee was in the area (RCDC)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5BCH011-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area/service not selected for evaluation

Club does not offer Valet Laundry service (RCDC)

Same day laundry and dry cleaning is available 7 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

CAB5LV002
357 Laundry employee is available to take calls for laundry 4 Valet Service Execution: Yes No N/A
service pts Laundry Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Club does not offer Valet Laundry service (RCDC)

Employee must:

Answer phone within 3 rings

Use proper telephone etiquette during the transaction
Be knowledgeable of valet/laundry operations
Use your name during the transaction
Advise of pick up time for laundry
o It is acceptable if quote non-specific (e.g. immediately, I'll be right up)
Advise on process for completing laundry ticket
Provide time quote for return of laundry
o If not provided, mark No and ask for delivery time

It is acceptable for a call center agent to take the call

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Laundry pick-up procedures not explained

Phone not answered in 3 rings
Proper telephone etiquette and guest name not used
Time quote for pick-up or delivery not provided

CAB5LV003
358 Enter Laundry employee name(s) who picks-up/delivers Valet Service Execution:
items Laundry Guest Services
CAB5LV004
359 Employee follows the correct procedures for picking up 4 Valet Service Execution: Yes No N/A
laundry pts Laundry Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Club does not offer Valet Laundry service (RCDC)

Employee must:

Announce their department when knocking

Provide a proper greeting and/or salutation
Request permission to enter the room, if necessary

Laundry must be picked-up within 5 minutes of quoted time

If quote is non-specific, pick-up must be within 5 minutes of call

Answer door and either hand employee item or indicate location

Interact with employee and mark NO if employee does not follow the pick-up procedures

CAB5LV005
360 Employee follows correct procedures for dropping off 4 Valet Service Execution: Yes No N/A
laundry pts Laundry Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Club does not offer Valet Laundry service (RCDC)

Laundry must be delivered by the time quoted during the pick-up call

If present for delivery, employee must:

Announce their department when knocking

Provide a proper greeting and/or salutation (e.g. Good afternoon, Mr. Smith)
Request permission to enter the room

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hang items automatically in closet unless otherwise specified

Note any damage to the clothing

Interact with employee and mark NO if employee does not follow drop-off procedures

CAB5LV006
361 Laundry is presented professionally 4 Valet Service Execution: Yes No N/A
pts Laundry Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Club does not offer Valet Laundry service (RCDC)

Pressed laundry returned to guest room must have/be:

Suits or jackets placed on upgraded hangers (e.g. wooden, plastic with wider shoulders) with tissue-lined sleeves
Folded items must be presented professionally (e.g. in basket, tissue wrapped)
Missing buttons replaced
Personal items returned

Interact with employee and mark NO if any of the above standards are not met

CAB5LV007
362 Employee takes pride in and care of personal appearance 2 Valet Service Execution: Yes No N/A
pts Laundry Guest Services
Mark N/A if you find any of the following:

Area/service not selected for evaluation

Club does not offer Valet Laundry service (RCDC)
Employee not present

Employee must:

Meet standards of dress:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
181
Category:
Q# Item Pts Group Answer
Area to Address
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CA5LV008-p

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must minimally:

Step out from behind desk a minimum of 1 time during interaction, if design of front desk allows
Ask if you have an appointment/treatment
Retrieve reservation immediately
Confirm and describe services
Up sell additional services (e.g. add a facial, increase treatment time)
Describe amenities (e.g. complimentary beverages, spa/sauna, wet lounge, relaxation lounge)
Escort you to locker room and introduce you to Spa valet if at station
o Escort is required, but it is acceptable to be conducted by an employee
o In 2 level Spas, it is acceptable for the employee to escort you to within sight of the locker room

Check in must take 5 minutes or less

Evaluate your service and observe others being checked-in and mark NO if you find any of the following:

Employee did not step out from behind desk a minimum of 1 time (if facilities allow)
Employee did not verify and describe all reservation information
Check in took more than 5 minutes
No attempt to up sell additional services

CAB5SPA002
365 Spa Front Desk agent takes pride in and care of personal 2 Spa - Arrival Service Execution: Yes No N/A
appearance pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use
Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
183
Category:
Q# Item Pts Group Answer
Area to Address
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5SPA003-p
366 Spa Front Desk agent provides a warm welcome (Three 16 Spa - Arrival Service Execution: Yes No N/A
Steps of Service) pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Make immediate eye contact, smile and acknowledge you

Acknowledge you if you are waiting in line
Provide eye contact and smiles throughout the warm welcome
Ask for name and use it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
184
Category:
Q# Item Pts Group Answer
Area to Address
Guest name not used
No smile

CAB5SPA004-g
367 Spa Front Desk agent provides a fond farewell (Three Steps 4 Spa - Arrival Service Execution: Yes No N/A
of Service) pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5SPA005-c
368 Spa Front Desk agent uses appropriate verbiage and is "On 16 Spa - Arrival Service Execution: Yes No N/A
Stage" pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5SPA006-a
369 Spa Front Desk agent anticipates need(s) 4 Spa - Arrival Service Execution: Yes No N/A
pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5SPA007-x
370 Spa Front Desk agent enhances emotional engagement 2 Spa - Arrival Service Execution: Yes No N/A
(positive) pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5SPA008-s
371 Spa Front Desk agent enhances emotional engagement 16 Spa - Arrival Service Execution: Yes No N/A
(negative) pts Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5SPA009-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

For Fitness & Massage Center and Boutique Spas it is acceptable if another employee provides these services if no dedicated Spa
Valet available

Employee must minimally:

Ask shoe size of guest to provide slippers

o If slippers are handed out at desk, provide the correct size
o If slippers are pre-set in lockers, provide a locker with the correct slipper size
Provide key to locker or explain locking device
Offer tour of facility
Explain Emergency Exits/information
Offer escort to locker
Offer/provide you with beverage

Interact with employee and mark NO if you find any of the following:

Employee does meet any of the above standards

Spa Valet not present at full Spa

CAB5SPA011
374 Spa Valet takes pride in and care of personal appearance 2 pts Spa - Arrival Service Execution: Yes No N/A
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use
If previously encountered employee provides Spa Valet service

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
188
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5SPA013-p
375 Spa Valet provides a warm welcome (Three Steps of 4 pts Spa - Arrival Service Execution: Yes No N/A
Service) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5SPA014-g
376 Spa Valet provides a fond farewell (Three Steps of 2 pts Spa - Arrival Service Execution: Yes No N/A
Service) Spa
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5SPA015-c
377 Spa Valet uses appropriate verbiage and is "On Stage" 4 pts Spa - Arrival Service Execution: Yes No N/A
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5SPA016-a
378 Spa Valet anticipates need(s) 4 pts Spa - Arrival Service Execution: Yes No N/A
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5SPA017-x

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Treatment room must minimally have/be:

Appealing aroma or scent

Clean and in good condition
Linens clean and in good condition
Music, background

Treatment room must minimally be set up for treatment as follows:

Medium lighting for guest arrival, and then dimmed for treatment (for private room treatments only)
Linens/covers are folded back to an approximate 45 degree angle and prepared with the appropriate table-scaping (e.g.
coverlets or blankets)
Treatment table is pre-warmed, if present (e.g. pedicure chair)

While disrobing or after the treatment, evaluate floor, linens and surroundings

If in a public/semi-public treatment area evaluate cleanliness and condition during treatment

Interact with employee and check treatment room and mark NO if you find any of the following:

Aroma or scent not apparent

Aroma or scent not appealing, too strong
Cleanliness issues
Condition issues
Lighting not dimmed for treatment or set to medium at arrival
Linens/covers not folded back and/or at 45 degree angle
Music, background not apparent
Treatment table not pre-warmed

CAB5SPAT003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Therapist must minimally:

Escort guest to treatment area, engaging in quiet conversation along the way
Ask how often you enjoy Spa treatments
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
o If guest is receiving an aromatherapy treatment, allow guest to choose their own scent
Explain disrobing and draping process, if required by treatment
Advise guest of proper body positioning (e.g. face down) to begin treatment
Inquire about health issues or recent injuries that they should be aware of
At beginning of treatment ask a 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)

Interact with employee and mark NO if you find any of the following:

Conversation did not occur during escort

Disrobing/draping process not explained
Escort to treatment room not provided
Health issues/recent injuries not asked
Jewelry, not asked to remove
Proper positioning not advised
Question about comfort not asked
Treatment frequency not asked
Treatment not explained
Treatment products not offered to guest to smell

CAB5SPAT004
383 Therapist provides you with privacy during the 4 pts Spa - Treatment Service Execution: Yes No N/A
disrobing process Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use
Treatment does not require disrobing

Interact with employee and mark NO if therapist does not leave room and privacy was not provided

CAB5SPAT005

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

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
Be performed as described

Interact with employee and mark NO if you encounter or observe any of the following:

Comfort not verified

Conversation occurred not prompted by guest, other than comfort verification
Requests/concerns not honored
Treatment not performed as described

CAB5SPAT006
385 Treatment begins and ends on time 4 pts Spa - Treatment Service Execution: Yes No N/A
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Treatment/Therapist must minimally:

Begin and end on 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 employee and mark NO if you encounter or observe any of the following:

Treatment begins late or ends early or late

CAB5SPAT007-t
386 Therapist takes pride in and care of personal 2 pts Spa - Treatment Service Execution: Yes No N/A
appearance Spa
Mark N/A if you find any of the following:
o Employee not present
o Hotel does not have the facility on premises
o Area is fully booked and does not have availability for any treatments or services
o Area is under complete renovation and not available for guest use
Employee must:
o Meet standards of dress:
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
194

Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
 Name badge worn on left side
 Service pins - maximum 2
 Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
o Follow all Ritz-Carlton grooming standards:
 Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
 Make-up appears natural
 Jewelry:
 No hand or wrist jewelry may be worn by therapists
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not
acceptable
 Hose for female employees must be neutral in color or complement uniform
Interact with employees and mark NO if you encounter or observe any employee who does not meet the above
standards

CAB5SPAT008-p
387 Therapist provides a warm welcome (Three Steps 4 pts Spa - Treatment Service Execution: Yes No N/A
of Service) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Uses guest's name throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5SPAT009-g
388 Therapist provides a fond farewell (Three Steps of 4 pts Spa - Treatment Service Execution: Yes No N/A
Service) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mention own name at any time during encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5SPAT010-c
389 Therapist uses appropriate verbiage and is "On 4 pts Spa - Treatment Service Execution: Yes No N/A
Stage" Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided</
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5SPAT011-a

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5SPAT012-x
391 Therapist enhances emotional engagement 2 pts Spa - Treatment Service Execution: Yes No N/A
(positive) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5SPAT013-s
392 Therapist enhances emotional engagement 16 pts Spa - Treatment Service Execution: Yes No N/A
(negative) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5SPAT014-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Spa Valet previously evaluated during Spa Valet group

Employee is not present
Hotel does not have the facility on premises
Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5SPAD003-g
396 Spa Valet provides a fond farewell (Three Steps of Service) 4 Spa - Service Execution: Yes No N/A
pts Departure Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)
Offer additional assistance
Mention their own name at any time during encounter
o It is acceptable if employee has already mentioned name
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5SPAD004-c

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain On Stage presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5SPAD005-a
398 Enter Spa Front Desk agent name(s) Spa - Service
Departure Execution:
Spa
CAB5SPAD006
399 Spa Front Desk agent provides complete check out 16 Spa - Service Yes No N/A
experience pts Departure Execution:
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must minimally:

Ask how treatment was

Offer to schedule treatments for either same day or future date
Showcase the products used in the treatment
Inform you of the Spa service charge (gratuity)
Verify and process payment
Provide a copy of bill
o Neat and legible
o Accurate
o In a folio or envelope
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
201
Conduct transactions discreetly

Evaluate your service and observe others being checked-in and mark NO if you find any of the following:

Bill not provided, accurate, or legible/neat

Offer to book additional treatments not made
Satisfaction with treatment not asked
Spa service charge/gratuity not explained
Transaction not discreet

CAB5SPAD007
400 Spa check-out is handled in a timely manner 4 pts Spa - Service Yes No N/A
Departure Execution:
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee 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
401 Employee owns and resolves guest's requests and 16 Spa - Service Yes No N/A
opportunities immediately pts Departure Execution:
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use
No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5SPAD009-r
402 Spa Front Desk agent takes pride in and care of personal 2 pts Spa - Service Yes No N/A
appearance Departure Execution:
Spa
Mark N/A if you find any of the following:

Employee not present

Property does not have a spa facility on premises
Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use
If previously encountered employee provides check out service

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5SPAD010-p

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Make immediate eye contact, smile and acknowledge you

Acknowledges you if you are waiting in line
Provides eye contact and smiles throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5SPAD011-g
404 Spa Front Desk agent provides a fond farewell (Three Steps of 4 Spa - Service Yes No N/A
Service) pts Departure Execution:
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests

CAB5SPAD012-c

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Offers to escort guests rather than pointing out directions
o If opportunity provides itself, ask for directions at another area of the hotel (e.g. business center, ice machine,
gift shop)
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Directions pointed out rather than escorting

Employee not present
Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5SPAD013-a
406 Spa Front Desk agent anticipates need(s) 4 pts Spa - Departure Service Execution: Yes No N/A
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present
Insufficient time allowed to anticipate need(s)

CAB5SPAD814-x
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
205
407 Spa Front Desk agent enhances emotional engagement 2 pts Spa - Departure Service Execution: Yes No N/A
(positive) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5SPAD015-s
408 Spa Front Desk agent enhances emotional engagement 16 pts Spa - Departure Service Execution: Yes No N/A
(negative) Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

Confidence
o Did I receive flawless service that embodied the Ritz-Carlton experience?
o Ritz-Carlton always delivers on what they promise
o Ritz-Carlton is a name I can trust
Integrity
o Ritz-Carlton always treats me fairly
o If a problem arises, I can always count on Ritz-Carlton to reach a fair and satisfactory resolution
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
206
Pride
o Ritz-Carlton always treats me with respect
o I feel proud to be a Ritz-Carlton customer
Passion
o I can't image a world without Ritz-Carlton
o Ritz-Carlton is the perfect hotel for people like me

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5SPAD016-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Relaxation lounge ambiance must minimally include:

Aroma/scent diffused throughout

Candles, wax or battery
Lighting, dimmed but sufficient to read by
Music, background

Relaxation lounges must minimally include:

Hospitality set-up as follows:

o Beverage:
 Tea - hot and/or iced presentation
 Water
 Plain (still, non-sparkling, non-flavored)
 Flavored water infused with fruit or other natural flavor (e.g. vanilla, cucumber)
 It is acceptable to have elixir pumps instead
o Food item (e.g. dry snacks, fresh fruit)
Reading materials - current (e.g. newspaper, magazines)

It is acceptable if the provision of items is prohibited by local code

If selected items are prohibited, check only those that apply

Check the relaxation lounge and mark NO if you find any of the following:

Aroma/scent not present

Aroma/scent overpowering/unpleasant
Ambiance item missing
Candles not present
Hospitality station not available
Hospitality items missing
Lighting full or too low
Music, background not audible

CAB5SPAF007
410 Spa areas and Relaxation Lounge floors are clean 4 Spa - Cleanliness: Compliant Minor Major N/A
pts Facility Spa
Mark N/A if you find any of the following:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Evaluate the following:

Spa areas
Spa Relaxation Lounge

Observe area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, title, transition strips and vinyl and mark NO if you
find any cleanliness issues

CAB5SPAF001
411 Spa areas and Relaxation Lounge floors are in good 4 Spa - Condition: Compliant Minor Major N/A
condition pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Evaluate the following:

Spa areas
Spa Relaxation Lounge

Observe area rugs, carpet, floor, group, marble, mats, steps/stairs, thresholds, title, transition strips and vinyl and mark NO if you
find any condition issues

CAB5SPAF002
412 Spa areas and Relaxation Lounge walls, doors, ceiling 4 Spa - Cleanliness: Compliant Minor Major N/A
and windows/treatments are clean pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Evaluate the following:

Spa areas
Spa Relaxation Lounge

Check the odor as you enter the areas

Observe base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware,
kick plate, lampshades, lighting, outlet covers, partitions, pillar, screens, shelves, signage, sprinkler heads, switch plates, vents,
walls, wands/batons, windows, window frames, window sills and window treatments and mark NO if you find any cleanliness

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5SPAF003
413 Spa areas and Relaxation Lounge walls, doors, ceiling 4 Spa - Condition: Compliant Minor Major N/A
and windows/treatments are in good condition pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Evaluate the following:

Spa areas
Spa Relaxation Lounge

Observe base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware,
kick plates, lampshades, lighting, outlet covers, partitions, pillar, screens, shelves, signage, sprinkler heads, switch plates, vents,
walls, wands/batons, windows, window frames, window sills and window treatments and mark NO if you find any condition
issues

CAB5SPAF004
414 Spa areas and Relaxation Lounge furniture, 4 Spa - Cleanliness: Compliant Minor Major N/A
equipment and decor items are clean pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Evaluate the following:

Spa areas
Spa Relaxation Lounge

Observe flat surfaces and beneath seat cushions that you encounter

Observe artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment,
fire extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, mirrors, planters,
plants, shelves, sofas, tables, telephones, television/remote control, trash cans, trees, and other items and mark NO if you find any
cleanliness issues.

CAB5SPAF005
415 Spa areas and Relaxation Lounge furniture, 4 Spa - Condition: Compliant Minor Major N/A
equipment and decor items are in good condition pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
210
Category:
Q# Item Pts Group Answer
Area to Address
Area is under complete renovation and not available for guest use

Evaluate the following:

Spa areas
Spa Relaxation Lounge

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment, fire
extinguishers/cabinets, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, mirrors, planters, plants, shelves, sofas, tables,
telephones, television/remote control, trash cans, trees, and other items and mark NO if you find any condition issues or items not
functioning

CAB5SPAF006
416 Spa locker room set-up meets standard 2 Spa - Product Yes No N/A
pts Facility Standards:
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Guest locker must minimally include:

1 hanger

Guest locker areas must minimally include:

Music playing in the background at all times

Bath towels
Spa robe
o Spa robe must not be the same robe as in the guest room (RC)
Spa slippers with non-slip soles
o It is acceptable if slippers are not placed in locker and are provided by employee

Vanity areas must minimally include: (Randomly select 5 to verify)

Cotton swabs and/or cotton balls in display containers

Deodorant
Hair dryers
Hair spray
Hand soap
Hand towels
Mouthwash
Moisturizer
Shaving Cream (optional for Ladies' locker room)
Styling products (e.g. gel)
Tissues in tissue box cover
Towel hamper
Trash container

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

It is acceptable for the following items not to be on display:

Ladies hygiene products (available in female locker room only)

Razor - double-bladed
Shower cap (available in female locker room only)

Personal grooming products must be from a single product line (e.g. Spa Fresh, Espa, Golden Door)

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

Check the guest locker and locker areas and mark NO if any item missing

CAB5SPAF015
417 Spa locker room showers and wet areas meets 2 Spa - Product Yes No N/A
standard pts Facility Standards:
Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Shower area must minimally include: (verify all items)

Bath mat(s)
o It is acceptable if bath mats are not placed in front of ADA showers (US/CAN, CALA)
Bath towel(s)
Amenity presentation in each shower
o Body wash/shower gel
o Shampoo
o Conditioner
o Exfoliating scrub or shaving cream (available in female locker room only)
o Personal grooming products must be from a single product line (e.g. Spa Fresh, Espa, Golden Door)

Sauna/whirlpool area must minimally include: (verify all items)

Bath size towels

Towel display unit
Chilled face cloths:
o Aromatic
o Displayed on ice and
o Garnished with a Spa-themed piece (e.g. lemon, river stone, mint, cucumber)
Wet lounge seating and chaise lounges draped and/or covered with towels

If Spa does not have a sauna/whirlpool area check all other areas that apply

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If selected items are prohibited, check only those that apply

Check the locker room shower area and wet areas and mark NO if any item missing

CAB5SPAF016
418 Spa Locker Room restroom/shower facility floor is 4 Spa - Cleanliness: Compliant Minor Major N/A
clean pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Check all that apply in the Spa Locker area:

Restroom/shower facility
Locker rooms (1 male or 1 female)
Sauna or steam room

Observe floor, grout, marble, mats, thresholds, tile, transition strips and vinyl and mark NO if you find any condition issues

CAB5SPAF008
419 Spa Locker Room restroom/shower facility floor is in 4 Spa - Condition: Compliant Minor Major N/A
good condition pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Check all that apply in the Spa Locker area:

Restroom/shower facility
Locker rooms (1 male or 1 female)
Sauna or steam room

Observe floor, grout, marble, mats, thresholds, tile, transition strips and vinyl and mark NO if you find any condition issues

CAB5SPAF009
420 Spa Locker Room restroom/shower walls, doors, 4 Spa - Cleanliness: Compliant Minor Major N/A
ceiling and windows/treatments are clean pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check all that apply in the Spa Locker area:

Restroom/shower facility
Locker rooms (1 male or 1 female)
Sauna or steam room

Observe base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware,
kick plate, lighting, outlet covers, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window frames, window sills and window treatments and mark NO if you find any cleanliness issues

CAB5SPAF010
421 Spa Locker Room restroom/shower walls, doors, 4 Spa - Condition: Compliant Minor Major N/A
ceiling and windows/treatments are in good condition pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Check all that apply in the Spa Locker area:

Restroom/shower facility
Locker rooms (1 male or 1 female)
Sauna or steam room

CAB5SPAF011
422 Spa Locker Room restroom/shower furniture, 4 Spa - Cleanliness: Compliant Minor Major N/A
equipment and decor items are clean pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Check all that apply in the Spa Locker area:

Restroom/shower facility
Locker rooms (1 male or 1 female)
Sauna or steam room

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5SPAF012
423 Spa Locker Room restroom/shower furniture, 4 Spa - Condition: Compliant Minor Major N/A
equipment and decor items are in good condition pts Facility Spa
Mark N/A if you find any of the following:

Property does not have a spa facility on premises

Area is fully booked and does not have availability for any treatments or services
Area is under complete renovation and not available for guest use

Check all that apply in the Spa Locker area:

Restroom/shower facility
Locker rooms (1 male or 1 female)
Sauna or steam room

Observe air dryer, artwork, benches, cabinets, ceiling fans, chrome, counters, decor items, dispensers, fire extinguishers/cabinet,
furniture, grab bars, hand towels, hand soap, hardware, HVAC/PTAC, lighting, mirror, plants, planters, seat covers, shelves,
showers, sink, toilet, toilet tissue, trash can, trees and urinal and mark NO if you find any condition issues or items not
functioning

CAB5SPAF013

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Phone answered within 3 rings

Warm, sincere greeting provided
Guest name used during call
Offer to retrieve car or arrange other transportation
o Does not apply for single-family homes (RCDC)
Estimated time of pick-up provided
Informs guest if there will be more than a 5 minute delay with luggage pick-up (RC)
o Notification of any delay is required at Clubs (RCDC)
Provides own name and offers other assistance
Extends a fond farewell

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
426 Bell staff arrives within 5 minutes of committed time and 4 Bell - Service Execution: Yes No N/A
announces department when knocking pts Departure Departure
Bell Staff must:

Arrive at room within 5 minutes of time quoted

Announce their department when knocking

If quote is non-specific, pick-up must be within 5 minutes of call

It is acceptable if follow up call is made to advise you of new arrival time

Call and mark NO if any of the required standards are not met

CAB5LD003-t
427 Bell staff greets guest by name and requests permission to 4 Bell - Service Execution: Yes No N/A
enter pts Departure Departure
Bell staff must:

Provide a proper greeting and/or salutation

Request permission to enter the room
Address you by name during the transaction

Interact with employee and mark NO if the Bell staff does not follow correct procedures

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ask if you have all your belongings

Remind you to check safe
Offer to check closets/drawers for belongings
Escort you to the front desk or explain procedures for luggage retrieval or delivery to vehicle

Interact with employee and mark NO if you experience the following:

Bell staff did not check or offer to check for belongings

Bell staff did not escort you to the front desk or inform of luggage procedures

CAB5LD005
429 Employee owns and resolves guest's requests and 4 Bell - Service Execution: Yes No N/A
opportunities immediately pts Departure Departure
Mark N/A if you find any of the following:

No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5LD006-r
430 Bell staff takes pride in and care of personal appearance 2 Bell - Service Execution: Yes No N/A
pts Departure Departure
Mark N/A if you find any of the following:

Employee not present

Employee must:

Meet standards of dress:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
217
Category:
Q# Item Pts Group Answer
Area to Address
o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5LD007-p
431 Bell staff provides a warm welcome (Three Steps of 16 Bell - Service Execution: Yes No N/A
Service) pts Departure Departure
Employee must:

Make immediate eye contact, smile and acknowledge you

Provides eye contact and smile throughout the warm welcome
Uses guest's name throughout transaction>

>Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5LD008-g

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not mentioned during encounter
Employee not present
Fond farewell not provided to all guests

CAB5LD009-c
433 Bell staff uses appropriate verbiage and is "On Stage" 16 pts Bell - Departure Service Execution: Yes No N/A
Departure
Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5LD010-a
434 Bell staff anticipates need(s) 4 pts Bell - Departure Service Execution: Yes No N/A
Departure
Employee must anticipate needs of the guest

Employee must offer a service/solution/opportunity to meet an anticipated need

It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during interaction

Interact with employee and mark NO if you find any of the following:

Employee did not anticipate guest needs

Employee not present

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CAB5LD011-x
435 Bell staff enhances emotional engagement (positive) 2 pts Bell - Departure Service Execution: Yes No N/A
Departure
Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5LD012-s
436 Bell staff enhances emotional engagement (negative) 16 pts Bell - Departure Service Execution: Yes No N/A
Departure
Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5LD013-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Front Desk Agent must:

Acknowledge guests waiting in line, if applicable

Ask guest about satisfaction with stay
Ask if any additional charges have been incurred (e.g. lunch, retail, honor bar)
Offer option of reviewing your bill
Offer to print boarding pass or driving directions (US/CAN, CALA)
Confirm method of payment
Offer to print folio
o If printed,
 Offer to or place check out folio in an envelope or packet (RC)
 Folio must be placed in a customized check-out folder (RCDC)
 Place copy of bill directly in guest’s hand
Offer to e-mail folio (RC)(optional - AP)
Ensure transaction was discreet

Verify bill is accurate, neat and legible, and all package inclusions were properly handled

Evaluate your service and observe others and mark NO if any of the above standards are not met

CAB5CKD002
439 Check-out service is provided in a timely manner (RC) 4 Check-Out Service Execution: Yes No N/A
pts Departure
Mark N/A if evaluating a Destination Club (RCDC)

Entire check-out transaction must take less than 2 minutes

Time does not include waiting in line

If guest accepts offer to print boarding pass, it is acceptable if the check-out takes up to 3 minutes (US/CAN, CALA)

Evaluate your service and mark NO if transaction time takes more than 2 minutes

CAB5CKD003-t
440 Front Desk Agent facilitates luggage assistance and escort 16 Check-Out Service Execution: Yes No N/A
to the exit pts Departure
Employee must:

Offer luggage assistance

o It is acceptable not to offer assistance if already accompanied by bell staff
Offer transportation assistance
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
222
Category:
Q# Item Pts Group Answer
Area to Address
Arrange/offer escort of guest and belongings to exit
o Introduce you to the escort (if applicable)
o It is acceptable not to offer escort if already accompanied by bell staff

Interact with employee and mark NO if you find any of the following:

Escort to the exit not arranged/offered

Introduction to escort not provided (if applicable)
Luggage assistance not offered
Transportation assistance not offered

CAB5CKD004
441 Employee owns and resolves guest's requests and 4 Check-Out Service Execution: Yes No N/A
opportunities immediately pts Departure
Mark N/A if you find any of the following:

No problem or concern was encountered

Employee must:

Listen actively and empathetically

Mark NO if the employee:

Does not fully listen to you

Does not offer an apology
Does not attempt to get to the root of the problem
Does not solve the problem within 10 minutes
Does not thank you

CAB5CKD005-r
442 Front Desk Agent takes pride in and care of personal 2 Check-Out Service Execution: Yes No N/A
appearance pts Departure
Mark N/A if you find any of the following:

Employee not present

Employee must:

Meet standards of dress:

o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
223
Category:
Q# Item Pts Group Answer
Area to Address
o Shoes:
 Polished
 Closed toe
 Maximum 3 inch heels
Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Length above collar
 Sideburns not extend past midpoint of ear
 Mustaches neat and well-groomed, not extend past corners of mouth
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Long hair pulled back (food and beverage servers and Spa therapists)
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 1 of either per arm
 Earrings:
 Must be smaller than 1 inch (2.5 cm)
 Male employees must not wear earring(s)
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not acceptable
o Hose for female employees must be neutral in color or complement uniform

Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

CAB5CKD006-p
443 Front Desk Agent provides a warm welcome (Three Steps 16 Check-Out Service Execution: Yes No N/A
of Service) pts Departure
Employee must:

Make immediate eye contact, smile and acknowledge you

Acknowledges you if you are waiting in line
Provides eye contact and smile throughout the warm welcome
Employee asks for name and uses it throughout transaction

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present when required

Eye contact or acknowledgement not provided
Guest name not used
No smile

CAB5CKD007-g
444 Front Desk Agent provides a fond farewell (Three Steps of 4 Check-Out Service Execution: Yes No N/A
Service) pts Departure
Employee must:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Interact with employee and mark NO if you encounter or observe any of the following:

Additional assistance not offered

Employee name not provided during encounter
Employee not present
Fond farewell not provided to all guests
Guest not thanked
Guest not encouraged to return

CAB5CKD008-c
445 Front Desk Agent uses appropriate verbiage and is "On 16 Check-Out Service Execution: Yes No N/A
Stage" pts Departure
Employee must:

Use appropriate verbiage (e.g. Certainly, My Pleasure, Immediately, I would be happy to)
Smile and maintain eye contact
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Engage in genuinely warm conversation to connect to your emotions
Only engages in work-related conversation with other employees
o Includes cell phone and radio conversations

Interact with employee and mark NO if you encounter or observe any of the following:

Employee not present

Employee does not engage in warm conversation
Eye contact or smile not provided
Inappropriate verbiage or jargon used
Non-work related matters discussed in your presence

CAB5CKD009-a
446 Front Desk Agent enhances emotional engagement 2 Check-Out Service Execution: Yes No N/A
(positive) pts Departure
Employee must provide a service experience that positively influences emotional engagement using a minimum of 1 of the
following:

Confidence
o Did I receive flawless service that embodied the Ritz-Carlton experience?
o Ritz-Carlton always delivers on what they promise
o Ritz-Carlton is a name I can trust
Integrity
o Ritz-Carlton always treats me fairly
o If a problem arises, I can always count on Ritz-Carlton to reach a fair and satisfactory resolution
Pride
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
225
Category:
Q# Item Pts Group Answer
Area to Address
o Ritz-Carlton always treats me with respect
o I feel proud to be a Ritz-Carlton customer
Passion
o I can't image a world without Ritz-Carlton
o Ritz-Carlton is the perfect hotel for people like me

If emotional engagement was positively enhanced, mark YES

Interact with employee and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Emotional engagement not influenced (positively or negatively)
Employee not present

CAB5CKD010-s
447 Front Desk Agent enhances emotional engagement 16 Check-Out Service Execution: Yes No N/A
(negative) pts Departure
Employees are expected to provide a service experience that positively influences emotional engagement

Emotional engagement is based on the following:

If emotional engagement was positively enhanced, mark YES

If emotional engagement was not enhanced positively or negatively, mark YES

Interact with employees and mark NO if you encounter or observe any of the following:

Emotional engagement negatively influenced

Employee not present
Rude, inattentive or bad service

CAB5CKD011-s

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ladies and Gentlemen must provide a warm welcome when encountering guests passing encounters by:

Making immediate eye contact, smile

Provide an appropriate warm greeting

Mark NO if you encounter or observe Ladies or Gentlemen not meeting this criteria

CAB5SG001-g
449 Ladies and Gentlemen used appropriate verbiage and were 4 Service Service Execution: Yes No N/A
"On Stage" pts General Guest Services
Mark N/A if you do not encounter any Ladies or Gentlemen as you pass throughout the property

When in guest areas and in view of guests, Ladies and Gentlemen must:

Use appropriate verbiage (e.g. "Certainly", "My Pleasure", "immediately", "I would be happy to")
Smile and maintain eye contact as appropriate
Maintain "On Stage" presence with proper posture (e.g. not leaning, slouching, sitting)
Only engage in work-related conversation with other employees
o Includes cell phone and radio conversations

Mark NO if you encounter or observe any employees not meeting the above criteria

CAB5SG002-a

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

GEN801

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Category:
Q# Item Pts Group Answer
Area to Address
451 Enter the guest room/suite number Bedroom No Category
#1
BD801
452 Smoke detector functional 0 Bedroom Fire/Life Safety: Yes No N/A
pts #1 Guestroom
Mark N/A if any of the following:

No mechanism to test
Smoke detector will activate the total hotel alarm system if tested

Check that smoke detector is present

Ask if testing the smoke detector will activate the hotel alarm system:

If YES, DO NOT TEST - Mark N/A

If NO, continue testing and push test button, listen for the alert

NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate

Mark NO if any of the following:

Smoke detector does not sound alarm when tested

Smoke detector missing

CABFLS048
453 Entry door safety features are fully functional 0 Bedroom Fire/Life Safety: Yes No N/A
pts #1 Guestroom
Mark N/A if local code prohibits/supersedes any of the entry door safety features, documentation must be provided to verify

All guest room/suite entry doors must have:

Deadbolt
Evacuation graphics
o Entry doors that open directly to the exterior/outside are not required to have evacuation graphics posted
Secondary locking device/Safety latch (e.g. chain latch, night latch)
Self-closing device
o Doors that open directly to the exterior or accessible rooms do not require self-closing devices
View port

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

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 releases and secondary locking device operates properly
o Look through the view port to ensure visibility

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/Safety latch
 If automatic deadbolt present, verify deadbolt engaged
o Open door to ensure deadbolt releases and secondary locking device/Safety latch operates properly
o Look through the view port to ensure visibility/functionality

It is acceptable for view port to have operational cover

Mark NO if any of the above criteria is not met

CABFLS049
454 Closet/closet amenities meet standard 4 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Closet area must minimally have:

RC:
o Bathrobes (1), with logo (RC)
o Flashlight
o Foam pillow
 It is acceptable if pillow is an Eco-Friendly Ingeo Pillow
o Hangers
 3 Satin
 3 Suit - if no valet stand present in guest room (RC)
 6 Male/clip - wooden
 6 Female/regular - wooden
o In-room safe with liability clause card/sticker
 It is acceptable for safe and card/sticker to be located elsewhere in room
o Iron:
 Auto shut-off safety feature
 If organizer is not available, it is acceptable if iron is placed on shelf
o Ironing board and cover:
 Full size
 ADA rooms may have table top boards
 Hung in closet
 It is acceptable if iron/ironing board are available upon request (AP only)
o Luggage racks:
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230
Category:
Q# Item Pts Group Answer
Area to Address
 Minimum 2 in resorts
 Minimum 1 in city hotels
 It is acceptable for 1 luggage rack to be built-in
o Valet bags (2) and tickets (2)
 It is acceptable for Valet bags and tickets to be in armoire

RCDC:
o Flashlight
 It is acceptable if flashlight is in entry closet or utility closet
o Foam pillow
 It is acceptable if pillow is an Eco-Friendly Ingeo Pillow
o Hangers
 3 Satin
 6 Male/clip - wooden
 6 Female/regular - wooden
o In-room safe with liability clause card/sticker
 It is acceptable for safe and card/sticker to be located elsewhere in room
o Iron:
 Auto shut-off safety feature
 If organizer is not available, it is acceptable if iron is placed on shelf
o Ironing board and cover:
 Full size
 ADA rooms may have table top boards
 Hung in closet
 It is acceptable if ironing board and iron are provided in utility/central closet (RCDC)
o Luggage racks - minimum 1
o Valet bags (2) and tickets (2)
 It is acceptable for Valet bags and tickets to be in armoire

Check closet area amenities and mark NO if you find any item not to standard

CAB5BD004
455 Ice bucket and glasses presentation meets standard 4 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
All guestrooms must have:

Corkscrew and bottle opener

o It is acceptable if this is one device
o It is acceptable if this is in Honor Bar
Glasses (4)
o In pairs:
 Stemmed Wine (2)
 Rocks (2)
o Must be:
 Not bagged/wrapped
 It is acceptable for hotels in California to have bagged/wrapped glasses
 Placed upside down on logo coasters
 Logo not required for hotels without RC in the name (e.g. Hotel Arts Barcelona, Penha
Longa)
 Same size by type
Ice bucket with lid
Ice tongs
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express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
231
Category:
Q# Item Pts Group Answer
Area to Address
Water bottles (2)
o Complimentary
o Include Ritz-Carlton logo
 Logo not required for hotels without RC in the name (e.g. Hotel Arts Barcelona, Penha Longa)

Check the ice bucket and glasses presentation and mark NO if you any of the above criteria not met

BD805

456 Television Guest Directory meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Mark N/A if you find any of the following:

All Lodgenet/television services are unavailable due to technical difficulties

All hotels are required to have electronic Guest Directory or equivalent accessible via television

In guest rooms/suites with multiple televisions, randomly select 1 television to check

Turn on television

Access the electronic Guest Directory or equivalent (e.g. Hotel Information, Hotel Features, Hotel Menu)

It is acceptable for the hotel to provide assistance navigating the system

Check television and mark NO if Guest Directory or equivalent is not available

BD806
457 Alarm clock/clock radio, note pad and pen meet 4 Bedroom Product Yes No N/A
standard pts #1 Standards:
Guestroom
Every bedroom/suite must minimally have:

Clock - mechanical (non-digital, electric)

o Correct time (within 5 minutes)
Clock radio
o Clock radio must have/be:
 Alarm in off position
 Battery must be installed if battery back-up is present
 Correct time (within 5 minutes)
 Set to a music source (e.g. CD, radio station)
 Written instructions on how to set alarm
Note pad (RC)
o RC logo
o Note pad holders are optional
o Placed at each telephone (e.g. bedroom, living area, kitchen)
Pen (RC)
o RC logo (US/CAN, CALA)
o Placed at each telephone

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The required 2 clocks must be in the bedroom. It is not acceptable for one clock to be in the bedroom and the other to be in the
bathroom

If clock radio present:

Turn radio on to verify that it is set to a music source

Verify:
o Alarm in off position
o Battery back-up has a cover (if applicable)
o Time set correctly

Check clock, clock radio, battery back-up, notepads and pens and mark NO if you find any of the following:

Alarm in on position
Clock radio with battery back-up has no battery
Clock missing
Clock not set to correct time or radio not set to music source
Clock radio and jack pack missing
Notepads or pens missing or not logo'd (RC)
Pens not correct specification (RC)
Written instructions for alarm missing

CAB5BD007
458 Coffee service meets standard 4 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Coffee service must minimally be/include:

Single cup coffee/tea machine

2 Coffee (decaf) pods
2 Coffee (regular) pods
Tea - minimum 4 varieties (e.g. Earl Grey, lemon, oolong)
2 Condiment boxes
o Sugar
o Sugar substitute
o Stir sticks
o Cream
o It is acceptable for items to be individually packaged in AP, EU, MEA, South
2 Coffee mugs (ceramic)
o It is acceptable if ceramic or china cups are used in lieu of mugs if in keeping with the room decor
2 black logo'd to-go cups with plastic lids (optional in AP)
2-8.0 oz. bottled waters

Check coffee service and mark NO if you find any of the above items not provided or not the correct specification

BD808

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Comment Card
o Hotel Comment Card must have "Herve Humler" as the signature
Do Not Disturb/Privacy sign
o Electronic DND system is acceptable
Door Knob Menu
Guest Services Directory / Compendium
In-Room Dining Guide
Magazines (4):
o Ritz-Carlton Magazine
o Ritz-Carlton Retail Catalog (US/CAN, South-CALA)
o 2 additional, non-Ritz-Carlton selections
Linen reuse program notification
o Must minimally include bed linen reuse
o Must include Community Footprint logo (except at properties without "Ritz-Carlton" in the name)
Qibla sign (MEA only)
Prayer mat required to be available upon request (MEA only)

Check all reading materials, cards and signs and mark NO if you find any of the following:

Required reading materials, cards or signs not present

Required reading materials not placed consistently or current

BD809
460 Guest amenities meet standard 2 pts Bedroom #1 Product Standards: Yes No N/A
Guestroom
Guest amenities must minimally include:

HSIA cord (not applicable if wireless connection)

Shoe shine card
Sewing kit

City properties must minimally have shoe shine materials:

Shoe horn
Shoe mitt
Shoe polisher
RC - shoe amenities are required in room
RCDC - It is acceptable for shoe amenities to be available upon request

It is acceptable for guest amenities to be anywhere in guest room or bath room

Check the guest room and mark NO if any item not present

CAB5BD010

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

In addition to standard amenities, Suites and Club Level rooms must minimally include:

Emery board
Hairdryer bag
Toothbrush and toothpaste
Shoeshine bag
Slippers
o It is acceptable if slippers are next to bed after turndown service

It is acceptable for the additional amenities to be anywhere in guest room or bathroom

Check the guest room and mark NO if any item not present

BD848
462 Honor Bar is clean, in good condition and well- 2 Bedroom Product Yes No N/A
stocked pts #1 Standards:
Guestroom
Honor Bar must be/have:

Bottle labels facing out

Clean and in good condition
Menu is available and clean
Neat and organized
No opened, used, or expired items

Randomly select 2 items and verify they are unopened, unused and/or not expired

Check the honor bar and mark NO if you encounter or observe the following:

Cleanliness issues
Condition issues
Honor Bar menu not available or dirty
No Honor Bar present
Products used, opened or expired
Products not neat, organized or bottle labels not facing out

BD811
463 Telephones meet standard 4 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Each guest room/suite must minimally have:

2 touch-tone telephones in guestroom area

o One phone must be cordless
o Cordless phone must be on desk

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Data port (or data port provided as wall jack)

Dialing instructions or long distance surcharge information
o Reference to Guest Services Directory is acceptable
Face plate has logo, address, telephone and fax number imprinted
Message waiting indicator light on at least 1 telephone
Unit/room/suite number typed or computer generated
Visible telephone cords neatly bound

Check telephones and mark NO if you find any of the following:

Any required standard missing

Extension handwritten or incorrect
Face plate does not have required printed elements
Telephone cords are not neatly bound
Telephone missing
Cordless telephone not present
Cordless telephone not on desk

BD812
464 Bedding and mattress meet standard 16 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Each bed must minimally have:

Down duvet or feather blanket with duvet cover

o It is acceptable if king bed has multiple single duvets instead of 1 king-size duvet
Mattress protector/bed pad
Feather bed
Flat sheets
o 2 in US/CAN, CALA, South
o 1 in AP, EU, MEA
Pillow cases
Pillow slips/protectors
Decorative throw

Check bedding and mattress and mark NO if you find any of the following:

Any item missing

Bedspread present on bed

BD813
465 Bedroom/Bathroom Odor is neutral 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any of the following:

Heavy air freshener

Mildew or musty odor
Odor not neutral
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express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
236
Smoke or food odor
Other odors

CABBD014
466 Bedroom Cleanliness - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #1 Guestroom
Check artwork, balcony door, base, blackouts, chair rails, connecting door, corner guards, crown molding, doors, door frames,
drapes, entry door components (card reader, door mat, entry door, frame, grout, hardware, kick plate, signage, thresholds, tile
floor (entry only), transition strip and weather stripping) frames, glass, handles, hardware, hooks, locks, mirrors, outlet covers,
pillars, rods, safety stops, screens, shelves, sills, sliding door, smoke detectors, sprinkler heads, switch plates, walls and windows

Mark NO if any cleanliness issues are noted

CABBD015
467 Bedroom Condition - 4 Bedroom Condition: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #1 Guestroom
Check entry door (card reader, door mat, entry door, frame, grout, hardware, kick plate, signage, thresholds, tile floor (entry
only), transition strip and weather stripping) to ensure operation

Check that sliding glass doors are locked and secondary locking devices/security bars are engaged

Open/sliding glass/balcony doors, if designed to open, to ensure operation

Check balcony door, base, connecting door, corner guards, crown molding, doors, door frames, frames, glass, handles, hardware,
hooks, locks, outlet covers, pillars, safety stops, shelves, shutters, sills, sliding door, smoke detectors, sprinkler heads and switch
plates

Mark NO if any condition issues are noted

CABBD016
468 Bedroom Cleanliness - Ceiling 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check ceiling and ceiling fan (if applicable)

Mark NO if any cleanliness issues are noted

CABBD017
469 Bedroom Condition - Ceiling 4 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check ceiling and ceiling fan (if applicable)

Mark NO if any condition issues are noted

CABBD018
470 Bedroom Cleanliness - Flooring/Carpet 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Dampen a washcloth slightly

To dampen cloth:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ensure all the drapes/blackouts are opened and all lights are turned on

To complete carpet 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, floor and transition strip

Mark NO if any of the following:

Any cleanliness issues

Clearly visible dirt is noted on the wash cloth that is the equivalent of a 5 o'clock shadow or darker

CABBD019
471 Bedroom Condition - Flooring/Carpet 16 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check carpet, carpet base, floor and transition strips

Mark NO if any conditional issues are noted

CABBD020
472 Bedroom Cleanliness - Closet Area/Ironing 2 Bedroom Cleanliness: Compliant Minor Major N/A
Board/Iron/Safe pts #1 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any cleanliness issues are noted

CABBD021
473 Bedroom Condition - Closet Area/Ironing 2 Bedroom Condition: Compliant Minor Major N/A
Board/Iron/Safe pts #1 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any condition issues are noted

CABBD022
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express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
238
474 Bedroom Cleanliness - Coffee Set Up/Ice 4 Bedroom Cleanliness: Compliant Minor Major N/A
Bucket/Trays/Accessories/Refrigerator/ pts #1 Guestroom
Microwave/Mini Bar/Wet Bar
Check the following items:

Coffee in decanter
Grounds or packet in filter basket
Packets open or used
Ice buildup in refrigerator
Leftover food and beverages
Odor not neutral
Refrigerator or Microwave unit not plugged in

Mark NO if any cleanliness issues are noted

CABBD023
475 Bedroom Condition - Coffee Set Up/Ice 4 Bedroom Condition: Compliant Minor Major N/A
Bucket/Trays/Accessories/Refrigerator/ pts #1 Guestroom
Microwave/Mini Bar/Wet Bar
Mark NO if any of the following:

Electrical cord has exposed wiring or frayed

Refrigerator or microwave unit not functioning
Other condition issues

CABBD024
476 Bedroom Cleanliness - Case Goods - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #1 Guestroom
If an occupied room, do not open anything

Check interior and exterior of armoire cabinets, credenza, dining table, drawers, dressers, night stands and tables

Mark NO if any cleanliness issues are noted

CABBD025
477 Bedroom Condition - Case Goods - 4 Bedroom Condition: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #1 Guestroom
If an occupied room, do not open anything

Check interior and exterior of armoire, cabinets, credenza, dining table, drawers, dressers, night stands and tables

Mark NO if any of the following:

Conditional issues
Drawers/cabinets do not operate easily

CABBD026

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBD027
479 Bedroom Condition - Telephone/Clock/Audio 4 Bedroom Condition: Compliant Minor Major N/A
Equipment/Television(s)/Remote Control/Collateral pts #1 Guestroom
Check alarm clock, clock radio, battery back-up, note pads and pens, television and all collateral

Mark NO if any condition issues are noted

CABBD028
480 Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s) 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
If an occupied room, do not open anything

Check the interior and exterior of all trash cans by removing any liners (kitchen, other)

Mark NO if any cleanliness issues are noted

CABBD029
481 Bedroom Condition - Desk/Desk Chair/Trashcan(s) 4 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
If an occupied room, do not open anything

Check the interior and exterior of all trash cans by removing any liners (kitchen, other)

Mark NO if any condition issues are noted

CABBD030
482 Bedroom Cleanliness - Upholstered Furniture 4 Bedroom Cleanliness: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #1 Guestroom
Open the sofa bed and check the mattress, hinges and frame

Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs

Mark NO if any cleanliness issues are noted

CABBD031
483 Bedroom Condition - Upholstered Furniture 4 Bedroom Condition: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #1 Guestroom
Open the sofa bed and check the mattress, hinges and frame

Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs

Mark NO if any condition issues are noted

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Light bulbs
Shade harp
Shade
Light fixture

CABBD033
485 Bedroom Condition - Lamps/Lighting 16 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check all bulbs, cords, light covers, lighting fixtures and shades

Mark NO if any of the following:

Bulbs not uniform in brightness or color

Condition issues
Electrical cord wiring exposed or frayed
Lighting not functional or plugged in
Lighting not secured to wall
Low level lighting not functioning

CABBD034
486 Bedroom Cleanliness - Windows/Window Treatments 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, sliding door, tracks, treatments,
valances, wands/batons and windows

Mark NO if any cleanliness issues are noted

CABBD035
487 Bedroom Condition - Windows/Window Treatments 4 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check that all windows are locked and secondary locking devices/security bars are engaged

Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, treatments, valances, wands/batons
and windows

Mark NO if any of the following:

Broken safety stop, latch or security bar

Discoloration, fading, worn areas (pulling) or wrinkles
Hooks missing or not attached
Secondary locking devices/security bars not engaged
Treatments not securely attached or open/close easily
Treatments not flush to walls, not fully cover windows or dragging on the ground
Wands, rods or pull cords missing
Window/slider/door did not open easily or was unlocked

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CABBD036
488 Bedroom Cleanliness - HVAC/Ventilation 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
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
489 Bedroom Condition - HVAC/Ventilation 4 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
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

Mark NO if any of the following:

All settings or unit not operational

Condition issues

CABBD038
490 Bedroom Cleanliness - Balcony/Patio Furniture/Area 2 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls

Mark NO if any cleanliness issues are noted

CABBD039
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
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express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
242
491 Bedroom Condition - Balcony/Patio Furniture/Area 2 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls

Mark NO if any condition issues are noted

CABBD040
492 Bedroom Cleanliness - Headboard/Bed 16 Bedroom Cleanliness: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #1 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress

Mark NO if any of the following:

Cleanliness issues
Any hair
Debris/items found under or between mattress and box spring
Excessive feathers

CABBD041
493 Bedroom Condition - Headboard/Bed 16 Bedroom Condition: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #1 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress

Mark NO if any of the following:

Condition issues
Dingy, gray, loose threads or fading

CABBD042
494 Bedroom Cleanliness - 16 Bedroom Cleanliness: Compliant Minor Major N/A
Bedding/Linens/Pillows/Shams/Coverlets/Free of pts #1 Guestroom
Wrinkles
While evaluating the bed for cleanliness and condition items, also evaluate for wrinkles

NOTE: If occupied room, check without having bed changed that day, wrinkles are acceptable

To check pillows:

Check all sides of all pillow cases

Remove all pillow cases and check all pillow covers
Remove all pillow covers and check pillows

To check bedding:

Check both sides of all bedding, piece by piece, including mattress pad
Check top of mattress and lift mattress to see top of box springs
Verify no debris/item is present

Check bed skirts, blankets, comforters, decorative pillow cases, decorative top cover sheets, duvets, pillows, pillow cases and
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
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express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
243
sheets

Mark NO if cleanliness issues are noted or wrinkles are present

CABBD043
495 Room/Suite is free of pests 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check the entire room/suite for pests

Mark NO if any live or dead pests present

CABBD044
496 Bedroom Condition - 16 Bedroom Condition: Compliant Minor Major N/A
Bedding/Linens/Pillows/Shams/Coverlets pts #1 Guestroom
Check bed skirts, blankets, comforters, decorative pillow cases, decorative top cover sheets, duvets, pillows, pillow cases and
sheets

Mark NO if any conditional issues are noted

CABBD047

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

1 bottle of each of the following:

o Conditioner
o Lotion
o Shower gel
o Shampoo
o Mouthwash
 It is acceptable if not from the same product line
 RCDC - available on request
Soap
o 1 placed at each vanity
o 1 placed at each bathtub or bath/shower combo
 It is acceptable if soap is not to be in the shower if shower gel is present in the shower and soap is
present at the separate bath

Check amenities and mark NO if you find any of the above items are missing

CAB5BTH001
498 Bath/vanity amenities are correct product line and 2 Bathroom Product Yes No N/A
size pts #1 Standards:
Guestroom
Bottled amenities and soaps must be from the Asprey product line and provided in the appropriate sizes:

Standard rooms:
o Bottled amenities must be 35 ml
o Vanity and Bath Soaps must be 30 g

Club Level rooms and Suites and RCDC:

o Bottled amenities must minimally be 50 ml
o Soap at each vanity must be 30 g
o Soap at each bathtub or bathtub/shower combo must be 60g

It is acceptable if mouthwash is not from the same product line

Check amenities and mark NO if you find any of the following:

Amenities missing
Amenities not correct specification

CAB5BTH003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

2 Cotton pads and 2 cotton swabs in a high quality container

o It is acceptable for the cotton pads to be in the same packaging
Shower cap
o RC - required
o RCDC - available on request
Facial tissue in a tissue box holder
Fresh flower in bud vase or flowering plant
o RC - required only in Club Level rooms and suites
 If a bud vase is present in a standard room it must contain a fresh flower
o RCDC - not required
Glasses (2)
o On logo'd coasters or with logo'd glass caps
o Not bagged or wrapped
 It is acceptable for glasses to be bagged/wrapped in California and where required by local law
Mirror - make-up/shaving
Hair dryer:
o 1850 watt minimum
 It is acceptable to have 1600 watt or higher in Japan
Linen reuse program notification
o Must minimally include bed linen reuse
o Must include Community Footprint logo (except at properties without "Ritz-Carlton" in the name)
Hooks (2)
o To hang used towels for linen reuse program
o Robe hook (e.g. back of bathroom door)
Toilet paper, white (2 rolls)
Waste basket with liner

Check amenities and mark NO if you find any of the following:

Furnishings missing
Furnishings not correct specification

CAB5BTH001
500 Bath terry meets standard 16 Bathroom #1 Product Yes No N/A
pts Standards:
Guestroom
Each full bath must minimally have:

1 bathrobe
1 bath rug at each vanity
o It is acceptable to have one single, adequately sized bath rug for two adjoining vanities
3 Bath towels
3 Face towels
3 Hand towels
1 bath mat
1 shower mat (if shower and bath are separate)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

White
Neatly folded with logo centered, if applicable
RCDC: It is acceptable for towels to be color other than white as long as all towels are consistent in color

Check bath terry and mark NO if you find any of the above criteria is not met

CAB5BTH002
501 Bathroom Cleanliness - 4 pts Bathroom #1 Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates, walls

Mark NO if any cleanliness issues are noted

CABBTH003
502 Bathroom Condition - 4 pts Bathroom #1 Condition: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
From the inside of the bathroom:

Close and latch bathroom door

While door is closed, engage lock
Attempt to have bathroom door opened from guest room/suite side

Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates and walls

Mark NO if any conditional items are noted

CABBTH004
503 Bathroom Cleanliness - Ceiling 4 pts Bathroom #1 Cleanliness: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following:

Strands of hair stuck to the ceiling

Cleanliness issues

CABBTH005
504 Bathroom Condition - Ceiling 4 pts Bathroom #1 Condition: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following:

Condition issues
Water damage
Unprofessional patch repair

CABBTH006

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBTH007
506 Bathroom Condition - Floor 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check base, corners, edges, floor, grout, threshold and transition strip

Mark NO if any condition issues are noted

CABBTH008
507 Bathroom Cleanliness - 16 Bathroom Cleanliness: Compliant Minor Major N/A
Sink/Counter/Shelves/Faucets pts #1 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area

Mark NO if any cleanliness issues are noted

CABBTH009
508 Bathroom Condition - Sink/Counter/Shelves/Faucets 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area

Mark NO if any condition issues are noted

CABBTH010
509 Bathroom Cleanliness - Mirrors/Lighting/Light 16 Bathroom Cleanliness: Compliant Minor Major N/A
Fixtures pts #1 Guestroom
Mark NO if any cleanliness issues are noted

CABBTH011
510 Bathroom Condition - Mirrors/Lighting/Light 16 Bathroom Condition: Compliant Minor Major N/A
Fixtures pts #1 Guestroom
Mark NO if any condition issues are noted

CABBTH012
511 Bathroom Cleanliness - Vents/Exhaust Fans 4 pts Bathroom Cleanliness: Compliant Minor Major N/A
#1 Guestroom
Check fans, heat light, vents and exhaust fans

Mark NO if any cleanliness issues are noted

CABBTH013

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any of the following:

Condition issues
Items not functioning

CABBTH014
513 Bathroom Cleanliness - Toilet 16 Bathroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check bidet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base

Mark NO if any cleanliness issues are noted

CABBTH015
514 Bathroom Condition - Toilet 4 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check bidet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base

Mark NO if any of the following issues:

Seat will not stay in up position

Toilet or bidet does not flush, re-fill or water runs
Condition issues

CABBTH016
515 Bathroom Cleanliness - Fixtures (Towel 4 Bathroom Cleanliness: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #1 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder

Mark NO if any cleanliness issues are noted

CABBTH017
516 Bathroom Condition - Fixtures (Towel 16 Bathroom Condition: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #1 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder

Mark NO if any condition issues are noted

CABBTH018

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBTH019
518 Bathroom Condition - Linens/Terry 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check all of the terry in the bathroom and completely unfold (1) set

Mark NO if any of the following issues:

Terry is worn and rough to the touch

Terry has holes or stains
Terry has condition issues

CABBTH020
519 Bathroom Cleanliness - Shower Curtain/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Doors/Shower Rod pts #1 Guestroom
Rub the inside of the shower curtain and/or liner together to check for buildup

Shower liner must be dry

Check hooks, liner, shower curtain, shower doors and shower rod

Mark NO if any cleanliness issues are noted

CABBTH021
520 Bathroom Condition - Shower Curtain/Shower 16 Bathroom Condition: Compliant Minor Major N/A
Doors/Shower Rod pts #1 Guestroom
Check hooks, liner, shower curtain, shower doors and shower rod

Mark NO if any condition issues are noted

CABBTH022
521 Bathroom Cleanliness - Bathtub/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Enclosures/Plumbing Fixtures pts #1 Guestroom
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

Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head

Mark NO if any cleanliness issues are noted

CABBTH023

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head

Mark NO if any condition issues are noted

CABBTH024

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

No mechanism to test
Smoke detector will activate the total hotel alarm system if tested

Check that smoke detector is present

Ask if testing the smoke detector will activate the hotel alarm system:

If YES, DO NOT TEST - Mark N/A

If NO, continue testing and push test button, listen for the alert

NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate

Mark NO if any of the following:

Smoke detector does not sound alarm when tested

Smoke detector missing

CABFLS048
525 Entry door safety features are fully functional 0 Bedroom Fire/Life Safety: Yes No N/A
pts #2 Guestroom
Mark N/A if local code prohibits/supersedes any of the entry door safety features, documentation must be provided to verify

All guest room/suite entry doors must have:

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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check all doors without self-closing devices in the following manner:

Attempt the following steps for each door:

It is acceptable for view port to have operational cover

Mark NO if any of the above criteria is not met

CABFLS049
526 Closet/closet amenities meet standard 4 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
Closet area must minimally have:

RC:
o Bathrobes (1), with logo (RC)
o Flashlight
o Foam pillow
 It is acceptable if pillow is an Eco-Friendly Ingeo Pillow
o Hangers
 3 Satin
 3 Suit - if no valet stand present in guest room (RC)
 6 Male/clip - wooden
 6 Female/regular - wooden
o In-room safe with liability clause card/sticker
 It is acceptable for safe and card/sticker to be located elsewhere in room
o Iron:
 Auto shut-off safety feature
 If organizer is not available, it is acceptable if iron is placed on shelf
o Ironing board and cover:
 Full size
 ADA rooms may have table top boards
 Hung in closet
 It is acceptable if iron/ironing board are available upon request (AP only)
o Luggage racks:
 Minimum 2 in resorts
 Minimum 1 in city hotels
 It is acceptable for 1 luggage rack to be built-in
o Valet bags (2) and tickets (2)
 It is acceptable for Valet bags and tickets to be in armoire

RCDC:
o Flashlight

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
253
Category:
Q# Item Pts Group Answer
Area to Address
 It is acceptable if flashlight is in entry closet or utility closet
o Foam pillow
 It is acceptable if pillow is an Eco-Friendly Ingeo Pillow
o Hangers
 3 Satin
 6 Male/clip - wooden
 6 Female/regular - wooden
o In-room safe with liability clause card/sticker
 It is acceptable for safe and card/sticker to be located elsewhere in room
o Iron:
 Auto shut-off safety feature
 If organizer is not available, it is acceptable if iron is placed on shelf
o Ironing board and cover:
 Full size
 ADA rooms may have table top boards
 Hung in closet
 It is acceptable if ironing board and iron are provided in utility/central closet (RCDC)
o Luggage racks - minimum 1
o Valet bags (2) and tickets (2)
 It is acceptable for Valet bags and tickets to be in armoire

Check closet area amenities and mark NO if you find any item not to standard

CAB5BD004
527 Ice bucket and glasses presentation meets standard 4 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
All guestrooms must have:

Corkscrew and bottle opener

Check the ice bucket and glasses presentation and mark NO if you any of the above criteria not met

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

528 Television Guest Directory meets standard 2 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
Mark N/A if you find any of the following:

All Lodgenet/television services are unavailable due to technical difficulties

All hotels are required to have electronic Guest Directory or equivalent accessible via television

In guest rooms/suites with multiple televisions, randomly select 1 television to check

Turn on television

Access the electronic Guest Directory or equivalent (e.g. Hotel Information, Hotel Features, Hotel Menu)

It is acceptable for the hotel to provide assistance navigating the system

Check television and mark NO if Guest Directory or equivalent is not available

BD806
529 Alarm clock/clock radio, note pad and pen meet 4 Bedroom Product Yes No N/A
standard pts #2 Standards:
Guestroom
Every bedroom/suite must minimally have:

Clock - mechanical (non-digital, electric)

The required 2 clocks must be in the bedroom. It is not acceptable for one clock to be in the bedroom and the other to be in the
bathroom

If clock radio present:

Turn radio on to verify that it is set to a music source

Check clock, clock radio, battery back-up, notepads and pens and mark NO if you find any of the following:

CAB5BD007
530 Coffee service meets standard 4 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
Coffee service must minimally be/include:

Single cup coffee/tea machine

Check coffee service and mark NO if you find any of the above items not provided or not the correct specification

BD808
531 Reading materials, cards and signs meet standards 4 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
The following are minimally required:

Comment Card
o Hotel Comment Card must have "Herve Humler" as the signature
Do Not Disturb/Privacy sign
o Electronic DND system is acceptable
Door Knob Menu
Guest Services Directory / Compendium
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
256
Category:
Q# Item Pts Group Answer
Area to Address
In-Room Dining Guide
Magazines (4):
o Ritz-Carlton Magazine
o Ritz-Carlton Retail Catalog (US/CAN, South-CALA)
o 2 additional, non-Ritz-Carlton selections
Linen reuse program notification
o Must minimally include bed linen reuse
o Must include Community Footprint logo (except at properties without "Ritz-Carlton" in the name)
Qibla sign (MEA only)
Prayer mat required to be available upon request (MEA only)

Check all reading materials, cards and signs and mark NO if you find any of the following:

Required reading materials, cards or signs not present

Required reading materials not placed consistently or current

BD809
532 Guest amenities meet standard 2 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
Guest amenities must minimally include:

HSIA cord (not applicable if wireless connection)

Shoe shine card
Sewing kit

City properties must minimally have shoe shine materials:

Shoe horn
Shoe mitt
Shoe polisher
RC - shoe amenities are required in room
RCDC - It is acceptable for shoe amenities to be available upon request

It is acceptable for guest amenities to be anywhere in guest room or bath room

Check the guest room and mark NO if any item not present

CAB5BD010
533 Suite and Club Level room additional amenities meet 16 Bedroom Product Yes No N/A
standard pts #2 Standards:
Guestroom
Mark N/A if evaluating a standard room

In addition to standard amenities, Suites and Club Level rooms must minimally include:

Emery board
Hairdryer bag
Toothbrush and toothpaste
Shoeshine bag
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
257
Category:
Q# Item Pts Group Answer
Area to Address
Slippers
o It is acceptable if slippers are next to bed after turndown service

It is acceptable for the additional amenities to be anywhere in guest room or bathroom

Check the guest room and mark NO if any item not present

BD848
534 Honor Bar is clean, in good condition and well- 2 Bedroom Product Yes No N/A
stocked pts #2 Standards:
Guestroom
Honor Bar must be/have:

Bottle labels facing out

Clean and in good condition
Menu is available and clean
Neat and organized
No opened, used, or expired items

Randomly select 2 items and verify they are unopened, unused and/or not expired

Check the honor bar and mark NO if you encounter or observe the following:

Cleanliness issues
Condition issues
Honor Bar menu not available or dirty
No Honor Bar present
Products used, opened or expired
Products not neat, organized or bottle labels not facing out

BD811
535 Telephones meet standard 4 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
Each guest room/suite must minimally have:

2 touch-tone telephones in guestroom area

o One phone must be cordless
o Cordless phone must be on desk

Telephones must minimally have:

Data port (or data port provided as wall jack)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Any required standard missing

BD812
536 Bedding and mattress meet standard 16 Bedroom Product Yes No N/A
pts #2 Standards:
Guestroom
Each bed must minimally have:

Down duvet or feather blanket with duvet cover

Check bedding and mattress and mark NO if you find any of the following:

Any item missing

Bedspread present on bed

BD813
537 Bedroom/Bathroom Odor is neutral 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any of the following:

Heavy air freshener

Mildew or musty odor
Odor not neutral
Smoke or food odor
Other odors

CABBD014
538 Bedroom Cleanliness - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #2 Guestroom
Check artwork, balcony door, base, blackouts, chair rails, connecting door, corner guards, crown molding, doors, door frames,

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBD015
539 Bedroom Condition - 4 Bedroom Condition: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #2 Guestroom
Check entry door (card reader, door mat, entry door, frame, grout, hardware, kick plate, signage, thresholds, tile floor (entry
only), transition strip and weather stripping) to ensure operation

Check that sliding glass doors are locked and secondary locking devices/security bars are engaged

Open/sliding glass/balcony doors, if designed to open, to ensure operation

Mark NO if any condition issues are noted

CABBD016
540 Bedroom Cleanliness - Ceiling 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
Check ceiling and ceiling fan (if applicable)

Mark NO if any cleanliness issues are noted

CABBD017
541 Bedroom Condition - Ceiling 4 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check ceiling and ceiling fan (if applicable)

Mark NO if any condition issues are noted

CABBD018
542 Bedroom Cleanliness - Flooring/Carpet 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ensure all the drapes/blackouts are opened and all lights are turned on

To complete carpet test:

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, floor and transition strip

Mark NO if any of the following:

Any cleanliness issues

Clearly visible dirt is noted on the wash cloth that is the equivalent of a 5 o'clock shadow or darker

CABBD019
543 Bedroom Condition - Flooring/Carpet 16 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check carpet, carpet base, floor and transition strips

Mark NO if any conditional issues are noted

CABBD020
544 Bedroom Cleanliness - Closet Area/Ironing 2 Bedroom Cleanliness: Compliant Minor Major N/A
Board/Iron/Safe pts #2 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any cleanliness issues are noted

CABBD021
545 Bedroom Condition - Closet Area/Ironing 2 Bedroom Condition: Compliant Minor Major N/A
Board/Iron/Safe pts #2 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any condition issues are noted

CABBD022

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Coffee in decanter
Grounds or packet in filter basket
Packets open or used
Ice buildup in refrigerator
Leftover food and beverages
Odor not neutral
Refrigerator or Microwave unit not plugged in

Mark NO if any cleanliness issues are noted

CABBD023
547 Bedroom Condition - Coffee Set Up/Ice 4 Bedroom Condition: Compliant Minor Major N/A
Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini pts #2 Guestroom
Bar/Wet Bar
Mark NO if any of the following:

Electrical cord has exposed wiring or frayed

Refrigerator or microwave unit not functioning
Other condition issues

CABBD024
548 Bedroom Cleanliness - Case Goods - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #2 Guestroom
If an occupied room, do not open anything

Check interior and exterior of armoire cabinets, credenza, dining table, drawers, dressers, night stands and tables

Mark NO if any cleanliness issues are noted

CABBD025
549 Bedroom Condition - Case Goods - 4 Bedroom Condition: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #2 Guestroom
If an occupied room, do not open anything

Check interior and exterior of armoire, cabinets, credenza, dining table, drawers, dressers, night stands and tables

Mark NO if any of the following:

Conditional issues
Drawers/cabinets do not operate easily

CABBD026

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBD027
551 Bedroom Condition - Telephone/Clock/Audio 4 Bedroom Condition: Compliant Minor Major N/A
Equipment/Television(s)/Remote Control/Collateral pts #2 Guestroom
Check alarm clock, clock radio, battery back-up, note pads and pens, television and all collateral

Mark NO if any condition issues are noted

CABBD028
552 Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s) 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
If an occupied room, do not open anything

Check the interior and exterior of all trash cans by removing any liners (kitchen, other)

Mark NO if any cleanliness issues are noted

CABBD029
553 Bedroom Condition - Desk/Desk Chair/Trashcan(s) 4 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
If an occupied room, do not open anything

Check the interior and exterior of all trash cans by removing any liners (kitchen, other)

Mark NO if any condition issues are noted

CABBD030
554 Bedroom Cleanliness - Upholstered Furniture 4 Bedroom Cleanliness: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #2 Guestroom
Open the sofa bed and check the mattress, hinges and frame

Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs

Mark NO if any cleanliness issues are noted

CABBD031
555 Bedroom Condition - Upholstered Furniture 4 Bedroom Condition: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #2 Guestroom
Open the sofa bed and check the mattress, hinges and frame

Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs

Mark NO if any condition issues are noted

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Light bulbs
Shade harp
Shade
Light fixture

CABBD033
557 Bedroom Condition - Lamps/Lighting 16 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check all bulbs, cords, light covers, lighting fixtures and shades

Mark NO if any of the following:

Bulbs not uniform in brightness or color

Condition issues
Electrical cord wiring exposed or frayed
Lighting not functional or plugged in
Lighting not secured to wall
Low level lighting not functioning

CABBD034
558 Bedroom Cleanliness - Windows/Window Treatments 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, sliding door, tracks, treatments,
valances, wands/batons and windows

Mark NO if any cleanliness issues are noted

CABBD035
559 Bedroom Condition - Windows/Window Treatments 4 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check that all windows are locked and secondary locking devices/security bars are engaged

Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, treatments, valances, wands/batons
and windows

Mark NO if any of the following:

Broken safety stop, latch or security bar

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CABBD036
560 Bedroom Cleanliness - HVAC/Ventilation 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
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
561 Bedroom Condition - HVAC/Ventilation 4 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
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

Mark NO if any of the following:

All settings or unit not operational

Condition issues

CABBD038
562 Bedroom Cleanliness - Balcony/Patio Furniture/Area 2 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls

Mark NO if any cleanliness issues are noted

CABBD039
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
265
563 Bedroom Condition - Balcony/Patio Furniture/Area 2 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls

Mark NO if any condition issues are noted

CABBD040
564 Bedroom Cleanliness - Headboard/Bed 16 Bedroom Cleanliness: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #2 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress

Mark NO if any of the following:

Cleanliness issues
Any hair
Debris/items found under or between mattress and box spring
Excessive feathers

CABBD041
565 Bedroom Condition - Headboard/Bed 16 Bedroom Condition: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #2 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress

Mark NO if any of the following:

Condition issues
Dingy, gray, loose threads or fading

CABBD042
566 Bedroom Cleanliness - 16 Bedroom Cleanliness: Compliant Minor Major N/A
Bedding/Linens/Pillows/Shams/Coverlets/Free of pts #2 Guestroom
Wrinkles
While evaluating the bed for cleanliness and condition items, also evaluate for wrinkles

NOTE: If occupied room, check without having bed changed that day, wrinkles are acceptable

To check pillows:

Check all sides of all pillow cases

Remove all pillow cases and check all pillow covers
Remove all pillow covers and check pillows

To check bedding:

Check both sides of all bedding, piece by piece, including mattress pad
Check top of mattress and lift mattress to see top of box springs
Verify no debris/item is present

Mark NO if cleanliness issues are noted or wrinkles are present

CABBD043
567 Room/Suite is free of pests 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
Check the entire room/suite for pests

Mark NO if any live or dead pests present

CABBD044
568 Bedroom Condition - 16 Bedroom Condition: Compliant Minor Major N/A
Bedding/Linens/Pillows/Shams/Coverlets pts #2 Guestroom
Check bed skirts, blankets, comforters, decorative pillow cases, decorative top cover sheets, duvets, pillows, pillow cases and
sheets

Mark NO if any conditional issues are noted

CABBD047

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

1 bottle of each of the following:

Check amenities and mark NO if you find any of the above items are missing

CAB5BTH001
570 Bath/vanity amenities are correct product line and 2 Bathroom Product Yes No N/A
size pts #2 Standards:
Guestroom
Bottled amenities and soaps must be from the Asprey product line and provided in the appropriate sizes:

Standard rooms:
o Bottled amenities must be 35 ml
o Vanity and Bath Soaps must be 30 g

Club Level rooms and Suites and RCDC:

o Bottled amenities must minimally be 50 ml
o Soap at each vanity must be 30 g
o Soap at each bathtub or bathtub/shower combo must be 60g

It is acceptable if mouthwash is not from the same product line

Check amenities and mark NO if you find any of the following:

Amenities missing
Amenities not correct specification

CAB5BTH003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

2 Cotton pads and 2 cotton swabs in a high quality container

Check amenities and mark NO if you find any of the following:

Furnishings missing
Furnishings not correct specification

CAB5BTH001
572 Bath terry meets standard 16 Bathroom #2 Product Yes No N/A
pts Standards:
Guestroom
Each full bath must minimally have:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

White
Neatly folded with logo centered, if applicable
RCDC: It is acceptable for towels to be color other than white as long as all towels are consistent in color

Check bath terry and mark NO if you find any of the above criteria is not met

CAB5BTH002
573 Bathroom Cleanliness - 4 pts Bathroom #2 Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates, walls

Mark NO if any cleanliness issues are noted

CABBTH003
574 Bathroom Condition - 4 pts Bathroom #2 Condition: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
From the inside of the bathroom:

Close and latch bathroom door

While door is closed, engage lock
Attempt to have bathroom door opened from guest room/suite side

Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates and walls

Mark NO if any conditional items are noted

CABBTH004
575 Bathroom Cleanliness - Ceiling 4 pts Bathroom #2 Cleanliness: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following:

Strands of hair stuck to the ceiling

Cleanliness issues

CABBTH005
576 Bathroom Condition - Ceiling 4 pts Bathroom #2 Condition: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following:

Condition issues
Water damage
Unprofessional patch repair

CABBTH006

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBTH007
578 Bathroom Condition - Floor 16 Bathroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check base, corners, edges, floor, grout, threshold and transition strip

Mark NO if any condition issues are noted

CABBTH008
579 Bathroom Cleanliness - 16 Bathroom Cleanliness: Compliant Minor Major N/A
Sink/Counter/Shelves/Faucets pts #2 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area

Mark NO if any cleanliness issues are noted

CABBTH009
580 Bathroom Condition - Sink/Counter/Shelves/Faucets 16 Bathroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area

Mark NO if any condition issues are noted

CABBTH010
581 Bathroom Cleanliness - Mirrors/Lighting/Light 16 Bathroom Cleanliness: Compliant Minor Major N/A
Fixtures pts #2 Guestroom
Mark NO if any cleanliness issues are noted

CABBTH011
582 Bathroom Condition - Mirrors/Lighting/Light 16 Bathroom Condition: Compliant Minor Major N/A
Fixtures pts #2 Guestroom
Mark NO if any condition issues are noted

CABBTH012
583 Bathroom Cleanliness - Vents/Exhaust Fans 4 pts Bathroom Cleanliness: Compliant Minor Major N/A
#2 Guestroom
Check fans, heat light, vents and exhaust fans

Mark NO if any cleanliness issues are noted

CABBTH013

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any of the following:

Condition issues
Items not functioning

CABBTH014
585 Bathroom Cleanliness - Toilet 16 Bathroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
Check bidet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base

Mark NO if any cleanliness issues are noted

CABBTH015
586 Bathroom Condition - Toilet 4 Bathroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check bidet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base

Mark NO if any of the following issues:

Seat will not stay in up position

Toilet or bidet does not flush, re-fill or water runs
Condition issues

CABBTH016
587 Bathroom Cleanliness - Fixtures (Towel 4 Bathroom Cleanliness: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #2 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder

Mark NO if any cleanliness issues are noted

CABBTH017
588 Bathroom Condition - Fixtures (Towel 16 Bathroom Condition: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #2 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder

Mark NO if any condition issues are noted

CABBTH018

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBTH019
590 Bathroom Condition - Linens/Terry 16 Bathroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
Check all of the terry in the bathroom and completely unfold (1) set

Mark NO if any of the following issues:

Terry is worn and rough to the touch

Terry has holes or stains
Terry has condition issues

CABBTH020
591 Bathroom Cleanliness - Shower Curtain/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Doors/Shower Rod pts #2 Guestroom
Rub the inside of the shower curtain and/or liner together to check for buildup

Shower liner must be dry

Check hooks, liner, shower curtain, shower doors and shower rod

Mark NO if any cleanliness issues are noted

CABBTH021
592 Bathroom Condition - Shower Curtain/Shower 16 Bathroom Condition: Compliant Minor Major N/A
Doors/Shower Rod pts #2 Guestroom
Check hooks, liner, shower curtain, shower doors and shower rod

Mark NO if any condition issues are noted

CABBTH022
593 Bathroom Cleanliness - Bathtub/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Enclosures/Plumbing Fixtures pts #2 Guestroom
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

Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head

Mark NO if any cleanliness issues are noted

CABBTH023

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head

Mark NO if any condition issues are noted

CABBTH024

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

No mechanism to test
Smoke detector will activate the total hotel alarm system if tested

Check that smoke detector is present

Ask if testing the smoke detector will activate the hotel alarm system:

If YES, DO NOT TEST - Mark N/A

If NO, continue testing and push test button, listen for the alert

NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate

Mark NO if any of the following:

Smoke detector does not sound alarm when tested

Smoke detector missing

CABFLS048
597 Entry door safety features are fully functional 0 Bedroom Fire/Life Safety: Yes No N/A
pts #3 Guestroom
Mark N/A if local code prohibits/supersedes any of the entry door safety features, documentation must be provided to verify

All guest room/suite entry doors must have:

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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check all doors without self-closing devices in the following manner:

Attempt the following steps for each door:

It is acceptable for view port to have operational cover

Mark NO if any of the above criteria is not met

CABFLS049
598 Closet/closet amenities meet standard 4 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
Closet area must minimally have:

RC:
o Bathrobes (1), with logo (RC)
o Flashlight
o Foam pillow
 It is acceptable if pillow is an Eco-Friendly Ingeo Pillow
o Hangers
 3 Satin
 3 Suit - if no valet stand present in guest room (RC)
 6 Male/clip - wooden
 6 Female/regular - wooden
o In-room safe with liability clause card/sticker
 It is acceptable for safe and card/sticker to be located elsewhere in room
o Iron:
 Auto shut-off safety feature
 If organizer is not available, it is acceptable if iron is placed on shelf
o Ironing board and cover:
 Full size
 ADA rooms may have table top boards
 Hung in closet
 It is acceptable if iron/ironing board are available upon request (AP only)
o Luggage racks:
 Minimum 2 in resorts
 Minimum 1 in city hotels
 It is acceptable for 1 luggage rack to be built-in
o Valet bags (2) and tickets (2)
 It is acceptable for Valet bags and tickets to be in armoire

RCDC:
o Flashlight

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
276
Category:
Q# Item Pts Group Answer
Area to Address
 It is acceptable if flashlight is in entry closet or utility closet
o Foam pillow
 It is acceptable if pillow is an Eco-Friendly Ingeo Pillow
o Hangers
 3 Satin
 6 Male/clip - wooden
 6 Female/regular - wooden
o In-room safe with liability clause card/sticker
 It is acceptable for safe and card/sticker to be located elsewhere in room
o Iron:
 Auto shut-off safety feature
 If organizer is not available, it is acceptable if iron is placed on shelf
o Ironing board and cover:
 Full size
 ADA rooms may have table top boards
 Hung in closet
 It is acceptable if ironing board and iron are provided in utility/central closet (RCDC)
o Luggage racks - minimum 1
o Valet bags (2) and tickets (2)
 It is acceptable for Valet bags and tickets to be in armoire

Check closet area amenities and mark NO if you find any item not to standard

CAB5BD004
599 Ice bucket and glasses presentation meets standard 4 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
All guestrooms must have:

Corkscrew and bottle opener

Check the ice bucket and glasses presentation and mark NO if you any of the above criteria not met

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

600 Television Guest Directory meets standard 2 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
Mark N/A if you find any of the following:

All Lodgenet/television services are unavailable due to technical difficulties

All hotels are required to have electronic Guest Directory or equivalent accessible via television

In guest rooms/suites with multiple televisions, randomly select 1 television to check

Turn on television

Access the electronic Guest Directory or equivalent (e.g. Hotel Information, Hotel Features, Hotel Menu)

It is acceptable for the hotel to provide assistance navigating the system

Check television and mark NO if Guest Directory or equivalent is not available

BD806
601 Alarm clock/clock radio, note pad and pen meet 4 Bedroom Product Yes No N/A
standard pts #3 Standards:
Guestroom
Every bedroom/suite must minimally have:

Clock - mechanical (non-digital, electric)

The required 2 clocks must be in the bedroom. It is not acceptable for one clock to be in the bedroom and the other to be in the
bathroom

If clock radio present:

Turn radio on to verify that it is set to a music source

Check clock, clock radio, battery back-up, notepads and pens and mark NO if you find any of the following:

CAB5BD007
602 Coffee service meets standard 4 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
Coffee service must minimally be/include:

Single cup coffee/tea machine

Check coffee service and mark NO if you find any of the above items not provided or not the correct specification

BD808
603 Reading materials, cards and signs meet standards 4 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
The following are minimally required:

Comment Card
o Hotel Comment Card must have "Herve Humler" as the signature
Do Not Disturb/Privacy sign
o Electronic DND system is acceptable
Door Knob Menu
Guest Services Directory / Compendium
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
279
Category:
Q# Item Pts Group Answer
Area to Address
In-Room Dining Guide
Magazines (4):
o Ritz-Carlton Magazine
o Ritz-Carlton Retail Catalog (US/CAN, South-CALA)
o 2 additional, non-Ritz-Carlton selections
Linen reuse program notification
o Must minimally include bed linen reuse
o Must include Community Footprint logo (except at properties without "Ritz-Carlton" in the name)
Qibla sign (MEA only)
Prayer mat required to be available upon request (MEA only)

Check all reading materials, cards and signs and mark NO if you find any of the following:

Required reading materials, cards or signs not present

Required reading materials not placed consistently or current

BD809
604 Guest amenities meet standard 2 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
Guest amenities must minimally include:

HSIA cord (not applicable if wireless connection)

Shoe shine card
Sewing kit

City properties must minimally have shoe shine materials:

Shoe horn
Shoe mitt
Shoe polisher
RC - shoe amenities are required in room
RCDC - It is acceptable for shoe amenities to be available upon request

It is acceptable for guest amenities to be anywhere in guest room or bath room

Check the guest room and mark NO if any item not present

CAB5BD010
605 Suite and Club Level room additional amenities meet 16 Bedroom Product Yes No N/A
standard pts #3 Standards:
Guestroom
Mark N/A if evaluating a standard room

In addition to standard amenities, Suites and Club Level rooms must minimally include:

Emery board
Hairdryer bag
Toothbrush and toothpaste
Shoeshine bag
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
280
Category:
Q# Item Pts Group Answer
Area to Address
Slippers
o It is acceptable if slippers are next to bed after turndown service

It is acceptable for the additional amenities to be anywhere in guest room or bathroom

Check the guest room and mark NO if any item not present

BD848
606 Honor Bar is clean, in good condition and well- 2 Bedroom Product Yes No N/A
stocked pts #3 Standards:
Guestroom
Honor Bar must be/have:

Bottle labels facing out

Clean and in good condition
Menu is available and clean
Neat and organized
No opened, used, or expired items

Randomly select 2 items and verify they are unopened, unused and/or not expired

Check the honor bar and mark NO if you encounter or observe the following:

Cleanliness issues
Condition issues
Honor Bar menu not available or dirty
No Honor Bar present
Products used, opened or expired
Products not neat, organized or bottle labels not facing out

BD811
607 Telephones meet standard 4 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
Each guest room/suite must minimally have:

2 touch-tone telephones in guestroom area

o One phone must be cordless
o Cordless phone must be on desk

Telephones must minimally have:

Data port (or data port provided as wall jack)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Any required standard missing

BD812
608 Bedding and mattress meet standard 16 Bedroom Product Yes No N/A
pts #3 Standards:
Guestroom
Each bed must minimally have:

Down duvet or feather blanket with duvet cover

Check bedding and mattress and mark NO if you find any of the following:

Any item missing

Bedspread present on bed

BD813
609 Bedroom/Bathroom Odor is neutral 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any of the following:

Heavy air freshener

Mildew or musty odor
Odor not neutral
Smoke or food odor
Other odors

CABBD014
610 Bedroom Cleanliness - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #3 Guestroom
Check artwork, balcony door, base, blackouts, chair rails, connecting door, corner guards, crown molding, doors, door frames,

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBD015
611 Bedroom Condition - 4 Bedroom Condition: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #3 Guestroom
Check entry door (card reader, door mat, entry door, frame, grout, hardware, kick plate, signage, thresholds, tile floor (entry
only), transition strip and weather stripping) to ensure operation

Check that sliding glass doors are locked and secondary locking devices/security bars are engaged

Open/sliding glass/balcony doors, if designed to open, to ensure operation

Mark NO if any condition issues are noted

CABBD016
612 Bedroom Cleanliness - Ceiling 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
Check ceiling and ceiling fan (if applicable)

Mark NO if any cleanliness issues are noted

CABBD017
613 Bedroom Condition - Ceiling 4 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check ceiling and ceiling fan (if applicable)

Mark NO if any condition issues are noted

CABBD018
614 Bedroom Cleanliness - Flooring/Carpet 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ensure all the drapes/blackouts are opened and all lights are turned on

To complete carpet test:

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, floor and transition strip

Mark NO if any of the following:

Any cleanliness issues

Clearly visible dirt is noted on the wash cloth that is the equivalent of a 5 o'clock shadow or darker

CABBD019
615 Bedroom Condition - Flooring/Carpet 16 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check carpet, carpet base, floor and transition strips

Mark NO if any conditional issues are noted

CABBD020
616 Bedroom Cleanliness - Closet Area/Ironing 2 Bedroom Cleanliness: Compliant Minor Major N/A
Board/Iron/Safe pts #3 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any cleanliness issues are noted

CABBD021
617 Bedroom Condition - Closet Area/Ironing 2 Bedroom Condition: Compliant Minor Major N/A
Board/Iron/Safe pts #3 Guestroom
Mark N/A if room is an occupied room check

Mark NO if any condition issues are noted

CABBD022

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Coffee in decanter
Grounds or packet in filter basket
Packets open or used
Ice buildup in refrigerator
Leftover food and beverages
Odor not neutral
Refrigerator or Microwave unit not plugged in

Mark NO if any cleanliness issues are noted

CABBD023
619 Bedroom Condition - Coffee Set Up/Ice 4 Bedroom Condition: Compliant Minor Major N/A
Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini pts #3 Guestroom
Bar/Wet Bar
Mark NO if any of the following:

Electrical cord has exposed wiring or frayed

Refrigerator or microwave unit not functioning
Other condition issues

CABBD024
620 Bedroom Cleanliness - Case Goods - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #3 Guestroom
If an occupied room, do not open anything

Check interior and exterior of armoire cabinets, credenza, dining table, drawers, dressers, night stands and tables

Mark NO if any cleanliness issues are noted

CABBD025
621 Bedroom Condition - Case Goods - 4 Bedroom Condition: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #3 Guestroom
If an occupied room, do not open anything

Check interior and exterior of armoire, cabinets, credenza, dining table, drawers, dressers, night stands and tables

Mark NO if any of the following:

Conditional issues
Drawers/cabinets do not operate easily

CABBD026

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBD027
623 Bedroom Condition - Telephone/Clock/Audio 4 Bedroom Condition: Compliant Minor Major N/A
Equipment/Television(s)/Remote Control/Collateral pts #3 Guestroom
Check alarm clock, clock radio, battery back-up, note pads and pens, television and all collateral

Mark NO if any condition issues are noted

CABBD028
624 Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s) 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
If an occupied room, do not open anything

Check the interior and exterior of all trash cans by removing any liners (kitchen, other)

Mark NO if any cleanliness issues are noted

CABBD029
625 Bedroom Condition - Desk/Desk Chair/Trashcan(s) 4 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
If an occupied room, do not open anything

Check the interior and exterior of all trash cans by removing any liners (kitchen, other)

Mark NO if any condition issues are noted

CABBD030
626 Bedroom Cleanliness - Upholstered Furniture 4 Bedroom Cleanliness: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #3 Guestroom
Open the sofa bed and check the mattress, hinges and frame

Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs

Mark NO if any cleanliness issues are noted

CABBD031
627 Bedroom Condition - Upholstered Furniture 4 Bedroom Condition: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #3 Guestroom
Open the sofa bed and check the mattress, hinges and frame

Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs

Mark NO if any condition issues are noted

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Light bulbs
Shade harp
Shade
Light fixture

CABBD033
629 Bedroom Condition - Lamps/Lighting 16 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check all bulbs, cords, light covers, lighting fixtures and shades

Mark NO if any of the following:

Bulbs not uniform in brightness or color

Condition issues
Electrical cord wiring exposed or frayed
Lighting not functional or plugged in
Lighting not secured to wall
Low level lighting not functioning

CABBD034
630 Bedroom Cleanliness - Windows/Window Treatments 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, sliding door, tracks, treatments,
valances, wands/batons and windows

Mark NO if any cleanliness issues are noted

CABBD035
631 Bedroom Condition - Windows/Window Treatments 4 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check that all windows are locked and secondary locking devices/security bars are engaged

Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, treatments, valances, wands/batons
and windows

Mark NO if any of the following:

Broken safety stop, latch or security bar

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

CABBD036
632 Bedroom Cleanliness - HVAC/Ventilation 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
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
633 Bedroom Condition - HVAC/Ventilation 4 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
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

Mark NO if any of the following:

All settings or unit not operational

Condition issues

CABBD038
634 Bedroom Cleanliness - Balcony/Patio Furniture/Area 2 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls

Mark NO if any cleanliness issues are noted

CABBD039
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
288
635 Bedroom Condition - Balcony/Patio Furniture/Area 2 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio

Check balcony, ceiling, furniture, lights, patio, railings and walls

Mark NO if any condition issues are noted

CABBD040
636 Bedroom Cleanliness - Headboard/Bed 16 Bedroom Cleanliness: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #3 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress

Mark NO if any of the following:

Cleanliness issues
Any hair
Debris/items found under or between mattress and box spring
Excessive feathers

CABBD041
637 Bedroom Condition - Headboard/Bed 16 Bedroom Condition: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #3 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress

Mark NO if any of the following:

Condition issues
Dingy, gray, loose threads or fading

CABBD042
638 Bedroom Cleanliness - 16 Bedroom Cleanliness: Compliant Minor Major N/A
Bedding/Linens/Pillows/Shams/Coverlets/Free of pts #3 Guestroom
Wrinkles
While evaluating the bed for cleanliness and condition items, also evaluate for wrinkles

NOTE: If occupied room, check without having bed changed that day, wrinkles are acceptable

To check pillows:

Check all sides of all pillow cases

Remove all pillow cases and check all pillow covers
Remove all pillow covers and check pillows

To check bedding:

Check both sides of all bedding, piece by piece, including mattress pad
Check top of mattress and lift mattress to see top of box springs
Verify no debris/item is present

Mark NO if cleanliness issues are noted or wrinkles are present

CABBD043
639 Room/Suite is free of pests 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
Check the entire room/suite for pests

Mark NO if any live or dead pests present

CABBD044
640 Bedroom Condition - 16 Bedroom Condition: Compliant Minor Major N/A
Bedding/Linens/Pillows/Shams/Coverlets pts #3 Guestroom
Check bed skirts, blankets, comforters, decorative pillow cases, decorative top cover sheets, duvets, pillows, pillow cases and
sheets

Mark NO if any conditional issues are noted

CABBD047

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

1 bottle of each of the following:

Check amenities and mark NO if you find any of the above items are missing

CAB5BTH001
642 Bath/vanity amenities are correct product line and 2 Bathroom Product Yes No N/A
size pts #3 Standards:
Guestroom
Bottled amenities and soaps must be from the Asprey product line and provided in the appropriate sizes:

Standard rooms:
o Bottled amenities must be 35 ml
o Vanity and Bath Soaps must be 30 g

Club Level rooms and Suites and RCDC:

o Bottled amenities must minimally be 50 ml
o Soap at each vanity must be 30 g
o Soap at each bathtub or bathtub/shower combo must be 60g

It is acceptable if mouthwash is not from the same product line

Check amenities and mark NO if you find any of the following:

Amenities missing
Amenities not correct specification

CAB5BTH003

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

2 Cotton pads and 2 cotton swabs in a high quality container

Check amenities and mark NO if you find any of the following:

Furnishings missing
Furnishings not correct specification

CAB5BTH001
644 Bath terry meets standard 16 Bathroom #3 Product Yes No N/A
pts Standards:
Guestroom
Each full bath must minimally have:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

White
Neatly folded with logo centered, if applicable
RCDC: It is acceptable for towels to be color other than white as long as all towels are consistent in color

Check bath terry and mark NO if you find any of the above criteria is not met

CAB5BTH002
645 Bathroom Cleanliness - 4 pts Bathroom #3 Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates, walls

Mark NO if any cleanliness issues are noted

CABBTH003
646 Bathroom Condition - 4 pts Bathroom #3 Condition: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
From the inside of the bathroom:

Close and latch bathroom door

While door is closed, engage lock
Attempt to have bathroom door opened from guest room/suite side

Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates and walls

Mark NO if any conditional items are noted

CABBTH004
647 Bathroom Cleanliness - Ceiling 4 pts Bathroom #3 Cleanliness: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following:

Strands of hair stuck to the ceiling

Cleanliness issues

CABBTH005
648 Bathroom Condition - Ceiling 4 pts Bathroom #3 Condition: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following:

Condition issues
Water damage
Unprofessional patch repair

CABBTH006

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBTH007
650 Bathroom Condition - Floor 16 Bathroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check base, corners, edges, floor, grout, threshold and transition strip

Mark NO if any condition issues are noted

CABBTH008
651 Bathroom Cleanliness - 16 Bathroom Cleanliness: Compliant Minor Major N/A
Sink/Counter/Shelves/Faucets pts #3 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area

Mark NO if any cleanliness issues are noted

CABBTH009
652 Bathroom Condition - Sink/Counter/Shelves/Faucets 16 Bathroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area

Mark NO if any condition issues are noted

CABBTH010
653 Bathroom Cleanliness - Mirrors/Lighting/Light 16 Bathroom Cleanliness: Compliant Minor Major N/A
Fixtures pts #3 Guestroom
Mark NO if any cleanliness issues are noted

CABBTH011
654 Bathroom Condition - Mirrors/Lighting/Light 16 Bathroom Condition: Compliant Minor Major N/A
Fixtures pts #3 Guestroom
Mark NO if any condition issues are noted

CABBTH012
655 Bathroom Cleanliness - Vents/Exhaust Fans 4 pts Bathroom Cleanliness: Compliant Minor Major N/A
#3 Guestroom
Check fans, heat light, vents and exhaust fans

Mark NO if any cleanliness issues are noted

CABBTH013

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any of the following:

Condition issues
Items not functioning

CABBTH014
657 Bathroom Cleanliness - Toilet 16 Bathroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
Check bidet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base

Mark NO if any cleanliness issues are noted

CABBTH015
658 Bathroom Condition - Toilet 4 Bathroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check bidet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base

Mark NO if any of the following issues:

Seat will not stay in up position

Toilet or bidet does not flush, re-fill or water runs
Condition issues

CABBTH016
659 Bathroom Cleanliness - Fixtures (Towel 4 Bathroom Cleanliness: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #3 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder

Mark NO if any cleanliness issues are noted

CABBTH017
660 Bathroom Condition - Fixtures (Towel 16 Bathroom Condition: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #3 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder

Mark NO if any condition issues are noted

CABBTH018

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABBTH019
662 Bathroom Condition - Linens/Terry 16 Bathroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
Check all of the terry in the bathroom and completely unfold (1) set

Mark NO if any of the following issues:

Terry is worn and rough to the touch

Terry has holes or stains
Terry has condition issues

CABBTH020
663 Bathroom Cleanliness - Shower Curtain/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Doors/Shower Rod pts #3 Guestroom
Rub the inside of the shower curtain and/or liner together to check for buildup

Shower liner must be dry

Check hooks, liner, shower curtain, shower doors and shower rod

Mark NO if any cleanliness issues are noted

CABBTH021
664 Bathroom Condition - Shower Curtain/Shower 16 Bathroom Condition: Compliant Minor Major N/A
Doors/Shower Rod pts #3 Guestroom
Check hooks, liner, shower curtain, shower doors and shower rod

Mark NO if any condition issues are noted

CABBTH022
665 Bathroom Cleanliness - Bathtub/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Enclosures/Plumbing Fixtures pts #3 Guestroom
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

Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head

Mark NO if any cleanliness issues are noted

CABBTH023

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head

Mark NO if any condition issues are noted

CABBTH024

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

EXT801
668 Porte cochere and bellcarts are in good condition 16 Exterior Condition: Compliant Minor Major N/A
pts General Facility
Porte cochere meets the following standards:
o Area has no condition issues
o Bellcarts are polished and free from debris
Mark NO if you find any of the following:
o Any condition issues

EXT802

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Front Desk must minimally include/be:

Artwork
o Must be easily visible for the registering guest (e.g. hung on the wall behind, above or adjacent to the desk)
o Must be level
Food and/or beverage offering (e.g. apples, mints, cookies, lemonade)
o It is acceptable if in Front Desk area
Organized

Front Desk staff must have either:

Individual radio on their person, or

Access to radio at workstation

Check the Front Desk and mark NO if you find any of the following:

Area not organized

Artwork not level
Food/beverage offering not available
Radio/access to radio not available

CAB5LOB000
670 Registration process provided for children (Resorts) 4 Lobby Product Yes No N/A
pts Standards:
General
Facility
Mark N/A if you find any of the following:

Hotel is NOT a Resort

Front Desk must minimally provide 1 of the following:

Fun registration book (e.g. coloring book)

Official "Ritz-Kids" picture badge
Scavenger hunt map that can be exchanged at the front desk for a special amenity

Hotel must have a policy of not photographing minors without parental/guardian consent

Ask to see materials provided to children during the check-in process

If registration material provided to children is picture badge

Check materials and mark NO if you find any of the following:

Amenity is not provided to younger guests

Hotel does not have policy about photographing minors
Hotel photographs minors without parental/guardian consent

LOB802
671 Boarding pass printing meets standard 4 Lobby Product Yes No N/A
pts Standards:
General
Facility
Mark N/A if you find any of the following:

System is unavailable due to technical issues

Hotel is not located in US or US territory

Complimentary self-service airline boarding pass printing must be available

Boarding pass printing must be a:

Personal computer (PC) with a printer

o Dedicated access to airline web sites only
o Enabled to print airline boarding passes only

Boarding pass printing option must minimally include URL webpage links to the following airline websites:

Air Canada
AirTran Airways
Alaska Airlines
American Airlines
British Airways
Continental (merged with United)
Delta
Hawaiian Airlines
jetBlue
Lufthansa
Midwest Airlines (merged with Frontier)
Northwest Airlines (NWA)
Singapore Airlines
Southwest
Spirit
TACA
United
US Airways
Virgin Atlantic

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Click on the screen

Click "Agree", and accept the "Terms of Use and Privacy Notice", if displayed

Randomly select 3 airlines from the above list

Verify for each selected airline:

o Link button is present on screen
o Link button connects directly to selected airline's website
 Click on each of the selected buttons and review webpage
If selected airline no longer exists (e.g. gone out of business, merged) randomly select another airline to check

If boarding pass printing available via dedicated PC:

Attempt to access ritzcarlton.com

Attempt to open another application or program (e.g. Microsoft Word, Solitaire)

Check airline boarding pass printing capability and mark NO if you find any of the following:

Airline link button does not directly connect to airline's website

Airline link button not present
Boarding pass printer capable of printing other items
Boarding pass printing not available
Boarding pass printing not complimentary
Boarding pass printing not self-service
Non-airline websites accessible
Other application/program available via dedicated PC

LOB803
672 Lobby area meets standard 4 Lobby Product Yes No N/A
pts Standards:
General
Facility
Mark N/A if you find any of the following:

Lobby is under complete renovation and not available for guest use

Main lobby must have:

Background music
Complimentary coffee offered minimally from 5:00 am to 7:00 am (RC)
Fresh flower arrangement/decorative plant
o It is not acceptable for dead flowers or plants to be present
o Water must be visibly fresh if in clear vase

Observe and listen while in the lobby area and mark NO if any of the above criteria is not met:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Lobby Concierge is incorporated with the Front Desk counter

Lobby Concierge is under complete renovation and not available for guest use

Concierge desk must minimally be attended:

Monday to Friday 7:00am - 10:00pm (RC)

Monday to Sunday 7:00am - 10:00pm (RCDC)

Concierge desk must be:

Neat and organized

Work items concealed from view
Decorated with fresh flower arrangement, live plants or seasonal decor
o It is not acceptable for dead flowers or plants to be present
o Water must be visibly fresh if in clear vase

Observe the Lobby Concierge area and mark NO if any of the above criteria is not met

CAB5LOB005
674 Joggers' station meets standard 4 Lobby Product Yes No N/A
pts Standards:
General
Facility
Mark N/A if you find any of the following:

Area is under complete renovation and not available for guest use
Property is in MEA

Joggers' station must minimally provide:

Bottled water
Cold and temperate
Joggers' map
Towels (5)
"Welcome back" sign

Evaluate joggers' station 6 am - 9 am

Check joggers' station and mark NO if you find any of the following:

Bottled water, cold and temperate not provided

Joggers' map not provided
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
302
Category:
Q# Item Pts Group Area to Answer
Address
Joggers' station not provided
Towels not provided
"Welcome back" sign not provided

LOB806
675 Main Entry/Vestibule Cleanliness - General 4 Lobby Cleanliness: Compliant Minor Major N/A
pts General
Facility
Mark N/A if any of the following:

Hotel does not have a main entry/vestibule area

Main entry/vestibule area is under complete renovation and not available for guest use

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Check the odor as you enter the area

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plates, lamp shades, lighting, odor, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents,
walls, wands/batons, windows, window frames, window sills and window treatments

Check artwork, benches, brochure racks, ceiling fans, chairs, decor items, fire extinguishers/cabinet, hardware, HVAC/PTAC
unit, intercoms, lamps, lamp shades, mirrors, planters, plants, sofas, tables, telephones, trash cans, trees and other items

Mark NO if any cleanliness issues are noted

CABLOB12
676 Main Entry/Vestibule Condition - General 4 Lobby Condition: Compliant Minor Major N/A
pts General
Facility
Mark N/A if any of the following:

Hotel does not have a main entry/vestibule area

Main entry/vestibule area is under complete renovation and not available for guest use

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any conditional issues are noted

CABLOB13

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any cleanliness issues are noted

CABLOB14
678 Lobby Condition - Floor 4 Lobby Condition: Compliant Minor Major N/A
pts General
Facility
Mark N/A if the lobby is under complete renovation and not available for guest use

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any conditional issues are noted

CABLOB15
679 Lobby Cleanliness - 4 Lobby Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts General
Facility
Mark N/A if the lobby is under complete renovation and not available for guest use

Check the odor as you enter the area

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plates, lamp shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window frames, window sills and window treatments

Mark NO if any cleanliness issues are noted

CABLOB16
680 Lobby Condition - 4 Lobby Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts General
Facility
Mark N/A if the lobby is under complete renovation and not available for guest use

Select one window and open to ensure operation

Mark NO if any condition issues are noted

CABLOB17

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check flat surfaces and beneath seat cushions that you encounter

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment, fire
extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lamp shades, mantle, mirrors, planters,
plants, shelves, sofas, tables, telephones, television/remote control, trash cans, trees, water feature, and other items

Mark NO if any cleanliness issues are noted

CABLOB18
682 Lobby Condition - Furniture/Equipment 4 Lobby Condition: Compliant Minor Major N/A
(Luggage Carts)/Décor Items pts General Facility
Mark N/A if the lobby is under complete renovation and not available for guest use

Test HVAC/PTAC unit, fireplace, lighting and televisions (as applicable) to ensure operation

If fireplace is not on, have associate ignite fireplace to ensure operation (not applicable for wood burning fireplaces)

If local code prohibits the use of a fireplace, documentation must be provided to verify

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment, fire
extinguishers/cabinets, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lamp shades, mantle, mirrors, planters,
plants, shelves, sofas, tables, telephones, television/remote control, trash cans, trees, water feature, and other items

Mark NO if any condition issues are noted

CABLOB19

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

All elevators are under complete renovation and not available for guest use
Hotel does not have an elevator

If multiple elevators present, select (1) to evaluate

Check area rugs, carpet, floor, grout, marble, mats, thresholds, tile, tracks, transition strips and vinyl

Check the odor as you enter the area

Check base, ceiling, chair rail, corner guard, crown molding, doors, door frames, hardware, lighting, odor, outlet covers, signage,
sprinkler heads, stainless steel, vents, walls, wands/batons, windows, window frames, window sills and window treatments

Check artwork, benches, ceiling fans, controls, decor items, exhaust fans, fire extinguishers/cabinet, hardware, lighting, mirror
and telephone/intercom

Mark NO if any cleanliness issues are noted

CABE001
684 Elevators Condition - General 16 Elevator Condition: Compliant Minor Major N/A
pts General Facility
Mark N/A if any of the following:

All elevators are under complete renovation and not available for guest use
Hotel does not have an elevator

If multiple elevators present, select (1) to evaluate

Check area rugs, carpet, floor, grout, marble, mats, thresholds, tile, tracks, transition strips and vinyl

Check base, ceiling, chair rail, corner guard, crown molding, doors, door frames, hardware, lighting, outlet covers, signage,
sprinkler heads, stainless steel, vents, walls, wands/batons, windows, window frames, window sills and window treatments

Ride the elevator to check the lights and tones.

Check artwork, benches, ceiling fans, controls, decor items, exhaust fans, fire extinguishers/cabinet, hardware, lighting, mirror
and telephone/intercom

Mark NO if any condition issues are noted

CABE002

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

All corridors and stairways are under complete renovation and not available for guest use
Hotel does not have interior corridors and stairways

Check portions of the guest corridors, stairways and vending areas as you walk the hotel

Check area rugs, carpet, floor, grout, landings, marble, mats, nose guard/toe kicks, steps/stairs, thresholds, tile, transition strips
and vinyl

Mark NO if any cleanliness issues are noted

CABC001
686 Corridors/Stairways Condition - Floor 16 Corridors Condition: Compliant Minor Major N/A
pts General
Facility
Mark N/A if any of the following:

All corridors and stairways are under complete renovation and not available for guest use
Hotel does not have interior corridors and stairways

Check portions of the guest corridors, stairways and vending areas as you walk the hotel

Check area rugs, carpet, floor, grout, landings, marble, mats, nose guard/toe kicks, steps/stairs, thresholds, tile, transition strips
and vinyl

Mark NO if any condition issues are noted

CABC002
687 Corridors/Stairways Cleanliness - 16 Corridors Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts General
Facility
Mark N/A if any of the following:

All corridors and stairways are under complete renovation and not available for guest use
Hotel does not have interior corridors and stairways

Check the odor as you enter the area

Check portions of the guest corridors, stairways and vending areas as you walk the hotel

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, lamp
shades, lighting, odor, outlet cover, pillars, railings, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any cleanliness issues are noted

CABC003
688 Corridors/Stairways Condition - 16 Corridors Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts General
Facility
Mark N/A if any of the following:

All corridors and stairways are under complete renovation and not available for guest use
Hotel does not have interior corridors and stairways

Check portions of the guest corridors, stairways and vending areas as you walk the hotel

Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, lamp
shades, lighting, outlet cover, pillars, railings, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window functionality, window frames, window sills and window treatments

Mark NO if any condition issues are noted

CABC004
689 Corridors/Stairways Cleanliness - 4 Corridors Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts General
Facility
Mark N/A if any of the following:

All corridors and stairways are under complete renovation and not available for guest use
Hotel does not have interior corridors and stairways

Check portions of the guest corridors, stairways and vending areas as you walk the hotel

Check flat surfaces and beneath seat cushions that you encounter

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, fire extinguishers/cabinet,
hardware, HVAC/PTAC unit, lamps, lamp shades, mirrors, planters, plants, sofas, tables, telephones, trash cans, trees and other
items

Mark NO if any cleanliness issues are noted

CABC005
690 Corridors/Stairways Condition - 4 Corridors Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts General
Facility
Mark N/A if any of the following:

All corridors and stairways are under complete renovation and not available for guest use

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Check portions of the guest corridors, stairways and vending areas as you walk the hotel

Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment, fire
extinguishers/cabinet, hardware, HVAC/PTAC unit, lamps, lamp shades, mirrors, planters, plants, sofas, tables, telephones,
television/remote control, trash cans, trees and other items

Mark NO if any condition issues are noted

CABC006

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MTG802
693 Pre-function space floor is in good condition 4 Meeting Condition: Compliant Minor Major N/A
pts General Facility
Mark N/A if you find any of the following:
o All pre-function space is under complete renovation and not available for guest use
o Hotel does not have pre-function space
Observe area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl and mark
NO if you find any condition issues

MTG803
694 Pre-function space walls, doors, ceiling and 4 Meeting Cleanliness: Compliant Minor Major N/A
windows/treatments are clean pts General Facility
Mark N/A if you find any of the following:
o All pre-function space is under complete renovation and not available for guest use
o Hotel does not have pre-function space
Check the odor as you enter the area
Observe air walls, base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery,
escutcheons, hardware, lampshades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads,
switch plates, vents, walls, wands/batons, windows, window frames, window sills, and window treatments and mark NO
if you find any cleanliness issues

MTG804
695 Pre-function space walls, doors, ceiling and 4 Meeting Condition: Compliant Minor Major N/A
windows/treatments are in good condition pts General Facility
Mark N/A if you find any of the following:
o All pre-function space is under complete renovation and not available for guest use
o Hotel does not have pre-function space
Observe air walls, base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery,
escutcheons, hardware, kick plates, lampshades, lighting, outlet cover, partitions, pillars, screens, shelves, signage,
sprinkler heads, switch plates, vents, walls, wands/batons, windows, window frames, window sills, and window
treatments and mark NO if you find any condition issues

MTG805

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
310
696 Pre-function space furniture, equipment 4 pts Meeting Cleanliness: Compliant Minor Major N/A
and decor items are clean General Facility
Mark N/A if you find any of the following:
o All pre-function space is under complete renovation and not available for guest use
o Hotel does not have pre-function space
Observe flat surfaces and beneath seat cushions that you encounter
Observe artwork, AV equipment, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers,
electronic equipment, fire extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps,
lampshades, linens, microwave, mirrors, planters, plants, refrigerator, shelves, sink, sofas, tables, telephones,
television/remote control, trash cans, trees, and other items and mark NO if you find any cleanliness issues

MTG806
697 Pre-function space furniture, equipment 4 pts Meeting Condition: Compliant Minor Major N/A
and decor items are in good condition General Facility
Mark N/A if you find any of the following:
o All pre-function space is under complete renovation and not available for guest use
o Hotel does not have pre-function space
Observe artwork, AV equipment, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers,
electronic equipment, fire extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps,
lampshades, linens, microwave, mirrors, planters, plants, refrigerator, shelves, sink, sofas, tables, telephones,
television/remote control, trash cans, trees, and other items and mark NO if you find any condition issues or items not
functioning

MTG807

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Area is under complete renovation and not available for guest use

If multiple restrooms are present, select 1 set to evaluate

All restrooms must minimally have:

Hand towels - cloth or upgraded paper

Bin/receptacle for towels - upgraded, appropriate and fit with decor
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

Bin/receptacle missing
Bin/receptacle inappropriate for decor
Facial tissue missing
Soap dispenser empty
Soap dispenser missing
Toilet paper missing

CAB5PR000
699 Public Restrooms Cleanliness - Floor 4 Public Cleanliness: Compliant Minor Major N/A
pts Restrooms General Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any cleanliness issues are noted

CABPR002

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

Mark NO if any condition issues are noted

CABPR003
701 Public Restrooms Cleanliness - 4 Public Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Partitions pts Restrooms General
Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Check the odor as you enter the area

Check base, blinds, ceiling, chair rail, corner guard, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plate, lighting, odor, outlet covers, partitions, pillars, shelves, screens, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window frames, window sills and window treatments

Mark NO if any cleanliness issues are noted

CABPR004
702 Public Restrooms Condition - 4 Public Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Partitions pts Restrooms General
Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Mark NO if any condition issues are noted

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Check all toilets and urinals

Mark NO if any cleanliness issues are noted

CABPR006
704 Public Restrooms Condition - Toilets/Urinals 4 Public Condition: Compliant Minor Major N/A
pts Restrooms General
Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Flush toilets and urinals

Check all toilets and urinals

Mark NO if any condition issues are noted

CABPR007
705 Public Restrooms Cleanliness - 16 Public Cleanliness: Compliant Minor Major N/A
Sinks/Vanity/Mirrors pts Restrooms General
Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Check the sinks, vanity and mirror

Mark NO if any cleanliness issues are noted

CABPR008

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Test the water flow at the sinks

Check the sinks, vanity and mirror

Mark NO if any condition issues are noted

CABPR009
707 Public Restrooms Cleanliness - 4 Public Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Restrooms General
Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Check air dryer, artwork, benches, cabinets, ceiling fans, decor items, dispensers, fire extinguishers/cabinet, furniture, grab bars,
hand towels, hand soap, hardware, HVAC/PTAC, lighting, plants, planters, seat covers, shelves, trash can and toilet tissue

Mark NO if any cleanliness issues are noted

CABPR010
708 Public Restrooms Condition - 4 Public Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Restrooms General
Facility
Mark N/A if any of the following:

All public restrooms are under complete renovation and not available for guest use
Hotel does not have public restrooms

If multiple public restrooms present, select (1) to evaluate

Mark NO if any conditional issues are noted

CABPR011

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mystery Shop Award of Excellence nominees must:

Demonstrate the Gold Standards, including:

o The Credo
o Three Steps of Service (Warm Welcome, Anticipate and Complies with Needs, Fond Farewell)
o The Motto
o The Service Values
Create positive emotional engagement

Recognize up to 7 employees that meet the above criteria

Enter employee names and departments in the Group Comment's section, not the findings

When entering nominee information, format each as follows:

o Name - Position - Department
o Separate each nomination with a semi-colon and space
o e.g. John - Bartender - The Lounge; Mary - Housekeeping; Sam - Doorman

If no employee is nominated, type the following in Group Comment's section:

No employees met the criteria for the Mystery Shop Award of Excellence

Mark YES to this item

Do not enter names into findings

CAB5BOH001
710 Employee #1 participated in department's Daily Line-up 16 Heart of Product Standards: Yes No N/A
pts House General Facility
All employees are required to attend the Daily Line-up held in their department

Select 1 random employee

It is acceptable to ask the pair of Gold Standard items to the same employee

Identify yourself as the Quality Assurance Specialist

Ask employee if their department conducted its Daily Line-up today?

If yes:
o Ask employee to direct you to, or tell you where, the Commitment to Quality (CTQ) packet is available
 It is acceptable to prompt and/or refer to the CTQ packet as the Daily Line-up meeting packet
o Ask, tell me at least 3 topics that were discussed today

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Ask employee to describe how they report/document guest preferences

Guest preference reporting/documentation must be one of the following:

o Guest Preference Pad
o Hotline
o Mystique

Ask questions and mark NO if you find any of the following:

Employee did not attend the Daily Line-up

Employee cannot recall 3 discussion topics
Employee cannot describe guest preference documentation

CAB5BOH002
711 Employee #1 can explain Cobalt Card and Ritz-Carlton 4 Heart of Product Standards: Yes No N/A
Rewards program pts House General Facility
Select 1 random employee

It is acceptable to ask the pair of Gold Standard items to the same employee

Identify yourself as the Quality Assurance Specialist

Employee may only use hotel specific or Ritz-Carlton Rewards/Cobalt training/promotional references for the following
questions

Ask employee to name 1 benefit of Cobalt Card program

Best available accommodation

o It is acceptable if employee states access to The Ritz-Carlton and/or Presidential Suite
Complimentary Club Lounge access
Last room availability
24-hour private reservations line and email address with dedicated assistance
Invitation to special events (e.g. restaurant opening)

Ask employee to name 1 restriction of Cobalt Card program

Program may only be discussed with current members

Requests for information about the program by non-members are not handled on property
Membership to program extended through office of the President of The Ritz-Carlton Hotel Company (Herve Humler) to
limited number of guests

Ask employee to name 2 benefits Ritz-Carlton Rewards Elite members receive

48-hour guaranteed availability

Ultimate reservation guarantee if hotel is sold out
Upgrade based upon availability
Complimentary internet access
Bonus on the Ritz-Carlton Rewards points
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
317
Category:
Q# Item Pts Group Answer
Area to Address
Special offers from The Ritz-Carlton and its travel partners
Priority late check out
Savings at the Gift Shop

Interact with employee and mark NO if you find any of the following:

Employee cannot name 1 benefit of the Cobalt Card

Employee cannot name 1 restriction of the Cobalt Card
Employee was not familiar with Cobalt Card program
Employee cannot name 2 benefits of the Rewards Program

BOH803
712 Employee #2 participated in department's Daily Line-up 16 Heart of Product Standards: Yes No N/A
pts House General Facility
All employees are required to attend the Daily Line-up held in their department

Select 1 random employee from a different division (Rooms, F&B, Spa, Engineering) than the previous Gold Standard item

It is acceptable to ask the pair of Gold Standard items to the same employee

Identify yourself as the Quality Assurance Specialist

Ask employee if their department conducted its Daily Line-up today?

Ask employee to describe how they report/document guest preferences

Guest preference reporting/documentation must be one of the following:

o Guest Preference Pad
o Hotline
o Mystique

Ask questions and mark NO if you find any of the following:

Employee did not attend the Daily Line-up

Employee cannot recall 3 discussion topics
Employee cannot describe guest preference documentation

CAB5BOH004
713 Employee #2 can explain Cobalt Card and Ritz-Carlton 4 Heart of Product Standards: Yes No N/A
Rewards program pts House General Facility
Select 1 random employee

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

It is acceptable to ask the pair of Gold Standard items to the same employee

Identify yourself as the Quality Assurance Specialist

Employee may only use hotel specific or Ritz-Carlton Rewards/Cobalt training/promotional references for the following
questions

Ask employee to name 1 benefit of Cobalt Card program

Best available accommodation

Ask employee to name 1 restriction of Cobalt Card program

Program may only be discussed with current members

Ask employee to name 2 benefits Ritz-Carlton Rewards Elite members receive

48-hour guaranteed availability

Ultimate reservation guarantee if hotel is sold out
Upgrade based upon availability
Complimentary internet access
Bonus on the Ritz-Carlton Rewards points
Special offers from The Ritz-Carlton and its travel partners
Priority late check out
Savings at the Gift Shop

Interact with employee and mark NO if you find any of the following:

Employee cannot name 1 benefit of the Cobalt Card

Employee cannot name 1 restriction of the Cobalt Card
Employee was not familiar with Cobalt Card program
Employee cannot name 2 benefits of the Rewards Program

BOH805

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Hotel provided documentation that an owner or management company change has occurred within the last 90 days
Local code prohibits/supersedes any standard, documentation must be provided to verify

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 (5) documentation items to review:

Proof of Food Safety training for all culinary food handling associates

All food handlers (e.g. cook, server) must minimally be trained, re-trained every two years

Select (1) hourly culinary staff member

Ask to see documentation that the selected culinary staff is food safety trained within the last two years

Documentation may be in any form, the most common used examples are:

GFSF (Great Food Safe Food) roster/certificate

Food Safety Training for Food Handlers (TAP Series)
ServSafe Starters
Safe Food Solutions LLC
Essentials of Food Safety and HACCP Principles
Management certification program (e.g. National Registry, ServSafe)
o Although program is valid for 5 years, hourly culinary staff must have documented training every 2 years, it is
acceptable to use GFSF training to meet 2 year requirement

Mark NO if any of the following:

Training not conducted or documented

Training documentation more than 2 years old

The appropriate managers are Food Safety Certified through an approved program

Management staff (do not select if ALL positions listed below are vacant):

Minimum number of Food Safety certified management (positions vary by hotel, equivalents acceptable):

FIS/SHS - (1) Manager

CY/RI - 250 rooms/suites or less:
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
320
Category:
Q# Item Pts Group Answer
Area to Address
o Chief Engineer (management or salaried), GM, other manager (or other hourly staff if only (1) management
position on property)
CY/RI - 251 rooms/suites or more:
o Chief Engineer (management or salaried), Assistant GM, other managers (or other hourly staff if only (1)
management position on property)
JW/MHR/RH/RC/RCDC/AUTO - 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)

US/CAN

Documentation must only be in one of the specific forms listed below:

CIEH (Charter Institute of Environmental Health)

NRFSP (National Registry of Food Safety Professionals)
Prometric (formerly Exterior Assessments)
ServSafe (National Restaurant Association/Educational Foundation)
CRFA-NFSTP (Canadian hotels only)

City/County/State certifications may not be substituted unless under auspices of one of the above

AP, EU, MEA, South-CALA

Documentation may be from any certifying body

ALL CONTINENTS

Ask to see certificates:

Select (2) management staff from the list above (MHR/RH/JW/RC/RCDC/CY/RI/AUTO)

Ask to see certificate for the certified manager (FIS/SHS)

Mark NO if any of the following:

Certificates not from approved program (US/CAN)

Certificates not on file and available for review
Certificates older than 5 years
Required staff not certified in approved program

Refrigerator and freezer temperature logs (HACCP Log A-3) are completed and on file for 90 days

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
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
321
Category:
Q# Item Pts Group Answer
Area to Address
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

Mark NO if any of the following:

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

Temperature Logs (HACCP Log A-1) for cooking, holding and reheating food items are completed and on file for the past
90 days

Do not select this item is hotel does not cook, hold or re-heat food items

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
Food item
Time
Temperature
Corrective Action (if temperature out-of-range)
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 140F (60C) 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

Mark NO if any of the following:

Corrective action field not completed for out-of-range temperatures

Documentation not available for review
Documentation not 90%+ complete
Log entry(s) not filled out correctly
Temperatures out of guidelines have no corrective actions

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Do not select this documentation item if hotel does not re-heat food

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
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)
Corrective Action (if temperature out-of-range)
o Temp #2 (after 2 hours) above 70F (21C) are considered out-of-range
o Temp #4 (after 6 hours) above 41F (4C) 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

Mark NO if any of the following:

Corrective action field not completed for out-of-range temperatures

Documentation not available for review
Documentation not 90%+ complete
Log entry(s) not filled out correctly

CABFS100
715 Personal hygiene procedures are followed 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify

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 eating, drinking, smoking, or tobacco use in areas with exposed food, food contact surfaces, food contact packaging
All dedicated hand washing sinks being stocked, functional and accessible
All associates washing hands following:
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
323
Category:
Q# Item Pts Group Answer
Area to Address
o Touching face, hair
o Using restrooms
o Touching raw food product
o Changing gloves
No bare hand contact with ready-to-foods
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)

Mark NO if the above criteria is not met

CABFS101
716 Ice Machines are clean and in good condition 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify

Select (1) ice machine in the food and beverage area

Ask Engineering associate to remove inspection panel of ice machine to observe cleanliness of interior

Check bins, doors, drop guards, interior and exterior of ice machines, gaskets and ice scoops

Mark NO if any of the following:

Interior of ice machine dirty

Mold, mildew or fungus on ice contact areas
Rust on the inside of ice machine or ice contact areas

CABFS102
717 Cold potentially hazardous foods maintained at 41F (5C) or 0 Food Safety Food Safety: Yes No N/A
below in all cold holding devices pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify

Select cold unit/units (walk-in, reach-in, cold holding units):

(1) Refrigerator (RI/FIS/SHS)

(2) Refrigerators/cold holding units (CY/JW/MHR/RH/RC/RCDC/AUTO)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if any of the following:

(2) or more products are 42-55F (6-13C)

Any product is over 55F (13C)

CABFS103
718 Facility is clean and in good condition 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify

As you walk through the facility evaluate the 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

Mark NO if more than (4) cleanliness or conditional issues are observed or encountered

CABFS104
719 Dishwashing machines properly maintained and operated 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify
Hotel does not have a dish machine

For Low temp machines:

Verify concentration of chemical sanitizer is at proper level (e.g. Chlorine: 50-100 ppm)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

For High temp machines:

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 (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. (See MGS for
details on 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

Mark NO if any of the following:

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
720 Cutting board policy meets standards 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify

Cutting board system must be in place:

White plastic, polypropylene or acrylic, used for preparing only read-to-eat food items (including Sushi and Sashimi)
Second/other color used for food items that are not ready-to-eat
It is acceptable to use a multiple color cutting board system for non ready-to-eat food items

Kitchens in Asia and other specialty kitchens may use wooden boards for general use, provided that:

Boards must be properly maintained and marked for the proper product use
Separate boards for chicken, fish, raw and cooked products
Blocks are to be scraped, washed and sanitized daily
A culinary associate is able to describe the cutting board use policy

Mark NO if any of the following:

Preparing not ready-to-eat items and read-to-eat items on the same cutting boards
Using only one-color cutting boards
Using wooden boards for applications other than those approved
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
326
Category:
Q# Item Pts Group Answer
Area to Address
Culinary associate in Asia/specialty kitchen not able to describe the wooden cutting board use policy

CABFS106
721 Cross-contamination prevention procedures are followed 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Mark N/A if any of the following:

Hotel has a leased restaurant not operated by the hotel

Facility is under complete renovation and not available for guest use
Local code prohibits/supersedes any standard, documentation must be provided to verify

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)

Hotel must store items with the highest cooking temperature requirement on the bottom shelf, and place food items with lower
cooking temperature requirements above these items

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

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
722 Quarterly Global Food Safety Audit (GFSA) is completed 0 Food Safety Product Standards: Yes No N/A
and documented pts General Facility
Mark N/A if any of the following:

All food preparation and kitchen areas are leased and not operated by the hotel
Facility is under complete renovation and not available for guest use
Hotel provided documentation that an owner or management company change has occurred within the last 90 days
LQA website was unavailable due to technical issues

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

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Beginning January 1, 2013 a printed GFSA will not be acceptable

Ask to see documentation of most recent GFSA

For audits prior to April 1, 2013

o Verify minimum of (1) GFSA was conducted from Jul-Dec 2012
o Documentation must only be in one of the specific forms listed below:
 Global Food Safety Audit: Data Entry Form (paper)
 Global Food Safety Audit form (paper â€“ from MGS or LQA website)
 Global Food Safety Audit - Summary Results (electronic)
 Global Food Safety Audit - Detail Results (electronic)
For audits April 1, 2013 and later
o Verify quarterly GFSA was completed and uploaded for the most recently completed quarter
o Documentation must only be in one of the specific electronic forms listed below:
 Global Food Safety Audit - Summary Results (electronic)
 Global Food Safety Audit - Detail Results (electronic)

Mark NO if any of the following:

Documentation not available

Paper forms (prior to January 1, 2013) not filled out correctly or 90 % complete
Incorrect form used
Requested GFSA not conducted or documented
GFSA not uploaded to LQA website

CABFS108_2

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Hotel provided documentation that an owner or management company change occurred in the month prior to or during
the BSA tracking period
Hotel opening date was July 1, 2012 - December 31, 2012 (documentation required)
LQA website is unavailable due to technical issues
Audit being conducted is a Re-audit

Auditor will check the QA website to verify the Property Certification audit form was uploaded during the month prior to the
BSA tracking period. (December 1- 31 for Jan-Jun 2013 BSA tracking period.)

Forms from prior tracking periods are not acceptable

Mark NO if the audit has not been uploaded by correct date

If non-compliant select reason in findings

PC001-e_2
724 Randomly selected Brand item is compliant 0 Property Product Standards: Yes No N/A
pts Certification General Facility
Mark N/A if any of the following:

From the Property Certification form, select (1) of the items listed in Brand group and verify it meets standards

Note in findings which item was selected for evaluation

Mark NO if the Brand item selected is not compliant

If non-complaint type reason in findings

PC002-e_1
725 Randomly selected Fire/Life Safety item is compliant 0 Property Fire/Life Safety: Yes No N/A
pts Certification General Facility
Mark N/A if any of the following:

From the Property Certification form, select (1) of the items listed in the Fire/Life Safety group and verify compliance

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if the Fire/Life Safety item is not compliant

If non-complaint type reason in findings

PC006-e
726 Randomly selected Brand item is correctly represented on 0 Property Product Standards: Yes No N/A
Property Certification pts Certification General Facility
Mark N/A if any of the following:

Hotel provided documentation that an owner or management company change occurred in the month prior to or during
the BSA tracking period
Hotel opened in the month prior to or during the BSA tracking period
The LQA website is unavailable due to technical issues
Audit being conducted is a Re-audit

If the hotel uploaded the form after the due date, evaluate this item using the form that was due in the month prior to the current
BSA tracking period

From the Property Certification form, select (1) documentation item that can be measured for past compliance

Indicate which item was selected for evaluation from predefined comments

Ask GM to provide Property Certification form from the month prior to the BSA tracking period

If multiple forms uploaded prior to due date, use form that was uploaded closest to due date
If one form was uploaded prior to due date and one or more were uploaded after due date, use the form that was
uploaded prior to due date
If multiple forms uploaded after due date, use form that was uploaded closest to due date

Evaluate the item using the date that the GM certified the form

Mark NO if any of the following:

The item was marked compliant on the Property Certification, but the hotel does not have verification that they were
compliant at the time that the GM certified
The hotel did not upload the form
The hotel did not upload the correct form (Forms from prior tracking periods are not acceptable)

If non-complaint type reason in findings

PC003-e_1
727 Randomly selected Implementation Tracking item is 0 Property Product Standards: Yes No N/A
correctly represented on Property Certification pts Certification General Facility
Mark N/A if any of the following:

Hotel provided documentation that an owner or management company change occurred in the month prior to or during
the BSA tracking period

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

If the hotel uploaded the form after the due date, evaluate this item using the form that was due in the month prior to the current
BSA tracking period

From the Property Certification form, select (1) Implementation Tracking item that can be measured for past compliance

Indicate which item was selected for evaluation from predefined comments

Ask GM to provide Property Certification form from the month prior to the BSA tracking period

Evaluate the item using the date that the GM certified the form

Mark NO if any of the following:

The item was marked compliant on the Property Certification, but the hotel does not have verification that they were
compliant at the time that the GM certified
The hotel did not upload the form
o The hotel did not upload the correct form (Forms from prior tracking periods are not acceptable)

If non-complaint type reason in findings

PC004-e_1

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

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