Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA

document on MGS.

2023 Brand Standards Audit

Updated 11/08/2023

Page 1 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Table of Contents

Pre-Arrival Reservations ..................................................................................................................... 3

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

Page 2 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Pre-Arrival Reservations

Personalized Pre-Stay Communication

Q# Group Category / Area To Address Points

HH2608 Pre-Arrival Reservations Staff Service / Branded Service 16

Criteria Personalized Pre-Stay Communication

Pre-stay communication must minimally be:

• Personalized
• Received by guest prior to check-in
• In brand approved template

Mark No if pre-stay communication was not received or any of above criteria is not met

HH2608

MGS Search OPS-FRO-293A

Hotel responded to guest request with Insider information

Q# Group Category / Area To Address Points

HH2609 Pre-Arrival Reservations Staff Service / Branded Service 4

Criteria Hotel responded to guest request with Insider information

Hotel must minimally:

• Respond to guest within 24 hours

• Respond with W Insider information to connect to the city

W Insider must minimally assist guest gain insider access to the city

W Insider must minimally assist guest with their experience within the destination by: engaging, listening to the
guest's needs, and recommending an experience through the lens of the W brand passion points

It is acceptable if Talent other than W Insider responds to query as long as insider information was provided

Check email response and Mark No if any of above criteria not met or response not received

HH2609

MGS Search OPS-FRO-293A

Enter position of talent who responded to email

Q# Group Category / Area To Address Points

HH2610 Pre-Arrival Reservations Staff Service / Touchpoint Service

Page 3 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Enter position of talent who responded to email

Click to select who the email response came from: W Insider, Whatever/Whenever Talent, Concierge,
Response not received

HH2610

Page 4 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

External Telephone

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABTL9911 External Telephone Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABTL9912 External Telephone Staff Service / Core Service 2

MGS Search OPS-FRO-175B

Talent must Remix Luxury

Q# Group Category / Area To Address Points

RES2603 External Telephone Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RES2603

MGS Search HR-205

HR-021

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

Q# Group Category / Area To Address Points

RES2604 External Telephone Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we

Page 5 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RES2604

MGS Search HR-205

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

RES2602 External Telephone Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

RES2602

MGS Search OPS-FRO-175

HR-205

HR-021

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABTL9902 External Telephone Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Telephone - Proactive additional assistance offered to the guest

Page 6 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABTL9905 External Telephone Staff Service / Core Service 4

Criteria Telephone - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABTL9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABTL9906 External Telephone Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABTL9907 External Telephone Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

RES2630 External Telephone Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

• Hotel does not have the facility on premises

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

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.

Page 7 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,

Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

RES2630

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Transportation

Transportation service is provided in a timely manner

Q# Group Category / Area To Address Points

TR2607 Transportation Staff Service / Touchpoint Service 4

Criteria Transportation service is provided in a timely manner

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

Driver must be at the pick-up site at time of arrival

Interact with Driver and Mark No if Driver is not present at arrival time

TR2607

MGS Search OPS-FRO-298E

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABTR9901 Transportation Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABTR9903 Transportation Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABTR9904 Transportation Staff Service / Core Service 4

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

Brand Pin is Worn

Q# Group Category / Area To Address Points

TR2610 Transportation Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is third party

• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• In brand specification
• Worn on the left hand side at all times at the lapel level

Mark No if any of the above is not met

TR2610

MGS Search OPS-FRO-283

Driver greets guests with professional signage

Q# Group Category / Area To Address Points

TR2603 Transportation Brand Promise / Branded Product 4

Criteria Driver greets guests with professional signage

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Driver must:

• Greet the guest with professional signage (e.g., printed, iPad sign)
o Hand-lettered signage is not acceptable
o Signage must use brand approved template (in-house only)
o Signage must be in brand identity
▪ It is acceptable to have sign personalized
▪ Third party transportation companies must minimally have W logo present on
sign

It is acceptable if person other than driver greets guest and escorts to vehicle (e.g., airline staff, airport porter)

Interact with Driver and Mark No if you encounter or observe any of the following:

• Signage not provided or not professional

Page 10 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

TR2603

MGS Search OPS-FRO-298E

Driver greets guests and assists them into the car

Q# Group Category / Area To Address Points

TR2604 Transportation Staff Service / Touchpoint Service 4

Criteria Driver greets guests and assists them into the car

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Driver must:

• Offer to take the guest’s bags

o If required by law, airport personal will handle bags while inside the terminal.
• Open and close doors for the guest

It is acceptable if person other than driver greets guest and escorts to vehicle (e.g., airline staff, airport porter)

Interact with Driver and Mark No if you encounter or observe any of the following:

• Offer not made to take guests bags

• Doors not opened or closed

TR2604

MGS Search OPS-FRO-298E

Driver offers additional services/information to the guest

Q# Group Category / Area To Address Points

TR2606 Transportation Staff Service / Touchpoint Service 4

Criteria Driver offers additional services/information to the guest

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Driver must:

• Ask if the guest wants any luggage with them rather than in the back and place the luggage
accordingly
• Mention complimentary Wi-Fi and device charging capability
• Advise guest of estimated time for the trip

Interact with Driver and Mark No if any of the above criteria are not met

Page 11 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

TR2606

MGS Search OPS-FRO-298E

Driver ensures guests comfort in the vehicle

Q# Group Category / Area To Address Points

TR2605 Transportation Staff Service / Touchpoint Service 4

Criteria Driver ensures guests comfort in the vehicle

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Driver must:

• Music must be offered through the W app or other brand approved vendor
o Ask guest if prefer to listen to news or silence versus music playing
• Inquire about the temperature in the vehicle
o In extreme heat vehicle must be pre-cooled before the guest enters

Interact with Driver and Mark No if you encounter or observe any of the following:

• Choice of music not offered

• Temperature inquiry not made
• Vehicle not pre-cooled in extreme heat

TR2605

MGS Search OPS-FRO-298E

Wi-Fi hotspot available

Q# Group Category / Area To Address Points

TR2602 Transportation Staff Service / Branded Service 4

Criteria Wi-Fi hotspot available

Mark N/A if you find area/service not selected for evaluation.

Vehicle must minimally include:

• Complimentary Wi-Fi Hotspot

Review amenities and Mark No if you of the above criteria not being met

TR2602

MGS Search OPS-FRO-298E

Talent must “Own It” – take responsibility and make it happen

Page 12 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

TR2601 Transportation Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

TR2601

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

TR2613 Transportation Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

TR2613

MGS Search HR-205

HR-021

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Request is not declined without offering alternatives

Q# Group Category / Area To Address Points

TR2614 Transportation Staff Service / Touchpoint Service 4

Criteria Request is not declined without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Request met

If guest makes a special request:

• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above criteria not met

TR2614

MGS Search HR-205

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

TR2608 Transportation Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

TR2608

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

TR2611 Transportation Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Page 14 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if any of the following:

• Opportunity for delivery of personalized service during interaction not available

• Additional experience did not occur

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

TR2611

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

TR2615 Transportation Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

TR2615

MGS Search OPS-FRO-175B

HR-205

HR-021

Professional persona provided

Q# Group Category / Area To Address Points

CAB5TR7040 Transportation Staff Service / Branded Service 4
Page 15 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Professional persona provided

Driver must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5TR7040

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABTR9902 Transportation Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABTR9905 Transportation Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABTR9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABTR9906 Transportation Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Page 16 | 373

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

Q# Group Category / Area To Address Points

CABTR9907 Transportation Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

TR2630 Transportation Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

• Interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

TR2630

Page 17 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Front Entrance Arrival/Valet Arrival

Valet Parking/Door Attendant assists with arriving guests at curbside

Q# Group Category / Area To Address Points

AR2603 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4

Criteria Valet Parking/Door Attendant assists with arriving guests at curbside

Mark N/A if area is not staffed during evaluation

Valet Parking/Door Attendant must:

• Acknowledge cars in queue within 60 seconds and direct them as appropriate upon arrival (e.g.,
gesture to the driver, wave driver to the correct area)
• Open the vehicle doors
o If guest is arriving by taxi, allow guest to complete transaction with driver before opening
door

Mark No if you encounter or observe any of the above criteria not met

AR2603

MGS Search OPS-FRO-282N

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABFE9901 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABFE9903 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABFE9904 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 4

Page 18 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

Brand Pin is Worn

Q# Group Category / Area To Address Points

AR2610 Front Entrance Arrival/Valet Arrival Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Area not staffed during evaluation

• Talent is third party
• Individual previously encountered during the same day

W pin must minimally be worn, in brand specification and meet the following:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Worn on the left-hand side at the lapel level
• W or a W pin must be visible on wardrobe (e.g., coat)
o It is acceptable if:
▪ Wheels attendant wardrobe includes an outer coat with a W and a W pin is not
visible
▪ Engineering Talent does not wear pride pin due to safety issues, but then it must
be embroidered on uniform

Mark No if any of the above is not met

AR2610

MGS Search OPS-FRO-283

Valet Parking/Door Attendant informs guests of parking options

Q# Group Category / Area To Address Points

CAB5AR013 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4

Criteria Valet Parking/Door Attendant informs guests of parking options

Mark N/A if any of the following:

• Area is not staffed during evaluation

• Guest not arriving with a car (e.g., taxi, Uber, car service)

Valet Parking/Door Attendant must:

• Inform guests of all parking options if valet parking is not required

• If valeting,
o Inform guest of the car retrieval process
o (SR): Provide guest with a valet ticket
▪ Per brand artwork and specification

Mark No if any of the above is not met

CAB5AR013

Page 19 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175

Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

Q# Group Category / Area To Address Points

CAB5FE001 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4

Criteria Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

Mark N/A if any of the following:

• Area is not staffed during evaluation

• Remote Front Desk

Valet Parking/Door Attendant must:

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

• Open hotel entrance door (if revolving door not present)
o It is not acceptable for guest to open any hotel entrance door themselves
• Introduce guest to the Front Desk Associate if Front Desk Associate has not already greeted guest
by name
o It is acceptable for associate to communicate guests name via technology (e.g., radio,
mobile device)

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

• Attendant not present

• Escort not provided
• Hotel entrance door not opened
• Not introduced to the Front Desk if Front Desk Associate has not already greeted guest by name

CAB5FE001

MGS Search OPS-FRO-282C

OPS-FRO-282N

Valet Parking/Door Attendant opens hotel entrance door

Q# Group Category / Area To Address Points

AR2604 Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4

Criteria Valet Parking/Door Attendant opens hotel entrance door

Mark N/A if any of the following:

• Area is not staffed during evaluation

• Hotel entrance doors are automated

Valet Parking/Door Attendant must:

• Open hotel entrance door (if revolving door not present)

o It is not acceptable for guest to open any hotel entrance door themselves
o It is acceptable if interior doors (if double set) are propped open

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

• Attendant not present

Page 20 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Hotel entrance door not opened

AR2604

MGS Search OPS-FRO-282N

Valet Parking/Door Attendant is knowledgeable and confident

Q# Group Category / Area To Address Points

AR2608 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 2

Criteria Valet Parking/Door Attendant is knowledgeable and confident

Mark N/A if any of the following:

• Area is not staffed during evaluation

• Interaction did not allow question

Valet Parking/Door Attendant must follow the Remix Luxury service foundation: We master modern, anticipatory
service. We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs
every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

AR2608

MGS Search OPS-FRO-175

HR-205

HR-021

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

Q# Group Category / Area To Address Points

AR2602 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4

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

Mark N/A if area is not staffed during evaluation

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)

Page 21 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

AR2602

MGS Search HR-205

HR-021

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

AR2606 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

AR2606

MGS Search OPS-FRO-175J

HR-021

Valet Parking/Door Attendant does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

AR2616-a Front Entrance Arrival/Valet Arrival Staff Service / Touchpoint Service 4

Criteria Valet Parking/Door Attendant does not decline a request without offering alternatives

Mark N/A if any of the following:

• Area is not staffed during evaluation

• No request is made above and beyond normal services offered
• Valet Parking/Door Attendant meets request

If special request is made, Valet Parking/Door Attendant must:

Page 22 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

AR2616-a

MGS Search HR-205

HR-021

Valet Parking/Door Attendant must Remix Luxury

Q# Group Category / Area To Address Points

AR2615 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4

Criteria Valet Parking/Door Attendant must Remix Luxury

Mark N/A if any of the following:

• Area is not staffed during evaluation

• Opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

AR2615

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

AR2605 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Mark N/A if area is not staffed during evaluation

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Page 23 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

• Asking the guest if they are interested in ordering in-room dining to the Spa if it is close to a meal time
• Offering to ship a retail item for the guest if it is large enough to be inconvenient to pack in luggage

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

AR2605

MGS Search OPS-FRO-175B

HR-205

HR-021

Valet Parking/Door Attendant provides a professional persona

Q# Group Category / Area To Address Points

CAB5FE7040 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4

Criteria Valet Parking/Door Attendant provides a professional persona

Mark N/A if area is not staffed during evaluation

Valet Parking/Door Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5FE7040

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABFE9902 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Page 24 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABFE9905 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABFE9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABFE9906 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABFE9907 Front Entrance Arrival/Valet Arrival Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

AR2630 Front Entrance Arrival/Valet Arrival Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if area is not staffed during evaluation

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Page 25 | 373

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

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

AR2630

MGS Search HR-021

Page 26 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Check-In

Mobile check-in was evaluated

Q# Group Category / Area To Address Points

CK26T1 Check-In Staff Service / Touchpoint Service

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Q# Group Category / Area To Address Points

CABCK9908 Check-In Staff Service / Touchpoint Service 2

MGS Search OPS-FRO-175B

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABCK9901 Check-In Staff Service / Core Service 16

MGS Search OPS-FRO-175B

Mobile Check-In Welcome

Q# Group Category / Area To Address Points

CABCK005 Check-In Staff Service / Touchpoint Service 4

Criteria Mobile Check-In Welcome

Mark N/A if any of the following:

• Guest check-in was conducted via standard check-in

• Hotel is located in Venezuela

The associate must welcome the mobile check-in guest minimally with:

• Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, What did
you think of mobile check-in?)
• Convey a sense of "We've been expecting you" (e.g., Because you used mobile check-in, we have
your keys prepared for you; We've been excepting you; Thank you for using mobile check-in e have
your room ready; We have been preparing for you)
• Recognize applicable preferences (e.g., Room type)

Mark No if any of the above is not met

CABCK005

MGS Search OPS-FRO-282D

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

Page 27 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

interaction

Q# Group Category / Area To Address Points

CABCK9903 Check-In Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABCK9904 Check-In Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

CK2620 Check-In Brand Promise / Branded Product 2

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day

New W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in new W Wardrobe

CK2620

MGS Search OPS-FRO-283

Brand Pin is Worn

Q# Group Category / Area To Address Points

CK2610 Check-In Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is third party

Page 28 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

CK2610

MGS Search OPS-FRO-283

Check-in information is correct

Q# Group Category / Area To Address Points

CK2606 Check-In Staff Service / Touchpoint Service 4

Criteria Check-in information is correct

Front Desk agent must:

• Verify departure date

• Confirm room type
• Confirm rate non-verbally
o It is acceptable to be communicated via either key packet or registration card
• Confirm method of payment

All reservation information must be correct

Evaluate your service and observe others being checked-in and Mark No if the above criteria is not met

CK2606

MGS Search OPS-FRO-282E

Associate offers enrollment into Marriott Bonvoy to guest at check-in

Q# Group Category / Area To Address Points

CABCK007 Check-In MI Initiatives / Elite Appreciation 4

Criteria Associate offers enrollment into Marriott Bonvoy to guest at check-in

Mark N/A if any of the following:

• Guest is already a member

• Hotel does not participate in Marriott Bonvoy
• Area not staffed during evaluation

Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include:

• Free Wi-Fi
• Mobile check-in (where available)

Page 29 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Member Rates
• Mobile Chat
• Mobile Key (where available)

CABCK007

MGS Search OPS-FRO-304

All Marriott Bonvoy members are recognized at check-in

Q# Group Category / Area To Address Points

CABCK001 Check-In MI Initiatives / Elite Appreciation 16

Criteria All Marriott Bonvoy members are recognized at check-in

Mark N/A if any of the following:

• Guest is not a Marriott Bonvoy member

• Hotel does not participate in Marriott Bonvoy

Marriott Bonvoy members must be verbally acknowledged at check-in

Examples include:

• "I see you are a Platinum Elite Member"

• "Thank you for being a Gold Elite member of our Marriott Bonvoy program"
• Thank member for loyalty

Mark No if the above criteria is not met

CABCK001

MGS Search OPS-FRO-282E

Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room
upgrade

Q# Group Category / Area To Address Points

CABCK004 Check-In MI Initiatives / Elite Appreciation 2

Criteria Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade

Mark N/A if Guest is any of the following:

• Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador Elite member
• Hotel does not participate in Marriott Bonvoy

Complimentary room upgrades must be offered when available to the following members:

• Gold Elite
• Platinum Elite
• Titanium Elite
• Ambassador Elite

Suite upgrades are:

• Excluded for Gold Elite members

• Included for Platinum Elite, Titanium Elite or Ambassador Elite members

Page 30 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Based on availability and identified by each hotel – at no additional charge, at check-in

o May include rooms with desirable views, on high floors, with special amenities, on
Executive floors, corner rooms and suites
o (RC): Suites are only included for Titanium Elite and Ambassador Elite members and
rooms with direct Club Lounge access are excluded

Evaluate if the associate offered or mentioned a room upgrade during the check-in process

• Term ‘upgrade’ must be used in conversation

Mark Yes if:

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

• A room upgrade was Mentioned but Not Available

Mark No if:

• A room upgrade was not verbally mentioned or offered during the check-in process, even if an
upgrade was provided/discovered upon room arrival
• Member was given the option to purchase a room upgraded room/room type

CABCK004

MGS Search OPS-FRO-304

Internet assistance card in W brand identity (AP)

Q# Group Category / Area To Address Points

CK2622 Check-In Brand Promise / Branded Product 4

Criteria Internet assistance card in W brand identity (AP)

Mark N/A if you find any of the following:

• Hotel is located in US/CAN, CALA, or EMEA

• Internet card not in use

Better Connect or Internet Enhancement plan or Net 70 Wi-Fi insert card must use W brand identity template
for internet card

Mark No if program card does not use W brand identity template

CK2622

MGS Search OPS-FRO-282E

OPS-TECH-003

Delays in Rooming Guests

Q# Group Category / Area To Address Points

CAB5CK006 Check-In Staff Service / Touchpoint Service 2

Criteria Delays in Rooming Guests

Mark N/A if room was ready at check-in

Page 31 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

If room is not ready upon guest arrival, associate must minimally:

• Provide an estimated time

• Keep guest informed (e.g., via mobile, in person)
• Offer the guest access to the hotel's facilities (e.g., luggage storage, restaurants, fitness center, spa,
changing rooms, Wi-Fi, etc.)

Mark No if any of the above is not met

CAB5CK006

MGS Search OPS-FRO-282A

The associate executed payment and key delivery components for mobile check-in

Q# Group Category / Area To Address Points

CABCK006 Check-In Staff Service / Touchpoint Service 4

Criteria The associate executed payment and key delivery components for mobile check-in

Mark N/A if any of the following:

• Guest check-in was conducted via standard check-in

• Hotel located in Venezuela

The associate must:

• Prepare keys and keys packets in advance

o It is acceptable if keys/key packets are not pre-prepared if room is not ready (e.g., guest
cannot be assigned a room and must wait)
o If room ready notification was received, key packets must be prepared in advance
• Verbally confirm the method of payment (e.g., using last 4 digits of credit card)

It is not acceptable to swipe or request the credit card for any Marriott Bonvoy members, except:

• In jurisdictions where credit card swipes are required by law or when the credit card type does not
allow for manual authorization (i.e., Chip & Pin)
• Guest requests to use different credit card
• Member profile does not reflect any stay history or stay history was more than 12 months ago

Mark No if any of the above is not met

CABCK006

MGS Search OPS-FRO-282D

Room number provided discreetly, non-verbally

Q# Group Category / Area To Address Points

CABCK9909 Check-In Staff Service / Touchpoint Service 2

MGS Search OPS-FRO-175B

Room Key Presentation

Page 32 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CK2617 Check-In Staff Service / Touchpoint Service 2

Criteria Room Key Presentation

Front Desk Agent must:

• Ask the number of room keys required

• Place key packet and other registration materials in guest's hand
o It is acceptable to hand key/registration materials to escort

Evaluate interaction with Front Desk or other member

Evaluate your key presentation and observe others being presented their key and Mark No if any of the above
criteria not met

CK2617

MGS Search OPS-FRO-282E

Welcome Delight insert is used at check-in

Q# Group Category / Area To Address Points

CK2624 Check-In Brand Promise / Branded Product 2

Criteria Welcome Delight insert is used at check-in

Welcome Delight insert included in key packet

• It is acceptable if brand, Bonvoy or property specific Welcome Delight insert is used (e.g., Bonvoy
Program, property promotion)

Mark No if any of the above is not met

CK2624

MGS Search OPS-FRO-282E

Talent mentions programming during check-in process

Q# Group Category / Area To Address Points

CK2626 Check-In Staff Service / Branded Service 4

Criteria Talent mentions programming during check-in process

Talent must know about current and upcoming programming. They must know what's going on in the hotel, the
fun stuff.

Talent must minimally:

• Inform guests of upcoming programming, for example:

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

Page 33 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• It is acceptable if Talent provides a printed sheet, in brand identity (look/feel) with programming
information
• If not offered proactively, it is acceptable to ask if anything is going on in the hotel while they are there

Mark No if Talent does not proactively offer information on programming or does not know of programming
when prompted

CK2626

MGS Search OPS-FRO-282E

Front Desk Agent facilitates luggage assistance

Q# Group Category / Area To Address Points

CK2628 Check-In Staff Service / Touchpoint Service 4

Criteria Front Desk Agent facilitates luggage assistance

During the check-in process, Front Desk Agent must:

• Verify luggage assistance if bellman is with guest

• Offer luggage assistance and arrange if needed, if Welcome Ambassador is not already with guest

Evaluate interaction with Front Desk Agent or other member

Mark No if you encounter or observe any of the above criteria not met

CK2628

MGS Search OPS-FRO-282E

Front Desk Agent offers and facilitates escort to Guestroom

Q# Group Category / Area To Address Points

CAB5CK023 Check-In Staff Service / Touchpoint Service 4

Criteria Front Desk Agent offers and facilitates escort to Guestroom

Mark N/A if escort is already accompanying guest

During the check-in process, Front Desk Agent must:

• Arrange/offer escort of guest and belongings to Guestroom

• Introduce guest to the escort (if applicable)

It is acceptable not to offer escort if already accompanied by bell staff

Mark No if any of the above is not met

CAB5CK023

MGS Search OPS-FRO-282E

Length of Check-in Experience

Page 34 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CK2607 Check-In Staff Service / Touchpoint Service 4

Criteria Length of Check-in Experience

Mark N/A if an in-room check-in is provided

Check-in time including time in line did not exceed:

• 5 minutes (City/Urban)
• 10 minutes (Escapes)

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

CK2607

MGS Search OPS-FRO-282E

Branded Collateral Used during Check-in meets brand identity standards

Q# Group Category / Area To Address Points

CK2605 Check-In Brand Promise / Branded Product 2

Criteria Branded Collateral Used during Check-in meets brand identity standards

The following must be in brand identity:

• Keys used at check-in

• Key Packet
o Must be in W Brand Voice with loyalty messaging
o It is not acceptable to use the Premium/Select version of the Marriott Bonvoy key packet
(must be Loyalty Voice designed key packet)
• Pens

Mark No if any of the above is not met

CK2605

MGS Search OPS-FRO-282E

OPS-FRO-300A

Green apples present on Welcome Desk (US/CAN)

Q# Group Category / Area To Address Points

CK2625 Check-In Brand Promise / Branded Product 2

Criteria Green apples present on Welcome Desk

Mark N/A if property is not located in US/CAN

Hotel must have:

• Bowl of green apples

Page 35 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

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

Mark No if any of the above is not met

CK2625

MGS Search OPS-FRO-291C

Welcome Beverage is present

Q# Group Category / Area To Address Points

CK2603 Check-In Staff Service / Branded Service 2

Criteria Welcome Beverage is present

Mark N/A if any of the following:

• Arrival was outside the required timeframe

Welcome Beverage must minimally be served from 5 pm to 8 pm daily

It is acceptable for beverage to be hot or cold, based on season/weather

• Cold beverage must include fresh fruit

Mark No if any of the above is not met

CK2603

MGS Search OPS-FRO-282E

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

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

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

Page 36 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

CK2603-r

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

CK2619 Check-In Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

CK2619

MGS Search HR-205

HR-021

Front Desk Agent does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

CK2616 Check-In Staff Service / Touchpoint Service 2

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

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Front Desk Agent meets request

If a special request is made, Front Desk Agent must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Page 37 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

Mark No if you encounter or observe any of the above not met

CK2616

MGS Search HR-205

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

CK2608 Check-In Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

CK2608

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

CK2615 Check-In Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

CK2615

Page 38 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

CK2611 Check-In Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

CK2611

MGS Search OPS-FRO-175B

HR-205

HR-021

Professional persona provided

Q# Group Category / Area To Address Points

CAB5CK7040 Check-In Staff Service / Branded Service 4

Criteria Professional persona provided

Front Desk Agent must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5CK7040

Page 39 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

MGS Search HR-205

Guest name used during the experience

Q# Group Category / Area To Address Points

CABCK9902 Check-In Staff Service / Core Service 16

MGS Search OPS-FRO-175B

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABCK9905 Check-In Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABCK9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABCK9906 Check-In Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABCK9907 Check-In Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

CK2630 Check-In Staff Service / Branded Service 4

Page 40 | 373

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

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

CK2630

MGS Search HR-021

Page 41 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bell – Arrival

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABBEL9901 Bell – Arrival Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABBEL9903 Bell – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABBEL9904 Bell – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

BEL2612 Bell – Arrival Brand Promise / Branded Product 4

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day

W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in W Wardrobe

BEL2612

Page 42 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-283

Brand Pin is Worn

Q# Group Category / Area To Address Points

BEL2610 Bell – Arrival Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Area not staffed during evaluation

• Talent is third party
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if Welcome Ambassador wardrobe includes an outer coat/jacket with a W and a W pin is not
visible

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

BEL2610

MGS Search OPS-FRO-283

Elevator Etiquette

Q# Group Category / Area To Address Points

CAB5LA003 Bell – Arrival Staff Service / Touchpoint Service 2

Criteria Elevator Etiquette

Mark N/A if facility not present

Bell staff must minimally:

• Allow guest to enter/exit elevator first, if applicable

• Inform guests of where to go after exiting elevator, if applicable

Mark No if any of the above is not met

BEL3002

MGS Search OPS-FRO-282

Luggage is delivered in a timely fashion

Page 43 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

Q# Group Category / Area To Address Points

BEL2617 Bell – Arrival Staff Service / Touchpoint Service 4

Criteria Luggage is delivered in a timely fashion

Mark N/A if guest is escorted to room and luggage accompanied escort

Bell staff must minimally:

• Deliver luggage within 10 minutes of check-in whether escort is provided or not

o If hotel has guest houses or villas, it is acceptable if delivery takes 15 minutes
• Deliver luggage within 10 minutes of check-in at urban hotels/15 minutes of check-in at resorts

For Hotels in AP:

• Deliver luggage within 10 minutes of check-in at urban hotels/15 minutes of check-in at resorts
• If hotel has guest houses or villas, it is acceptable if delivery takes 15 minutes

It is acceptable for longer delivery time if guest is notified of delay

Interact with Bell staff and Mark No if you encounter any of the following:

• Luggage not delivered within 10 minutes

BEL2617

MGS Search OPS-FRO-282

OPS-FRO-282C

Bell staff places guest's luggage properly

Q# Group Category / Area To Address Points

BEL2618 Bell – Arrival Staff Service / Touchpoint Service 4

Criteria Bell staff places guest's luggage properly

Bell staff must:

• Ask if they may enter the room if they did not escort the guest to the room
• Ask guest about luggage/personal effects placement, prior to placing luggage
• If guest has no preference, place the luggage/personal effects as follows:
o Hang the garment bag (if applicable)
o Place luggage on the rack

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

Interact with Bell staff and Mark No if required items above not offered/completed

BEL2618

MGS Search OPS-FRO-282C

Bell staff explains/demonstrates at least 3 features of guestroom

Q# Group Category / Area To Address Points

BEL2604 Bell – Arrival Staff Service / Touchpoint Service 2
Page 44 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Bell staff explains/demonstrates at least 3 features of guestroom

Mark N/A if luggage escort is not provided and guest not present for luggage delivery

Bell staff must offer explanation/description of room features and products when luggage is delivered

Minimally explain/demonstrate 3 features/services in the room that might otherwise be overlooked, such as:

• Coffee machine
• In-room safe
• Lights
• Location of Emergency procedures
• Entertainment platform
• In room audio
• Thermostat controls
• Bathroom technology (e.g., in mirror TVs) (if applicable)
• Bed-side technology panel (if applicable)
• Drapery- electronic open/closing (if applicable)
• Additional feature specific to the hotel or guest (based on anticipated need or preference)

Explanations must be discreet, brief, and helpful

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

Interact with Bell staff and Mark No if you find any of the following:

• Tour not offered

• Minimum 3 products and features not explained/described
• Explanation not discreet, brief or helpful

BEL2604

MGS Search OPS-FRO-282C

Bell staff confirms guest's comfort with guestroom

Q# Group Category / Area To Address Points

BEL2611 Bell – Arrival Staff Service / Touchpoint Service 4

Criteria Bell staff confirms guest's comfort with guestroom

Mark N/A if escort to room not provided and guest not present for luggage delivery

Bell staff must minimally:

• Confirm comfort with Guestroom (e.g., Is everything ok, does everything look good)

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

Interact with Bell staff and Mark No if required items above not offered/completed

BEL2611

MGS Search OPS-FRO-282

Talent must “Own It” – take responsibility and make it happen

Page 45 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

BEL2602 Bell – Arrival Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

BEL2602

MGS Search OPS-FRO-175J

Bell staff does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

LA2616 Bell – Arrival Staff Service / Touchpoint Service 2

Criteria Bell staff does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Bell staff meets request

If guest makes a special request Bell staff must:

• Not just say “No” but offer alternatives that may help meet the need in another way

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

• Alternatives not offered

LA2616

MGS Search HR-205

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

Q# Group Category / Area To Address Points

BEL2601 Bell – Arrival Staff Service / Branded Service 4

Page 46 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

BEL2601

MGS Search HR-205

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

BEL2608 Bell – Arrival Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

BEL2608

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

BEL2615 Bell – Arrival Staff Service / Branded Service 4

Page 47 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

BEL2615

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

BEL2622 Bell – Arrival Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

BEL2622

MGS Search OPS-FRO-175B

HR-205

HR-021

Bell staff provides a professional persona

Q# Group Category / Area To Address Points

CAB5BEL7040 Bell – Arrival Staff Service / Branded Service 4

Page 48 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Bell staff provides a professional persona

Bell staff must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if any of the above is not met

CAB5BEL7040

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABBEL9902 Bell – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABBEL9905 Bell – Arrival Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABBEL9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABBEL9906 Bell – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

Page 49 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

CABBEL9907 Bell – Arrival Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

BEL2630 Bell – Arrival Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

BEL2630

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bar/Lounge

Sunset Ritual

Q# Group Category / Area To Address Points

LOB2601 Bar/Lounge Brand Promise / Design Approach & 4
Aesthetic

Criteria Sunset Ritual

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Sunset Ritual is the transition from day to night and must be carried out in the Living Room and public areas

Sunset Ritual must minimally include:

• Adjust lighting levels in:

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

Mark No if any of the above is not met

LOB2601

MGS Search OPS-FRO-280D

W Bar music meets W vibe

Q# Group Category / Area To Address Points

LNG2617 Bar/Lounge Brand Promise / Design Approach & 4
Aesthetic

Criteria W Bar music meets W vibe

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

W Bar music must meet W vibe

• Music must be appropriate for the time of day (e.g., volume and tempo increased during the day)
• Music plays a role in creating the Living Room experience

Mark No if any of the above is not met

LNG2617

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FNB-067

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABBLNG9901 Bar/Lounge Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABBLNG9903 Bar/Lounge Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABBLNG9904 Bar/Lounge Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

LNG2614 Bar/Lounge Brand Promise / Branded Product 4

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Area is under complete renovation and not available for guest use
• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day

New W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in W Wardrobe

LNG2614

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-283

Brand Pin is Worn

Q# Group Category / Area To Address Points

LNG2610 Bar/Lounge Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Talent is third party
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

LNG2610

MGS Search OPS-FRO-283

Server/Bartender Greeting and Order Taking

Q# Group Category / Area To Address Points

LNG2605 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Server/Bartender Greeting and Order Taking

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server/Bartender must:

• Greet or acknowledge guest within 1 minute

• Offer drinks or wine from the bar
o It is acceptable for offer to be general or for non-alcoholic beverages
• Offer to take a food order

Mark No if the service standards are not properly followed

LNG2605

MGS Search OPS-FNB-068

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Table is appropriately set and reset

Q# Group Category / Area To Address Points

CAB5LNG005 Bar/Lounge Staff Service / Touchpoint Service 2

Criteria Table is appropriately set and reset

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Table must be level and stable

Table setting, once set, must minimally be/have:

• Clean and in good condition

• If present, bud vase/arrangement is neat, fresh and presentable
• Flatware - free of tarnish/wear
• If applicable, Linens neat
• Napkins - pressed all-cotton or linen
o It is acceptable for outdoor lounge/bar seating to use a different type of napkin
• Vacated tables are promptly cleared

Mark No if you experience or observe any of the above criteria not met

CAB5LNG005

MGS Search OPS-FNB-067

Lounge/Bar Menu

Q# Group Category / Area To Address Points

CAB5LNG008 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Lounge/Bar Menu

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Lounge menu must minimally:

• Be preset on counter/tables or provided by Server

• Be clean and in good condition
• List a variety of top-quality alcoholic beverages, beers and wine
o It is acceptable in Saudi Arabia, Qatar & Kuwait to not list alcoholic beverages
• List non-alcoholic beverages
• Include light fare options
• If electronic menu is utilized it must be easy and intuitive to use
o A printed menu must still be available upon request

Mark No if you experience or observe any of the above

CAB5LNG008

MGS Search OPS-FNB-068

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

W Bar menu uses brand identity template

Q# Group Category / Area To Address Points

LNG2618 Bar/Lounge Brand Promise / Branded Product 4

Criteria W Bar menu uses brand identity template

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept
• Living Room concept is not evaluated

W Bar menu/menu holder must minimally use W brand identity template

• If hotel offers a Woo Bar, the Woo Bar menu template or the W Living Room brand identity template
as Woo Bar must be in use
o It is acceptable if menu is in electronic format, but must still meet proper brand identity
specifications
• If hotel offers Woo Bar, the Woo Bar visual brand identity is used

Menus are customized by property and must be in brand identity look and feel

Mark No if any of the above is not met

LNG2618

MGS Search SMRM-058

Server/Bartender is knowledgeable and provides recommendations

Q# Group Category / Area To Address Points

LNG2609 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Server/Bartender is knowledgeable and provides recommendations

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

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

• Be knowledgeable about lounge beverage menu

• Provide personal recommendations from lounge menu when asked
• Be knowledgeable and confident in interaction

Interact and observe with Server/Bartender and Mark No if any of the above is not met

LNG2609

MGS Search OPS-FNB-068

HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server/Bartender suggestively upsells beverage brand

Q# Group Category / Area To Address Points

CAB5LNG002 Bar/Lounge Staff Service / Touchpoint Service 2

Criteria Server/Bartender suggestively upsell beverage brand

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept
• Beverage did not allow for an upsell
• Hotel is located where alcohol is prohibited

Server/Bartender must:

• Suggestively upsell (e.g., "Certainly, would you prefer Grey Goose?")

Interact and observe with Server/Bartender and Mark No if the service standard is not properly followed

CAB5LNG002

MGS Search OPS-FNB-068

Beverage is delivered in a timely fashion

Q# Group Category / Area To Address Points

CAB5LNG024 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Beverage is delivered in a timely fashion

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server/Bartender must deliver beverage within 5 minutes from order

Mark No if the service standards are not properly followed

CAB5LNG024

MGS Search OPS-FNB-068

Beverage is delivered according to standard

Q# Group Category / Area To Address Points

CAB5LNG027 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Beverage is delivered according to standard

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Area is not evaluated

• Bar/lounge is a licensed concept

Server/Bartender must deliver beverage:

• On a tray if delivered to tables

• On a napkin or coaster at bar

Interact and observe with Server/Bartender and Mark No if the service standards are not properly followed

CAB5LNG027

MGS Search OPS-FNB-068

Beverage was properly prepared and met guest expectations for taste

Q# Group Category / Area To Address Points

CAB5LNG003 Bar/Lounge Staff Service / Touchpoint Service 2

Criteria Beverage was properly prepared and met guest expectations for taste

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Beverage must be:

• Meet expectations for taste

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

Mark No if any of the above is not met

CAB5LNG003

MGS Search OPS-FNB-068

Savory snacks are presented to guest

Q# Group Category / Area To Address Points

LNG2611 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Savory snacks are presented to guest

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server/Bartender must:

• Present savory snacks with/before beverage service

o Minimum of 1 type of snack must be offered
o Snacks must be presented in an attractive and professional manner

Interact and observe with Server/Bartender and Mark No if the service standards are not properly followed

LNG2611

MGS Search OPS-FNB-068

Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty

Q# Group Category / Area To Address Points

LNG2607 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Server/Bartender must:

• Ask if beverages are satisfactory

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

Interact and observe with Server/Bartender and Mark No if the service standards are not properly followed

LNG2607

MGS Search OPS-FNB-068

All food was visually appealing and met guest expectations with regard to taste

Q# Group Category / Area To Address Points

CAB5LNG006 Bar/Lounge Staff Service / Touchpoint Service 4

Criteria All food was visually appealing and met guest expectations with regard to taste

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Food presentations must be:

• Made of high quality and fresh ingredients

• Complete, with no missing or incorrect items
• Adequate in portion size
• Delivered at right temperature (cold/hot/warm)
• Properly prepared to guest request (e.g., well-done, no salt)
• Meet expectations for taste

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Attractive plate presentation

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

Mark No if any of the above is not met

CAB5LNG006

MGS Search OPS-FNB-055

Server/Bartender properly presents the check

Q# Group Category / Area To Address Points

LNG2603 Bar/Lounge Staff Service / Touchpoint Service 2

Criteria Server/Bartender properly presents the check

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Check must be:

• Accurate and complete

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

Mark No if any of the above is not met

LNG2603

MGS Search OPS-FNB-068

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

LNG2603-r Bar/Lounge Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Opportunity to "Own It" did not occur

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

Page 59 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

LNG2603-r

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

LNG2613 Bar/Lounge Staff Service / Branded Service 4

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

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

LNG2613

MGS Search HR-205

HR-021

Server/Bartender does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

LNG2616 Bar/Lounge Staff Service / Touchpoint Service 2

Criteria Server/Bartender does not decline a request without offering alternatives

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept
• No request is made above and beyond normal services offered
• Server/Bartender meets request

If a special request is made, Server/Bartender must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

LNG2616

MGS Search HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

LNG2615 Bar/Lounge Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

LNG2615

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

LNG2606 Bar/Lounge Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

LNG2606

MGS Search OPS-FRO-175B

HR-205

HR-021

Server/Bartender provides a professional persona

Q# Group Category / Area To Address Points

CAB5LNG7040 Bar/Lounge Staff Service / Branded Service 4

Criteria Server/Bartender provides a professional persona

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server/Bartender must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5LNG7040

MGS Search HR-205

Guest name used during the experience, when known

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABBLNG9902 Bar/Lounge Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABBLNG9905 Bar/Lounge Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABBLNG9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABBLNG9906 Bar/Lounge Staff Service / Core Service 4

MGS Search OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

LNG2630 Bar/Lounge Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

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• Neutral – 0 of 0 points will be awarded

• Negative – 0 of 4 points will be awarded

LNG2630

MGS Search HR-021

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bar/Lounge #2

Sunset Ritual

Q# Group Category / Area To Address Points

LOB2601_2 Bar/Lounge #2 Brand Promise / Design Approach & 4
Aesthetic

Criteria Sunset Ritual

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Sunset Ritual is the transition from day to night and must be carried out in the Living Room and public areas

Sunset Ritual must minimally include:

• Adjust lighting levels in:

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

Mark No if any of the above is not met

LOB2601

MGS Search OPS-FRO-280D

W Bar music meets W vibe

Q# Group Category / Area To Address Points

LNG2617_2 Bar/Lounge #2 Brand Promise / Design Approach & 4
Aesthetic

Criteria W Bar music meets W vibe

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

W Bar music must meet W vibe

• Music must be appropriate for the time of day (e.g., volume and tempo increased during the day)
• Music plays a role in creating the Living Room experience

Mark No if any of the above is not met

LNG2617

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FNB-067

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

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

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABBLNG9903 Bar/Lounge #2 Staff Service / Core Service 4
_2

MGS Search OPS-FRO-175V

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABBLNG9904 Bar/Lounge #2 Staff Service / Core Service 4
_2

MGS Search OPS-FRO-175B

OPS-FRO-175

OPS-FRO-283

Brand Pin is Worn

Q# Group Category / Area To Address Points

LNG2610_2 Bar/Lounge #2 Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Talent is third party
• Individual previously encountered during the same day

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

LNG2610

MGS Search OPS-FRO-283

Table is appropriately set and reset

Q# Group Category / Area To Address Points

CAB5LNG005_2 Bar/Lounge #2 Staff Service / Touchpoint Service 2

Criteria Table is appropriately set and reset

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Table must be level and stable

Table setting, once set, must minimally be/have:

• Clean and in good condition

• If present, bud vase/arrangement is neat, fresh and presentable
• Flatware - free of tarnish/wear
• If applicable, Linens neat
• Napkins - pressed all-cotton or linen
o It is acceptable for outdoor lounge/bar seating to use a different type of napkin
• Vacated tables are promptly cleared

Mark No if you experience or observe any of the above criteria not met

CAB5LNG005_2

MGS Search OPS-FNB-067

Lounge/Bar Menu

Q# Group Category / Area To Address Points

CAB5LNG008_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria Lounge/Bar Menu

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Lounge menu must minimally:

• Be preset on counter/tables or provided by Server

• Be clean and in good condition
• List a variety of top-quality alcoholic beverages, beers and wine
o It is acceptable in Saudi Arabia, Qatar & Kuwait to not list alcoholic beverages
• List non-alcoholic beverages
• Include light fare options
• If electronic menu is utilized it must be easy and intuitive to use
o A printed menu must still be available upon request

Mark No if you experience or observe any of the above

CAB5LNG008_2

MGS Search OPS-FNB-068

Server/Bartender Greeting and Order Taking

Q# Group Category / Area To Address Points

LNG2605_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria Server/Bartender Greeting and Order Taking

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server/Bartender must:

• Greet or acknowledge guest within 1 minute

• Offer drinks or wine from the bar
o It is acceptable for offer to be general or for non-alcoholic beverages
• Offer to take a food order

Mark No if the service standards are not properly followed

LNG2605

MGS Search OPS-FNB-068

Server/Bartender is knowledgeable and provides recommendations

Q# Group Category / Area To Address Points

LNG2609_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria Server/Bartender is knowledgeable and provides recommendations

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

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

Page 68 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Be knowledgeable about lounge beverage menu

• Provide personal recommendations from lounge menu when asked
• Be knowledgeable and confident in interaction

Interact and observe with Server/Bartender and Mark No if any of the above is not met

LNG2609_2

MGS Search OPS-FNB-068

HR-021

Server/Bartender suggestively upsells beverage brand

Q# Group Category / Area To Address Points

CAB5LNG002_2 Bar/Lounge #2 Staff Service / Touchpoint Service 2

Criteria Server/Bartender suggestively upsell beverage brand

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept
• Beverage did not allow for an upsell
• Hotel is located where alcohol is prohibited

Server/Bartender must:

• Suggestively upsell (e.g., "Certainly, would you prefer Grey Goose?")

Interact and observe with Server/Bartender and Mark No if the service standard is not properly followed

CAB5LNG002_2

MGS Search OPS-FNB-068

Beverage is delivered in a timely fashion

Q# Group Category / Area To Address Points

CAB5LNG024_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria Beverage is delivered in a timely fashion

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server/Bartender must deliver beverage within 5 minutes from order

Mark No if the service standards are not properly followed

CAB5LNG024

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FNB-068

Beverage is delivered according to standard

Q# Group Category / Area To Address Points

CAB5LNG027_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria Beverage is delivered according to standard

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Server/Bartender must deliver beverage:

• On a tray if delivered to tables

• On a napkin or coaster at bar

Interact and observe with Server/Bartender and Mark No if the service standards are not properly followed

CAB5LNG027_2

MGS Search OPS-FNB-068

Beverage was properly prepared and met guest expectations for taste

Q# Group Category / Area To Address Points

CAB5LNG003_2 Bar/Lounge #2 Staff Service / Touchpoint Service 2

Criteria Beverage was properly prepared and met guest expectations for taste

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Beverage must be:

• Meet expectations for taste

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

Mark No if any of the above is not met

CAB5LNG003_2

MGS Search OPS-FNB-068

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

OPS-FNB-055

Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty

Q# Group Category / Area To Address Points

LNG2607_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria Server/Bartender confirms satisfaction and offers refill within 3 minutes of glass 2/3 empty

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Server/Bartender must:

• Ask if beverages are satisfactory

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

Interact and observe with Server/Bartender and Mark No if the service standards are not properly followed

LNG2607

MGS Search OPS-FNB-068

All food was visually appealing and met guest expectations with regard to taste

Q# Group Category / Area To Address Points

CAB5LNG006_2 Bar/Lounge #2 Staff Service / Touchpoint Service 4

Criteria All food was visually appealing and met guest expectations with regard to taste

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Food presentations must be:

• Made of high quality and fresh ingredients

• Complete, with no missing or incorrect items
• Adequate in portion size
• Delivered at right temperature (cold/hot/warm)
• Properly prepared to guest request (e.g., well-done, no salt)
• Meet expectations for taste
• Attractive plate presentation
• Be visually appealing
o Food in different courses served on tableware that is varied in appearance (e.g., size,
shape, color or patterns), if applicable
o Food presentations are interesting (e.g., varying heights, color contrasts, textures)
o Food is not presented in a way that is difficult to eat

Mark No if any of the above is not met

CAB5LNG006_2

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FNB-055

OPS-FNB-068

Server/Bartender properly presents the check

Q# Group Category / Area To Address Points

LNG2603_2 Bar/Lounge #2 Staff Service / Touchpoint Service 2

Criteria Server/Bartender properly presents the check

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Check must be:

• Accurate and complete

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

Mark No if any of the above is not met

LNG2603

MGS Search OPS-FNB-068

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

LNG2603-r_2 Bar/Lounge #2 Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

Page 72 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

LNG2603-r_2

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

LNG2613_2 Bar/Lounge #2 Staff Service / Branded Service 4

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

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Bar/lounge is a licensed concept

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

LNG2613

MGS Search HR-205

HR-021

Server/Bartender does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

LNG2616_2 Bar/Lounge #2 Staff Service / Touchpoint Service 2

Criteria Server/Bartender does not decline a request without offering alternatives

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• No request is made above and beyond normal services offered
• Server/Bartender meets request

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

If a special request is made, Server/Bartender must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

LNG2616_2

MGS Search HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

LNG2615_2 Bar/Lounge #2 Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

LNG2615_2

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

LNG2606_2 Bar/Lounge #2 Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

LNG2606_2

MGS Search OPS-FRO-175B

HR-205

HR-021

Server/Bartender provides a professional persona

Q# Group Category / Area To Address Points

CAB5LNG7040_ Bar/Lounge #2 Staff Service / Branded Service 4
2

Criteria Server/Bartender provides a professional persona

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server/Bartender must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5LNG7040_2

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABBLNG9902 Bar/Lounge #2 Staff Service / Core Service 4
_2

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABBLNG9905 Bar/Lounge #2 Staff Service / Core Service 4
_2

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABBLNG9905_2

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABBLNG9906 Bar/Lounge #2 Staff Service / Core Service 4
_2

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABBLNG9907 Bar/Lounge #2 Staff Service / Core Service 0
_2

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

LNG2630_2 Bar/Lounge #2 Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

LNG2630

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bar/Lounge – Facility

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

Q# Group Category / Area To Address Points

CABLNG005 Bar/Lounge – Facility Cleanliness / High Guest Impact 4

Bar/Lounge Condition - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABLNG006 Bar/Lounge – Facility Maintenance & Upkeep / High Guest 4
Impact

Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABLNG007 Bar/Lounge – Facility Cleanliness / High Guest Impact 4

Bar/Lounge Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABLNG008 Bar/Lounge – Facility Maintenance & Upkeep / High Guest 4
Impact

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Room Service

In-Room Dining Offered 24/7

Q# Group Category / Area To Address Points

IRD2601 Room Service Staff Service / Branded Service 0

Criteria In-Room Dining Offered 24/7

In-Room Dining must minimally be:

• Offered 24 hours a day/7 days a week

• Offered for all meal periods

Check In-Room Dining collateral in guestroom and Mark No any of the above are not met

IRD2601

MGS Search OPS-FNB-104B

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABRST9911 Room Service Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone – Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABRST9912 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

In-Room Dining order properly taken

Q# Group Category / Area To Address Points

CAB5RS002 Room Service Staff Service / Touchpoint Service 4

Criteria In-Room Dining order properly taken

Server/attendant must:

• Ask how many in party

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if any of the above is not met

CAB5RS002

MGS Search OPS-FNB-104D

Telephone - Order taker is knowledgeable and provides recommendations

Q# Group Category / Area To Address Points

IRD2619 Room Service Staff Service / Touchpoint Service 2

Criteria Telephone - Order taker is knowledgeable and provides recommendations

Order taker must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read
our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time. This
means being knowledgeable about:

• Menu offerings
o Be able to describe ingredients and preparation of menu items
• Local/regional specialties, if present
• Provide recommendations of menu items, if asked

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

IRD2619

MGS Search OPS-FNB-068

HR-021

Telephone - Order taker makes suggestions for additional items

Q# Group Category / Area To Address Points

CAB5RS021 Room Service Staff Service / Touchpoint Service 2

Criteria Order taker makes suggestions for additional items

Order taker must suggest starter/side appropriate for order/attempt to upsell additional items that will
enhance the guest’s meal, e.g., side order or dessert

Place order and Mark No if required procedures are not followed

CAB5RS021

MGS Search OPS-FNB-104D

Telephone - Order taker informs guest of gratuity (CALA, EMEA, US/CAN)

Q# Group Category / Area To Address Points

CAB5RS003 Room Service Staff Service / Touchpoint Service 2

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria In-Room Dining order taker informs guest of gratuity (CALA, EMEA, US/CAN)

Mark N/A if any of the following:

• Property is located in AP
• Area is under complete renovation and not available for guest use
• The gratuity is not included on the check

Order taker must inform guest that gratuity is included on the check, if applicable

• It is acceptable if server informs guest of included gratuity when presenting the check

Place In-Room Dining order and Mark No if required procedures are not followed

CAB5RS003

MGS Search OPS-FNB-104D

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABRST9902 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABRST9905 Room Service Staff Service / Core Service 4

Criteria Telephone - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABRST9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABRST9906 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

detractors

Q# Group Category / Area To Address Points

CABRST9907 Room Service Staff Service / Core Service 0

MGS Search OPS-FRO-175B

In-Room Dining delivered on time

Q# Group Category / Area To Address Points

IRD2604-t Room Service Staff Service / Touchpoint Service 4

Criteria In-Room Dining delivered on time

Timing of In-Room/Private Dining order must minimally be:

• Delivered on time
o Continental breakfast/coffee - within 15 minutes of placing order
o Beverage only – within 15 minutes of placing order
o All other orders -
▪ Within 30 minutes of placing order
▪ Within time quoted for resorts
• Quoted accurately:
o Within 5 minutes of actual delivery time

Check In-Room/Private Dining order and timing and Mark No if you find any of the following:

• Continental breakfast/coffee delivered later than 15 minutes

• Order delivered later than 35 minutes
• Order delivered later than 5 minutes after quoted time (Resorts)
• Order quoted more than 5 minutes of actual delivery time

IRD2604-t

MGS Search OPS-FNB-104D

Delivery - Room Delivery Announcement

Q# Group Category / Area To Address Points

CABRMD9910 Room Service Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Delivery - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABRMD9901 Room Service Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Q# Group Category / Area To Address Points

CABRMD9903 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Delivery - Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABRMD9904 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

IRD2612 Room Service Brand Promise / Branded Product 4

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day

W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in new W Wardrobe

IRD2612

MGS Search OPS-FRO-283

Brand Pin is Worn

Q# Group Category / Area To Address Points

IRD2610 Room Service Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is third party

• Restaurant is operated by a third party

Page 83 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

IRD2610

MGS Search OPS-FRO-283

Server follows correct procedures for entering guestroom

Q# Group Category / Area To Address Points

IRD2607 Room Service Staff Service / Touchpoint Service 2

Criteria Server follows correct procedures for entering guestroom

Server must:

• Request permission to enter room

Interact with Server and Mark No if server does not follow the required standards

IRD2607

MGS Search OPS-FNB-104D

Server creates dining ambiance

Q# Group Category / Area To Address Points

CAB5RS022 Room Service Staff Service / Touchpoint Service 4

Criteria Server creates dining ambiance

Server must minimally:

• Asks where to position table/tray

• Offer to position chairs and tables, if applicable
• Raise and secure the leaf of the table, if applicable
• Removes plastic wrap from items, as applicable
• Remove covers from plates, if applicable

If food is brought in a hot box, it is acceptable to remove covers before coming into the room

Interact with server and Mark No if server does not follow required procedures

CAB5RS022

Page 84 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FNB-104D

Order delivered as requested and complete

Q# Group Category / Area To Address Points

CAB5RS006 Room Service Staff Service / Touchpoint Service 16

Criteria Order delivered as requested and complete

Order must minimally be delivered:

• As ordered
o All items requested
o Items prepared as requested, if applicable (e.g., steak medium-rare)
• With accompaniments (e.g., sugar, bread basket)
• With appropriate service items (e.g., soup spoon for soup)

Specify items missing/incorrect as handwritten findings

Check order and Mark No if any of the above criteria are not met

CAB5RS006

MGS Search OPS-FNB-104D

In-Room Dining table is set properly

Q# Group Category / Area To Address Points

CAB5RS008 Room Service Staff Service / Touchpoint Service 4

Criteria In-Room Dining table is set properly

Table/cart 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
• Condiments served in appropriate containers (e.g., ramekins, miniature bottles)
o No full sized bottles or portion packs, except for sweeteners
• Linens neat (if applicable)
o A damper or pad must be placed under all table cloths
• Napkins - pressed all-cotton or linen
• Salt and pepper shakers are present

Mark No if you find any of the above criteria is not met

CAB5RS008

MGS Search OPS-FNB-104D

Server presents bottled wine before serving

Page 85 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CAB5RS023 Room Service Staff Service / Touchpoint Service 4

Criteria Server presents bottled wine before serving

Mark N/A if bottled wine is not ordered with meal

Server must minimally:

• Offer to present the wine, if bottled

o Present bottle to guest
o Allow guest to taste wine
▪ If approved, wine is poured without picking up wine glass

Interact with server and Mark No if server does not follow required procedures

CAB5RS023

MGS Search OPS-FNB-104A

Food and beverage is visually appealing and met guest expectations for taste

Q# Group Category / Area To Address Points

CAB5RS007 Room Service Staff Service / Touchpoint Service 4

Criteria Food and beverage is visually appealing and met guest expectations for taste

Food and beverage presentations must be:

• Show attention to detail and visual appeal

o Precise and carefully plated
o Food is not presented in a way that is difficult to eat
o Beverages served in appropriate glassware
• Made of high quality and fresh ingredients
• Adequate in portion size
• Delivered at right temperature (cold/hot/warm)
• Properly prepared to guest’s request (e.g., well-done, no salt) or cooked to meet the guest
expectations for taste

Mark No if any of the above criteria is not met

CAB5RS007

MGS Search OPS-FNB-055

Server properly presents the check

Q# Group Category / Area To Address Points

IRD2602 Room Service Staff Service / Touchpoint Service 4

Criteria Server properly presents the check

Check must be:

• Accurate and complete

• Presented inside a folder with a brand pen

Page 86 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

o Hotel-specific folders acceptable

Mark No if any of the above is not met

IRD2602

MGS Search OPS-FNB-104D

Tray pick-up procedure explained

Q# Group Category / Area To Address Points

CAB5RS025 Room Service Staff Service / Touchpoint Service 2

Criteria Tray pick-up procedure explained

Tray pick-up procedure must be explained:

• Verbally by the server, or

• On a card left on the tray or table

Interact with server and Mark No if tray pick-up procedure is not explained

CAB5RS025

MGS Search OPS-FNB-104D

Server must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

IRD2603-r Room Service Staff Service / Branded Service 4

Criteria Server must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

IRD2603-r

MGS Search OPS-FRO-175J

HR-021

Page 87 | 373

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

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

Q# Group Category / Area To Address Points

IRD2606 Room Service Staff Service / Touchpoint Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

IRD2606

MGS Search HR-205

HR-021

Server does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

IRD2616 Room Service Staff Service / Touchpoint Service 2

Criteria Server does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Server meets request

If a special request is made, server must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

IRD2616

MGS Search HR-205

HR-021

Page 88 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server must Remix Luxury

Q# Group Category / Area To Address Points

IRD2615 Room Service Staff Service / Branded Service 4

Criteria Server must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

IRD2615

MGS Search HR-205

HR-021

Server exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

IRD2605 Room Service Staff Service / Branded Service 4

Criteria Server exemplified - "Ace the Basics" and put the guest at the center of everything they did

Server must follow the Ace the Basics service foundation: We are committed to putting the guest at the center
of everything. We are present, master every detail, and make every moment and surface shine. Our luxury
guests expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

IRD2605

MGS Search OPS-FRO-175B

HR-205

HR-021

Page 89 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

Server provides a professional persona

Q# Group Category / Area To Address Points

CAB5IRD7040 Room Service Staff Service / Branded Service 4

Criteria Server provides a professional persona

Server must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations

Mark No if you encounter or observe any of the above criteria not met

CAB5IRD7040

MGS Search HR-205

Delivery - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABRMD9902 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Delivery - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABRMD9905 Room Service Staff Service / Core Service 4

Criteria Delivery - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABRMD9905

MGS Search OPS-FRO-175B

Delivery - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABRMD9906 Room Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Page 90 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Q# Group Category / Area To Address Points

CABRMD9907 Room Service Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

IRD2630 Room Service Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

IRD2630

MGS Search HR-021

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Room Service #2

In-Room Dining order properly taken

Q# Group Category / Area To Address Points

CAB5RS002_2 Room Service #2 Staff Service / Touchpoint Service 4

Criteria In-Room Dining order properly taken

Server/attendant must:

• Ask how many in party

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

Mark No if any of the above is not met

CAB5RS002_2

MGS Search OPS-FNB-104D

Telephone - Order taker makes suggestions for additional items

Q# Group Category / Area To Address Points

CAB5RS021_2 Room Service #2 Staff Service / Touchpoint Service 2

Criteria Order taker makes suggestions for additional items

Order taker must suggest starter/side appropriate for order/attempt to upsell additional items that will
enhance the guest’s meal, e.g., side order or dessert

Place order and Mark No if required procedures are not followed

CAB5RS021_2

MGS Search OPS-FNB-104D

Telephone - Order taker informs guest of gratuity (CALA, EMEA, US/CAN)

Q# Group Category / Area To Address Points

CAB5RS003_2 Room Service #2 Staff Service / Touchpoint Service 2

Criteria In-Room Dining order taker informs guest of gratuity (CALA, EMEA, US/CAN)

Mark N/A if any of the following:

• Property is located in AP
• The gratuity is not included on the check

Page 92 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Order taker must inform guest that gratuity is included on the check, if applicable

• It is acceptable if server informs guest of included gratuity when presenting the check

Place In-Room Dining order and Mark No if required procedures are not followed

CAB5RS003_2

MGS Search OPS-FNB-104D

Server creates dining ambiance

Q# Group Category / Area To Address Points

CAB5RS022_2 Room Service #2 Staff Service / Touchpoint Service 4

Criteria Server creates dining ambiance

Server must minimally:

• Asks where to position table/tray

• Offer to position chairs and tables, if applicable
• Raise and secure the leaf of the table, if applicable
• Removes plastic wrap from items, as applicable
• Remove covers from plates, if applicable

If food is brought in a hot box, it is acceptable to remove covers before coming into the room

Interact with server and Mark No if server does not follow required procedures

CAB5RS022_2

MGS Search OPS-FNB-104D

Order delivered as requested and complete

Q# Group Category / Area To Address Points

CAB5RS006_2 Room Service #2 Staff Service / Touchpoint Service 16

Criteria Order delivered as requested and complete

Order must minimally be delivered:

• As ordered
o All items requested
o Items prepared as requested, if applicable (e.g., steak medium-rare)
• With accompaniments (e.g., sugar, bread basket)
• With appropriate service items (e.g., soup spoon for soup)

Specify items missing/incorrect as handwritten findings

Check order and Mark No if any of the above criteria are not met

CAB5RS006_2

MGS Search OPS-FNB-104D

Page 93 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

In-Room Dining table is set properly

Q# Group Category / Area To Address Points

CAB5RS008_2 Room Service #2 Staff Service / Touchpoint Service 4

Criteria In-Room Dining table is set properly

Table/cart 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
• Condiments served in appropriate containers (e.g., ramekins, miniature bottles)
o No full sized bottles or portion packs, except for sweeteners
• Linens neat (if applicable)
o A damper or pad must be placed under all table cloths
• Napkins - pressed all-cotton or linen
• Salt and pepper shakers are present

Mark No if you find any of the above criteria is not met

CAB5RS008_2

MGS Search OPS-FNB-104D

Server presents bottled wine before serving

Q# Group Category / Area To Address Points

CAB5RS023_2 Room Service #2 Staff Service / Touchpoint Service 4

Criteria Server presents bottled wine before serving

Mark N/A if bottled wine is not ordered with meal

Server must minimally:

• Offer to present the wine, if bottled

o Present bottle to guest
o Allow guest to taste wine
▪ If approved, wine is poured without picking up wine glass

Interact with server and Mark No if server does not follow required procedures

CAB5RS023_2

MGS Search OPS-FNB-104A

Tray pick-up procedure explained

Q# Group Category / Area To Address Points

CAB5RS025_2 Room Service #2 Staff Service / Touchpoint Service 2

Page 94 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Tray pick-up procedure explained

Tray pick-up procedure must be explained:

• Verbally by the server, or

• On a card left on the tray or table

Interact with server and Mark No if tray pick-up procedure is not explained

CAB5RS025_2

MGS Search OPS-FNB-104D

Server provides a professional persona

Q# Group Category / Area To Address Points

CAB5IRD7040_ Room Service #2 Staff Service / Branded Service 4
2

Criteria Server provides a professional persona

Server must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations

Mark No if you encounter or observe any of the above criteria not met

CAB5IRD7040_2

MGS Search HR-205

Page 95 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Restaurant – Reservation

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABRESR9911 Restaurant – Reservation Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABRESR9912 Restaurant – Reservation Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Telephone - Reservation Agent follows luxury phone etiquette

Q# Group Category / Area To Address Points

CAB5RESR003 Restaurant – Reservation Staff Service / Touchpoint Service 2

Criteria Telephone - Reservation Agent follows luxury phone etiquette

Mark N/A if you find any of the following:

• Hotel does not have the facility on premises

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

Agent must minimally:

• Not place the guest on hold longer than 2 minutes

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

Mark No if any of the above is not met

CAB5RESR003

MGS Search OPS-FNB-099

Reservation Agent Asks all Required Questions

Q# Group Category / Area To Address Points

CAB5RESR004 Restaurant – Reservation Staff Service / Touchpoint Service 4

Criteria Reservation Agent Asks all Required Questions

Page 96 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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
• Reservations are not made

Agent books the restaurant reservation and must minimally:

• Ask for date and time of reservation

• Ask for number of guests
• Ask if you are celebrating a special occasion
o Agent responds appropriately to your response
• Ask about preferences (e.g., seating indoor/outdoor) or dietary restrictions (e.g., vegetarian, low
sodium, food allergies) (LC)

Interact with Agent and Mark No if you find any of the following:

• Agent did not follow any of the above standards

• Reservation not taken

CAB5RESR004

MGS Search OPS-FNB-099

Reservation Agent confirms information

Q# Group Category / Area To Address Points

CAB5RESR005 Restaurant – Reservation Staff Service / Touchpoint Service 4

Criteria Reservation Agent confirms information

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
• Reservations are not made

All luxury restaurants must take reservations (RC)

• It is acceptable if PBX Agent acts as Reservation Agent

Agent confirms for the following information:

• Guest name and spelling

• Time and date of restaurant reservation
• Number of guests in the party

Interact with Agent and Mark No if you find any of the following:

• Reservation information not reconfirmed

• Reservation not taken

CAB5RESR005

MGS Search OPS-FNB-099

Page 97 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

RESR2605 Restaurant – Reservation Staff Service / Branded Service 16

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

RESR2605

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

RESR2604 Restaurant – Reservation Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RESR2604

MGS Search HR-205

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

RESR2602 Restaurant – Reservation Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

RESR2602

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

RESR2603 Restaurant – Reservation Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RESR2603

MGS Search HR-205

HR-021

Telephone - Guest name used during the experience, when known

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABRESR9902 Restaurant – Reservation Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABRESR9905 Restaurant – Reservation Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABRESR9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABRESR9906 Restaurant – Reservation Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABRESR9907 Restaurant – Reservation Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

RESR2630 Restaurant – Reservation Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Page 100 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Reservations are not made

• Reservations are not accepted

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

RESR2630

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Restaurant – Dinner

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

timely manner

Q# Group Category / Area To Address Points

CABREST9908 Restaurant – Dinner Staff Service / Touchpoint Service 2

MGS Search OPS-FRO-175B

Host/Hostess - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABREST9901 Restaurant – Dinner Staff Service / Core Service 16

MGS Search OPS-FRO-175B

Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained
throughout the interaction

Q# Group Category / Area To Address Points

CABREST9903 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABREST9904 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Host/Hostess - Brand Pin is Worn

Q# Group Category / Area To Address Points

RD2610 Restaurant – Dinner Brand Promise / Branded Product 2

Criteria Host/Hostess - Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Restaurant is operated by a third party
• Restaurant is a licensed concept

Page 102 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

RD2610

MGS Search OPS-FRO-283

Host/Hostess confirms reservation

Q# Group Category / Area To Address Points

CAB5RD003 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Host/Hostess confirms reservation

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
• Reservation not made
• Restaurant is a licensed concept

Host/Hostess must:

• Confirm if reservation was made

Inform Host/Hostess that you have a reservation

Verify that Host/Hostess:

• Confirms correct details of reservation

• Has record of your reservation

Interact with Host/Hostess and Mark No if you encounter or observe any of the following:

• Reservation detail incorrect

• Reservation not recorded

CAB5RD003

MGS Search OPS-FNB-100

Host/Hostess Greeting

Q# Group Category / Area To Address Points

CAB5RD004 Restaurant – Dinner Staff Service / Touchpoint Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Host/Hostess Greeting

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Reservation not made and required actions do not apply to interaction

Host/Hostess must minimally:

• If appropriate, offer to hang guests' coats

• If reservation made, provide table within 10 minutes of reserved time
o If guests wait for table, inconvenience is acknowledged
▪ Guest is given the approximate wait time
▪ Guest is seated within 5 minutes of stated wait time
▪ Refreshments (e.g., drink from the bar) are offered to waiting guests

Mark No if you encounter or observe any of the above criteria not followed

CAB5RD004

MGS Search OPS-FNB-100

Host/Hostess Seating Procedure

Q# Group Category / Area To Address Points

RD2601 Restaurant – Dinner Staff Service / Touchpoint Service 16

Criteria Host/Hostess Seating Procedure

Mark N/A if 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/hostess, server, or manager

Host/hostess must minimally:

• Ensure table is set up with appropriate place settings

o Correct number of place settings for guests at table (e.g., removing extra place settings if
needed)
o It is acceptable if another host/hostess provides these services (e.g., server attendant)
• Wish guest(s) an enjoyable meal
o If server seats guests, it is acceptable to not wish an enjoyable meal

Mark No if you encounter or observe any of the above criteria not followed

RD2601

MGS Search OPS-FNB-100B

Host/Hostess is Knowledgeable and Confident

Q# Group Category / Area To Address Points

RD2622 Restaurant – Dinner Staff Service / Branded Service 2

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Host/Hostess is knowledgeable and confident

Mark N/A if interaction did not allow question

Host/Hostess must follow the Remix Luxury service foundation: We master modern, anticipatory service. We
read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

RD2622

MGS Search OPS-FRO-175

HR-205

HR-021

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

Q# Group Category / Area To Address Points

RD2609 Restaurant – Dinner Staff Service / Branded Service 4

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

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RD2609

MGS Search HR-205

HR-021

Host/Hostess must Remix Luxury

Page 105 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

RD2618 Restaurant – Dinner Staff Service / Branded Service 4

Criteria Host/Hostess must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RD2618

MGS Search HR-205

HR-021

Host/Hostess exemplified – “Ace the Basics” and put the guest at the center of everything
they did

Q# Group Category / Area To Address Points

RD2620 Restaurant – Dinner Staff Service / Branded Service 4

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

Host/Hostess must follow the Ace the Basics service foundation: We are committed to putting the guest at the
center of everything. We are present, master every detail, and make every moment and surface shine. Our
luxury guests expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

RD2620

MGS Search OPS-FRO-175B

HR-205

HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Host/Hostess provides a professional persona

Q# Group Category / Area To Address Points

CAB5RD7040 Restaurant – Dinner Staff Service / Branded Service 4

Criteria Host/Hostess provides a professional persona

Host/Hostess must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the the above criteria not met

CAB5RD7040

MGS Search HR-205

Host/Hostess - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABREST9902 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Host/Hostess - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABREST9905 Restaurant – Dinner Staff Service / Core Service 4

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

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABREST9905

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABREST9906 Restaurant – Dinner Staff Service / Core Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABREST9907 Restaurant – Dinner Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Server - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABRDS9901 Restaurant – Dinner Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABRDS9903 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Server - Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABRDS9904 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Server - Brand Pin is Worn

Q# Group Category / Area To Address Points

RDS2610 Restaurant – Dinner Brand Promise / Branded Product 2

Criteria Server - Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Restaurant is operated by a third party
• Restaurant is a licensed concept

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

RDS2610

MGS Search OPS-FRO-283

Restaurant provides an enjoyable ambiance

Q# Group Category / Area To Address Points

CAB5RD017 Restaurant – Dinner Brand Promise / Design Approach & 2
Aesthetic

Criteria Restaurant provides an enjoyable ambiance

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 following sensory experiences are in place during venue hours of operation

• All physical elements must be in conformity with concept including menus, collateral, uniforms, OS&E
• Music must be played when the restaurant is open
• Music must change with every meal period
• Music must be professionally programmed
• Lighting must change with every meal period

Mark No if any of the above is not met

CAB5RD017

MGS Search OPS-FNB-096

Table is appropriately set and reset

Q# Group Category / Area To Address Points

CAB5RD015 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Table is appropriately set and reset

Mark N/A if any of the following:

• Facility not present

• Area is under complete renovation and not available for guest use

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Table must be level and stable

Table setting minimally must be/have:

• Clean and in good condition

• Flatware - free of tarnish/wear
• Napkins - pressed all-cotton or linen
o It is acceptable for outdoor restaurants to use a different type of napkin
• Salt and pepper shakers present
o It is acceptable:
▪ If salt and pepper are served/offered
▪ To not offer salt and/or pepper if the restaurant concept is a cuisine that does not
utilize salt and pepper (e.g., Japanese, Chinese)

Mark No if you experience or observe any of the above standards are not met

CAB5RD015

MGS Search OPS-FNB-096

Restaurant Menu

Q# Group Category / Area To Address Points

RD2611 Restaurant – Dinner Brand Promise / Branded Product 4

Criteria Restaurant Menu

Mark N/A if 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, minimally including:

• In brand identity or consistent with the theme/season of the restaurant

• (2) Healthy options
• It is acceptable for buffet restaurants to not have printed menus

Mark No if any of the above criteria are not met

RD2611

MGS Search OPS-FNB-055

Initial Water Service

Q# Group Category / Area To Address Points

RD2602 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Initial Water Service

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
• Restaurant is a licensed concept

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server must minimally:

• Offer beverages
• Offers bottled, still or sparkling waters (lunch/dinner)

Interact with server and Mark No if you encounter or observe any of the above criteria not being met

RD2602

MGS Search OPS-FNB-100C

Server suggestively upsells beverage brand

Q# Group Category / Area To Address Points

CAB5RD001 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Server suggestively upsells beverage brand

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Hotel does not have the facility on premise
• Restaurant is a licensed concept
• Beverage did not allow for an upsell
• Hotel is located where alcohol is prohibited

When taking a beverage order the server must suggestively upsell the beverage brand (e.g., "Certainly, would
you prefer Grey Goose?")

Mark No if the above criteria is not met

CAB5RD001

MGS Search OPS-FNB-068

Server is knowledgeable and provides recommendations

Q# Group Category / Area To Address Points

RD2619 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Server is knowledgeable and provides recommendations

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time. That
means:

• If applicable, inform guest of the specials and/or house specialties, if applicable

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

• Offer dessert
o If asked, provide recommendations
o Suggest coffee/espresso/other appropriate after dinner beverage based on concept

No if any of the above is not met

RD2619

MGS Search OPS-FNB-068

HR-021

Order Taking

Q# Group Category / Area To Address Points

RD2604 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Order Taking

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:

• Repeat order back to guest to ensure accuracy

• If applicable, suggest commonly requested condiments or accompaniments (e.g., ketchup for fries)

Mark No if any of the above criteria are not met

RD2604

MGS Search OPS-FNB-100C

Service must be provided in a timely fashion

Q# Group Category / Area To Address Points

RD2619-t Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Service must be provided in a timely fashion

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

their course

Mark No if any of the above criteria is not met

RD2619-t

MGS Search OPS-FNB-100

Cold Beverage Service

Q# Group Category / Area To Address Points

RD2617 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Cold Beverage Service

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Cold beverage not ordered
• Restaurant is a licensed concept

Server must:

• Place a beverage napkin to indicate that the guest has ordered a drink
• Serve the beverages on a tray

Beer must be served:

• Chilled
• If beer is poured at table, it is acceptable to lift the glass from the table to pour

Mark No if any of the above are not followed

RD2617

MGS Search OPS-FNB-055

OPS-FNB-068

Coffee and Specialty Coffee Presentation

Q# Group Category / Area To Address Points

RD2608 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Coffee and Specialty Coffee Presentation

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
• Coffee or specialty coffee not ordered

Coffee service:

• Server must ask for guest's preference of accompaniments (e.g., sugar, milk, cream) prior to delivery

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Requested accompaniments must be delivered at or before time of delivery

Espresso/espresso type beverages:

• Served in appropriate cup

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

Mark No if any of the above criteria are not followed

RD2608

MGS Search OPS-FNB-055

Hot Tea Presentation

Q# Group Category / Area To Address Points

RD2606 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Hot Tea Presentation

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Tea not ordered

Tea:

• If served loose:
o Brewed in a pot
o Strainer provided
▪ It is acceptable if strainer is built into the pot
• If served with tea bags
o At least (1) tea bag
o Served with a pot of hot water
▪ China pot or insulated pot specifically for tea service
• 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

RD2606

MGS Search OPS-FNB-055

Iced Tea Presentation

Q# Group Category / Area To Address Points

RD2613 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Iced Tea Presentation

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 not ordered

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Restaurant is a licensed concept

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

• Iced tea spoon

• Simple garnish

Order a beverage and Mark No if any of the above are not followed

RD2613

MGS Search OPS-FNB-055

Wine Service

Q# Group Category / Area To Address Points

RD2607 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Wine Service

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
• Wine not ordered
• Restaurant is a licensed concept
• Hotel is located in Saudi Arabia or Kuwait

Wine by the glass

• Must be served in the correct glass for the type of wine

Wine by the bottle

• Server demonstrates label and pouring at the table with the label facing the guest
• A taste is offered prior to a complete pour
• For wine pairings, wine is poured prior to receiving food

Order a beverage and Mark No if any of the above criteria are not met

RD2607

MGS Search OPS-FNB-055

Server exemplifies tenets of luxury dining

Q# Group Category / Area To Address Points

RD2605 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Server exemplifies tenets of luxury dining

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
• Restaurant is a licensed concept

Page 115 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server provides exceptional service:

• Courses simultaneously brought to table for all guests

o Food delivered to correct person without asking
• Courses were not cleared before finished or without asking if finished
• Soiled cutlery replaced after every course and cutlery replaced as needed (e.g., steak knife, fish
knife)
• The level of interest in service remains constant and positive throughout the meal
• Server asks if food satisfactory at every course and takes corrective action if needed
• Repeat back beverage type when offering to refresh beverage (e.g., "Would you like another oat milk
cappuccino?", "Absolutely, I would be happy to bring you another Ketel One Martini")
• Food not served over guest's shoulder, but from the side

Mark No if you encounter or observe any of the items listed above are missing

RD2605

MGS Search OPS-FNB-100C

Server clears courses according to standards

Q# Group Category / Area To Address Points

RD2615 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Server clears courses according to standards

Mark N/A if 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:

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

• Bring fresh cutlery as needed (e.g., fork taken with plate)
• After clearing entree/main course, remove:
o Salt and pepper shakers
o Bread and butter plates

Mark No if any of the above are not met

RD2615

MGS Search OPS-FNB-100C

Beverage was properly prepared and met guest expectations for taste

Q# Group Category / Area To Address Points

CAB5RD043 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Beverage was properly prepared and met guest expectations for taste

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

Page 116 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Beverage must be:

• Meet expectations for taste

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

Mark No if any of the above is not met

CAB5RD043

MGS Search OPS-FNB-055

All food was visually appealing and met guest expectations with regard to taste

Q# Group Category / Area To Address Points

CAB5RD034 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria All food was visually appealing and met guest expectations with regard to taste

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Food presentations must be:

• Made of high quality and fresh ingredients

• Complete, with no missing or incorrect items
• Delivered at right temperature (cold/hot/warm)
• Properly prepared to guest request (e.g., well-done, no salt)
• Meet the guest expectations for taste

Mark No if any of the above is not met

CAB5RD034

MGS Search OPS-FNB-055

Buffets have adequate food availability and visual appeal

Q# Group Category / Area To Address Points

CAB5RD035 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Buffets have adequate food availability and visual appeal

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
• Buffet not present
• Restaurant is a licensed concept

Page 117 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Buffet food and beverage presentations must:

• Be well-stocked and fresh and appetizing in overall appearance

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

Mark No if any of the above is not met

CAB5RD035

MGS Search OPS-FNB-055

Server properly presents the check

Q# Group Category / Area To Address Points

RD2603 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Server properly presents the check

Mark N/A if 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:

• (CALA): Presented when guest requests check

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

Mark No if any of the above is not met

RD2603

MGS Search OPS-FNB-100C

Management observed interacting with guests during dinner

Q# Group Category / Area To Address Points

CAB5RD018 Restaurant – Dinner Staff Service / Touchpoint Service 4

Criteria Management observed interacting with guests during dinner

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

Page 118 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Restaurant is a licensed concept

Management must interact with guests during dinner

Management includes:

• Chef
• Any Manager
• Any Non-uniformed supervisor
• Sommelier

Dine in restaurant and Mark No if you did not encounter or observe management interacting with guests

CAB5RD018

MGS Search OPS-FNB-100

Server must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

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

Criteria Server must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

RD2603-r

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

RD2612 Restaurant – Dinner Staff Service / Branded Service 4

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

Mark N/A if any of the following:

Page 119 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RD2612

MGS Search HR-205

HR-021

Server does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

RD2616 Restaurant – Dinner Staff Service / Touchpoint Service 2

Criteria Server does not decline a request without offering alternatives

Mark N/A if any of the following:

• Faciliy not present

• Area is under complete renovation and not available for guest use
• No request is made above and beyond normal services offered
• Server meets request

If a special request is made, server must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

RD2616

MGS Search HR-205

HR-021

Server must Remix Luxury

Q# Group Category / Area To Address Points

RD2623 Restaurant – Dinner Staff Service / Branded Service 4

Page 120 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Server must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RD2623

MGS Search HR-205

HR-021

Server exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

RD2621 Restaurant – Dinner Staff Service / Branded Service 4

Criteria Server exemplified - "Ace the Basics" and put the guest at the center of everything they did

Server must follow the Ace the Basics service foundation: We are committed to putting the guest at the center
of everything. We are present, master every detail, and make every moment and surface shine. Our luxury
guests expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

RD2621

MGS Search OPS-FRO-175B

HR-205

HR-021

Server provides a professional persona

Q# Group Category / Area To Address Points

CAB5RDS7040 Restaurant – Dinner Staff Service / Branded Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Server provides a professional persona

Server must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5RDS7040

MGS Search HR-205

Server - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABRDS9902 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Server - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABRDS9905 Restaurant – Dinner Staff Service / Core Service 4

Criteria Server - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABRDS9905

MGS Search OPS-FRO-175B

Server - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABRDS9906 Restaurant – Dinner Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

CABRDS9907 Restaurant – Dinner Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

RD2630 Restaurant – Dinner Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

RD2630

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Restaurant – Breakfast

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

timely manner

Q# Group Category / Area To Address Points

CABRBG9908 Restaurant – Breakfast Staff Service / Touchpoint Service 2

MGS Search OPS-FRO-175B

Host/Hostess - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABRBG9901 Restaurant – Breakfast Staff Service / Core Service 16

MGS Search OPS-FRO-175B

Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained
throughout the interaction

Q# Group Category / Area To Address Points

CABRBG9903 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABRBG9904 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Host/Hostess - Brand Pin is Worn

Q# Group Category / Area To Address Points

RBG2610 Restaurant – Breakfast Brand Promise / Branded Product 2

Criteria Host/Hostess - Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Restaurant is operated by a third party
• Restaurant is a licensed concept

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

RBG2610

MGS Search OPS-FRO-283

Host/Hostess Seating Procedure

Q# Group Category / Area To Address Points

RB2601 Restaurant – Breakfast Staff Service / Touchpoint Service 4

Criteria Host/Hostess Seating Procedure

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Host/hostess must minimally:

• Escort the guest to their table

o It is acceptable if the escort is provided by a server or manager as well
o If guests wait for table, inconvenience is acknowledged
• Ensure table is set up with appropriate place settings
o Correct number of place settings for guests at table (e.g., removing extra place settings if
needed)
o It is acceptable if another host/hostess provides these services (e.g., server attendant)

Mark No if you encounter or observe any of the above not followed

RB2601

MGS Search OPS-FNB-100B

Host/Hostess is knowledgeable and confident

Q# Group Category / Area To Address Points

RB2618 Restaurant – Breakfast Staff Service / Branded Service 2

Criteria Host/Hostess is knowledgeable and confident

Mark N/A if interaction did not allow question

Host/Hostess must follow the Remix Luxury service foundation: We master modern, anticipatory service. We
read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

Page 125 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

RB2618

MGS Search OPS-FRO-175

HR-205

HR-021

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

Q# Group Category / Area To Address Points

RB2608 Restaurant – Breakfast Staff Service / Branded Service 4

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

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RB2608

MGS Search HR-205

HR-021

Host/Hostess exemplified – “Ace the Basics” and put the guest at the center of everything
they did

Q# Group Category / Area To Address Points

RB2620 Restaurant – Breakfast Staff Service / Branded Service 4

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Host/Hostess must follow the Ace the Basics service foundation: We are committed to putting the guest at the
center of everything. We are present, master every detail, and make every moment and surface shine. Our
luxury guests expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

RB2620

MGS Search OPS-FRO-175B

HR-205

HR-021

Host/Hostess must Remix Luxury

Q# Group Category / Area To Address Points

RBG2615 Restaurant – Breakfast Staff Service / Branded Service 4

Criteria Host/Hostess must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RBG2615

MGS Search HR-205

HR-021

Host/Hostess provides a professional persona

Q# Group Category / Area To Address Points

CAB5RB7040 Restaurant – Breakfast Staff Service / Branded Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Host/Hostess provides a professional persona

Host/Hostess must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5RB7040

MGS Search HR-205

Host/Hostess - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABRBG9902 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Host/Hostess - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABRBG9905 Restaurant – Breakfast Staff Service / Core Service 4

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

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABRBG9905

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABRBG9906 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABRBG9907 Restaurant – Breakfast Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Server - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABRS9901 Restaurant – Breakfast Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABRS9903 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Server - Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABRS9904 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Server - Brand pin is Worn

Q# Group Category / Area To Address Points

RBS2610 Restaurant – Breakfast Brand Promise / Branded Product 2

Criteria Server - Brand pin is Worn

Mark N/A if you find:

• Talent is not present

• Talent is third party
• Restaurant is operated by a third party
• Restaurant is a licensed concept
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

It is acceptable if culinary or engineering Talent is observed without a W pin due to safety issues

Mark No if any of the above is not met

RBS2610

MGS Search OPS-FRO-283

Restaurant provides an enjoyable ambiance

Q# Group Category / Area To Address Points

CAB5RB016 Restaurant – Breakfast Brand Promise / Design Approach & 2
Aesthetic

Criteria Restaurant provides an enjoyable ambiance

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

• Music - background, not obtrusive to conversation
• Room temperature - comfortable, unnoticed by guests
o For outdoor restaurants, do not evaluate the temperature

Heart of house items must not be stored in visible guest areas (e.g., tables, chairs, carts)

Observe restaurant and Mark No if restaurant does not meet any of the above standards

CAB5RB016

MGS Search OPS-FNB-096

Music and Lighting

Q# Group Category / Area To Address Points

RB2613 Restaurant – Breakfast Brand Promise / Design Approach & 4
Aesthetic

Criteria Music and Lighting

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
• Restaurant is a licensed concept

Music must be:

• Playing
• Professionally programmed (e.g., not a radio station, without commercials)
• Appropriate for breakfast

Lighting must be:

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Bright
• Different level from dinner, if dining in same outlet

Observe music and lighting and Mark No if any of the above are not followed

RB2613

MGS Search OPS-FNB-055

Table is appropriately set and reset

Q# Group Category / Area To Address Points

CAB5RB014 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Table is appropriately set and reset

Mark N/A if 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 meet the following:

• Be clean and in good condition

• If present, bud vase/arrangement is neat, fresh and presentable
• Flatware - free of tarnish/wear
• If applicable, linens neat
• Napkins - pressed all-cotton or linen
o It is acceptable for outdoor restaurants to use a different type of napkin
o Paper napkins are not acceptable
• Salt and pepper shakers present
o It is acceptable:
▪ If salt and pepper are served/offered
▪ To not offer salt and/or pepper if the restaurant concept is a cuisine that does not
utilize salt and pepper (e.g., Japanese, Chinese)

Mark No if you experience or observe any of the above not met

CAB5RB014

MGS Search OPS-FNB-096

Restaurant Menu

Q# Group Category / Area To Address Points

RB2606 Restaurant – Breakfast Brand Promise / Operational 4
Product

Criteria Restaurant Menu

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Menu must be clean and in good condition, minimally including:

• (2) Healthy options

• It is acceptable for buffet restaurants to not have printed menus

Mark No if any of the above is not met

RB2606

MGS Search OPS-FNB-055

Server is knowledgeable and provides recommendations

Q# Group Category / Area To Address Points

RB2619 Restaurant – Breakfast Staff Service / Touchpoint Service 4

Criteria Server is knowledgeable and provides recommendations

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

Server must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time. That
means:

• If applicable, inform guest of the specials and/or house specialties

• If asked,
o Provide recommendations of menu items
o Provide explanation of preparation
• Appear knowledgeable and confident in interaction

Interact with server and mark No if any of the above is not met

RB2619

MGS Search OPS-FNB-068

HR-021

Order Taking

Q# Group Category / Area To Address Points

RB2602 Restaurant – Breakfast Staff Service / Touchpoint Service 4

Criteria Order Taking

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Hotel does not have the facility on premises
• Guest ate from the buffet

Server must minimally:

• Repeat order back to guest to ensure accuracy

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• React graciously and accommodatingly if the guest asks for something off menu or a special
preparation

Mark No if any of the above is not met

RB2602

MGS Search OPS-FNB-100C

Service must be provided in a timely fashion

Q# Group Category / Area To Address Points

RB2615-t Restaurant – Breakfast Staff Service / Touchpoint Service 4

Criteria Service must be provided in a timely fashion

Mark N/A if 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 1 minute after being seated
▪ It is acceptable if a supporting staff member provides the initial greeting after
seating
o Soiled plates must be removed within 3 minutes after all guests at table have completed
their course

Mark No if you encounter or observe that pace of meal is noticeably delayed or rushed

RB2615-t

MGS Search OPS-FNB-100

Cold Beverages and Juices

Q# Group Category / Area To Address Points

CAB5RB026 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Cold Beverages and Juices

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Cold beverage/juice not ordered

A choice of juices must minimally include

• (2) Fresh or distinctive

Cold beverages other than juices must be served, at time of delivery, with:

• Solid, square ice cubes, if ice is used

o (RC, RCC): Unless dictated otherwise for specialty cocktail

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if any of the above are not followed

CAB5RB026

MGS Search OPS-FNB-055

Coffee and Specialty Coffee Presentation

Q# Group Category / Area To Address Points

RB2607 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Coffee and Specialty Coffee Presentation

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Coffee or specialty coffee not ordered

Coffee service:

• Server must ask for guest's preference of accompaniments (e.g., sugar, milk, cream) prior to delivery
o It is acceptable for the accompaniments to be preset on the table at buffet only restaurants
• Requested accompaniments must be delivered at or before time of delivery

Espresso/espresso type beverages:

• Available upon request

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

Mark No if any of the above are not followed

RB2607

MGS Search OPS-FNB-055

Hot Tea Presentation

Q# Group Category / Area To Address Points

RB2604 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Hot Tea Presentation

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Tea not ordered or observed

Tea:

• If served loose:
o Brewed in a pot
o Strainer provided
▪ It is acceptable if strainer is built into the pot

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• If served tea bags

o At least (1) tea bag
o Served with a pot of hot water
▪ China pot or insulated pot specifically for tea service
• Requested accompaniments must be delivered at or before time of delivery

Mark No if any of the above are not followed

RB2604

MGS Search OPS-FNB-055

Server exemplifies tenets of luxury dining

Q# Group Category / Area To Address Points

RB2603 Restaurant – Breakfast Staff Service / Touchpoint Service 16

Criteria Server exemplifies tenets of luxury dining

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
• Restaurant is a licensed concept

Server provides exceptional service:

• Courses simultaneously brought to table for all guests

o Food delivered to correct person without asking
• Courses were not cleared before finished or without asking if finished
• Soiled cutlery replaced after every course and cutlery replaced as needed (ex: steak knife, fish knife,
etc.)
• The level of interest in service remains constant and positive throughout the meal
• Server asks if food satisfactory at every course and takes corrective action if needed
• Repeat back beverage type when offering to refresh beverage (e.g., "Would you like another triple
non-fat cappuccino?", "Certainly, I would be happy to bring you another glass of fresh squeezed
orange juice")
• Food not served over guest's shoulder, but from the side

Interact with server and Mark No if you encounter or observe any of the items listed above are missing

RB2603

MGS Search OPS-FNB-100C

Beverage was properly prepared and met guest expectations for taste

Q# Group Category / Area To Address Points

CAB5RB037 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Beverage was properly prepared and met guest expectations for taste

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Beverage must be:

• Meet expectations for taste

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

Mark No if any of the above is not met

CAB5RB037

MGS Search OPS-FNB-055

All food was visually appealing and met guest expectations with regard to taste

Q# Group Category / Area To Address Points

CAB5RB030 Restaurant – Breakfast Staff Service / Touchpoint Service 4

Criteria All food was visually appealing and met guest expectations with regard to taste

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Food presentations must be:

• Made of high quality and fresh ingredients

• Complete, with no missing or incorrect items
• Delivered at right temperature (cold/hot/warm)
• Properly prepared to guest request (e.g., well-done, no salt)
• Meet expectations for taste
• Attractive plate presentation
• Be visually appealing
o Food in different courses served on tableware that is varied in appearance (e.g., size,
shape, color or patterns), if applicable
o Food presentations are interesting (e.g., varying heights, color contrasts, textures)
o Food is not presented in a way that is difficult to eat

Mark No if any of the above is not met

CAB5RB030

MGS Search OPS-FNB-055

Buffets have adequate food availability and visual appeal

Q# Group Category / Area To Address Points

CAB5RB031 Restaurant – Breakfast Staff Service / Touchpoint Service 4

Criteria Buffets have adequate food availability and visual appeal

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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
• Buffet not present
• Restaurant is a licensed concept

Buffet food and beverage presentations must:

• Be well-stocked and fresh and appetizing in overall appearance

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

Mark No if any of the above is not met

CAB5RB031

MGS Search OPS-FNB-055

Server properly presents the check

Q# Group Category / Area To Address Points

RB2611 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Server properly presents the check

Mark N/A if 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

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

Mark No if you encounter or observe any of the above not met

RB2611

MGS Search OPS-FNB-100C

Server must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

RB2603-r Restaurant – Breakfast Staff Service / Branded Service 4

Criteria Server must “Own It” – take responsibility and make it happen

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

RB2603-r

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

RB2609 Restaurant – Breakfast Staff Service / Branded Service 4

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

Mark N/A if any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RB2609

MGS Search HR-205

HR-021

Server does not decline a request without offering alternatives

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

RB2616 Restaurant – Breakfast Staff Service / Touchpoint Service 2

Criteria Server does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Server meets request

If a special request is made, server must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

RB2616

MGS Search HR-205

HR-021

Server must Remix Luxury

Q# Group Category / Area To Address Points

RB2615 Restaurant – Breakfast Staff Service / Branded Service 4

Criteria Server must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RB2615

MGS Search HR-205

HR-021

Server exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

RB2617 Restaurant – Breakfast Staff Service / Branded Service 4

Criteria Server exemplified - "Ace the Basics" and put the guest at the center of everything they did

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server must follow the Ace the Basics service foundation: We are committed to putting the guest at the center
of everything. We are present, master every detail, and make every moment and surface shine. Our luxury
guests expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

RB2617

MGS Search OPS-FRO-175B

HR-205

HR-021

Server provides a professional persona

Q# Group Category / Area To Address Points

CAB5RS7040 Restaurant – Breakfast Staff Service / Branded Service 4

Criteria Server provides a professional persona

Server must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5RS7040

MGS Search HR-205

Server - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABRS9902 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Server - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABRS9905 Restaurant – Breakfast Staff Service / Core Service 4

Criteria Server - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABRS9905

MGS Search OPS-FRO-175B

Server - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABRS9906 Restaurant – Breakfast Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABRS9907 Restaurant – Breakfast Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

RB2630 Restaurant – Breakfast Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,

Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

RB2630

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Restaurant – Facility

Disposable Food & Beverage Containers

Q# Group Category / Area To Address Points

CABBOH030 Restaurant – Facility MI Initiatives / Fulfillment 4

Criteria Disposable Food & Beverage Containers

Mark N/A if no disposable food and/or beverage containers were observed

Disposable food and beverage containers including plates, bowls, mugs, cups, saucers, and serving trays (food
service containers), must not be made of expanded/injected molded foam, also known as polystyrene or
Styrofoam®

Note: This does not apply to coffee cup lids, forks, knives, or spoons, as there are no viable options for this
product line today. When reusable materials are not an option, products must meet one of the following criteria:

• Be compostable in a commercial composting system

• Be recyclable (unless hotel is located in a locale with single-use plastic ban legislation)

Mark No if polystyrene (i.e. Styrofoam®) disposable products are used throughout food and beverage service
and packaging (plates, bowls, cups, and to go containers)

CABBOH030

MGS Search OPS-SUS-014

Restaurant Cleanliness - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABREST003 Restaurant – Facility Cleanliness / High Guest Impact 4

Restaurant Condition - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABREST004 Restaurant – Facility Maintenance & Upkeep / High Guest 4
Impact

Restaurant Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABREST005 Restaurant – Facility Cleanliness / High Guest Impact 4

Restaurant Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABREST006 Restaurant – Facility Maintenance & Upkeep / High Guest 4
Impact

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

W Insider

Enter position of Talent you interacted with

Q# Group Category / Area To Address Points

WI2605 W Insider Staff Service / Touchpoint Service

Criteria Enter position of Talent you interacted with

Enter name of Talent you interacted with

Click to select who you interacted with: W Insider, Whatever/Whenever Talent, Concierge, Unknown

WI2605

W Insider service is provided promptly

Q# Group Category / Area To Address Points

WI2617 W Insider Staff Service / Touchpoint Service 4

Criteria W Insider service is provided promptly

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

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

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

W Insider must call guest back within 15 minutes if contacted by guest by phone and immediate assistance is
not possible

Concierge services must be available to guests 24 hours per day, 7 days per week, regardless of Lobby
Concierge Desk hours

• It is acceptable for those other than the Lobby Concierge to handle requests after Lobby Concierge
Desk is closed
• It is acceptable for the Lobby Concierge telephone to be forwarded to another department (e.g.,
Whatever/Whenever) to handle requests
• The department handling after hours requests, whether in person or by phone, must assist the guest
o It is not acceptable for the others to take a message rather than assist the guest

Mark No if any of the above is not met

WI2617

MGS Search OPS-FRO-290G

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

WI2603 W Insider Staff Service / Core Service 16

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

WI2604 W Insider Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

WI2606 W Insider Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

OPS-FRO-283

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

WI2618 W Insider Brand Promise / Branded Product 2

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day

W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in W Wardrobe

WI2618

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-283

Brand Pin is Worn

Q# Group Category / Area To Address Points

WI2610 W Insider Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

WI2610

MGS Search OPS-FRO-283

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

WI2607 W Insider Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

W Insider must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

WI2603-r W Insider Staff Service / Branded Service 4

Criteria W Insider must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

effectively Own It, Talent must:

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

WI2603-r

MGS Search OPS-FRO-175J

HR-021

W Insider does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

WI2616 W Insider Staff Service / Touchpoint Service 2

Criteria W Insider does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• W Insider meets request
• Area/service not selected for evaluation

If a special request is made, W Insider must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

WI2616

MGS Search HR-205

HR-021

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

Q# Group Category / Area To Address Points

WI2604-a W Insider Staff Service / Branded Service 4

Criteria W Insider must “Keep It Real” and bring their personality to work

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to

Page 147 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

WI2604-a

MGS Search HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

WI2615 W Insider Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

WI2615

MGS Search HR-205

HR-021

W Insider exemplified – “Ace the Basics” and put the guest at the center of everything they
did

Q# Group Category / Area To Address Points

WI2612 W Insider Staff Service / Branded Service 4

Criteria W Insider exemplified - "Ace the Basics" and put the guest at the center of everything they did

W Insider must follow the Ace the Basics service foundation: We are committed to putting the guest at the
center of everything. We are present, master every detail, and make every moment and surface shine. Our
luxury guests expect us to ace the basics, and we deliver. This includes being:

Page 148 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

WI2612

MGS Search OPS-FRO-175B

HR-205

HR-021

Concierge provides a professional persona

Q# Group Category / Area To Address Points

WI2624 W Insider Staff Service / Branded Service 4

Criteria Concierge provides a professional persona

W Insider must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

WI2624

MGS Search HR-205

W Insider helped guest gain insider access to the city

Q# Group Category / Area To Address Points

WI2602 W Insider Staff Service / Branded Service 4

Criteria W Insider helped guest gain insider access to the city

W Insider enhanced the guest stay by giving insider access to the city or by being attentive to the guests needs.

W Insider enhances the guest stay by giving original, insider access to the city.

W Insider connects to as many guests as possible and is knowledgeable of local cultural destinations including

Page 149 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

restaurants, galleries, design points of interest, and boutiques.

W Insider is approachable and attentive.

Mark No if any of the above is not met

WI2602

MGS Search OPS-FRO-290G

OPS-FRO-280E

W Insider provides reservation services

Q# Group Category / Area To Address Points

WI2622 W Insider Staff Service / Touchpoint Service 4

Criteria Concierge provides reservation services

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

W Insider must:

• Offer to make reservations/book tickets for suggested venues (e.g., restaurants, local attractions),
if applicable
• Make reservation if service is accepted by the guest
• Offer to provide directions/transportation options to the venue

Mark No if you any of the above criteria is not met

WI2622

MGS Search OPS-FRO-290G

Confirmation

Q# Group Category / Area To Address Points

WI2623 W Insider Staff Service / Touchpoint Service 4

Criteria Confirmation

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

• A reservation was not made

W Insider must:

• Offer to provide a confirmation for every reservation

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

Confirmation must be:

Page 150 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Computer-generated or typed (if not digital)

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

Mark No if any of the above is not met

CAB5LC003

MGS Search OPS-FRO-290G

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

WI2608 W Insider Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

WI2608

MGS Search OPS-FRO-175B

OPS-FRO-175

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

WI2609 W Insider Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

WI2611 W Insider Staff Service / Core Service 0

MGS Search OPS-FRO-175B

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

WI2613 W Insider Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

LC2630

MGS Search HR-021

W Insider is on Staff and Scheduling

Q# Group Category / Area To Address Points

B2603 W Insider Staff Service / Branded Service 2

Criteria W Insider is on Staff and Scheduling

Mark N/A if W Insider position is vacant for 30 days or less (documentation of job posting required)

W Insider Program must minimally be:

• W Insider position on Staff

• W Insider scheduled during peak times

If W Insider position Is vacant for more than 30 days Mark No

Check schedule to confirm elements are in place

Mark No if any of the above is not met

B2603

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Guest Request

Telephone - Telephone etiquette

Q# Group Category / Area To Address Points

CABGR9911 Guest Request Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

OPS-FRO-297B

Telephone – Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABGR9912 Guest Request Staff Service / Core Service 2

MGS Search OPS-FRO-175B

Operator reacts as appropriate and sets expectation for resolution

Q# Group Category / Area To Address Points

CAB5RAP002 Guest Request Staff Service / Touchpoint Service 4

Criteria Operator reacts as appropriate and sets expectation for resolution

Mark N/A if you find any of the following:

• Service or area is not evaluated

Operator must:

• Question effectively to uncover the guest’s need (e.g., repair in room, towel delivery)
• Offer apology if guest is calling due to a defect
• Provide time quote for response
o It is acceptable if quote is non-specific (e.g., "Immediately", "They will be right up")

Mark No if you experience or observe any of the above criteria not met

CAB5RAP002

MGS Search OPS-FRO-175J

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

RAP2603 Guest Request Staff Service / Branded Service 2

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

RAP2603

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CAB5GR002 Guest Request Staff Service / Touchpoint Service 4

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

The associate must confirm the caller's request by repeating back key details to ensure correct understanding

Mark No if any of the above is not met

CAB5GR002

MGS Search OPS-FRO-297

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABGR9902 Guest Request Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABGR9905 Guest Request Staff Service / Core Service 4

Criteria Telephone - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

CABGR9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABGR9906 Guest Request Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABGR9907 Guest Request Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Timely response and service provided

Q# Group Category / Area To Address Points

WPR2618 Guest Request Staff Service / Touchpoint Service 4

Criteria Timely response and service provided

Mark N/A if you find any of the following:

• Service or area is not evaluated

• Not present during service response

Whatever/Whenever Talent must minimally:

• Rectify problem within 10 minutes after arriving or provide time estimate for resolution if applicable

Interact with Whatever/Whenever Talent and Mark No if you observe the following:

• Estimate of resolution time not provided (if longer than 10 minutes)

WPR2618

MGS Search OPS-FRO-175J

Delivery - Room delivery announcement

Q# Group Category / Area To Address Points

CABGRD9910 Guest Request Staff Service / Touchpoint Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175

Delivery - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABGRD9901 Guest Request Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABGRD9903 Guest Request Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Delivery - Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABGRD9904 Guest Request Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Brand Pin is Worn

Q# Group Category / Area To Address Points

RAP2610 Guest Request Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Individual previously encountered during the same day

W pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

RAP2610

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-283

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

RS2602 Guest Request Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Service or area is not evaluated

• Not present during service

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

RS2602

MGS Search OPS-FRO-175J

Guest Request Resolution

Q# Group Category / Area To Address Points

RS2603 Guest Request Staff Service / Touchpoint Service 4

Criteria Guest Request Resolution

Mark N/A if you find any of the following:

• Service or area is not evaluated

Whatever/Whenever Agent must minimally:

• Request permission to enter the room, if applicable

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

Mark No if any of the above criteria is not met

RS2603

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175J

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

Q# Group Category / Area To Address Points

RAP2602 Guest Request Staff Service / Branded Service 4

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

Mark N/A if you find any of the following:

• Service or area is not evaluated

• Not present during service

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

RAP2602

MGS Search HR-205

HR-021

Request is not declined without offering alternatives

Q# Group Category / Area To Address Points

RAP2616 Guest Request Staff Service / Touchpoint Service 4

Criteria Request is not declined without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Request met

If guest makes a special request:

• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above criteria not met

RAP2616

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search HR-205

Talent must Remix Luxury

Q# Group Category / Area To Address Points

RAP2615 Guest Request Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

RAP2615

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

RAP2605 Guest Request Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

RAP2605

MGS Search OPS-FRO-175B

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

HR-205

HR-021

Whatever/Whenever Agent provides a professional persona

Q# Group Category / Area To Address Points

GR2601 Guest Request Staff Service / Branded Service 4

Criteria Whatever/Whenever Agent provides a professional persona

Whatever/Whenever Agent must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

GR2601

MGS Search HR-205

Delivery - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABGRD9902 Guest Request Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Delivery - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABGRD9905 Guest Request Staff Service / Core Service 4

Criteria Delivery - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABGRD9905

MGS Search OPS-FRO-175B

Delivery - Warm and sincere closing offered and appreciation demonstrated

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Q# Group Category / Area To Address Points

CABGRD9906 Guest Request Staff Service / Core Service 4

MGS Search OPS-FRO-175

Follow up call was received

Q# Group Category / Area To Address Points

CAB5GR004 Guest Request Staff Service / Branded Service 2

Criteria Follow up call was received

Mark N/A if service or area is not evaluated

Hotel must place a follow up call within 30 minutes of problem resolution

• It is not acceptable if calls are made after 9:00 PM

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

Mark No if any of the above criteria is not met

CAB5GR004

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABGRD9907 Guest Request Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

RAP2630 Guest Request Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

RAP2630

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Whatever/Whenever

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABWPR9911 Whatever/Whenever Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone – Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABWPR9912 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Whatever/Whenever Agent is knowledgeable and confident

Q# Group Category / Area To Address Points

RS2601 Whatever/Whenever Staff Service / Branded Service 2

Criteria Whatever/Whenever Agent is knowledgeable and confident

Mark N/A if interaction did not allow question

Whatever/Whenever Agent must follow the Remix Luxury service foundation: We master modern, anticipatory
service. We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs
every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

RS2601

MGS Search OPS-FRO-175

Whatever/Whenever Talent reacts as appropriate and sets expectation for resolution

Q# Group Category / Area To Address Points

WPR2612 Whatever/Whenever Staff Service / Touchpoint Service 4

Criteria Whatever/Whenever Talent reacts as appropriate and sets expectation for resolution

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if you find any of the following:

• Service or area is not evaluated

Whatever/Whenever Talent must:

• Question effectively to uncover the guest’s need (e.g., repair in room, towel delivery)
• Offer apology if guest is calling due to a defect
• Provide time quote for response
o It is acceptable if quote is non-specific (e.g., "Immediately", "They will be right up")

Contact Whatever/Whenever and Mark No if you experience or observe the following:

• Time quote for response not provided

WPR2612

MGS Search OPS-FRO-175J

Request is not declined without offering alternatives

Q# Group Category / Area To Address Points

WPR2616 Whatever/Whenever Staff Service / Touchpoint Service 4

Criteria Request is not declined without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Request met

If guest makes a special request:

• Not just say “No” but offer alternatives that may help meet the need in another way

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

• Alternatives not offered

WPR2616

MGS Search HR-205

Whatever/Whenever Talent offers to purchase item if not readily available

Q# Group Category / Area To Address Points

RAP2601 Whatever/Whenever Staff Service / Branded Service 4

Criteria Whatever/Whenever Talent offers to purchase item if not readily available

Mark N/A if you find any of the following:

• Item is readily available

• Interaction was for problem resolution

Talent must:

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Offer to have item purchased for guest

• Offer made without hesitation
• Not include “runner’s fee"

Interact with talent and Mark No if you find any of the above not met

RAP2601

MGS Search OPS-FRO-290G

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABWPR9902 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABWPR9905 Whatever/Whenever Staff Service / Core Service 4

Telephone - Proactive additional assistance offered to the guest

Criteria
Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABWPR9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABWPR9906 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABWPR9907 Whatever/Whenever Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Enter department name of person who responded to request, if provided

Q# Group Category / Area To Address Points

WPR2614 Whatever/Whenever Staff Service / Touchpoint Service

Criteria Enter Department name of person who responded to request, if provided

Enter name of Talent you interacted with

WPR2614

Delivery - Room Delivery Announcement

Q# Group Category / Area To Address Points

CABWPRD9910 Whatever/Whenever Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Delivery - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABWPRD9901 Whatever/Whenever Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABWPRD9903 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Delivery - Well-groomed and professional, wearing a uniform

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABWPRD9904 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Brand Pin is Worn and

Q# Group Category / Area To Address Points

WPR2610 Whatever/Whenever Brand Promise / Branded Product 2

Criteria Brand Pin is Worn and

Mark N/A if any of the following:

• Talent is not encountered

• Talent is third party
• Individual previously encountered during the same day
• Engineering associate encountered and pride pin is not worn and not embroidered

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

WPR2610

MGS Search OPS-FRO-283

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

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

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Service or area is not evaluated

• Not present during service
• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

CAB5RAP007-r

MGS Search OPS-FRO-175J

HR-021

Whatever/Whenever Talent must “Keep It Real” and bring their personality to work

Q# Group Category / Area To Address Points

WPR2601 Whatever/Whenever Staff Service / Branded Service 4

Criteria Whatever/Whenever Talent must “Keep It Real” and bring their personality to work

Mark N/A if you find any of the following:

• Service or area is not evaluated

• Not present during service

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

WPR2601

MGS Search HR-205

HR-021

Delivery - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABWPRD9902 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Delivery - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABWPRD9905 Whatever/Whenever Staff Service / Core Service 4

Delivery - Proactive additional assistance offered to the guest

Criteria
Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

MGS Search OPS-FRO-175B

Delivery - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABWPRD9906 Whatever/Whenever Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABWPRD9907 Whatever/Whenever Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

WPR2630 Whatever/Whenever Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,

Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

WPR2630

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Housekeeping – Turndown Service

Turndown service is provided on time

Q# Group Category / Area To Address Points

TD2603 Housekeeping – Turndown Service Staff Service / Touchpoint Service 4

Criteria Turndown service is provided on time

Mark N/A if any of the following:

• Hotel is an urban W Escape, or non-urban W Escape with more than 150 rooms, AND guest is not a
Platinum Elite or higher, a VIP, or staying in a suite

Turndown service must be provided by 9:00 pm for:

• All Platinum Elite, Titanium Elite, Ambassador Elite, VIP and suite guests, regardless of type and size
of hotel
• All guests at non-urban W Escapes with 150 rooms or less
• Any guest who requests the service

Mark No if any of the following:

• No turndown service is provided when required

• Room is not turned down by the required time

TD2603

MGS Search OPS-HKP-088F

Guestroom is set to an evening ambiance

Q# Group Category / Area To Address Points

CAB5TD007 Housekeeping – Turndown Service Brand Promise / Design Approach & 4
Aesthetic

Criteria Guestroom is set to an evening ambiance

(W): Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Evening ambiance must include:

• Curtains, shutters or equivalent are closed

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

Mark No if any of the above is not met

CAB5TD007

MGS Search OPS-HKP-088F

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Television set to W Vision

Q# Group Category / Area To Address Points

TD2601 Housekeeping – Turndown Service Staff Service / Branded Service 2

Criteria Television set to W Vision

Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Television set must minimally be:

• Set to W Vision channel

• Volume set at a low level

Mark No if any of the above is not met

TD2601

MGS Search OPS-HKP-088F

Guestroom living area receives second service

Q# Group Category / Area To Address Points

CAB5TD006 Housekeeping – Turndown Service Staff Service / Touchpoint Service 2

Criteria Guestroom living area receives second service

(W): Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Guestroom second service must include:

• In-Room Dining articles removed, if applicable

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

Mark No if any of the above criteria is not met

CAB5TD006

MGS Search OPS-HKP-088F

Guest belongings have been straightened

Q# Group Category / Area To Address Points

CAB5TD004 Housekeeping – Turndown Service Staff Service / Touchpoint Service 2

Criteria Guest belongings have been straightened

(W): Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Guest belongings must:

• Shoes are neatly paired and straightened

• Guest clothing left on floor or furnishings is neatly folded and left within immediate guest view
• Newspapers are neatly arranged
• Personal toiletries left out on counter are neatly straightened

Mark No if any of the following:

• Personal belongings have not been straightened

• No turndown service is provided

CAB5TD004

MGS Search OPS-HKP-088F

Bed Turndown

Q# Group Category / Area To Address Points

TD2604 Housekeeping – Turndown Service Staff Service / Touchpoint Service 4

Criteria Bed Turndown

Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Bed turndown must include:

• Bed linens turned back

• Pillows laid flat, with decorative pillow(s) removed, if applicable

Mark No if any of the following:

• Bed turndown does not meet required standard

• No turndown service is provided

TD2604

MGS Search OPS-HKP-088F

Bathroom receives second cleaning

Q# Group Category / Area To Address Points

CAB5TD008 Housekeeping – Turndown Service Staff Service / Touchpoint Service 4

Criteria Bathroom receives second cleaning

(W): Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Bathroom second service must include:

• Countertops - clean and dry

• Toilet and floor - clean
• Sink - clean

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Tub and shower - clean

Mark No if any of the above is not met

CAB5TD008

MGS Search OPS-HKP-088F

Bathroom products are refreshed

Q# Group Category / Area To Address Points

TD2602 Housekeeping – Turndown Service Staff Service / Touchpoint Service 4

Criteria Bathroom products are refreshed

Mark N/A if Guest at a hotel, urban W Escape or non-urban W Escape with 151 or more rooms AND is not
a Platinum Elite, Titanium Elite, Ambassador Elite, a VIP or in a suite

Bathroom second service must include:

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

Mark No if any of the above is not met

TD2602

MGS Search OPS-HKP-088F

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Housekeeping - Day Service

Housekeeping service is provided on time

Q# Group Category / Area To Address Points

HSK2608 Housekeeping - Day Service Staff Service / Touchpoint Service 16

Criteria Housekeeping service is provided on time

Housekeeping must be provided:

• By 4:00pm if no request is made

Mark No for any of the following:

• Room not cleaned by 4:00pm

HSK2608

MGS Search OPS-HKP-088

Guest’s linen reuse request is honored

Q# Group Category / Area To Address Points

CAB5HSK031 Housekeeping - Day Service Staff Service / Touchpoint Service 2

Criteria Guest’s linen reuse request is honored

Mark N/A if guest has not hung up towels for reuse

Housekeeper must minimally:

• Replace towels that are left on the floor

• Not replace towels left hanging on hook or towel rack by guest

Review cleaned room and Mark No if items have not been straightened

CAB5HSK031

MGS Search OPS-HKP-088

Furnishings are straightened

Q# Group Category / Area To Address Points

CAB5HSK004 Housekeeping - Day Service Staff Service / Touchpoint Service 2

Criteria Furnishings are straightened

Guestroom furnishings must be returned to their original place or position:

• Curtains or shutters open

• TV armoire closed, if applicable

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Phone cords – coiled or hung; not tangled

• Ice bucket – empty, dry and clean

Review cleaned room and Mark No if furnishings have not been straightened

CAB5HSK004

MGS Search OPS-HKP-088

Products in the room are replenished and straightened

Q# Group Category / Area To Address Points

CAB5HSK030 Housekeeping - Day Service Staff Service / Touchpoint Service 2

Criteria Products in the room are replenished and straightened

Products must be replaced if missing/used:

• Laundry bag
• Laundry order form
• Coffee set up and amenities (e.g., coffee, sweetener) - clean, replenished
• Glassware
• Stationery and envelopes, if applicable
• Notepads/cards and pens
• Collateral and brochures
• Products must be returned to original position
o If guest has obviously arranged items to their liking (e.g., cleared the desk for their
computer, moved the magazine to the bedside table to read) items should be straightened
in the new location

Review cleaned room and Mark No if 2 or more items have not been straightened, replenished or returned

CAB5HSK030

MGS Search OPS-HKP-093

OPS-HKP-088

OPS-HKP-088

Bedding is properly serviced and is clean and in good condition

Q# Group Category / Area To Address Points

CAB5HSK010 Housekeeping - Day Service Staff Service / Touchpoint Service 4

Criteria Bedding is properly serviced and is clean and in good condition

Evaluate adherence to hotel's linen re-use program

• To check pillows:
o Check outside of all pillow cases
• To check bedding:
o Check both sides of bed scarf or bedspread/comforter/duvet, if applicable
o Check top side of decorative top sheet (US/CAN, CALA, EMEA) (when present) (W, LC)

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

MGS Search OPS-HKP-088

Personalized Touch added during Day service

Q# Group Category / Area To Address Points

HSK2601 Housekeeping - Day Service Staff Service / Branded Service 4

Criteria Personalized Touch added during Day service

Style talent must add a personalized touch during the day service based on in-room cues (e.g., replace near
empty toothpaste, add glass cleaning cloth next to glasses, provide bookmark)

Mark No if personalized touch is not evident

HSK2601

MGS Search OPS-HKP-088M

Carpet/floor is clean

Q# Group Category / Area To Address Points

CAB5HSK011 Housekeeping - Day Service Staff Service / Touchpoint Service 4

Criteria Carpet/floor is clean

Check carpet, carpet base, floor and transition strips

Mark No if you find cleanliness issues

CAB5HSK011

MGS Search OPS-HKP-088

Balcony/patio furniture is clean and straightened

Q# Group Category / Area To Address Points

CAB5HSK012 Housekeeping - Day Service Staff Service / Touchpoint Service 2

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Balcony/patio furniture is clean and straightened

Mark N/A if you find any of the following:

• Guestroom/suite does not have a balcony/patio

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

CAB5HSK012

MGS Search OPS-HKP-088

No malodors are present

Q# Group Category / Area To Address Points

HSK2602 Housekeeping - Day Service Staff Service / Touchpoint Service 4

Criteria No malodors are present

Check to ensure that no malodors are present in room/suite

Mark No if you find any of the following:

• Mildew or musty odor

• Smoke or food odor
• Other odors

HSK2602

MGS Search OPS-HKP-088

W Scent is present

Q# Group Category / Area To Address Points

HSK2607 Housekeeping - Day Service Brand Promise / Design Approach & 4
Aesthetic

Criteria W Scent is present

Check to ensure that the room/suite odor is W Scent

Mark No if any of the above criteria is not met

HSK2607

MGS Search OPS-FRO-295D

Trash cans are emptied

Q# Group Category / Area To Address Points

CAB5HSK006 Housekeeping - Day Service Staff Service / Touchpoint Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Trash cans are emptied

All trash cans must be emptied and left with clean liners during housekeeping service

• Plastic bag liners are not acceptable (W)

Check all trash cans and Mark No if you find any of the following:

• Any trash can not emptied

• Liner(s) missing/dirty
• Trash/debris left in room

CAB5HSK006

MGS Search OPS-HKP-088

Bath amenities/terry replaced/straightened

Q# Group Category / Area To Address Points

HSK2606 Housekeeping - Day Service Staff Service / Touchpoint Service 4

Criteria Bath amenities/terry replaced/straightened

Bath terry and amenity service must minimally include:

• Bud vase flowers maintained, if provided

• Guest amenities:
o Refreshed with new if less than 2/3 depleted
▪ Reveal on side of bottle should be used to determine how full amenities are, if
applicable
o Neatly arranged
o It is acceptable if any used amenities are present in addition to the new, refreshed set
▪ It is acceptable if the new amenities are placed elsewhere in the bathroom (i.e.
counter) rather than in the bath/shower
• Hair dryer cord properly coiled and neatly placed or neatly bundled with appropriate cord tie
• Glasses replenished, spot free and placed on coaster
• Towels replaced to original stock
• Bathroom area rugs fresh and neatly in place
• Robes available for guest
• Bathroom tissue tipped

Review cleaned room and Mark No if items have not been straightened

HSK2606

MGS Search OPS-HKP-093

OPS-HKP-088

Vanity, sink, mirrors, cabinets and drawers are clean

Q# Group Category / Area To Address Points

CAB5HSK007 Housekeeping - Day Service Staff Service / Touchpoint Service 16

Criteria Vanity, sink, mirrors, cabinets and drawers are clean

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Check cabinets, caulking, doors, drawers, hardware, mirrors, shelf, sink, tissue box/cover and vanity

Mark No if you find any cleanliness issues

CAB5HSK007

Toilet, tub/shower and shower curtain are clean

Q# Group Category / Area To Address Points

CAB5HSK008 Housekeeping - Day Service Staff Service / Touchpoint Service 16

Criteria Toilet, tub/shower and shower curtain are clean

Rub your hand:

• On the bathtub bottom to check for dirt build-up

• On and under the soap dishes to check for soap residue
• On the shower walls/surround to check for soap residue

Rub the inside of the shower curtain and/or liner together to check for buildup

Check both sides of liner and curtain and pay particular attention to the bottom seam

Check bathtub, bidet, caps, caulking, grout, hinges, hooks, lid, liner, seat, shower curtain, shower doors,
shower walls/surround, soap dishes, tank and toilet and Mark No if you find any cleanliness issues

CAB5HSK008

MGS Search OPS-HKP-088

Bathroom floor is clean

Q# Group Category / Area To Address Points

CAB5HSK009 Housekeeping - Day Service Staff Service / Touchpoint Service 16

Criteria Bathroom floor is clean

Check base, corners, edges, floor, grout, threshold and transition strip and Mark No if you find any cleanliness
issues

CAB5HSK009

MGS Search OPS-HKP-088

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABHSK9901 Housekeeping - Day Service Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABHSK9904 Housekeeping - Day Service Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

HSK2604 Housekeeping - Day Service Brand Promise / Branded Product 2

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day
• Talent not observed

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

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

Mark No if any of the above criteria is not met

HSK2604

MGS Search OPS-FRO-283

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABHSK9901a Housekeeping - Day Service Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABHSK9904a Housekeeping - Day Service Staff Service / Core Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Fitness Center

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABFC9901 Fitness Center Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABFC9903 Fitness Center Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABFC9904 Fitness Center Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Brand Pin is Worn

Q# Group Category / Area To Address Points

FC2610 Fitness Center Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

FC2610

MGS Search OPS-FRO-283

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

FC2615 Fitness Center Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

FC2615

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

FC2603-r Fitness Center Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

FC2603-r

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

FC2611 Fitness Center Staff Service / Branded Service 4

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

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
• Hotel does not have a Fitness Center
• Attendant not encountered

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

FC2611

MGS Search HR-205

HR-021

Attendant does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

FC2616 Fitness Center Staff Service / Touchpoint Service 2

Criteria Attendant does not decline a request without offering alternatives

Mark N/A if any of the following:

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• No request is made above and beyond normal services offered

• Area not present at hotel
• Attendant meets request
• Attendant not encountered

If a special request is made, attendant must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

FC2616

MGS Search HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

FC2617 Fitness Center Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

FC2617

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

FC2607 Fitness Center Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

FC2607

MGS Search OPS-FRO-175B

HR-205

HR-021

Attendant provides a professional persona

Q# Group Category / Area To Address Points

CAB5FC004 Fitness Center Staff Service / Branded Service 4

Criteria Attendant provides a professional persona

Mark N/A if Attendant not encountered

Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the criteria not met

CAB5FC004

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABFC9902 Fitness Center Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Proactive additional assistance offered to the guest

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABFC9905 Fitness Center Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABFC9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABFC9906 Fitness Center Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABFC9907 Fitness Center Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

FC2630 Fitness Center Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

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
• Area not present at hotel

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

FC2630

MGS Search HR-021

Fitness Equipment Vendor

Q# Group Category / Area To Address Points

CABFC002 Fitness Center MI Initiatives / Fulfillment 4

Criteria Fitness Equipment Vendor

Mark N/A if any of the following:

• Facility not present

• Area is under complete renovation and not available for guest use
• Facility is leased and not operated by hotel

Fitness center cardio and strength equipment must be:

• From the following approved manufacturers:

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

Mark No if any of the following:

• Unapproved manufacturer is present

• Cardio equipment manufacturers are mixed and matched
• Strength equipment manufacturers are mixed and matched

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• Brand approved manufacturer(s) are not present

CABFC002

MGS Search OPS-FIT-011B

FIT meets minimum hours of operation

Q# Group Category / Area To Address Points

FC2601 Fitness Center Brand Promise / Operational 2
Product

Criteria FIT meets minimum hours of operation

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use
• Area not present at hotel
• FIT is operated by a 3rd party

FIT must be open 24 hours a day and 7 days a week

Mark No if any of the above is not met

FC2601

MGS Search OPS-FIT-011A

FIT available complimentary for all guests

Q# Group Category / Area To Address Points

FC2602 Fitness Center Brand Promise / Operational 2
Product

Criteria FIT available complimentary for all guests

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use
• Area not present at hotel

FIT must be available to all guests at no charge

Mark No if any of the above is not met

FC2602

MGS Search OPS-FIT-011A

FIT music is provided

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

FC2603 Fitness Center Brand Promise / Design Approach & 2
Aesthetic

Criteria FIT music is provided

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use
• Area not present at hotel

FIT must provide background music from the FIT soundtrack

• Music must be audible

• Music must be upbeat (medium to fast tempo)

Mark No if and of the above criteria is not met

FC2603

MGS Search OPS-FIT-011C

FIT Television is Present

Q# Group Category / Area To Address Points

FC2605 Fitness Center Brand Promise / Operational 2
Product

Criteria FIT Television is Present

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use
• Area not present at hotel

FIT‘s television must minimally be:

• (1) Present
• 42 in (106.6 cm)
• Flat panel (e.g., LCD/LED/Plasma)
• HD capable

Mark No if any of the above is not met

FC2605

MGS Search OPS-FIT-011F

FIT Amenities

Q# Group Category / Area To Address Points

FC2604 Fitness Center Brand Promise / Operational 4
Product

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria FIT Amenities

Mark N/A if any of the following:

• Facility not present

• Area is under complete renovation and not available for guest use
• Area/service not selected for evaluation

FIT amenities must minimally include:

• Headphones
• Hand Towels
• Bottled water or water cooler with cup dispenser
• Disinfectant wipes
• Newspaper
• (2) Magazine selections
• Fresh, whole seasonal fruit (e.g., green apples)

Mark No if any of the above is not met

FC2604

MGS Search OPS-FIT-011F

FIT Fixed Amenities

Q# Group Category / Area To Address Points

FC2612 Fitness Center Brand Promise / Operational 2
Product

Criteria FIT Fixed Amenities

Mark N/A if any of the following:

• Facility not present

• Area is under complete renovation and not available for guest use
• Area/service not selected for evaluation

FIT fixed amenities must minimally include:

• Waste basket
• Towel receptacle
• Wall Clock
• (1) Clearly marked emergency telephone or "call box"
• Fitness Center rules must be prominently posted in English (at a minimum)

Mark No if above criteria is not met

FC2612

MGS Search OPS-FIT-011

Cardio and Strength Equipment

Q# Group Category / Area To Address Points

FC2606 Fitness Center Brand Promise / Operational 4
Product

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Cardio and Strength Equipment

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use
• Area not present at hotel

Cardio equipment must minimally include:

• Boxing bag, stand and gloves

o It is acceptable to have electronic boxing machine, head/torso punching stand or punching
dummy instead of boxing bag
• Speed bag
• Jump rope

If FIT is located near guestrooms, it is acceptable if boxing bag and/or speed bag are not present due to noise
issues

Mark No if any of the above is not met

FC2606

MGS Search OPS-FIT-011B

Strength and Stretching Equipment

Q# Group Category / Area To Address Points

FC2613 Fitness Center Brand Promise / Operational 4
Product

Criteria Strength and Stretching Equipment

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use
• Area not present at hotel

Strength and stretching equipment must minimally include:

• Strength
o Medicine ball
• Stretching
o Inflated stability ball
o Yoga mat

Review equipment and Mark No if above criteria is not met

FC2613

MGS Search OPS-FIT-011

BODY/FIT Weekly Programming

Q# Group Category / Area To Address Points

FC2608 Fitness Center Brand Promise / Operational 4
Product

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria BODY/FIT Weekly Programming

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use

BODY/FIT must minimally include:

• (1) Weekly activation (e.g., running club, instruction in fitness, yoga)

o Hotel must have BODY/FIT programming, even if hotel does not have a FIT present
o It is acceptable if hotel partners with local facility to offer BODY/FIT programming (e.g.,
local gym, running club)

Mark No if a weekly activation is not being offered

FC2608

MGS Search OPS-FIT-049

Fitness Center Cleanliness - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABFC005 Fitness Center Cleanliness / Low Guest Impact 4

Fitness Center Condition - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABFC006 Fitness Center Maintenance & Upkeep / Low Guest 4
Impact

Fitness Center Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABFC007 Fitness Center Cleanliness / Low Guest Impact 4

Fitness Center Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABFC008 Fitness Center Maintenance & Upkeep / Low Guest 4
Impact

Fitness Center Condition - Equipment Operation

Q# Group Category / Area To Address Points

CABFC001 Fitness Center Maintenance & Upkeep / Low Guest 16
Impact

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Pool

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABPL9901 Pool Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABPL9903 Pool Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABPL9904 Pool Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Brand Pin is Worn

Q# Group Category / Area To Address Points

PL2610 Pool Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Area is under complete renovation and unavailable for guest use

• Area is not evaluated
• Talent is not present
• Talent is third party
• WET Deck operated by a third party
• Individual previously encountered during the same day

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

PL2610

MGS Search OPS-FRO-283

Pool Attendant assists with guest's needs

Q# Group Category / Area To Address Points

CAB5PL002 Pool Staff Service / Touchpoint Service 4

Criteria Pool Attendant assists with guest's needs

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 outdoor pool and whirlpool
• Outdoor pool and whirlpool are closed due to seasonality
• Club/Hotel does not have a pool attendant and no other attendant was in the area
• Auditor did not experience or observe attendant interaction

Attendant must minimally:

• Offer or provide:
o Towels to each guest
o It is acceptable if towels and umbrellas/canopies are provided at the facility and not offered
by an associate (JW)
• Clear and straighten vacated chairs

It is acceptable if you are not greeted immediately upon arrival to the pool

Evaluate your service and observe others and Mark No if you find any of the above criteria is not met

CAB5PL002

MGS Search OPS-FIT-033A

WET Deck is available and open 24/7

Q# Group Category / Area To Address Points

PL2604 Pool Brand Promise / Operational 2
Product

Criteria WET Deck is available and open 24/7

Mark N/A if any of the following:

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• Area is under complete renovation and unavailable for guest use

• Area is not evaluated
• If WET Deck is only accessible through AWAY Spa and is not open 24/7

WET Deck must be open 24 hours a day and 7 days a week

• WET Deck must be open 24/7 but the pool does not need to be open 24/7 if it requires a lifeguard or
Talent on duty

Review signage and Mark No if any of the above is not met

PL2604

MGS Search OPS-FIT-050

Music is audible

Q# Group Category / Area To Address Points

PL2605 Pool Brand Promise / Design Approach & 2
Aesthetic

Criteria Music is audible

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Area is under complete renovation and not available for guest use

Music is audible

Mark NO if music is not audible

PL2605

MGS Search OPS-FRO-295B

WET Furniture meets brand standard

Q# Group Category / Area To Address Points

PL2606 Pool Brand Promise / Operational 2
Product

Criteria WET Furniture meets brand standard

Mark N/A if any of the following:

• Area is under complete renovation and unavailable for guest use

• Area is not evaluated

WET furniture minimally includes:

• Chaise lounge chairs with cushions

Mark NO if any of the above criteria is not met

PL2606

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FIT-033B

WET Amenities meet brand standard

Q# Group Category / Area To Address Points

PL2607 Pool Brand Promise / Operational 4
Product

Criteria WET Amenities meet brand standard

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated

WET complimentary amenities upon request must minimally include:

• Sunglass cleaning services, upon request

• Flotation devices
• Toys (e.g., balls)
• Suntan lotion

Mark No if any of the above is not met

PL2607

MGS Search OPS-FIT-033A

Pool Attendant must offer timely service

Q# Group Category / Area To Address Points

PL2608 Pool Staff Service / Branded Service 4

Criteria Pool Attendant must offer timely service

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 outdoor pool and whirlpool
• Outdoor pool and whirlpool are closed due to seasonality
• Encounter occurred outside of operating hours

Poolside dining ordering must minimally include:

• Ability for guest to place order within 5 minutes

Mark No if any of the above criteria is not met

PL2608

MGS Search OPS-FIT-033A

Poolside dining delivery must offer timely service

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

PL2602 Pool Staff Service / Branded Service 4

Criteria Poolside dining delivery must offer timely service

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 outdoor pool and whirlpool
• Outdoor pool and whirlpool are closed due to seasonality
• Encounter occurred outside of operating hours

Poolside dining service must minimally include:

• Drinks delivered within 15 minutes of order

• Food delivered within 30 minutes of order
• Check presented or credit established at delivery

Mark No if any of the above criteria not being followed

PL2602

MGS Search OPS-FIT-033A

Poolside Dining is Available

Q# Group Category / Area To Address Points

PL2601 Pool Staff Service / Branded Service 4

Criteria Poolside Dining is Available

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 pool
• Auditor did not experience or observe attendant interaction
• Encounter occurred outside of operating hours

Poolside side dining must minimally be:

• Available 11am - 5pm

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

Mark No if any of the above is not met

PL2601

MGS Search OPS-FIT-033A

Poolside dining uses non-breakable service/table ware

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

PL2603 Pool Brand Promise / Operational 4
Product

Criteria Poolside dining uses non-breakable service/table ware

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 pool
• Encounter occurred outside of operating hours

Poolside dining service must minimally use:

• High quality acrylic ware or other non-breakable product

Mark No if any of the above is not met

PL2603

MGS Search OPS-FIT-033A

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

PL2611 Pool Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

PL2611

MGS Search OPS-FRO-175J

HR-021

Attendant does not decline a request without offering alternatives

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

PL2616 Pool Staff Service / Touchpoint Service 4

Criteria Attendant does not decline a request without offering alternatives

Mark N/A if any of the following:

• Area/service not selected for evaluation

• No request is made above and beyond normal services offered
• Attendant meets request

If guest makes a special request Attendant must:

• Not just say “No” but offer alternatives that may help meet the need in another way

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

• Alternatives not offered

PL2616

MGS Search HR-205

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

Q# Group Category / Area To Address Points

PL2609 Pool Staff Service / Branded Service 4

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

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 outdoor pool and whirlpool
• Outdoor pool and whirlpool are closed due to seasonality
• Attendant interaction was not experienced or observed

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

PL2609

MGS Search HR-205

HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

PL2618 Pool Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

PL2618

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

PL2625 Pool Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

PL2625

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

PL2615 Pool Staff Service / Branded Service 4

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Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

PL2615

MGS Search OPS-FRO-175B

HR-205

HR-021

Attendant provides a professional persona

Q# Group Category / Area To Address Points

CAB5PL7040 Pool Staff Service / Branded Service 4

Criteria Attendant provides a professional persona

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Attendant not present

Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5PL7040

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

CABPL9902 Pool Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABPL9905 Pool Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABPL9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABPL9906 Pool Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABPL9907 Pool Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

PL2630 Pool Staff Service / Branded Service 4

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Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

PL2630

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

Q# Group Category / Area To Address Points

CAB5PL014 Pool Cleanliness / Low Guest Impact 4

Pool Condition - Walls/Fencing/Doors/Ceiling/Windows

Q# Group Category / Area To Address Points

CAB5PL015 Pool Maintenance & Upkeep / Low Guest 4
Impact

Pool Cleanliness - Floor/Deck/Interior Surface

Q# Group Category / Area To Address Points

CAB5PL012 Pool Cleanliness / Low Guest Impact 4

Criteria Pool Area Cleanliness - Floor/Deck

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 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

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CAB5PL012

Pool Condition - Floor/Deck/Interior Surface

Q# Group Category / Area To Address Points

CAB5PL013 Pool Maintenance & Upkeep / Low Guest 4
Impact

Pool Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CAB5PL016 Pool Cleanliness / Low Guest Impact 4

Pool Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CAB5PL017 Pool Maintenance & Upkeep / Low Guest 4
Impact

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Beach

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABBCH9901 Beach Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABBCH9903 Beach Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABBCH9904 Beach Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Brand Pin is Worn

Q# Group Category / Area To Address Points

BCH2610 Beach Brand Promise / Operational 2
Product

Criteria Brand Pin is Worn

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Hotel does not have a beach
• Talent is not present
• Beach is operated by a third party
• Individual previously encountered during the same day

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

BCH2610

MGS Search OPS-FRO-283

Beach Attendant assists with guest's needs

Q# Group Category / Area To Address Points

CAB5BCH002 Beach Staff Service / Touchpoint Service 4

Criteria Beach Attendant assists with guest's needs

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach
• Auditor did not experience or observe attendant interaction

Attendant must minimally:

• Offer or provide:
o Towels to each guest
o Umbrella or canopy (SR)
▪ It is acceptable if attendant directs you to shaded seating
▪ If seated in shaded area, observe other guests' experience
o Clear and straighten vacated chairs

Facility must offer:

• A way to indicate that a guest needs service (e.g., flag on chair)

• Beach wheelchair to guests that need assistance with access to the beach

Evaluate your service and observe others and Mark No if any of the above criteria is not met

CAB5BCH002

MGS Search OPS-FIT-033A

Beach Amenities

Q# Group Category / Area To Address Points

BCH2602 Beach Brand Promise / Operational 4
Product

Criteria Beach Amenities

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Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach

Beach complimentary amenities, upon request, must minimally include:

• Sunglass cleaning service

• Suntan lotion

Ask for items or observe presence to confirm availability

Mark No if any of the above is not met

BCH2602

MGS Search OPS-FIT-033A

Beach Attendant must offer timely service

Q# Group Category / Area To Address Points

CAB5BCH003 Beach Staff Service / Touchpoint Service 4

Criteria Beach Attendant must offer timely service

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach
• Auditor did not experience or observe attendant interaction

Guest must be able to place an order with a server without waiting more than 5 minutes

Evaluate your service and observe others and Mark No if any of the above is not met

CAB5BCH003

MGS Search OPS-FIT-033A

Beach Dining

Q# Group Category / Area To Address Points

BCH2603 Beach Staff Service / Branded Service 4

Criteria Beach Dining

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach
• Auditor did not experience or observe attendant interaction

Beach side dining must minimally be:

• Available

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• Seasonal menu offered

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

Mark No if any of the above is not met

BCH2603

MGS Search OPS-FIT-033A

Beachside dining delivery must offer timely service

Q# Group Category / Area To Address Points

BCH2605 Beach Staff Service / Branded Service 4

Criteria Beachside dining delivery must offer timely service

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach

Beachside dining service must minimally include:

• Drinks delivered within 15 minutes of order

• Food delivered within 30 minutes of order
• Check presented or credit established at delivery

Evaluate your service and observe others and Mark No if any of the above is not met

BCH2605

MGS Search OPS-FIT-033A

Beachside dining uses non-breakable service/table-ware

Q# Group Category / Area To Address Points

BCH2604 Beach Brand Promise / Operational 4
Product

Criteria Beachside dining uses non-breakable service/table-ware

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach

Beachside dining service must minimally use:

• High-quality acrylic ware or other non-breakable product

Mark No if any of the above is not met

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

BCH2604

MGS Search OPS-FIT-033A

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

BCH2606 Beach Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

BCH2606

MGS Search OPS-FRO-175J

HR-021

Beach Attendant does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

BCH2607 Beach Staff Service / Touchpoint Service 2

Criteria Beach Attendant does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Beach Attendant meets request

If a special request is made, beach attendant must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

BCH2607

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search HR-205

HR-021

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

Q# Group Category / Area To Address Points

BCH2601 Beach Staff Service / Branded Service 4

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

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
• Attendant interaction was not experienced or observed

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

BCH2601

MGS Search HR-205

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

BCH2629 Beach Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

BCH2629

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

BCH2625 Beach Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

BCH2625

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

BCH2640 Beach Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if you encounter or observe any of the above criteria not being followed

BCH2640

MGS Search OPS-FRO-175B

HR-205

HR-021

Attendant provides a professional persona

Q# Group Category / Area To Address Points

CAB5BCH7040 Beach Staff Service / Branded Service 4

Criteria Attendant provides a professional persona

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Area is not evaluated
• Property does not have a beach
• Attendant not present

Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5BCH7040

MGS Search OPS-FRO-175

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABBCH9902 Beach Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABBCH9905 Beach Staff Service / Core Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABBCH9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABBCH9906 Beach Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABBCH9907 Beach Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

BCH2630 Beach Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

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• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

BCH2630

Beach Cleanliness - Vacant seats are cleared

Q# Group Category / Area To Address Points

CABBCH001 Beach Cleanliness / High Guest Impact 4

Beach Cleanliness - Furniture, Equipment, Décor Items

Q# Group Category / Area To Address Points

CABBCH002 Beach Cleanliness / High Guest Impact 4

Beach Condition - Furniture, Equipment, Décor Items

Q# Group Category / Area To Address Points

CABBCH003 Beach Maintenance & Upkeep / High Guest 4
Impact

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Laundry

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABBPS9911 Laundry Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABBPS9912 Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABBPS9902 Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABBPS9905 Laundry Staff Service / Core Service 4

Criteria Telephone - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABBPS9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered, and appreciation demonstrated

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABBPS9906 Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Laundry service is available five days a week

Q# Group Category / Area To Address Points

LV2602 Laundry Staff Service / Touchpoint Service 4

Criteria Laundry service is available five days a week

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Same day laundry and dry cleaning is minimally available:

• 5 days a week
• Clothing must be delivered by 6:00pm if picked up before 9:00am

Pressing service must be available:

• 1 hour - hotel
• 2 hour - resort

It is acceptable if laundry hours are listed in Guest Service Directory or on laundry ticket

Check Guest Service Directory and laundry ticket and Mark No if any required standard not met

LV2602

MGS Search OPS-HKP-091

Attendant follows the correct procedures for picking up laundry

Q# Group Category / Area To Address Points

LV2603 Laundry Staff Service / Touchpoint Service 4

Criteria Attendant follows the correct procedures for picking up laundry

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

• Not present during laundry pick-up

Attendant must:

• Provide a proper greeting and/or salutation

• Take correct laundry items

Laundry must be picked-up within 10 minutes of call or advised of delay

Answer door and either hand Attendant item or indicate location

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Interact with Attendant and Mark No if Attendant does not follow the pick-up procedures

LV2603

MGS Search OPS-HKP-091B

Pickup/Delivery - Announcement

Q# Group Category / Area To Address Points

CABLV9910 Laundry Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

OPS-HKP-091

Pickup/Delivery - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABBPS9901 Laundry Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABBPS9903 Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABBPS9904 Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Attendant follows correct procedures for dropping off laundry

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

LV2604 Laundry Staff Service / Touchpoint Service 4

Criteria Attendant follows correct procedures for dropping off laundry

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

• Not present during laundry drop-off

If present for delivery, Attendant must:

• Request permission to enter the room

Attendant must:

• Hang items automatically in closet unless otherwise specified

• Note any damage to the clothing

Mark No if Attendant does not follow drop-off procedures

LV2604

MGS Search OPS-HKP-091B

Laundry is presented professionally

Q# Group Category / Area To Address Points

LV2601 Laundry Staff Service / Touchpoint Service 4

Criteria Laundry is presented professionally

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Laundry returned to Guestroom must have/be:

• Suits or jackets placed on hangers

• Folded items must be presented professionally (e.g., in box, basket, tissue wrapped)
• Personal items returned, if applicable

Review returned items and Mark No if any of the above standards are not met

LV2601

Pickup/Delivery - Guest name used during the experience

Q# Group Category / Area To Address Points

CABBPS9902-a Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Pickup/Delivery - Proactive additional assistance offered to the guest

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABBPS9905-a Laundry Staff Service / Core Service 4

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

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABBPS9905-a

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABBPS9906-a Laundry Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABBPS9907 Laundry Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

LV2605 Laundry Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• No problem or concern was encountered

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

• Listen actively
• Empathize - Express empathy

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• Apologize and assume ownership

• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

LV2605

MGS Search OPS-FRO-175J

HR-021

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

LV2630 Laundry Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

• 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
• Interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

LV2630

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Wake-Up Call

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABWAKE9911 Wake-Up Call Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone – Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABWAKE9912 Wake-Up Call Staff Service / Core Service 2

MGS Search OPS-FRO-175B

Whatever/Whenever receives wake-up call requests

Q# Group Category / Area To Address Points

WC2601 Wake-Up Call Staff Service / Branded Service 4

Criteria Whatever/Whenever receives wake-up call requests

Whatever/Whenever must take all wake-up call requests

Mark No if Whatever/Whenever did not take the call or transfers the call

WC2601

MGS Search OPS-FRO-297

OPS-FRO-297L

Whatever/Whenever Talent Confirms all Information

Q# Group Category / Area To Address Points

CAB5WC003 Wake-Up Call Staff Service / Touchpoint Service 4

Criteria Whatever/Whenever Talent Confirms all Information

Mark N/A if you find any of the following:

• Area/service not selected for evaluation

Operator must:

• Confirm request and include last name, wake-up time, and room number

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• Be courteous, helpful and articulate

Mark No if any of the above is not met

CAB5WC003

MGS Search OPS-FRO-297L

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABWAKE9902 Wake-Up Call Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABWAKE9905 Wake-Up Call Staff Service / Core Service 4

Criteria Telephone - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABWAKE9905

MGS Search OPS-FRO-175B

Telephone - Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABWAKE9906 Wake-Up Call Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABWAKE9907 Wake-Up Call Staff Service / Core Service 0

MGS Search OPS-FRO-175B

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Whatever/Whenever Talent delivers wake-up call

Q# Group Category / Area To Address Points

WC2602 Wake-Up Call Staff Service / Touchpoint Service 16

Criteria Whatever/Whenever Talent delivers wake-up call

Mark N/A if you find any of the following:

• Area/Service not selected for evaluation

Call and follow-up call must be within 5 minutes of requested time

Operator must minimally:

• Provide a warm greeting with a smile in their voice

• Address guest by name
• Provide current time

Mark No if any of the above criteria are not met

WC2602

MGS Search OPS-FRO-297L

Wake-Up call provides on-brand messaging

Q# Group Category / Area To Address Points

WC2603 Wake-Up Call Staff Service / Branded Service 4

Criteria Wake-Up call provides on-brand messaging

Mark N/A if you find any of the following:

• Area/Service not selected for evaluation

Operator must provide on-brand messaging (appropriate weather-related item, quote or information about
Happenings/programming)

• Examples include: "Birds are chirping today, remember your headphones", "Don't miss out on XYZ
Happenings in the Living Room", "Sun is shining don't forget your shades"

Mark No if any of the above is not met

WC2603

MGS Search OPS-FRO-297L

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

WC2604 Wake-Up Call Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Hotel does not have the facility on premises

• Area is under complete renovation and not available for guest use
• Interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

WC2604

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Spa – Reservation

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABSR9911 Spa – Reservation Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABSR9912 Spa – Reservation Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Telephone - Reservation Agent follows luxury phone etiquette

Q# Group Category / Area To Address Points

CAB5SR002 Spa – Reservation Staff Service / Touchpoint Service 2

Criteria Telephone - Reservation Agent follows luxury phone etiquette

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

Agent must minimally:

• Not place the guest on hold longer than 2 minutes

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

Mark No if any of the above is not met

CAB5SR002

MGS Search OPS-SPA-010H

Reservation Agent questions effectively to book reservation

Q# Group Category / Area To Address Points

CAB5SR004 Spa – Reservation Staff Service / Touchpoint Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Reservation Agent questions effectively to book reservation

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

Agent must ask for guest preferences (e.g., types of services or preferences)

Agent must reconfirm reservation:

• Guest name
• Date and time of treatment
• Services booked and preferences

Interact with Agent and Mark No if you encounter or observe any of the following:

• Agent does not ask for preferences

• Agent does not reconfirm information

CAB5SR004

MGS Search OPS-SPA-010H

Reservation Agent is knowledgeable about the services and offered to book reservation

Q# Group Category / Area To Address Points

CAB5SR003-k Spa – Reservation Staff Service / Touchpoint Service 4

Criteria Reservation Agent is knowledgeable about the services offered to book reservation

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

Agent must minimally:

• Exhibit knowledge of services available

• Describe/explain key features, such as:
o Any packages available (if applicable)
o Services/treatments available
o Spa facilities (e.g., sauna, pool)
• Offer to make reservations
• Educate guest on Spa service booked
• Invite guest to arrive early to use the other facilities

State that you are interested in Spa services and facilities

Book a Spa treatment that is 60 minutes or less (e.g., massage, facial)

• You must reserve a single service treatment (e.g., facial not a facial/massage combination)

Interact with Agent and Mark No if the agent did not attempt to book reservation and meet minimum standards

CAB5SR003-k

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MGS Search OPS-SPA-010H

Reservation Agent explains cancellation policy

Q# Group Category / Area To Address Points

CAB5SR005 Spa – Reservation Staff Service / Touchpoint Service 4

Criteria Reservation Agent explains cancellation policy

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

Agent explains Spa's cancellation policy

Interact with Agent and Mark No if the Agent did not explain cancellation policy

CAB5SR005

MGS Search OPS-SPA-010H

Confirmation sent to guest

Q# Group Category / Area To Address Points

SR2601 Spa – Reservation Staff Service / Touchpoint Service 2

Criteria Confirmation sent to guest

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

Written confirmation is given to the guest prior to the service in one of the following manners:

• E-mail
• Hard copy delivered to Guestroom
• Hard copy given to guest prior to leaving Spa, when booking in person
• Text

Confirmation must be professionally presented:

• Printed and not hand-written

o It is acceptable for confirmation to be handwritten when using Away Spa branded template
• Appropriate verbiage and titles are used in e-mails and texts

Interact with the Agent and Mark No if you find the following:

• Confirmation not provided

• Confirmation hand-written
• Appropriate verbiage/titles not used

Page 229 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

SR2601

MGS Search OPS-SPA-010H

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

Q# Group Category / Area To Address Points

SR2603 Spa – Reservation Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SR2603

MGS Search HR-205

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

SR2604 Spa – Reservation Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

SR2604

MGS Search OPS-FRO-175

Page 230 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

HR-205

HR-021

Telephone - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABSR9906 Spa – Reservation Staff Service / Core Service 4

MGS Search OPS-FRO-175

Telephone - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABSR9902 Spa – Reservation Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

SR2630 Spa – Reservation Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if you find any of the following:

• Hotel does not have the facility on premises

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

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

SR2630

Page 231 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Q# Group Category / Area To Address Points

CABSR9907 Spa – Reservation Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Telephone - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABSR9905 Spa – Reservation Staff Service / Core Service 4

Criteria Telephone - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABSR9905

MGS Search OPS-FRO-175B

Page 232 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Spa – Arrival

AWAY Spa Signage

Q# Group Category / Area To Address Points

SPAF2602 Spa – Arrival Brand Promise / Branded Product 2

Criteria AWAY Spa Signage

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
• AWAY Spa is not present

AWAY Spa signage must:

• Meet brand identity guidelines

o Either most previous or updated (e.g., AWAY or AWAY 2.0)

Mark No if AWAY Spa signage is not present

SPAF2602

MGS Search OPS-SPA-010J

Spa Front Desk Agent: If standing in a queue, an attempt to acknowledge the guest was
made in a timely manner

Q# Group Category / Area To Address Points

CABSPAZ9908 Spa – Arrival Staff Service / Touchpoint Service 2

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Front Desk Agent - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABSPAZ9901 Spa – Arrival Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained
throughout the interaction

Page 233 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABSPAZ9903 Spa – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAZ9904 Spa – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

W pin is Worn

Q# Group Category / Area To Address Points

SPA2610 Spa – Arrival Brand Promise / Branded Product 2

Criteria W pin is Worn

Mark N/A if you find any of the following:

• Spa is a licensed concept

• 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
• Talent is not present
• Spa is operated by a third party
• Talent is third party

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• In brand specification
• Worn on the left hand side at all times at the lapel level

Observe Talent and Mark No if any of the above is not met

SPA2610

MGS Search OPS-FRO-283

Spa Front Desk Agent - Provides check-in experience

Q# Group Category / Area To Address Points

CAB5SPA002 Spa – Arrival Staff Service / Touchpoint Service 4

Page 234 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Spa Front Desk Agent - Provides check-in experience

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

Agent must minimally:

• Confirm service(s) booked

• Briefly describe amenities and/or treatment flow(e.g., complimentary beverages, use of relaxation
lounge while waiting for treatment)
• Escort you to locker room
o Escort is required, but it is acceptable to be conducted by any agent
o In 2 level Spas, it is acceptable for the agent to escort you to within sight of the locker room

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

• Agent did not confirm service(s) booked

• Escort to locker room not provided
• Amenities not described

CAB5SPA002

MGS Search OPS-SPA-010G

Spa reservation is correct

Q# Group Category / Area To Address Points

CAB5SPA020 Spa – Arrival Staff Service / Touchpoint Service 2

Criteria Spa reservation is correct

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
• Reservation not made prior to check-in

Agent must minimally:

• Ask if you have an appointment/treatment already booked

• Retrieve reservation immediately

All details of the reservation were booked correctly:

• Date
• Time
• Type of service

Evaluate your service and observe others being checked-in and Mark No if any of the above criteria are not
met

CAB5SPA020

MGS Search OPS-SPA-010

Page 235 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Check-in is timely

Q# Group Category / Area To Address Points

CAB5SPA021 Spa – Arrival Staff Service / Touchpoint Service 4

Criteria Check-in is timely

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 in must take 5 minutes or less

Mark No check in takes more than 5 minutes

CAB5SPA021

MGS Search OPS-SPA-010

Spa Front Desk Agent/Attendant - Escort to Locker Area

Q# Group Category / Area To Address Points

CAB5SPA023 Spa – Arrival Staff Service / Touchpoint Service 4

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

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

For RC Fitness & Massage Center and RCC, it is acceptable if another provides these services if no dedicated
Spa Valet available

Spa Attendant must minimally:

• Provide key to locker or explain locking device

• Offer tour of facility
o If accepted, tour is helpful and unrushed
• Offer escort to locker

Interact with Spa Attendant and Mark No if you find any of the following:

• Spa Attendant does not meet any of the above standards

• Spa Attendant not present at full Spa (RC, RCC)

CAB5SPA023

MGS Search OPS-SPA-010G

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

Page 236 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

SPAA2604 Spa – Arrival Staff Service / Branded Service 4

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

Mark N/A if any of the following:

• Opportunity to "Own It" did not occur

• Additional experience did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

SPAA2604

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

SPA2617 Spa – Arrival Staff Service / Touchpoint Service 2

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

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Spa Front Desk Agent meets request

If a special request is made, spa front desk agent must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

SPA2617

MGS Search HR-205

HR-021

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

Page 237 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

SPAA2601 Spa – Arrival Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SPAA2601

MGS Search HR-205

HR-021

Spa Front Desk Agent - is knowledgeable and confident

Q# Group Category / Area To Address Points

SPAV2601 Spa – Arrival Staff Service / Branded Service 2

Criteria Spa Front Desk Agent - is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

SPAV2601

MGS Search OPS-FRO-175

HR-205

HR-021

Spa Front Desk Agent - Must Remix Luxury

Q# Group Category / Area To Address Points

Page 238 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

SPAV2602 Spa – Arrival Staff Service / Branded Service 4

Criteria Spa Front Desk Agent - Must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

SPAV2602

MGS Search HR-205

HR-021

Spa Front Desk Agent/Attendant - Provides spa attire

Q# Group Category / Area To Address Points

CAB5SPA011 Spa – Arrival Staff Service / Touchpoint Service 4

Criteria Spa Front Desk Agent/Attendant - Provides spa attire

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

Spa Attendant must minimally supply spa attire:

• Appropriately sized robe

• Appropriately sized slippers
o It is acceptable to have slippers or sandals (W)
o Spa Attendant must ask shoe size of guest to provide slippers
▪ If slippers are handed out at desk, provide the correct size
▪ If slippers are pre-set in lockers, provide a locker with the correct slipper size

Interact with Attendant and Mark No if you find any of the following:

• Spa Attendant does meet any of the above standards

CAB5SPA011

MGS Search OPS-SPA-010

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

Q# Group Category / Area To Address Points

SPA2622 Spa – Arrival Staff Service / Branded Service 4

Page 239 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Spa Front Desk Agent - Exemplified - "Ace the Basics" and put the guest at the center of everything
they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

SPA2622

MGS Search OPS-FRO-175B

HR-205

HR-021

Spa Front Desk Agent - Professional persona provided

Q# Group Category / Area To Address Points

CAB5SPA7040 Spa – Arrival Staff Service / Branded Service 4

Criteria Spa Front Desk Agent - Professional persona provided

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Agent not present

Agent must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

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

• Escort not offered

• Non-work related matters discussed in your presence
• Earpiece not used

CAB5SPA7040

MGS Search HR-205

Page 240 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Q# Group Category / Area To Address Points

CABSPAZ9902 Spa – Arrival Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAZ9905 Spa – Arrival Staff Service / Core Service 4

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

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABSPAZ9905

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABSPAZ9906 Spa – Arrival Staff Service / Core Service 2

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAZ9907 Spa – Arrival Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Attendant - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

Page 241 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

CABSPAV9901 Spa – Arrival Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAV9903 Spa – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Attendant - Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABSPAV9904 Spa – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

W pin is Worn

Q# Group Category / Area To Address Points

SPAV2610 Spa – Arrival Brand Promise / Branded Product 2

Criteria W pin is Worn

Mark N/A if you find any of the following:

• Spa is a licensed concept

• 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
• Talent is not present
• Spa is operated by a third party
• Talent is third party

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• In brand specification
• Worn on the left hand side at all times at the lapel level

Observe Talent and Mark No if any of the above is not met

SPAV2610

Page 242 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-283

OPS-FRO-283

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

Q# Group Category / Area To Address Points

SPAA2604-r Spa – Arrival Staff Service / Branded Service 4

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

Mark N/A if any of the following:

• Opportunity to "Own It" did not occur

• Additional experience did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

SPAA2604-r

MGS Search OPS-FRO-175J

HR-021

Spa Attendant - Does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

SPA2626 Spa – Arrival Staff Service / Touchpoint Service 2

Criteria Spa Attendant - Does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Spa Attendant meets request

If a special request is made, spa attendant must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

SPA2626

Page 243 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search HR-205

HR-021

Spa Attendant - Must “Keep It Real” and bring their personality to work

Q# Group Category / Area To Address Points

SPA2603 Spa – Arrival Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SPA2603

MGS Search HR-205

HR-021

Spa Attendant - Is knowledgeable and confident

Q# Group Category / Area To Address Points

SPA2620 Spa – Arrival Staff Service / Branded Service 2

Criteria Spa Attendant - Is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

SPA2620

MGS Search OPS-FRO-175

Page 244 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

HR-205

HR-021

Spa Attendant - Must Remix Luxury

Q# Group Category / Area To Address Points

SPA2621 Spa – Arrival Staff Service / Branded Service 4

Criteria Spa Attendant - Must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

SPA2621

MGS Search HR-205

HR-021

Spa Attendant – Exemplified – “Ace the Basics” and put the guest at the center of
everything they did

Q# Group Category / Area To Address Points

SPAV2603 Spa – Arrival Staff Service / Branded Service 4

Criteria Spa Attendant – Exemplified –"Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

SPAV2603

Page 245 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

HR-205

HR-021

Spa Attendant - Professional persona provided

Q# Group Category / Area To Address Points

CAB5SPAV704 Spa – Arrival Staff Service / Branded Service 4
0

Criteria Spa Attendant - Professional persona provided

Spa Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

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

• Escort not offered

• Non-work related matters discussed in your presence
• Earpiece not used

CAB5SPAV7040

MGS Search HR-205

Spa Attendant - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABSPAV9902 Spa – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Attendant - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABSPAV9905 Spa – Arrival Staff Service / Core Service 4

Criteria Spa Attendant - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?

Page 246 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Is there anything else I can get for you to help enjoy your meal?

CABSPAV9905

MGS Search OPS-FRO-175B

Spa Attendant - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABSPAV9906 Spa – Arrival Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAV9907 Spa – Arrival Staff Service / Core Service 0

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

SPA2630 Spa – Arrival Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

CK2630

Page 247 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search HR-021

Page 248 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Spa – Treatment

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

Q# Group Category / Area To Address Points

CAB5SPAT002 Spa – Treatment Staff Service / Touchpoint Service

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

CAB5SPAT002

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABSPAT9901 Spa – Treatment Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAT9903 Spa – Treatment Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABSPAT9904 Spa – Treatment Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

W Pin is Worn

Q# Group Category / Area To Address Points

SPAT2610 Spa – Treatment Brand Promise / Branded Product 2

Page 249 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria W Pin is Worn

Mark N/A if any of the following:

• Therapist not present

• Licensed concept outlet
• Spa is operated by a third party
• Talent is third party

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• In brand specification
• Worn on the left hand side at all times at the lapel level

Observe Talent and Mark No if any of the above is not met

SPAT2610

MGS Search OPS-FRO-283

Therapist begins treatment to standard

Q# Group Category / Area To Address Points

SPA2619 Spa – Treatment Staff Service / Touchpoint Service 4

Criteria Therapist begins treatment to standard

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

Therapist must minimally:

• Escort guest to treatment area

• Ask guest to remove all jewelry, as applicable to treatment type
• Explain treatment you are receiving
o Offer guest to smell treatment products being used
• Explain disrobing and draping process, if required by treatment
• Advise guest of proper body positioning (e.g., face down) to begin treatment

Mark No if any of the above standards are not met

SPA2619

MGS Search OPS-SPA-010G

Therapist provides you with privacy during the disrobing process

Q# Group Category / Area To Address Points

CAB5SPAT005 Spa – Treatment Staff Service / Touchpoint Service 4

Criteria Therapist provides you with privacy during the disrobing process

Page 250 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Therapist must leave the room to provide privacy during disrobing and knock before coming back into the
room

Mark NO if therapist does not leave room and privacy was not provided

CAB5SPAT005

MGS Search OPS-SPA-010

Therapist asks questions to ensure comfort of the guest

Q# Group Category / Area To Address Points

SPAT2617 Spa – Treatment Staff Service / Touchpoint Service 4

Criteria Therapist asks questions to ensure comfort of the guest

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

Therapist must minimally:

• At beginning of treatment ask a minimum of one question about comfort, for example:
o Degree of pressure (e.g., hard, soft) (treatment specific)
o Type and volume of music (private room)
o Room lighting level (private room)
o Temperature (private room)

Mark No if any of the above standards are not met

SPAT2617

MGS Search OPS-SPA-010

Treatment

Q# Group Category / Area To Address Points

CAB5SPAT006 Spa – Treatment Staff Service / Touchpoint Service 16

Criteria Treatment

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

Page 251 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Treatment/Therapist must minimally:

• Honor requests/concerns (pressure, focus areas)

• Verify your comfort a minimum of 1 time during treatment
• Keep additional conversation to a minimum, speaking only when prompted
• Answer any questions that the guest asks accurately without offering medical advice
• Perform treatment as described
• Ensure that areas that are not being worked on are appropriately covered with towels/sheets, if
applicable

Interact with Therapist and Mark No if you encounter or observe any of the following:

• Area not being worked on uncovered during treatment

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

CAB5SPAT006

MGS Search OPS-SPA-010

Therapist concludes treatment to standard

Q# Group Category / Area To Address Points

CAB5SPAT016 Spa – Treatment Staff Service / Touchpoint Service 2

Criteria Therapist concludes treatment to standard

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

After concluding the treatment, therapist must minimally:

• Offer beverage to the guest

• Provide beverage if accepted
• Offer to escort the guest to the relaxation room
• Provide escort, if accepted

Interact with Therapist and Mark No if any of the above criteria are not met

CAB5SPAT016

MGS Search OPS-SPA-010

Treatment begins and ends on time

Q# Group Category / Area To Address Points

CAB5SPAT007- Spa – Treatment Staff Service / Touchpoint Service 4
t

Criteria Treatment begins and ends on time

Page 252 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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 within 5 minutes of the scheduled start and end time
o Treatment time begins when picked up in relaxation lounge/locker room
o Treatment time ends when therapist leaves the treatment room
o It is acceptable if treatment ends marginally after scheduled time

Interact with Therapist and Mark No if you encounter or observe any of the following:

• Treatment begins late or ends early or late

CAB5SPAT007-t

MGS Search OPS-SPA-010

Spa Attendant - Does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

SPAT2616 Spa – Treatment Staff Service / Touchpoint Service 2

Criteria Spa Attendant - Does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Area not present at hotel
• Spa Attendant meets request
• Spa Attendant not encountered

If a special request is made, spa attendant must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

SPAT2616

MGS Search HR-205

HR-021

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

Q# Group Category / Area To Address Points

SPAT2602 Spa – Treatment Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to

Page 253 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SPAT2602

MGS Search HR-205

HR-021

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

SPAT2601 Spa – Treatment Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

SPAT2601

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

SPAT2652 Spa – Treatment Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our

Page 254 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

SPAT2652

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

SPAT2603 Spa – Treatment Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

SPAT2603

MGS Search OPS-FRO-175B

HR-205

HR-021

Professional persona provided

Q# Group Category / Area To Address Points

CAB5SPAT7040 Spa – Treatment Staff Service / Branded Service 4

Criteria Professional persona provided

Therapist must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

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

Page 255 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Escort not offered

• Non-work related matters discussed in your presence
• Earpiece not used

CAB5SPAT7040

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABSPAT9902 Spa – Treatment Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABSPAT9905 Spa – Treatment Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABSPAT9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABSPAT9906 Spa – Treatment Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAT9907 Spa – Treatment Staff Service / Core Service 0

Page 256 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

SPAT2630 Spa – Treatment Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

CK2630

MGS Search HR-021

Page 257 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Spa – Departure

Spa Attendant - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 16
1

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 4
3

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Attendant - Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 4
4

MGS Search OPS-FRO-175B

W Pin is Worn

Q# Group Category / Area To Address Points

SPAVD2610 Spa – Departure Brand Promise / Branded Product 2

Criteria W Pin is Worn

Mark N/A if any of the following:

• Spa Valet not present

• Licensed concept outlet
• Spa is operated by a third party
• Talent is third party

W Pin must minimally be:

• W – silver

Page 258 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

o Years of Service jewel imbedded in W is acceptable

• In brand specification
• Worn on the left hand side at all times at the lapel level

Observe Talent and Mark No if any of the above is not met

SPAVD2610

MGS Search OPS-FRO-283

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

Q# Group Category / Area To Address Points

SPAD2604-r Spa – Departure Staff Service / Branded Service 4

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

Mark N/A if any of the following:

• Opportunity to "Own It" did not occur

• Additional experience did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

SPAD2604-r

MGS Search OPS-FRO-175J

HR-021

Spa Attendant - Does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

SPAD2616 Spa – Departure Staff Service / Touchpoint Service 2

Criteria Spa Attendant - Does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Talent meets request
• Additional experience did not occur

If a special request is made, spa attendant must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,

Page 259 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

SPAD2616

MGS Search HR-205

HR-021

Spa Attendant - Must “Keep It Real” and bring their personality to work

Q# Group Category / Area To Address Points

SPAD2601 Spa – Departure Staff Service / Branded Service 4

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

Mark N/A if additional experience did not occur

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SPAD2601

MGS Search HR-205

HR-021

Spa Attendant - Is knowledgeable and confident

Q# Group Category / Area To Address Points

SPAD2661 Spa – Departure Staff Service / Branded Service 2

Criteria Spa Attendant - Is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are

Page 260 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

unable to answer

SPAD2661

Spa Attendant - Must Remix Luxury

Q# Group Category / Area To Address Points

SPAD2662 Spa – Departure Staff Service / Branded Service 4

Criteria Spa Attendant - Must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

SPAD2662

MGS Search HR-205

HR-021

Spa Attendant – Exemplified – “Ace the Basics” and put the guest at the center of
everything they did

Q# Group Category / Area To Address Points

SPAD2654 Spa – Departure Staff Service / Branded Service 4

Criteria Spa Attendant – Exemplified – "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

SPAD2654

Page 261 | 373

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

MGS Search OPS-FRO-175B

HR-205

HR-021

Spa Attendant - Provides a professional persona

Q# Group Category / Area To Address Points

CAB5SPADF70 Spa – Departure Staff Service / Touchpoint Service 4
40

Criteria Spa Attendant - Provides a professional persona

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Agent not present

Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

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

• Escort not offered

• Non-work related matters discussed in your presence
• Earpiece not used

CAB5SPAD7040

MGS Search HR-205

Spa Attendant - Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 4
2

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Attendant - Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 4
5

Page 262 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Spa Attendant - Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABSPAVD9905

MGS Search OPS-FRO-175B

Spa Attendant - Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 4
6

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAVD990 Spa – Departure Staff Service / Core Service 0
7

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Front Desk Agent - Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABSPAD9901 Spa – Departure Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained
throughout the interaction

Q# Group Category / Area To Address Points

CABSPAD9903 Spa – Departure Staff Service / Core Service 4

Page 263 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAD9904 Spa – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

W Pin is Worn

Q# Group Category / Area To Address Points

SPAD2610 Spa – Departure Brand Promise / Branded Product 2

Criteria W Pin is Worn

Mark N/A if any of the following:

• Spa Front Desk Agent not present

• Licensed concept outlet
• Spa is operated by a third party
• Talent is third party

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• In brand specification
• Worn on the left hand side at all times at the lapel level

Observe Talent and Mark No if any of the above is not met

SPAD2610

MGS Search OPS-FRO-283

Spa Front Desk Agent - Determines satisfaction with treatment

Q# Group Category / Area To Address Points

CAB5SPAD007 Spa – Departure Staff Service / Touchpoint Service 2

Criteria Spa Front Desk Agent - Determines satisfaction with treatment

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

Page 264 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Spa is a licensed concept (JW)

For Fitness & Massage Center and RCC, it is acceptable if another Agent provides these services

Agent must ask how the treatment was

Evaluate your service and observe others being checked-in and Mark No if Agent does not verify satisfaction

CAB5SPAD007

MGS Search OPS-SPA-010

Spa Front Desk Agent - Informs guest of gratuity

Q# Group Category / Area To Address Points

CAB5SPAD030 Spa – Departure Staff Service / Touchpoint Service 4

Criteria Spa Front Desk Agent - Informs guest of gratuity

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
• Spa is a licensed concept (JW)

Agent must minimally inform you of the Spa service charge (gratuity)

• If hotel does not charge service charge or gratuity automatically, guest should be informed that no
gratuity has been charged
• Aggressive gratuity solicitation is not acceptable

Evaluate your service and observe others being checked-in and Mark No if any of the above criteria are not
met

CAB5SPAD030

MGS Search OPS-SPA-010

Spa Front Desk Agent provides accurate bill

Q# Group Category / Area To Address Points

SPAD2603 Spa – Departure Staff Service / Touchpoint Service 4

Criteria Spa Front Desk Agent provides accurate bill

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

Agent must minimally provide a copy of bill:

• Neat and legible

• Accurate

Mark No if you find any of the above criteria are not met

Page 265 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

SPAD2603

MGS Search OPS-FRO-175B

HR-205

HR-021

OPS-SPA-010

Spa check-out is handled in a timely manner

Q# Group Category / Area To Address Points

CAB5SPAD008- Spa – Departure Staff Service / Touchpoint Service 4
t

Criteria Spa check-out is handled in a timely manner

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
• Spa is a licensed concept (JW)

Agent must conduct entire transaction in less than 5 minutes

• Excluding time waiting in line

Evaluate your service and Mark No if your check out took more than 5 minutes

CAB5SPAD008-t

MGS Search OPS-SPA-010

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

Q# Group Category / Area To Address Points

SPAD2604 Spa – Departure Staff Service / Branded Service 4

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

Mark N/A if any of the following:

• Opportunity to "Own It" did not occur

• Additional experience did not occur

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

• Listen actively
• Empathize - Express empathy

Page 266 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Apologize and assume ownership

• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

SPAD2604

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

SPAD2626 Spa – Departure Staff Service / Touchpoint Service 2

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

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Talent meets request
• Additional experience did not occur

If a special request is made, spa front desk agent must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

SPAD2626

MGS Search HR-205

HR-021

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

Q# Group Category / Area To Address Points

SPAD2602 Spa – Departure Staff Service / Branded Service 4

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

Mark N/A if you find any of the following:

• Service or area is not evaluated

• Not present during service

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

Page 267 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SPAD2602

MGS Search HR-205

HR-021

Spa Front Desk Agent - Is knowledgeable and confident

Q# Group Category / Area To Address Points

SPAD2651 Spa – Departure Staff Service / Branded Service 2

Criteria Spa Front Desk Agent - Is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

SPAD2651

Spa Front Desk Agent - Must Remix Luxury

Q# Group Category / Area To Address Points

SPAD2652 Spa – Departure Staff Service / Branded Service 4

Criteria Spa Front Desk Agent - Must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

SPAD2652

MGS Search HR-205

Page 268 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

HR-021

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

Q# Group Category / Area To Address Points

SPAD2653 Spa – Departure Staff Service / Branded Service 4

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

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

MGS Search OPS-FRO-175B

HR-205

HR-021

Spa Front Desk Agent - Provides a professional persona

Q# Group Category / Area To Address Points

CAB5SPAD704 Spa – Departure Staff Service / Branded Service 4
0

Criteria Spa Front Desk Agent - Provides a professional persona

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Agent not present

Attendant must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Page 269 | 373

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

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

• Escort not offered

• Non-work related matters discussed in your presence
• Earpiece not used

CAB5SPAD7040

MGS Search HR-205

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

Q# Group Category / Area To Address Points

CABSPAD9902 Spa – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAD9905 Spa – Departure Staff Service / Core Service 4

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

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABSPAD9905

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABSPAD9906 Spa – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABSPAD9907 Spa – Departure Staff Service / Core Service 0

Page 270 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

SPAD2630 Spa – Departure Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

CK2630

MGS Search HR-021

Page 271 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Spa – Facility

AWAY Spa Collateral

Q# Group Category / Area To Address Points

CAB5SPAF2603 Spa – Facility Brand Promise / Branded Product 2

Criteria AWAY Spa Collateral

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
• AWAY Spa is not present

AWAY Spa collateral must:

• Meet brand identity guidelines

o Either most previous or updated (e.g., AWAY or AWAY 2.0)

Mark No if the above criteria is not met

CAB5SPAF2603

MGS Search OPS-SPA-010J

Relaxation Lounge Amenities

Q# Group Category / Area To Address Points

CAB5SPAF2607 Spa – Facility Brand Promise / Operational 4
Product

Criteria Relaxation Lounge Amenities

Mark N/A if 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

Relaxation lounge amenities must minimally include:

• Hospitality set-up as follows:

o Beverage:
▪ Water
o Food item (e.g., dry snacks, fresh fruit)
• Reading materials - current (e.g., newspaper, magazines, PressReader)

It is acceptable if the provision of items is prohibited by local code

Check amenities and Mark No if any of the following:

• Hospitality station not available

• Hospitality items missing

CAB5SPAF2607

Page 272 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

MGS Search OPS-SPA-010G

OPS-SPA-010J

Spa Locker and Locker Room Set-up

Q# Group Category / Area To Address Points

CAB5SPAF2608 Spa – Facility Brand Promise / Operational 4
Product

Criteria Spa Locker and Locker Room Set-up

Mark N/A if 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 areas must minimally include:

• Music playing
• Bath towels
• Spa robe
o Must be branded (hotel or spa)
• Spa slippers with non-slip soles
o It is acceptable if slippers are not placed in locker and are provided by attendant
o It is acceptable to have slippers or sandals

Check the guest locker and locker areas and Mark No if any item missing

CAB5SPAF2608

MGS Search OPS-SPA-010G

OPS-SPA-030E

OPS-SPA-030F

OPS-SPA-010J

Spa Locker Room Personal Grooming Items

Q# Group Category / Area To Address Points

CAB5SPAF2609 Spa – Facility Brand Promise / Operational 4
Product

Criteria Spa locker room provides personal grooming items

Mark N/A if 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

Page 273 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Locker room area must minimally include:

• Deodorant
• Hair dryers
• Hair products
• Moisturizer
• Towel hamper
• Trash container

The following must either be on display or be available upon request:

• Shaving kit
• Ladies hygiene products (available in female locker room only)

It is acceptable if the provision of items is prohibited by local code (documentation required)

Randomy select 5 items to verify

Check the guest locker and locker areas and Mark No if any item missing

CAB5SPAF2609

MGS Search OPS-SPA-030E

Spa locker room offers additional grooming items

Q# Group Category / Area To Address Points

CAB5SPAF022 Spa – Facility Brand Promise / Operational 2
Product

Criteria Spa locker room offers additional grooming items

Mark N/A if any of the following:

• Facility not present

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

Vanity areas must minimally include/be:

• Hand soap
• Hand towels
• Tissues in tissue box cover
• All personal grooming products in the locker room (e.g., soap, shampoo, conditioner) from a single
product line (e.g., Aromatherapy, ESPA)
o It is acceptable if hairspray and deodorant are not from the same product line if the product
line does not carry these products

It is acceptable if the provision of items is prohibited by local code (documentation required). If selected items
are prohibited, check only those that apply

Mark No if any of the above is not met

CAB5SPAF022

MGS Search OPS-SPA-030E

Spa Locker Room Showers

Page 274 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CAB5SPAF2610 Spa – Facility Brand Promise / Operational 4
Product

Criteria Spa Locker Room Showers

Mark N/A if any of the following:

• Facility not present

• Area is under complete renovation and not available for guest use
• Area is fully booked and does not have availability for any treatments or services
• (Residences): Spa is operated by a Co-located hotel

Shower area must minimally include:

• Bath towel(s)
• Amenity presentation
o Body wash/shower gel
o Shampoo
o Conditioner

It is acceptable if the provision of items is prohibited by local code (documentation required)

Mark No if any item missing

CAB5SPAF2610

MGS Search OPS-SPA-030F

Water-based Amenity

Q# Group Category / Area To Address Points

SPAF2604 Spa – Facility Brand Promise / Operational 4
Product

Criteria Water-based Amenity

Mark N/A if 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

Spa must minimally have (1) water-based amenity (e.g., sauna, plunge pool, steam shower, steam room,
whirlpool)

Mark No if water-based amenity is not in place

SPAF2604

MGS Search OPS-SPA-030F

AWAY Spa Additional Water-based Amenity

Q# Group Category / Area To Address Points

SPAF2605 Spa – Facility Brand Promise / Operational 2
Product

Page 275 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria AWAY Spa Additional Water-based Amenity

Mark N/A if any of the following:

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

AWAY Spa must minimally include an additional water-based amenity (e.g., sauna, steam)

Mark No if additional water-based amenity is not in place

SPAF2605

MGS Search OPS-SPA-010J

Spa Locker Room Wet Areas

Q# Group Category / Area To Address Points

CAB5SPAF2606 Spa – Facility Brand Promise / Operational 2
Product

Criteria Spa Locker Room Wet Areas

Mark N/A if 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
• Locker room does not include sauna/whirlpool area

Sauna/whirlpool area must minimally include:

• Bath size towels

• Towel display unit

It is acceptable if the provision of items is prohibited by local code (documentation required)

Check the locker room shower area and wet areas and Mark No if any item missing

CAB5SPAF2606

MGS Search OPS-SPA-030F

Spa Relaxation Room Cleanliness - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABSPARR003 Spa – Facility Cleanliness / Low Guest Impact 2

Criteria

Spa Relaxation Room Condition - Walls/Doors/Windows/Ceiling/Floor

Page 276 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABSPARR004 Spa – Facility Maintenance & Upkeep / Low Guest 2
Impact

Spa Relaxation Room Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABSPARR005 Spa – Facility Cleanliness / Low Guest Impact 2

Spa Relaxation Room Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABSPARR006 Spa – Facility Maintenance & Upkeep / Low Guest 2
Impact

Spa Locker Room/Restroom/Shower Facility Cleanliness -

Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABSPALR003 Spa – Facility Cleanliness / Low Guest Impact 4

Spa Locker Room/Restroom/Shower Facility Condition - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABSPALR004 Spa – Facility Maintenance & Upkeep / Low Guest 4
Impact

Spa Locker Room/Restroom/Shower Facility Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABSPALR005 Spa – Facility Cleanliness / Low Guest Impact 4

Spa Locker Room/Restroom/Shower Facility Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABSPALR006 Spa – Facility Maintenance & Upkeep / Low Guest 4
Impact

Page 277 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bell – Departure

Telephone - Telephone Etiquette

Q# Group Category / Area To Address Points

CABLD9911 Bell – Departure Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Telephone – Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABLD9912 Bell – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Bell Staff Luggage Retrieval Request

Q# Group Category / Area To Address Points

CAB5LD002 Bell – Departure Staff Service / Touchpoint Service 4

Criteria Bell Staff Luggage Retrieval Request

Bell Staff must meet the following standards:

• Offer to retrieve car or arrange other transportation

• Estimated time of pick-up provided
o It is acceptable if quote non-specific (e.g., immediately, I'll be right up)

Place call to have luggage picked up prior to check out

Call and Mark No if any of the required standards are not met

CAB5LD002

MGS Search OPS-FRO-282

Bell staff arrives in a timely fashion

Q# Group Category / Area To Address Points

LD2619 Bell – Departure Staff Service / Touchpoint Service 4

Criteria Bell staff arrives in a timely fashion

Bell Staff must:

Page 278 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Arrive at room within 10 minutes of departure call

If quote is non-specific, pick-up must be within 10 minutes of call

It is acceptable if follow up call is made to advise you of new arrival time

It is acceptable if someone other than the bell staff provides luggage assistance

Mark No if any of the required standards are not met

LD2619

MGS Search OPS-FRO-282

Delivery - Room Delivery Announcement

Q# Group Category / Area To Address Points

CABLD9910 Bell – Departure Staff Service / Touchpoint Service 4

MGS Search OPS-FRO-175

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABLD9901 Bell – Departure Staff Service / Core Service 16

MGS Search OPS-FRO-175B

OPS-FRO-175

Bell staff greets guest by name and requests permission to enter

Q# Group Category / Area To Address Points

CAB5LD004 Bell – Departure Staff Service / Touchpoint Service 4

Criteria Bell staff greets guest by name and requests permission to enter

Bell staff must:

• Provide a proper greeting and/or salutation

• Request permission to enter the room
• Address you by name during the transaction

It is acceptable if someone other than the bell staff provides luggage assistance

Mark No if any of the required standards are not met

CAB5LD004

MGS Search OPS-FRO-282

Page 279 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Q# Group Category / Area To Address Points

CABLD9903 Bell – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABLD9904 Bell – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

LD2618 Bell – Departure Brand Promise / Branded Product 4

Criteria Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day

W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in W Wardrobe

LD2618

MGS Search OPS-FRO-283

Brand pin is Worn

Q# Group Category / Area To Address Points

LD2610 Bell – Departure Brand Promise / Branded Product 2

Page 280 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Brand pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if Welcome Ambassador wardrobe includes an outer coat/jacket with a W and a W pin is not
visible

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

LD2610

MGS Search OPS-FRO-283

Bell staff confirms all belongings are collected

Q# Group Category / Area To Address Points

CAB5LD005 Bell – Departure Staff Service / Touchpoint Service 4

Criteria Bell staff confirms all belongings are collected

Bell staff must:

• Ask if you have all your belongings

• Offer to check closets/drawers for belongings

It is acceptable if someone other than the bell staff provides luggage assistance

If luggage is stored, guests must not be asked to identify bags

Mark No if any of the required standards are not met

CAB5LD005

MGS Search OPS-FRO-282L

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

LD2612 Bell – Departure Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

Page 281 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Service or area is not evaluated

• Not present during service
• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

LD2612

MGS Search OPS-FRO-175J

Bell staff does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

LD2616 Bell – Departure Staff Service / Touchpoint Service 2

Criteria Bell Staff does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Bell staff meets request

If a special request is made, bell staff must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

LD2616

MGS Search HR-205

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

Q# Group Category / Area To Address Points

LD2602 Bell – Departure Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

Page 282 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

LD2602

MGS Search HR-205

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

LD2601 Bell – Departure Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

LD2601

MGS Search OPS-FRO-175

HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

LD2603 Bell – Departure Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

Page 283 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

LD2603

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

LD2605 Bell – Departure Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

LD2605

MGS Search OPS-FRO-175B

HR-205

HR-021

Bell staff provides a professional persona

Q# Group Category / Area To Address Points

CAB5LD7040 Bell – Departure Staff Service / Branded Service 4

Criteria Bell staff provides a professional persona

Bell staff must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Page 284 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if you encounter or observe any of the above criteria not met

CAB5LD7040

MGS Search OPS-FRO-175

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABLD9905 Bell – Departure Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABLD9905

MGS Search OPS-FRO-175B

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABLD9902 Bell – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABLD9906 Bell – Departure Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABLD9907 Bell – Departure Staff Service / Core Service 0

Page 285 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-175B

OPS-FRO-175

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

LD2630 Bell – Departure Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

CK2630

MGS Search HR-021

Page 286 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Check-Out

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABCKO9901 Check-Out Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABCKO9903 Check-Out Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABCKO9904 Check-Out Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Brand Pin is Worn

Q# Group Category / Area To Address Points

CKD2610 Check-Out Brand Promise / Branded Product 2

Criteria Brand Pin is Worn

Mark N/A if any of the following:

• Talent is not present

• Talent is third party
• Individual previously encountered during the same day

W Pin must minimally be:

• W – silver
o Years of Service jewel imbedded in W is acceptable
• Correct brand specification
• Worn on the left-hand side at all times at the lapel level

It is acceptable if engineering Talent does not wear pride pin due to safety issues but then it must be
embroidered on uniform

Mark No if any of the above is not met

CKD2610

Page 287 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-FRO-283

Check-out Experience

Q# Group Category / Area To Address Points

CKD2601 Check-Out Staff Service / Touchpoint Service 4

Criteria Check-out Experience

Front Desk Agent must:

• Acknowledge guests waiting in line, if applicable

o It is acceptable if someone other than the front desk agent acknowledges the guest (e.g.,
manager, lobby ambassador)
• Ask guest about satisfaction with stay
• Ask if any additional charges have been incurred (e.g., lunch, retail)
• Offer option of reviewing your bill
• Confirm method of payment
• Inquire if the guest has a Marriott Bonvoy member number if it is not already in the profile
• Offer to print folio
o If printed,
▪ Place copy of bill directly in guest's hand
• Extend offer to return
• Ensure transaction was discreet

Verify bill is accurate, neat and legible, and all package inclusions were properly handled

Evaluate your service and observe others and Mark No if any of the above is not met

CKD2601

MGS Search OPS-FRO-282

Guest is informed that e-mail Folio will be sent

Q# Group Category / Area To Address Points

CAB5CKD015 Check-Out Staff Service / Touchpoint Service 2

Criteria Guest is informed that e-mail Folio will be sent

Mark N/A if e-folio was arranged at check-in

Guest is informed that email folio will be sent

Mark No if any of the above is not met

CAB5CKD015

MGS Search OPS-FRO-282

Front Desk Agent offers transportation assistance

Q# Group Category / Area To Address Points

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

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Front Desk Agent offers transportation assistance

Front Desk Agent must offer transportation assistance, e.g., call for their car, arrange a taxi

Mark No if transportation assistance is not offered

CAB5CKD012

MGS Search OPS-FRO-282

Check-out service is provided in a timely manner

Q# Group Category / Area To Address Points

CAB5CKD003-t Check-Out Staff Service / Touchpoint Service 4

Criteria Check-out service is provided in a timely manner

Entire check-out transaction excluding time in queue must take less than:

• 5 minutes

If guest requests a printed folio, it is acceptable for the above time to be extended by 1 minute

Mark No if any of the above is not met

CAB5CKD003-t

MGS Search OPS-FRO-282

Talent is knowledgeable and confident

Q# Group Category / Area To Address Points

CKD2608 Check-Out Staff Service / Branded Service 2

Criteria Talent is knowledgeable and confident

Mark N/A if interaction did not allow question

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means being knowledgeable and confident in interaction

Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are
unable to answer

CKD2608

MGS Search OPS-FRO-175

HR-205

HR-021

Page 289 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

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

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Area/service not selected for evaluation

• Opportunity to "Own It" did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

CKD2603-r

MGS Search OPS-FRO-175J

HR-021

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

Q# Group Category / Area To Address Points

CKD2602 Check-Out Staff Service / Branded Service 4

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

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above criteria not met

CKD2602

MGS Search HR-205

Page 290 | 373

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

HR-021

Front Desk Agent does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

CKD2616 Check-Out Staff Service / Touchpoint Service 2

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

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Front Desk Agent meets request

If a special request is made, agent must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.
• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

CKD2616

MGS Search HR-205

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

CKD2615 Check-Out Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if opportunity for delivery of personalized service during interaction not available

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

CKD2615

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Page 291 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CKD2605 Check-Out Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above criteria not being followed

CKD2605

MGS Search OPS-FRO-175B

HR-205

HR-021

Front Desk Agent provides a professional persona

Q# Group Category / Area To Address Points

CAB5CKD7040 Check-Out Staff Service / Branded Service 4

Criteria Front Desk Agent provides a professional persona

Front Desk Agent must:

• Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5CKD7040

MGS Search OPS-FRO-175

HR-205

Guest name used during the experience, when known

Page 292 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

Q# Group Category / Area To Address Points

CABCKO9902 Check-Out Staff Service / Core Service 4

MGS Search OPS-FRO-175B

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABCKO9905 Check-Out Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABCKO9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABCKO9906 Check-Out Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

CABCKO9907 Check-Out Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with interaction

Q# Group Category / Area To Address Points

CKD2630 Check-Out Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with interaction

Mark N/A if interaction not completed

After your experience, rate your interaction:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

CKD2630

MGS Search HR-021

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Service General

Check-in and Check-out Times

Q# Group Category / Area To Address Points

B2602 Service General Staff Service / Branded Service 2

Criteria Check-in and Check-out Times

Check-in and Check-out times must minimally be:

• Check-in: no later than 3 pm

• Check-out: no earlier than 12:00 noon

Mark No if the above criteria is not met

B2602

MGS Search OPS-FRO-282

Engineering Talent is in W Wardrobe (US/CAN)

Q# Group Category / Area To Address Points

SG2604 Service General Brand Promise / Branded Product 2

Criteria Engineering Talent is in W Wardrobe (US/CAN)

Mark N/A if you find any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel is W Escape
• Talent is third party
• Individual previously encountered during the same day
• Engineering not encountered during stay

New W Wardrobe guidelines implementation date was 12/31/2018

Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide

• It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

Mark No if Talent not in new W Wardrobe

SG2604

MGS Search OPS-FRO-283

Talent provides escort when directions requested

Q# Group Category / Area To Address Points

SG2600 Service General Staff Service / Branded Service 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Talent provides escort when directions requested

Mark N/A if directions not requested

Talent must minimally:

• Provide clear directions

• Escort guests within the hotel when directions are requested

Mark No if any of the above is not met

SG2600

MGS Search OPS-FRO-175

Style carts are well-maintained and tidy when visible to guests

Q# Group Category / Area To Address Points

SG2601 Service General Staff Service / Touchpoint Service 4

Criteria Style carts are well-maintained and tidy when visible to guests

Mark N/A if style carts were not visible

Style carts, during all periods of the day (e.g., day service, turndown) must be:

• Clean
• Well maintained
• Organized
• Not overstocked
• No personal items visible (e.g., sweater, personal beverage)

Observe all style carts you encounter during your stay and Mark No if any of the above is not met

SG2601

MGS Search OPS-HKP-088D

The associate used proper elevator etiquette

Q# Group Category / Area To Address Points

CAB5GEN009 Service General Staff Service / Touchpoint Service 2

Criteria The associate used proper elevator etiquette

Mark N/A if any of the following:

• Hotel does not have an elevator or elevator not used

• No associates encountered while in elevator

Elevator Etiquette:

• Hold door for guest(s)

• Allow the guest to enter/exit the elevator first
• Offer to select floor for guest
• Bell staff using carts will yield to guests (use service elevator when appropriate)

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if any of the above is not met

CAB5GEN009

MGS Search OPS-FRO-175B

Rate Emotional Engagement with your entire stay

Q# Group Category / Area To Address Points

SG2630 Service General Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with your entire stay

After your entire stay, rate your overall experience:

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

SG2630

MGS Search HR-021

Enter additional experience employee's name(s)

Q# Group Category / Area To Address Points

AEXP3002 Service General Staff Service / Touchpoint Service

Criteria Enter additional experience employee's name(s)

AEXP3002

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

CABGEN9901 Service General Staff Service / Core Service 16

MGS Search OPS-FRO-175B

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

CABGEN9904 Service General Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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

Q# Group Category / Area To Address Points

SG2602 Service General Staff Service / Branded Service 4

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

Mark N/A if additional experience did not occur

Talent must follow the Keep It Real service foundation: We are true to ourselves and bring our personality to
work. We are authentic and form meaningful connections with our guests. First impressions count, and we
make them last.

To Keep It Real, Talent must:

• Use appropriate verbiage with genuine delivery

o Language that matches brand identity is acceptable, for example: Anytime, Delighted, Here
for you, I'd be delighted, Leave it with me, Let me help you, My pleasure, Of course,
Pleasure, Understand, Welcome
o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”,
“habibi”, “OMG”)
• Engage in warm conversation to show genuine care and interest in the guest

Mark No if you encounter or observe any of the above not met

SG2602

MGS Search HR-205

HR-021

Talent does not decline a request without offering alternatives

Q# Group Category / Area To Address Points

SG2606 Service General Staff Service / Touchpoint Service 2

Criteria Talent does not decline a request without offering alternatives

Mark N/A if any of the following:

• No request is made above and beyond normal services offered

• Talent meets request
• Additional experience did not occur

If a special request is made, Talent must:

• Follow the Own It service foundation: We take responsibility and make it happen. We find solutions,
not excuses. We take pride in creating bold, unforgettable experiences like only W Hotels can.

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Not just say “No” but offer alternatives that may help meet the need in another way

Mark No if you encounter or observe any of the above not met

SG2606

MGS Search HR-205

HR-021

Talent must “Own It” – take responsibility and make it happen

Q# Group Category / Area To Address Points

GEN2603-r Service General Staff Service / Branded Service 4

Criteria Talent must “Own It” – take responsibility and make it happen

Mark N/A if any of the following:

• Opportunity to "Own It" did not occur

• Additional experience did not occur

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

• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere
resolution
• Notify/Thank the guest to confirm their satisfaction

Mark No if any of the above is not met

GEN2603-r

MGS Search OPS-FRO-175J

HR-021

Talent must Remix Luxury

Q# Group Category / Area To Address Points

GEN2615 Service General Staff Service / Branded Service 4

Criteria Talent must Remix Luxury

Mark N/A if any of the following:

• Opportunity for delivery of personalized service during interaction not available

• Additional experience did not occur

Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our
audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

This means delivering personalized service during the interaction and using something the Talent learned about
the guest.

Mark No if personalized service not delivered during interaction

GEN2615

MGS Search HR-205

HR-021

Talent exemplified – “Ace the Basics” and put the guest at the center of everything they did

Q# Group Category / Area To Address Points

SG2603 Service General Staff Service / Branded Service 4

Criteria Talent exemplified - "Ace the Basics" and put the guest at the center of everything they did

Mark N/A if additional experience did not occur

Talent must follow the Ace the Basics service foundation: We are committed to putting the guest at the center of
everything. We are present, master every detail, and make every moment and surface shine. Our luxury guests
expect us to ace the basics, and we deliver. This includes being:

• Thoughtful
• Intuitive
• Demonstrate anticipatory service when appropriate and helpful

Examples of acceptable anticipatory actions include:

• Informing a group guest of the location of their meeting room for the next day
• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner
• Offering to schedule a wake-up call for the next morning

It is acceptable if Talent does not anticipate the "set-up" need or provide any of the examples above, as long as
any need is anticipated during interaction

Mark No if you encounter or observe any of the above not being followed

SG2603

MGS Search HR-205

HR-021

OPS-FRO-175B

Attendant provides a professional persona

Q# Group Category / Area To Address Points

CAB5GEN001 Service General Staff Service / Branded Service 4

Criteria Professional persona provided

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if any of the following:

• Additional experience did not occur

Attendant must:

• Only engage in work-related conversation with other employees when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Mark No if you encounter or observe any of the above criteria not met

CAB5GEN001

MGS Search HR-205

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

CABGEN9902 Service General Staff Service / Core Service 4

MGS Search OPS-FRO-175B

OPS-FRO-175

Proactive additional assistance offered to the guest

Q# Group Category / Area To Address Points

CABGEN9905 Service General Staff Service / Core Service 4

Criteria Proactive additional assistance offered to the guest

Proactive additional assistance must be offered to the guest with each interaction, examples include:

• May I assist you with anything else?

• Is there anything else I may do to ensure you have a pleasant stay?
• Is there anything else I can get for you to help enjoy your meal?

CABGEN9905

MGS Search OPS-FRO-175B

Warm and sincere closing offered, and appreciation demonstrated

Q# Group Category / Area To Address Points

CABGEN9906 Service General Staff Service / Core Service 4

MGS Search OPS-FRO-175B

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

OPS-FRO-175

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

Q# Group Category / Area To Address Points

CABGEN9907 Service General Staff Service / Core Service 0

MGS Search OPS-FRO-175B

Rate Emotional Engagement with additional interaction

Q# Group Category / Area To Address Points

GEN2630 Service General Staff Service / Branded Service 4

Criteria Rate Emotional Engagement with additional interaction

After your entire stay, rate your overall experience :

• Positively engaged: positive emotional experience - Individual, Blown Away, Loved, Great, Excited,
Fab. The interaction encompassed ALL W Service Foundations: Show Heart; Ace the Basics; Keep it
Real; Remix Luxury; Own It; All In.
• Neutral engagement: OK, Fine, Good, Not swayed positively or negatively. The interaction
encompassed SOME W Service Foundations: Show Heart; Ace the Basics; Keep it Real; Remix
Luxury; Own It; All In.
• Negative emotional engagement: Disinterested, Bummed, Annoyed, Stressed, Angry, Meh…,
Shocked, Rushed, Ignored. The interaction encompassed NONE of the W Service Foundations:
Show Heart; Ace the Basics; Keep it Real; Remix Luxury; Own It; All In.

Scoring Methodology:

• Positive – 4 of 4 points will be awarded

• Neutral – 0 of 0 points will be awarded
• Negative – 0 of 4 points will be awarded

GEN2630

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bedroom

Entry door safety features are fully functional

Q# Group Category / Area To Address Points

CABFLS049 Bedroom MI Initiatives / Safety & Security 0

Criteria Entry door safety features are fully functional

All Guest room/suite entry doors must have:

• A single mortise lock with:

o Automatic deadbolt
o One releasing operation to retract deadbolt and latch
• Evacuation graphics
o Must be displayed on the back of the door, with the exception of panel or glass doors, in
which case the sign may be on the wall adjacent to the door
o Entry doors that open directly to the exterior/outside are not required to have evacuation
graphics posted
• Secondary locking device/privacy latch (e.g., chain latch, night latch, additional deadbolt)
o (AC - JV Hotels): A secondary locking device is not required
• Self-closing device (must be functional, if present)
• View port

For Practice Audits only Marriott will check the following criteria in addition to the above:

Determine if entry door is self-closing or not

Check all self-closing doors in the following manner:

• Attempt the following steps once for each door:

o Open door 90 degrees
o Release door
o Door must close and latch/lock on first attempt
o Engage deadbolt and secondary locking device
▪ If signage indicates presence of an automatic deadbolt, deadbolt must
automatically engage
o Open door to ensure deadbolt and secondary locking device/privacy latch operates
properly
▪ Deadbolt must retract upon turning the door handle to open the door
o Look through the view port to ensure visibility
o Inspect door to ensure no kick-down or other device is installed that holds door open,
defeating self-closer

Check all doors without self-closing devices in the following manner:

• Attempt the following steps for each door:

o Engage deadbolt and secondary locking device/private latch
▪ If automatic deadbolt present, verify deadbolt engaged
o Open door to ensure deadbolt and secondary locking device/private latch operates properly
▪ Deadbolt must retract upon turning the door handle to open the door
o Look through the view port to ensure visibility/functionality
o Inspect door to ensure no kick-down or other device is installed that holds door open,
defeating self-closer

It is acceptable for view port to not have an operational cover if the viewport cannot be easily removed from the
corridor side of the door.

Mark No if any of the above is not met

CABFLS049

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search RSK-FRP-006

Smoke detector functional

Q# Group Category / Area To Address Points

CABFLS048 Bedroom MI Initiatives / Safety & Security 0

Criteria Smoke detector functional

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

Hangers

Q# Group Category / Area To Address Points

BD2617 Bedroom Brand Promise / Operational 2
Product

Criteria Hangers

Closet area must minimally have:

• Hangers
o (5) Male/clip – wooden
o (5) Female/regular – wooden
o If shopping bag is hung from a hanger, hanger may count in required number of hangers

Mark No if any of the above is not met

BD2617

MGS Search OPS-HKP-094H

Iron, Ironing Board and Steamer

Q# Group Category / Area To Address Points

BD2618 Bedroom Brand Promise / Operational 2
Product

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Iron, Ironing Board and Steamer

Guest room closet area must minimally have an:

• Iron and ironing board, OR

• Handheld steamer
o Steamer must be placed in a bag or box
o If steamer is present, iron and ironing board must be available upon request

Mark No if any of the above is not met

BD2618

MGS Search OPS-HKP-094K

Valet/Laundry Amenities

Q# Group Category / Area To Address Points

BD2620 Bedroom Brand Promise / Operational 2
Product

Criteria Valet/Laundry Amenities

Closet area must minimally have the following in brand identity look and feel, either current or most recent
specification (gray or black lettering is acceptable):

• (2) Valet/laundry bags

o If suite or WHO 1-4 guest, additional (1) VIP laundry bag
• (2) Valet/laundry tickets

Mark No if any of the above is not met

BD2620

MGS Search OPS-HKP-094L

Reusable Shopping Bag

Q# Group Category / Area To Address Points

BD2623 Bedroom Brand Promise / Branded Product 2

Criteria Reusable Shopping Bag

The following must minimally be present in brand identity:

• Shopping bag
• Price tag, unless complimentary suite offering

Mark No if any of the above is not met

BD2623

MGS Search OPS-HKP-094L

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OPS-HKP-094X

Bathrobes

Q# Group Category / Area To Address Points

BD2615 Bedroom Brand Promise / Branded Product 2

Criteria Bathrobes

Room must minimally provide:

• Bathrobe with brand logo

o (1) in the closet, on hanger
o (1) in the bathroom

It is acceptable if both bathrobes are hung in closet if closet is physically in bathroom (e.g., open concept
bathroom)

Mark No if any of the above is not met

BD2615

MGS Search OPS-HKP-094B

Luggage Rack

Q# Group Category / Area To Address Points

BD2621 Bedroom Brand Promise / Operational 2
Product

Criteria Luggage Rack

Closet area must minimally have:

• (1) Luggage rack

o It is acceptable for the luggage rack to be built in

Mark No if any of the above is not met

BD2621

MGS Search OPS-HKP-094N

In-room Safe

Q# Group Category / Area To Address Points

CAB5BD054 Bedroom Brand Promise / Operational 2
Product

Criteria In-room Safe

Guest room must minimally have:

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• In-room safe
o Permanently fixed to floor, wall, or furniture
o Large enough to fit lap top computer
• Liability clause card/sticker

Mark No if any of the above is not met

CAB5BD054

MGS Search OPS-HKP-094G

Ice Bucket and Glasses

Q# Group Category / Area To Address Points

BD2628 Bedroom Brand Promise / Operational 2
Product

Criteria Ice Bucket and Glasses meet standard

The following must minimally be in place:

• (2) Rocks glasses

o Not bagged/wrapped
▪ It is acceptable for hotels in California to have bagged/wrapped glasses
o Placed upside down on coasters
▪ It is acceptable for glasses housed in purpose-built glass holders to not be
displayed with coasters
o Same size by type
• Ice bucket with lid, unless ice service delivery is available upon request

Mark No if any of the above is not met

BD2628

MGS Search OPS-HKP-094R

Bottled Water

Q# Group Category / Area To Address Points

BD2614 Bedroom Brand Promise / Operational 4
Product

Criteria Bottled Water

Guest room must minimally have 3 bottles of water per room:

Water must minimally be:

• Complimentary water bottles

o (Standard guest room): 1
o (Escape and Suites): 2
o Additional 2 bottles offered in bathroom if hotels that do not have potable water
• “For Sale” water bottles
o (CALA, EMEA, US/CAN): 2
▪ It is acceptable if 1 for sale bottle is offered with 2 complimentary bottles
o (AP): 1

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It is acceptable to offer on-property filtered water in glass bottles (logo or non-logo)

Mark No if any of the above is not met

BD2614

MGS Search OPS-HKP-094T

In-room Coffee Maker

Q# Group Category / Area To Address Points

BD2601 Bedroom Brand Promise / Operational 2
Product

Criteria In-room Coffee Maker

In-Room coffee program must minimally include:

• Coffee/tea maker
o (US/CAN): Nespresso coffee maker

Mark No if any of the above is not met

BD2601

MGS Search OPS-HKP-094Y

In-room Coffee Amenities

Q# Group Category / Area To Address Points

BD2602 Bedroom Brand Promise / Operational 2
Product

Criteria In-room Coffee Amenities

In-Room coffee program amenities must minimally include:

• (4) Sugar stick

• (4) Splenda stick (or equivalent)
• (4) Stir stick
o It is acceptable to use spoons or other sustainable items in place of plastic stir sticks (e.g.,
wood, metal, glass stirrers)
• (4) Creamer (e.g., UHT creamer, non-dairy)
o (AP): Complimentary larger size milk is acceptable and can be placed by coffee set or in
mini bar/refrigerator

It is acceptable if packets are used when sticks not available in local market

US/CAN:

Additionally, guest room must minimally provide:

• Nespresso coffee capsules

o Standard guest rooms: (3) Caffeinated and (1) decaffeinated
o Suites: (4) Caffeinated and (2) decaffeinated
• (2) Cups, either porcelain or to-go
• Collateral (Capsule/Tray explanation card)
• Coffee organizer

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• (Suites):
o (2) Porcelain 6oz Cups
o (2) Porcelain Saucers

Mark No if any of the above is not met

BD2602

MGS Search OPS-HKP-094Y

In-room Wine/Bottle Opener

Q# Group Category / Area To Address Points

BD2629 Bedroom Brand Promise / Operational 2
Product

Criteria In-room Wine/Bottle Opener

Guest room must minimally have:

• Wine and bottle opener/corkscrew

o It is acceptable if:
▪ It is one device
▪ It is in Honor Bar/Refreshment Bar
• (2) Multi-purpose glasses
o Same size in pairs
o May be stemmed or stem-less
▪ Not bagged/wrapped
▪ It is acceptable for hotels in California to have bagged/wrapped
glasses
▪ Placed upside down on coasters or capped
▪ It is acceptable for glasses housed in purpose-built glass holders to not
be displayed with coasters

Mark No if any of the above is not met

BD2629

MGS Search OPS-HKP-094R

W MixBar Elements

Q# Group Category / Area To Address Points

BD2606 Bedroom Brand Promise / Branded Product 2

Criteria W MixBar Elements

W MixBar must minimally include:

• W cocktail shaker, brand specification or approved higher quality specification

o W logo is not required on cocktail shaker
• W MixBar amenities presented in a collection, housed together in a tray, box, or integrated into FF&E
(e.g., drawer, built-in area) with a luxury point of view and matching the design of the guest room
• W MixBar collateral

Mark No if any of the above is not met

Page 309 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

BD2606

MGS Search OPS-HSK-094R

W MixBar is clean, in good condition and well-stocked

Q# Group Category / Area To Address Points

BD2626 Bedroom Brand Promise / Branded Product 2

Criteria W MixBar is clean, in good condition and well-stocked

W MixBar must be/have:

• Present
o It is acceptable if MixBar is built into FF&E (e.g., box not required)
• Clean and in good condition
• Neat and organized
• Bottle labels facing out
o W MixBar with clear front can have labels facing into the Guestroom as long as all bottles
face the same way
• No opened, used, or expired items
• Menu is available and clean
o It is acceptable for no menu to be in place if all items are complimentary

• Randomly select 2 items and verify they are unopened, unused and/or not expired

Mark No if any of the above is not met

BD2626

MGS Search OPS-HSK-094R

Television

Q# Group Category / Area To Address Points

BD2608 Bedroom Brand Promise / Operational 2
Product

Criteria Television

Guestroom/suite must minimally include (1) television:

• Flat panel
o Upon replacement LED/LCD or LED backlit television
• Screen size:
o 37 inches (93 cm)
o Upon replacement January 1, 2017 or later
▪ 40” – 55” (101.6 cm – 139.7 cm) renovation (US/CAN, CALA, EMEA, AP)
▪ 40” – 55” (101.6 cm – 139.7 cm) television replacement only (US/CAN, CALA,
EMEA, AP)
• 46 inches (116 cm) suites
o 48 inches (121.9 cm) upon replacement January 1, 2017 or later
• Remote control

Replacement to 48 inches (121.9 cm) must be complete by January 1, 2022

Mark No if any of the above is not met

Page 310 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

BD2608

MGS Search OPS-FRO-069

Guest Services Directory

Q# Group Category / Area To Address Points

BD2603 Bedroom Brand Promise / Branded Product 4

Criteria Guest Services Directory

Compendium must minimally be:

• Present
o Brand-approved Electronic Guest Services Directories in Brand Voice are acceptable
• In brand identity

Mark No if any of the above is not met

BD2603

MGS Search OPS-HKP-094E

In-Room Dining Menus

Q# Group Category / Area To Address Points

BD2619 Bedroom Brand Promise / Branded Product 2

Criteria In-Room Dining Menus meet standard

The following must minimally be present and in brand voice:

• In-Room Dining Guide/Menu

o Must highlight any gratuity charged
o It is acceptable for the menu to be in electronic format, including QR Code
• Doorknob Breakfast Menu

Mark No if any of the above is not met

BD2619

MGS Search OPS-FNB-104B

Desk Accessories

Q# Group Category / Area To Address Points

BD2607 Bedroom Brand Promise / Operational 2
Product

Criteria Desk Accessories

Page 311 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Desk accessories must minimally include:

• No Smoking wedge

Mark No if any of the above is not met

BD2607

MGS Search OPS-HKP-094W

Telephones

Q# Group Category / Area To Address Points

BD2616 Bedroom Brand Promise / Operational 2
Product

Criteria Telephones

Guestroom/suite must minimally have:

• Standard guestrooms: (1) Telephone, cordless

• Suites: (2) Telephones

Faceplates, if present, must minimally have:

• Faceplate, look and feel of W brand identity

• (US/CAN): Dialing instructions or long-distance surcharge information provided
o Reference to Guest Service Directory acceptable, if present

Mark No if any of the above is not met

BD2616

MGS Search OPS-FRO-297A

OPS-HKP-094Q

Note Pad and Pen

Q# Group Category / Area To Address Points

BD2613 Bedroom Brand Promise / Branded Product 2

Criteria Note Pad and Pen

The following must minimally be present and in brand specification:

• Long W pencil or pen

• Note Pad

Mark No if any of the above is not met

BD2613

MGS Search OPS-HKP-094W

Page 312 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Privacy Sign

Q# Group Category / Area To Address Points

BD2605 Bedroom Brand Promise / Branded Product 2

Criteria Privacy Sign meets standard

The following must minimally be present in brand specification:

• DND/Privacy Please
o Electronic version is acceptable

Mark No if any of the above criteria is not met

BD2605

MGS Search OPS-HKP-094E

Guest Room Recycling Bin

Q# Group Category / Area To Address Points

CABBD051 Bedroom MI Initiatives / Fulfillment 2

Criteria Guest Room Recycling Bin

Mark N/A if any of the following:

• Hotel brand is PH
• Hotel brand is TRB and recycling bin not present

Guest room recycling must minimally include:

• Recycling bin or recycling portion of split waste/recycling bin

o Recycling bin/portion meets brand specification

Ask associate to:

• Use the Resources & Tools (marriott.com) in the Compliance tab of the Serve 360 Resources &
Tools on MGS, enter/search for the hotel's MARSHA code
• If property has an approved exemption/exception, please follow instructions in Excel spreadsheet

Mark No if property:

• Is on Excel spreadsheet and does not meet instructed criteria in the spreadsheet
• Is not on Excel spreadsheet and does not meet the question criteria

CABBD051

MGS Search OPS-SUS-020

Guest Room Recycling Bin Labels

Q# Group Category / Area To Address Points

CABBD052 Bedroom MI Initiatives / Fulfillment 2

Page 313 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Guest Room Recycling Bin Labels

Mark N/A if any of the following:

• Hotel brand is ED or PH
• Hotel brand is TRB and recycling bin not present

Guest room recycling bin labels must minimally include:

• Recycling bin/portion is labeled with the appropriate image(s) depicting what should be recycled (e.g.,
paper, glass)

Ask associate to:

• Using the Resources & Tools (marriott.com) in the Compliance tab of the Serve 360 Resources &
Tools page on MGS, enter/search for the hotel's MARSHA code
• If property has an approved exemption/exception, please follow instructions in Excel spreadsheet

Mark No if property:

• Is on Excel spreadsheet and does not meet instructed criteria in the spreadsheet
• Is not on Excel spreadsheet and does not meet the question criteria

CABBD052

MGS Search OPS-SUS-020

Audio System

Q# Group Category / Area To Address Points

BD2604 Bedroom Brand Promise / Operational 2
Product

Criteria Audio System

Every bedroom/suite must minimally have a Bluetooth speaker

• Bluetooth capability through the TV is not acceptable

Mark No if any of the above is not met

BD2604

MGS Search OPS-HKP-094A

Easily accessed outlets are available for guests to use

Q# Group Category / Area To Address Points

BD2622 Bedroom Brand Promise / Operational 4
Product

Criteria Easily accessed outlets are available for guests to use

Easy to access plugs for guests’ personal devices must be available for the guest’s use:

• At least one set must be at one of the nightstands.

• Must include both A/C and USB plugs

Page 314 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

o It is acceptable for the USB charger to be supplied by a music playing device, e.g., radio
o It is acceptable if A/C and USB plugs to be built into the FF&E (e.g., lamps, nightstand)

Mark No if any of the above is not met

BD2622

MGS Search OPS-HKP-094A

Bedding and Mattress

Q# Group Category / Area To Address Points

BD2609 Bedroom Brand Promise / Operational 4
Product

Criteria Bedding and Mattress

W Signature Bed must minimally have:

• Mattress and platform

• Feather topper or mattress pad/protector
• (2) Flat sheets
o It is acceptable if bottom sheet is a fitted sheet
• Duvet cover and insert
• No twin beds allowed in any room

Mark No if any of the above is not met

BD2609

MGS Search OPS-HKP-094C

Pillows

Q# Group Category / Area To Address Points

BD2611 Bedroom Brand Promise / Operational 2
Product

Criteria Pillows

Mark N/A for double beds

Pillows must minimally be:

• (2) Down/feather pillows

• (2) Hypoallergenic
• King size for King beds
• Queen size for Queen beds
• Pillow protector present on all pillows

Bag pillowcases must not be mixed with envelope pillowcases in the same guestroom

Mark No if any of the above is not met

BD2611

Page 315 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-HKP-094C

W Scent is present

Q# Group Category / Area To Address Points

BD2625 Bedroom Brand Promise / Design Approach & 4
Aesthetic

Criteria W Scent is present

Mark N/A if room was unoccupied for more than 1 night

Check to ensure the room/suite odor is W Scent

Mark No if scent other than W Scent is present

BD2625

MGS Search OPS-FRO-295D

Bedroom/Bathroom Odor is neutral

Q# Group Category / Area To Address Points

CABBD014 Bedroom Cleanliness / High Guest Impact 4

Bedroom Cleanliness - Doors/Walls/Ceiling/Mirrors/Artwork

Q# Group Category / Area To Address Points

CABBD015 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Doors/Walls/Ceiling/Mirrors/Artwork

Q# Group Category / Area To Address Points

CABBD016 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Floor

Q# Group Category / Area To Address Points

CABBD019 Bedroom Cleanliness / High Guest Impact 4

Criteria Bedroom Cleanliness - Flooring/Carpet

Dampen a washcloth slightly

To dampen cloth:

• Take a clean white washcloth and unfold it completely

• With sink stopper engaged, fill sink with 1 inch of water
• Let water drain completely out of sink
• Use open clean white washcloth to dry sink
• Washcloth should be only slightly damp

Page 316 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Fold washcloth into quarters

Ensure all the drapes/blackouts are opened and all lights are turned on

To complete carpet test/hard surface floor test:

• Position yourself in a high traffic area away from the main entry
• Place your back towards the window/sliding glass door
• Kneel and with medium pressure take 5 swipes 12 inches long in same area with a back and forth
motion
• While kneeling, hold washcloth at arm's length to evaluate washcloth

It is acceptable for carpet dyes/colors transfer on washcloth if it is the only item clearly visible (e.g., dirt is not
present)

You must use a separate clean, white, dry washcloth for each room/suite

Check underneath the beds (if applicable)

Check carpet, carpet base, hard surface floor and transition strip

Mark No if any of the following:

• Any cleanliness issues

• Dirt is clearly visible on the washcloth

CABBD019

MGS Search OPS-HKP-088

Bedroom Condition - Floor

Q# Group Category / Area To Address Points

CABBD020 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

Q# Group Category / Area To Address Points

CABBD021 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

Q# Group Category / Area To Address Points

CABBD022 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Accessories/Coffee/Appliances/Trashcans

Q# Group Category / Area To Address Points

CABBD023 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Accessories/Coffee/Appliances/Trashcans

Q# Group Category / Area To Address Points

CABBD024 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Page 317 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bedroom Cleanliness - Case Goods

Q# Group Category / Area To Address Points

CABBD025 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Case Goods

Q# Group Category / Area To Address Points

CABBD026 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Telephone/Electronics/Collateral

Q# Group Category / Area To Address Points

CABBD027 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Telephone/Electronics/Collateral

Q# Group Category / Area To Address Points

CABBD028 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Upholstered Furniture/Desk/Chairs

Q# Group Category / Area To Address Points

CABBD031 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Upholstered Furniture/Desk/Chairs

Q# Group Category / Area To Address Points

CABBD032 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Lamps/Lighting

Q# Group Category / Area To Address Points

CABBD033 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Lamps/Lighting

Q# Group Category / Area To Address Points

CABBD034 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Windows/Window Treatments

Q# Group Category / Area To Address Points

CABBD035 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Windows/Window Treatments

Page 318 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

CABBD036 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - HVAC/Ventilation

Q# Group Category / Area To Address Points

CABBD037 Bedroom Cleanliness / High Guest Impact 4

Criteria Bedroom Cleanliness - HVAC/Ventilation

In rooms with multiple PTAC/HVAC units, select (1) PTAC/HVAC unit to evaluate

Check controls, control cover, filter, sides, top and vents

Mark No if any cleanliness issues are noted

CABBD037

MGS Search OPS-HKP-088

Bedroom Condition - HVAC/Ventilation

Q# Group Category / Area To Address Points

CABBD038 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Criteria Bedroom Condition - HVAC/Ventilation

Turn on the PTAC or adjust the HVAC unit thermostat and check that the following settings are operational and
quiet:

• Low and high heat

• Low and high cool
• Fan only

Ask an associate to remove the cover of the PTAC unit or gain access to the HVAC (if accessible) and check
the following:

• Coils appear to be free of dust and soil build-up

• Drain pan free of mildew
• Filter has minimal dust build-up
• Condenser, fins and coils are free of ice build-up

It is acceptable for:

• Pleated filters to have less than 1/4" build-up in crevasse

• Screen filters to have 80% or less of surface area covered

HVAC closets/areas must be kept clean and in good condition

Check controls, control cover, sides, tops and vents

Mark No if any of the following:

• All settings or unit not operational

• Condition issues

CABBD038

Page 319 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search OPS-HKP-088

Bedroom Cleanliness - Balcony/Patio

Q# Group Category / Area To Address Points

CABBD039 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Balcony/Patio

Q# Group Category / Area To Address Points

CABBD040 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

Q# Group Category / Area To Address Points

CABBD041 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

Q# Group Category / Area To Address Points

CABBD042 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Bedroom Cleanliness - Bedding/Linens/Pillows/Free of Wrinkles

Q# Group Category / Area To Address Points

CABBD043 Bedroom Cleanliness / High Guest Impact 4

Bedroom Condition - Bedding/Linens/Pillows

Q# Group Category / Area To Address Points

CABBD047 Bedroom Maintenance & Upkeep / High Guest 4
Impact

Page 320 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bathroom

Program-Required Bath Amenities – In-Shower

Q# Group Category / Area To Address Points

BTH2615 Bathroom Brand Promise / Operational 16
Product

Criteria Program-Required Bath Amenities – In-Shower

Residential bath amenities (RBA) must be present in the shower and minimally meet the following:

• (3) Residential bottles, tamper proof seals, refill stickers

o 300mL
o (1) Shampoo
o (1) Conditioner
o (1) Shower Gel

If separate bathtub is present, the following must be present:

• (1) Vegetable Soap, 45g

The above amenities must be in the following brand/continent specification:

• Davines MOMO/skin regimen/

Mark No if any of the above is not met

BTH2615

MGS Search Residential Bath Amenity Program

W Hotels Bath Amenity Program

OPS-HKP-093B

Program-Required Bath Amenities – Sink side

Q# Group Category / Area To Address Points

BTH2616 Bathroom Brand Promise / Operational 4
Product

Criteria Program-Required Bath Amenities – Sink side

Sink-side amenities must be present and minimally meet the following:

• (1) Body Cream, 300mL

• (1) Cleansing Cream, 300mL
• (1) Vegetable Soap, 30g
• Tamper proof seals
• Refill stickers

The above amenities must be in the following brand/continent specification:

• MOMO/skin regimen/

Page 321 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if any of the above is not met

BTH2616

MGS Search Residential Bath Amenity Program

W Hotels Bath Amenity Program

OPS-HKP-093B

Bath/Vanity Additional Suite Amenities

Q# Group Category / Area To Address Points

BTH2601 Bathroom Brand Promise / Operational 4
Product

Criteria Bath/Vanity Additional Suite Amenities

Mark N/A if any of the following:

• Standard guest room is evaluated

• Property is located in Greater China

Additional suite bathroom amenities must minimally include:

• Hotels that have not implemented RBA: Larger suite amenity size (Shampoo, conditioner, face wash,
shower gel, body lotion)
• In brand approved silver packaging or MILUX accessories packaging visual identity:
o Less Rough More Buff (Loofah brush or pad)
▪ (CALA, EMEA): It is acceptable if provided upon request
o Shine Your Shoes (Shoeshine mitt or shoeshine sponge)
▪ (CALA, EMEA): It is acceptable if provided upon request
o Fresh Mouth (Dental Kit)
o Bare All (Shaving kit)
o Quick Fix (Mending Kit)
▪ (APEC) It is acceptable if Quick Fix is available upon request
o So Vain (Cotton balls, cotton tips, shower cap)
▪ (EMEA): It is acceptable if provided upon request
o (APEC, CALA, EMEA, US): Take it Off or Only Skin Deep (Make-up Remover)

Mark No if any of the above is not met

BTH2601

MGS Search OPS-HKP-093E

Bath Amenity Program

Bath/Vanity Furnishings

Q# Group Category / Area To Address Points

BTH2604 Bathroom Brand Promise / Operational 4
Product

Page 322 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria Bath/Vanity Furnishings

Bathroom furnishings must minimally include:

• Mirror - make-up/shaving
• Waste basket
o No plastic bag liners
o It is acceptable for waste basket to be dual recycling bin

Mark No if any of the above is not met

BTH2604

MGS Search OPS-HKP-093

Hair Dryer

Q# Group Category / Area To Address Points

BTH2606 Bathroom Brand Promise / Operational 2
Product

Criteria Hair Dryer

Hair dryer must minimally be:

• Sufficient wattage:
o 1800 watts
o It is acceptable if a 1600-watt Dyson hairdryer is present
o It is acceptable to have 1200 watts or higher in Japan and Taiwan
• Presented in dryer bag
o W designed hair dryer bag
o Either grey or black lettering is acceptable
o Either current or most recent spec is acceptable

Mark No if any of the above criteria is not met

BTH2606

MGS Search OPS-HKP-093E

Bath/Vanity Paper Products

Q# Group Category / Area To Address Points

BTH2608 Bathroom Brand Promise / Operational 2
Product

Criteria Bath/Vanity Paper Products

Bathroom paper products must minimally include:

• Facial tissue in a tissue box holder

• Toilet paper, white (2 rolls)
o One (1) roll of toilet tissue presented in the W designed toilet tissue bag
▪ White bag with black text in current specification
▪ Either grey or black lettering is acceptable
▪ Either current or most recent spec is acceptable

Page 323 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if any of the above is not met

BTH2608

MGS Search OPS-HKP-093

Bath/Vanity Glasses

Q# Group Category / Area To Address Points

BTH2609 Bathroom Brand Promise / Operational 2
Product

Criteria Bath/Vanity Glasses meet standard

Bathroom glasses must be present and minimally include:

• (2) Glasses
o On branded coasters
o Plastic glasses are not acceptable
o Not bagged or wrapped
▪ It is acceptable for glasses to be bagged/wrapped in California and where
required by local law

Mark No if any of the above criteria is not met

BTH2609

MGS Search OPS-HKP-093

Bath Terry

Q# Group Category / Area To Address Points

BTH2605 Bathroom Brand Promise / Operational 2
Product

Criteria Bath Terry

Each full bath must minimally have:

• (3) Bath towels

• (3) Face towels
• (3) Hand towels
o W logo - if property has not transitioned to new terry spec, it is acceptable if W logo on
hand towel is present
• (1) Bath mat
o ‘Step’ logo
• (2) Bath sheets (Suites)
o It is acceptable for one bath sheet to take the place of a bath towel

Towels must be:

• Consistent in color and quality

• Neatly folded
• Logo centered, if applicable

Mark No if any of the above criteria is not met

Page 324 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

BTH2605

MGS Search OPS-HKP-093H

Bath Rug

Q# Group Category / Area To Address Points

BTH2610 Bathroom Brand Promise / Operational 2
Product

Criteria Bath Rug

Each full bath must minimally have:

• (1) Bath rug

Mark No if any of the above is not met

BTH2610

MGS Search OPS-HKP-093H

Bathroom Cleanliness - Doors/Walls/Mirrors/Windows

Q# Group Category / Area To Address Points

CABBTH003 Bathroom Cleanliness / High Guest Impact 4

Bathroom Condition - Doors/Walls/Mirrors/Windows

Q# Group Category / Area To Address Points

CABBTH004 Bathroom Maintenance & Upkeep / High Guest 4
Impact

Bathroom Cleanliness - Ceiling/Vents/Exhaust Fans/Lighting

Q# Group Category / Area To Address Points

CABBTH005 Bathroom Cleanliness / High Guest Impact 4

Bathroom Condition - Ceiling/Vents/Exhaust Fans/Lighting

Q# Group Category / Area To Address Points

CABBTH006 Bathroom Maintenance & Upkeep / High Guest 4
Impact

Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod

Q# Group Category / Area To Address Points

CABBTH021 Bathroom Cleanliness / High Guest Impact 4

Page 325 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod

Q# Group Category / Area To Address Points

CABBTH022 Bathroom Maintenance & Upkeep / High Guest 4
Impact

Bathroom Condition - Bathtub/Shower Enclosure/Fixtures

Q# Group Category / Area To Address Points

CABBTH024 Bathroom Maintenance & Upkeep / High Guest 4
Impact

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Exterior

Brand Logo Flag

Q# Group Category / Area To Address Points

AR2601 Exterior Brand Promise / Branded Product 2

Criteria Brand Logo Flag

Mark N/A if any of the following:

• Flag-pole not present

• Flags not flying due to inclement weather
• Brand flag not flown

If Hotel flies W Brand flag, it must be correct specification

Mark No if any of the above criteria is not met

AR2601

MGS Search OPS-FRO-294B

Exterior W signage is present

Q# Group Category / Area To Address Points

EXT2601 Exterior Brand Promise / Branded Product 4

Criteria Exterior W signage is present

W signage must be:

• Present at exterior
• The branded W (pointed ends of W)

W signage may be any type of sign including, but not limited to, a monument sign, building sign, or standalone
W

Mark No if above criteria is not met

EXT2601

MGS Search OPS-FRO-294

Music is audible at entrance/Porte Cochere

Q# Group Category / Area To Address Points

EXT2602 Exterior Brand Promise / Design Approach & 4
Aesthetic

Criteria Music is audible at entrance/Porte Cochere

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark N/A if any of the following:

• Hotel uses shared/common Porte Cochere or arrival area not operated/owned by hotel
• Music is not present
• Area is under complete renovation and not available for guest use

Music, if present, must be:

• Audible
• From the W playlist

Ask during announced/walk through if music playing at entrance is from the W playlist

Mark No if any of the above criteria is not met

EXT2602

MGS Search OPS-FRO-295

Bell carts are clean

Q# Group Category / Area To Address Points

CABEXT024 Exterior Cleanliness / Low Guest Impact 2

Bell carts are in good condition

Q# Group Category / Area To Address Points

CABEXT026 Exterior Maintenance & Upkeep / Low Guest 2
Impact

Porte Cochere is clean

Q# Group Category / Area To Address Points

CABEXT020 Exterior Cleanliness / High Guest Impact 2

Porte Cochere is in good condition

Q# Group Category / Area To Address Points

CABEXT022 Exterior Maintenance & Upkeep / High Guest 2
Impact

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Elevator

Good Morning floor mats in place and in line with correct time of day

Q# Group Category / Area To Address Points

E2601 Elevator Brand Promise / Branded Product 4

Criteria Good Morning floor mats in place and in line with correct time of day

Mark N/A if you find any of the following:

• Lift not present

• Area is under complete renovation and not available for guest use

Lift floor mats must minimally be:

• Present
o Digital signage inside the lift is acceptable
• Correct brand specification
o It is acceptable to have verbiage in English, local language or English & local language
• In line with correct time of day

It is acceptable if floor mats are located outside of the lift doors

Evaluate lift in morning time

Mark No if any of the above is not met

E2601

MGS Search OPS-FRO-294A

Good Evening/Night floor mats in place and in line with correct time of day

Q# Group Category / Area To Address Points

E2602 Elevator Brand Promise / Branded Product 4

Criteria Good Evening/Night floor mats in place and in line with correct time of day

Mark N/A if any of the following:

• Lift not present

• Area is under complete renovation and not available for guest use

Lift floor mats must minimally be:

• Present
o Digital signage inside the lift is acceptable
• Correct brand specification
o It is acceptable to have verbiage in English, local language or English & local Language
• In line with the correct time of day

It is acceptable if floor mats are located outside of the lift doors

Evaluate elevator in evening and/or night time

Mark No if any of the above is not met

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

E2602

MGS Search OPS-FRO-294A

Music is audible in lifts

Q# Group Category / Area To Address Points

E2603 Elevator Brand Promise / Design Approach & 4
Aesthetic

Criteria Music is audible in lifts

Mark N/A if any of the following:

• Music not present

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

Music, if present, must be:

• Audible
• From the W playlist

Ask during announced/walk through if music playing in lifts is from the W playlist

Mark No if any of the above is not met

E2603

MGS Search OPS-FRO-295

Elevators Cleanliness - General

Q# Group Category / Area To Address Points

CABE001 Elevator Cleanliness / High Guest Impact 4

Elevators Condition - General

Q# Group Category / Area To Address Points

CABE002 Elevator Maintenance & Upkeep / High Guest 4
Impact

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Corridors

House Telephones

Q# Group Category / Area To Address Points

B2605 Corridors Brand Promise / Branded Product 2

Criteria House Telephones

House telephones must minimally:

• Have branded faceplates

• No direct dial to guestrooms
• Present in:
o Elevator landing where guestrooms are located

Mark No if any of the above criteria is not met

B2605

MGS Search OPS-FRO-297D

Style Carts

Q# Group Category / Area To Address Points

C2601 Corridors Brand Promise / Operational 4
Product

Criteria Style Carts

Style carts must minimally be:

• Neatly stocked and well-maintained

• Only present when Room Stylist is working in nearby area

Mark No if any of the above criteria is not met

C2601

MGS Search OPS-HKP-088

Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows

Q# Group Category / Area To Address Points

CABC003 Corridors Cleanliness / High Guest Impact 4

Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows

Q# Group Category / Area To Address Points

CABC004 Corridors Maintenance & Upkeep / High Guest 4
Impact
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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Corridors/Stairways Cleanliness - Floor

Q# Group Category / Area To Address Points

CABC001 Corridors Cleanliness / High Guest Impact 4

Corridors/Stairways Condition - Floor

Q# Group Category / Area To Address Points

CABC002 Corridors Maintenance & Upkeep / High Guest 4
Impact

Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABC005 Corridors Cleanliness / High Guest Impact 4

Corridors/Stairways Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABC006 Corridors Maintenance & Upkeep / High Guest 4
Impact

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Lobby

Marriott Bonvoy Signage

Q# Group Category / Area To Address Points

CABCK008 Lobby MI Initiatives / Elite Appreciation 4

Criteria Marriott Bonvoy Signage

Mark N/A if hotel does not participate in Marriott Bonvoy

Marriott Bonvoy Signage must be/include the following components:

• Brand specification
• Located in the lobby, the designated check-in area or the business center
• Include the following components:
o Select Brands
▪ Desk Sign
▪ Brochure Holder
▪ (All brands except AC, MX): Wall Sign
o Premium Brands
▪ (All brands except MEA): Desk Sign
▪ (All brands except AUTO, TRB): Brochure Holder
▪ (All brands except AUTO, MEA, TRB): Wall Sign
o Luxury Brands
▪ Desk Sign
o (US): Premium (excluding AUTO & TRB) & Select hotels:
▪ 'Co-brand credit card take ones' must be placed in the Marriott Bonvoy brochure
holder

Mark No if any of the above is not met

CABCK008

MGS Search OPS-FRO-304

OPS-FRO-294A

Brand scent was evident in the lobby

Q# Group Category / Area To Address Points

LOB2602 Lobby Brand Promise / Design Approach & 16
Aesthetic

Criteria Brand scent was evident in the lobby

Mark N/A if any of the following:

• Hotel has an open-air Living Room (Lobby) and Welcome Desk

• Living Room (Lobby) and Welcome Desk is under complete renovation and not available for guest
use

Scent must minimally be:

• Brand approved scent (W Scent)

• Noticeable in the following areas:
o Living Room

Page 333 | 373

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

o Welcome Desk

Evaluate upon arrival and Mark No if scent is not W scent or noticeable in the above areas

LOB2602

MGS Search OPS-FRO-295

Florals and Botanicals

Q# Group Category / Area To Address Points

LOB2606 Lobby Brand Promise / Design Approach & 4
Aesthetic

Criteria Florals and Botanicals

Mark N/A if you find any of the following:

• Living Room is under complete renovation and not available for guest use
• Florals/botanicals are not present

If present, florals and botanicals must minimally be:

• In fresh condition
• Fresh/live and not artificial, including silk

Mark No if any of the above is not met

LOB2606

MGS Search OPS-FRO-295

Whatever/Whenever Signage

Q# Group Category / Area To Address Points

LOB2608 Lobby Brand Promise / Branded Product 4

Criteria Whatever/Whenever Signage

Whatever/Whenever signage must minimally:

• Be present in Welcome/Concierge area

• Meet brand specification

Mark No if any of the above criteria is not met

LOB2608

MGS Search OPS-FRO-290G

Living Room styled

Q# Group Category / Area To Address Points

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

LOB2605 Lobby Brand Promise / Design Approach & 4

Aesthetic

Criteria Living Room styled

Mark N/A if you find any of the following:

• Living Room is under complete renovation and not available for guest use

Living Room must minimally follow:

• Public space conforms to Brand approved property style guide

o Illumination is adjusted to reflect the transition of day to night and night to day
o Candles are used to complement interior lighting during evening hours in accordance with
local open flame policy

Mark No if any of the above is not met

LOB2605

MGS Search OPS-FRO-291C

Living Room accessories present and styled

Q# Group Category / Area To Address Points

LOB2609 Lobby Brand Promise / Design Approach & 4
Aesthetic

Criteria Living Room accessories present and styled

Mark N/A if you find any of the following:

• Living Room is under complete renovation and not available for guest use

All accessories are neatly arranged according to Brand approved property style guide.

Living Room accessories must minimally include:

• Pillows are fluffed and neatly arranged

Mark No if any of the above is not met

LOB2609

MGS Search OPS-FRO-291C

Wired/Connected Equipment/Services

Q# Group Category / Area To Address Points

BC2603 Lobby Brand Promise / Operational 2
Product

Criteria Wired/Connected Equipment/Services

Mark N/A if any of the following:

• Area/service not selected for evaluation

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

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

Wired/Connected must minimally meet the following:

• Computer workstation (e.g., Mac, PC)

• If mouse pad present, in brand identity
• Ability to copy
• Ability to print wirelessly
• High speed internet access
• All equipment in working order

Review equipment and verify wireless printing capability

Mark No if any of the above is not met

BC2603

MGS Search OPS-FRO-301C

OPS-FRO-301B

Main Entry/Vestibule Cleanliness - General

Q# Group Category / Area To Address Points

CABLOB12 Lobby Cleanliness / High Guest Impact 4

Main Entry/Vestibule Condition - General

Q# Group Category / Area To Address Points

CABLOB13 Lobby Maintenance & Upkeep / High Guest 4
Impact

Lobby Cleanliness - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABLOB16 Lobby Cleanliness / High Guest Impact 4

Lobby Condition - Walls/Doors/Windows/Ceiling/Floor

Q# Group Category / Area To Address Points

CABLOB17 Lobby Maintenance & Upkeep / High Guest 4
Impact

Lobby Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABLOB20 Lobby Cleanliness / High Guest Impact 4

Lobby Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABLOB21 Lobby Maintenance & Upkeep / High Guest 4

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Impact

Page 337 | 373

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Public Restrooms

Public Restroom Products & Amenities

Q# Group Category / Area To Address Points

PR2601 Public Restrooms Brand Promise / Operational 4
Product

Criteria Public Restroom Products & Amenities

Mark N/A if you find any of the following:

• Area is under complete renovation and not available for guest use

If multiple WCs are present, select 1 set to evaluate

All WCs must minimally have:

• Hand towels - cloth or upgraded paper

o Logo’d
o Cloth/terry hand towels do not need to be logo’d
• Wastebasket
• (1) Box facial tissue
• (1) Soap dispenser
o Soap dispenser must not be empty
• Toilet paper in each stall

Check restrooms and Mark No if you find any of the following:

• Cloth hand towels/upgraded paper towels missing

• Facial tissue missing
• Soap dispenser empty
• Soap dispenser missing
• Toilet paper missing

PR2601

MGS Search OPS-HKP-070

Public Restrooms Cleanliness - Walls/Doors/Ceiling/Floors/Partitions

Q# Group Category / Area To Address Points

CABPR004 Public Restrooms Cleanliness / Low Guest Impact 2

Public Restrooms Condition - Walls/Doors/Ceiling/Floors/Partitions

Q# Group Category / Area To Address Points

CABPR005 Public Restrooms Maintenance & Upkeep / Low Guest 2
Impact

Public Restrooms Cleanliness - Toilets/Urinals

Q# Group Category / Area To Address Points

CABPR006 Public Restrooms Cleanliness / Low Guest Impact 2

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Public Restrooms Condition - Toilets/Urinals

Q# Group Category / Area To Address Points

CABPR007 Public Restrooms Maintenance & Upkeep / Low Guest 2
Impact

Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

Q# Group Category / Area To Address Points

CABPR008 Public Restrooms Cleanliness / Low Guest Impact 2

Public Restrooms Condition - Sinks/Vanity/Mirrors

Q# Group Category / Area To Address Points

CABPR009 Public Restrooms Maintenance & Upkeep / Low Guest 2
Impact

Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABPR010 Public Restrooms Cleanliness / Low Guest Impact 2

Public Restrooms Condition - Furniture/Equipment/Décor Items

Q# Group Category / Area To Address Points

CABPR011 Public Restrooms Maintenance & Upkeep / Low Guest 2
Impact

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Back/Heart of House

Was there clear indication of a compromise in anonymity and attempt to stage any of the
encounters or facilities?

Q# Group Category / Area To Address Points

CABBOH010_0 Back/Heart of House Staff Service / Touchpoint Service

Auditor Identity Disclosing or sharing information about an auditor, including any information or photographs that
Criteria may help identify the auditor or auditors with other associates at the property or with other properties, is
considered an attempt to compromise the integrity of the Global Quality audit program and is prohibited. If, for
any reason, property leadership, Franchisee, or Management company representatives share information that
would identify an auditor, then the audit in progress or upcoming audits will be considered compromised and the
audit scores will not be used for the property’s accountable audit. The results will be considered Non-
Accountable and a second (unannounced) audit will be conducted at the property’s expense.

MGS Search OPS-FRO-287E

Hotel has been owned or managed by the same owner or management company for the last
13 months

Q# Group Category / Area To Address Points

CABBOH001 Back/Heart of House MI Initiatives / Documentation

Criteria Hotel has been owned or managed by the same owner or management company for the last 13 months

Ask if hotel has had same owner or management company for the last 13 months

If a change in owner or management company has taken place, ask for documentation showing the following
minimum information:

• Date of the change in owner or management company

• Name of new owner or management company

Documentation may be in any form, the most common used examples are:

• Management company agreement

• Marriott's e-mail announcement of change
• News Release
• Public Record
• Franchise agreement

NOTE: If hotel presents proper documentation, you must mark N/A for training and documentation items as
listed in the criteria of the individual items

• Timing of N/A option is from 30 days to 13 months, please review the individual criteria

If hotel has been opened for less than 13 months and has not had an owner/management change, MARK YES
to this item

If hotel has been opened for less than 13 months and had an owner/management change, Mark No to this item

Mark No if any of the above is not met

CABBOH001

Does the hotel have any form of gambling or betting on property where currency or money
is being wagered (e.g., slot machine(s), lottery ticket(s) or lottery game(s), dice game(s),
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keno, animal or sports betting)?

Q# Group Category / Area To Address Points

CABBOH024 Back/Heart of House MI Initiatives / Fulfillment

Criteria Does the hotel have any form of gambling or betting on property where currency or money is being
exchanged (e.g., slot machine(s), lottery ticket(s) or lottery game(s), dice game(s), keno, animal or
sports betting)?

During the mystery and announce portions, observe hotel offerings to determine if any form of gaming or betting
is on property

Mark Yes if any form of gambling or betting is seen on property and indicate in findings what type of
gaming/betting is observed

Mark No if there is no form of gambling or betting on property

This is a 0-point question and will not impact the Operations section score

CABBOH024

Make a Green Choice (MAGC) Program Not Referenced (EMEA, US/CAN)

Q# Group Category / Area To Address Points

CABBOH201 Back/Heart of House MI Initiatives / Fulfillment 0

Criteria Make a Green Choice (MAGC) Program Not Referenced (EMEA, US/CAN)

Mark N/A if hotel is located in AP or CALA

MAGC Program must not be referenced in pre-arrival communication, upon check in, or in hotel or in-room
collateral

Mark No if any of the above is not met

CABBOH201

MGS Search Make a Green Choice (OPS-SUS-018)

Straw Usage Throughout Property

Q# Group Category / Area To Address Points

CABGEN003 Back/Heart of House MI Initiatives / Fulfillment 4

Criteria Straw Usage Throughout Property

Mark N/A if all restaurants are licensed concepts

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

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

It is acceptable for straws (e.g., paper, stainless steel etc.) to be used in frozen drinks, blended
drinks, children’s cups with lids, liquid yogurt and atypical vessels (e.g., coconut, heavily garnished glass) used

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for alcoholic beverages or their virgin alternatives

(ED): Plastic straws are not permitted under any circumstances (including licensed concepts)

During encounter observe if:

• Straws are provided without request from guest or associate

• Plastic straws are in use

Mark No if any straw is provided automatically

CABGEN003

MGS Search OPS-FNB-152

Pepsi standard is in compliance

Q# Group Category / Area To Address Points

CABGEN002 Back/Heart of House MI Initiatives / Fulfillment 16

Criteria Pepsi standard is in compliance

Mark N/A if any of the following:

• Hotel/property does not serve any F&B (including event space)

• Hotel/property does not have F&B, retail outlets (e.g., Market/In a Pinch/Pantry/Gift Shop) or meeting
space
• All Retail and F&B outlets are licensed concept/operated by a third party
• Hotel/property is listed as “Mark N/A” on the BSA Evaluation list
• Hotel brand is AUTO, NB, PH, or TRB

Any retail and F&B outlet that is operated by the hotel/property will be evaluated

There are several requirements hotels/properties must follow to be in compliance with the Pepsi Standard:

• Coca-Cola products must not be seen within the hotel/property in guest view, including: Coke, Diet
Coke, Sprite, Powerade, Minute Maid bottled juices, Dasani and Smart waters
o It is acceptable to have tonic water, club soda, ginger ale & Dr Pepper
o Coke products must not be listed on restaurant menus or offered by associates
o If Coke is present on a meeting break it must be specifically listed on the BEO as a client
request. Auditor may ask to see the BEO
o Does not include banquet storage areas
o Hotel may provide products upon specific guest request (must not be listed on the menu)
•
• (AP, CALA, EMEA): Private label water, if present, cannot come from a Coke bottler
• (US/CAN - AH, FP, GH, LM, SHER, WSTN, W): Complimentary water, if present in guestroom, must
be Aquafina

If present, refreshment center/mini bar:

• Coca-Cola products must not be present

• (AP, CALA, EMEA):
o Pepsi must be present
o Diet Pepsi or equivalent must be present (i.e., Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi
Black, Pepsi Zero)

Retail outlets (e.g., The Market/In A Pinch/Pantry/Gift Shop) must minimally carry required beverages as listed
below:

AP

• Pepsi
• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)
• 7-Up, Schweppes Lemonade, Sierra Mist, or Trevi products

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CALA

• Pepsi
• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)

CAN

• Pepsi
• Diet Pepsi
• Mountain Dew
• 7-Up
• Lipton Pure Leaf Tea
• Aquafina (retail only)

EUR

• Pepsi
• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)
• 7-Up
• (United Kingdom): Britivic Mixers

MEA

• Pepsi
• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)
• 7-Up

US

• Pepsi
• Diet Pepsi
• Mist Twst/Sierra Mist/Starry
• Diet Mountain Dew
• Mountain Dew
• Aquafina (retail only)

Mark No if any of the above is not met

CABGEN002

MGS Search OPS-FNB-088

Property does not charge for Housekeeping Services

Q# Group Category / Area To Address Points

CABBOH100 Back/Heart of House MI Initiatives / Documentation 0

Criteria Property does not charge for Housekeeping Services

Property must not:

• Charge mandatory fees for standard hotel offerings and services (e.g., housekeeping services)

As applicable, property may charge fees (such as a destination/resort fee) for offerings and/or services that are
not complimentary (e.g., golf, spa treatments, parking)

Observe if signage, collateral, etc. is present that states that the property charges mandatory fees for standard
housekeeping services

Mark No if signage is observed indicating that housekeeping or other standard hotel services/offerings incur a
fee or if an associate verbally communicates fee(s)

CABBOH100

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

MGS Search Arrival & Departure: Check-In Process (OPS-FRO-282

Resort & Destination Fee Policy

Associate Alert Device System Installed (US/CAN)

Q# Group Category / Area To Address Points

CABBOH200 Back/Heart of House MI Initiatives / Fulfillment 0

Criteria Associate Alert Device System Installed (US/CAN)

Mark N/A if any of the following:

• Hotel is located in AP, CALA, EMEA

• Hotel does not have Associate Alert Device System Installed
• (Residences): Property is Co-located

Ask for a system user to login to the AAD system dashboard/portal

Mark No if no system user is able to login

CABBOH200

MGS Search OPS-FRO-283P

Associate can explain Marriott Bonvoy member benefits

Q# Group Category / Area To Address Points

CABBOH019 Back/Heart of House MI Initiatives / Elite Appreciation 16

Criteria Associate can explain Marriott Bonvoy member benefits

Mark N/A if any of the following:

• The hotel is a non-branded property

• Hotel does not participate in Marriott Bonvoy

Associate may only use hotel specific or Marriott Bonvoy training/promotional references for the following
questions.

Associate must be on hotel's payroll.

Ask associate to name (2) benefits Silver Elite members receive at the Brand Hotel you are at:

• 10% bonus points

• Priority late check-out
• Ultimate Reservation guarantee
• Member rates
• Gift Shop discount (AUTO/DH/GH/JW/MEA/MH/MX/RH/LC/LM/SHER/SR/TRB/W/WSTN)
o RC and ED (only applies to logo merchandise)
• Free Wi-Fi

Ask associate to name (2) benefits Gold Elite members receive in addition to Silver Elite tier at the Brand Hotel
you are at:

• 25% bonus points

• 2pm late check-out (based on availability)
• Gold Elite welcome gift

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• Room Upgrade (based on availability)

• Free enhanced Wi-Fi

Ask associate to name (2) benefits Platinum Elite members receive in addition to Gold Elite tier at the Brand
Hotel you are at:

• 50% bonus points

• Platinum Elite Welcome Gift Choice, e.g., breakfast or amenity or points
• Access to concierge/club/executive lounge only applies to the following Brands
o MH, JW, DH, AUTO, RH, CY (Outside US/CAN), excluding resorts and hotels without a
lounge
o SHER, LM, WSTN (including resorts at these brands)
• 4pm late check-out (except Resorts and Convention hotels)
• Annual Choice Benefit
• Guaranteed Room Type

Ask associate to name (2) benefits Titanium Elite members receive in addition to Platinum Elite tier at the Brand
Hotel you are at:

• 75% bonus points

• 48-hour Guarantee

Ask associate to name (2) benefits Ambassador Elite members receive in addition to Titanium Elite tier at the
Brand Hotel you are at:

• Ambassador Service
• Your24

Mark No if any of the above is not met

CABBOH019

MGS Search OPS-FRO-304

Elite Welcome Gift for Platinum Elite, Titanium Elite, and Ambassador Elite members

Q# Group Category / Area To Address Points

CABBOH020 Back/Heart of House MI Initiatives / Elite Appreciation 4

Criteria Elite Welcome Gift for Platinum Elite, Titanium Elite, and Ambassador Elite members

Mark N/A if hotel does not participate in Marriott Bonvoy (Refer to Loyalty Program Terms & Conditions)

Elite Welcome Gift must:

• Follow required choices for the specific brand

• Be presented in collateral as approved and outlined in the Marriott Bonvoy Collateral Guide

During the walkthrough portion of the audit, ask a front desk associate about Elite Welcome Gift for Platinum
Elite, Titanium Elite, and Ambassador Elite members

Mark No if any of the above is not met

CABBOH020

MGS Search OPS-FRO-304

Talent participated in department's daily What’s Up meeting

Q# Group Category / Area To Address Points

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

HH2616 Back/Heart of House Staff Service / Branded Service 16

Criteria Talent participated in department's What’s Up daily meeting

All Talent are required to attend the daily What’s Up meeting held in their department and the What’s Up is
posted in the heart of house area

During virtual visit to the Front Desk::

Ask Talent if their department conducted its daily What’s Up meeting today?

• If yes:
o Ask Talent to tell you where the What’s Up Sheet is located
o Ask: tell me at least 3 topics that were discussed today
• If no, randomly select another Talent

Ask questions and Mark No if you find any of the following:

• Talent did not attend the daily What’s Up

• Talent cannot recall 3 discussion topics
• What’s Up Sheet not posted

HH2616

MGS Search HR-021

Talent Recognition Program

Q# Group Category / Area To Address Points

HH2611 Back/Heart of House Staff Service / Branded Service 2

Criteria Talent Recognition Program

Talent Recognition Program must minimally include:

• Crushing It/Killing It cards

• Depository for cards

Ask associate:

• To provide a Crushing It/Killing It card

• Show you where the depository for cards is

Review card and depository and Mark No if any of above elements not met

HH2611

MGS Search HR-021

Guest Likes Pad

Q# Group Category / Area To Address Points

B2607 Back/Heart of House Brand Promise / Branded Product 2

Criteria Guest Likes Pad

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

All Talent are required to carry a Guest Likes post-it pad in brand identity

Select 1 Talent

Ask Talent how they report/document guest preferences

• Talent must:
o Know that Guest Likes pad is designed to report/document guests preference, what the
guests like (e.g., allergic to peanuts, loves the local vintage clothing shop next door,
smokes 1 cigar every night at 8 pm, happiest with room near FIT, wants room to be super
cold)
o Carry a Guest Likes pad on their person as part of their wardrobe
▪ If wardrobe doesn’t have pockets, it is acceptable if Talent knows where a Guest
Likes pad is quickly located (e.g., desk drawer, work station)
• Electronic or telephone options are not acceptable

Mark No if any of the following:

• Talent cannot describe guest preference documentation

• Talent does not have access to Guest Likes pad

B2607

MGS Search HR-021

Signature Music

Q# Group Category / Area To Address Points

B2608 Back/Heart of House MI Initiatives / Documentation 2

Criteria Signature Music

The following music vendor must be in use:

• Musicstyling

Check name on installed music players to verify

Mark No if the above is not met

B2608

MGS Search OPS-FRO-295

Graffiti Wall

Q# Group Category / Area To Address Points

B2606 Back/Heart of House Brand Promise / Branded Product 4

Criteria Graffiti Wall

The Graffiti Wall is a key part of the Talent Onboarding Program

Talent area/heart of house must minimally include a Graffiti Wall

Graffiti Wall must be in brand identity

Visit Talent area and Mark No if you find any of the above criteria is not met

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

B2606

MGS Search OPS-FRO-242

Heart of House Signage

Q# Group Category / Area To Address Points

B2611 Back/Heart of House Brand Promise / Branded Product 0

Criteria Heart of House Signage

Framed Talent Posters must minimally include:

• (3) Brand
o Brand Mission
o Connector
o Luxury Liberated
• (5) Passion
o STANCE
o SOUND
o SCENE
o TASTE
o BODY
• (4) Personality
o Passionate
o Playful
o Audacious
o Polished
• (6) Service Foundations
o Ace the basics
o All In
o own it
o Show Heart
o Keep it real
o Remix Luxury
• (4) Values
o Originality
o Curiosity
o Momentum
o Daring

Mark No if any of the above is not met

B2611

MGS Search OPS-FRO-242

Back/Heart of House Cleanliness

Q# Group Category / Area To Address Points

CABBOH031 Back/Heart of House Cleanliness / Low Guest Impact 2

Criteria Back/Heart of House Cleanliness

Back/Heart of House areas may include associate breakroom/cafeteria, property laundry, or associate restroom
or locker room.

Properties are required to clean and disinfect Back/Heart of House areas based on volume of use with

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

recommended disinfectants. Areas and items to be cleaned include, but are not limited to: associate
breakroom/cafeteria, property laundry, restrooms, locker/changing rooms, handrails, tables, chairs, counters,
buttons, entrances, water fountains, hand sanitizing stations

Observe the Back/Heart of House for the following cleanliness detractors:

• Debris, dust, or dirt

• Gum, food or beverage spills
• Insects or cobwebs
• Trashcan overflowing
• Operating Supplies & Equipment are disorganized

Mark No if any of the above criteria is not met

CABBOH031

Marriott Environmental Sustainability HUB (MESH)

Q# Group Category / Area To Address Points

CABBOH023 Back/Heart of House MI Initiatives / Documentation 16

Criteria Marriott Environmental Sustainability HUB (MESH)

Mark N/A if any of the following:

• Marriott Environmental Sustainability HUB (MESH) site is unavailable due to technical issues
• Ownership change occurred 1 month prior to visit
• Newly opened property within the last 16 months
• Hotel brand is PH

MESH is Marriott's consolidated utility platform. Properties are required to track consumption through submitting
invoices to MESH (or to enter data manually where invoice submission is not available) to have metrics
populate within the tool. They are also required to provide various property attributes (e.g., total conditioned
space in sq. ft or sq. m). The information housed in MESH is used in various sales channels to drive business
for a hotel.

Marriott Environmental Sustainability HUB (MESH) must meet the requirements below. Additional information
on compliance can be found on the MESH landing page and MGS:

• Be in use
• Include hotel's name
• Include data from the following metrics:
o Carbon Intensity must show a numeric value and the background color must not be gray
▪ If the attribute “Reportable - Energy” is False skip this check
o Water Intensity must show a numeric value and the background color must not be gray
▪ If the attribute “Reportable - Water” is False skip this check
▪ It is acceptable for properties in Quebec to not have a reading for Water Intensity
o Energy Intensity must show a numeric value and the background color must not be gray
▪ If the attribute “Reportable - Energy” is False skip this check
o 90%+ Complete Sustain Responsible Operations (SRO) tracker

Documentation/verification must be completed in MESH

If a property feels they should be classified as non-reportable for Energy or Water, please contact
GOSEngineering@Marriott.com. This only applies to sites who have no means of obtaining or estimating
usages. If a property does not contact GOSEngineering prior to their audit, they will be responsible for all MESH
metrics being evaluated within this question.

Ask Manager (e.g., Front Office manager, Engineer or GM) to:

• Log on to MESH to access the dashboard

• Verify data/metrics are present for:
o Carbon Intensity, Water Intensity, Energy Intensity and the background color is not gray
▪ Note: If hotel has unreportable data for Carbon Intensity, Water Intensity, and/or
Energy Intensity, those specific metrics do not need to be evaluated
o Sustain Responsible Operations (SRO) tracker is 90% or greater

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o Attributes labeled as Complete with a green background

Mark No if any of the above is not met

CABBOH023

MGS Search OPS-ENG-047

Point of Sales (POS)

Q# Group Category / Area To Address Points

CABBOH026 Back/Heart of House MI Initiatives / Documentation 16

Criteria Point of Sales (POS)

Mark N/A if any of the following:

• Property does not have a POS

• Property is an AUTO, PH or MVW
• All property outlets with a POS are managed by a third-party
• Hotel has a contract signed before April 1, 2021 with a non-GPOS solution
• Property is listed as having an approved alternative on the GPOS BSA Hotel List
• Property has written approval (email) of alternative from Sean Brennan (Director, GPOS) or Frid
Edmond (VP, Property Management Systems)

Property must utilize one of the following POS standard solutions:

• Marriott-Hosted Simphony
o Versions 2.9, 18.2, or higher
o CAL connection Url must match
• (AP, CALA, EMEA): Hosted Infrasys

If hosted systems are not permitted or available regionally, property must utilize one of the following on-premise
solutions:

• MICROS (Version 3700, 9700, or Simphony)

• Infrasys Gourmate

Any of the following options can be used to confirm Simphony Version & Hosting Location:

Option #1: Using the GPOS BSA Hotel List, mark Yes if property is listed as compliant. If property is not listed
on the GPOS BSA Hotel List, try Option #2 or #3.

Option #2: Ask property to show an invoice from the last 90 days indicating the system and version, and mark
Yes if system and version match one of the on-premises solutions listed above.

• It is acceptable in the UK to provide a yearly invoice that shows the billing cycle period

Option #3: Ask a leader to:

• Access MANAGER options via the POS workstation.

• Select "PMC" (Property Management Console)
• Confirm version (version can be 2.9, 18.2, or higher)
• Confirm CAL Url matches one of the 4 listed:
o mi.simphony.net or miemc.simphony.net
o stwdtrans.microsdc.com
o mar2-ohsim-sim.oracleindustry.com
o mar01-ohsim-prod.microsdc.com
• To validate Infrasys Hosting Location, ask leader to provide the Url they use to access the Infrasys
HQ Admin Console, which will identify one of these three approved locations:
o https://hq.hero-cloud.com/accounts/marriott
o https://hq.hero-cloud.cn/accounts/marriottcn/
o https://eu-hq.hero-cloud.com/accounts/marriottemea/

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Mark No if one of the above solutions is not present

CABBOH026

MGS Search OPS-FRO-296A

Rooms Preventative Maintenance (RPM) Program

Q# Group Category / Area To Address Points

CABBOH022 Back/Heart of House MI Initiatives / Documentation 16

Criteria Rooms Preventative Maintenance (RPM) Program

Mark N/A if any of the following:

• Hotel has opened within the last 12 months

• Hotel has provided documentation that an owner or management company change has occurred
within the last 90 days
• System is unavailable due to technical issues

Guestrooms must be free of defects, well-maintained, functional; kept in like-new condition, including all guest
offerings. The Rooms Preventative Maintenance (RPM) Program includes three components: General Clean
(GC), Preventative Maintenance (PM) and Carpet Cleaning.

General Clean (GC), Preventative Maintenance (PM) and Carpet Cleaning must be executed in each
Guestroom and tracked a minimum of three (3) times within the last 12 months

Once in each of the following periods:

• Jan, Feb, Mar, Apr

• May, Jun, Jul, Aug
• Sep, Oct, Nov, Dec

OR

• Once every 17 weeks

Randomly select a room

Ask to see documentation and verify:

Both GC and PM have been performed at least 3 times within the past 12 months, and at a minimum once
every 4 months (17 weeks)

• It is acceptable for the GC and/or RPM/PM process to be completed within 2 weeks of each other for
the same room

The carpet has been cleaned at least 3 times within the past 12 months

• If only rugs are present, evaluate the rugs as if they are carpets
• If no carpets or rugs are present, only evaluate GC and PM

Marriott Managed properties must use Transcendent to schedule, track and document activities. The
Transcendent Job Aid will assist properties with providing the required reports.

Franchise properties may use any form of documentation but documentation presented must show each of the
following tasks were completed:

• General Cleaning (GC)

• Preventative Maintenance (PM)
• Carpet Cleaning

If a room was unavailable for any period of time (e.g., renovation), no RPM program documentation is needed
during that time period. However, all 3 components of the RPM program must still be documented during the
time when room is available to be occupied by guests (e.g., room renovation May-Jun, all components of the

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RPM program must be documented in Jan-Apr and Jul-Dec).

Mark No if any of the above criteria is not met

CABBOH022

MGS Search OPS-ENG-023

guestVoice Alert Response Rate

Q# Group Category / Area To Address Points

CABBOH005 Back/Heart of House MI Initiatives / Documentation 4

Criteria guestVoice Alert Response Rate

Mark N/A if you find any of the following:

• Hotel does not meet the guestVoice Alert Response Rate standard
• Hotel provided documentation that an owner or management company change has occurred within
the last 3 months
• Hotel opened within the last 90 days
• guestVoice is unavailable due to technical issues
• Property does not participate in guestVoice program
• (AUTO): Hotel has 2000 rooms or more

Hotel WILL RECEIVE 4 points if the guestVoice Alert Response standard detailed below IS met

Hotel WILL NOT LOSE any points if the guestVoice Alert Response standard detailed below IS NOT met

Hotel must respond to guestVoice Alerts within 72 hours by an approved response method for GSS, TripAdvisor
and Marriott Verified Reviews (MVR)

• Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR
• Compliance will be measured on total rolling 3-month performance at or above 90%
• An alert is a negative survey/review from a guest.
o Guest Satisfaction Survey (GSS); triggered by scores < 6
o Marriott Verified Reviews (MVR); triggered by scores < 3
o TripAdvisor; triggered by scores < 3

Note: Rolling 3-month performance only includes information since opening date or since participating in the
guestVoice standard. In addition, only hotels where the standard has been active at least 3 months will be
audited.

Approved Response Methods

Hotel must respond to guestVoice Alerts using ONE of the following approved response methods:

• Email to the guest using a rapid response template within the guestVoice platform for GSS
• Response posted to a MVR through guestVoice
• TripAdvisor review response posted online

Ask associate to:

• Log-on to guestVoice
• From guestVoice home page, access the Property Dashboard
• Scroll down to the Guest Alert Response Standard Compliance (3 Month Rolling) box

Verify Total rolling 3-month performance is 90.0% or higher

• Mark Yes if Total rolling 3-month performance is higher than 90%

• Mark N/A if Total rolling 3-month performance is lower than 90% (no points are lost)

CABBOH005

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MGS Search OPS-GQA-006

Quarterly Global Food Safety Audit (GFSA) is completed and documented

Q# Group Category / Area To Address Points

CABFS108_2 Back/Heart of House MI Initiatives / Documentation 16

Criteria Quarterly Global Food Safety Audit (GFSA) is completed and documented

Mark N/A if any of the following:

• Facility not present

• All Kitchen Facilities were under complete renovation and not available for food production during the
previous completed quarter
• Hotel provided documentation that an owner or management company change occurred within the
last 90 days
• Local code prohibits/supersedes any standard, documentation must be provided to verify
• QA website was unavailable due to technical issues
• Hotel open less than one complete quarter
• Restaurant is operated by a third party

Hotel must complete a Global Food Safety Audit (GFSA) self-inspection each calendar quarter

• Quarters are as follows:

o 1st Quarter: January-March
o 2nd Quarter: April-June
o 3rd Quarter: July-September
o 4th Quarter: October-December

GFSAs must be completed and uploaded to the QA website

A printed GFSA will not be acceptable

Ask to see documentation of most recent GFSA

• Verify quarterly GFSA was completed and uploaded for the most recently completed quarter
• Documentation must only be in one of the specific electronic forms listed below:
o Global Food Safety Audit - Summary Results (electronic)
o Global Food Safety Audit - Detail Results (electronic)

It is acceptable to use the prior year's form during Q1 only

Q2, Q3, Q4 must use current form

Mark No if any of the following:

• Documentation not available

• Paper forms only available
• Incorrect form used
• Requested GFSA not conducted or documented
• GFSA not uploaded to QA website

CABFS108_2

MGS Search OPS-FNB-057A

BSA Property Prework Form Completed

Q# Group Category / Area To Address Points

CABBOH003 Back/Heart of House MI Initiatives / Documentation 0

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Criteria BSA Property Prework Form Completed

Mark N/A if any of the following:

• Hotel did not complete the June BSA Property Prework Form
• Hotel opened in the same month that the BSA Property Prework form was due

Properties must have completed the BSA Property Prework for Wave 2 2023 by 5:00 PM Eastern on June 30,
2023 in order to receive 4 bonus points on their Wave 2 2023 BSA. This will display on the Debrief Report as 4
points earned out of 0 points possible if completed on time. If not completed by the deadline, the score will show
as 0 points earned out of 0 points possible.

Mark Yes if hotel completed their prework by the June 30 5pm EST deadline

CABBOH003

MGS Search BSA MGS Page

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Digital Guest Experience

Average Chat Response Rate Percentage

Q# Group Category / Area To Address Points

CABBOH017 Digital Guest Experience MI Initiatives / Documentation 4

Criteria Average Chat Response Rate Percentage

Mark N/A if any of the following:

• Hotel has provided documentation that an owner or management company change has occurred
within the last 90 days
• Hotel is located in Venezuela
• Hotel does not participate in GXP
• Hotel is listed as N/A on the GXP Performance Report

Property must meet continent and tier thresholds, as listed on the GXP Performance Report on MGS, for the
Chats Responded to in Goal Time % metric in the last reporting period (13 week rolling).

Locate the Performance Reporting page of the Digital Guest Experience MGS page and access the
performance report:

• Select the BSA tab

• Verify the below metric is "GREEN" on the report
o Chats Responded to in Goal Time %

Mark No if the Chats Responded to in Goal Time % metric is not green on the performance report

CABBOH017

MGS Search OPS-FRO-290N

Empower: Guest Experience (GXP) Usage

Q# Group Category / Area To Address Points

CABBOH230 Digital Guest Experience MI Initiatives / Documentation 16

Criteria Empower: Guest Experience (GXP) Usage

Mark N/A if hotel does not participate in GXP

Empower: Guest Experience (GXP) must minimally be used to:

• Manage response time for guest requests and issues and improve efficiency for property associates
• Track guest issues, problem resolution, and follow-up with guest to ensure satisfaction
• Manage minimum property GXP setup to ensure proper GXP adoption

In addition to the above, property must meet continent and tier thresholds, as listed on the GXP Performance
Report on MGS, for the Cases Closed within Guest Expectations % metric in the last reporting period (13
week rolling) and meet GXP Setup Health Check Dashboard requirements listed within GXP.

Ask to see the closed case that the property should have created in GXP for the request or defect previously
reported during the mystery portion of the audit.

Locate the Performance Reporting page of the Digital Guest Experience MGS page and access the
performance report:

• Select the BSA tab

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• Verify the below metric is "GREEN" on the report

o Cases Closed within Guest Expectations %

Locate the GXP Setup Health Check Dashboard in GXP:

• Select drop down menu and select GXP Setup Health Check
o Ensure dashboard is refreshed displaying most recent results.
• Verify the below metrics are “GREEN” on the Dashboard.
o Property Admin (min 2 users)
o Access to CEC Sensitive Cases (min of 2 users)
o Active Escalation rules (min of Chat, CEC, sensitive CEC, Feedback)

Mark No if any of the following:

• No case was logged

• Case was not closed
• Cases Closed within Guest Expectations % metric is not green on performance report
• Any of the following GXP Setup criteria reflect red:
o Property Admin
o View CEC Sensitive Cases
o Active Escalation Rules

CABBOH230

MGS Search OPS-FRO-306

Mobile Key Compliance

Q# Group Category / Area To Address Points

CABBOH029 Digital Guest Experience MI Initiatives / Documentation 16

Criteria Mobile Key Compliance

Property must:

• Meet continent and tier thresholds, as listed on the DGE GXP Performance Report on MGS, for the
Mobile Keys Delivered % in the last reporting period (13 week rolling)
• Maintain Mobile Key capability for all guest-accessible locked doors (e.g., guest room, public space)

As applicable, confirm functionality by opening via Mobile Key:

• Guest room
• Public space (e.g., exterior entrance, elevator, fitness center)

Locate the Performance Reporting page of the Digital Guest Experience MGS page and access the
performance report:

• Select the BSA tab

• Verify the “Mobile Key Compliance” column
o If marked N/A, no points are added or deducted, mark N/A
o If marked Not Compliant, deduct 16 points
• If marked Compliant, Verify the below metric is “GREEN” on the report
o Above / (Below) Target under Mobile Keys Delivered %

Mark No if any of the following:

• Mobile Keys Delivered % metric is not green on the performance report

• Mobile Key not functioning

CABBOH029

MGS Search OPS-FRO-282F

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Pre-arrival Planning Program

Q# Group Category / Area To Address Points

CABBOH032 Digital Guest Experience MI Initiatives / Documentation 16

Criteria Pre-arrival Planning Program

Mark N/A if any of the following:

• Hotel does not participate in GXP

• Hotel has not had any Ambassador arrivals for the last 90 days

Pre-arrival Planning Program must minimally include the following:

• Run the GPS daily to evaluate upgrade strategy and identify high actionable insights guests (e.g.,
Elite members, guests with preferences, historic defects and requests, celebrating special occasions)
prior to arrival
• Ensure all high actionable insight arrivals are reviewed and planned for prior to arrival

Property must meet continent and tier thresholds, as listed on the GXP Performance Report on MGS, for the
above component metrics in the last reporting period (13 week rolling).

Locate the Performance Reporting page of the Digital Guest Experience MGS page and access the
performance report:

• Select the BSA tab

• Verify the below metrics are "GREEN" on the report
o % of guests with high actionable insights reviewed

Mark No if any of the above is not met

CABBOH032

MGS Search OPS-FRO-306

Global Property Network Standard (GPNS) technical solution is installed

Q# Group Category / Area To Address Points

CABBOH004_2 Digital Guest Experience MI Initiatives / Documentation 16
A

Criteria Global Property Network Standard (GPNS) technical solution is installed

Mark N/A if any of the following:

• Hotel has signed contract or order to install GPNS, and the installation has not been completed yet
• Hotel provided documentation that an owner or management company change has occurred within
the last 90 days
• Hotel opened within the last 90 days
• Hotel brand is PH
• (AP, EMEA, US/CAN): Hotel is non-branded
• (CALA, US/CAN): Hotel brand is AUTO or TRB

MR/RC Brand hotels must have the Global Property Network Standard (GPNS) technical solution installed

Ask associate to:

• Log-on to Marriott Global Source

• From MGS home page:
o Click on Operations > Guest and Property Technology > Property Internet Strategy >
GPNS > QA Compliance
• Click on most recent Property GPNS Internet Tracking (XLS) to open file

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• Enter/Search for MARSHA code

• Based on the result, mark Yes or N/A

If property is:

• Not listed on report, or

• Is listed as Ask to see GPNS System Installation Certificate, or
• Site is not available due to technical issues

Ask to see the GPNS System Installation Certificate

• Documentation must only be in the following specific form listed below:

o Signed GPNS System Installation Certificate

Required fields include:

• Property Name
• MARSHA Code
• Property Address
• Vendor Signature, Name, Title, Date
• GPNS Installation/Certification Date with correct version date (e.g., "GPNS Version 20##", or "20##
GPNS Standard"):
o (AP, CALA, US/CAN): Version must be on/after 2018
o (EMEA): Version must be on/after 2019

It is acceptable if:

• GPNS System Installation Certification is a copy, fax, or scan

• Vendor signature, on the GPNS System Installation Certificate is electronic
• Operator signature area, on the GPNS System Installation Certificate is blank

Audit is a point in time audit. Documentation must be provided during the audit to be compliant. Documentation
will not be accepted after the audit is complete.

Mark No if any of the following:

• Hotel states GPNS not installed

• Hotel indicates GPNS is installed but GPNS System Installation Certificate not available and hotel is
not listed as Compliant on the Property GPNS Internet Tracking (XLS)
• GPNS System Installation Certificate required fields are blank
• GPNS Installation/Certification Date is blank
• GPNS Installation/Certification documentation provided is not correct version

CABBOH004_2A

MGS Search OPS-TECH-002

Hotel has the minimum required internet bandwidth for guestroom internet access

Q# Group Category / Area To Address Points

CABBOH002_2 Digital Guest Experience MI Initiatives / Documentation 16

Criteria Hotel has the minimum required internet bandwidth for guestroom internet access

Mark N/A if any of the following:

• Hotel has provided documentation that an owner or management company change has occurred
within the last 90 days
• Hotel opened within the last 90 days
• Hotel brand is GH or PH

Hotels must follow minimum internet bandwidth requirements as communicated by both the standard and the
continent teams, as per the standard

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Ask the GM:

• How many rooms are at the hotel

Ask associate to:

• Log-on to Marriott Global Source

o From MGS home page:
▪ Click on Operations > Guest and Property Technology
▪ Click on Property Internet Strategy
▪ Click on GPNS
▪ Click on QA Compliance
▪ Click on most recent Property GPNS Internet Tracking (XLS) to open file
• Enter/Search for MARSHA code
• If property is listed as “Compliant”, mark YES to this item

If property is:

• Not listed on report, or

• Is listed as “Ask to see documentation of hotel’s bandwidth”, or
• Site is not available due to technical issues

Ask to see documentation of hotel’s bandwidth

Acceptable forms of documentation include:

• Preferred documentation: A recent (less than 3 months) invoice, from the internet bandwidth provider,
that shows the bandwidth size
o It is acceptable in the UK to provide a yearly invoice that shows the billing cycle period
• Acceptable alternative documentation: A recent (less than 3 months) internet bandwidth utilization
report, from the internet bandwidth provider, that shows the bandwidth size
• (Greater China): Alternative documentation: Internet Bandwidth subscription contract with the internet
service provider that shows internet bandwidth size.

It is acceptable if the bandwidth is written as a number, a number with “M”, a number with “K”, a number with
“Mbps”, or a number with “Kbps” (e.g., 10; 10M; 10,000K; 10Mbps; or 10,000Kbps)

IMPORTANT: Documentation is clear and valid when provided by the Internet Bandwidth Provider (the Internet
Service Provider or ISP). The preferred method to prove internet bandwidth size is the invoice from the ISP. The
second documentation option, an internet bandwidth utilization report, is typically provided by a different
company, which is the LAN Service Provider (LSP). In some cases the LSP can only see a portion of the
internet bandwidth size, which is reported in the internet bandwidth utilization report. If the reported internet
bandwidth size is above the required amount then this report is an acceptable form of documentation. If the
reported amount is not above the required amount then the invoice from the ISP (not the LSP) is required to
prove that the internet bandwidth size meets the required amount.

• Examples of Internet Bandwidth Providers (ISPs; PREFERRED METHOD):

o (AP): Providers are usually unique to each country. Examples include, but are not restricted
to: China Telecom and China Unicom (China), Singtel, Starhub and M1 (Singapore), Bharti
Airtel, BSNL and Reliance (India), TRUE and Internet Thailand (Thailand), KDDI, AsahiNet
and NTT Docomo (Japan)
o (CALA): Country specific as the providers vary for each country in the region
o (EMEA): Providers are usually unique to each country. Examples include, but are not
restricted to Esferize, FourteenIP, GuestTek, Hoist, interTouch, Mikenopa and Reivernet
o (US/CAN): AT&T, Verizon, XO Communications, CenturyLink, etc.
• Examples of LAN Service Providers (LSPs; ALTERNATIVE OPTION):
o (AP): GuestTek, InterTouch, Linkbroad, NEC, Reivernet
o (CALA): GuestTek, Hotspot, Single Digits, Nimbus
o (EMEA): Acentic, FourteenIP, GuestTek, Hoist, Mikenopa, Acentic, GuestTek, Hoist,
InterTouch, Reivernet
o (US/CAN): Allbridge, Blueprint RF, Cloud5, Concord, Enseo, GuestTek,
Hospot International, Nimbus, Pure Pages, Safety NetAccess, Single Digits, SONIFI,
Windstream
• In rare cases, a company could be an ISP and an LSP. Companies that could fit this criteria are
Comcast - Deep Blue, or COX - Blueprint RF

AP, EMEA

• All brands to meet 500 kbps/room; Multiply the number of rooms by 500 Kbps and then divide by
1024 (1024 Kbps = 1 Mb) (Example: 250 rooms x 500 Kbps = 125,000; 125,000/1024 = 122 Mbps is
the minimum required)

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

CALA

• 250kbps/room (e.g., 25 Mbps per 100 rooms); Multiply the number of rooms by 25Mbps and then
divide by 100 rooms (Example: 250 rooms x 25 Mbps = 6,250; 6,250/100 rooms = 62.5 Mbps is the
minimum required)
o It is acceptable for hotels to have less than 250 kbps/room if circuit utilization report shows
less than 60% per month (documentation required)
▪ Check last completed month circuit utilization report and verify report shows less
than 60%

It is acceptable if a hotel has a stable bandwidth or a flexible bandwidth with bursting capacity to meet the
guestroom bandwidth minimums

Burstable circuits are circuits with defined bandwidth that may be lower than the maximum expected bandwidth
needs but have the capability to “burst” up to a larger bandwidth level to meet additional bandwidth demand

US/CAN

• >1500 rooms - 600 Mbps

• 1000-1499 rooms - 450 Mbps
• 500-999 rooms - 300 Mbps
• 150-499 rooms - 150 Mbps
• 75-149 rooms - 100 Mbps
• < 75 rooms - 50 Mbps

It is acceptable if a hotel has a stable bandwidth or a flexible bandwidth with bursting capacity to meet the
guestroom bandwidth minimums

• Burstable circuits are circuits with defined bandwidth that may be lower than the maximum expected
bandwidth needs but have the capability to “burst” up to a larger bandwidth level to meet additional
bandwidth demand

ALL REGIONS

Audit is a point in time audit. Documentation must be provided during the audit to be compliant. Documentation
will not be accepted after the audit is complete

Mark No if any of the following:

• Hotel does not have documentation confirming internet bandwidth

• Internet Bandwidth is not correct for hotel type

CABBOH002_2

MGS Search OPS-TECH-002

Guestroom Entertainment Platform (EMEA, US/CAN)

Q# Group Category / Area To Address Points

CABBOH011 Digital Guest Experience MI Initiatives / Fulfillment 16

Criteria Guestroom Entertainment Platform (EMEA, US/CAN)

Mark N/A if any of the following:

• Hotel is located in AP or CALA

• Hotel is located in CAN or EUR and is AH, ELMT, FP, LC, LM, SHER, SR, TRB, WSTN, or W
• Hotel is an AC Hotel with JV ownership (Implementation date: January 1, 2024)
• Hotel brand is AUTO, ED, NB, PH, or TRB

Hotel must have the guestroom entertainment platform, including:

• Interactive program guide

• (US/CAN): Over the Top (OTT) Entertainment Application installed (e.g., Netflix, YouTube)

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• (US): Required channel line-up

Guestroom entertainment system is commonly referred to as: Netflix system, Enseo system, Set Top Box
product

Verify all elements listed below are present on the guestroom television:

• Interactive program guide is available

• (US/CAN): OTT Entertainment application installed by confirming access to Netflix
• (US): Channel line-up present by confirming Hallmark channel available

Mark No if any above criteria is not met

CABBOH011

MGS Search OPS-FRO-069

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Training

Cleaning Learning is conducted and documented for all Housekeeping associates (CALA,
EMEA, US/CAN)

Q# Group Category / Area To Address Points

CABBOH006 Training MI Initiatives / Fulfillment 2

Criteria Cleaning Learning is conducted and documented for all Housekeeping associates (CALA, EMEA,
US/CAN)

Mark N/A if any of the following:

• Hotel is located in AP
• All Housekeeping associates hired within the last 90 days

All Housekeeping associates (within 90 days of hire) must complete the required cleaning learning

Select (1) housekeeping associate:

• In position at least 90 days

• On hotel's payroll

Associate must be able to answer basic questions on program implementation at the hotel

Mark No if any of the above is not met

CABBOH006

MGS Search OPS-HKP-265D

Marriott Bonvoy Training is conducted and documented

Q# Group Category / Area To Address Points

CABBOH025 Training MI Initiatives / Documentation 4

Criteria Marriott Bonvoy Training is conducted and documented

Mark N/A if any of the following:

• Hotel has provided documentation that an owner or management company change has occurred
within the last 90 days
• Hotel is open less than 90 days
• All associate hire dates within the last 90 days
• Hotel is a non-branded property
• Hotel does not participate in Marriott Bonvoy

All associates who have been in position for at least 90 days must complete Marriott Bonvoy training with the
following components:

• The Power of Loyalty

• Living Loyalty
• Exploring Member Benefits

Select (1) Associate (e.g., Front Office, F&B, Engineering, Spa)

• In position at least 90 days

• On hotel's payroll

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Documentation must only be in (1) of the following specific forms listed below:

• Digital Learning Zone > Reporting

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

Mark No if any of the above criteria is not met

CABBOH025

MGS Search OPS-FRO-304

W Hotels Training is conducted and documented

Q# Group Category / Area To Address Points

HH2614 Training MI Initiatives / Documentation 16

Criteria W Hotels Training is conducted and documented

Mark N/A if any of the following:

• Hotel has provided documentation that an owner or management company change has occurred
within the last 90 days
• Hotel is open less than 90 days
• HH2612 is evaluated

W Onboarding Program consists of 4 training programs:

• Welcome to W Hotels (mHub/DLZ #1196165) - must be completed and documented for all new
Talent beginning on the first day of work
• W Service Foundations (mHub/DLZ #1196166)
• Whatever/Whenever Pro (mHub/DLZ #1196167)
• Whatever/Whenever Pro + (mHub/DLZ #1196168)

Select (1) Talent hired after June 1, 2021:

• Do not select Talent not on hotel's payroll

Verify documentation is present and in (1) of the following forms:

• Reporting > Digital Learning Zone

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

Confirm that selected Talent has completed documentation for Welcome to W Hotels and Mark No if any of the
following:

• W Service Foundations and Whatever/Whenever Pro training program not conducted

• W Service Foundations and Whatever/Whenever Pro training not conducted/documented in
mHub/DLZ for selected Talent

HH2614

MGS Search HR-021

Department Luxury Basics (DLB) meetings held monthly

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Q# Group Category / Area To Address Points

HH2612 Training Staff Service / Branded Service 16

Criteria Department Luxury Basics (DLB) meetings held monthly

Mark N/A if HH2614 is evaluated

To support the Whatever/Whenever Remastered program, hotels must minimally:

• Conduct monthly department meetings for all departments

• Conduct Department Luxury Basics (DLB) meetings every other month for Welcome,
Whatever/Whenever, Style, B&F departments

Departmental meetings are to cover Department Luxury Basics (DLB). Talent should know the DLB
topic discussed in their last department meeting.

Mark No if:

• Hotel is not conducting monthly and/or semimonthly meetings as required

• Hotel is not covering the DLB as required
• Talent was not able to name the topic covered in last DLB meeting

MGS Search HR-021

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Fire Protection/Life Safety

Randomly selected Fire/Life Safety item is compliant

Q# Group Category / Area To Address Points

CABPC006-e Fire Protection/Life Safety MI Initiatives / Safety & Security 0

Criteria Randomly selected Fire/Life Safety item is compliant

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

Select (1) of the items listed in the Fire/Life Safety audit and verify compliance

CABPC006-e

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Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

Food Safety

Personal hygiene procedures are followed

Q# Group Category / Area To Address Points

CABFS101 Food Safety MI Initiatives / Safety & Security 0

Criteria Personal hygiene procedures are followed

Mark N/A if any of the following:

• 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 bare hand contact with ready-to-eat-foods

• No eating, drinking, smoking, or tobacco use in areas with exposed food, food contact surfaces, food
contact packaging
o It is acceptable if closed beverage containers (e.g., sports bottles, cups with lids, cups with
lids and straws) are present as long as stored below or adjacent to work stations so they
cannot contaminate the food and food contact surfaces
• All dedicated hand washing sinks are stocked (disposable towels or air dryer, soap, trash can
nearby), hot and cold water supplied, and accessible (not blocked, used for food prep)

The following additional hygiene measures must be followed, but will not be evaluated during the third party
evaluation process:

• All associates washing hands following:

o Touching face, hair
o Using restrooms
o Touching raw food product
o Changing gloves
• No associates working who display symptoms of illness:
o Diarrhea
o Vomiting
o Fever
o Sore throat with fever
o Jaundice (yellowing of the eyes)

Mark No if the above criteria is not met

CABFS101

MGS Search OPS-FNB-057A

Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding
devices

Q# Group Category / Area To Address Points

CABFS103 Food Safety MI Initiatives / Safety & Security 0

Criteria Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices

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Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Local code prohibits/supersedes any standard, documentation must be provided to verify
• No food items present

Cold foods must be held at or below 41F (5C)

Select cold unit/units (walk-in, reach-in, cold holding units, salad bars, ice wells):

• (AC, AH, ELMT, FF, RI, SHS, TPS): (1) Refrigerator

• (AUTO, CY, DH, ED, FP, JW, LC, LM, MH, MX, NB, PH, RC, RCC, RH, SHER, SR, TRB, W, WSTN):
(2) Refrigerators/cold holding units
• (GH): (2) Refrigerators/cold holding units per kitchen
o If multiple kitchens, check (2) units per kitchen
▪ Bakery/Pastry Shop/Butcher/Garde Manager, cafeteria/canteen are considered
separate kitchens

Check (2) temperatures per unit

If hotel uses optional Time in Lieu of Temperature procedures:

• When potentially hazardous food products are on display (e.g., buffet (boiled eggs, salmon), omelet
cooking station (ham, bacon)) and temperature is out-of-range:
o Ask to see HACCP Form A-20
o Verify food product evaluated is:
▪ Listed on HACCP Form A-20
▪ "Time item is displayed" listed is less than (4) hours from current time

Mark No if any of the following:

• (2) or more products are 42-55F (6-13C)

• Any product is over 55F (13C)
• Time in Lieu of Temperature is used and no food items are documented
• Time in Lieu of Temperature is in place and HACCP Form A-20 is not used
• Time in Lieu of Temperature is in place and log entry not filled out correctly
• Time in Lieu of Temperature is in place and documentation not 90%+ complete

CABFS103

MGS Search OPS-FNB-057

Dishwashing machines properly maintained and operated

Q# Group Category / Area To Address Points

CABFS105 Food Safety MI Initiatives / Safety & Security 0

Criteria Dishwashing machines properly maintained and operated

Mark N/A if any of the following:

• Area 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 dishwashing machine

Test using a thermometer or strips that are not damaged

For Low temp machines:

• Test only once using non-damaged strips used by hotel to test sanitizer level
• Run machine with full rack of equipment, plates or glasses
• Immerse strip for exactly the specified time in water on plate, glass or equipment
o Do not agitate the test strip
o Do not contact foam on top of the solution
• Verify concentration of chemical sanitizer is at proper level (e.g., Chlorine: 50-100 ppm) as indicated

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on test strip scale

For High temp machines:

• Test only once using a thermometer or strips

• Non-chemical sanitizing in a dishwashing machine must be at 160F (71C) on dish surface
• If machine has not been used recently, run it through a cycle or two (2) before testing
• Test High temp machines:
o Attach a 160F (71C) test strip, heat tape using a plate or fork or use a waterproof
thermometer.
o Run tape or waterproof thermometer through the machine
o Check heat tape for activation or thermometer for correct temperature of the food contact
surface in the machine

Randomly select (1) dish machine in the food and beverage area (All brands except GH)

Randomly select (3) dish machines in the food and beverage areas (GH)

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

MGS Search OPS-FNB-057C

Ice Machines are clean and in good condition

Q# Group Category / Area To Address Points

CABFS102 Food Safety MI Initiatives / Safety & Security 0

Criteria Ice Machines are clean and in good condition

Mark N/A if any of the following:

• Area is under complete renovation and not available for guest use
• Local code prohibits/supersedes any standard, documentation must be provided to verify

(All brands except GH): Randomly select (1) ice machine in the food and beverage area

(GH): Randomly select (3) ice machines in the food and beverage areas

Ask Engineering associate to remove inspection panel of ice machine to observe cleanliness of all ice/water
contact surfaces

Check ice contact areas of bins, doors, drop guards, interior of ice machine, gaskets and ice scoops

Mark No if any of the following:

• Interior of ice machine dirty

• Mold, mildew or fungus on ice/water contact areas
• Rust on the inside of ice machine or ice/water contact areas
• Access to inside of ice machine is not available

CABFS102

MGS Search OPS-FNB-057

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Facility is clean and in good condition

Q# Group Category / Area To Address Points

CABFS104 Food Safety MI Initiatives / Safety & Security 0

Criteria Facility is clean and in good condition

Mark N/A if any of the following:

• 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)

As you walk through the facility evaluate the cleanliness and condition of food contact surfaces, equipment, and
non-food contact surfaces

Check baseboards, cabinets, ceilings, counters, doors, drains, drain covers, floors (grout lines), equipment,
grease traps, hardware, mats, outlet covers, switch plate covers, tables, vents, walls, and windows in all food
production, food service, food storage and food transportation areas of the operation

There should be no evidence of pests including:

• Active cockroaches or rodents

• (5) or more pests in a small area (e.g., (6) fruit flies in drain)
• Evidence of pests breeding
• Birds nesting inside building
• Trailing ants in food preparation area
• Dead pests

Mark No if any of the following:

• (5) or more cleanliness or condition issues were observed or encountered

• Any evidence of pests

CABFS104

MGS Search OPS-FNB-057C

Cross-contamination prevention procedures are followed

Q# Group Category / Area To Address Points

CABFS107 Food Safety MI Initiatives / Safety & Security 0

Criteria Cross-contamination prevention procedures are followed

Mark N/A if any of the following:

• 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)

To be Compliant:

• Hotel must store items with the highest cooking temperature requirement on the bottom shelf of the
refrigerator and place food items with lower cooking temperature requirements above these items
• Food storage and preparation areas must not be located below physical hazards that could fall into

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food
o Examples of such hazards include but are not limited to: raw animal products above ready-
to-eat foods, commingling raw animal species, and thumb tacks/staples
• Chemicals cannot be stored above food or food contact surfaces
• Cross-contamination or potential for cross-contamination cannot exist with food or food contact
surfaces
• Food cannot be stored or thawing in a dedicated hand washing sink

Mark No if any of the following are observed or encountered:

• Raw animal products stored above or commingled with ready-to-eat products

• Food items with higher cooking temperature requirements stored over food items with lower-cooking
temperature requirements
• Physical hazards that would present an imminent health hazard, such as push pins used directly
above food prep surfaces
• Chemicals stored above food or food contact surfaces
• Cross-contamination or potential for cross-contamination exist with food or food contact surfaces
• Food stored or thawing in a dedicated hand washing sink

CABFS107

MGS Search OPS-FNB-057A

Temperature Logs and Training documentation is completed and available for review

Q# Group Category / Area To Address Points

CABFS100 Food Safety MI Initiatives / Safety & Security 0

Criteria Temperature Logs and Training documentation is completed and available for review

Mark N/A if any of the following:

• Facility not present

• Area 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
• All associate hire dates within the last 60 days when evaluating hourly food safety training
• All manager hire dates within the last 60 days when evaluating management food safety certification
• Restaurant is operated by a third party

Review documentation from last inspection, re-inspection, owner/management company change or opening/re-
opening date forward

• Hotel must provide documentation of owner/management company change

Select (1) of the following (6) documentation items to review

1) Proof of Food Safety training for all culinary food handling associates

All food handlers (e.g., cook) must minimally be:

• Trained
• Re-trained every 2 years

Food handler is an associate who is involved in the preparation of food/food products either from scratch or
convenience items (e.g., cook)

Select (1) (GH 5) hourly culinary staff member in current position at least 60 days

Ask to see documentation that the selected culinary staff is food safety trained within the last 2 years

Any food safety training is acceptable, the most common examples are:

• Governmental or local food handler training

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

• ServSafe Food Handlers

• MenuTrinfo LLC - National Food Handler
• Management certification program (e.g., ServSafe)
o It is acceptable for management certifications to be valid for the entire length of certificate
(e.g., 5 years) without re-certifying or additional training every 2 year
▪ Certificate must state program is a Management program to not require
additional training every 2 years

Documentation may be in any form, the most common examples are:

• Roster
• Training certificate
• Completion documentation

Mark No if any of the following:

• Training not conducted or documented

• Training documentation more than 2 years old

2) The appropriate managers are Food Safety Certified through an approved program

Review documentation from last inspection, re-inspection, owner/management company change or opening/re-
opening date forward

• Hotel must provide documentation of owner/management company change

Management staff must minimally complete management food safety certification

• Minimum number of Food Safety certified management (positions vary by hotel, equivalents
acceptable):
o (AC, AH, ELMT, FF, SHS, TPS): (1) Manager
o (CY, FP, MX, RI): 250 rooms/suites or less:
▪ Chief Engineer (management or salaried), GM, other manager (or other hourly
staff if only (1) management position on property)
o (CY, FP, MX, RI): 251 rooms/suites or more:
▪ Chief Engineer (management or salaried), Assistant GM, other managers (or
other hourly staff if only (1) management position on property)
o (AUTO, DH, GH, JW, LC, LM, MH, NB, PH, RC, RCC, RH, SHER, SR, W, WSTN):
Assistant Engineer, Banquet Chef, Chief/Executive Steward, Culinary managers, Director
of Engineering, Executive Chef, Restaurant Managers, Sous Chefs
• Current (5 years from validation date), from an approved certification training program (in-person or
online)

Food handler certification or proof of training (e.g., roster, training documentation) is not acceptable

Ask to see certificates of managers in current position at least 60 days:

• (AUTO, CY, DH, FP, GH, JW, LC, LM, MH, MX, NB, PH, RI, RC, RCC, RH, SHER, SR, W,
WSTN): Select (2) Management staff from the list above
• (AC, AH, ELMT, FF, SHS, TPS): Ask to see certificate for the certified manager
• (GH): Select (5) Management staff from the list above

US

Management food safety certification must only be from one of the following certifying bodies:

• NRFSP (National Registry of Food Safety Professionals)

• ServSafe (National Restaurant Association/Educational Foundation)
• Learn2Serve 360 Training.com, Inc.
• Above Training /State Food Safety.com - Certified Food Protection Manager
• The Always Food Safe Company, LLC - Food Production Manager Certification
• IAA Food Handler - Certified Food Protection Manager

City/County/State certifications may not be substituted unless logos of one of the above certifying bodies is
present

Documentation must be management certificate

AP, CALA, CAN, EMEA

Documentation may be from any certifying body

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used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.

ALL CONTINENTS

Mark No if any of the following:

• Certificates not from approved program (US)

• Certificates not on file and available for review
• Certificates older than 5 years
• Required staff not certified in approved program

3) Culinary managers are properly trained in food allergy awareness and know how to avoid cross-
contact during food preparation and service

Food allergy training must minimally be completed by:

• (AUTO, CY, DH, GH, JW, LC, LM, MH, PH, RC, RCC, RI, RH, SHER, SR, W, WSTN): (2) Culinary
managers
• (AC, AH, ELMT, FF, FP, MX, SHS, TPS): (1) Manager

Any food allergy training is acceptable from any date or year

• Examples include:
o AllerTrain or AllerTrain Lite by Menu Trinfo LLC
o On-line, self-directed or classroom training

Ask which managers are trained in food allergy training

Ask to see training certificates of managers in current position at least 60 days:

• (AUTO, CY, DH, GH, JW, LC, LM, MH, PH, RC, RCC, RI, RH, SHER, SR, W, WSTN): (2)
Management staff
• (AC, AH, ELMT, FF, FP, MX, SHS, TPS): (1) Manager

Mark No if required number of managers do not have proof of training

4) Refrigerator and freezer temperature logs (HACCP Log A-3) are completed and on file for the past 3
months

Hotel may use any form (electronic or paper)

If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper logs/forms must be completed

Log must minimally record:

• Date
• AM internal temp
• PM internal temp
• Corrective Action (if temperature out-of-range)
o Refrigerator temperatures above 41F (5C) are considered out-of-range
o Freezer temperatures above 5F (-15C) are considered out-of-range

Select (1) refrigerator and (1) freezer

Select (1) week (7 consecutive days) within the past 3 months

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

5) Temperature Logs (HACCP Log A-1) for cooking, holding and reheating food items are completed
and on file for the past 3 months

Do not select this item is hotel does not cook, hold or re-heat food items

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:

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Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

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

• 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 135F (57C) or cold holding above 41F (5C) are
considered out of range

Select (1) kitchen and (1) meal period for 1 week (7 consecutive days) within the past 3 months

Review documentation and check all fields are correctly completed for selected entries

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

6) Food Cooling Logs (HACCP Log A-2) are completed and on file for the past 3 months

Do not select this documentation item if hotel does not re-heat food

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 (5C) are considered out-of-range

Select (3) cooling log entries within the past 3 months

Review documentation and check all fields are correctly completed for selected entries

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

MGS Search OPS-FNB-057

Page 373 | 373

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or
used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.