2022 Brand Standards Audit Updated 1/13/22

Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA
document on MGS.
2022 Brand Standards Audit
Updated 1/13/22
Page 1 | 202
Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed
or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited.
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS.
Table of Contents
Front Entrance Arrival/Valet Arrival ................................................................................................. 3
Check-In ............................................................................................................................................. 8
Bell – Arrival .................................................................................................................................... 26
Bar/Lounge ....................................................................................................................................... 29
Room Service ................................................................................................................................... 40
Executive Lounge/Club Lounge ....................................................................................................... 47
Concierge .......................................................................................................................................... 56
Restaurant ......................................................................................................................................... 60
External Telephone ........................................................................................................................... 74
Service General................................................................................................................................. 77
Bedroom ........................................................................................................................................... 83
Bathroom ........................................................................................................................................ 109
Elevator ........................................................................................................................................... 116
Corridors ......................................................................................................................................... 117
Lobby .............................................................................................................................................. 118
Public Restrooms ............................................................................................................................ 122
Meeting Room/Function Space ...................................................................................................... 125
Fitness Center ................................................................................................................................. 130
Pool ................................................................................................................................................. 136
Spa .................................................................................................................................................. 139
Spa - Locker Room ......................................................................................................................... 145
Back/Heart of House ...................................................................................................................... 147
Training .......................................................................................................................................... 180
Fire Protection/Life Safety ............................................................................................................. 183
Food Safety ..................................................................................................................................... 188
Page 2 | 202

Front Entrance Arrival/Valet Arrival
Warm welcome/greeting provided
Q# Group Category / Area To Address Points

CABFE9901 Front Entrance Arrival/Valet Operations / Service 16
Arrival
MGS OPS-FRO-175
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Good posture, smile, eye contact, and attentive listening maintained

throughout the interaction

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

Arrival
MGS OPS-FRO-175
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Valet interaction meet standards
Page 3 | 202

ENT2902 Front Entrance Arrival/Valet Operations / Service 2

Arrival
Criteria Valet interaction meet standards
Mark N/A if any of the following:
• Hotel is located in AP
• Hotel is located where guests do not arrive by car (e.g., boat/island)
Valet attendant must:
• Promptly open car doors

• Offer assistance with luggage / unload luggage from vehicle
• Associate explains retrieval process, privileges and rates
• Numbered receipt provided
• Valet parking ticket meets current brand graphic standards
Mark No if any of the above criteria is not met
ENT2902
MGS OPS-FRO-175
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OPS-FRO-282N
The associate provided directions to the registration area

ENT2903 Front Entrance Arrival/Valet Operations / Service 4
Arrival
Criteria The associate provided directions to the registration area
Associate must provide directions to registration area
Mark No if the above criteria is not met
Page 4 | 202

ENT2903
MGS OPS-FRO-175
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OPS-FRO-282N
Guest name used during the experience, when known

Arrival
MGS OPS-FRO-175
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Further assistance offered to the guest

Arrival
MGS OPS-FRO-175
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Warm and sincere closing offered and appreciation demonstrated

Arrival
MGS OPS-FRO-175
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Page 5 | 202

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

Arrival
MGS OPS-FRO-175
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Valet parking hours meets standards

ENT2901 Front Entrance Arrival/Valet Brand / Branded Service 2
Arrival
Criteria Valet parking hours meets standards
Valet parking must be available 24 hours per day
ENT2901
MGS OPS-FRO-282N
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Front Entrance/Valet Arrival Exterior Cleanliness - General

CABENT00 Front Entrance Arrival/Valet Operations / Cleanliness 4
1 Arrival
Page 6 | 202

MGS OPS-HKP-089A
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Front Entrance/Valet Arrival Exterior Condition - General

CABENT00 Front Entrance Arrival/Valet Operations / Condition 4
2 Arrival
Page 7 | 202

Check-In
Mobile check-in was evaluated

CK29T1 Check-In Operations / Service
If standing in a queue, an attempt to acknowledge the guest was made in

a timely manner

CABCK990 Check-In Operations / Service 2
8
MGS OPS-FRO-175
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1
MGS OPS-FRO-175
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Mobile Check-In Welcome meets standards

Criteria Mobile Check-In Welcome meets standards
Page 8 | 202

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

• Hotel 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
expecting you; Thank you for using mobile check-in, we have your room
ready; We have been preparing for you)
• Recognize applicable preferences (e.g., Room type)
CABCK005
MGS OPS-FRO-282D
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3
MGS OPS-FRO-175
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4
Page 9 | 202

MGS OPS-FRO-175
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Check-in process meets standard

CK2901 Check-In Operations / Service 4
Criteria Check-in process meets standard
Mark N/A if guest check-in was conducted via mobile check-in
The Associate must minimally:
• Collect method of payment

• Verify ID
• Confirm rate non-verbally
CK2901
MGS OPS-FRO-282E
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Departure information reviewed at check-in

Criteria Departure information reviewed at check-in
Mark N/A if guest check-in was conducted via mobile check-in
The Associate must minimally:
• Ask Departure date

• Ask for Departure time
Page 10 | 202

• Confirm room type

• Notify guest that receipt will be emailed (US/CAN)
CK2902
MGS OPS-TECH-001
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Associate offers enrollment into Marriott Bonvoy to guest at check-in

Criteria Associate offers enrollment into Marriott Bonvoy to guest at check-in
• Guest is already a member

• Hotel does not participate in Marriott Bonvoy
Evaluate if associate verbally communicated benefits of enrollment into the

program. Examples include:
• Free Wi-Fi
• Mobile check-in (where available)
• Member Rates
• Mobile Chat
• Mobile Key (where available)
CABCK007
MGS OPS-FRO-304
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All Marriott Bonvoy members are recognized at check-in
Page 11 | 202


Criteria All Marriott Bonvoy members are recognized at check-in
Mark N/A if:
• Guest is not a Marriott Bonvoy member

Marriott Bonvoy members must be verbally acknowledged at check-in
Examples include:
• "I see you are a Platinum Elite Member"

• "Thank you for being a Gold Elite member of our Marriott Bonvoy program"
• Thank member for loyalty
CABCK001
MGS OPS-FRO-282E
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Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members
offered room upgrade

Criteria Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members
offered room upgrade
• Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador

Elite member
Suite upgrades are:
• Excluded for Gold Elite members

• Included for Platinum Elite, Titanium Elite or Ambassador Elite members
Page 12 | 202

• 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
• At The Ritz-Carlton, suites are only included for Titanium Elite and
Ambassador Elite members and rooms with direct Club Lounge access are
excluded
Evaluate if the associate offered or mentioned a room upgrade during the check-in
process
• Term ‘upgrade’ must be used in conversation
Mark Yes if:
• A room upgrade was offered & mentioned verbally during check-in

• A room upgrade was mentioned but not available
Mark No if:
• A room upgrade was not verbally mentioned or offered during the check-in
process, even if an upgrade was provided/discovered upon room arrival
• Member was given the option to purchase a room upgraded room/room
type
CABCK004
MGS OPS-FRO-304
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Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out

time confirmed at check-in

Criteria Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time
confirmed at check-in
• Guest is not a Platinum Elite, Titanium Elite, or Ambassador Elite member

• Hotel is a Resort and/or Convention Hotel
Page 13 | 202

Hotel must verbally confirm check-out time with Platinum Elite, Titanium Elite,
and Ambassador Elite members at time of arrival
Platinum Elite, Titanium Elite, and Ambassador Elite members receive a

guaranteed late check-out as late as 4pm as part of their Elite benefits
• If member requested a late check-out electronically via Mobile Check-in,

associate must confirm time during the check-in process
CABCK002
MGS OPS-FRO-304
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Complimentary lounge access is provided to Platinum Elite, Titanium

Elite, and Ambassador Elite members

Criteria Complimentary lounge access is provided to Platinum Elite, Titanium

Elite and Ambassador Elite members
• Hotel is a resort property (JW, MH, DH, AUTO, CY, RH)

• Hotel does not have a lounge or lounge is closed (LM, SHER )
• Hotel does NOT have a lounge (CY)
• Hotels located in AP/CALA/MEA do NOT have a lounge (JW, MH, DH,
AUTO )
• Hotel has been approved to not participate in complimentary lounge access
(refer to https://www.marriott.com/loyalty/terms/default.mi)
Hotel is required to provide complimentary lounge access to Platinum Elite

/Titanium Elite/ Ambassador Elite members. At Delta hotels, properties without a
Signature Club Lounge, as the approved alternative the member will receive access
to the Elite Pantry.
JW, MH, DH, AUTO (US/CAN):
Page 14 | 202

If the Concierge/Club/Executive Lounge is closed or not present, Platinum Elite,

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

Elite and Ambassador Elite members must be offered a daily choice of either:
• Complimentary breakfast for 2 in the restaurant
OR
• 750 bonus points
CY (outside US/CAN):
If the Concierge/Club/Executive Lounge is closed, Platinum Elite, Titanium Elite and

Ambassador Elite members must be offered breakfast in restaurant.
CABCK003
MGS OPS-FNB-036
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OPS-FRO-304
Internet assistance offered at check-in (AP)

Criteria Internet assistance offered at check-in (AP)
Mark N/A if you find any of the following:
• Hotel is located in CALA, EMEA or US/CAN
Page 15 | 202

Front Desk agent must minimally:
• Offer guest a continent specific program card

o Wi-Fi card
Mark No if guest is not provided the appropriate continent program card during
check-in
CABCK011
MGS OPS-TECH-003
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The associate was knowledgeable about property offerings and the local
area

Criteria The associate was knowledgeable about property offerings and the local area
The associate must be knowledgeable about (1) of the following:
• Hotel offering
• Local area
CK2903
MGS OPS-FRO-175
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Unlock Art Programme is in place as part of the arrival experience

CK2909 Check-In Brand / Branded Feature 4
Page 16 | 202

Criteria Unlock Art Programme is in place as part of the arrival experience
Front desk associate must:
• Verbally inform guest about Unlock Art programme and hotel partnership
with local centre
It is acceptable to have a voucher to Unlock Art partner
CK2909
MGS OPS-FRO-268F
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The associate executed payment and key delivery components for

mobile check-in

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

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

o It is acceptable if keys/key packets are not pre-prepared if room is
not ready (e.g., guest cannot be assigned a room and must wait)
o If room ready notification was received, key packets must be
prepared in advance
• Verbally confirm the method of payment (e.g., using last 4 digits of credit
card)
It is not acceptable to swipe or request the credit card for any Loyalty
Program members, except:
Page 17 | 202

• In jurisdictions where credit card swipes are required by law or when the
credit card type does not allow for manual authorization, i.e., Chip & Pin
• Guest requests to use different credit card
• Member profile does not reflect any stay history or stay history was more
than 12 months ago
CABCK006
MGS OPS-FRO-282D
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Room number provided discreetly, non-verbally

9
MGS OPS-FRO-175
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Unlock Art keycards meet standard

Criteria Unlock Art keycards meet standard
Keycard must be one of the following:
• Keycard must be one of the following:

o Le Scoop by Le Meridien
o Le Meridien (avec amour)
o LM002 Scent
o Marriott Bonvoy Elite
• The following keycards are NOT acceptable:
o Follow Me Video Art
o A New Wave
Page 18 | 202

o Le Meridien Family
o Creative Meetings
o Malin + Goetz Bath Amenities
o Find Something You Weren't Looking For
It is acceptable for keycard to be a Marriott Bonvoy Elite card
CK2910
MGS OPS-FRO-268F
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OPS-FRO-268F
Key packet meets standard

Criteria Key packet meets standard
The associate must at a minimum:
• Hand the guest his/her brand key card in Marriott Bonvoy key packet
o Key packet should be delivered based on membership level (i.e.
nonmember/member or Elite)
CK2914
MGS OPS-FRO-304
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2
MGS OPS-FRO-175
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5
MGS OPS-FRO-175
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6
MGS OPS-FRO-175
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detractors

7
MGS OPS-FRO-175
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Front Desk/Arrival Area meets Styling and Staging Standard

Criteria Front Desk/Arrival Area meets Styling and Staging Standard
Mark N/A if:
• Area is under complete renovation and not available for guest use
• Glass doors are not present
Arrival area (e.g., front desk, Le Méridien Hub) must minimally follow:
• Glass doors
o Distraction pattern decals are in place and in good condition
• Cable management
o All visible cables must be either wrapped, tied, or hidden
• Heart of House activities
o Transport of items
 Any heart of house items being transferred must be
covered (e.g., trash, dirty dish bin, bar items)
• Storage of items
o Heart of house items must not be stored in visible guest area (e.g.,
tables, chairs, carts)
• Labels
o Labels and stickers (e.g., price tag, country of origin) must not be
visible
• Botanicals
o Live plants only, no plastic
• Trash cans
o No plastic can liners visible
CK2905
MGS OPS-FRO-291C
Search
LM Look Book
Distraction Pattern (mer.145275)
Page 21 | 202

Le Meridien Hub meets Styling and Staging standards

Criteria Le Meridien Hub meets Styling and Staging standards
Mark N/A if the area is under complete renovation and not available for guest use
Le Méridien Hub area must minimally follow:
o All visible cables must be either wrapped, tied or hidden
• Heart of house activities
o Storage of items
 Heart of house items must not be stored in visible guest
area (e.g., tables, chairs, carts)
• Labels
visible
• Botanicals
• Trash cans
o No plastic bag liners are acceptable (unless noted by local
jurisdiction)
CK2906
MGS OPS-FRO-268C
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Sensory Elements meet standards

Page 22 | 202

Criteria Sensory Elements meet standards
Mark N/A if area is under complete renovation and not available for guest use
Le Méridien Hub must minimally follow:
• Lighting
o Illumination is adjusted to reflect the transition of day to night and
night to day
o Lighting must change with every meal period
• Candles- early evening
o Must be lit when present
o Must be real and cannot be battery powered or electronic unless
local regulations prohibit open flames
• Music follows brand guidelines and is audible in the following areas:
o Le Méridien Hub
o Elevators
o Bar/Lounge, when open
 Must change throughout the day
o Restaurant, when open
 Must change throughout the day
• Scent
o It is acceptable for hotels with open air Hubs to not have the scent
in this area
It is acceptable for music to not be playing in areas of MEA where local

law/ordinance prevails
CK2907
MGS OPS-FRO-291C
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Video Art meets standard

Criteria Video Art meets standard
Video Art must be/include:
Page 23 | 202

• Present and current reel

• Part of arrival experience
Plaque is not present
CK2912
MGS OPS-FRO-268E
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OPS-FRO-268E
If present, Unlock Art Framed Keycards and Digital Frame meet standard

Criteria If present, Unlock Art Framed Keycards and Digital Frame meet standard
Unlock Art framed keycards and digital frames must either be removed, or only
display the approved collections:
• LM002 Scent
• Avec Amour
• Le Scoop
If present:
• Separately framed (black, wood or metal frame)

• Displayed in prominent location in Hub
• Digital frame must be located at concierge desk, reception desk or bar
• It is acceptable to have a large LCD screen behind front desk verse digital
frame
• It is acceptable to have additional key cards framed if they are from an
approved collection, but only one collection per frame
Mark Yes if all Unlock Art framed keycards and digital frames are removed OR if
one or both are present and meet the above requirements
CK2911
Page 24 | 202

MGS OPS-FRO-268
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LM Unlock Art Keycard Guidelines
Espresso Machine meets standard

Criteria Espresso Machine meets standard
Espresso machine must be:
• Present in Le Méridien Hub

• Traditional, non-automatic (commercial)
CK2913
MGS OPS-FNB-143
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Mobile check-in was evaluated

CK28T1 Check-In Operations / Service
Page 25 | 202

Bell – Arrival

CABBEL990 Bell – Arrival Operations / Service 16
1
MGS OPS-FRO-175
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3
MGS OPS-FRO-175
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4
MGS OPS-FRO-175
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Bell/Door Service associate meets standard
Page 26 | 202

BEL2901 Bell – Arrival Operations / Service 4
Criteria Bell/Door Service associate meets standard
Mark N/A if:
• No associate (e.g., Bell/Door) is present
The associate must:
• Open the passenger-side car door (if applicable)

• Coordinate with the valet attendant to open the driver-side door (if
applicable)
• Welcome guest to the hotel using proper greeting: "Welcome to Le
Méridien"
• Promptly unload luggage and reconfirm number of pieces
• Explain choice of parking options
• Open hotel entrance doors (unless automated)
• Offers Le Méridien umbrellas if it is raining
• Offers towels and bottled water to guests returning from running
BEL2901
MGS OPS-FRO-011
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2

5
Page 27 | 202

MGS OPS-FRO-175
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6
MGS OPS-FRO-175
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detractors

7
MGS OPS-FRO-175
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Page 28 | 202

Bar/Lounge
Bar service hours of operation meets standard

CAB4BLNG Bar/Lounge Brand / Branded Feature 4
001
Criteria Bar service hours of operation meets standard
• Bar/lounge is a licensed conceptMark N/A if any of the following:
Bars & Lounges
• Minimum hours of operation are listed below

• For properties where there is sufficient demand, hours may be extended on
either side of the minimum requirements to open earlier or stay open later
AP, CALA, US/CAN
Breakfast
• Week-Day - Closed
• Week-End - Closed
All Day Continuous Service
• Week-Day: 3pm – midnight

o If the 2 or 3 meal a day restaurant is closed for lunch, please
consider opening your bar for food service
• Week-End: 3pm – midnight
o If the 2 or 3 meal a day restaurant is closed for lunch, please
consider opening your bar for food service
EMEA
• Lounges - All Day Continuous Service

o Minimum 12 hours, opening hours market determined, earliest
closing time 11pm
• Bars
o For Properties with bar operations separate from lounge
operations, these can be opened based on local demand.
Mark No if the above criteria are not met
Page 29 | 202

Hotel will follow local jurisdiction when different than Marriott requirement
CAB4BLNG001
MGS OPS-FNB-047
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CABBLNG9 Bar/Lounge Operations / Service 16
901
MGS OPS-FRO-175
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903
MGS OPS-FRO-175
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904
Page 30 | 202

MGS OPS-FRO-175
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Petit Plates complimentary snack meets standard

LNG2905 Bar/Lounge Brand / Branded Feature 4
Criteria Petit Plates complimentary snack meets standard
Complimentary, locally inspired bar snack must be offered
• Bar snacks must be individually packaged or portioned (AP)
LNG2905
MGS OPS-FNB-140
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OPS-BPC-268

902
MGS OPS-FRO-175
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Page 31 | 202


905
MGS OPS-FRO-175
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906
MGS OPS-FRO-175
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detractors

907
MGS OPS-FRO-175
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Bar Area meets Styling and Staging standards

LNG2901 Bar/Lounge Brand / Branded Service 4
Criteria Bar Area meets Styling and Staging standards
Page 32 | 202

• Bar is a licensed concept
Bar Area meets styling and staging standards
o Storage of items
• Labels
visible
• Botanicals
• Trash cans
jurisdiction)
It is acceptable, where jurisdiction requires, for liquor bottle to have stickers
LNG2901
MGS OPS-FRO-291C
Search
LM Look Book
(The) Sparkling programme hours of operation meet standards

Criteria (The) Sparkling programme hours of operation meet standards
Sparkling Programmes must be offered:
• Simultaneously offered with Petit Plates

• Daily
Page 33 | 202

• Minimum of 3 hours
• Offered in The Hub
If hotel does not have a lobby bar, (The) Sparkling must be offered at an alternate
prominent bar
If hotel does not have any bar, (The) Sparkling must be offered at a hotel restaurant
It is acceptable for programme to be non-alcoholic where local law prohibits

alcoholic consumption
LNG2902
MGS OPS-FNB-139
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OPS-BPC-268
(The) Sparkling programme meets standard

Criteria (The) Sparkling programme meets standard
Daily Sparkling Programme must include:
• (6) Sparkling beverages per brand program guidelines

o (4) Alcoholic
o (2) Non-alcoholic
It is acceptable in countries where alcohol is prohibited, (6) can be non-alcoholic
LNG2903
MGS OPS-FNB-139
Search
Page 34 | 202

OPS-BPC-268
(The) Sparkling & Petit Programme 3D styling elements meet standards

Criteria (The) Sparkling & Petit Programme 3D styling elements meet standards
3D styling elements are implemented per brand programme guidelines
The display must minimally be/contain:
• Placement:
o Prominent location which draws guest attention to Le Méridien Hub
and/or bar
• Petit contents:
o Chalkboard menu
 Featuring Petit Plates
• (The) Sparkling contents:
o Ice bucket
o Light fixture with appropriate decal
o Mirror
o Votives
LNG2907
MGS OPS-FNB-140
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OPS-FNB-139
OPS-BPC-268
(The) Sparkling & Petit Plates Programme Collateral meets Standard

Page 35 | 202

Criteria (The) Sparkling & Petit Plates Programme Collateral meets Standard
Programme collateral must be present including:
• (The) Sparkling & Petit Plates programmes must have a call-out on the bar
menu
• Tent card (per brand artwork & spec)
• Latitude/Longitude Restaurants/Bars must have:
o Latitude/Longitude menu inserts per brand artwork & specification
LNG2908
MGS OPS-FNB-140
Search
OPS-FNB-139
OPS-BPC-268
Petit Plates programme hours of operation meet standard

Criteria Petit Plates programme hours of operation meet standard
Petit Plates programme must be offered:
• Simultaneously offered with Sparkling

• Daily
• Minimum of 3 hours
LNG2904
MGS OPS-FNB-140
Search
Page 36 | 202

OPS-FNB-139
OPS-BPC-268
Petit Plates food offerings meet standard

LNG2906 Bar/Lounge Brand / Branded Service 4
Criteria Petit Plates food offerings meet standard
Petit Plates food offering must minimally include:
• (6) Small (tapas) style locally inspired Signature dishes

o (2) Signature Chic Bites (petit plates)
o Pick (4) of the following (6) Localized European Classics:
 Tartine
 Dip/spreadable paste
 Plater (Cheese/Cold cuts)
 Feuilletes/ Puff Pastry
 Croquettes/Croquetas
 Croque-Monsieur
LNG2906
MGS OPS-FNB-140
Search
OPS-BPC-268
Bar/Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

CABLNG00 Bar/Lounge Operations / Cleanliness 4
5
Page 37 | 202

MGS OPS-HKP-089A
Search
Bar/Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments

CABLNG00 Bar/Lounge Operations / Condition 4
6
Bar/Lounge Cleanliness - Floor

3
MGS OPS-HKP-089A
Search
Bar/Lounge Condition - Floor

4
Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items

7
MGS OPS-HKP-089A
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Page 38 | 202

Bar/Lounge Condition - Furniture/Equipment/Décor Items

8
Bar/Lounge Cleanliness - Service Area and Equipment

1
Bar/Lounge Condition - Service Area and Equipment

2
Page 39 | 202

Room Service
Hotel offers traditional In-Room Dining or A La Carte (US/CAN)

RDM600-x Room Service Operations / Service
Criteria Hotel offers traditional In-Room Dining or A La Carte (US/CAN)
If hotel offers traditional in-room dining, select Room Service
If hotel offers food delivery via A La Carte program, select A La Carte (US/CAN)
Depending on how this question is answered, will depend on which question set is
provided
RDM600-x
Telephone - Telephone etiquette meets standard

CABRST99 Room Service Operations / Service 4
11
MGS OPS-FRO-175
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Telephone – Warm welcome/greeting provided

12
MGS OPS-FRO-175
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Page 40 | 202

Telephone - Guest name used during the experience, when known

02
MGS OPS-FRO-175
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Telephone - Further assistance offered to the guest

05
MGS OPS-FRO-175
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Telephone - Warm and sincere closing offered and appreciation

demonstrated

06
MGS OPS-FRO-175
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Telephone - The overall experience met guest expectations and was free
of negative detractors

07
Page 41 | 202

MGS OPS-FRO-175
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Room Service Delivery meets standard

CAB4RS00 Room Service Brand / Branded Service 16
1
Criteria Room Service Delivery meets standard
Mark N/A if room service is not evaluated
For traditional Room Service:
All Room Service call-down orders must be delivered within 45 minutes of the order
being placed
• Guests MUST be given an estimated delivery time

• Delivery time must not exceed the following:
o Breakfast: 30 minutes
o All day: 30 minutes
o Dinner: 45 minutes
o Beverage: 15 minutes
For hotels using "Knock & Drop":
All call-down orders must be delivered within 25 minutes of the order being placed
• Guests MUST be given an estimated delivery time

• Food order is delivered in packaging reflective of the hotel's specific
branding
• There must only be a delivery option available
• Delivery time must not exceed the following:
o Breakfast: 20 minutes
o All day: 20 minutes
o Dinner: 25 minutes
o Beverage: 15 minutes
CAB4RS001
Page 42 | 202

MGS OPS-FNB-104B
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Delivery - Room delivery announcement meets standard

CABRMD99 Room Service Operations / Service 4
10
MGS OPS-FRO-175
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Delivery - Warm welcome/greeting provided

01
MGS OPS-FRO-175
Search
Delivery - Good posture, smile, eye contact, and attentive listening

maintained throughout the interaction

03
MGS OPS-FRO-175
Search
Delivery - Well-groomed and professional, wearing a uniform
Page 43 | 202


04
MGS OPS-FRO-175
Search
Delivery - Guest name used during the experience, when known

02
MGS OPS-FRO-175
Search
Delivery - Further assistance offered to the guest

05
MGS OPS-FRO-175
Search
Delivery - Warm and sincere closing offered and appreciation

demonstrated

06
MGS OPS-FRO-175
Search
Page 44 | 202

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

07
MGS OPS-FRO-175
Search
Hours of operation meet standard

RS2701 Room Service Brand / Branded Service 4
Criteria Hours of operation meet standard
Minimum hours of operation are listed in the table below. For hotels where there is
sufficient demand, hours may be extended on either side of the minimum
requirements to open earlier or stay open later
CALA, US/CAN
• Room Service
• Hotels
o Week-Day - 6:00 AM 11:00 PM
o Week-End - 6:00 AM 11:00 PM
 Note: Based on market conditions, lunch through In Room
Dining is optional - as long as lunch service is available in
another outlet in the hotel (i.e., coffee shop, café, bar, etc.)
 For continent-specific guidelines and direction, please visit:
(LINK)
• Resorts
o Week-Day: 6:30 AM - 11:00 PM
o Week-End: 6:30 AM 11:00 PM
AP, EMEA
• Room Service
• Hotels
o Week-Day - 6:00 AM - 11:00 PM
o Week-End - 6:00 AM - 11:00 PM
• Resorts
o Week-Day: 6:30 AM - 11:00 PM
Page 45 | 202

o Week-End: 6:30 AM - 11:00 PM
RS2701
MGS OPS-FNB-142
Search
OPS-BPC-281
https://mgscloud.marriott.com/mgs/marrdocs/mgs/common/standards/foodbever
age/lunchguidancethreemealadaynomacala.pdf
Page 46 | 202

Executive Lounge/Club Lounge

CABEXL990 Executive Lounge/Club Operations / Service 16
1 Lounge
MGS OPS-FRO-175
Search


3 Lounge
MGS OPS-FRO-175
Search

4 Lounge
MGS OPS-FRO-175
Search
Page 47 | 202


2 Lounge
MGS OPS-FRO-175
Search

5 Lounge
MGS OPS-FRO-175
Search

6 Lounge
MGS OPS-FRO-175
Search
detractors

7 Lounge
MGS OPS-FRO-175
Search
Page 48 | 202

Food and beverage contents meet standard

CL2906 Executive Lounge/Club Operations / Service 4
Lounge
Criteria Food and beverage contents meet standard
• Hotel does not have a Club Lounge
Food and beverage contents and plate presentation must be:
• Served at appropriate temperature (i.e. Hot Food is Served Hot, Cold Food
is Served Cold)
CL2906
MGS OPS-FNB-068
Search
Club Lounge meets Styling and Staging standards

CL2905 Executive Lounge/Club Brand / Branded Feature 4
Lounge
Criteria Club Lounge meets Styling and Staging standards
• Area is under renovation and not available for guest use

Club Lounge must minimally follow:
Page 49 | 202


o Storage of items
• Labels
visible
• Botanicals
• Trash cans
jurisdiction)
CL2905
MGS OPS-FRO-291C
Search
LM Look Book
LM Implementation Guide
Club Lounge hours of operation meet standards

CL2901 Executive Lounge/Club Brand / Branded Service 4
Lounge
Criteria Club Lounge hours of operation meet standards
The Club Lounge is minimally accessible during the following time periods:
Page 50 | 202

US/CAN, CALA
• Monday - Thursday: 6:30 AM - 10:00 PM

• Friday: 6:30 AM - check-out time
• Sunday: 5:00 PM - 10:00 p.m,
• Weekend: If lounge is open for breakfast, 7:30 AM - 11:00 AM
AP
• Daily: 6:30 AM - 10:00 PM
EMEA
• Daily: 6:00 AM - 11:00 PM
CL2901
MGS OPS-FNB-036
Search
OPS-FRO-175
LM Club Lounge Implementation Guide
Club Lounge services and amenities meets standard

Lounge
Criteria Club Lounge services and amenities meets standard
Services and amenities must minimally include:
• Separate work and leisure/eating space

• Minimum 42" flat screen TV
• Guest dedicated house phone which dials direct to Service Centre
Page 51 | 202

• Appropriate literature (e.g., complimentary newspapers, magazines)
CL2902
MGS OPS-FNB-036
Search
Club Lounge food meets standard

Lounge
Criteria Club Lounge food meets standard

US/CAN, CALA, AP
Complimentary daily food offerings must minimally include:
• Light snacks throughout the day

• Continental breakfast served a minimum of 2.5 hours
o Available via buffet or a la carte
• Evening Hors d'oeuvres served a minimum of 2 hours
EMEA
Food offerings must minimally include:
• Four (4) hours of morning snacks

• Two (2) hours of evening snacks
• Alcoholic beverages are being offered for three (3) hours in the evenings,
where permitted (Beer & Wine only)
• All-day offering consists of:
o Non-alcoholic beverages
o Coffee and tea
o Light snacks
 One (1) savory snack
Page 52 | 202

 One (1) sweet snack

 One (1) fruit
CL2903
MGS OPS-FNB-036
Search
Club Lounge beverage meets standards

Lounge
Criteria Club Lounge beverage meets standards
Complimentary daily beverage offerings must minimally include:
• Selections from Le Méridien Sparkling programme

• Non-alcoholic beverages throughout the day
• Illy coffee throughout the day
• Evening alcoholic beverages (AP)
CL2904
MGS OPS-FNB-036
Search
OPS-FNB-139
Page 53 | 202

OPS-BPC-268
Executive/Club Lounge Cleanliness -

Walls/Doors/Ceiling/Windows/Treatments

EXLNG1104 Executive Lounge/Club Operations / Cleanliness 4
Lounge
MGS OPS-HKP-089A
Search
Executive/Club Lounge Condition -


EXLNG1105 Executive Lounge/Club Operations / Condition 4
Lounge
Executive/Club Lounge Cleanliness - Floor

Lounge
MGS OPS-HKP-089A
Search
Executive/Club Lounge Condition - Floor

EXLNG1103 Operations / Condition 4
Page 54 | 202

Executive Lounge/Club
Lounge
Executive/Club Lounge Cleanliness - Furniture/Equipment/Décor Items

Lounge
MGS OPS-HKP-089A
Search
Executive/Club Lounge Condition - Furniture/Equipment/Décor Items

EXLNG1107 Executive Lounge/Club Operations / Condition 4
Lounge
Page 55 | 202

Concierge
Is the Concierge a separate, staffed station?

CON29T1 Concierge Operations / Service

CABLC9901 Concierge Operations / Service 16
MGS OPS-FRO-175
Search


MGS OPS-FRO-175
Search

MGS OPS-FRO-175
Search
Page 56 | 202

The associate was knowledgeable about property offerings and the local
area

CON2902 Concierge Operations / Service 2
Criteria The associate was knowledgeable about property offerings and the local area
The associate must be knowledgeable about (1) of the following:
• Property offerings
• Local area
CON2902
MGS OPS-FRO-175
Search
Concierge Services meet standard

CON2901 Concierge Operations / Service 4
Criteria Concierge Services meet standard
Concierge Services must:
• Be available 24 hours per day, 7 days per week

• Concierge provides range of services per brand specifications
o Concierge proactively offer to make Reservations
o Concierge proactively offer directions/maps
o 24/7 shoe shine services available
It is acceptable that concierge services are provided via dedicated staff or the front
desk
CON2901
Page 57 | 202

MGS OPS-FRO-290G
Search
OPS-FRO-290E

MGS OPS-FRO-175
Search

MGS OPS-FRO-175
Search

MGS OPS-FRO-175
Search
detractors

Page 58 | 202

MGS OPS-FRO-175
Search
Page 59 | 202

Restaurant
Date and Time of Interaction

CABREST1 Restaurant Set-Up
00
Host/Hostess - Enter name(s)

00
Host/Hostess - If standing in a queue, an attempt to acknowledge the

guest was made in a timely manner

CABRBG99 Restaurant Operations / Service 2
08
MGS OPS-FRO-175
Search
Host/Hostess - Warm welcome/greeting provided

01
MGS OPS-FRO-175
Search
Page 60 | 202

Host/Hostess - Good posture, smile, eye contact, and attentive listening


03
MGS OPS-FRO-175
Search
Host/Hostess - Well-groomed and professional, wearing a uniform

04
MGS OPS-FRO-175
Search
Host/Hostess - Guest name used during the experience, when known

02
MGS OPS-FRO-175
Search
Host/Hostess - Further assistance offered to the guest

05
Page 61 | 202

MGS OPS-FRO-175
Search
Host/Hostess - Warm and sincere closing offered and appreciation

demonstrated

06
MGS OPS-FRO-175
Search
Host/Hostess - The overall experience met guest expectations and was

free of negative detractors

07
MGS OPS-FRO-175
Search
Server - Enter name(s)

00_2
Server - Warm welcome/greeting provided

CABRS990 Restaurant Operations / Service 16
1
Page 62 | 202

MGS OPS-FRO-175
Search
Server - Good posture, smile, eye contact, and attentive listening


3
MGS OPS-FRO-175
Search
Server - Well-groomed and professional, wearing a uniform

4
MGS OPS-FRO-175
Search
Server - Guest name used during the experience, when known

2
MGS OPS-FRO-175
Search
Server - Further assistance offered to the guest
Page 63 | 202


5
MGS OPS-FRO-175
Search
Server - Warm and sincere closing offered and appreciation

demonstrated

6
MGS OPS-FRO-175
Search
Server - The overall experience met guest expectations and was free of
negative detractors

7
MGS OPS-FRO-175
Search
Food and beverage contents meet standard

REST2901 Restaurant Operations / Service 4
Criteria Food and beverage contents meet standard
Page 64 | 202

• Restaurant is a licensed concept
• Hotel does not have a restaurant
Food and beverage contents and plate presentation must be:
• Served at appropriate temperature (i.e. Hot Food is Served Hot, Cold Food
is Served Cold)
REST2901
MGS OPS-FNB-068
Search
Restaurant meets Styling and Staging standards

REST2902 Restaurant Brand / Branded Feature 4
Criteria Restaurant meets Styling and Staging standards
• Hotel does not have a restaurant
Restaurant meets styling and staging standards
o Storage of items
• Labels
Page 65 | 202

visible
• Botanicals
• Trash cans
jurisdiction)
REST2902
MGS OPS-FRO-235
Search
Le Scoop Programme meets standard

GENF2903 Restaurant Brand / Branded Feature 16
Criteria Le Scoop Programme meets standard
Le Scoop by Le Meridien Programme must be in place year-round, per

implementation guide & be/include:
• Offered, minimally, from (1) outlet adhering to the criteria below:

o Le Meridien Hub
 When served in the Le Meridien Hub, Le Scoop must be for
sale for a minimum of six (6) hours per day
 Served in footed porcelain bowl, per brand specification
 It is acceptable to serve Le Scoop in a sugar or
waffle cone with cone wrap per brand artwork
o Hotel Restaurant
 When served in the hotel restaurant, must be for sale for
each Lunch and Dinner meal period the restaurant is open
 Served in footed porcelain bowl, per brand specification
o Pool/Beach
 When served in the Pool/Beach area, must be for sale for a
minimum of six (6) hours per day. If your pool/beach is
Page 66 | 202

seasonal, during the closing month, the Le Scoop

programme must be served in one of the above outlets
 Served in a disposable cup per brand artwork
 Disposable cup cannot exceed 8oz
• If/When Le Scoop is served at other outlets (i.e. In Room Dining, Club
Lounge, etc.), property must adhere to brand packaging, artwork &
programme guidelines
• If/When Le Scoop is served as a themed meeting break or themed event,
your hotel must leverage the Le Scoop promotional pieces including
napkins, buffet cards and poster per brand specification
NOTE: It is acceptable to not have the footed porcelain bowl in place until 4/1/2020
(AP)
• (1) Destination Inspired flavour of Gelato (property choice)

• (2) Classic European flavours of Gelato
o Chocolate
o Vanilla
o Pistachio
o Hazelnut
o Strawberry
o Caffe
o Mint
o Peach
• (1) Citrus flavour of Sorbet
o Lemon
o Lime
o Grapefruit
o Orange
o Tangerine
GENF2903
MGS OPS-FNB-163
Search
OPS-FNB-163
Food and beverage hours of operation meet standard

GENF2901 Restaurant Brand / Branded Feature 2
Page 67 | 202

Criteria Food and beverage hours of operation meet standard

• Restaurant is operated by a third party
F&B hours of operation must be:
• US/CAN, CALA
o Two or Three Meal a Day Restaurants
 Breakfast
 Weekdays: 6:30 AM - 10:00 AM
 Weekends: 7:00 AM - 10:00 AM
 Lunch through the restaurant is optional if lunch service is
available at another outlet in the hotel (e.g., coffee shop,
cafe, bar)
 Dinner
 Daily: 5:00 PM - 10:00 PM
o Bar/Lounge
 Breakfast
 Daily: Closed
 All Day Continuous Service
 Daily: 3pm - Midnight
• EMEA
 Breakfast
 Minimally open for 4.5 hours, open no later than
7:30 AM
 Lunch
 Optional
 If open, restaurant must minimally open for 2.5
hours
 Dinner
 Minimally open for 4.5 hours
 If the restaurant is closed between meal periods, food
service must be available in the lounge or another location
during this time
o Bar/Lounge
 Lounges
 Minimally 12 hours, earliest closing time 11:00 PM
o Bars
 Properties with bar operations separate from lounge
operations may be open based on local demand
• AP
 Breakfast (City)
 Weekdays: 6:30 AM - 10:00 AM
 Weekends 7:00 AM - 10:00 AM
Page 68 | 202

 Breakfast (Resorts)
 Daily: 7:00 AM - 11:00 AM
 Lunch
 Optional if lunch service is available in another
outlet in the hotel (e.g., coffee shop, cafe, bar)
 Dinner
 Daily: Minimally open for 5.5 hours
o Bar/Lounge
 Breakfast
 Daily: Closed
 Daily: 3:00 PM - Midnight
GENF2901
MGS OPS-FNB-047
Search
Breakfast buffet meets standards (AP, EMEA)

CABRB019 Restaurant Brand / Branded Feature 16
Criteria Breakfast buffet meets standards (AP, EMEA)
• Hotel does not have the facility on premises

• Restaurant does not offer a breakfast buffet
• Hotel located in US/CAN, CALA
AP:
Breakfast buffet minimally includes:
• (6) Cereals
• (3) Fresh Juice
• (3) Milk (e.g., Whole, Skim, Soy)
• (3) Yogurt
Page 69 | 202

• (3) Cold Cuts

• (5) Cheese
• (10) Bread/rolls
• (2) Gluten free bread/pastries/muffins
• Egg station
• Pancake, Waffle, French toast station (daily rotation of these stations)
• Noodle bar
• Salad bar
EMEA
• (4) Hot Breakfast Dishes

o (3) Savory, including (1) Egg Dish
o (1) Sweet
• (6) Cereals
o (1) Gluten-Free
• (2) Muesli / Granola
• (1) Muesli Soaked or Oatmeal
• (6) Cereals Condiments (Nuts, Dried Fruits, Seeds)
• (3) Juice
• (3) Milk
o (1) Non-Dairy
• (2) Yogurt
• (6) Fruit
o (3) Cut
o (2) Whole
o (1) Salad or Compote
• (3) Cold Cuts
o (1) Non-Pork
• (4) Cheese
o (2) Sliced
o (2) Whole or Spread
• (2) Bread Toast
• (1) Gluten-free Bread
• (2) Bread Loafs
• (1) Croissant
• (3) Danishes / Pastries
• (2) Rolls
• (1) Salad
• (1) Raw Vegetable or Spread
• (1) Condiments or Dressings
Mark No if any of the above criteria not met
CABRB019
Page 70 | 202

MGS OPS-FNB-025
Search
EMEA Breakfast program
Disposable Food & Beverage Containers meet standard

CABBOH03 Restaurant Operations / Operations 4
0 Standards
Criteria Disposable Food & Beverage Containers meet standard
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®
No polystyrene (i.e. Styrofoam®) disposable products are used throughout food and
beverage service and packaging (plates, bowls, cups, and to go containers).
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
CABBOH030
MGS OPS-SUS-014
Search
Restaurant Condition - Walls/Doors/Ceiling/Windows/Treatments

REST2915 Restaurant Operations / Condition 4
Page 71 | 202

Restaurant Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

REST629 Restaurant Operations / Cleanliness 4
MGS OPS-HKP-089A
Search
Restaurant Cleanliness - Floor

MGS OPS-HKP-089A
Search
Restaurant Condition - Floor

Restaurant Cleanliness - Furniture/Equipment/Décor Items

MGS OPS-HKP-089A
Search
Restaurant Condition - Furniture/Equipment/Décor Items

Page 72 | 202

Restaurant Cleanliness - Buffet Area and Equipment

MGS OPS-HKP-089A
Search
Restaurant Condition - Buffet Area and Equipment

Page 73 | 202

External Telephone

CABTL100 External Telephone Set-Up
Enter name(s)

CABTL000 External Telephone Set-Up
Telephone - Telephone etiquette meets standard

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

MGS OPS-FRO-175
Search
Telephone - The associate used the hotel name

Page 74 | 202

Criteria Telephone - The associate used the hotel name
Mark No if the associate did not use the hotel name
CABTL408
MGS OPS-FRO-298
Search
Telephone - The associate was knowledgeable about property offerings

and the local area, as applicable

Criteria Telephone - The associate was knowledgeable about property offerings and
the local area, as applicable
Pick (1) of the following topics and inquire of the associate:
• F&B hours of operation

• Local directions
• Local restaurants
• Local events
Mark No if the associate is not knowledgeable about the above item
CABTL406
MGS OPS-FRO-297
Search
Telephone - Guest name used during the experience, when known

Page 75 | 202

MGS OPS-FRO-175
Search
Telephone - Further assistance offered to the guest

MGS OPS-FRO-175
Search
Telephone - Warm and sincere closing offered and appreciation

demonstrated

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

MGS OPS-FRO-175
Search
Page 76 | 202

Service General
Service Recovery Process meets standard

GEN2902 Service General Operations / Service 16
Criteria Service Recovery Process meets standard
Mark N/A if did not encounter a problem
This will apply to one interaction during the unaccompanied service evaluation at
the property
• Associates apply the L.E.A.R.N. model (Listen, Empathize, Apologize,

Respond, Notify) Or L.E.A.S.T (Listen, Empathize, Apologize, Solve,
Thank) for addressing any guest issues
• Associates then follow-up with the guest to verify the problem was
corrected to their satisfaction
Mark No if the associate presented with the problem did not follow the L.E.A.R.N. or
L.E.A.S.T model
GEN2902
MGS OPS-FRO-175
Search

CABGEN10 Service General Set-Up
0
Enter name(s)

0
Page 77 | 202


CABGEN99 Service General Operations / Service 16
01
MGS OPS-FRO-175
Search


03
MGS OPS-FRO-175
Search

04
MGS OPS-FRO-175
Search

0_2
Page 78 | 202

Enter name(s)

0_2
Additional Warm welcome/greeting provided

14
MGS OPS-FRO-175
Search
detractors

07
MGS OPS-FRO-175
Search
F&B associates' brand uniforms meet standards

SG2901 Service General Brand / Branded Service 2
Criteria F&B associates' brand uniforms meet standards
Page 79 | 202

• F&B Outlet is a licensed concept
All Front of House Food & Beverage (F&B) associates must be outfitted in the
brand uniform package for their department.
Front of House F&B associates include, but are not limited to:
• Servers
• Greeters
• Food Runners
• Bartenders
• Barbacks
• Baristas
• Banquets Managers, Servers, Audio-Visual
• In-Room Dining Attendants
Mark No if a Front of House F&B associate is not wearing the current brand uniform
package for their department.
SG2701
MGS OPS-FRO-283
Search
Front Office associates' brand uniforms meet standards

Criteria Front Office associates' brand uniforms meet standards
• Valet Attendant is third party
All Front Office associates must be outfitted in the brand uniform package for their
department.
Front Office associates include, but are not limited to:
• Valet Attendant
• Door Attendant
Page 80 | 202

• Bell Attendant
• Front Desk Associate
• Concierge
• Pool/Fitness Attendant
• Security
Mark No if a Front Office associate is not wearing the current brand uniform
package for their department.
SG2702
MGS OPS-FRO-283
Search
Housekeeping and Engineering associates' brand uniforms meet

standards

Criteria Housekeeping and Engineering associates' brand uniforms meet standards
All Housekeeping and Engineering associates must be outfitted in the brand

uniform package for their department.
Housekeeping and Engineering associates include, but are not limited to:
• Housekeeping Supervisor
• Housekeeper
• Engineering
Mark No if a Housekeeping or Engineering associate is not wearing the current

brand uniform package for their department.
SG2701
Page 81 | 202

MGS OPS-FRO-283
Search
Housekeeping carts are well-maintained and tidy when visible to guests

GEN2901 Service General Operations / Service 4
Criteria Housekeeping carts are well-maintained and tidy when visible to guests
Mark N/A if housekeeping carts not visible
Housekeeping carts must be:
• Clean
• Well maintained
• Organized
GEN2901
MGS OPS-HKP-088
Search
Page 82 | 202

Bedroom
Entry door safety features are fully functional

CABFLS049 Bedroom Operations / Fire Life Safety 0
Criteria Entry door safety features are fully functional
All Guestroom/suite entry doors must have:
• A single mortise lock with:

o Deadbolt
o One releasing operation to retract deadbolt and latch
• Evacuation graphics
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)
• Self-closing device (must be functional, if present)
• View port
For self-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
Page 83 | 202

o Open door to ensure deadbolt and secondary locking

device/private latch operates properly
 Deadbolt must retract upon turning the door handle to open
the door
o Look through the view port to ensure visibility/functionality
o Inspect door to ensure no kick-down or other device is installed that
holds door open, defeating self-closer
It is acceptable for view port to not have an operational cover if the viewport cannot
be easily removed from the corridor side of the door.
CABFLS049
MGS RSK-FRP-006
Search
OPS-HKP-094
Smoke detector functional

CABFLS048 Bedroom Operations / Fire Life Safety 0
Criteria Smoke detector functional
• No mechanism to test
• Smoke detector will activate the total hotel alarm system if tested
Check that smoke detector is present
Ask if testing the smoke detector will activate the hotel alarm system:
• If YES, DO NOT TEST - Mark N/A

• If NO, continue testing and push test button, listen for the alert
NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate
Mark No if any of the following:
• Smoke detector does not sound alarm when tested
Page 84 | 202

• Smoke detector missing
CABFLS048
Closet Amenities meet standard

BD2905 Bedroom Brand / Branded Feature 2
Criteria Closet Amenities meet standard
Mark N/A if an Occupied Ready room
Closet area must minimally have:
• Iron, Ironing board, and cover OR handheld steamer

o If steamer is present, irons and ironing boards with covers must be
availabe upon guest request
 (AP) Steamer must be placed in a bag or a box
• Hangers
o (6) open hook
o (4) with clips
o If robe(s) are hung in closet, robe hanger(s) are in addition to
number specified here
• (1) Luggage rack
o It is acceptable to have a luggage bench
• (1) Laundry bag folded, logo visible
• (1) Laundry pricing list
BD2905
MGS OPS-HKP-094
Search
Robes and Slippers are present

Page 85 | 202

Criteria Robes and Slippers are present
(AP/CALA/EMEA)
• (1) Robe & brand approved template hangtag

• (1) Pair of slippers (Suites)
• (2) Pairs of slippers (Club rooms)
(US/CAN)
• Non-resort properties (Suites):

o (1) Robe & brand approved template hangtag
 Bathrobes are not required in standard Guestrooms but are
to be available upon request
o (1) Pair of slippers per bed
• Resort properties (Concierge/Executive/Club/Suite rooms):
o (2) Robes & brand approved template hangtag
 Bathrobes are not required in standard Guestrooms but are
to be available upon request
o (2) Pairs of slippers
Robes must be located in the bathroom
It is acceptable to place bathrobe in guestroom closet if (2) open wall hooks/towel

racks or combination of those are not available for guest use or if hooks are not the
appropriate height for hanging a full-length bathrobe
It is acceptable for rooms to have additional bathrobes. Each additional bathrobe

must have the required hangtag.
BD2920
Complimentary Coffee meets standard

Criteria Complimentary Coffee meets standard
Complimentary coffee is provided either through in-room Illy Coffee machine or

Voucher (in Discovery envelope)
Page 86 | 202

BD2910
MGS OPS-HKP-094Y
Search
Guestroom coffee and tea setup meets standard

Criteria Guestroom coffee and tea setup meets standard
Mark N/A if voucher programme is implemented
Guestroom coffee setup must minimally include/be the following:
Coffee set-up:
• (2) Illy espresso capsule (red)

• (1) Illy decaf capsule (blue)
In addition to the above, for AP:
• Tea set-up
o Water kettle
o (4) Tea options
o (1) English breakfast
o (3) Property choice
In addition to the above, for EMEA:
• Tea set-up
o Water kettle
o Four (4) tea envelopes, variety selected by hotel
• One (1) ice bucket with tongs, brushed stainless steel
• One (1) tray
BD2919
Page 87 | 202

MGS OPS-HKP-094Y
Search
Guestroom coffee/tea condiments & collateral meet standards

Criteria Guestroom coffee/tea condiments & collateral meet standards
Mark N/A if voucher programme is implemented
Guestroom coffee setup must minimally include/be the following:
• US/CAN, CALA, AP
o Coffee brew instruction card per brand artwork & specification
o Condiments including:
 Four (4) Sugar
 Four (4) Brown sugar
 Four (4) Sweetener
 Two (2) Milk or creamer
 Four (4) Stirrer
 Four (4) Napkin
 Two (2) Stainless steel espresso spoons
 AP: It is acceptable to provide mini-pack creamer/milk in
the fridge
• EMEA
o Two (2) Sugar sticks (white)
o Two (2) Sugar sticks (brown)
o Two (2) Sweetener sticks
o Two (2) Creamer sticks (or milk sourced locally)
o Two (2) Mugs, matching in color, white or black (cup/saucer instead
of mug is acceptable)
o Two (2) Tumblers
o Two (2) Disposable cups, with lids (8 oz., black)
o Two (2) Napkins
o Two (2) Coasters (NOT in Brand Voice)
o Two (2) Wood or plastic stir sticks or spoons
Page 88 | 202

BD2911
MGS OPS-HKP-094Y
Search
Refreshment center set-up meets standard

Criteria Refreshment center set-up meets standard
Refreshment center set-up must minimally include:
• (2) Branded coasters

• (2) Single-use stir sticks
• (2) Napkins
• (2) Highball glasses (EUR, CALA, MEA, AP)
• (2) Wine glasses (if required per refreshment centre content)
• Wine opener (if required per refreshment centre content)
• Ice bucket, ice tongs (only in properties where ice machines are located on
Guestroom floors)
• Tray
It is acceptable if the hotel has a built in drawer into the FF+E then a tray would not
be needed
BD2902
MGS OPS-HKP-094R
Search
Refreshment Center meets standard

Page 89 | 202

Criteria Refreshment Center meets standards
Every guestroom must minimally have:
• Fully pre-stocked in-room offering (MEA, AP)

• Stock On-demand menu if no pre-stocked offering (EUR, CALA, US/CAN)
• Price sheet, in brand approved artwork and specification
BD2901
MGS OPS-HKP-094R
Search
Guestroom Water meets standard

Criteria Guestroom Water meets standard
Complimentary bottled water must minimally include:
• Standard rooms:
o Complimentary Water must minimally be present in all Guestrooms;
 One (1) bottle, placed visibly or
 Water vessel for hydration station (in-room or in-
corridor)
o Regions where water is not potable:
 Two (2) additional bottles of water free of charge in the
bathroom
• Club Level and suite rooms (does not apply to standard guestrooms in all
suite properties):
o Two (2) complimentary bottles of water, placed visibly or
o Two (2) water vessels for hydration station (in-room or in-corridor)
o In countries where water is not potable, a total of four (4)
complimentary bottles are required
Complimentary bottles of water must be placed on approved Marriott Bonvoy

branded water coaster.
Page 90 | 202

BD2903
MGS OPS-HKP-094T
Search
OPS-FRO-304
Television meets standards

Criteria Television meets standards
Guestroom must include:
• Flat panel TV (LED, LCD) with remote control

• Screen size:
o 40 inches
 Upon replacement January 1, 2017 or later:
 55” (139.7 cm) renovation (US/CAN, CALA, EUR,
MEA, AP)
 44” – 55” (111.76 cm – 139.7 cm) television
replacement only (US/CAN, CALA, EUR, AP)
 49” – 55” (124.46 – 139.7 cm) television
replacement only (MEA)
• Suites must have 2 televisions
BD2906
MGS OPS-FRO-069
Search
Telephone(s) meet standards
Page 91 | 202

Criteria Telephone(s) meet standards
Telephone(s) must minimally include/be:
• (1) Telephone
• (1) Phone line
• Speakerphone
• Placed bedside (if bedside is not an option, placement must be on the
desk)
• Guestroom voicemail technology
• Telephone pricing card is provided per brand artwork
o Placed near phone or in Discovery envelope
BD2909
MGS OPS-HKP-04Q
Search
Discovery Envelope meets standard

Criteria Discovery Envelope meets standard
Discovery envelope must be placed on the bed and include the following per brand
artwork and specification:
• In-room dining menu insert

• Hotel Services insert
• Unlock Art guest pass insert
• Coffee insert
• Family insert
• Spa menu (if applicable)
• Events/offers (optional)
BD2914
Page 92 | 202

MGS OPS-HKP-094E
Search
Le Méridien Discovery Envelope Implementation Guid
In-Room Collateral meets standard

Criteria In-Room Collateral meets standard
The following items must be present and in approved brand artwork and
specification:
• Do not disturb sign or key lock insert

• If present, the breakfast doorknob menu must be placed upright against
pillow on bed on same side as Discovery Envelope
It is acceptable that the do not disturb sign is electronic
BD2912
MGS OPS-HKP-094E
Search
Note pad and pen meets standard

Criteria Note pad and pen meets standard
Page 93 | 202

Note pad & pen must be:
• Per brand specification

• Placed next to telephone
o (AP) It is acceptable to use a pencil instead of a pen
o (AP) It is acceptable to use notepad in place of note cards
BD2913
MGS OPS-HKP-094W
Search
Guestroom Recycling meets brand standard

CABBD051 Bedroom Operations / Operations 4
Standards
Criteria Guestroom Recycling meets brand standard
Guestroom recycling must minimally include:
• Recycling bin or recycling portion of split waste/recycling bin

o Recycling bin/portion meets brand
specification (AC/CY/DH/ED/FF/GH/JW/MEApt/MH/MX/RC/RCDC/
RH/RI/SHS/TPS)
o Recycling bin/portion is labeled with the appropriate label (depicting
what should be recycled, e.g., paper, glass)
Ask associate to:
• Using the Guestroom Recycling Exemption - Exception Tracker in the

Compliance tab of the Serve 360 Resources & Tools page on MGS,
enter/search for the hotel's MARSHA code
• If property has an approved exemption/exception, please follow instructions
in Excel spreadsheet
Mark No if property:
• Is on Excel spreadsheet and does not meet instructed criteria in the

spreadsheet
Page 94 | 202

• Is not on Excel spreadsheet and does not meet the question criteria
CABBD051
MGS OPS-SUS-020
Search
Book of Mormon meets standard

CABBD060 Bedroom Brand / Branded Feature 2
Criteria Book of Mormon meets standard
Book of Mormon meets standard Required items:
• Book of Mormon is present

o Except where prohibited by culture/law
Mark No if the Book of Mormon is not present
CABBD060
MGS OPS-HKP-094P
Search
Alarm Clock/Clock Radio, if present, meets standard

Criteria Alarm Clock/Clock Radio, if present, meets standard
Alarm clocks are optional but required if bedside power is only available through the
alarm clock
Page 95 | 202

Mark N/A if Alarm Clock is not present
If present, Alarm Clock must minimally be:
• Meet Brand Operational Product Specifications

• Set with the correct time (within 2 minutes)
• Alarm is in OFF position for Vacant Ready rooms
(AP) As of January 1 2022, for new-builds, conversions and renovations:
• Each Guestroom must have a high-quality sound system or sound bar with
a continent-approved wired or Bluetooth device connectivity option
o Sound system must be in the living room/parlor area, when present
BD2212
MGS OPS-HKP-094A
Search
Bedside Power meets standard

CABBD046 Bedroom Brand / Branded Feature 2
Criteria Bedside Power meets standard
Each guestroom must minimally have/be:
• (1) AC power outlet

• (1) USB power port
• Readily accessible to the guest (i.e. not behind the night stand & not
moving furniture to access)
It is acceptable if a hotel has a separate stand-alone charging device placed

bedside or offers these outlets bedside via a lamp or alarm clock
CABBD046
Page 96 | 202

MGS OPS-HKP-094A
Search
Guestroom Styling and Staging meets standard

Criteria Guestroom Styling and Staging meets standard
Guestroom areas must minimally follow:
• Hangers:
o Match in color
o All visible cables/cords must be wrapped, tied or hidden
• Botanicals
• Trash cans
jurisdiction)
• Labels
visible
Mark No if any of the above is not met
BD2918
MGS OPS-FRO-291C
Search
LM Look Book
Bed meets standards

Page 97 | 202

Criteria Bed meets standards
Le Méridien bed must include:
• Mattress
o No beds less than 120cm are allowed in any Guestroom
• Platform frame per brand specification
BD2915
MGS OPS-HKP-094C
Search
LM Signature Bed
Bedding meets standards

Criteria Bedding meets standards
Bedding must be per brand specification and include:
• One flat sheet

• Duvet cover and insert
• Signature accent throw
BD2916
MGS OPS-HKP-094C
Search
Pillows meet standard
Page 98 | 202


Criteria Pillows meet standard
Pillows and pillowcases must be present and include:
• (4) Pillows per bed

o (2) Natural fill
o (2) Hypoallergenic
o King size pillows for king beds
o Queen size pillows for queen/full beds
• Twin beds (if present)
o Must use King size pillows
 (1) Synthetic
 (1) Natural Fill
For hotels located in AP, it is acceptable if Double bed has (2) King pilllows or (4)
Standard pillows
BD2917
MGS OPS-HKP-094C
Search
Bedroom Condition - Pillow Fold Test

CABBD002 Bedroom Operations / Condition 4
Criteria Bedroom Condition – Pillow Fold Test
With the pillow case and protector removed, conduct pillow fold test on all pillows on
bed that was evaluated
Conduct pillow test on a hard surface
Do not conduct pillow test on decorative pillows
To complete the pillow fold test:
Page 99 | 202

• Assign two associates: one to time the Hold, and the other to time the
Release using the stopwatch feature on your phone
• A third associate will complete the fold test
• Place pillow on a flat surface
• Place both hands palms up, under each end of the pillow
o Make sure hands are 2 inches from the end of the pillow when
folding
• Fold one hand on top of the other, but do not push down
• Hold for a count of 3 seconds and then release by removing hands
• If your pillow opens flat within 8 seconds, it will pass the test
• If your pillow does not open flat within 8 seconds, it will not pass the test
Mark No if pillow does not open flat within 8 seconds
CABBD002
MGS OPS-HKP-094C
Search
Bedroom/Bathroom Odor is neutral

CABBD014 Bedroom Operations / Cleanliness 4
Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork

Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork

Bedroom Cleanliness - Ceiling
Page 100 | 202

Bedroom Condition - Ceiling

Bedroom Cleanliness - Flooring/Carpet

Criteria Bedroom Cleanliness - Flooring/Carpet
Dampen a washcloth slightly
To dampen cloth:
• Take a clean white washcloth and unfold it completely

• With sink stopper engaged, fill sink with 1 inch of water
• Let water drain completely out of sink
• Use open clean white washcloth to dry sink
• Washcloth should be only slightly damp
• Fold washcloth into quarters
Ensure all the drapes/blackouts are opened and all lights are turned on
To complete carpet test/hard surface floor test:
• Position yourself in a high traffic area away from the main entry
• Place your back towards the window/sliding glass door
• Kneel and with medium pressure take 5 swipes 12 inches long in same
area with a back and forth motion
• While kneeling, hold washcloth at arm's length to evaluate washcloth
It is acceptable for carpet dyes/colors transfer on washcloth if it is the only item

clearly visible (e.g., dirt is not present)
You must use a separate clean, white, dry washcloth for each room/suite
Check underneath the beds (if applicable)
Check carpet, carpet base, hard surface floor and transition strip
• Any cleanliness issues
Page 101 | 202

• Dirt is clearly visible on the washcloth
CABBD019
MGS OPS-HKP-088
Search
OPS-ENG-023 (AUTO)
Bedroom Condition - Flooring/Carpet

Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

Bedroom Cleanliness - Coffee Set Up/Ice

Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

Bedroom Condition - Coffee Set Up/Ice

Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

Page 102 | 202

Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee

Tables

Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee

Tables

Bedroom Cleanliness - Telephone/Clock/Audio

Equipment/Television(s)/Remote Control/Collateral

Bedroom Condition - Telephone/Clock/Audio

Equipment/Television(s)/Remote Control/Collateral

Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)

Bedroom Condition - Desk/Desk Chair/Trashcan(s)

Page 103 | 202

Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)

Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)

Bedroom Cleanliness - Lamps/Lighting

Bedroom Condition - Lamps/Lighting

Bedroom Cleanliness - Windows/Window Treatments

Bedroom Condition - Windows/Window Treatments

Bedroom Cleanliness - HVAC/Ventilation

Page 104 | 202

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 OPS-HKP-088
Search
OPS-ENG-025 (CY, DH, FIS)
OPS-ENG-023 (AUTO)
Bedroom Condition - HVAC/Ventilation

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
Page 105 | 202

HVAC closets/areas must be kept clean and in good condition
Check controls, control cover, sides, tops and vents
• All settings or unit not operational

• Condition issues
CABBD038
MGS OPS-HKP-088
Search
OPS-ENG-025 (CY, DH, FIS)
OPS-ENG-023 (AUTO)
Bedroom Cleanliness - Balcony/Patio Furniture/Area

Bedroom Condition - Balcony/Patio Furniture/Area

Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

Page 106 | 202

Bedroom Cleanliness - Bedding/Linens/Coverlets/Free of Wrinkles

Bedroom Condition - Bedding/Linens/Coverlets

Criteria Bedroom Condition - Bedding/Linens/Coverlets
Bedding linens do not have competitor (non-Marriott) labels
Mark No if bedding linens have competitor (non-Marriott) labels
CABBD047
MGS OPS-HKP-116
Search
Bedroom Cleanliness - Pillows/Shams

Bedroom Condition - Pillows/Shams

Criteria Bedroom Condition – Pillows/Shams
Condition issues are generally defined as something that needs to be repaired,

replaced, or renovated
Page 107 | 202

For pillows, some of the most common condition issues are (note: this is not an all-
inclusive list):
• Appears flat, lifeless

• Faded or threadbare
• Split seams
• Holes, burns, rips or tears
• Mildew
• Stains, marks or graffiti
Mark No if the pillow is in poor condition
CABBD003
MGS OPS-HKP-094C
Search
Room/Suite is free of pests

Page 108 | 202

Bathroom
Program-required Bath Amenities meet standard

CABBTH00 Bathroom Brand / Branded Feature 4
1
Criteria Program-required Bath Amenities meet standard
Brand-approved bath amenities are present and meet the minimum requirements of
one of the below programs:
• Current Branded Program (2021/before RBA)

• Current Brand Approved Bridge Program
• Brand Approved RBA Program
Programs may not be mixed in Guestroom
CABBTH001
MGS Residential Bath Amenities

Search
OPS-HKP-093B
Bathroom Amenities meet standards

BTH2902 Bathroom Brand / Branded Feature 2
Criteria Bathroom Amenities meets standards
Bathrooms must have:
• Facial tissue
• Facial tissue cover
• Free-standing hair dryer
Page 109 | 202

o (AP, CALA, MEA, US/CAN): 1875-watts minimum with

ionic/ceramic technology in all new build hotels and upon
replacement by hotels open and operating prior to 9/1/2017
o (EUR): 1800-watts minimum with ionic/ceramic technology in all
new build hotels and upon replacement by hotels open and
operating prior to 9/1/2017
• Soap dish
• Wastebasket
• Make-up mirror
• (2) Water Glasses
o Located on (2) coasters per brand artwork and specification
BTH2902
MGS OPS-HKP-093
Search
Bath Terry meets standard

Criteria Bath Terry meets standard
Bathroom terry must include:
• (1) Bath mat

• Bath towels
o (2) in room with (1) bed
o (3) in room with (2+) beds
• Hand towels
• Washcloths
• (1) Bath Sheet (suite rooms US/CAN/CALA)
BTH2903
Page 110 | 202

MGS OPS-HKP-093H
Search
Bathroom meets Styling and Staging standards

Criteria Bathroom meets Styling and Staging standards
Bath area must minimally follow style & staging guidelines:
• Terry neatly folded

• (1) Roll extra toilet paper
• Hair dryer
o Neatly wrapped cord
o When possible placed in drawer
• Waste basket
o Placed between the vanity and toilet (when possible)
jurisdiction)
BTH2905
MGS OPS-HKP-093
Search
OPS-FRO-291C
Bathroom Cleanliness - Doors/Walls/Baseboards

CABBTH00 Bathroom Operations / Cleanliness 4
3
Bathroom Condition - Doors/Walls/Baseboards
Page 111 | 202


CABBTH00 Bathroom Operations / Condition 4
4
Bathroom Cleanliness - Ceiling

5
Bathroom Condition - Ceiling

6
Bathroom Cleanliness - Floor

7
Bathroom Condition - Floor

8
Bathroom Cleanliness - Sink/Counter/Shelves/Faucets

9
Bathroom Condition - Sink/Counter/Shelves/Faucets
Page 112 | 202


0
Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures

1
Bathroom Condition - Mirrors/Lighting/Light Fixtures

2
Bathroom Cleanliness - Vents/Exhaust Fans

3
Bathroom Condition - Vents/Exhaust Fans

4
Bathroom Cleanliness - Toilet

5
Bathroom Condition - Toilet
Page 113 | 202


6
Bathroom Cleanliness - Fixtures (Towel Bars/Hair Dryers/Amenity

Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

7
Bathroom Condition - Fixtures (Towel Bars/Hair Dryers/Amenity

Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

8
Bathroom Cleanliness - Linens/Terry

9
Bathroom Condition - Linens/Terry

0
Criteria Bathroom Condition - Linens/Terry
Bath Terry does not have a competitor (non-Marriott) label
Mark No if bath terry has a competitor (non-Marriott) label
CABBTH020
Page 114 | 202

MGS OPS-HKP-095
Search
Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod

1
Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod

2
Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures

3
Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures

4
Page 115 | 202

Elevator
Elevator meets standard

E2901 Elevator Brand / Branded Feature 4
Criteria Elevator meets standard
Mark N/A if:
• Hotel is located in Saudi Arabia

• Hotel does not have an elevator
Elevator music must be/include:
• Playing 24/7
• Artist Recognition Plaque Art per brand specification and artwork
o Explaining music being played (LM Nouvelle Vague)

MGS OPS-FRO-295B
Search
Elevators Cleanliness - General

CABE001 Elevator Operations / Cleanliness 4
Elevators Condition - General

CABE002 Elevator Operations / Condition 4
Page 116 | 202

Corridors
Corridors/Stairways Cleanliness -
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

CABC003 Corridors Operations / Cleanliness 4
Corridors/Stairways Condition -

CABC004 Corridors Operations / Condition 4
Corridors/Stairways Cleanliness - Floor

Corridors/Stairways Condition - Floor

Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

Corridors/Stairways Condition - Furniture/Equipment/Décor Items

Page 117 | 202

Lobby
Marriott Bonvoy signage meets standard

CABCK008 Lobby Operations / Operations 4
Standards
Criteria Marriott Bonvoy signage meets standard
Mark N/A if hotel does not participate in Marriott Bonvoy
Marriott Bonvoy Signage must be/include the following components:
• Brand specification
• Located in the lobby, the designated check-in area or the business center
• Include the following components:
o Placed as a Desk Sign
o (Select brands, premium brands except AUTO/TRB, and JW):
Presented as a brochure holder
o (Select brands except AC/MX, premium brands except AUTO/TRB,
and JW): Wall-mounted signage
Mark No if you find any of the following:
• Property does not have required Marriott Bonvoy signage in place

• Required signage/brochure holder does not meet the brand specification
CABCK008
MGS OPS-FRO-304
Search
Marriott Bonvoy Collateral Guide
Lobby meets Styling and Staging standards

CAB4LOB0 Lobby Brand / Branded Feature 16
01
Page 118 | 202

Criteria Lobby meets Styling and Staging standards
Mark N/A if the area is under complete renovation and not available for guest use
Lobby area (e.g., communal space) must minimally follow:
• Brochure racks
o Brochure racks must not be present
o Storage of items
• Labels
visible
• Plants, if present
o If artificial plants are present, plants must not be within touching
range of guest (e.g., next to sofa, on top of table)
 It is acceptable if live plants are placed within touching
range of guests
• Trash cans
o All plastic can liners must not be visible above the rim
• (RH): (1) Botanical
o Real, not artificial, placed on side of front desk
CAB4LOB001
MGS OPS-FRO-291B
Search
Main Entry/Vestibule Cleanliness - General

CABLOB12 Lobby Operations / Cleanliness 4
Main Entry/Vestibule Condition - General

Page 119 | 202


CABLOB13 Lobby Operations / Condition 4
Lobby/Hub Cleanliness -

Lobby/Hub Condition -

Lobby/Hub Cleanliness - Floor

Lobby/Hub Condition - Floor

Lobby/Hub Cleanliness - Furniture/Equipment (Luggage Carts)/Décor

Items

Lobby/Hub Condition - Furniture/Equipment (Luggage Carts)/Décor

Items
Page 120 | 202

Page 121 | 202

Public Restrooms
Public Restroom meets standard

PR2901 Public Restrooms Brand / Branded Feature 4
Criteria Public Restroom Meets Standard
• Public restroom is under complete renovation and not available for guest
use
• Hotel is located in Italy (compliance date of July 1st, 2020)
Hotels with multiple public restroom locations, choose (1) set of restrooms to check
Public restroom must have the following:
• Hand soap (bar soap not permitted)

• Toilet tissue
o Must be Kimberly Clark
o Hotels located in Thailand, must use either Kimberly Clark or Berli
Jucker Cellox Limited
o Hotels located in Italy must use Kimberly Clark products as of July
1st 2020
o Hotels located in Turkey can use local supply
o Hotels located in Egypt, Nigeria, UAE, Kuwait, KSA and Jordan:
Must use facial tissue products distributed by Fine Hygiene
o If Kimberly Clark products are not available, the facial tissue must
be internationally recognized brands and quality (e.g., Kleenex)
The product must hold a third party sustainability certification (such
as FSC-Forest Stewardship Council)
• Hand towels (cotton/paper acceptable) and/or hand dryers

• Waste basket
o No plastic bag liners visible
• Facial tissue and cover
PR2901
Page 122 | 202

MGS OPS-HKP-070
Search
Public Restrooms Cleanliness -


CABPR004 Public Restrooms Operations / Cleanliness 4
Public Restrooms Condition -


CABPR005 Public Restrooms Operations / Condition 4
Public Restrooms Cleanliness - Floor

Public Restrooms Condition - Floor

Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

Public Restrooms Condition - Sinks/Vanity/Mirrors
Page 123 | 202

Public Restrooms Cleanliness - Toilets/Urinals

Public Restrooms Condition- Toilets/Urinals

Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

Public Restrooms Condition - Furniture/Equipment/Décor Items

Page 124 | 202

Meeting Room/Function Space
Creative Meeting break meets standard

MTG2901 Meeting Room/Function Brand / Branded Feature 16
Space
Criteria Creative Meeting break meets standard
• Hotel does not have a meeting room

• All meeting rooms are under complete renovation and not available for
guest use
Hotel must offer a destination-inspired F&B experience that includes:
• (1) of the following:

o Street Food
 Cultural, heritage, traditional, local, ethnic dishes
o Marketplace
 Farmers market, night market, spice market, artisanal
market, flower market, fish/seafood market
o Iconic Inspiration
 Local attractions and activities, the City’s “Claim to fame”
• Signage per brand artwork and specification to support the break offered
MTG2901
MGS OPS-EMM-064
Search
Meeting room setup meets standard

Space
Page 125 | 202

Criteria Meeting room setup meets standard
• Hotel does not have a meeting room

• Meeting rooms occupied and unavailable for evaluation
• All meeting rooms are under complete renovation and not available for
guest use
All meetings are sustainable and must be in line with Sustainable Meeting Practices
• Condiments served in bulk (e.g., ketchup, mustard, cream)

o If guest requests individually packaged amenities ask to see BEO
• Bottled water alternatives (e.g., water station, water cooler, pitcher of water)
• Linenless meeting tables (can be upon replacement)
• Meeting space recycling
Randomly select a meeting room that is set and ready for arriving group to evaluate
It is acceptable to evaluate food and beverage setups in pre-function areas for

condiments
MTG2903
MGS OPS-SUS-017
Search
No Heart of the House activities take place in guest view in meeting/pre-

function areas

Space
Criteria No Heart of the House activities take place in guest view in meeting/pre-
function areas
Heart of the House activities were conducted as follows:
• Transport of items
Page 126 | 202

o Any heart of house items being transferred must be covered (e.g.,

trash, dirty dish bin, bar items)
• Storage of items
o Heart of house items must not be stored in visible guest area (e.g.,
tables, chairs, carts)
MTG2904
MGS OPS-FRO-291C
Search
OPS-FRO-295
Pre-Function Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

CABMTG01 Meeting Room/Function Operations / Cleanliness 4
1 Space
MGS OPS-HKP-089A
Search
Pre-Function Condition - Walls/Doors/Ceiling/Windows/Treatments

CABMTG01 Meeting Room/Function Operations / Condition 4
2 Space
Pre-Function Cleanliness - Floor

9 Space
Page 127 | 202

MGS OPS-HKP-089A
Search
Pre-Function Condition - Floor

0 Space
Pre-Function Cleanliness - Furniture/Equipment/Décor Items

3 Space
MGS OPS-HKP-089A
Search
Pre-Function Condition - Furniture/Equipment/Décor Items

4 Space
Meeting Room Cleanliness -


5 Space
Meeting Room Condition -

Page 128 | 202


6 Space
Meeting Room Cleanliness - Floor

3 Space
Meeting Room Condition - Floor

4 Space
Meeting Room Cleanliness - Furniture/Equipment/Décor Items

7 Space
Meeting Room Condition - Furniture/Equipment/Décor Items

8 Space
Page 129 | 202

Fitness Center
Fitness Center Meets Standard

FC2901 Fitness Center Brand / Branded Feature 2
Criteria Fitness Center Meets Standard
Fitness center must minimally be:
• On premise
• Available complimentary to guests
• Available 24 hours a day, 7 days a week via key card access or on request
It is acceptable for hours of operations to be 6:00 am - 11:00 pm when access to

fitness center is through the pool that is not staffed at all times.
FC2901
MGS OPS-FIT-011A
Search
Fitness Center Amenities Meet Standard

Criteria Fitness Center Amenities Meet Standard
Fitness Center must minimally have:
• (1) 32'' flat panel TV
Page 130 | 202

• Headphones upon request (can be stored at the front desk if fitness center
is not staffed)
• Hand Towels
• Bottled water or water cooler with cup dispenser stocked with cups
• Disinfectant wipes
• Wall Clock
It is acceptable to have a larger TV
FC2906
MGS OPS-FIT-011F
Search
Fitness Center Equipment Brand Meets Standard

Criteria Fitness Center Equipment Brand Meets Standard
Fitness center equipment brand must be:
• Cardio equipment type

o Life Fitness
o TechnoGym
o Matrix Fitness
• Strength equipment type
o Life Fitness
o Techno Gym
o Matrix Fitness
o It is acceptable to have Hammer Strength, Cybex, Intek Xult, Troy
or GelGrip/Hampton free weights/dumbbells
FC2907
Page 131 | 202

MGS OPs-FIT-011B
Search
Le Méridien Gym Graphic Wall Decal Meets Standard

Criteria Le Méridien Gym Graphic Wall Decal Meets Standard
Le Méridien Gym graphic wall decal is in place per brand artwork and specification
It is acceptable to have the wall decal placed outside Le Méridien Gym within line of
site of the entrance if placement of this feature is not inside the facility
FC2904
MGS OPS-FIT-011C
Search
Fitness Center Design Specifications Meet Standard

Criteria Fitness Center Design Specifications Meet Standard
• Fitness Center renovations completed prior to January 1, 2017
Hotels that have opened prior to or fitness centers that have been renovated prior
to 1/1/17 or earlier must include:
Page 132 | 202

• Water cooler cabinet

• Amenity console (unused towel storage and used towel drop)
• Towel chiller stocked with moist chilled towels
FC2905
MGS OPS-FIT-011C
Search
Fitness Center meets Styling and Staging standards

Criteria Fitness Center meets Styling and Staging standards
Fitness center must minimally include:
o Storage of items
• Labels
visible
• Botanicals
• Trash cans
jurisdiction)
Page 133 | 202

FC2903
MGS OPS-FRO-291C
Search
LM Look Book
Fitness Center Sensory Elements Meet Standard

Criteria Fitness Center Sensory Elements Meet Standard
Fitness Center must minimally be/have:
• Background music playing

FC2902
MGS OPS-FIT-011C
Search
Fitness Center Cleanliness -


CABFC005 Fitness Center Operations / Cleanliness 4
Page 134 | 202

Fitness Center Condition -


CABFC006 Fitness Center Operations / Condition 4
Fitness Center Cleanliness - Floor

Fitness Center Condition - Floor

Fitness Center Cleanliness - Furniture/Equipment/Décor Items

Fitness Center Condition - Furniture/Equipment/Décor Items

Fitness Center Condition - Equipment

Page 135 | 202

Pool
Pool Amenities meet standard

POOL2901 Pool Brand / Branded Feature 4
Criteria Pool Amenities meet standard
• Pool is not present
• All pools are leased and not operated by hotel
• Outdoor pool/whirlpool closed due to seasonality
Pool area amenities must minimally include:
• Towels
• Pool furniture includes a combination of the following:
o Chairs
o Chaise lounges
o Cushions
o Tables
o Umbrellas (if outdoor)
• Non-breakable glassware if present
POOL2901
MGS OPS-FIT-033B
Search
Pool Cleanliness - Walls/Fencing/Doors/Ceiling/Windows/Treatments

CABPOOL0 Pool Operations / Cleanliness 4
03
Page 136 | 202

Pool Condition - Walls/Fencing/Doors/Ceiling/Windows/Treatments

CABPOOL0 Pool Operations / Condition 4
04
Pool Cleanliness - Floor/Deck

01
Pool Condition - Floor/Deck

02
Pool Cleanliness - Furniture/Equipment/Décor Items

05
Pool Condition - Furniture/Equipment/Décor Items

06
Pool/Whirlpool Cleanliness - Interior surfaces

07
Page 137 | 202

Pool/Whirlpool Condition - Interior surfaces

08
Page 138 | 202

Spa
Does the hotel have a Spa?

SPA29T1 Spa Operations / Service
Does the hotel have an Explore Spa?

SPA29T2 Spa Operations / Service
Spa meets standard

SPA2901 Spa Brand / Branded Feature 2
Criteria Spa meets standard
• Hotel does not have a spa

• Spa is a licensed concept
• Spa is under complete renovation and not available for guest use
Spa must minimally include:
• Minimum of four treatment rooms

• Reception area
• Changing rooms
• Relaxation area
• Water-based amenity (sauna, steam or other)
• Music is playing in treatment rooms and public spaces

SPA2901
Page 139 | 202

MGS OPS-SPA-010
Search
Spa Staff Certification meets standard (CALA, EMEA, US/CAN)

Criteria Spa Staff Certification meets standard (CALA, EMEA, US/CAN)
• Hotel located in AP
All service providers must be certified/licensed (cosmetologists, estheticians,

massage therapists, and nail technicians)
Select (1) service provider (e.g., cosmetologist, esthetician, massage therapist or

nail technician)
Ask to see their certification/license (copies are acceptable)
It is acceptable for certification/license to be on file with Spa management or

Human Resources
SPA2904
MGS OPS-SPA-010
Search
Explore Spa Branded Treatments meet standard

Page 140 | 202

Criteria Explore Spa Branded Treatments meet standard
• Spa is not an Explore Spa
Explore Spa must minimally include:
• (1) Chakra Art

• Four Hand Choreography
• Limitless Facial
• Epicurean Body Wrap
• Discovery Massage
SPA2905
MGS OPS-SPA-010
Search
Spa Amenities meet standards

Criteria Spa Amenities meet standards

Spa amenities include:
• Filtered and/or bottled water

• Branded robes
• Razors
• Shaving cream
Page 141 | 202

• Deodorant
• Hair dryer
• Slippers
• Towels
• Bath amenities
o Shampoo
o Body wash
o Conditioner
o Lotion
SPA2902
MGS OPS-SPA-010
Search
Spa Food and Beverage meet standards

Criteria Spa Food and Beverage meet standards

Light food and beverage dining options are available either through In-Room Dining
Menu or a separate spa cuisine menu
SPA2903
MGS OPS-SPA-010
Search
Page 142 | 202

Explore Spa Branded Collateral Meets Standard

Criteria Explore Spa Branded Collateral Meets Standard
• Facility is outside/adjacent to hotel
• Spa is not an Explore spa
Explore Spas must minimally include:
Collateral per artwork and specification:
• Spa Menu
SPA2906
MGS OPS-SPA-010
Search
Spa/Relaxation Room Cleanliness -


CABSPARR Spa Operations / Cleanliness 4
003
Spa/Relaxation Room Condition -


CABSPARR Spa Operations / Condition 4
004
Page 143 | 202

Spa/ Relaxation Room Cleanliness - Floor

001
Spa/Relaxation Room Condition - Floor

002
Spa/Relaxation Room Cleanliness - Furniture/Equipment/Decor items

005
Spa/Relaxation Room Condition - Furniture/Equipment/Decor items

006
Page 144 | 202

Spa - Locker Room
Spa Locker Room Restroom/Shower Facility Cleanliness -


CABSPALR Spa - Locker Room Operations / Cleanliness 4
003
Spa Locker Room Restroom/Shower Facility Condition -


CABSPALR Spa - Locker Room Operations / Condition 4
004
Spa Locker Room Restroom/Shower Facility Cleanliness - Floor

001
Spa Locker Room Restroom/Shower Facility Condition - Floor

002
Spa Locker Room Restroom/Shower Facility Cleanliness -

Furniture/Equipment/Décor items

005
Page 145 | 202

Spa Locker Room Restroom/Shower Facility Condition -

Furniture/Equipment/Décor items

006
Page 146 | 202

Back/Heart of House
Was there clear indication of a compromise in anonymity and attempt to

stage any of the encounters or facilities?

CABBOH01 Back/Heart of House Operations / Service
0_0
Hotel has been owned or managed by the same owner or management

company for the last 13 months

CABBOH00 Back/Heart of House Brand / Branded Feature 0
1
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
Page 147 | 202

If hotel has been opened for less than 13 months and had an owner/management
change, Mark No to this item
CABBOH001
Does the hotel have any form of gambling or betting on property where
currency or money is being wagered (e.g., slot machine(s), Lottery
ticket(s) or lottery game(s), dice game(s), keno, animal or sports
betting)?

CABBOH02 Back/Heart of House Operations / Operations
4 Standards
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
Straw Usage throughout Property meets standards

CABGEN00 Back/Heart of House Operations / Operations 4
3 Standards
Criteria Straw Usage throughout Property meets standards
Page 148 | 202

Mark N/A if restaurant is a licensed concept
All F&B areas including but not limited to events/banquets, restaurants, bars, in-
room dining, club/executive lounge, lobby lounge, spa, fitness etc. are required to
only provide straws upon request in accordance with the standard. Approved
alternatives to plastic straws must be used.
Aligning global environmental concerns on the use of single use plastics with
Marriott International’s Serve 360 2025 goals, properties must only offer straws
upon request
It is acceptable for straws (e.g., plastic, paper, stainless steel etc.) to be used in
frozen drinks, blended drinks, children’s cups with lids, liquid yogurt and atypical
vessels (i.e. coconut, heavily garnished glass) used for alcoholic beverages or their
virgin alternatives
ED - Plastic straws are not permitted under any circumstances (including licensed
concepts)
During encounter observe if:
• Straws are provided without request from guest or associate

• Plastic straws are in use
Mark No if any straw is provided automatically
CABGEN003
MGS OPS-FNB-152
Search
Pepsi standard is in compliance

CABGEN00 Back/Heart of House Operations / Operations 16
2 Standards
Criteria Pepsi standard is in compliance
• Hotel/property does not serve any F&B (including event space)

• Hotel/property does not have F&B, retail outlets (e.g., Market/In a
Pinch/Pantry/Gift Shop) or meeting space
Page 149 | 202

• 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 is a Autograph or Tribute
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 for a hotel to have tonic water, club soda & ginger
ale
o Does not include banquet storage areas
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 Hotel may provide upon specific guest request (must not be listed
on the menu)
• Refreshment center/mini bar- no Coca-Cola products are present
o Pepsi must be present (AP/MEA/EUR/CALA)
o Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max,
Pepsi Black, Pepsi Zero) (AP/MEA/EUR/CALA)
o It is acceptable to for a hotel to have tonic water, club soda &
ginger ale
• Complimentary water, if present in guestroom, must be Aquafina (US/CAN)
(AH, FP, LM, SHER , W, GH)
• Private label water, if present, cannot come from a Coke bottler
(AP/MEA/EUR/CALA)
• All F&B operations including restaurants & retail outlets must minimally
offer the required beverages listed below, per continent
o Restaurant evaluation: Evaluating that no Coke products are listed
on the menu or offered by an associate
 It is acceptable to for a hotel to have tonic water, club soda
& ginger ale
• Retail outlets (e.g., The Market/In A Pinch/Pantry/Gift Shop) must minimally
carry required beverages as listed below:
o (6) required beverages (US)
o (6) required beverages (Canada)
o (4) required beverages (MEA)
o (3) required beverages (EUR)
 (4) required United Kingdom
o (3) required beverages (AP)
o (2) required beverages (CALA)
o Aquafina must be available in all retail outlets in US and Canada
• Lipton ready to drink teas must be available in all outlets, including
banquets (CAN)
• VasaPure and any other private label/generic water is not approved for
retail (US only)
Page 150 | 202

All F&B operations (e.g., restaurants, room service, event management coffee
breaks and retail outlets such as The Market/In A Pinch/Pantry/gift shop) must
minimally offer the following beverages:
AP
• Pepsi
• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi
Black, Pepsi Zero)
• 7-Up, Schweppes Lemonade, or Sierra Mist
• (3) of the above options must be available in any retail outlet
It is acceptable to offer less than 3 brands in the event there is no Diet option
offered by PepsiCo- Written confirmation from the Regional Procurement Office
must be available
CALA
• Pepsi
Black, Pepsi Zero)
CAN
• Pepsi
• Diet Pepsi
• Mountain Dew
• 7-Up
• Lipton Pure Leaf Tea
• Aquafina (retail only)
EUR
• Pepsi
Black, Pepsi Zero)
• 7-Up
• Britivic Mixers (United Kingdom)
o (4) required United Kingdom
• It is acceptable to offer less than 3, or no alternative to Diet Pepsi; shall
PepsiCo. not offer adequate assortment; written confirmation from the
Regional Procurement Office must be obtained an be shown during audit
MEA
• Pepsi
Black, Pepsi Zero)
• 7-Up
Page 151 | 202

US
• Pepsi
• Diet Pepsi
• Mist Twst/Sierra Mist
• Diet Mountain Dew
• Mountain Dew
• Aquafina (retail only)
CABGEN002
MGS OPS-FNB-088
Search
Associate can explain Marriott Bonvoy member benefits

CABBOH01 Back/Heart of House Operations / Service 16
9
Criteria Associate can explain Marriott Bonvoy member benefits
• The hotel is a non-branded property

Associate may only use hotel specific or Marriott Bonvoy training/promotional

references for the following questions.
Associate must be on hotel's payroll.
Ask associate to name (2) benefits Silver Elite members receive at the Brand Hotel
you are at:
• 10% bonus points

• Priority late check-out
• Ultimate Reservation guarantee
• Member rates
Page 152 | 202

• Gift Shop discount

(AUTO/DH/GH/JW/MEA/MH/MX/RH/LC/LM/SHER/SR/TRB/W/WSTN)
o RC and ED (only applies to logo merchandise)
• Free Wi-Fi
Ask associate to name (2) benefits Gold Elite members receive in addition to Silver
Elite tier at the Brand Hotel you are at:

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

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

• 48-hour Guarantee
Ask associate to name (2) benefits Ambassador Elite members receive in addition
to Titanium Elite tier at the Brand Hotel you are at:
• Ambassador Service
• Your24
CABBOH019
MGS OPS-FRO-304
Search
Page 153 | 202

Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and
Ambassador Elite members

CABBOH02 Back/Heart of House Operations / Service 4
0
Criteria Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and
Ambassador Elite members
Mark N/A if hotel does not participate in Marriott Bonvoy (Refer to

https://www.marriott.com/loyalty/terms/default.mi)
During the walkthrough portion of the audit, engage a front desk associate and ask
about Elite Welcome Gift for Platinum Elite, Titanium Elite, and Ambassador Elite
members
Elite Welcome Gift must follow required choices for the specific brand and hotel
must use collateral as approved and outlined in the Marriott Bonvoy Collateral Guide.
CABBOH020
MGS OPS-FRO-304
Search
OPS-FNB-099
Third party advertising is not permitted anywhere on property

CABBOH02 Back/Heart of House Operations / Operations 4
7 Standards
Criteria Third party advertising is not permitted anywhere on property
Mark N/A if licensed concept
Third party advertising must not be present, this includes but is not limited to the
following:
Page 154 | 202

• Key cards
• Umbrellas
• Ashtrays
• Collateral
• Silent auction display tables
• Graphics on exterior of building
It is acceptable to have take-out menus available to distribute to guests per their

request
It is acceptable to raise money for Children’s Miracle Network
It is acceptable to have certain maps & brochures where local law requires
It is acceptable to have vitrines
Mark No if third party advertising is found
CABBOH027
MGS OPS-FRO-112
Search
Music playlist meets standard

HH2921 Back/Heart of House Brand / Branded Feature 16
Criteria Music playlist meets standard
• Property is located in Saudi Arabia

• The hotel has provided documentation that an owner or management
company change has occurred within the last 90 days
Ask to see the music equipment
View the front of the device and ensure LM approved music is playing
Daypart Start Times (stop time is when next style starts)
00:00 Le Meridien Twilight
Page 155 | 202

06:00 Le Meridien Eye Opener
10:00 Le Meridien Coffeehouse
17:00 Le Meridien Sparkling
Check device and Mark No if you find any of the following:
• Music system is not playing LM approved music

• Music not provided
HH2921
MGS OPS-FRO-295B
Search
Scent program meets standard

B2903 Back/Heart of House Brand / Branded Feature 16
Criteria Scent program meets standard
Mark N/A if:
• Property is located in Argentina, Brazil or Uruguay

• Hotel has an open-air Lobby
Scent program must minimally be:
• LM002
• Must be noticeable in the following locations:
o Front Desk
o Inside main entrance
o Main lobby
B2903
MGS OPS-FRO-295D
Search
Page 156 | 202

Dog Programme meets standard

Criteria Dog Programme meets standard
Mark N/A if hotel does not participate in Dog programme
Dog programme must include:
• Dog bowls and mat

• Pet door hanger per brand artwork & specification
Ask hotel to show Dog programme set up
Verify they meet brand specifications
HH2903
MGS OPS-FRO-119
Search
Le Méridien Family programme meet standards

Criteria Le Méridien Family programme meet standards
Family amenity must minimally include the following per brand specification:
• My Passport (Le Méridien Family Journal)
Ask front desk to provide the above items
Verify items match brand approved artwork and specification
Page 157 | 202

HH2905
MGS OPS-BPC-268G
Search
Le Méridien Family Kids Club meets standard (Resort Only)

Criteria Le Méridien Family Kids Club meets standard (Resort Only)
Mark N/A if Hotel is not a resort
Family Kids Club must include:
• Arrival Zone:
o Reception/Check-In
o Arrival Artwork
• Interactive Zone:
o Communal Table
o Interactive Wall Map
o Gallery Wall
HH2904
MGS OPS-BPC-268G
Search
OPS-FRO-268G
Wedding collateral meets standard

Page 158 | 202

Criteria Wedding collateral meets standard
Mark N/A if hotel does not participate
Hotels must minimally have the Wedding brochure per brand artwork & specification
HH2920
MGS OPS-EMM-067
Search
Heart of House Collateral meets standard

Criteria Heart of House Collateral meets standard
Framed Heart of house posters must minimally include:
• Human Truths posters

• Service Model posters
• Core Value posters
HH2906
MGS OPS-FRO-242
Search
1764 Heart of House Positioning Posters (formerly
1769 HOH Service Model Poster Associate Materials
Associate Entrance Cleanliness - General
Page 159 | 202


HH2908 Back/Heart of House Operations / Cleanliness 4
MGS OPS-HKP-089A
Search
Associate Entrance Condition - General

HH2909 Back/Heart of House Operations / Condition 4
Locker Room Cleanliness - General

MGS OPS-HKP-089A
Search
Locker Room Condition - General

Cafeteria Cleanliness- General

MGS OPS-HKP-089A
Search
Page 160 | 202

Cafeteria Condition - General

Back/Heart of House Cleanliness

CABBOH03 Back/Heart of House Operations / Cleanliness 2
1
Criteria Back/Heart of House Cleanliness
Mark N/A if area not observed
Back/Heart of House areas may include associate breakroom/cafeteria, property

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

• Gum, food or beverage spills
• Insects or cobwebs
• Trashcan overflowing
• Operating Supplies & Equipment are disorganized
CABBOH031
Average Chat Response Rate meets standard

7 Standards
Page 161 | 202

Criteria Average Chat Response Rate meets standard
• Hotel has provided documentation that an owner or management company

change has occurred within the last 90 days
• Hotel is not participating in the EMPOWER: Guest Experiences
• Hotel is located in Venezuela
• Hotel is listed as N/A on the BSA Report: Chat Response Rate report
Chat response rate for running 90 days must minimally meet continent and tier
thresholds listed on the GXP Performance Report on MGS
NOTE: Report metrics (% of Chats Responded to in Goal time) will use only 2022
data until 13 weeks of data are available (all other metrics would keep rolling 13
weeks timeframe)
• 1st report will be available the week of Jan. 24th; hotels will be marked N/A
until then
Go to the Digital Guest Experience page on MGS and go to Performance Reporting

Page to access the performance report.
• Select the BSA tab

• % of Chats Responded to in Goal Time must be "GREEN" on the report
Check report and Mark No if any of the above criteria is not met
CABBOH017
MGS OPS-FRO-290N
Search
Mobile Key Compliance meets standard

9 Standards
Criteria Mobile Key Compliance meets standard
Mark N/A if Mobile Key is not implemented
Page 162 | 202

Mobile Keys Delivered Percentage for running 90 days must minimally meet
continent and tier thresholds listed on the GXP Performance Report on MGS
NOTE: Report metrics (% of Mobile Keys Delivered) will use only 2022 data until 13
weeks of data are available (all other metrics would keep rolling 13 weeks
timeframe)
until then


• % of Mobile Keys Delivered metric must be "GREEN" on the report
CABBOH029
MGS OPS-FRO-282F
Search
Pre-Arrival Planning Program meets standard

2 Standards
Criteria Pre-Arrival Planning Program meets standard
• Hotel does not participate in GXP

• Hotel has not had any Ambassador arrivals for the last 90 days
• Hotel audited before metrics are available
A Pre-Arrival Planning Program minimally includes the following:
• Run the GPS daily to evaluate upgrade strategy and identify high impact
guest's (e.g., Elite members, guests with preferences, historic defects and
requests, celebrating special occasions)
o Auditor to ask to see property's average GPS Runs for last 90 days
Page 163 | 202

• Ensure all of Ambassador Elite arrivals are reviewed and planned for
o The property’s % of Ambassador Elite Members Reviewed for the
last
90 days must minimally meet continent and tier thresholds listed on the GXP
Performance Report on MGS
NOTE: Report metrics (Average # of Times GPS Run per Day and Ambassador
Arrivals Reviewed %) will use only 2022 data until 13 weeks of data are available
(all other metrics would keep rolling 13 weeks timeframe)
• 1st report will be available on January 24; hotels will be marked N/A until
then

Page to access the performance report
report:

• Average GPS Runs and % of Ambassador Elite Members Reviewed must
be at or above the thresholds listed for the continent/tier, or be "GREEN" on
the report
CABBOH032
MGS OPS-FRO-306
Search
Empower: Guest Experience (GXP) Usage meets standards

0 Standards
Criteria Empower: Guest Experience (GXP) Usage meets standards
Mark N/A for the following:
• Hotel does not participate in GXP

• Hotel brand is PH
• Hotel audited before metrics are available
Page 164 | 202

Empower: Guest Experience (GXP) is used for recording and tracking guest
requests and problems:
• 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
Auditor to ask to see the closed case that the property should have created in GXP
for the request or defect they previously reported during the mystery portion of the
audit.
Mark No if no case was logged or if the case was not closed
Auditor to review the hotels % of Guest/CEC Cases Closed within Expectations

metric (found on MGS Report) for compliance.
Cases closed rate for running 90 days must minimally meet continent and tier
thresholds listed on the Performance Report on MGS
NOTE: Report metrics (% of Guest/CEC Cases Closed within Expectations) will use
only 2022 data until 13 weeks of data are available (all other metrics would keep
rolling 13 weeks timeframe)
until then


• The % of Guest/CEC Cases Closed within Expectations must be "GREEN"
on the report
CABBOH230
MGS OPS-FRO-306
Search
Digital Guest Experience/GXP Property Performance
Empower: Guest Experiences (GXP)
MICROS GPOS/Simphony Platform meets standards
Page 165 | 202


6 Standards
Criteria MICROS GPOS/Simphony Platform meets standards
• Hotel has a written exception (email) from Sean Brennan (Director, GPOS)
or Frid Edmond (VP, Property Management Systems)
• Hotel does not have a POS
• All F&B, golf, and retail outlets are managed by a third-party
• Hotel is under signed contract that was signed before 01/01/2017
Hotels must follow the POS brand standard which is referred to as Global Point of
Sale (GPOS), POS, Micros, Oracle Simphony, Hosted Simphony, hosted Infrasys.
All hotels with existing POS contracts that expire after January 1, 2017 must install
Hosted GPOS once their contract expires. As of April 1, 2021, all new builds must
install hosted GPOS.
(LC, SR, W): Brands that have a current contract with other POS Vendors must
switch to an approved GPOS vendor once that contract expires
AP
All required POS installations must be: On hosted Simphony or Infrasys
• Option (1) Ask a leader to: Access MANAGER options via the POS
workstation Select "PMC" (Property Management Console)
o Confirm version (version can be 1.x or 2x)
• Option (2) Ask a leader to: Login into Access EMC and Click "Help"; and
Select "About Enterprise Management Console"
o You will get the screenshot where all details are available about
Simphony and it will on their computer/laptop and confirm
Simphony as the product and version (version can be 1.x or 2x)
 Mark No if shows anything other than Simphony
 List what the property shows in text box
 If Infrasys hosted, confirm version 1.2.52.0. or newer on
workstation screen.
CALA
All required POS installations must be: On an Oracle product; 3700, 9700, hosted
Simphony, or hosted Infrasys
• Option (1) Ask a leader to: Access MANAGER options via the POS
workstation Select "PMC" (Property Management Console) Confirm version
(version can be 1.x or 2x)
• Option (2) Ask a leader to: Login into Access EMC and Click "Help"
o Select "About Enterprise Management Console"
Page 166 | 202

o You will get the screenshot where all details are available about
Simph
EMEA
All required POS installations must be: On hosted Simphony or hosted Infrasys
• Option (1) Ask a leader to provide a recent (less than 9 months) invoice
from Oracle or Shiji
o If a property has the invoice mark YES
o If NO try option 2
• Option (2) Ask a leader to: Log-on to the EMC via their computer
o Once logged-on, locate the following information at the bottom of
the right-hand side: The IP address (10.176.232.170); Mark No if
the URL does not match
o List what the property shows
 If Infrasys hosted, confirm version 1.2.52.0. or newer on
workstation screen
US/CAN
All POS installations must be: On Simphony, On the Marriott network - Hosted in
the Marriott environment in Virginia, USA.
Any of the following (4) options can confirm:
• Option (1) Ask an associate to log on to: MGS > Lodging Operations >
Food and Beverage > Technology > POS Systems (embed the last two
words "POS Systems" with:
https://mgscloud.marriott.com/common/lodging-operations/food-and-
beverage/technology/pos-systems)
o Scroll half way down the page and on the left hand side, click on
Simphony Cloud Hotel List (XLS)
o Using the “Find” function, enter the Property’s MARSHA code
 If property is listed, mark YES
 If property is NOT listed try option 2
• Option (2) Ask a leader to provide a copy of an Ordering Document from
Oracle
o If property can produce the Ordering Document, mark YES
o If property CANNOT provide ordering document try option 3
• Option (3) Ask a leader to provide a recent (less than 3 months) invoice,
from Oracle
o If a property has the invoice mark YES
o If they do NOT try option 4
• Option (4) Ask a leader to: Log-on to the EMC via their computer
o Once logged-on, locate the following information at the bottom of
the right-hand side: Miemc.simphony.net:443
 Mark No if the URL does not match
 List what the property shows in text box
CABBOH026
Page 167 | 202

MGS OPS-FRO-102
Search
Global Property Network Standard (GPNS) technical solution is installed

4_2A Standards
Criteria Global Property Network Standard (GPNS) technical solution is installed
• Hotel has signed contract to install GPNS, and the installation has not
occurred yet
• Hotel provided documentation that an owner or management company
• Hotel opened within the last 90 days
• (CALA, US/CAN): Hotel is part of the Autograph Collection
MR/RC Brand hotels must have the Global Property Network Standard (GPNS)
technical solution installed
(EMEA): Autograph Collection and Tribute Portfolio hotels must have the Global
Property Network Standard (GPNS) technical solution installed by June 30, 2022,
unless the internet contract expires prior to this date, then GPNS should be
installed within 90 days of contract expiration
Ask associate to:
• Log-on to Marriott Global Source

• From MGS home page:
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
• 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
Page 168 | 202

• 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): Version must be on/after 2015
o (CALA, EMEA, US/CAN): Version must be on/after 2016
It is acceptable if:
• GPNS System Installation Certification is a copy, fax, or scan

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

• Hotel indicates GPNS is installed but GPNS System Installation Certificate
not available and hotel is not listed as Compliant on the Property GPNS
Internet Tracking (XLS)
• GPNS System Installation Certificate required fields are blank
• GPNS Installation/Certification Date is blank
• GPNS Installation/Certification documentation provided is not correct
version
CABBOH004_2A
MGS OPS-TECH-002
Search
Hotel has the minimum required internet bandwidth for guestroom

internet access

2_2 Standards
Page 169 | 202

Criteria Hotel has the minimum required internet bandwidth for guestroom internet
access

Hotels must follow minimum internet bandwidth requirements as communicated by

both the standard and the continent teams
• Always refer to the standard on MGS (OPS-TECH-002) to ensure proper

compliance
Ask the GM:
• How many rooms are at the hotel
Ask associate to:
• Log-on to Marriott Global Source

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
• Alternative documentation (Greater China): Internet Bandwidth subscription
contract with the internet service provider that shows internet bandwidth
size.
• Acceptable alternative documentation: A recent (less than 3 months)
internet bandwidth utilization report, from the internet bandwidth provider,
that shows the bandwidth size
Page 170 | 202

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 Americas: AT&T, Verizon, XO Communications, CenturyLink, etc.
o Europe: Providers are usually unique to each country. Examples
include, but are not restricted to Vodafone, Deutsche Telecom,
France Telecom
o MEA: ETISALAT, Orange, STC, ZAIN, MTN Group, QTEL, TEData
o Asia-Pacific: 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)
• Examples of LAN Service Providers (LSPs; ALTERNATIVE OPTION):
o Americas: Allbridge, Blueprint RF, Cloud5, Concord, Enseo,
GuestTek, Hospot International, Nimbus, Pure Pages, Safety
NetAccess, Single Digits, SONIFI, Windstream
o Europe: Acentic, FourteenIP, GuestTek, Hoist, Mikenopa
o MEA: Acentic, GuestTek, Hoist, InterTouch, Reivernet
o AP: GuestTek, InterTouch, Linkbroad, NEC, Reivernet
• 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.
US/CAN hotels, use the following minimum requirements:
All hotels
>1500 rooms - 600 Mbps
1000-1499 rooms - 450 Mbps
500-999 rooms - 300 Mbps
350-499 rooms - 150 Mbps
150-349 rooms - 150 Mbps
75-149 rooms - 100 Mbps
< 75 rooms - 50 Mbps
It is acceptable if a hotel has a stable bandwidth or a flexible bandwidth with

bursting cAPity to meet the guestroom bandwidth minimums
Page 171 | 202

• 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
CALA hotels, use the following minimum requirements:
• 250kbps/room (e.g., 25 Mbps per 100 rooms); Multiply the number of rooms
by 25Mbps and then divide by 100 rooms (Example: 250 rooms x 25 Mbps
= 6,250; 6,250/100 rooms = 62.5 Mbps is the minimum required)
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 cAPity 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
EUR & AP hotels, use the following minimum requirements:
• All brands to meet 500 kbps/room; Multiply the number of rooms by 500
Kbps and then divide by 1024 (1024 Kbps = 1 Mb) (Example: 250 rooms x
500 Kbps = 125,000; 125,000/1024 = 122 Mbps is the minimum required)
MEA hotels, use the following minimum requirements:
• All brands to meet 300 kbps/room; Multiply the number of rooms by 300
Kbps and then divide by 1024 (1024 Kbps = 1 Mb) (Example: 250 rooms x
300 Kbps = 75,000; 75,000/1024 = 73 Mbps which is the minimum
required) in case the calculation result was less than 50 Mbps then the
hotel needs minimum of 50Mbps.
The specified internet bandwidth minimums apply for both the upload and download
speeds of the Internet circuit. It is acceptable if a hotel has a stable internet
bandwidth or a flexible internet bandwidth with bursting cAPity to meet the
guestroom bandwidth minimums.
Audit is a point in time audit. Documentation must be provided during the audit to be
compliant. Documentation will not be accepted after the audit is complete
• Hotel does not have documentation confirming internet bandwidth

• Internet Bandwidth is not correct for hotel type
CABBOH002_2
Page 172 | 202

MGS OPS-TECH-002
Search
Guestroom Entertainment Platform meets standard (EMEA, US/CAN)

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

• Hotel is located in CAN or EUR and is AH, ELMT, FP, LC, LM, SHER, SR,
TRB, WSTN, or W
• Hotel is an AC Hotel with JV ownership (Implementation date: January 1,
2024)
• Hotel is an AUTO or TRB
Hotel must have the guestroom entertainment platform, including:
• (US/CAN): Over the Top (OTT) Entertainment Application installed (e.g.,

Netflix, YouTube)
• Interactive program guide
• (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:
• (US/CAN): OTT Entertainment application installed by confirming access to

Netflix
• Interactive program guide is available
• (US): Channel line-up present by confirming Bloomberg available
Mark No if any above criteria is not met
CABBOH011
MGS OPS-FRO-069
Search
Page 173 | 202

guestVoice Alert Response Rate meets standard

5 Standards
Criteria guestVoice Alert Response Rate meets standard
• Hotel does not meet the guestVoice Alert Response Rate standard
change has occurred within the last 3 months
• Hotel has 2000 rooms or more (AUTO)
• guestVoice is unavailable due to technical issues
• Property does not participate in guestVoice program
Hotel WILL RECEIVE 4 points if the guestVoice Alert Response standard detailed
below IS met
Hotel WILL NOT LOSE any points if the guestVoice Alert Response standard
detailed below IS NOT met
guestVoice Alert Response Standard
Hotel must respond to guestVoice Alerts within 72 hours by an approved response

method for GSS, TripAdvisor and Marriott Verified Reviews (MVR)
• Hotel must maintain a minimum 90% response rate for all GSS,
TripAdvisor, and MVR
• Compliance will be measured on total rolling 3-month performance at or
above 90%
• An alert is a negative survey/review from a guest.
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
Page 174 | 202

• 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
MGS OPS-GQA-006
Search
Marriott Environmental Sustainability HUB (MESH) meets standard

3 Standards
Criteria Marriott Environmental Sustainability HUB (MESH) meets standard
• 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 15 months
MESH is Marriott's consolidated utility platform. Properties are required to track

consumption through submitting invoices to MESH (or to enter data manually where
invoice submission is not available) to have metrics populate within the tool.
Marriott Environmental Sustainability HUB (MESH) must minimally:
Page 175 | 202

• Be in use
• Include hotel's name
• Include data from the following metrics:
• Carbon Intensity and color must not be gray

• Water Intensity and color must not be gray
o It is acceptable for properties in Quebec to not have a reading for
Water Intensity
• Energy Intensity and color must not be gray
• 90%+ Complete Sustain Responsible Operations (SRO) tracker
Documentation/verification must be completed in MESH
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 Carbon Intensity, Water Intensity,
Energy Intensity, and the Sustain Responsible Operations (SRO) tracker
CABBOH023
MGS OPS-ENG-047
Search MESH MGS page
Rooms Preventative Maintenance (RPM) Program meets standard

2 Standards
Criteria Rooms Preventative Maintenance (RPM) Program meets standard
• Hotel has opened within the last 12 months

Page 176 | 202

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 job aid below will assist properties with providing the
required reports.
Transcendent Job Aid
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 RPM
program must be documented in Jan-Apr and Jul-Dec). If a room is in quarantine
Page 177 | 202

during a period of time, those weeks should be excluded from the requirement. If a
room is quarantined for 3 months (approx. 12 weeks) then the room only needs to
have been treated twice in the last 12 months.
CABBOH022
MGS OPS-ENG-023
Search
New Perspective Events meet standard

B2901 Back/Heart of House Brand / Branded Feature 0
Criteria New Perspective Events meet standard
Mark N/A if hotel has not been open a full year
Hotel to verify and confirm the last three New Perspective Events per calendar year
Ask to see their New Perspective Reporting form
NOTE: Please report the CURRENT state of your hotel with regards to this item.
B2901
MGS OPS-FRO-268D
Search
Brand Approved Photographer meets standard (EMEA)

CAB3BOH0 Back/Heart of House Brand / Branded Feature 16
01
Page 178 | 202

Criteria Brand Approved Photographer meets standard (EMEA)
• Hotel is located in AP, CALA, US/CAN

• Hotel photography was taken before January 1, 2022
Hotel photography must be provided by a brand approved photographer. Certificate

of Compliance applies to hotel photography taken after January 1, 2022
Hotel photography uses include:
• Marketing materials
• Electronic presence
Hotels must minimally have either:
• Brand Photography Certificate of Compliance or

• Brand Photography Certificate of Extension
It is acceptable for certificate to be electronic or paper
Documentation must only be in one of the following specific forms listed below:
• Certificate of Compliance – [Brand] Photography Standards with a brand-

approved photographer
• Certificate of Extension – [Brand] Photography Standards
Mark Yes if your hotel has one of the above certification documents
Mark No if your hotel does NOT have one of the above certification documents
and indicate why in the findings
CAB3BOH001
MGS EMEA Brand Approved Photographers

Search
SMRM-066
Page 179 | 202

Training
Cleanliness Training Program is conducted and documented for all new

hires responsible for guestroom and public space cleaning

CABCL02 Training Operations / Operations 2
Standards
Criteria Cleanliness Training Program is conducted and documented for all new hires
responsible for guestroom and public space cleaning
Mark N/A if:
• Property has had no new hires since May 15, 2020 who have completed 90
days of service
• The hotel does not currently employ any associates with primary
housekeeping responsibilities
Property leadership must document that each new hire (hired after May 14th, 2020)
with guestroom and/or public space cleaning responsibilities has completed
CleanMatters or their own company’s training program within 90 days of hire.
If the property is using CleanMatters as its training program:
• Associates who select the job function of Housekeeping are automatically

assigned CleanMatters in DLZ
• Other eligible associates must select the Housekeeping job function to
populate on their DLZ plan
If the property is not using CleanMatters as its training program, the program must
minimally include:
• Detailed cleaning process

• Tools for managing day to day housekeeping operations (e.g., checklists,
job aids)
• Process differences for managing occupied and vacant Guestroom
cleaning
• Processes for non-Guestroom cleaning and disinfecting (e.g., public areas)
• Descriptions of proper tools and chemical usage
• Tools to assist in running an efficient and effective laundry operation (where
applicable)
• Guidelines regarding the safety and security of associates
Any form of documentation is acceptable (i.e. hard copy or electronic certificate,

roster, transcript). Documentation should note the course name, date completed
Page 180 | 202

and be signed by the associate and hotel leader if hard copy (non-electronic)
document is presented
Mark No if:
• Cleanliness training program for new hires is not completed and

documented
• Cleanliness training does not include the required components
CABCL02
MGS CleanMatters
Search
Marriott Bonvoy Training is conducted and documented

CABBOH02 Training Operations / Operations 4
5 Standards
Criteria Marriott Bonvoy Training is conducted and documented

• Hotel is open less than 90 days
• All associate hire dates within the last 90 days
• Hotel is a non-branded property
All associates who have been in position for at least 90 days must complete Marriott
Bonvoy training with the following components:
• The Power of Loyalty

• Living Loyalty
• Exploring Member Benefits
Select (1) Associate (e.g., Front Office, F&B, Engineering, Spa)
• In position at least 90 days

• On hotel's payroll
Page 181 | 202

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 verification of all components of training is not completed
CABBOH025
MGS OPS-FRO-304
Search
Master Barista Associate meets standard

HH2907 Training Brand / Branded Feature 4
Criteria Master Barista Associate meets standard

• Hotel is open less than 90 days
Each property must have at least 1 trained Master Barista
Ask who the Master Barista is
Ask to see both certificates from Universidad del Café and verify
HH2907
MGS OPS-FNB-143
Search
Page 182 | 202

Fire Protection/Life Safety
Randomly selected Fire/Life Safety item is compliant

CABPC006- Fire Protection/Life Safety Operations / Fire Life Safety 0
e
Criteria Randomly selected Fire/Life Safety item is compliant

change occurred in the month prior to or during the BSA tracking period
Select (1) of the items listed in the Fire/Life Safety audit and verify compliance
Personal Protective Equipment (PPE) are available for associate use

CABCV08 Fire Protection/Life Safety Operations / Fire Life Safety 0
Criteria Personal Protective Equipment (PPE) are available for associate use
Properties must provide Personal Protective Equipment (PPE) for associates to use
based on the Safety Data Sheet (SDS) on MGS or the jurisdictional equivalent and
manufacturer’s label for the chemicals and tools they are using.
For known/presumed COVID case, appropriate PPE must include:
• Eye protection
• Masks
• Gloves
• Shoe coverings
Single-ply spandex gaiters, masks with exhalation valves, and cotton face
coverings with less than 2 layers are not recommended. Hotels should not add
logos or other branding to any Covid-19 related items, including face coverings.
Please review your continent-specific guidance concerning Associate Face

Coverings
Page 183 | 202

Mark No if any of the above criteria are not met
CABCV08
MGS Global COVID-19 Protocols

Search
Face coverings (masks) for guests are enforced in indoor public spaces
(CALA)

Criteria Face coverings (masks) for guests are enforced in indoor public spaces
(CALA)
Mark N/A if property is not located in CALA
Property must enforce:
• All guests must wear face coverings (masks) in the property’s indoor public
spaces
• An active escalation plan in place if a guest does not comply
Refer to the CALA Re-opening and Recovery Resources on MGS
Mark No if:
• Property is not enforcing face coverings (masks) for guests in the indoor
public spaces
• An active escalation plan is not in place
CABCV04
MGS Public Space Face Coverings (masks) Requirement

Search
Pack Your Mask Playbook
Page 184 | 202

Sanitizing wipes/kits present in guestrooms prior to arrival (AP, CALA,

CAN, EMEA)

Criteria Sanitizing wipes/kits present in guestrooms prior to arrival (AP, CALA, CAN,
EMEA)
Mark N/A if property is located in the US
Prior to the guest’s arrival, the guestroom must minimally contain:
AP
• Luxury: One (1) hand sanitizer bottle and one (1) disposable mask
• Premium and Select: One (1) small package of sanitizing wipes
CALA, CAN, EMEA
• One (1) small package of sanitizing wipes
Mark No if sanitizing wipes/kits not present in guestroom prior to arrival
CABCV07

Search
Sanitizing wipes available upon request (US)

Criteria Sanitizing wipes available upon request (US)
Mark N/A if property is located in AP, CALA, CAN, EMEA
Small package of disinfecting wipes must be available upon request at the Front
Desk
Page 185 | 202

Mark No if small package of disinfecting wipes are not available upon request
CABCV09

Search
Protocols for servicing a guestroom with a known/presumed COVID

guest meet standard

Criteria Protocols for servicing a guestroom with a known/presumed COVID guest

meet standard
Mark N/A if there were no known/presumed COVID checkouts in the past two
weeks
During Stay:
• Discontinue housekeeping services

• Remove sealed trash and bring directly to the property's trash
compactor/dumpster; not placing in common trash areas (e.g.,
housekeeping closets, elevator landings)
• Remove soiled linens and terry from the Guestroom in sealed bags and
transport directly to the property laundry
Upon Departure the following must minimally be completed:
• Quarantine the guestroom for 24 hours before disinfection and routine

housekeeping procedure
• Use sealed bags for trash, terry, and linens, and remove ALL linens
including blankets and duvet insert
• Strip all used and unused linens, blankets and terry (e.g., duvet cover,
duvet insert, top sheets, fitted sheets, flat sheets, pillowcases, towels, hand
towels, wash cloths, bathmats) from the Guestroom
• Place all linens in sealed bags and transporting them directly to property
laundry
• Ensure linens are not held close to the associate’s body
• Bag all Guestroom trash, sealing, and transporting directly to property trash
compactor
• Perform routine housekeeping procedures (e.g., no debris, evidence of
prior guest)
Page 186 | 202

• Disinfect all high-touch hard surfaces

• Disinfect all bath amenities that are remaining in the room
• Remove and replace all used and unused mugs/glassware/china/silverware
for machine dishwashing; no glasses, coffee cups, mugs, china, or
silverware should be washed in the Guestroom sink
• Remove all unused consumables and seal in a bag, including:
• Toilet paper, facial tissue, paper towels
• Reading materials and collateral (if still in Guestroom)
• Guestroom coffee amenities (e.g., bulk sugars, creams, stir sticks)
• Bath amenities (e.g., soap, shower caps) that cannot be disinfected
• Label bag with date and holding for 7 days before use
It is acceptable for property to use a third party company to handle disinfection

process of guestroom following check-out of a known/presumed COVID case
CABCV06

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Page 187 | 202

Food Safety
Personal hygiene procedures are followed

CABFS101 Food Safety Operations / Food Safety 0
Criteria Personal hygiene procedures are followed
• 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)
Page 188 | 202

CABFS101
MGS OPS-FNB-057A
Search
Cold potentially hazardous foods maintained at 41F (5C) or below in all

cold holding devices

Criteria Cold potentially hazardous foods maintained at 41F (5C) or below in all cold
holding devices
provided to verify
• No food items present
Cold foods must be held at or below 41F
Select cold unit/units (walk-in, reach-in, cold holding units, salad bars, ice wells):
• (1) Refrigerator (RI/FF/SHS/TPS/AC/AH/ELMT)

• (2) Refrigerators/cold holding units
(CY/PH/JW/MX/FP/MH/RH/ED/RC/RCDC/AUTO/DH/Non
Branded/SHER/SR/LC/LM/W/WSTN/TRB/PH)
• (2) Refrigerators/cold holding units per kitchen (GH)
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
Page 189 | 202

o Verify food product evaluated is:

 Listed on HACCP Form A-20
 "Time item is displayed" listed is less than (4) hours from
current time
• (2) or more products are 42-55F (6-13C)

• Any product is over 55F (13C)
• Time in Lieu of Temperature is used and no food items are documented
• Time in Lieu of Temperature is in place and HACCP Form A-20 is not used
• Time in Lieu of Temperature is in place and log entry not filled out correctly
• Time in Lieu of Temperature is in place and documentation not 90%+
complete
CABFS103
MGS OPS-FNB-057
Search
Dishwashing machines properly maintained and operated

Criteria Dishwashing machines properly maintained and operated
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
Page 190 | 202

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 on test strip scale
For High temp machines:
• Test only once using a thermometer or strips

• Non-chemical sanitizing in a dishwashing machine must be at 160F (71C)
on dish surface
• If machine has not been used recently, run it through a cycle or two (2)
before testing
• Test High temp machines:
o Attach a 160F (71C) test strip, heat tape using a plate or fork or
use a waterproof thermometer.
o Run tape or waterproof thermometer through the machine
o Check heat tape for activation or thermometer for correct
temperature of the food contact surface in the machine
Randomly select (1) dish machine in the food and beverage area (All brands
except GH)
Randomly select (3) dish machines in the food and beverage areas (GH)
• High temp machine - heat tape is not activated or required temperature is

not achieved
• Low temp machine - chemical sanitizer not in correct range
• Low temp machine - hotel does not have a method to test the dish machine
sanitizer (e.g., test strip)
• Dish machine is not functioning or out of order
CABFS105
MGS OPS-FNB-057C
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Cutting board policy meets standards

Criteria Cutting board policy meets standards
Page 191 | 202

provided to verify
• Hotel does not offer ready-to-eat or non-ready-to-eat food items that require
the use of cutting boards during food preparation
Cutting board system must be in place if hotel offers ready-to-eat or non-ready to

eat food items that require the use of cutting boards during food preparation
(e.g., chicken, fruit, or drink garnish all require a cutting board system):
• White plastic, polypropylene or acrylic, used for preparing only ready-to-eat

food items (including Sushi and Sashimi)
• Second/other color used for food items that are not ready-to-eat
• It is acceptable to use a multiple color cutting board system for non-ready-
to-eat food items
Wood cutting boards may only be used for:
• Butcher blocks
• Bakery work tables
• Food displays
Kitchens in Asia and other specialty kitchens may use wooden boards for general
use, provided that:
• Boards must be properly maintained by scraping, washing, and sanitizing

daily
• Boards are marked for the proper product use
• There are separate boards for chicken, fish, raw and cooked products
• A culinary associate is able to describe the wooden cutting board use policy
• White cutting boards not used for ready-to-eat products

• Preparing non ready-to-eat and ready-to-eat food on the same cutting
boards
• Using only one-color cutting boards if both ready-to-eat and non-ready-to-
eat food items are prepared
• Using wooden boards for applications other than those approved by
Marriott as set out above
• Culinary associate in Asia/specialty kitchen is not able to describe the
wooden cutting board use policy
CABFS106
Page 192 | 202

MGS OPS-FNB-057C
Search
Ice Machines are clean and in good condition

Criteria Ice Machines are clean and in good condition
provided to verify
Randomly select (1) ice machine in the food and beverage area (All brands except
GH)
Randomly select (3) ice machines in the food and beverage areas (GH)
Ask Engineering associate to remove inspection panel of ice machine to observe

cleanliness of all ice/water contact surfaces
Check ice contact areas of bins, doors, drop guards, interior of ice machine,
gaskets and ice scoops
• Interior of ice machine dirty

• Mold, mildew or fungus on ice/water contact areas
• Rust on the inside of ice machine or ice/water contact areas
• Access to inside of ice machine is not available
CABFS102
MGS OPS-FNB-057
Search
Facility is clean and in good condition
Page 193 | 202


Criteria Facility is clean and in good condition
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
• (5) or more cleanliness or condition issues were observed or encountered

• Any evidence of pests
CABFS104
MGS OPS-FNB-057C
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Cross-contamination prevention procedures are followed
Page 194 | 202


Criteria Cross-contamination prevention procedures are followed
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 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 OPS-FNB-057A
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Page 195 | 202

Temperature Logs and Training documentation is completed and

available for review

Criteria Temperature Logs and Training documentation is completed and available for
review
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
Review documentation from last inspection, re-inspection, owner/management

company change or opening/re-opening date forward
• Hotel must provide documentation of owner/management company change
Select (1) of the following (5) documentation items to review
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:
• Government or local required food handler training

• Food Safety Training for Food Handlers (TAP Series)
• ServSafe Starters or ServSafe Food Handlers
Page 196 | 202

• Safe Food Solutions LLC

• Essentials of Food Safety and HACCP Principles
• GFSF (Great Food Safe Food)
• Management certification program (e.g., National Registry, ServSafe)
o It is acceptable for management certifications to be valid for the
entire length of certificate (e.g., 5 years) without re-certifying or
additional training every 2 year
 Certificate must state program is a Management program
to not require additional training every 2 years
Documentation may be in any form, the most common examples are:
• Roster
• Training certificate
• Completion documentation
• Training not conducted or documented

• Training documentation more than 2 years old
2) The appropriate managers are Food Safety Certified through an approved

program
Review documentation from last inspection, re-inspection, owner/management

company change or opening/re-opening date forward
• Hotel must provide documentation of owner/management company change
Management staff must minimally complete management food safety certification
• Minimum number of Food Safety certified management (positions vary by

hotel, equivalents acceptable):
o FF/SHS/TPS/AC/AH/ELMT - 1 manager
o CY/RI/MX/FP/PH - 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/RI/MX/FP - 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 JW/MH/RH/ED/RC/RCDC/AUTO/DH/Non
Branded/GH/SHER/SR/LC/LM/W/WSTN/TRB/PH: 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)
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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:
• Select (2) management staff from the list above

(MH/RH/JW/ED/RC/RCDC/CY/PH/RI/MX/AUTO/DH/Non
Branded/FP/SHER/SR/LC/LM/W/WSTN/TRB/PH)
• Select (5) management staff from the list above (GH)
• Ask to see certificate for the certified manager (FF/SHS/TPS/AC/AH/ELMT)
US
Management food safety certification must only be from one of the following
certifying bodies:
• NRFSP (National Registry of Food Safety Professionals)

• Prometric (formerly Experior Assessments)
• ServSafe (National Restaurant Association/Educational Foundation)
• Learn2Serve 360 Training.com, Inc.
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
ALL CONTINENTS
• Certificates not from approved program (US)

• Certificates not on file and available for review
• Certificates older than 5 years
• Required staff not certified in approved program
3) Refrigerator and freezer temperature logs (HACCP Log A-3) are completed
and on file for 90 days
Hotel may use any form (electronic or paper)
If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper
logs/forms must be completed
Log must minimally record:
• Date
• AM internal temp
• PM internal temp
• Corrective Action (if temperature out-of-range)
Page 198 | 202

o Refrigerator temperatures above 41F (5C) are considered out-of-

range
o Freezer temperatures above 5F (-15C) are considered out-of-range
Select (1) refrigerator and (1) freezer
Select (1) week (7 consecutive days) within the past 3 months
• Corrective action field not completed

• Documentation not available for review
• Documentation not 90%+ complete
• Log entry(s) not filled out correctly
• Temperatures out of guidelines have not corrective actions
4) Temperature Logs (HACCP Log A-1) for cooking, holding and reheating
food items are completed and on file for the past 90 days
Do not select this item is hotel does not cook, hold or re-heat food items
• Date
• Food item
• Time
• Temperature
o For cooking temperatures: temperatures below minimal internal
cooking limits listed on Log A-1 are considered out of range
o For reheating temperatures: below 165F (74C) are considered out
of range
o For holding temperature: hot holding below 135F (57C) or cold
holding above 41F (5C) are considered out of range
Select (1) kitchen and (1) meal period for 1 week (7 consecutive days) within the
past 3 months
Review documentation and check all fields are correctly completed for selected
entries
• Corrective action field not completed for out-of-range temperatures

Page 199 | 202

• Temperatures out of guidelines have no corrective actions
5) Food Cooling Logs (HACCP Log A-2) are completed and on file for the past
90 days
Do not select this documentation item if hotel does not re-heat food
• Date
• Food item
• Temp at start
• Temp #1 (after 1 hour)
• Temp #2 (after 2 hours)
• Temp #3 (after 4 hour)
• Temp #4 (after 6 hours)
o Temp #2 (after 2 hours) above 70F (21C) are considered out-of-
range
o Temp #4 (after 6 hours) above 41F (5C) are considered out-of-
range
Select (3) cooling log entries within the past 3 months
Review documentation and check all fields are correctly completed for selected
entries
• Corrective action field not completed for out-of-range temperatures

CABFS100
MGS OPS-FNB-057
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Quarterly Global Food Safety Audit (GFSA) is completed and

documented
Page 200 | 202


CABFS108_ Food Safety Operations / Operations 16
2 Standards
Criteria Quarterly Global Food Safety Audit (GFSA) is completed and documented
• All Kitchen Facilities were under complete renovation and not available for
food production during the previous completed quarter
• QA website was unavailable due to technical issues
• Hotel open less than one complete quarter
Hotel must complete a Global Food Safety Audit (GFSA) self-inspection each
calendar quarter
• Quarters are as follows:

o 1st Quarter: January-March
o 2nd Quarter: April-June
o 3rd Quarter: July-September
o 4th Quarter: October-December
GFSAs must be completed and uploaded to the QA website
A printed GFSA will not be acceptable
Ask to see documentation of most recent GFSA
• Verify quarterly GFSA was completed and uploaded for the most recently
completed quarter
• Documentation must only be in one of the specific electronic forms listed
below:
o Global Food Safety Audit - Summary Results (electronic)
o Global Food Safety Audit - Detail Results (electronic)
It is acceptable to use the prior year's form during Q1 only
Q2, Q3, Q4 must use current form
• Documentation not available

• Paper forms only available
• Incorrect form used
• Requested GFSA not conducted or documented
• GFSA not uploaded to QA website
CABFS108_2
Page 201 | 202

MGS OPS-FNB-057A
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Page 202 | 202


2022 Brand Standards Audit Updated 1/13/22

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

2022 Brand Standards Audit

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Front Entrance Arrival/Valet Arrival

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

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

Q# Group Category / Area To Address Points

Well-groomed and professional, wearing a uniform

Q# Group Category / Area To Address Points

Valet interaction meet standards

Q# Group Category / Area To Address Points

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

ENT2902 Front Entrance Arrival/Valet Operations / Service 2

Criteria Valet interaction meet standards

Mark N/A if any of the following:

Valet attendant must:

• Promptly open car doors

Mark No if any of the above criteria is not met

The associate provided directions to the registration area

Q# Group Category / Area To Address Points

Criteria The associate provided directions to the registration area

Mark N/A if any of the following:

Associate must provide directions to registration area

Mark No if the above criteria is not met

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Guest name used during the experience, when known

Q# Group Category / Area To Address Points

Further assistance offered to the guest

Q# Group Category / Area To Address Points

Warm and sincere closing offered and appreciation demonstrated

Q# Group Category / Area To Address Points

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Q# Group Category / Area To Address Points

Valet parking hours meets standards

Q# Group Category / Area To Address Points

Criteria Valet parking hours meets standards

Mark N/A if any of the following:

Valet parking must be available 24 hours per day

Mark No if any of the above criteria is not met

Front Entrance/Valet Arrival Exterior Cleanliness - General

Q# Group Category / Area To Address Points

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Front Entrance/Valet Arrival Exterior Condition - General

Q# Group Category / Area To Address Points

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Mobile check-in was evaluated

Q# Group Category / Area To Address Points

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

Q# Group Category / Area To Address Points

Warm welcome/greeting provided

Q# Group Category / Area To Address Points

Mobile Check-In Welcome meets standards

Q# Group Category / Area To Address Points

Criteria Mobile Check-In Welcome meets standards

Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark N/A if any of the following:

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

Mark No if any of the above criteria is not met

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

Q# Group Category / Area To Address Points

Well-groomed and professional, wearing a uniform