Marioot Brand Standard Audit - PDF 1

MH-BSA-2015-JUL-DEC-V2
July – December 2015
NOTIFICATION: Starting in 2014, BSA evaluations will include the timely completion and upload of both the hotel’s June
2013 Property Certification AND their December 2013 Property Certification. Each Property Certification Audit form (June and/or
December) that is submitted late or not at all will result in 1 percentage point off the Overall BSA score.
PLEASE NOTE: For any auditable line item listed on this BSA, it will be measured to Marriott International Standard unless local code,
ordinance or law would prevail.
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the
express permission of an authorized representative of Marriott. Any other use is expressly prohibited.
1
TABLE OF CONTENTS
Front Entrance/Lobby Arrival .................................................................................................................................................................... 3

Check-In .................................................................................................................................................................................................... 6
Greatroom/Lobby Bar .............................................................................................................................................................................. 11
Room Service ........................................................................................................................................................................................... 26
Concierge/Executive Lounge ................................................................................................................................................................... 31
Restaurant ................................................................................................................................................................................................ 41
General Bedroom ..................................................................................................................................................................................... 56
Bedroom #1.............................................................................................................................................................................................. 57
Bathroom #1 ............................................................................................................................................................................................ 75
Bedroom #2.............................................................................................................................................................................................. 82
Bathroom #2 ............................................................................................................................................................................................ 99
Bedroom #3............................................................................................................................................................................................ 106
Bathroom #3 .......................................................................................................................................................................................... 123
Lobby ..................................................................................................................................................................................................... 130
Public Restrooms ................................................................................................................................................................................... 134
Elevator .................................................................................................................................................................................................. 138
Corridors ................................................................................................................................................................................................ 139
Fitness Center ........................................................................................................................................................................................ 142
Pool ........................................................................................................................................................................................................ 149
Spa ......................................................................................................................................................................................................... 154
Spa - Locker Room ................................................................................................................................................................................ 161
Meeting .................................................................................................................................................................................................. 164
Golf Shop ............................................................................................................................................................................................... 169
Golf Locker Room ................................................................................................................................................................................. 175
Golf Cars ................................................................................................................................................................................................ 178
Golf Comfort Station ............................................................................................................................................................................. 183
Golf Grounds ......................................................................................................................................................................................... 186
Back of House ........................................................................................................................................................................................ 189
General ................................................................................................................................................................................................... 197
Food Safety ............................................................................................................................................................................................ 200
Property Certification............................................................................................................................................................................. 210

2
Front Entrance/Lobby Arrival
Category:
Q# Item Pts Group Area to Answer
Address
1 Enter Host name(s) Front Service
Entrance/Lobby Execution:
Arrival Arrival
2 Leadership is visible in the lobby during peak 4 Front Service Yes No N/A
times pts Entrance/Lobby Execution:
Arrival Guest Services
Mark N/A if auditor arrives after the property's scheduled peak hours
Mark NO if leadership is not visible in the lobby during peak times
ENT518
3 The Host followed the 15/5 rule 16 Front Service Yes No N/A
pts Entrance/Lobby Execution:
Arrival Arrival
Mark N/A if the Host/Leader is engaged with another guest
The Host (e.g. Door, Bell, Valet, Lobby Greeter) must:
 Be present during peak arrival hours

o It is acceptable for the Host to be located in the lobby or front entrance (inside or outside)
 At 15 feet (4.6 m), make eye contact and smile
 At 5 feet (1.5 m), maintain eye contact
 Greet the guest with a warm, professional greeting (e.g. Good Morning, Welcome, Hello)
Mark NO if any of the above criteria is not met
ENT501-g
4 The Host directed the guest to the reception desk 4 Front Service Yes No N/A
Arrival Arrival
Mark NO if the Host did not direct the guest to the reception desk
ENT506
5 The Host maintained good posture, eye contact 4 Front Service Yes No N/A
and smiled throughout the interaction pts Entrance/Lobby Execution:
Arrival Arrival
Throughout the entire interaction the Host must:
 Maintain good posture

 Be visibly engaged
 Listen attentively
3
Category:
Address
 Maintain eye contact
 Smile
ENT509-a
6 The Host appeared well-groomed and 4 Front Service Yes No N/A
professional, wearing the proper uniform and pts Entrance/Lobby Execution:
name tag Arrival Arrival
The Host must be:
 Properly groomed
 Professional
 In proper uniform
 Wearing name tag with first name
It is acceptable for properties located in Hawaii to utilize an alternate uniform program
ENT510-pi
7 The Host offered further assistance to the guest 4 Front Service Yes No N/A
Arrival Arrival
The Host must offer further assistance with a specific question related to the interaction
Mark NO if the above criteria is not met
ENT511-f
8 The Host provided a warm and sincere closing, 16 Front Service Yes No N/A
demonstrating appreciation pts Entrance/Lobby Execution:
Arrival Arrival
The Host must:
 Offer a sincere closing

 Demonstrate appreciation (e.g. thank the guest)
ENT512-c

4
9 Arrival Experience - General 4 Front Entrance/Lobby Cleanliness: Compliant Minor Major N/A
Exterior Cleanliness pts Arrival General Facility
Check awnings, balconies, canopies, chimneys, curbs, doors, downspouts, driveway, exterior, facade, flags/flag poles, gutters,
landscaping, lighting, parking lot, patio, porte cochere, PTAC/exhaust vents, railings, roof, sidewalks, sheds, siding, signage,
storage areas, trash receptacles, utility closet, vents, walkways and windows
Mark NO if any cleanliness issues are observed upon arrival to the hotel
ENT513
10 Arrival Experience - General 4 Front Entrance/Lobby Condition: Compliant Minor Major N/A
Exterior Condition pts Arrival General Facility
Check awnings, balconies, canopies, chimneys, curbs, doors, downspouts, driveway, exterior, facade, flags/flag poles, gutters,
landscaping, lighting, parking lot, patio, porte cochere, PTAC/exhaust vents, railings, roof, sidewalks, sheds, siding, signage,
storage areas, trash receptacles, utility closet, vents, walkways and windows
Mark NO if any condition issues are observed upon arrival to the hotel
ENT514
11 Marriott logo flag meets 4 Front Entrance/Lobby Product Yes No N/A
standard pts Arrival Standards:
General Facility
Mark N/A if any of the following:
 Logo flag not present

 Hotel is a Marriott Conference Center
Marriott logo flag, if displayed, must be in the current brand voice specification
ENT519
12 Walk-off mat meets standard 4 Front Entrance/Lobby Product Yes No N/A
pts Arrival Standards:
General Facility
 Walk-off mat not present

 Hotel is a Marriott Conference Center
Walk-off mat must minimally be:
 In brand voice
 Charcoal-gray in color
It is acceptable if walk-off mat uses the current property-specific logo
ENT520

5
Check-In
Category:
Q# Item Pts Group Answer
Area to Address
13 Enter Host name(s) Check-In Service Execution:
Arrival
14 Mobile check-in was evaluated 0 Check-In Service Execution: Yes No
pts Arrival
15 The Host followed the 15/5 rule 16 Check-In Service Execution: Yes No N/A
pts Arrival
The Host must:

 Use guest name (when known)
CK503-g
16 If standing in a queue, the staff made an attempt to 4 Check-In Service Execution: Yes No N/A
acknowledge the guest in a timely manner pts Arrival
Mark N/A if the guest was not required to stand in a queue
Acknowledgement to guest may be verbal or non-verbal
Mark NO if the staff did not attempt to acknowledge the guest while standing in a queue
CK502-w
17 The Host welcomed the mobile check-in guest with the 4 Check-In Service Execution: Yes No N/A
appropriate language pts Arrival
 Guest check-in was conducted via standard check-in

 Hotel is located in Japan or Venezuela
The Host 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)
o It is NOT acceptable to ask the question "Are you checking in?"
CK521

6
18 The Host reviewed the method of payment and room number silently 2 Check- Service Yes No N/A
pts In Execution:
Arrival
Mark N/A if guest check-in was conducted via mobile check-in
The Host must:
 Confirm the method of payment

 Not state room number out loud
CK505
19 The Host handed the guest his/her key card packet and provided directions 4 Check- Service Yes No N/A
to the elevator or guestroom pts In Execution:
Arrival
The Host must:
 Hand the guest his/her key packet

 Provide directions to the elevator/guestroom
 Step from behind the kiosk, if front desk design allows
CK506
20 The Host executed payment and key delivery components for mobile- 4 Check- Service Yes No N/A
check-in pts In Execution:
Arrival
 Guest check-in was conducted via standard check-in

 Hotel is located in Japan or Venezuela
The Host 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 advanced
 Hand the guest his/her key packet
 Provide directions to the elevator/guestroom
 Step from behind the kiosk, if front desk design allows
 Verbally confirm the method of payment (e.g. using last 4 digits of credit card)
o Not ask to see the credit card or swipe the credit card
 Review room number discreetly, non-verbally
CK522
7
21 The check-in procedure met standard for time and was error free 4 Check- Service Yes No N/A
pts In Execution:
Arrival
The Host must:
 Provide a working key to the guest

 Assign the guest a clean and vacant room
 Perform check-in process, including time standing in queue within:
o (5) minutes (US/CAN)
o (10) minutes (AP, CALA, EU, MEA)
CK507
22 The Host was knowledgeable about property offerings and the local area, 4 Check- Service Yes No N/A
as applicable pts In Execution:
Arrival
Pick (1) of the following topics and inquire of the Host:
 Hotel offerings
 Local area
Mark NO if the Host is not knowledgeable about the above
CK508-k
23 The Host used the guest name during the interaction 4 Check- Service Yes No N/A
pts In Execution:
Arrival
Mark NO if the Host did not use the guest name at least once during the interaction
CK509-n
24 The Host maintained good posture, eye contact and smiled throughout 4 Check- Service Yes No N/A
the interaction pts In Execution:
Arrival

 Smile
CK511-a

8
25 The Host appeared well-groomed and professional, wearing 4 pts Check-In Service Yes No N/A
the proper uniform and name tag Execution:
Arrival
The Host must be:
 Professional
CK516-pi
26 The Host offered further assistance to the guest 4 pts Check-In Service Yes No N/A
Execution:
Arrival
Mark NO if the Host did not offer further assistance (e.g. "Is there anything else I can assist you with?")
CK512-f
27 The Host provided a warm and sincere closing, demonstrating 4 pts Check-In Service Yes No N/A
appreciation Execution:
Arrival
The Host must:

 Demonstrate appreciation (e.g. thanking the guest)
CK513-c
28 The Host Created a Personal Connection 16 Check-In Service Yes No N/A
pts Execution:
Arrival
The Host must Create a Personal Connection (e.g. inquiring about the nature of visit, asking about travel experience, commenting
on the guest's travel origin, inquiring about any special needs or requests, mentions something about guest's previous or future
visits, avoid Host to Host conversations) during the interaction
Mark NO if the Host did not Create a Personal Connection during interaction
CK518
29 The Host Responds to Cues 16 Check-In Service Yes No N/A
pts Execution:
Arrival
The Host must Respond to Cues by being aware of guest's verbal and non-verbal cues and customizing the interaction
9
appropriately without being prompted or asked
Examples include:
 Engaging in conversation when personal details about a guest are learned

 Modeling behavior after the guest (e.g. if the guest is in a hurry, act with a sense of purpose)
 Offering extra towels to guests (e.g. traveling with families)
 Paying special attention to children (e.g. kid's key to the hotel, sending milk and cookies to the room)
Mark NO if the Host did not Respond to Cues during interaction
CK519
30 The overall experience met guest expectations and was free of 0 pts Check-In Service Yes No N/A
negative detractors Execution:
Arrival
Mark NO if there was any element that did not meet expectations:
 Facility (e.g. cleanliness issues upon arrival)

 Product (e.g. cleanliness and conditional issues with collateral at check-in)
 Service (e.g. texting, speaking negatively, personal conversations, special requests not provided in room)
CK514-s
31 The Mobile Check-in Sign is present at all times 4 pts Check-In Service Yes No N/A
Execution:
Arrival
Mark N/A if the hotel is located in Japan or Venezuela
The Mobile Check-in sign must minimally be:
 In a dedicated Mobile Check-in area

o It is acceptable if a dedicated Mobile Check-in area is a lane at the front desk or a remote check-in area
o It is acceptable if the Mobile Check-in area shares the Elite check-in area
 Present at all times (24 hours a day)
 In a brand specification
Mark NO if any of the above criteria is not met or hotel does not participate in Mobile Check-in
CK523

10
Greatroom/Lobby Bar
Category:
Address
32 CERTIFIED GREATROOM: Hotel has a 0 Greatroom/Lobby Service Yes No
certified Greatroom pts Bar Execution:
Food &
Beverage
 Greatroom/Lobby Bar is a licensed concept

 Greatroom/Lobby Bar is operated by a third party
Certified Greatroom is determined by auditor schedule
Mark YES if schedule indicates hotel has a Certified Greatroom
 When YES is selected, the CERTIFIED GREATROOM line items will appear and are to be evaluated
LNG5T1
33 Enter Host name(s) Greatroom/Lobby Service
Bar Execution:
Food &
Beverage
34 Server - The Host followed the15/5 rule 16 Greatroom/Lobby Service Yes No N/A
pts Bar Execution:
Food &
Beverage
 Area is under complete renovation and not available for guest use
The Host must:

LNG501-g
35 Server - The Host acknowledged the guest within 16 Greatroom/Lobby Service Yes No N/A
one minute of their arrival pts Bar Execution:
Food &
Beverage

11
Category:
Address
Mark NO if the Host did not acknowledge the guest within (1) minute of arrival
LNG502
36 Server - The Host offered to take a food order 2 Greatroom/Lobby Service Yes No N/A
pts Bar Execution:
Food &
Beverage
Mark NO if the Host did not offer to take a food order at any time during the interaction
LNG503
37 Server - The Host offered to make suggestions 2 Greatroom/Lobby Service Yes No N/A
pts Bar Execution:
Food &
Beverage
The Host must offer to make suggestions
LNG536
38 Server - Beverages, with the exception of 4 Greatroom/Lobby Service Yes No N/A
cocktails, were delivered within three minutes of pts Bar Execution:
their order Food &
Beverage
Mark NO if the ordered beverage, excluding cocktails, was not delivered within (3) minutes
LNG504

12
Category:
Address
39 Server - The Host checked back with the guest, 2 Greatroom/Lobby Service Yes No N/A
ensuring satisfaction pts Bar Execution:
Food &
Beverage
The Host must check back to ensure guest satisfaction prior to the beverage being completed
LNG505
40 Server - Hosts offer a 2nd round of beverage 16 Greatroom/Lobby Service Yes No N/A
assistance when the glass is 1/3 full pts Bar Execution:
Food &
Beverage
The Host must:
 Offer a refill when the beverage was 1/3 full

 Remove all empty glassware
LNG506
41 Server - The Host maintained good posture, eye 4 Greatroom/Lobby Service Yes No N/A
contact and smiled throughout the interaction pts Bar Execution:
Food &
Beverage

13
Category:
Address
 Smile
LNG507-a
42 Server - The Host appeared well-groomed and 4 Greatroom/Lobby Service Yes No N/A
professional, wearing the proper uniform and pts Bar Execution:
name tag Food &
Beverage
The Host must be:
 Professional
 Wearing a name tag with first name
LNG508-pi
43 Server - The Host offered further assistance to 4 Greatroom/Lobby Service Yes No N/A
the guest pts Bar Execution:
Food &
Beverage
Mark NO if the Host did not offer further assistance (e.g. Is there anything else I can assist you with?)
LNG509-f
44 Server - The Host provided a warm and sincere 16 Greatroom/Lobby Service Yes No N/A
closing, demonstrating appreciation pts Bar Execution:
Food &
Beverage

14
Category:
Address
At the conclusion of service, the Host must:

LNG510-c
45 Server - The Host Created a Personal Connection 16 Greatroom/Lobby Service Yes No N/A
pts Bar Execution:
Food &
Beverage

The Host must Create a Personal Connection (e.g. inquiring about the nature of visit, recommending a wine or beer, stays focused
on the guest at hand, following up on answers to questions) during the interaction
Mark NO if the Host did not create a Personal Connection during interaction
LNG537
46 Server - The Host Responds to Cues 16 Greatroom/Lobby Service Yes No N/A
pts Bar Execution:
Food &
Beverage

Examples include:
 Pointing out power sources to guests using mobile devices

 Tailoring food and beverage offerings (e.g. groups, single diners, business meetings)
 Offering assistance with services and information unrelated to food and beverage
 Offering bar seating if waiting for a table
 Suggesting technology solutions related to guest activity (e.g. charging, printing, use of free wi-fi)
 Offering personal reflections, recommendations related to requests for local area or hotel information
LNG538
15
Category:
Address
47 The overall experience met guest expectations 0 Greatroom/Lobby Service Yes No N/A
and was free of negative detractors pts Bar Execution:
Food &
Beverage
 Facility (e.g. china/glass/silver, tray/table)

 Product (e.g. condiment presentation, food/beverage items)
 Service (e.g. greeting, engagement, closing)
LNG511-s
48 Food and beverage contents and plate 4 Greatroom/Lobby Product Yes No N/A
presentation meet standard pts Bar Standards:
Food &
Beverage
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)
 Served in appropriate glassware
LNG525-j
49 All food and beverage were visually appealing 0 Greatroom/Lobby Product Yes No N/A
and met guest expectations with regard to taste pts Bar Standards:
Food &
Beverage
All items should/include:
 Attractive plate presentation

16
Category:
Address
 Meet expectations for taste
 Be visually appealing
LNG526-j
50 CERTIFIED GREATROOM: The music was 16 Greatroom/Lobby Product Yes No N/A
appropriate for the time of day pts Bar Standards:
Food &
Beverage
The playing of music is NOT required in Saudi Arabia and Kuwait
The music must be appropriate for the time of day:
 Properly set for evening time

o Must be clear and audible for all business levels
o Must create an upbeat energy
LNG512
51 Cocktail menu must include language indicating 4 Greatroom/Lobby Product Yes No N/A
juices are fresh squeezed pts Bar Standards:
Food &
Beverage
 If a menu is not present
If menu including cocktails (e.g. beverage/bar, dinner) is present, it must include language indicating juices are fresh squeezed,
hand-pressed or similar
LNG514

17
52 CERTIFIED GREATROOM: Menu approach meets 4 pts Greatroom/Lobby Bar Product Yes No N/A
standard Standards:
Food & Beverage
 Hotel does not have a Certified Greatroom
Certified Greatroom menus must include:
 Snacks for Quick Service (e.g. 5's, Snacks-Bar Bits, Nosh, Quick Bites, To Begin)
 Items to Share (e.g. 10's, Sharable, Graze, To Share, Sharing, Social Sharing, Small Plates, Bites, Bar Favorite)
 Entrees/Knife & Fork (e.g. 20's, Savor, Big Plates)
 Desserts (e.g. Sweets, Desserts)
LNG527-y
53 CERTIFIED GREATROOM: Greatroom lighting 16 Greatroom/Lobby Bar Product Yes No N/A
meets standard pts Standards:
Food & Beverage
Lighting must minimally be:
 Activated during hours of operation

 Appropriate for the time of day
o AM lighting must be bright and vibrant, emphasizing natural light
o PM lighting must be dramatically lowered
 The Back Bar, artwork, botanicals and unique designs should be illuminated with accent lighting to
provide focal points to the room
LNG540-y
54 CERTIFIED GREATROOM: Power availability 16 Greatroom/Lobby Bar Product Yes No N/A
meets standard pts Standards:
Food & Beverage

18
Power must be available at 50% of all seating groups within the Greatroom
It is acceptable for portable power options to be utilized and count towards the 50% requirement
LNG541-y
55 CERTIFIED GREATROOM: Food offerings meet 4 pts Greatroom/Lobby Bar Product Yes No N/A
standard Standards:
Food & Beverage
Certified Greatroom menus must include the following food offerings:
 (4) Snacks for Quick Service

 (7) Items to Share (AP, CALA, CAN, EU, US)
 (5) Items to Share (MEA)
 (6) Entree/Knife & Fork (AP, CALA, CAN, EU, US)
 (5) Entree/Knife & Fork (MEA)
LNG528-y
56 CERTIFIED GREATROOM: Service signature 4 pts Greatroom/Lobby Bar Product Yes No N/A
tiered stand in use Standards:
Food & Beverage
 Hotel does not have a certified Greatroom
 Use of tiered stand not observed
Certified Greatroom service must include the use of tiered stand when multiple Snacks and/or Items to Share or Afternoon/High
Tea (AP) are ordered
LNG530-y

19
57 CERTIFIED GREATROOM: Desserts offered 4 Greatroom/Lobby Product Yes No N/A
on menu pts Bar Standards:
Food &
Beverage
Certified Greatroom menu must offer (2) desserts
It is acceptable if desserts are offered individually or to share
LNG531-y
58 CERTIFIED GREATROOM: Wine by the 4 Greatroom/Lobby Product Yes No N/A
glass offerings meets standard pts Bar Standards:
Food &
Beverage
Certified Greatroom menu must include wine by the glass offerings in (3) pour sizes:
 3 oz or equivalent
Certified Greatroom must include the following wine by the glass offerings:
CALA, CAN, US
 (1) Sparkling
 (5) White
 (5) Red
 (1) Rose/Blush
EU
 (1) Sparkling
 (1) Champagne
 (4) White
 (4) Red

20
MEA
 (4) White
 (4) Red
AP
 (4) White
 (6) Red
LNG532-y
59 CERTIFIED GREATROOM: Cocktail 4 Greatroom/Lobby Product Yes No N/A
offerings meet standard pts Bar Standards:
Food &
Beverage
Certified Greatroom must include a minimum of:
 (10) Cocktails (CALA, CAN, US)

 (8) Cocktails (AP, EU, MEA)
LNG534-y
60 CERTIFIED GREATROOM: Beer offerings 4 Greatroom/Lobby Product Yes No N/A
meet standard pts Bar Standards:
Food &
Beverage
Certified Greatroom must include the following beer offerings:
CAN, US
 (2) Domestic Premium (e.g. Beer that is produced in that country)

 (2) Domestic Light
 (4) Craft (e.g. Beer that is regionally produced)
 (1) Regional Craft
 (4) Import
21
 (2) Import Light
 (1) Non alcoholic
EU
 (2) Draft
 (2) Local/Craft
 (1) Pilsner/Lager
 (2) Import
 (1) Non-alcoholic
MEA
 (1) Non-alcoholic
AP, CALA
 (2) Domestic
 (4) Import
 (2) Light
 (1) Non alcoholic
LNG535-y
61 Lounge/Bar Service Area/Equipment - 2 Greatroom/Lobby Cleanliness: Compliant Minor Major N/A
Cleanliness pts Bar Food &
Beverage
 Hotel does not have a lounge

 Bar/ Lounge is under complete renovation and not available for guest use
Check floors, doors, walls, equipment, sinks, refrigeration, ice machines and display shelves
Mark NO if any cleanliness issues are noted
LNG516
62 Lounge/Bar Service Area/Equipment - 2 Greatroom/Lobby Condition: Compliant Minor Major N/A
Condition pts Bar Food &
Beverage

 Bar/ Lounge is under complete renovation and not available for guest use
Check floors, doors, walls, equipment, sinks, refrigeration, ice machines and display shelves

22
Mark NO if any condition issues are noted
LNG517
63 Lounge Cleanliness - Floor 4 Greatroom/Lobby Cleanliness: Compliant Minor Major N/A
pts Bar Food &
Beverage

 Bar/Lounge is under complete renovation and not available for guest use
Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl
LNG518
64 Lounge Condition - Floor 4 Greatroom/Lobby Condition: Compliant Minor Major N/A
pts Bar Food &
Beverage

LNG519
65 Lounge Cleanliness - 2 Greatroom/Lobby Cleanliness: Compliant Minor Major N/A
Wall/Doors/Ceiling/Windows/Treatments pts Bar Food &
Beverage

Check the odor as you enter the area
Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware,
lampshades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls
wands/batons, windows, window frames, window sill and window treatments
LNG520

23
66 Lounge Condition - Wall/Doors/ 2 Greatroom/Lobby Condition: Compliant Minor Major N/A
Ceiling/Windows/Treatments pts Bar Food &
Beverage

lampshades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls
wands/batons, windows, window frames, window sill and window treatments
LNG521
67 Lounge Cleanliness - 4 Greatroom/Lobby Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Bar Food &
Beverage

Check flat surfaces and beneath seat cushions that you encounter
Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, electronic equipment, fire
extinguishers/cabinet, fireplace, fireplace screen, glassware, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, menus,
mirrors, planters, plants, sofas, tables, telephones, television/remote control, trash cans, trees and other items
LNG522
68 Lounge Condition - 4 Greatroom/Lobby Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Bar Food &
Beverage

Test HVAC/PTAC unit, fireplace, lighting and televisions (as applicable) to ensure operation
If fireplace is not on, have Host ignite fireplace to ensure operation (not applicable for wood burning fireplaces)
If local code prohibits the use of a fireplace, documentation must be provided to verify
extinguishers/cabinet, fireplace, fireplace screen, glassware, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, menus,
24
mirrors, planters, plants, sofas, tables, telephones, television/remote control, trash cans, trees and other items
LNG523

25
Room Service
Category:
Area to Address
69 Enter Host name(s) Room Service Service Execution:
Food & Beverage
70 Telephone - The Host answered the phone within three 4 Room Service Service Execution: Yes No N/A
rings pts Food & Beverage
Mark NO if the Host answered the phone in (4) rings or more
RS502-3
71 Telephone - The Host answered the phone using a warm 4 Room Service Service Execution: Yes No N/A
verbal greeting, using his/her name pts Food & Beverage
The Host must:
 Provide a sincere welcoming greeting

 Use his/her name
RS503
72 Telephone - The Host politely asked to place the guest on 2 Room Service Service Execution: Yes No N/A
hold pts Food & Beverage
Mark N/A if the Host did not need to ask the caller to be placed on hold
The Host must:
 Ask the guest politely to be placed on hold

 Wait for the guest response before doing so
RS504-h
73 Telephone - The guest name, room number and number of 2 Room Service Service Execution: Yes No N/A
guests being served is verified pts Food & Beverage
The Host must verify:
 Guest name
 Room number
 Number of guests being served
RS505
74 Telephone - The room service order was properly taken 2 Room Service Service Execution: Yes No N/A
pts Food & Beverage
Taking of the room service order must include:
 Estimated delivery time quoted to guest

 Complete order repeated back to guest, including:
26
Category:
Area to Address
o Any special requests
o Condiments mentioned by guest
RS506
75 Telephone - The Host conversed in an efficient yet 4 Room Service Service Execution: Yes No N/A
unhurried manner, being sensitive to the manner of the pts Food & Beverage
guest
The Host must:
 Not hurry the guest during the phone conversation

 Maintain a consistent tempo throughout the conversation
 Be sensitive to the manner of the guest
RS507
76 Telephone - The Host was knowledgeable about menu 4 Room Service Service Execution: Yes No N/A
offerings pts Food & Beverage
The Host must:
 Be able to describe menu item ingredients

 Be able to describe menu item preparations
RS508-k
77 Telephone - The Host used the guest name during the 4 Room Service Service Execution: Yes No N/A
interaction pts Food & Beverage
Mark NO if the Host does not use the guest name at least once after confirming their name at the beginning of the conversation
RS509-n
78 Telephone - The Host provided a warm and sincere closing, 4 Room Service Service Execution: Yes No N/A
demonstrating appreciation pts Food & Beverage
The Host must:

RS511-c
79 Delivery - Room Service order was accurate and delivered 4 Room Service Service Execution: Yes No N/A
within 45 minutes pts Food & Beverage
The Host must deliver:
 The correct order

27
Category:
Area to Address
 The order within (45) minutes
 Condiments
 Serviceware
RS512
80 Delivery - Announcement meets standard 2 Room Service Service Execution: Yes No N/A
pts Food & Beverage
The Host must:
 Be positioned in front of the door viewer

 Knock (3) times
 Identify department
 Only mention guest name inside the guest room
RS513
81 Delivery - The server asked permission before entering the 2 Room Service Service Execution: Yes No N/A
room pts Food & Beverage
Mark NO if the server did not ask permission to enter the guest room
RS514
82 Delivery - The check was presented in a check cover and 2 Room Service Service Execution: Yes No N/A
accompanied by a Marriott pen pts Food & Beverage
The Host must:
 Present check face-up in check cover

 Present check accompanied by a Marriott pen
 Offer a functional and clean pen
RS519
83 Delivery - The Host maintained good posture, eye contact 4 Room Service Service Execution: Yes No N/A
and smiled throughout the interaction pts Food & Beverage

 Smile
RD520-a

28
Category:
Area to Address
84 Delivery - The Host appeared well-groomed and 4 Room Service Service Execution: Yes No N/A
professional, wearing the proper uniform and name tag pts Food & Beverage
The Host must be:
 Professional
RS515-pi
85 Delivery - The Host provided a warm and sincere closing, 4 Room Service Service Execution: Yes No N/A
demonstrating appreciation pts Food & Beverage
The Host must:

RS522-c
86 Delivery - The Host Created a Personal Connection 16 Room Service Service Execution: Yes No N/A
pts Food & Beverage
The Host must Create Personal Connection (e.g. inquiring about the nature of visit, inquiring about guest's stay, asking about the
guest's travel origin, staying focused on the guest at hand, inquiring about any special dietary needs or requests, making
recommendations based on selections) during the interaction
Mark NO if the Host did not create a Personal Connection during interaction
RS530
87 Delivery - The Host Responds to Cues 16 Room Service Service Execution: Yes No N/A
pts Food & Beverage
Examples include:
 Paying special attention to children

 Offering personal reflections, recommendations related to request for local area or hotel information
 Modeling behavior after the guest (e.g. if the guest is in a hurry, match their sense of urgency)
 Mentioning hotel/area details unique to the guest

29
Category:
Area to Address
RS531
88 The overall experience met guest expectations and was free 0 Room Service Service Execution: Yes No N/A
of negative detractors pts Food & Beverage

RS523-s
89 Door knob breakfast menu is available in room 4 Room Service Product Standards: Yes No N/A
pts Food & Beverage
Door knob breakfast menu must be present and in Brand Voice
RS525
90 Room Service menus are available 4 Room Service Product Standards: Yes No N/A
pts Food & Beverage
Mark N/A if hotel is a Marriott Conference Center
Room Service menus must be present in Brand Voice
RS526

30
Concierge/Executive Lounge
Category:
Address
91 Enter Host name(s) Concierge/Executive Service
Lounge Execution:
Guest
Services
92 Concierge/Executive Lounge Evening - The 16 Concierge/Executive Service Yes No N/A
Host followed the15/5 rule pts Lounge Execution:
Guest
Services
 Hotel does not have an Concierge/Executive Lounge
 Concierge/Executive Lounge is a licensed concept
 Concierge/Executive Lounge is operated by a third party
The Host must:

 Greet the guest with a warm, professional greeting (e.g. Good Evening, Welcome, Hello)
EXLNG502-g
93 The Hosts were knowledgeable about property 4 Concierge/Executive Service Yes No N/A
offerings and the local area, as applicable pts Lounge Execution:
Guest
Services
 Area is under renovation and not available for guest use

Pick (1) of the following topics and inquire of the Host:
 Hotel offerings
 Local area
Mark NO if the Host is not knowledgeable about the above
EXLNG503-k

31
94 The Hosts used the guest name during the 4 Concierge/Executive Service Yes No N/A
experience, when known pts Lounge Execution:
Guest
Services
 Guest name was not known
Mark NO if the Host did not use the guest's name
EXLNG504-n
95 The Host maintained good posture, eye 4 Concierge/Executive Service Yes No N/A
contact and smiled throughout the interaction pts Lounge Execution:
Guest
Services

 Smile
EXLNG505-a
96 The Hosts appeared well-groomed and 4 Concierge/Executive Service Yes No N/A
professional, wearing the proper uniform and pts Lounge Execution:
name tag Guest
Services
 The area is under complete renovation and not available for guest use
The Host must be:
32
 Professional
EXLNG506-pi
97 The Host offered further assistance to the 4 Concierge/Executive Service Yes No N/A
guest pts Lounge Execution:
Guest
Services
Mark NO if the Host did not offer further assistance (e.g. Is there anything else I can assist you with?)
EXLNG507-f
98 The Hosts provided a warm and sincere 4 Concierge/Executive Service Yes No N/A
closing, demonstrating appreciation pts Lounge Execution:
Guest
Services
The Host must:

EXLNG508-c
99 The Host Created a Personal Connection 16 Concierge/Executive Service Yes No N/A
pts Lounge Execution:
Guest
Services

33
The Host must Create a Personal Connection (e.g. inquiring about the nature of visit, recommending a wine or beer, stays focused
on the guest at hand, following up on answers to questions, avoids Host to Host conversations, offering personal reflections or
recommendations related to requests for local area or hotel information) during the interaction
EXLNG523
100 The Host Responds to Cues 16 Concierge/Executive Service Yes No N/A
Guest
Services
Examples include:
 Bringing/offering portable power or pointing out power sources to guests using mobile devices
 Offering to refresh drinks or clear used service items promptly
 Modeling behavior after the guest (e.g. if the guest is in a hurry, act with a sense of purpose)
 Suggesting technology solutions related to guest activity (e.g. charging, printing)
EXLNG524
101 The overall experience met guest 0 Concierge/Executive Service Yes No N/A
expectations and was free of negative pts Lounge Execution:
detractors Guest
Services

EXLNG509-s
34
102 Food and beverage contents and plate 4 Concierge/Executive Product Yes No N/A
presentation meet standard pts Lounge Standards:
Food &
Beverage
 Hotel does not have a Concierge/Executive Lounge
 Served in appropriate glassware and tableware
EXLNG519
103 All food and beverage were visually 0 Concierge/Executive Product Yes No N/A
appealing and met guest expectations with pts Lounge Standards:
regard to taste Food &
Beverage

EXLNG520
104 Concierge/Executive Lounge staffing, 4 Concierge/Executive Service Yes No N/A
services and amenities meet standards pts Lounge Execution:
Guest
Services
Concierge Executive Lounge services and amenities must minimally include:

35
 Copy services
 Fax services (inbound and outbound)
 25" television
Concierge/Executive Lounge staffing requirements must minimally include:
 Complimentary assistance available in lounge to assist with reservations, tickets, and information (when staffed)
 Lounge attendant on-duty whenever food (not snacks) or liquor services are offered
Concierge/Executive Lounge offered 5 days a week minimum
EXLNG510
105 Concierge/Executive Lounge morning food 4 Concierge/Executive Product Yes No N/A
and beverage meets standard pts Lounge Standards:
General
Facility
Concierge/Executive Lounge F&B offering must minimally include:
 Complimentary breakfast: (6:30 am - 9:00 am)

 Morning food & beverage must minimally offer:
o Yogurt
o Dry cereal
o Scrambled eggs
o Cheese (AP, EU, MEA)
o Fresh fruit
o Juice
o Tea
o Coffee
o Bakery items/toast
EXLNG511
106 Concierge/Executive Lounge evening food 16 Concierge/Executive Product Yes No N/A
and beverage meets standard pts Lounge Standards:
General
Facility

36
Concierge/Executive Lounge F&B offering must minimally be/include:
 Hot hors d'oeuvres

o Available 5:30 pm - 7:30 pm
o Minimum (1) hot item and cheese display
 Beverage service
o Available 5:30 pm - closing
o Available 5:30 pm - 9:30 pm (AP, EU)
o Minimum:
 Alcoholic beverages - beer, wine & spirits (where allowed by local law) (AP, CALA, CAN, MEA,
US)
 Alcoholic beverages - beer & wine (where allowed by local law) (EU)
 Carbonated beverages
 Coffee/tea
o Set-up for self-service or tended bar
 Evening snack
o Available 7:30 pm - closing
o Minimum of:
 (2) snacks (e.g. cookies, brownies, pretzels, nuts)
 (1) whole fruit
EXLNG512
107 Concierge/Executive Lounge Breakfast - The 16 Concierge/Executive Service Yes No N/A
Host followed the 15/5 rule pts Lounge Execution:
Guest
Services
The Host must:

EXLNG521-g
108 Food areas are clean and well-stocked 4 Concierge/Executive Service Yes No N/A
Guest
Services
37
Food areas must minimally be:
 Clean
 Well-stocked
EXLNG522
109 Concierge Lounge Cleanliness - Floor 4 Concierge/Executive Cleanliness: Compliant Minor Major N/A
pts Lounge General
Facility
Check bathroom (if provided)
EXLNG514
110 Concierge Lounge Condition - Floor 4 Concierge/Executive Condition: Compliant Minor Major N/A
pts Lounge General
Facility
Check bathroom (if provided)
EXLNG513
111 Concierge Lounge Cleanliness - 16 Concierge/Executive Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Windows/Treatments pts Lounge General
Facility
38
Check base, blinds, ceiling, chair rail, corner guard, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plate, lighting, odor, outlet covers, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window frames, window sills and window treatments
Mark NO if any cleanliness issues
EXLNG516
112 Concierge Lounge Condition - 16 Concierge/Executive Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Windows/Treatments pts Lounge General
Facility
plate, lighting, outlet covers, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
EXLNG515
113 Concierge Lounge Cleanliness - 16 Concierge/Executive Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items/ Signage pts Lounge General
Facility
Check artwork, benches, cabinets, ceiling fans, chrome, counters, decor items, dispensers, fire extinguishers/cabinet, furniture,
hardware, HVAC/PTAC, lighting, machines, mirror, plants, planters, shelves, sink, toilet, trash can, trees and vanity
EXLNG518
114 Concierge Lounge Condition - 16 Concierge/Executive Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items/ Signage pts Lounge General
Facility

39
Check artwork, benches, cabinets, ceiling fans, chrome, counters, decor items, dispensers, fire extinguishers/cabinet, furniture,
hardware, HVAC/PTAC, lighting, machines, mirror, plants, planters, shelves, sink, toilet, trash can, trees and vanity
EXLNG517

40
Restaurant
Category:
Address
115 Enter Host name(s) Restaurant Service
Execution:
Food &
Beverage
116 Greeter - The Host followed the 15/5 rule 16 Restaurant Service Yes No N/A
pts Execution:
Food &
Beverage
 Restaurant is a licensed concept
 Restaurant is operated by a third party
 Hotel does not have a restaurant
If the greeter was not on duty (or assisting another guest) any Host can be the first point of contact, offering the Marriott welcome
The Host must:

 Guest name usage (when known)
REST502-g
117 Greeter - If standing in a queue, the staff made an 16 Restaurant Service Yes No N/A
attempt to acknowledge the guest in a timely manner pts Execution:
Food &
Beverage
 The guest was not standing in a queue
Acknowledgement to guest may be verbal or non-verbal
Mark NO if the Hosts did not attempt to acknowledge the guest while standing in a queue
REST503-w

41
118 Greeter - The Host escorted the guest to a table and followed 4 pts Restaurant Service Yes No N/A
proper seating procedures Execution:
Food &
Beverage
The Host must:
 Escort the guest to the table at a comfortable pace

 Confirm that the table is to the guest's satisfaction
 Explain the menu and buffet options (as available)
REST504-f
119 Greeter - The Host provided a warm and sincere closing by 4 pts Restaurant Service Yes No N/A
thanking them for joining them this morning Execution:
Food &
Beverage
The Host must:

 Thank the guest
REST505-c
120 Breakfast table setting meets standard, is clean and in good 2 pts Restaurant Service Yes No N/A
condition Execution:
Food &
Beverage

42
Tables and place settings must minimally be set with:
 Salt and pepper

 Sugar caddy
o Sweet 'N Low, Equal, Splenda and sugar (US/CAN)
o Sugar and sugar substitute (AP, CALA, EU, MEA)
 Simple napkin fold
 Cup with saucer or mug
Coffee must not be pre-set at tables
Table and table setting must be clean and in good condition
REST506
121 Server - The Host followed the 15/5 rule 16 Restaurant Service Yes No N/A
pts Execution:
Food &
Beverage
The Host must:

REST507-g
122 Server - The Host greeted the guest with coffee service within one 16 Restaurant Service Yes No N/A
minute of seating pts Execution:
Food &
Beverage
The Host must:
 Greet the guest within (1) minute of seating

 Approach the table with coffee service in-hand
43
o It is acceptable if individual coffee servings are freshly brewed from a machine or specialty coffee (e.g.
Americano, cappuccino, espresso) is offered (AP, EU, MEA)
REST508
123 Server - The Host offered to take beverage order 4 pts Restaurant Service Yes No N/A
Execution:
Food &
Beverage
The Host must:
 Leave the coffee pot on the table with the guest, if applicable
 Offer and pour coffee as appropriate
 Suggest beverage alternatives or the coffee was pre-set
REST509
124 Hot tea service included a selection of teas, pot of hot water, offer 4 pts Restaurant Service Yes No N/A
of condiments Execution:
Food &
Beverage
 Guest did not order tea and the set-up could not be viewed at another guest's table
Mark NO if the hot tea service does not meet any of the requirements
REST510
125 A la cart breakfast availability meets standard 16 Restaurant Product Yes No N/A
pts Standards:
Food &
Beverage

44
The restaurant must offer an a la carte breakfast menu, even if a buffet (hot or cold) is offered
REST551
126 Server - The Host was efficient, yet unhurried and sensitive to the 4 pts Restaurant Service Yes No N/A
manner of the guest Execution:
Food &
Beverage
The server took the guest order in an efficient manner, repeating each order to ensure accuracy
The Host must:
 Maintain a comfortable pace of service

 Be sensitive to the manner of the guest
 Repeat the order back to ensure its' accuracy
REST511
127 Server - Service at the table during breakfast meets standard 16 Restaurant Service Yes No N/A
pts Execution:
Food &
Beverage
The Host must:
 Offer/suggest refills
 Remove empty plate, serviceware and debris
REST512

45
128 A la cart breakfast delivery time meets standard 16 Restaurant Service Yes No N/A
pts Execution:
Food & Beverage
 Restaurant offers a buffet (hot or cold)
A la carte items must be delivered within fifteen minutes of ordering unless a specific item is marked on the menu that it requires
more time
REST550
129 Server - The check was accurate when presented to the 4 pts Restaurant Service Yes No N/A
guest Execution:
Food & Beverage
 Restaurant does not present a check
If a check is presented, it must be:
 Accurate
 For Buffet Service - presented after the guest returns from the buffet
 For A La Carte Service - placed on table after entree is served
REST513
130 Drip/Brewed coffee “to go” cup and lid offered during the 16 Restaurant Service Yes No N/A
interaction pts Execution:
Food & Beverage
 Drip/Brewed coffee not ordered during breakfast
If drip/brewed coffee is ordered during breakfast, the Host must:

46
 Offer drip/brewed coffee “to go” cup and lid
REST546
131 Server - The Host used the guest name during the 4 pts Restaurant Service Yes No N/A
interaction Execution:
Food & Beverage
 Guest name not known
Mark NO if the Host did not use the guest's name, if known
REST515-n
132 Server - The Host maintained good posture, eye contact 4 pts Restaurant Service Yes No N/A
and smiled throughout the interaction Execution:
Food & Beverage

 Smile
REST516-a
133 All Hosts appeared well-groomed and professional, 4 pts Restaurant Service Yes No N/A
wearing the proper uniform and name tag Execution:
Food & Beverage

47
The Host must be:
 Professional
REST517-pi
134 The Host provided a warm and sincere closing, 4 pts Restaurant Service Yes No N/A
demonstrating appreciation Execution:
Food & Beverage
The Host must:

REST518-c
135 The overall restaurant was kept clean and tidy 4 pts Restaurant Service Yes No N/A
Execution:
Food & Beverage
The restaurant must:
 Clear/bus tables in a timely fashion

 Reset tables in a timely fashion
Mark NO if during the guest's visit the restaurant was not properly maintained
REST519
136 The overall experience met guest expectations and was 0 pts Restaurant Service Yes No N/A
free of negative detractors Execution:
Food & Beverage

48

REST520-s
137 Server - The Host Created a Personal Connection 16 Restaurant Service Yes No N/A
pts Execution:
Food & Beverage
Mark N/A find any of the following:
 Dining room is under complete renovation and not available for guest use
 Hotel does not have a dining room
The Host must Create a Personal Connection (e.g. inquiring about the nature of visit, asking about travel experience, asking about
the guest's travel origin, staying focused on the guest at hand, inquiring about any special dietary needs or requests, following up
on answers to questions, avoids Host to Host conversations) during the interaction
REST547
138 Server - The Host Responds to Cues 16 Restaurant Service Yes No N/A
pts Execution:
Food & Beverage
Examples include:
 Tailoring food and beverage offerings to the guest (e.g. groups, single diners, business meetings)
 Offering personal reflections, recommendations related to request for local area or hotel information
 Offering appropriate condiments without prompting
 Suggesting technology solutions related to guest activity (e.g. charging, printing)

49
REST548
139 Food and beverage contents and plate presentation meet 4 pts Restaurant Product Yes No N/A
standard Standards:
Food & Beverage
 Served in appropriate glassware and tableware
REST542
140 All food and beverage were visually appealing and met 0 pts Restaurant Product Yes No N/A
guest expectations with regard to taste Standards:
Food & Beverage

REST543
141 Breakfast buffet cooking station meet standard 16 Restaurant Product Yes No N/A
pts Standards:
Food & Beverage
 Restaurant does not offer a breakfast buffet cooking station

50
 Restaurant does not offer a breakfast buffet
Cooking station must minimally include eggs and omelets cooked to order
Omelet station signage must be present and include:
 Cured ham and aged cheddar

 Local omelet, hotel developed
 Egg white omelet, hotel developed
The omelet station must offer the following:
 (3) Meats
 (3) Cheeses
 (5) Vegetables
REST521
142 Breakfast menus, omelet station signage and buffet 4 pts Restaurant Product Yes No N/A
identifiers meet standard (US/CAN) Standards:
Food & Beverage
 Hotel is located in AP, CALA, EU, MEA
Breakfast menus, omelet station signage, buffet identifiers must be in brand voice and professional in appearance
Mark NO if breakfast menus, omelet station signage and/or buffet identifiers are:
 Handwritten
 Photocopied
 Not professional in appearance
 Not in brand voice
REST544

51
143 Healthy food options must be noted on menu 16 Restaurant Product Yes No N/A
pts Standards:
Food & Beverage
Breakfast menu must minimally include:
 (4) Items with 500 calories or less

 Calories listed next to description of these (4) items
REST531
144 Pepsi brand products are used (US) 2 pts Restaurant Product Yes No N/A
Standards:
Food & Beverage
 Hotel is located in AP, CALA, CAN, EU, MEA

 All F&B areas are a licensed concept
 All F&B areas are operated by a third party
Pepsi branded products must be used in the bar, restaurant and room service
Non Pepsi branded products (e.g. Coke, Diet Coke, Sprite) must not be present
REST532
145 Kids menu must be available 2 pts Restaurant Product Yes No N/A
Standards:
Food & Beverage
If a kids menu is separate from the regular menu do not ask during the mystery shop portion of the audit but during the
walkthrough
The kids menu must be available

52
REST533
146 Restaurant Buffet Area and Equipment - 2 pts Restaurant Cleanliness: Compliant Minor Major N/A
Cleanliness Food & Beverage
Do not mark off for normal crumbs or food on the buffet or appliances from today's use
REST534
147 Restaurant Buffet Area and Equipment - 2 pts Restaurant Condition: Compliant Minor Major N/A
Condition Food & Beverage
Mark NO if any condition issues or any item not functioning
REST530
148 Dining Area Cleanliness - Floor 4 pts Restaurant Cleanliness: Compliant Minor Major N/A
Food & Beverage
REST536

53
149 Dining Area Condition - Floor 4 Restaurant Condition: Compliant Minor Major N/A
pts Food &
Beverage
REST537
150 Dining Area Cleanliness - 4 Restaurant Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/ pts Food &
Windows/Treatments Beverage
Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, lamp
shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls,
REST538
151 Dining Area Condition - 4 Restaurant Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/ pts Food &
Windows/Treatments Beverage
shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents and walls,
REST539
152 Dining Area Cleanliness - Furniture/ 4 Restaurant Cleanliness: Compliant Minor Major N/A
Equipment/Décor Items pts Food &
Beverage
54
Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, creamer, decor items, drawers, electronic
equipment, fire extinguishers/cabinet, fireplace, fireplace screen, glassware, hardware, high chairs, HVAC/PTAC unit, lamps,
lamp shades, mantels, menu, mirrors, place setting, planters, plants, sofas, sugar caddy, tables, telephones, television/remote
control, trash cans, trees and other items
REST540
153 Dining Area Condition - Furniture/ 4 Restaurant Condition: Compliant Minor Major N/A
Equipment/Décor Items pts Food &
Beverage
 Dining Room is under complete renovation and not available for guest use
 Hotel does not have a Dining Room
Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, creamer, decor items, drawers, electronic
equipment, fire extinguishers/cabinet, fireplace, fireplace screen, glassware, hardware, high chairs, HVAC/PTAC unit, lamps,
lamp shades, mantels, menu, mirrors, place setting, planters, plants, sofas, sugar caddy, tables, telephones, television/remote
control, trash cans, trees and other items
Mark NO if any condition issues or items not functioning
REST541

55
General Bedroom
Category:
Area to Address
154 Laundry/Dry Cleaning Service available at least 5 days 4 General Product Standards: Yes No N/A
pts Bedroom General Facility
Mark NO if Laundry/Dry Cleaning services are not available at a minimum of 5 days per week
GENF501
155 Guestroom linen and terry reuse collateral is implemented 2 General Product Standards: Yes No N/A
and in use pts Bedroom General Facility
Linen and Terry Reuse collateral must include:
 Sustainability Card/Guest Services Directory Insert

 Must be in brand voice specification
 Nobility of Nature Card is acceptable (China)
 Terry reuse hanger card
o Must be in brand voice specification
Check collateral in the first guestroom
Mark NO if linen and terry reuse program is not implemented and in use
GEN515

56
Bedroom #1
Please note the BSA scoring methodology is not embedded within this document. All line items are
annotated 2, 4, or 16 points to communicate the relative importance to their touchpoint, however, the
overarching scoring rules and weights are not incorporated. If you want to score your hotel against the
BSA line items, please enter your answer choices (YES, NO, N/A) into the Self-Audit tool (MAXP) then click
CONNECT to upload the form. You can view your hotel’s reports on the LQA website to see the overall
score based on the data you have entered.
Category:
Area to Address
156 Enter the room # Bedroom No Category
#1
157 Smoke detector functional 0 Bedroom Fire/Life Safety: Yes No N/A
pts #1 Guestroom
 No mechanism to test
 Smoke detector will activate the total hotel alarm system if tested
Check that smoke detector is present
Ask if testing the smoke detector will activate the hotel alarm system:
 If YES, DO NOT TEST - Mark N/A

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

 Smoke detector missing
CABFLS048
158 Entry door safety features are fully functional 0 Bedroom Fire/Life Safety: Yes No N/A
pts #1 Guestroom
All guest room/suite entry doors must have:
 Deadbolt
 Evacuation graphics
o Entry doors that open directly to the exterior/outside are not required to have evacuation graphics posted
 Secondary locking device/Safety latch (e.g. chain latch, night latch, additional deadbolt)
 Self-closing device (must be functional, if present)
 View port
Determine if entry door is self-closing or not
Check all self-closing doors in the following manner:

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Category:
Area to Address
 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/Safety latch operates properly
 It is acceptable for an automatic deadbolt to release upon opening
o Look through the view port to ensure visibility
Check all doors without self-closing devices in the following manner:
 Attempt the following steps for each door:

o Engage deadbolt and secondary locking device/Safety latch
 If automatic deadbolt present, verify deadbolt engaged
o Look through the view port to ensure visibility/functionality
It is acceptable for view port to have operational cover
CABFLS049
159 Coffee equipment meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Coffee equipment must minimally include the following items:
US/CAN
 Single cup brewer (e.g. CV1)

 (2) Disposable cups, wrapped
 (2) White sip-through lids
 (2) Wood stir sticks, wrapped
 (1) Wooden Box
CALA
 (1) Electric kettle or single cup brewer (e.g. CV1)

 (2) Wood or plastic stir sticks, wrapped
 (1) Wooden Box or tray
EU
 (1) Electric kettle

 (2) Mugs, matching in color
 (2) Disposable cups with lids
 (2) Napkins
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Category:
Area to Address
 (2) Coasters
 (2) Wood or plastic stir sticks, or spoons
It is acceptable to have ice bucket items and coffee items on one tray (EU)
AP, MEA
Guestroom coffee service is optional if coffee service is available in the lobby
In-room coffee service must minimally include:
 (1) Coffee maker OR (1) kettle

 (2) Mugs
 (2) Disposable cups (MEA)
A French Press Coffee set-up is acceptable (AP)
BD516
160 Coffee products meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Coffee products must minimally include the following items:
US/CAN
 Coffee
o (1) Decaffeinated packet
o (1) Regular packet
 Tea, Taylor's of Harrogate:
o (1) English Breakfast
o (1) Organic Chamomile
 Condiments:
o (2) UHT (ultra high temperature) pasteurized shelf stable creamers
o (4) Sugar packets
o (2) Sweet 'N Low
o (2) Equal
o (2) Splenda
It is acceptable for Canadian hotels to utilize equivalents to the artificial sweeteners and tea listed above
CALA
 Coffee
 Tea:
o (2) English Breakfast or black tea
o (2) Herbal tea
 Condiments:
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Category:
Area to Address
o (4) Sugar packets
o (2) Sweet 'N Low
o (2) Equal
o (2) Splenda
It is acceptable for CALA hotels to have a total of (4) artificial sweeteners if above brand name sweeteners are not available
It is acceptable for CALA hotels to use cream sticks when UHT is not available in the market. Milk or cream might not be
available for hotels located in Venezuela
EU
 (2) Soluble regular coffee

 (2) Decaffeinated coffee
 (4) Teavelopes
o Variety of tea selected by hotel
 (2) Sugar sticks
 (2) Sweetener sticks
 (2) Milk or creamer sticks
AP, MEA
Guestroom coffee service is optional if coffee service is available in lobby
 (4) coffee packets in filter OR (4) instant coffee sachets

o (2) regular coffee
o (2) decaffeinated coffee
 (2) Individual packaged breakfast teas
 (2) individual packaged organic herb teas
BD517
161 Guest Services Directory meets standard 4 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Guest Services Directory must minimally:
 Be present
 Be in Brand voice
 Use template and correct style
 Include current brand logo
BD512

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162 Closet amenities meet standards 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Mark N/A if checking an Occupied Ready suite
Closet area must minimally have:
US/CAN
 Hangers:
o Match in color
o (4) wooden clip with hooks
o (6) wooden regular with hooks
 (1) Luggage rack
o It is acceptable if a fixed/permanent (e.g. built-in) luggage bench is present
 (1) Robe (Concierge/Executive/Suites)
 (2) Robes (Resort - all rooms)
 (1) Valet bag:
o Brand logo on plastic valet bag
 (1) Valet ticket
AP, CALA, EU, MEA
 Hangers:
o Match in color
 (1) Robe (Executive/Suites)
 (1 pair) Slippers (Executive/Suites)
 (2) Robes (Resort Executive/Suites)
 (2 pairs) Slippers (Resort Executive/Suites)
 (2) Valet/laundry/dry-cleaning bags
BD501
163 Ironing amenities meet standards 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Ironing amenities must minimally include:
 Iron
 Ironing board and cover
o Board cover, full size or mid-size (US/CAN)
o ADA rooms may have table top boards (US/CAN)
 Iron organizer
o It is acceptable in the new Marriott guestroom for the iron organizer to not be present

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BD518
164 Ice bucket set-up meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
All guestrooms must minimally have:
 (1) Ice bucket with plastic bag and lid

o If ice is available through room service, a notice indicating such must be provided in place of the ice bucket,
bag and lid (AP, CALA, EU, MEA)
 (2) Coasters
o Branded coasters
 (2) Glasses
o Not wrapped
o Inverted on coasters
 (1) Tray
It is acceptable if local code requires (documentation must be provided):
 Requires glasses covered with paper/plastic caps (e.g. Stan-caps)

 Requires glasses to be wrapped
BD519
165 Guestroom water meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Mark N/A if Concierge Room/Suite not evaluated
Water, when required, must minimally be provided as follows:
 Complimentary in Concierge/Suite rooms

 (1) Bottle
It is acceptable if hotels offer water for sale, in addition to the complimentary water
BD520
166 In-room safe is present 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Mark N/A if hotel is a US/CAN non-resort hotel
An in-room safe is minimally required in:
 AP, CALA, EU, MEA

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 US/CAN resorts
Mark NO if in-room safe is not present
BD506
167 Television meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Guest room/suite must minimally include (1) television:
 Flat panel HDTV

 Screen size:
o 32 inches (81.3 cm)
 46 inches (116.8 cm) upon replacement June 2014 or later
o 42 inches (94 cm) suites
 52 inches (132 cm) upon replacement June 2014 or later
 (1) Remote control
BD508
168 Alarm clock/clock radio meet standards 4 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Alarm clock/clock must be present and include/be:
 Alarm clock in the off position

 Battery installed for alarm clock/clock radio with battery back-up option
 Set to correct time (within 5 minutes)
It acceptable for alarm clock to be on TV, as long as time is displayed and alarm operates while TV is in an OFF position (AP,
CALA, EU, MEA)
BD503
169 Brand collateral and reading materials meets standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Mark N/A if the hotel is located in the province of Quebec
Required items:
 Activity guide (unless distributed at Front Desk) (Resort)

 Bible (except where prohibited by culture/law, e.g., China, Kingdom of Saudi Arabia)
 Book of Mormon (except where prohibited by culture/law, e.g., China, Kingdom of Saudi Arabia)
 DND/Privacy Please
o It is acceptable for other verbiage to be used (e.g. later please, privacy)
 (1) Magazine
o "ShopMarriott" catalog (US/CAN)

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BD521-i
170 Note pad and pen meets standards 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Required items:
CALA, CAN, US
 (1) Notepad in Brand Voice or (2) Note cards in Brand Voice

 (1) Pen in Brand Voice
AP, EU, MEA
 (1) Notepad in Brand Voice or (2) Note cards

BD522
171 Telephones meet standard 2 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Guest room/suite must minimally have:
 (1) Telephone
 Message waiting light
 Voice mail button
 Speed dial button programmed for guest service
 Visible telephone cords are neatly bound
Faceplates must minimally have:
 Address, phone and fax number imprinted on face plate

 Dialing instructions or long distance surcharge information (US/CAN)
o Reference to Guest Service Directory acceptable
 Room number (typed or computer generated)
BD511
172 Pillows meet standard 16 Bedroom Product Yes No N/A
pts #1 Standards:
Guestroom
Mark N/A if Room has been "pre-blocked" with a special request for pillows and documentation provided
Pillows must be present and include:

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 King beds:
o (4) King size, or
o (3) Euro and (3) natural fill standard size
 Queen beds:
o (4) Queen size, or
 Double beds:
o (4) Standard size, or
 Twin/Super Twin:
o (2) Natural fill standard size
 Pillowcases
 Pillow covers/protectors
All pillow fill must be:
 King, Queen or standard size:

o DownSurround (CALA, CAN, US)
o Natural
 Euro
o Synthetic
BD515
173 Bedding meets standard (CALA, CAN, EU, MEA, 16 Bedroom Product Yes No N/A
US) pts #1 Standards:
Guestroom
Mark N/A if hotel is located in Asia Pacific
Bedding must include duvet and full duvet cover (use of triple sheeting is not acceptable)
BD523
174 Bedroom/Bathroom Odor is neutral 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Mark N/A if room is an occupied room check
 Heavy air freshener

 Mildew or musty odor
 Odor not neutral
 Smoke or food odor
 Other odors
CABBD014
175 Bedroom Cleanliness - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards/Mirrors/Artwork pts #1 Guestroom
Check artwork, balcony door, base, blackouts, chair rails, connecting door, corner guards, crown molding, doors, door frames,
drapes, entry door components (card reader, door mat, entry door, frame, grout, hardware, kick plate, signage, thresholds, tile
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floor (entry only), transition strip and weather stripping) frames, glass, handles, hardware, hooks, locks, mirrors, outlet covers,
pillars, rods, safety stops, screens, shelves, sills, sliding door, smoke detectors, sprinkler heads, switch plates, walls and windows
CABBD015
176 Bedroom Condition - 4 Bedroom Condition: Compliant Minor Major N/A
Check entry door (card reader, door mat, entry door, frame, grout, hardware, kick plate, signage, thresholds, tile floor (entry
only), transition strip and weather stripping) to ensure operation
Check that sliding glass doors are locked and secondary locking devices/security bars are engaged
Open/sliding glass/balcony doors, if designed to open, to ensure operation
Check balcony door, base, connecting door, corner guards, crown molding, doors, door frames, frames, glass, handles, hardware,
hooks, locks, outlet covers, pillars, safety stops, shelves, shutters, sills, sliding door, smoke detectors, sprinkler heads and switch
plates
CABBD016
177 Bedroom Cleanliness - Ceiling 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check ceiling and ceiling fan (if applicable)
CABBD017
178 Bedroom Condition - Ceiling 4 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
CABBD018
179 Bedroom Cleanliness - Flooring/Carpet 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Dampen a washcloth slightly
To dampen cloth:
 Take a clean white washcloth and unfold it completely

 With sink stopper engaged, fill sink with 1 inch of water
 Let water drain completely out of sink
 Use open clean white washcloth to dry sink
 Washcloth should be only slightly damp
 Fold washcloth into quarters
Ensure all the drapes/blackouts are opened and all lights are turned on

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To complete carpet test:
 Position yourself in a high traffic area away from the main entry
 Place your back towards the window/sliding glass door
 Kneel and with medium pressure take 5 swipes 12 inches long in same area with a back and forth motion
 While kneeling, hold washcloth at arm's length to evaluate washcloth
It is acceptable for carpet dyes/colors transfer on washcloth if it is the only item clearly visible (e.g. dirt is not present)
You must use a separate clean, white, dry washcloth for each room/suite
Check underneath the beds (if applicable)
Check carpet, carpet base, floor and transition strip
 Any cleanliness issues

 Clearly visible dirt is noted on the wash cloth that is the equivalent of a 5 o'clock shadow or darker
CABBD019
180 Bedroom Condition - Flooring/Carpet 16 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Check carpet, carpet base, floor and transition strips
Mark NO if any conditional issues are noted
CABBD020
181 Bedroom Cleanliness - Closet Area/Ironing 2 Bedroom Cleanliness: Compliant Minor Major N/A
Board/Iron/Safe pts #1 Guestroom
CABBD021
182 Bedroom Condition - Closet Area/Ironing 2 Bedroom Condition: Compliant Minor Major N/A
CABBD022
183 Bedroom Cleanliness - Coffee Set Up/Ice 4 Bedroom Cleanliness: Compliant Minor Major N/A
Bucket/Trays/Accessories/Refrigerator/ pts #1 Guestroom
Microwave/Mini Bar/Wet Bar
Check the following items:
 Coffee in decanter
 Grounds or packet in filter basket
 Packets open or used
 Ice buildup in refrigerator
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 Leftover food and beverages
 Refrigerator or Microwave unit not plugged in
CABBD023
184 Bedroom Condition - Coffee Set Up/Ice 4 Bedroom Condition: Compliant Minor Major N/A
 Electrical cord has exposed wiring or frayed

 Refrigerator or microwave unit not functioning
 Other condition issues
CABBD024
185 Bedroom Cleanliness - Case Goods - 4 Bedroom Cleanliness: Compliant Minor Major N/A
Dresser/Nightstands/End Coffee Tables pts #1 Guestroom
If an occupied room, do not open anything
Check interior and exterior of armoire cabinets, credenza, dining table, drawers, dressers, night stands and tables
CABBD025
186 Bedroom Condition - Case Goods - 4 Bedroom Condition: Compliant Minor Major N/A
Check interior and exterior of armoire, cabinets, credenza, dining table, drawers, dressers, night stands and tables
 Conditional issues
 Drawers/cabinets do not operate easily
CABBD026
187 Bedroom Cleanliness - Telephone/Clock/Audio 4 Bedroom Cleanliness: Compliant Minor Major N/A
Equipment/Television(s)/Remote Control/Collateral pts #1 Guestroom
Check alarm clock, clock radio, battery back-up, note pads and pens, television and all collateral
CABBD027
188 Bedroom Condition - Telephone/Clock/Audio 4 Bedroom Condition: Compliant Minor Major N/A

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CABBD028
189 Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s) 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Mark N/A if item(s) are not in place
Check the interior and exterior of all trash cans by removing any liners (kitchen, other)
CABBD029
190 Bedroom Condition - Desk/Desk Chair/Trashcan(s) 4 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Mark N/A/ if item(s) are not in place
CABBD030
191 Bedroom Cleanliness - Upholstered Furniture 4 Bedroom Cleanliness: Compliant Minor Major N/A
(Chairs/Ottoman/Sofa) pts #1 Guestroom
Open the sofa bed and check the mattress, hinges and frame
Check bench, breakfast bar chairs, chairs, ottomans, sofas, stools and upholstered chairs
CABBD031
192 Bedroom Condition - Upholstered Furniture 4 Bedroom Condition: Compliant Minor Major N/A
CABBD032

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193 Bedroom Cleanliness - Lamps/Lighting 4 pts Bedroom #1 Cleanliness: Compliant Minor Major N/A
Guestroom
Mark NO if any of the following have dust build-up:
 Light bulbs
 Shade harp
 Shade
 Light fixture
CABBD033
194 Bedroom Condition - Lamps/Lighting 16 Bedroom #1 Condition: Compliant Minor Major N/A
pts Guestroom
Check all bulbs, cords, light covers, lighting fixtures and shades
 Bulbs not uniform in brightness or color

 Condition issues
 Electrical cord wiring exposed or frayed
 Lighting not functional or plugged in
 Lighting not secured to wall
 Low level lighting not functioning
CABBD034
195 Bedroom Cleanliness - Windows/Window 4 pts Bedroom #1 Cleanliness: Compliant Minor Major N/A
Treatments Guestroom
Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, sliding door, tracks, treatments,
valances, wands/batons and windows
CABBD035
196 Bedroom Condition - Windows/Window 4 pts Bedroom #1 Condition: Compliant Minor Major N/A
Treatments Guestroom
Check that all windows are locked and secondary locking devices/security bars are engaged
Check blackouts, drapes, frames, hardware, hooks, rods, screens, security bars, sheers, sills, treatments, valances, wands/batons
and windows
 Broken safety stop, latch or security bar

 Discoloration, fading, worn areas (pulling) or wrinkles
 Hooks missing or not attached
 Secondary locking devices/security bars not engaged
 Treatments not securely attached or open/close easily
 Treatments not flush to walls, not fully cover windows or dragging on the ground
 Wands, rods or pull cords missing
 Window/slider/door did not open easily or was unlocked

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 Other condition issues are noted
CABBD036

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197 Bedroom Cleanliness - HVAC/Ventilation 16 pts Bedroom #1 Cleanliness: Compliant Minor Major N/A
Guestroom
In rooms with multiple PTAC/HVAC units, select (1) PTAC/HVAC unit to evaluate
Check controls, control cover, filter, sides, top and vents
CABBD037
198 Bedroom Condition - HVAC/Ventilation 4 pts Bedroom #1 Condition: Compliant Minor Major N/A
Guestroom
Turn on the PTAC or adjust the HVAC unit thermostat and check that the following settings are operational and quiet:
 Low and high heat

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

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

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

CABBD038
199 Bedroom Cleanliness - Balcony/Patio Furniture/Area 2 pts Bedroom #1 Cleanliness: Compliant Minor Major N/A
Guestroom
Mark N/A if the guest room/suite does not have a balcony/patio
Check balcony, ceiling, furniture, lights, patio, railings and walls
CABBD039

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200 Bedroom Condition - Balcony/Patio Furniture/Area 2 Bedroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
CABBD040
201 Bedroom Cleanliness - Headboard/Bed 16 Bedroom Cleanliness: Compliant Minor Major N/A
Frame/Mattress/Box spring pts #1 Guestroom
Check bed frames, box spring covers, mattress/box springs and mattress
 Cleanliness issues
 Any hair
 Debris/items found under or between mattress and box spring
 Excessive feathers
CABBD041
202 Bedroom Condition - Headboard/Bed 16 Bedroom Condition: Compliant Minor Major N/A
 Dingy, gray, loose threads or fading
CABBD042
Bedding/Linens/Pillows/Shams/Coverlets/Free of pts #1 Guestroom
Wrinkles
While evaluating the bed for cleanliness and condition items, also evaluate for wrinkles
NOTE: If occupied room, check without having bed changed that day, wrinkles are acceptable
To check pillows:
 Check all sides of all pillow cases

 Remove all pillow cases and check all pillow covers
 Remove all pillow covers and check pillows
To check bedding:
 Check both sides of all bedding, piece by piece, including mattress pad
 Check top of mattress and lift mattress to see top of box springs
 Verify no debris/item is present

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Check bed skirts, blankets, comforters, decorative pillow cases, decorative top cover sheets, duvets, pillows, pillow cases and
sheets
Mark NO if cleanliness issues are noted or wrinkles are present
CABBD043
Bedding/Linens/Pillows/Shams/Coverlets pts #1 Guestroom
sheets
CABBD047
205 Room/Suite is free of pests 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check the entire room/suite for pests
Mark NO if any live or dead pests present
CABBD044

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Bathroom #1
Category:
Address
206 Branded bath amenities meets standard 2 Bathroom Product Yes No N/A
pts #1 Standards:
Guestroom
The following product lines must be used:
 THANN Aromatic Wood amenities (AP, CALA, CAN, US)

o It is acceptable for hotels located in Brazil, Chile, Venezuela and India to utilize any product line
 Acca Kappa Green Mandarin amenities (EU, MEA)
o It is acceptable for hotels located in United Kingdom, Egypt, Jordan and the Kingdom of Saudi Arabia to utilize
any product line
Guestroom amenities must minimally include:
 Shampoo - 30 ml
 Conditioner - 30 ml
 Shower gel - 37 ml
 Lotion - 22 ml
 Soap
o Oval soap bar in rectangular carton - 23 g (EU, MEA)
o Tear-Drop soap in pyramid box - 37 g (AP, CALA, CAN, US)
o Bath size soap (Egypt only)
o Bar of soap is required in Brazil, Chile, Venezuela, Jordan, United Kingdom or the Kingdom of Saudi Arabia
 Hand wash - 15 ml (AP)
It is acceptable for any size amenities to be used in Brazil, Chile, Venezuela, United Kingdom, Egypt, Jordan, or the Kingdom of
Saudi Arabia
It is acceptable for suites, concierge/executive level rooms and VIP rooms to provide L'Occitane product line (EU)
CALA, CAN, EU, MEA, US
In addition, Concierge/Suite/Executive/Club/VIP rooms must minimally have:
 Hand wash - 15 ml
AP
In addition, Suites/VIP rooms must minimally have:
 Shampoo - 50 ml
 Body lotion - 40 ml
It is not acceptable to mix product lines in guestrooms

75
Category:
Address
BTH504
207 Bathroom amenities meets standard 2 Bathroom Product Yes No N/A
pts #1 Standards:
Guestroom
Standard room amenities must minimally include:
AP
 Dental kit
 Shaving kit
 Shower cap
 Shoe mitt
 Mouthwash
 Hair tie
 Cotton swabs
 Cotton balls
 Sanitary bag
EU, MEA
 Presentation tray (MEA)

 Soap dish
 Shower cap
ALL CONTINENTS
 Wastebasket
 Hairdryer, 1500 watts
o It is acceptable if hairdryers in Japan are 1200 watts
 Bath tissue
 Tissue box cover
 Facial tissue (must be Kleenex)
o It is acceptable for hotels located in Turkey to have any brand of facial tissue
AP
In addition, Concierge/Executive/Club rooms must minimally have:
 Emory board
 Sewing kit
EU, MEA

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Category:
Address
 Cotton balls
 Cotton swabs
BTH505
208 Shower meets standard 4 Bathroom Product Yes No N/A
pts #1 Standards:
Guestroom
 Guest bathrooms with glass dividers/stalls installed or where structurally prohibitive

 Curved shower rod is not installed due to conditions noted below
Curved shower rod must be installed in all guest room/suite bathrooms
It is acceptable not to install under the following conditions:
 Less than 4 inches (10.16 cm) in height clearance above door to ceiling
 Ceiling height too low such that mounting of a curved shower rod would prevent door from opening to full extent
 6 feet (1.83 m) or greater distance from wall-to-wall (width long-side of bathtub where shower rod would be attached)
 Bathroom has a shower stall
BTH502
209 Bath terry meets standards 4 Bathroom Product Yes No N/A
pts #1 Standards:
Guestroom
Bath terry must minimally be/include:
 White
 (1) Bath mat
 Bath towels
o (2) in room with (1) bed
o (3) in room with (2) beds
 Hand towels
 Washcloths
BTH503

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210 Bathroom Cleanliness - 4 pts Bathroom #1 Cleanliness: Compliant Minor Major N/A
Doors/Walls/Baseboards Guestroom
Check baseboards (cove base), chair rails, corner guards, crown molding, doors, door frames, door knobs, door stops, hardware,
hinges, outlet cover, robe hook, switch plates, walls
CABBTH003
211 Bathroom Condition - 4 pts Bathroom #1 Condition: Compliant Minor Major N/A
If a locking device is present, from the inside of the bathroom:
 Close and latch bathroom door

 While door is closed, engage lock
 Attempt to have bathroom door opened from guest room/suite side
hinges, outlet cover, robe hook, switch plates and walls
Mark NO if any conditional items are noted
CABBTH004
212 Bathroom Cleanliness - Ceiling 4 pts Bathroom #1 Cleanliness: Compliant Minor Major N/A
Guestroom
 Strands of hair stuck to the ceiling

CABBTH005
213 Bathroom Condition - Ceiling 4 pts Bathroom #1 Condition: Compliant Minor Major N/A
Guestroom
 Water damage
 Unprofessional patch repair
CABBTH006
214 Bathroom Cleanliness - Floor 16 Bathroom #1 Cleanliness: Compliant Minor Major N/A
pts Guestroom
Check base, corners, edges, floor, grout, threshold and transition strip
CABBTH007

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215 Bathroom Condition - Floor 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
CABBTH008
216 Bathroom Cleanliness - 16 Bathroom Cleanliness: Compliant Minor Major N/A
Sink/Counter/Shelves/Faucets pts #1 Guestroom
Check drain, escutcheons, faucets, grab bars, handles, over flow cover, sink drain/stopper and draining/stopper in the vanity area
CABBTH009
217 Bathroom Condition - Sink/Counter/Shelves/Faucets 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
CABBTH010
218 Bathroom Cleanliness - Mirrors/Lighting/Light 16 Bathroom Cleanliness: Compliant Minor Major N/A
Fixtures pts #1 Guestroom
CABBTH011
219 Bathroom Condition - Mirrors/Lighting/Light 16 Bathroom Condition: Compliant Minor Major N/A
CABBTH012
220 Bathroom Cleanliness - Vents/Exhaust Fans 4 pts Bathroom Cleanliness: Compliant Minor Major N/A
#1 Guestroom
Check fans, heat light, vents and exhaust fans
CABBTH013
221 Bathroom Condition - Vents/Exhaust Fans 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
 Items not functioning
CABBTH014

79
222 Bathroom Cleanliness - Toilet 16 Bathroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check bidet, hygiene faucet, screw caps, caulking, hinges, lid, seat, tank, toilet bowl and base
CABBTH015
223 Bathroom Condition - Toilet 4 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom
Mark NO if any of the following issues:
 Seat will not stay in up position

 Toilet or bidet does not flush, re-fill or water runs
CABBTH016
224 Bathroom Cleanliness - Fixtures (Towel 4 Bathroom Cleanliness: Compliant Minor Major N/A
Bars/Hairdryers/Amenity Tray/Waste Can/Tissue pts #1 Guestroom
Holder/Toilet Tissue Holder)
Check towel bars/hooks, hair dryer, amenity tray and it's components (soap, soap dish and waste can), tissue holder, toilet tissue
holder
CABBTH017
225 Bathroom Condition - Fixtures (Towel 16 Bathroom Condition: Compliant Minor Major N/A
holder
CABBTH018
226 Bathroom Cleanliness - Linens/Terry 16 Bathroom Cleanliness: Compliant Minor Major N/A
pts #1 Guestroom
Check all of the terry in the bathroom and completely unfold (1) set
CABBTH019
227 Bathroom Condition - Linens/Terry 16 Bathroom Condition: Compliant Minor Major N/A
pts #1 Guestroom

80
 Terry is worn and rough to the touch
 Terry has holes or stains
 Terry has condition issues
CABBTH020
228 Bathroom Cleanliness - Shower Curtain/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Doors/Shower Rod pts #1 Guestroom
Rub the inside of the shower curtain and/or liner together to check for buildup
Shower liner must be dry
Check hooks, liner, shower curtain, shower doors and shower rod
CABBTH021
229 Bathroom Condition - Shower Curtain/Shower 16 Bathroom Condition: Compliant Minor Major N/A
CABBTH022
230 Bathroom Cleanliness - Bathtub/Shower 16 Bathroom Cleanliness: Compliant Minor Major N/A
Enclosures/Plumbing Fixtures pts #1 Guestroom
Rub your hand:
 On the bathtub bottom to check for dirt build-up

 On and under the soap dishes to check for soap residue
 On the shower walls/surround to check for soap residue
Check bathtub, caulking, grout, shower walls/surround, soap dishes, plumbing fixtures and shower head
CABBTH023
231 Bathroom Condition - Bathtub/Shower 16 Bathroom Condition: Compliant Minor Major N/A
Do not mark NO if bathtub chips or scratches have been touched-up effectively
CABBTH024

81
Bedroom #2
Category:
Area to Address
#2
pts #2 Guestroom


CABFLS048
pts #2 Guestroom
 Deadbolt
 View port

o Release door

82
Category:
Area to Address

CABFLS049
pts #2 Standards:
Guestroom
US/CAN

 (1) Wooden Box
CALA

EU

 (2) Napkins
 (2) Coasters
AP, MEA

83
Category:
Area to Address

 (2) Mugs
BD516
pts #2 Standards:
Guestroom
US/CAN
 Coffee
 Condiments:
o (4) Sugar packets
o (2) Sweet 'N Low
o (2) Equal
o (2) Splenda
CALA
 Coffee
 Tea:
o (2) Herbal tea
 Condiments:
o (4) Sugar packets
o (2) Sweet 'N Low
o (2) Equal
o (2) Splenda

84
Category:
Area to Address
EU

 (4) Teavelopes
AP, MEA

BD517
pts #2 Standards:
Guestroom
 Be present
BD512
pts #2 Standards:
Guestroom

85
Category:
Area to Address
US/CAN
 Hangers:
o Match in color
 (1) Valet bag:
AP, CALA, EU, MEA
 Hangers:
o Match in color
BD501
pts #2 Standards:
Guestroom
 Iron
 Iron organizer
BD518

86
pts #2 Standards:
Guestroom

 (2) Coasters
o Branded coasters
 (2) Glasses
o Not wrapped
 (1) Tray

BD519
pts #2 Standards:
Guestroom

 (1) Bottle
BD520
pts #2 Standards:
Guestroom

 US/CAN resorts

87
BD506
pts #2 Standards:
Guestroom
 Flat panel HDTV

 Screen size:
BD508
pts #2 Standards:
Guestroom

CALA, EU, MEA)
BD503
pts #2 Standards:
Guestroom
Required items:

 (1) Magazine
BD521-i
88
pts #2 Standards:
Guestroom
Required items:
CALA, CAN, US

AP, EU, MEA

BD522
pts #2 Standards:
Guestroom
 (1) Telephone

BD511
pts #2 Standards:
Guestroom
 King beds:
o (4) King size, or
 Queen beds:
89
 Double beds:
 Pillowcases

o Natural
 Euro
o Synthetic
BD515
Guestroom
BD523
pts #2 Guestroom

 Other odors
CABBD014

90
CABBD015
plates
CABBD016
pts #2 Guestroom
CABBD017
pts #2 Guestroom
CABBD018
pts #2 Guestroom
To dampen cloth:

91

CABBD019
pts #2 Guestroom
CABBD020
CABBD021
CABBD022

92
CABBD023

CABBD024
CABBD025
CABBD026
CABBD027
CABBD028
93
pts #2 Guestroom
CABBD029
pts #2 Guestroom
CABBD030
CABBD031
CABBD032
269 Bedroom Cleanliness - Lamps/Lighting 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
 Light bulbs
 Shade harp

94
 Shade
 Light fixture
CABBD033
270 Bedroom Condition - Lamps/Lighting 16 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom

CABBD034
271 Bedroom Cleanliness - Windows/Window Treatments 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
CABBD035
272 Bedroom Condition - Windows/Window Treatments 4 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom
and windows

CABBD036
273 Bedroom Cleanliness - HVAC/Ventilation 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom

95
CABBD037
274 Bedroom Condition - HVAC/Ventilation 4 Bedroom Condition: Compliant Minor Major N/A
pts #2 Guestroom

 Fan only



CABBD038
275 Bedroom Cleanliness - Balcony/Patio Furniture/Area 2 Bedroom Cleanliness: Compliant Minor Major N/A
pts #2 Guestroom
CABBD039
pts #2 Guestroom

96
CABBD040
 Any hair
CABBD041
CABBD042
Wrinkles
To check pillows:

To check bedding:
sheets
CABBD043

97
sheets
CABBD047
pts #2 Guestroom
CABBD044

98
Bathroom #2
Category:
Address
pts #2 Standards:
Guestroom

any product line
 Shampoo - 30 ml
 Lotion - 22 ml
 Soap
Saudi Arabia
AP
 Shampoo - 50 ml

99
Category:
Address
BTH504
pts #2 Standards:
Guestroom
AP
 Dental kit
 Shaving kit
 Shower cap
 Shoe mitt
 Mouthwash
 Hair tie
 Cotton swabs
 Cotton balls
 Sanitary bag
EU, MEA

 Soap dish
 Shower cap
ALL CONTINENTS
 Wastebasket
 Bath tissue
AP
 Emory board
 Sewing kit
EU, MEA

100
Category:
Address
 Cotton balls
 Cotton swabs
BTH505
pts #2 Standards:
Guestroom

BTH502
pts #2 Standards:
Guestroom
 White
 (1) Bath mat
 Bath towels
 Hand towels
 Washcloths
BTH503

101
CABBTH003

CABBTH004
Guestroom

CABBTH005
Guestroom
 Water damage
CABBTH006
pts Guestroom
CABBTH007

102
pts #2 Guestroom
CABBTH008
CABBTH009
pts #2 Guestroom
CABBTH010
CABBTH011
CABBTH012
#2 Guestroom
CABBTH013
pts #2 Guestroom
CABBTH014

103
pts #2 Guestroom
CABBTH015
pts #2 Guestroom

CABBTH016
holder
CABBTH017
holder
CABBTH018
pts #2 Guestroom
CABBTH019
pts #2 Guestroom

104
CABBTH020
CABBTH021
CABBTH022
Rub your hand:

CABBTH023
CABBTH024

105
Bedroom #3
Category:
Area to Address
#3
pts #3 Guestroom


CABFLS048
pts #3 Guestroom
 Deadbolt
 View port

o Release door

106
Category:
Area to Address

CABFLS049
pts #3 Standards:
Guestroom
US/CAN

 (1) Wooden Box
CALA

EU

 (2) Napkins
 (2) Coasters
AP, MEA

107
Category:
Area to Address

 (2) Mugs
BD516
pts #3 Standards:
Guestroom
US/CAN
 Coffee
 Condiments:
o (4) Sugar packets
o (2) Sweet 'N Low
o (2) Equal
o (2) Splenda
CALA
 Coffee
 Tea:
o (2) Herbal tea
 Condiments:
o (4) Sugar packets
o (2) Sweet 'N Low
o (2) Equal
o (2) Splenda

108
Category:
Area to Address
EU

 (4) Teavelopes
AP, MEA

BD517
pts #3 Standards:
Guestroom
 Be present
BD512
pts #3 Standards:
Guestroom

109
Category:
Area to Address
US/CAN
 Hangers:
o Match in color
 (1) Valet bag:
AP, CALA, EU, MEA
 Hangers:
o Match in color
BD501
pts #3 Standards:
Guestroom
 Iron
 Iron organizer
BD518

110
pts #3 Standards:
Guestroom

 (2) Coasters
o Branded coasters
 (2) Glasses
o Not wrapped
 (1) Tray

BD519
pts #3 Standards:
Guestroom

 (1) Bottle
BD520
pts #3 Standards:
Guestroom

 US/CAN resorts

111
BD506
pts #3 Standards:
Guestroom
 Flat panel HDTV

 Screen size:
BD508
pts #3 Standards:
Guestroom

CALA, EU, MEA)
BD503
pts #3 Standards:
Guestroom
Required items:

 (1) Magazine
BD521-i
112
pts #3 Standards:
Guestroom
Required items:
CALA, CAN, US

AP, EU, MEA

BD522
pts #3 Standards:
Guestroom
 (1) Telephone

BD511
pts #3 Standards:
Guestroom
 King beds:
o (4) King size, or
 Queen beds:
113
 Double beds:
 Pillowcases

o Natural
 Euro
o Synthetic
BD515
Guestroom
BD523
pts #3 Guestroom

 Other odors
CABBD014

114
CABBD015
plates
CABBD016
pts #3 Guestroom
CABBD017
pts #3 Guestroom
CABBD018
pts #3 Guestroom
To dampen cloth:

115

CABBD019
pts #3 Guestroom
CABBD020
CABBD021
CABBD022

116
CABBD023

CABBD024
CABBD025
CABBD026
CABBD027
CABBD028
117
pts #3 Guestroom
CABBD029
pts #3 Guestroom
CABBD030
CABBD031
CABBD032
345 Bedroom Cleanliness - Lamps/Lighting 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
 Light bulbs
 Shade harp

118
 Shade
 Light fixture
CABBD033
346 Bedroom Condition - Lamps/Lighting 16 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom

CABBD034
347 Bedroom Cleanliness - Windows/Window Treatments 4 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
CABBD035
348 Bedroom Condition - Windows/Window Treatments 4 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom
and windows

CABBD036
349 Bedroom Cleanliness - HVAC/Ventilation 16 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom

119
CABBD037
350 Bedroom Condition - HVAC/Ventilation 4 Bedroom Condition: Compliant Minor Major N/A
pts #3 Guestroom

 Fan only



CABBD038
351 Bedroom Cleanliness - Balcony/Patio Furniture/Area 2 Bedroom Cleanliness: Compliant Minor Major N/A
pts #3 Guestroom
CABBD039
pts #3 Guestroom

120
CABBD040
 Any hair
CABBD041
CABBD042
Wrinkles
To check pillows:

To check bedding:
sheets
CABBD043

121
sheets
CABBD047
pts #3 Guestroom
CABBD044

122
Bathroom #3
Category:
Address
pts #3 Standards:
Guestroom

any product line
 Shampoo - 30 ml
 Lotion - 22 ml
 Soap
Saudi Arabia
AP
 Shampoo - 50 ml

123
Category:
Address
BTH504
pts #3 Standards:
Guestroom
AP
 Dental kit
 Shaving kit
 Shower cap
 Shoe mitt
 Mouthwash
 Hair tie
 Cotton swabs
 Cotton balls
 Sanitary bag
EU, MEA

 Soap dish
 Shower cap
ALL CONTINENTS
 Wastebasket
 Bath tissue
AP
 Emory board
 Sewing kit
EU, MEA

124
Category:
Address
 Cotton balls
 Cotton swabs
BTH505
pts #3 Standards:
Guestroom

BTH502
pts #3 Standards:
Guestroom
 White
 (1) Bath mat
 Bath towels
 Hand towels
 Washcloths
BTH503

125
CABBTH003

CABBTH004
Guestroom

CABBTH005
Guestroom
 Water damage
CABBTH006
pts Guestroom
CABBTH007

126
pts #3 Guestroom
CABBTH008
CABBTH009
pts #3 Guestroom
CABBTH010
CABBTH011
CABBTH012
#3 Guestroom
CABBTH013
pts #3 Guestroom
CABBTH014

127
pts #3 Guestroom
CABBTH015
pts #3 Guestroom

CABBTH016
holder
CABBTH017
holder
CABBTH018
pts #3 Guestroom
CABBTH019
pts #3 Guestroom

128
CABBTH020
CABBTH021
CABBTH022
Rub your hand:

CABBTH023
CABBTH024

129
Lobby
Category:
Address
384 Boarding Pass Printing Meets Standard 4 Lobby Product Yes No N/A
pts Standards:
General
Facility
Mark N/A if the hotel is a non-branded property
US/CAN
Confirm that a dedicated personal computer (PC) and printer is available for boarding pass printing
AP, EU, MEA, CALA
Boarding pass printing service must be available and functional
LOB501
385 Business services meet standards 4 Lobby Product Yes No N/A
pts Standards:
General
Facility
Business Services must minimally provide:
 Computer access
 Printing services
It is acceptable for business services to be provided in a public area other than a dedicated business center (e.g. Front Desk,
Greatroom)
Business services must be accessible to all guests
LOB505
386 Main Entry/Vestibule Cleanliness - General 4 Lobby Cleanliness: Compliant Minor Major N/A
pts General
Facility
 Hotel does not have a main entry/vestibule area

 Main entry/vestibule area is under complete renovation and not available for guest use

130
Category:
Address
Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, kick
plates, lamp shades, lighting, odor, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents,
walls, wands/batons, windows, window frames, window sills and window treatments
Check artwork, benches, brochure racks, ceiling fans, chairs, decor items, fire extinguishers/cabinet, hardware, HVAC/PTAC
unit, intercoms, lamps, lamp shades, mirrors, planters, plants, sofas, tables, telephones, trash cans, trees and other items
CABLOB12
387 Main Entry/Vestibule Condition - General 4 Lobby Condition: Compliant Minor Major N/A
pts General
Facility
 Hotel does not have a main entry/vestibule area

 Main entry/vestibule area is under complete renovation and not available for guest use
plates, lamp shades, lighting, odor, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents,
walls, wands/batons, windows, window frames, window sills and window treatments
Check artwork, benches, brochure racks, ceiling fans, chairs, decor items, fire extinguishers/cabinet, hardware, HVAC/PTAC
unit, intercoms, lamps, lamp shades, mirrors, planters, plants, sofas, tables, test any guest-use lobby telephones, trash cans, trees
and other items
CABLOB13
388 Lobby Cleanliness - Floor 4 Lobby Cleanliness: Compliant Minor Major N/A
pts General
Facility
Mark N/A if the lobby is under complete renovation and not available for guest use
CABLOB14
389 Lobby Condition - Floor 4 Lobby Condition: Compliant Minor Major N/A
pts General
Facility

131
Category:
Address
CABLOB15
390 Lobby Cleanliness - 4 Lobby Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts General
Facility
plates, lamp shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
CABLOB16
391 Lobby Condition - 4 Lobby Condition: Compliant Minor Major N/A
Facility
Select one window and open to ensure operation
plates, lamp shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
wands/batons, windows, window functionality, window frames, window sills and window treatments
CABLOB17
392 Lobby Cleanliness - Furniture/Equipment (Luggage 4 Lobby Cleanliness: Compliant Minor Major N/A
Carts)/Décor Items pts General
Facility
extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lamp shades, mantle, mirrors, planters,
plants, shelves, sofas, tables, telephones, television/remote control, trash cans, trees, water feature, and other items
CABLOB18

132
393 Lobby Condition - Furniture/Equipment 4 Lobby Condition: Compliant Minor Major N/A
(Luggage Carts)/Décor Items pts General
Facility
Test HVAC/PTAC unit, fireplace, lighting and televisions (as applicable) to ensure operation
If fireplace is not on, have associate ignite fireplace to ensure operation (not applicable for wood burning fireplaces)
If local code prohibits the use of a fireplace, documentation must be provided to verify
extinguishers/cabinets, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lamp shades, mantle, mirrors, planters,
plants, shelves, sofas, tables, telephones, television/remote control, trash cans, trees, water feature, and other items
CABLOB19

133
Public Restrooms
Category:
Address
394 Public restroom supplies meet standard 4 Public Product Yes No N/A
pts Restrooms Standards:
General Facility
 All public restrooms are under complete renovation and not available for guest use
 Hotel does not have public restrooms
If multiple public restrooms present, select (1) to evaluate
Public restrooms must minimally provide:
 Hand soap
 Bathroom tissue
 Facial tissue
 Single use paper hand towels
o It is acceptable for an air hand dryer to be in place in addition to hand towels
 Wastebasket
It is not acceptable if the following items are present:
 Bar soap
 Jumbo roll towel (JRT) systems (for toilet tissue or hand towel dispensing)
PR501
395 Public Restrooms Cleanliness - Floor 4 Public Cleanliness: Compliant Minor Major N/A
pts Restrooms General Facility
CABPR002
396 Public Restrooms Condition - Floor 4 Public Condition: Compliant Minor Major N/A
134
Category:
Address
CABPR003
397 Public Restrooms Cleanliness - 4 Public Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Partitions pts Restrooms General Facility
plate, lighting, odor, outlet covers, partitions, pillars, shelves, screens, signage, sprinkler heads, switch plates, vents, walls,
CABPR004
398 Public Restrooms Condition - 4 Public Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Partitions pts Restrooms General Facility
CABPR005
399 Public Restrooms Cleanliness - Toilets/Urinals 4 Public Cleanliness: Compliant Minor Major N/A
135
Category:
Address
Check all toilets and urinals
CABPR006
400 Public Restrooms Condition - Toilets/Urinals 4 Public Condition: Compliant Minor Major N/A
Flush toilets and urinals
Check all toilets and urinals
CABPR007
401 Public Restrooms Cleanliness - Sinks/Vanity/Mirrors 16 Public Cleanliness: Compliant Minor Major N/A
Check the sinks, vanity and mirror
CABPR008
402 Public Restrooms Condition - Sinks/Vanity/Mirrors 16 Public Condition: Compliant Minor Major N/A

136
Category:
Address
Test the water flow at the sinks
Check the sinks, vanity and mirror
CABPR009
403 Public Restrooms Cleanliness - 4 Public Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Restrooms General Facility
Check air dryer, artwork, benches, cabinets, ceiling fans, decor items, dispensers, fire extinguishers/cabinet, furniture, grab bars,
hand towels, hand soap, hardware, HVAC/PTAC, lighting, plants, planters, seat covers, shelves, trash can and toilet tissue
CABPR010
404 Public Restrooms Condition - 4 Public Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Restrooms General Facility
Check air dryer, artwork, benches, cabinets, ceiling fans, decor items, dispensers, fire extinguishers/cabinet, furniture, grab bars,
hand towels, hand soap, hardware, HVAC/PTAC, lighting, plants, planters, seat covers, shelves, trash can, toilet tissue and trees
CABPR011

137
Elevator
Category:
Area to Address
405 Elevators Cleanliness - General 16 Elevator Cleanliness: Compliant Minor Major N/A
pts General Facility
 All elevators are under complete renovation and not available for guest use
 Hotel does not have an elevator
If multiple elevators present, select (1) to evaluate
Check area rugs, carpet, floor, grout, marble, mats, thresholds, tile, tracks, transition strips and vinyl
Check base, ceiling, chair rail, corner guard, crown molding, doors, door frames, hardware, lighting, odor, outlet covers, signage,
sprinkler heads, stainless steel, vents, walls, wands/batons, windows, window frames, window sills and window treatments
Check artwork, benches, ceiling fans, controls, decor items, exhaust fans, fire extinguishers/cabinet, hardware, lighting, mirror
and telephone/intercom
CABE001
406 Elevators Condition - General 16 Elevator Condition: Compliant Minor Major N/A
 All elevators are under complete renovation and not available for guest use
 Hotel does not have an elevator
If multiple elevators present, select (1) to evaluate
Check area rugs, carpet, floor, grout, marble, mats, thresholds, tile, tracks, transition strips and vinyl
Check base, ceiling, chair rail, corner guard, crown molding, doors, door frames, hardware, lighting, outlet covers, signage,
sprinkler heads, stainless steel, vents, walls, wands/batons, windows, window frames, window sills and window treatments
Ride the elevator to check the lights and tones.
Check artwork, benches, ceiling fans, controls, decor items, exhaust fans, fire extinguishers/cabinet, hardware, lighting, mirror
and telephone/intercom
CABE002

138
Corridors
Category:
Address
407 Guest hallway/stairwell signage is professional, well 2 Corridors Product Yes No N/A
maintained, and in good condition pts Standards:
General
Facility
The property signage in the guest corridors and stairwells must be:
 Professional
 Well maintained
 In good condition
C501
408 Corridors/Stairways Cleanliness - Floor 16 Corridors Cleanliness: Compliant Minor Major N/A
pts General
Facility
 All corridors and stairways are under complete renovation and not available for guest use
 Hotel does not have interior corridors and stairways
Check portions of the guest corridors, stairways and vending areas as you walk the hotel
Check area rugs, carpet, floor, grout, landings, marble, mats, nose guard/toe kicks, steps/stairs, thresholds, tile, transition strips
and vinyl
CABC001
409 Corridors/Stairways Condition - Floor 16 Corridors Condition: Compliant Minor Major N/A
pts General
Facility
and vinyl
CABC002

139
410 Corridors/Stairways Cleanliness - 16 Corridors Cleanliness: Compliant Minor Major N/A
Facility
shades, lighting, odor, outlet cover, pillars, railings, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
CABC003
411 Corridors/Stairways Condition - 16 Corridors Condition: Compliant Minor Major N/A
Facility
shades, lighting, outlet cover, pillars, railings, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
CABC004
412 Corridors/Stairways Cleanliness - 4 Corridors Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts General
Facility
Check artwork, benches, brochure racks, cabinets, ceiling fans, chairs, counters, decor items, drawers, fire extinguishers/cabinet,
hardware, HVAC/PTAC unit, lamps, lamp shades, mirrors, planters, plants, sofas, tables, telephones, trash cans, trees and other

140
items
CABC005
413 Corridors/Stairways Condition - 4 Corridors Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts General
Facility
extinguishers/cabinet, hardware, HVAC/PTAC unit, lamps, lamp shades, mirrors, planters, plants, sofas, tables, telephones,
television/remote control, trash cans, trees and other items
CABC006

141
Fitness Center
Category:
Address
414 Fitness Center meets minimum hours of operation 16 Fitness Product Yes No N/A
pts Center Standards:
General
Facility
 Facility is leased and not operated by hotel
 Facility is outside/adjacent to hotel
 Hotel does not have a fitness center
Fitness center must be accessible 24 hours a day, 7 days a week
 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
AP, CALA, EU, MEA
 It is acceptable for hours of operations to be 6:00 am -11:00 pm for hotels where the fitness center is adjacent to
guestrooms
FC502
415 Fitness Center amenities meet standard 16 Fitness Product Yes No N/A
General
Facility
 Hotel does not have a fitness center
Fitness center amenities must minimally include:
 Anti-bacterial wipes
 Clock
 Newspapers/magazines
 Towels
 Water: Fountain/cooler or bottled water
 Whole seasonal fruit (complimentary during peak times)
 Soiled towel disposal
 Wall-mounted telephone

142
Category:
Address
FC513
416 Fitness Center square footage meets standard 16 Fitness Product Yes No N/A
General
Facility
 Hotel does not have a Fitness Center
Ask for the following information:
 Is the hotel a new build or a conversion from another brand?

 What year did the hotel open as a Marriott Hotel?
 What is the total number of hotel guestrooms?
Square footage for NEW BUILD hotels opened BEFORE January 2007 and ANY CONVERSION (regardless of year) and must
minimally include:
 Under 201 rooms: 400 sq. ft/37.16 sq. m

 201 - 325 rooms: 600 sq. ft/55.74 sq. m
 Over 325 rooms: 800 sq. ft/74.32 sq. m
Square footage for NEW BUILD hotels opened AFTER January 2007 must minimally include:
 Under 201 rooms: 700 sq. ft/65.03 sq. m

 201 - 325 rooms: 900 sq. ft/83.61 sq. m
 326 - 500 rooms: 1300 sq. ft/120.77 sq. m
 Over 500 rooms: Over 1300 sq. ft/120.77 sq. m
FC514
417 Fitness Center cardio equipment meets standard 16 Fitness Product Yes No N/A
General
Facility

143
Category:
Address
Ask for the following information:
 Is the hotel a new build or a conversion from another brand?

 What year did the hotel open as a Marriott Hotel?
 What is the total number of hotel guestrooms?
Cardio equipment for NEW BUILD hotels opened BEFORE January 2007 and ANY CONVERSION (regardless of year) and
must minimally include:
 Under 201 rooms: (3) treadmills, (2) ellipticals, (1) recumbent bike
 201-325 rooms: (3) treadmills, (3) ellipticals, (1) recumbent bike, (1) upright bike
 Over 325 rooms: (4) treadmills, (3) ellipticals, (1) recumbent bike, (1) upright bike
Cardio equipment for NEW BUILD hotels opened AFTER January 2007 must minimally include:
 Under 201 rooms: (3) treadmills, (3) ellipticals, (1) recumbent bike, (1) upright bike
 201-325 rooms: (5) treadmills, (3) ellipticals, (1) recumbent bike, (1) upright bike
 326-500 rooms: (6) treadmills, (5) ellipticals, plus
o CALA, CAN, US: (2) recumbent bike, (1) upright bike
o EU, MEA & AP: (1) recumbent bike, (2) upright bike
 Over 500 rooms: (6) treadmills, (5) ellipticals, plus
o CALA, CAN, US: (2) recumbent bike, (1) upright bike
o EU, MEA, AP: (1) recumbent bike, (2) upright bike
o (1) additional piece of cardio equipment for every additional 100 rooms
Mark NO if the minimum number of equipment not met
FC505
418 Fitness Center provides flat panel television and upbeat, 16 Fitness Product Yes No N/A
energetic music pts Center Standards:
General
Facility
The playing of music is NOT required in Saudi Arabia and Kuwait
The following must be in place:
 Upbeat, energetic music

 (1) Flat panel television (e.g. LED, LCD, plasma)
o Screen size: minimum 42 inches (106.7 cm)

144
Category:
Address
FC504
419 Fitness Center/Exercise Room Cleanliness - Floor 4 Fitness Cleanliness: Compliant Minor Major N/A
pts Center General
Facility
 Fitness center/exercise room is under complete renovation and not available for guest use
 Hotel does not have a fitness center/exercise room on premises
If multiple fitness centers/exercise rooms present, select (1) to evaluate
Check all that apply to the hotel's Fitness Center/Exercise Room, select (1) of each:
 Exercise/Equipment space
 Restroom/locker rooms (1 male and 1 female)
 Sauna or steam room
Check area rugs, carpet, coping, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl
CABFC003
420 Fitness Center/Exercise Room Condition - Floor 4 Fitness Condition: Compliant Minor Major N/A
pts Center General
Facility
 Hotel does not have a fitness center/exercise Room
Check all that apply to the hotel's fitness center/exercise room, select (1) of each:
 Exercise/equipment space
Check area rugs, carpet, coping, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

145
Category:
Address
CABFC004
421 Fitness Center/Exercise Room Cleanliness - 4 Fitness Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts Center General
Facility
 Hotel does not have a fitness center/exercise room
HVAC/PTAC, kick plate, lamp shades, lighting, odor, outlet cover, partition(s), pillars, screens, shelves, signage, sprinkler heads,
switch plates, vents, walls, wands/batons, windows, window frames, window sills and window treatments
CABFC005
422 Fitness Center/Exercise Room Condition - 4 Fitness Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments pts Center General
Facility
Check base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons, hardware, ,
HVAC/PTAC, lamp shades, lighting, odor, outlet cover, partition(s), pillars, screens, shelves, signage, sprinkler heads, switch

146
Category:
Address
plates, vents, walls, wands/batons, windows, window functionality, window frames, window sills and window treatments
CABFC006
423 Fitness Center/Exercise Room Cleanliness - 4 Fitness Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Center General
Facility
Check aerobic equipment, air dryer, artwork, benches, cabinets, ceiling fans, chairs, chrome, clock, counters, cups, cup dispenser,
decor items, drawers, fan, fire extinguishers/cabinets, hardware, HVAC/PTAC unit, lamps, lamp shades, lights, lounge chairs,
magazine/brochure racks, mats, mirrors, planters, plants, scale, shelves, shower, sink, sofas, tables, telephones, television/cardio
theatre, television remote control, toilet, towels, towel drop basket, towel holder, trash cans, trees, urinal, water cooler/fountain,
weight equipment and other items
CABFC007
424 Fitness Center/Exercise Room Condition - 16 Fitness Condition: Compliant Minor Major N/A
Furniture/Equipment/Décor Items pts Center General
Facility
 Hotel does not have a fitness center/exercise Room
Check all that apply to the hotel's fitness center/Exercise Room, select (1) of each:
 Exercise/Equipment space
147
Category:
Address
 Restroom/Locker rooms (1 male and 1 female)
Select and test a minimum of (5) pieces of exercise equipment (if less than 5, test all)
Test functionality of cardio theatre/television attached to selected equipment, if present
Cardio equipment out of order is not acceptable
Check to see if any aerobic equipment is marked out of order
Check aerobic equipment, air dryer, artwork, benches, cabinets, ceiling fans, chairs, chrome, clock, counters, cups, cup dispenser,
decor items, drawers, fan, fire extinguishers/cabinets, hardware, HVAC/PTAC unit, lamps, lamp shades, lights, lounge chairs,
magazine/brochure racks, mats, mirrors, planters, plants, scale, shelves, shower, sink, sofas, tables, telephones, television/cardio
theatre, television remote control, toilet, towels, towel drop basket, towel holder, trash cans, trees, urinal, water cooler/fountain,
weight equipment and other items
CABFC008

148
Pool
Category:
Area to Address
425 Is this a resort property? 0 Pool Cleanliness: Yes No
426 Pool Area Cleanliness - Floor/Deck 2 Pool Cleanliness: Compliant Minor Major N/A
 Hotel has no pool and whirlpool

 Outdoor pool and whirlpool are closed due to seasonality
 Pool and whirlpool are leased and not operated by hotel
 Pool and whirlpool are not located on Hotel's premises
 Pool and whirlpool are under complete renovation and not available for guest use
Select (1) pool and (1) whirlpool to evaluate if multiple pools or whirlpools present
Check all that apply to the hotel's pool/whirlpool area, select (1) of each:
 Pool
 Restroom/locker rooms
 Whirlpool
Check area rugs, carpet, coping, deck, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl
CABPOOL001
427 Pool Area Condition - Floor/Deck 2 Pool Condition: Compliant Minor Major N/A

 Pool and whirlpool are not located on hotel's premises
 Pool
 Whirlpool
Check area rugs, carpet, coping, deck, drains, floor, grout, marble, mats, steps/stairs, thresholds, tile, transition strips and vinyl

149
Category:
Area to Address
CABPOOL002
428 Pool Area Cleanliness - 2 Pool Cleanliness: Compliant Minor Major N/A
Walls/Fencing/Doors/Ceiling/Windows/Treatments pts General Facility

Check the odor as you enter the area (indoor pools/whirlpools only)
 Pool
 Whirlpool
Check access panels, base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons,
fence, gate, hardware, kick plates, lamp shades, lighting, odor, outlet cover, partitions, pillars, screens, shelves, signage, speakers,
sprinkler heads, switch plates, vents, walls, wands/batons, windows, window frames, window sills and window treatments
CABPOOL003
429 Pool Area Condition - 2 Pool Condition: Compliant Minor Major N/A
Walls/Fencing/Doors/Ceiling/Windows/Treatments pts General Facility

 Pool

150
Category:
Area to Address
 Whirlpool
Check access panels, base, blinds, ceiling, chair rails, corner guards, crown molding, doors, door frames, drapery, escutcheons,
fence, gate, hardware, kick plates, lamp shades, lighting, outlet cover, partitions, pillars, screens, shelves, signage, speakers,
sprinkler heads, switch plates, vents, walls, wands/batons, windows, window frames, window sills and window treatments
CABPOOL004
430 Pool Area Cleanliness - Furniture/Equipment/Décor 2 Pool Cleanliness: Compliant Minor Major N/A
Items pts General Facility

 Pool
 Restroom/Locker rooms
 Whirlpool
Check artwork, benches, cabinets, ceiling fans, chairs, clocks, counters, cup dispenser, decor items, drawers, fire
extinguishers/cabinet, hardware, lamps, lamp shades, lounge chairs, magazine/brochure rack, mats, mirrors, planters, plants,
shelves, sofas, strapping, tables, telephones, timer switch, towels, towel drop basket, towel holder, trash cans, trees, umbrellas and
other items
CABPOOL005
431 Pool Area Condition - Furniture/Equipment/Décor 2 Pool Condition: Compliant Minor Major N/A
Items pts General Facility


151
Category:
Area to Address
 Pool
 Restroom/Locker rooms
 Whirlpool
Check artwork, benches, cabinets, ceiling fans, chairs, clocks, counters, cup dispenser, decor items, drawers, fire
extinguishers/cabinet, hardware, lamps, lamp shades, lounge chairs, magazine/brochure rack, mats, mirrors, planters, plants,
shelves, sofas, strapping, tables, telephones, timer switch, towels, towel drop basket, towel holder, trash cans, trees, umbrellas and
other items
CABPOOL006
432 Pool/Whirlpool Cleanliness 4 Pool Cleanliness: Compliant Minor Major N/A

Check pool/spa interior, drains, grout, steps/stairs, tile and water clarity
CABPOOL007
433 Pool/Whirlpool Condition 4 Pool Condition: Compliant Minor Major N/A

Check pool/spa interior, drains, grout, lights, steps/stairs, tile and water clarity
CABPOOL008

152
Category:
Area to Address

153
Spa
Category:
Area to Address
434 Hotel has a Spa 0 Spa Product Yes No
pts Standards:
General Facility
435 Spa reception desk and staff certification meets 2 Spa Product Yes No N/A
standard pts Standards:
General Facility
 Hotel does not have a spa

 Spa is leased and not operated by hotel
 Spa is under complete renovation and not available for guest use
Spa services must minimally include:
 Ability to book future reservations

 Staffed reception desk
 Facility tours for each guest upon arrival
Ask associate/Ambassador for the following Spa services:
 Ability to book future reservations

 A facility tour upon arrival
CALA, CAN, EU, US
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
CAB4SPA001
436 Spa treatments meet standard 2 Spa Product Yes No N/A
pts Standards:
General Facility

Spa treatments must minimally include:

154
Category:
Area to Address
 Take home printed regimen given at completion of spa treatments
Three (3) distinct types of body massages, examples include:
 Swedish
 Aromatherapy
 Sports
 Deep tissue
 Dry massage
Three (3) types of distinct facials, examples include:
 Deep cleansing
 Antioxidant
 Organic
 Aromatherapy
One (1) type of body service, examples include:
 Body wraps
 Masks
 Body scrubs/polishes
 Hydrotherapy baths
Written skin care regime for at home care
Ask associate/Ambassador for a take home printed regimen given at completion of spa treatments
CAB4SPA002
437 Spa amenities meet standards 2 Spa Product Yes No N/A
pts Standards:
General Facility

Spa amenities must minimally include:
 Cold - soaked face towels outside steam room/sauna (if applicable)

 Light refreshments must minimally be available
 Towels, robes and slippers available
Ask associate for the following spa amenities:

155
Category:
Area to Address
 Towel, robe and slippers
CAB4SPA005
438 Spa amenities collateral meets standard 2 Spa Product Yes No N/A
pts Standards:
General Facility

Spa amenities must minimally include:
 Marriott cards (gift card/certificates) available

 Reading materials (e.g. magazines, newspapers)
CAB4SPA006
439 Spa hours of operation meet standard 2 Spa Product Yes No N/A
pts Standards:
General Facility

Spa hours of operation must minimally be:
 7 days a week
 10 hours of continuous operation
CAB4SPA007
440 Spa locker room amenities meet standards 4 Spa Product Yes No N/A
pts Standards:
General Facility


156
Category:
Area to Address
Spa locker room amenities must minimally include:
 Sterilized or packaged hair brushes/combs

 Bath/shower/body wash
 Conditioner
 Cotton swabs
 Hair dryer
 Lotion
 Razors
 Shaving cream
 Shampoo
Select (1) locker room and verify minimum amenities are present
Check locker room
Mark NO if any of above criteria is not met
CABSPA004
441 Spa/ Relaxation Room Cleanliness - Floor 4 Spa Cleanliness: Compliant Minor Major N/A
Mark N/A if any of the following

Check all that apply in the Spa/Relaxation Room:
 Reception/retail area
 Corridors
 Treatment rooms
 Relaxation rooms
Check area rugs, carpet, floor, grout, marble, mats, steps/stairs, thresholds, title, transition strips and vinyl
CABSPARR001
442 Spa/Relaxation Room Condition - Floor 4 Spa Condition: Compliant Minor Major N/A
Mark N/A any of the following:
 Hotel does not have a Spa


157
Category:
Area to Address
 Corridors
 Treatment rooms
Check area rugs, carpet, floor, group, marble, mats, steps/stairs, thresholds, title, transition strips and vinyl
CABSPARR002
443 Spa/Relaxation Room Cleanliness - 4 Spa Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Windows/Treatments pts General Facility

 Corridors
 Treatment rooms
Check the odor as you enter the areas
plate, lampshades, lighting, outlet covers, partitions, pillar, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
CABSPARR003
444 Spa/Relaxation Room Condition - 4 Spa Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Windows/Treatments pts General Facility

 Corridors
 Treatment rooms

158
Category:
Area to Address
plates, lampshades, lighting, outlet covers, partitions, pillar, screens, shelves, signage, sprinkler heads, switch plates, vents, walls,
CABSPARR004
445 Spa/Relaxation Room Cleanliness - 4 Spa Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Decor items pts General Facility

 Corridors
 Treatment rooms
extinguishers/cabinet, fireplace, fireplace screen, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, mirrors, planters,
plants, shelves, sofas, tables, telephones, television/remote control, trash cans, trees and other items
CABSPARR005
446 Spa/Relaxation Room Condition - 4 Spa Condition: Compliant Minor Major N/A
Furniture/Equipment/Decor items pts General Facility

 Corridors
 Treatment rooms

159
Category:
Area to Address
Test HVAC/PTAC units, lighting, telephones and televisions (as applicable) to ensure operation
extinguishers/cabinets, hardware, HVAC/PTAC unit, lamps, lampshades, mantle, mirrors, planters, plants, shelves, sofas, tables,
telephones, television/remote control, trash cans, trees and other items
Mark NO if any condition issues or items not functioning are noted
CABSPARR006

160
Spa - Locker Room
Category:
Area to Address
447 Spa Locker Room Restroom/Shower Facility 4 Spa - Cleanliness: Compliant Minor Major N/A
Cleanliness - Floor pts Locker General Facility
Room

 Hotel does not have locker rooms in spa
 Spa locker rooms are under complete renovation and not available for guest use
Check all that apply in the Spa Locker area:
 Restroom/shower facility
 Locker rooms (1 male and 1 female)
Check floor, grout, marble, mats, thresholds, tile, transition strips and vinyl
CABSPALR001
448 Spa Locker Room Restroom/Shower Facility 4 Spa - Condition: Compliant Minor Major N/A
Condition - Floor pts Locker General Facility
Room

CABSPALR002
449 Spa Locker Room Restroom/Shower Facility 4 Spa - Cleanliness: Compliant Minor Major N/A
Cleanliness - pts Locker General Facility
Walls/Doors/Ceiling/Windows/Treatments Room

161
Category:
Area to Address
CABSPALR003
450 Spa Locker Room Restroom/Shower Facility 4 Spa - Condition: Compliant Minor Major N/A
Condition - pts Locker General Facility
Walls/Doors/Ceiling/Windows/Treatments Room

CABSPALR004
451 Spa Locker Room Restroom/Shower Cleanliness - 4 Spa - Cleanliness: Compliant Minor Major N/A
Furniture/Equipment/Decor items pts Locker General Facility
Room


162
Category:
Area to Address
Check air dryer, artwork, benches, cabinets, ceiling fans, chrome, counters, decor items, dispensers, fire extinguishers/cabinet,
furniture, grab bars, hand towels, hand soap, hardware, HVAC/PTAC, lighting, mirror, plants, planters, seat covers, shelves,
showers, sink, toilet, toilet tissue, trash can, trees and urinal
CABSPALR005
452 Spa Locker Room Restroom/Shower Condition - 4 Spa - Condition: Compliant Minor Major N/A
Furniture/Equipment/Decor items pts Locker General Facility
Room

 Hotel does noted have a locker rooms in Spa
Test air dryer, HVAC/PTAC unit, latches, lighting and water to ensure operation
CABSPALR006

163
Meeting
Category:
Address
453 Pre-Function Cleanliness - Floor 4 Meeting Cleanliness: Compliant Minor Major N/A
pts General
Facility
 Hotel does not have pre-function area
 Pre-function areas are not accessible
and vinyl
MTG502
454 Pre-Function Condition - Floor 4 Meeting Condition: Compliant Minor Major N/A
pts General
Facility
and vinyl
MTG503
455 Pre-Function Cleanliness - 4 Meeting Cleanliness: Compliant Minor Major N/A
Walls/Doors/Ceiling/Windows/Treatments pts General
Facility
MTG504

164
Category:
Address
456 Pre-Function Condition - 4 Meeting Condition: Compliant Minor Major N/A
Walls/Doors/Ceiling/Windows/Treatments pts General
Facility
MTG505
457 Pre-Function Cleanliness - Furniture/Equipment/Décor 4 Meeting Cleanliness: Compliant Minor Major N/A
Items pts General
Facility
items
MTG506
458 Pre-Function Condition - Furniture/Equipment/Décor 4 Meeting Condition: Compliant Minor Major N/A
Items pts General
Facility
MTG507

165
459 Meeting Room Cleanliness - Floor 4 Meeting Cleanliness: Compliant Minor Major N/A
pts General
Facility
 All meeting rooms are under complete renovation and not available for guest use
 Hotel does not have meeting rooms
 All meeting rooms were occupied and not available
Check (1) meeting room
and vinyl
CABMTG003
460 Meeting Room Condition - Floor 4 Meeting Condition: Compliant Minor Major N/A
pts General
Facility
and vinyl
CABMTG004
461 Meeting Room Cleanliness - 4 Meeting Cleanliness: Compliant Minor Major N/A
Facility

166
CABMTG005
462 Meeting Room Condition - 4 Meeting Condition: Compliant Minor Major N/A
Facility
CABMTG006
463 Meeting Room Cleanliness - Furniture/Equipment/Décor 4 Meeting Cleanliness: Compliant Minor Major N/A
Items pts General
Facility
items
CABMTG007
464 Meeting Room Condition - Furniture/Equipment/Décor 4 Meeting Condition: Compliant Minor Major N/A
Items pts General
Facility

167
CABMTG008

168
Golf Shop
Category:
Area to Address
465 Hotel has a Marriott-managed golf club 0 Golf Product Yes No
pts Shop Standards:
General Facility
466 Audubon certification meets standard 4 Golf Product Yes No N/A
pts Shop Standards:
General Facility
 Hotel does not have a Marriott-managed golf club

 Golf shop is under complete renovation and not available for guest use
Audubon certification must minimally be:
 Certified Audubon Cooperative Sanctuary

 Framed
 Issued by Audubon International
 Posted
 Displayed in guest view
It is acceptable for certificate to be posted in area other than golf shop
CAB4GS001
467 The associate followed the 15/5 rule 16 Golf Service Yes No N/A
pts Shop Execution:
Guest Services

 Golf associate is not encountered
The associate must:

 Pause and engage when guests are present (JW)
CAB4GS012-g

169
468 The associate appeared well-groomed and 4 pts Golf Service Yes No N/A
professional, wearing a name tag Shop Execution:
Guest Services
The associate must be:
 Professional (e.g. clean, well-maintained, appropriately fitted)
 Wearing name tag (JW, MH)
o Name tag must contain first name (MH)
CAB4GS013-pi
469 Golf shop carries core retail products 16 Golf Product Yes No N/A
pts Shop Standards:
General Facility

 Golf club does not have a golf shop
 Golf shop is closed due to seasonality
For golf clubs with multiple golf shops, select the primary golf shop
It is acceptable if core products are split amongst multiple golf shops
Golf shops must minimally carry the following core products:
 Golf balls
 Golf clubs
 Golf gloves
 Men's and ladies golf shirts
 Men's and ladies headwear
Retail space and items must:
 Have price tags on all items

o It is acceptable if price sign is present for multiple like items (e.g. balls, hats, towels)
 Be organized
 Retail space must be free of recently delivered, or ready to be shipped, boxes/items
o It is acceptable if delivery/pick-up is in progress
 Frequently needed items are readily available with easy access (e.g. balls, gloves)
Visit the golf shop:
 Choose items to check for price tags

 Check the organization
 Verify required products are present

170
Verify frequently needed items are easily available
CAB4GS002
470 Golf shop registration counter and area meets 4 pts Golf Product Yes No N/A
standard Shop Standards:
General Facility

Golf shop registration counter and area must minimally be:
 Uncluttered first impression to our guests

o Free of clutter near POS's
Evaluate registration counter from guest(s) perspective
Mark NO if the counters and/or area cluttered
CAB4GS003
471 Tee time reservation in the golf shop meets standard 16 Golf Product Yes No N/A
(walk-in) pts Shop Standards:
General Facility

ALL CONTINENTS
Select (1) associate and ask associate to conduct a role play
Explain:
 You will be the guest/golfer and they will be the associate

 You will ask to make a tee time reservation and they need to respond
Conduct role play:
 Ask for tee time minimally 3 to 5 days in advance

 Associate must minimally:
o Greet guest with a warm welcome
o Ask "Are you staying here at the resort?"

171
o Ask for guest name
CALA, US
 Ask "Have you played here before?" and/or "Have you played at a Marriott Golf Club before?"
o Confirm/ask for email address
o If enrolled in Marriott Golf Links, welcome guest back (JW, MH, RC, RH)
o If not enrolled, ask, "Are you a Marriott Rewards member?" (JW, MH, RC, RH)
 In response to question "Are you a Marriott Rewards member?" (JW, MH, RC, RH)
o If yes, offer to enroll guest in Marriott Golf Links program
 Explain program benefit of earning Marriott Rewards points
o If no, offer collateral and direct guest to MarriottGolfLinks.com to register for Marriott Golf Links program
ALL CONTINENTS
If multiple courses, ask which course they would like to play
Ask for the number of players in the group
Ask if anyone in the group will be needing special assistance (e.g. Single Rider Vehicle for mobility impaired guest) (US only)
Ask for credit card/payment information
Confirm reservation day and time
Thank guest for reservation
Remind associate to cancel reservation at conclusion of role play
CAB4GS005
472 Golf shop cleanliness - floor 4 pts Golf Cleanliness: Compliant Minor Major N/A
Shop General Facility
 Hotel does not have a Marriott-managed shop

 Golf club is under complete renovation and not available for guest use
 Golf club closed due to seasonality
Select the primary golf shop to evaluate at golf clubs with multiple golf shops
CAB4GS006

172
473 Golf shop condition - floor 4 Golf Condition: Compliant Minor Major N/A
pts Shop General Facility
 Hotel does not have Marriott-managed golf club

CAB4GS007
474 Golf shop cleanliness - walls, doors, ceiling 4 Golf Cleanliness: Compliant Minor Major N/A
and windows/treatments pts Shop General Facility
 Hotel does not have a Marriott-managed golf shop

CAB4GS008
475 Golf shop condition - walls, doors, ceiling 4 Golf Condition: Compliant Minor Major N/A
and windows/treatments pts Shop General Facility


173
CAB4GS009
476 Golf shop cleanliness - furniture, equipment 4 Golf Cleanliness: Compliant Minor Major N/A
and decor items pts Shop General Facility

Check artwork, benches, cabinets, ceiling fans, chairs, counters, decor items, display racks/units, equipment, fire
extinguishers/cabinet, freezers, furniture, hardware, HVAC/PTAC, lighting, microwave, mirror, plants, planters, refrigerators,
shelves, sofas, tables, telephone, television/remote control, trash can and trees
CAB4GS010
477 Golf shop condition - furniture, equipment 4 Golf Condition: Compliant Minor Major N/A
and decor items pts Shop General Facility
 Hotel does not a have Marriot-managed golf club

Test HVAC/PTAC units, lighting, telephones and televisions (as applicable) to ensure operation
Check artwork, benches, cabinets, ceiling fans, chairs, counters, decor items, display racks/units, equipment, fire
extinguishers/cabinet, freezers, furniture, hardware, HVAC/PTAC, lighting, microwave, mirror, plants, planters, refrigerators,
shelves, sofas, tables, telephone, television/remote control, trash can and trees
CAB4GS011

174
Golf Locker Room
Category:
Area to Address
478 Golf locker room restroom/shower facility cleanliness 4 Golf Cleanliness: Compliant Minor Major N/A
- floor pts Locker General Facility
Room

 Golf club does not have a golf locker room
 Golf locker room is under complete renovation and not available for guest use
Select (1) to evaluate if multiple golf locker rooms present
CAB4GL001
479 Golf locker room restroom/shower facility condition - 4 Golf Condition: Compliant Minor Major N/A
floor pts Locker General Facility
Room

CAB4GL002
480 Golf locker room restroom/shower cleanliness - 4 Golf Cleanliness: Compliant Minor Major N/A
walls, doors, ceiling and windows/treatments pts Locker General Facility
Room


175
Category:
Area to Address
CAB4GL003
481 Golf locker room restroom/shower condition - walls, 4 Golf Condition: Compliant Minor Major N/A
doors, ceiling and windows/treatments pts Locker General Facility
Room

CAB4GL004
482 Golf locker room restroom/shower cleanliness - 4 Golf Cleanliness: Compliant Minor Major N/A
furniture, equipment and decor items pts Locker General Facility
Room

 Golf club does not have a locker room
CAB4GL005

176
483 Golf locker room restroom/shower condition 4 Golf Locker Condition: Compliant Minor Major N/A
- furniture, equipment and decor items pts Room General
Facility

CAB4GL006

177
Golf Cars
Category:
Area to Address
484 Golf car meets standard 16 Golf Product Yes No N/A
pts Cars Standards:
General Facility
 Hotel does not have a Marriott-Managed golf club

 Golf club does not have golf cars
 Golf course is closed due to adverse weather and not available for guest use during audit
Golf cars must minimally be/include:
 (1) Divot mix container(s), minimally 50% full

 Wheel covers
o It is acceptable if (1) wheel cover is a meter
 Sweater basket
 Manufacturer safety notice
 Golf car roof (CALA, US)
 Lightning notification sticker (CALA, US)
Golf car guest amenities must minimally include:
 Golf Club scorecard

 Golf tees in the tee holders
 Pencil with Golf Club name and eraser
Ask where staged golf cars are located
 Staged golf cars are ready to use

 Do not select golf cars loaded with golf bags or recently returned from play
Select (1) golf car from golf car staging area
 Do not select Single Rider Vehicle
CAB4GC001
485 Golf Car - Cleanliness 4 Golf Cleanliness: Compliant Minor Major N/A
pts Cars General Facility


178
Category:
Area to Address
Check bag well, body, cooler/thermos, dash cubbies, dashboard, divot mix container, exterior, floors, handles, interior, rain
cover, roof, seat, steering wheel, sweater basket, wheels/wheel covers and windshield
CAB4GC002
486 Golf Car - Condition 4 Golf Condition: Compliant Minor Major N/A
 Hotel does not have a Marriot-managed golf club

Evaluate only the following condition issues:
 Broken items (e.g. handle, golf bag strap, windshield clips, scorecard holder clip)
 Cracked windshield
 Flat tire(s)
 Major or excessive body damage (e.g. split fender, sharp edges, holes)
 Tear in seat or rain cover
Do not mark for normal use wear and tear
Check bag well, body, cooler/thermos, dash cubbies, dashboard, divot mix container, exterior, floors, handles, interior, rain
cover, roof, seat, steering wheel, sweater basket and wheels/wheel covers
CAB4GC003
487 Single Rider Vehicle meets standards (US) 16 Golf Product Yes No N/A
pts Cars Standards:
General Facility

 Golf club is associated with a Gaylord property
 Single Rider Vehicle is in use by a guest on the golf course
 Hotel is not required to meet Single Rider Vehicle standard

179
Category:
Area to Address
Single Rider Vehicle (SRV) must be available at all required golf clubs
Required golf clubs are:
 JW Camelback, AZ
 JW Desert Ridge, AZ
 JW Starr Pass, AZ
 JW Desert Springs, CA
 Manhattan Beach, CA
 Orlando World Center, FL
 RC Grande Lakes, FL
 The Rookery at Marco, FL
 Renaissance Vinoy, FL
 Stone Mountain, GA
 Lincolnshire, IL
 Griffin Gate, KY
 Cattails, TN
 Westfields Golf Club, VA
SRV must minimally be:
 One of the (2) approved models:

o Eagle SRV
o Solo Rider 3400
 Display manufacturer safety notice
 Staged in golf car area
SRV guest amenities must minimally include:
 Golf Club scorecard

 Pencil with Golf Club name and eraser
Ask where staged golf cars are located
 Staged golf cars are ready to use

 Do not select golf cars loaded with golf bags or recently returned from play
Select (1) SRV from golf car staging area
CAB4GC004
488 Single Rider Vehicle - cleanliness (US) 4 Golf Cleanliness: Compliant Minor Major N/A

180
Category:
Area to Address
 Cattails, TN
Check bag well, body, cooler/thermos, dash cubbies, dashboard, divot mix container, exterior, floors, handles, interior, seat,
steering wheel, sweater basket and wheels
CAB4GC005
489 Single Rider Vehicle - condition (US) 4 Golf Condition: Compliant Minor Major N/A

181
Category:
Area to Address
 Cattails, TN
Evaluate only the following condition issues:
 Broken items (e.g. handle, golf bag strap, scorecard holder clip)
 Flat tire(s)
 Major or excessive body damage (e.g. split fender, sharp edges, holes)
 Tear in seat
Do not mark for normal use wear and tear
Check bag well, body, cooler/thermos, dash cubbies, dashboard, divot mix container, exterior, floors, handles, interior, seat,
steering wheel, sweater basket and wheels
CAB4GC006

182
Golf Comfort Station
Category:
Area to Address
490 Golf course comfort station is present 4 Golf Product Yes No N/A
pts Comfort Standards:
Station General Facility

 Golf Club closed due to seasonality
Minimum of (1) permanent golf comfort station must be present
 Portable toilets are not acceptable
It is acceptable if golf comfort station is located on golf course or at practice facility
CAB4GCS001
491 Golf Course Comfort Station Cleanliness - Floor 4 Golf Cleanliness: Compliant Minor Major N/A
pts Comfort General Facility
Station

 Golf club does not have a golf comfort station
Select (1) golf comfort station to check at golf clubs with multiple golf comfort stations
CAB4GCS002
492 Golf Course Comfort Station Condition - Floor 4 Golf Condition: Compliant Minor Major N/A
pts Comfort General Facility
Station


183
Category:
Area to Address
CAB4GCS003
493 Golf Course Comfort Station Cleanliness - Walls, 4 Golf Cleanliness: Compliant Minor Major N/A
Doors, Ceiling and Windows/Treatments pts Comfort General Facility
Station

CAB4GCS004
494 Golf Course Comfort Station Condition - Walls, 4 Golf Condition: Compliant Minor Major N/A
Doors, Ceiling and Windows/Treatments pts Comfort General Facility
Station


184
Category:
Area to Address
CAB4GCS005
495 Golf Course Comfort Station Cleanliness - Furniture, 4 Golf Cleanliness: Compliant Minor Major N/A
Equipment and Decor pts Comfort General Facility
Station

CAB4GCS006
496 Golf Course Comfort Station Condition - Furniture, 4 Golf Condition: Compliant Minor Major N/A
Equipment and Decor pts Comfort General Facility
Station
 Hotel does not have Marriot-managed golf club

Mark NO if any condition issues are noted or items not functioning
CAB4GCS007

185
Golf Grounds
Category:
Area to Address
497 Practice facility meets standard 4 Golf Product Yes No N/A
pts Grounds Standards:
General Facility

 Golf club does not have a practice facility
 Practice facility is under complete renovation and not available for guest use
 Practice facility closed due to seasonality
 Only netted practice space is available
Select primary if multiple practice facilities present
Practice facility must minimally include:
 (8) Full swing stations

 Bag stand at each swing station
 Yardage board/plate indicating yardages to a minimum of 5 target greens/flags
 (1) Putting practice green
o It is acceptable if this is in an alternate location
 (1) Drinking water station and/or complimentary bottled water
Walk around practice tee facility
 If safe, walk length of practice tee

 If golfers present, conduct a visual check
CAB4GG001
498 Practice facility - Cleanliness/Condition 4 Golf Cleanliness: Compliant Minor Major N/A
pts Grounds General Facility

 Golf club does not have any practice facility (e.g. putting green, driving range, warm up nets)
Walk around practice tee facility
 If safe, walk length of practice tee

 If golfers present, conduct a visual check
Check bag stand, ball/club washer, flag/markers, hitting station dividers, practice tee, putting green, tee mats, trash can, warm up

186
Category:
Area to Address
nets and yardage board/plate
Mark NO if any cleanliness or condition issues are noted
CAB4GG002
499 Practice facility - Drinking water station meets 4 Golf Product Yes No N/A
standard pts Grounds Standards:
General Facility

 Only netted practice space available
Drinking water must minimally be available by any of the following:
 Water fountain - if water fountain is present, other standards do not apply

 Water cooler
 Bottled water - complimentary - if bottled water is present, other standards do not apply
Water cooler, if present, must minimally be/include:
 Approximately (2) feet or higher off the ground

 Placed in tamper-proof setting (e.g. locked enclosure)
 Single service cups provided and free from contamination
Select (1) drinking water station
CAB4GG003
500 Practice facility Cleanliness/Condition -Drinking 4 Golf Cleanliness: Compliant Minor Major N/A
water station pts Grounds General Facility

 No drinking water station at practice facility (e.g. putting green, driving range, warm up nets)
Select (1) drinking water station
Mark NO if any cleanliness or condition issues are noted

187
Category:
Area to Address
CAB4GG004

188
Back of House
Category:
Area to Address
501 Marriott Rewards Elite guest room/suite keys and key 4 Back of Product Standards: Yes No N/A
packets meet standards pts House General Facility
Hotel must use the Elite guest room/suite keys and key packets for all Marriott Rewards Elite guests
Elite keys and key packets must be in current Brand Voice
It is acceptable for map to be inserted in the key packet
Mark NO if the Elite guest key or key packet are not in use or not current specification
BOH502
502 Brand Identity logo's use with marketing materials meets 4 Back of Product Standards: Yes No N/A
standard pts House General Facility
Mark N/A if the Hotel is a Conference Centers, with the exception of:
 Provo Marriott Hotel & Conference Center (SLCVO)

 Trenton Marriott at Lafayette Yard (TTNMC)
 Westfields Marriott (IADWF)
Marketing communications materials may include:
 Brochures, business cards, directories, direct mail, in-room materials (ads, info), Marriott Rewards materials
(enrollment, marketing), note cards, on-property graphics, posters, rack cards, rate cards, signage, stationery, and web
site addresses
As you walk the hotel, check for:
Logos and marketing materials compliance with Marketing Communication Standards:
 No presence of non-Marriott lodging brand or management/ownership company collateral or materials (e.g. management
company directory, business cards with management company logo only, business cards with Marriott logo and
management company logo, brochures with Marriott logo and other non-Marriott hotel company logo)
 Brand logo must not appear with other non-Marriott lodging brands
 It is acceptable to have non-Marriott brand logos on vehicle
Check logos and materials
 Marriott brand logos shared with non-Marriott lodging brand logos

 Non-Marriott lodging brand presence in hotel
BOH5005-i
503 Hotel has the minimum required bandwidth for guestroom 0 Back of BSA Deductions: Yes No N/A
internet access pts House General Facility

189
Category:
Area to Address
 Hotel has provided documentation that an owner or management company change has occurred within the last 90 days
 Audit was performed before April 1, 2015
 Hotel opened within the last 90 days
 Hotel is part of the Marriott Executive Apartments
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 Brands Standards
 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 when Bandwidth Provider contract was signed (AP/EU)
Ask to see documentation of hotel’s bandwidth
Acceptable forms of documentation include:
 A recent (less than 3 months) invoice, from the internet bandwidth provider, that shows the bandwidth size
 A recent (less than 3 months) bandwidth utilization report, from the internet bandwidth provider, that shows the
bandwidth size
 Internet bandwidth size provided via letter or email by hotel’s ownership/management company or hotel’s Information
Technology team
 A current (not expired) signed contract to have the bandwidth installed at a future date (acceptable ONLY in Jan-Jun
2015 tracking period)
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)
CALA, CAN, US hotels, use the following minimum requirements:
All hotels
>1500 rooms - 500 Mbps
1000-1499 rooms - 400 Mbps
500-999 rooms - 250 Mbps
350-499 rooms - 150 Mbps
190
Category:
Area to Address
150-349 rooms - 100 Mbps
75-149 rooms - 50 Mbps
< 75 rooms - 25 Mbps
EU hotels, use the following minimum requirements:
 If bandwidth provider contract signed before July 1, 2013: 100 kbps/room (e.g. 10 Mbps per 100 rooms); Multiply the
number of rooms by 10 Mbps and then divide by 100 rooms (Example: 250 rooms x 10 Mbps = 2500; 2500/100 rooms
=25 Mbps is the minimum required)
 If bandwidth provider contract signed on/after July 1, 2013 through December 31, 2014: 200 kbps/room (e.g. 20 Mbps
per 100 rooms); Multiply the number of rooms by 20 Mbps and then divide by 100 rooms (Example: 250 rooms x 20
Mbps = 5000; 5000/100 rooms =50 Mbps is the minimum required)
 If bandwidth provider contract signed on/after January 1, 2015: 300 kbps/room (e.g. 30 Mbps per 100 rooms); Multiply
the number of rooms by 30 Mbps and then divide by 100 rooms (Example: 250 rooms x 30 Mbps = 5000; 5000/100
rooms =75 Mbps is the minimum required)
AP 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)
MEA hotels, use the following minimum requirements:
 For Hotels: 200 kbps/room for hotels or 30 Mbps, whichever is higher (e.g. 20 Mbps per 100 rooms); Multiply the
number of rooms by 20 Mbps and then divide by 100 rooms (Example: 200 rooms x20 Mbps = 4,000; 4,000/100 rooms
= 40 Mbps; 40 Mbps is higher than the 30 Mbps minimum, so 40 Mbps is the minimum required)
 For Apartments: 150 kbps/bedroom or 30 Mbps, whichever is higher (e.g. 15 Mbps per 100 bedrooms); Multiply the
number of bedrooms by 15 Mbps and then divide by 100 rooms (Example: 300 bedrooms x 15 Mbps = 4,500; 4,500/100
bedrooms = 45 Mbps; 45 Mbps is higher than the 30 Mbps minimum, so 45 Mbps is the minimum required)
The specified bandwidth minimums apply for both the upload and download speeds of the Internet circuit. It is acceptable if a
hotel has a stable bandwidth or a flexible bandwidth with bursting capacity to meet the guestroom bandwidth minimums.
 Hotel does not have documentation confirming bandwidth

 Bandwidth is not correct for hotel type
NOTE: Non-compliance on this item will result in two (2) percentage point deduction off the Overall BSA score
CABBOH002_2
504 Global Property Network Standard (GPNS) technical 0 Back of BSA Deductions: Yes No N/A
solution is installed pts House General Facility
Mark N/A if you find any of the following:
 Hotel has signed contract to install GPNS, and the installation has not occurred yet
 Hotel has current (not expired) contract with any internet provider signed November 1, 2012 or prior (AP, CALA, CAN,
MEA, US)
 Hotel has current (not expired) contract with any internet provider signed October 1, 2013 or prior (EU)
 Hotel provided documentation that an owner or management company change has occurred within the last 90 days
191
Category:
Area to Address
 Hotel is part of the Autograph Collection (CALA, CAN, EU, MEA, US)
Hotel must have the Global Property Network Standard (GPNS) technical solution installed
 Ask associate to:

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

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

o Signed GPNS System Installation Certificate
Required fields include:
 Property Name
 MARSHA Code
 Property Address
 Vendor Signature, Name, Title, Date
 GPNS Installation/Certification Date (EU, AP, and MEA)
o Date must be on/after January 1, 2012 (AP, MEA)
o Date must be on/after January 1, 2013 (EU)
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
 GPNS Version Date area and GPNS Installation/Certification Date, if present on the GPNS System Installation
Certificate, are blank or list any date (CALA, CAN, US)
Mark NO if you find any of the following:
 Hotel states GPNS not installed

 Hotel indicates GPNS is installed but GPNS System Installation Certificate not available and hotel is not listed as
Compliant on the Property GPNS Internet Tracking (XLS)
 GPNS System Installation Certificate required fields are blank
 GPNS Installation/Certification Date is blank (AP, EU, MEA)
192
Category:
Area to Address
 GPNS Installation/Certification Date is prior to January 1, 2013 (EU)
 GPNS Installation/Certification Date is prior to January 1, 2012 (AP, MEA)
Note: Non-compliance on this item will result in two (2) percentage point deduction off the Overall BSA score
CABBOH004_2
505 Hotel completed and uploaded QA Self Audit by the correct 16 Back of Product Standards: Yes No N/A
date pts House General Facility
 Hotel provided documentation that an owner or management company change occurred in the month prior to or during
the BSA tracking period
 GM was not in position at the beginning of the QA Self Audit completion period (Dec 1 or Jun 1)
 Hotel opening date was July 1, 2014 - December 31, 2014 (documentation required)
 LQA website is unavailable due to technical issues
 Audit being conducted is a Re-audit
Consultant will check the QA website to verify the Self Audit form was uploaded during the month prior to the BSA tracking
period (Dec 1- 31 for Jan - Jun BSA tracking period)
Forms from prior tracking periods are not acceptable
Mark NO if the audit has not been uploaded by correct date
CABBOH003W1
506 guestVoice Alert Response Rate meets standards 16 Back of Product Standards: Yes No N/A
pts House General Facility
Mark N/A if you find any of the following:
 Hotel has 2000 rooms or more (AUTO)
 Audit is conducted prior to April 1, 2015
 Internet is unavailable due to technical issues
Hotel must respond to guestVoice Alerts within 48 hours by an approved method for GSS, TripAdvisor and Marriott Verified
Reviews (MVR)
 Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR alerts
o Alerts are triggered for negative guest feedback: GSS OSAT < 6, MVR < 3, and TripAdvisor < 3
 Response must be one of the following:
o Email to the guest using a rapid response template within the guestVoice platform for GSS,
o Response posted to a MVR through guestVoice, or
o TripAdvisor review response posted online
 Beginning in January 2015, the guestVoice dashboard will report response rate status for 2015 alerts
 Beginning in 2016, compliance will be measured on a rolling 12-month performance at or above 90%

193
Category:
Area to Address
Ask associate to:
 Log-on to guestVoice (https://marriott.medallia.com)

 From guestVoice home page, access the Dashboard
 Scroll down to the Alert Status and Response Rate box
Verify year-to date (YTD) response rate total is 90.0% or higher
FOR SELF-AUDITs completed in December 2014: Evaluate based on YTD total number shown on dashboard
 Important Note: The figures displayed on the dashboard will be 2014 YTD figures that retroactively apply the definition
of alert compliance that is consistent with the new standard, including removal of the associate note as an acceptable
response
Mark NO if Total YTD response rate is lower than 90%
CABBOH005
507 Host has a Brilliant card and knows the Move of the Day 4 Back of Product Standards: Yes No N/A
Mark N/A if:
 All Hosts have worked less than 90 days

 Review is conducted during program transition week
Hosts must minimally:
 Carry a current Brilliant card

o An electronic or digital copy is acceptable (e.g. smartphone)
 Know the hotel specific Move of the Day
Randomly select (1) Host, on hotel's payroll:
 Identity yourself as the Quality Assurance Auditor

o Ask Host how long have you been working at the hotel?
o If less than 90 days, select another Host
 Ask following questions:
o Please show me your Brilliant Card
 For Hosts whose uniform/clothing does not allow (e.g. does not have pockets), the Brilliant Card must
be immediately accessible (without having to leave presence of auditor)
o Please tell me the Move of the Day
 Host may not refer to Brilliant Card
 Move of the Day must correspond with information provided from leadership
It is acceptable to select a supervisor or manager if all Hosts encountered do not speak English
 Host does not have Brilliant Card

 Host does not know hotel specific Move of the Day

194
Category:
Area to Address
 Brilliant Card not correct specification
BOH507
508 Brilliant Hosting StandUp meeting meets standard 4 Back of Product Standards: Yes No N/A
 The review is conducted during program transition week

 Hotel has been open less than 90 days
Daily meetings must minimally have:
 Hosts attend their department's daily Brilliant Hosting StandUp
Select (1) Host on hotel's payroll:
 Identify yourself as the Quality Assurance Auditor

 Ask Host how long have you been working at the hotel?
o If less than 90 days, select another Host
 Ask Host if their department has conducted its daily Brilliant Hosting StandUp meeting today?
o If department has not held their daily Brilliant Hosting StandUp meeting today, select another Host
 Ask:
o "Did you attend your department's daily Brilliant Hosting StandUp meeting today?"
o "Tell me at least (3) topics that were discussed"
Topics discussed in Brilliant Hosting Standup may include:
 Move of the Day

 Discussions & tips on the Move of the Day
 Theme of the week
 Hotel-specific information:
o VIP's in hotel
o Hotel Forecast
o News to note
o Team recognition
o Birthdays, anniversaries, new team members
 It is acceptable if other similar information is provided instead
Host must minimally list one aspect of Brilliant Hosting Service Program discussed (e.g. Move of the Day, Theme of the week)
 It is acceptable to prompt Host
 Host cannot recall (3) discussion topics

 Host did not attend Brilliant Hosting StandUp meeting
BOH506

195
509 Brand collateral meets standard 16 pts Back of House Product Standards: Yes No N/A
General Facility
Mark N/A if hotel is a Marriott Conference Center
Keys must minimally include:
 Core hotels
o (1) of (6) approved designs
 Resort hotels
o (1) of (10) approved designs
 Current brand logo
Key Packets must minimally include correct design for hotel type (Core or Resort)
Folio paper must minimally be in brand voice with the current logo
BOH508

196
General
Category:
Area to Address
510 Host Made it Brilliant at least one time during the stay 4 General Service Execution: Yes No N/A
pts Guest Services
A Host must minimally Make it Brilliant at least one time during the stay
Making it Brilliant is defined as going above and beyond, creating an experience that is:
 Memorable enough to want to share it with others after the visit

 More than what a guest expects
Examples of Making it Brilliant include:
 Guest has running clothes and shoes laid out in the guest room. Housekeeper leaves a printed local running map on
running shoes in the guest room.
 Guest remarks on how much they enjoyed a dish or cocktail served in the restaurant or Concierge Lounge. Chef or other
restaurant/Concierge Lounge Host provides a copy of the recipe for the dish or cocktail to the guest before they leave the
outlet.
 Guest is overheard talking about the location they will be driving to the next time they take their car out of the garage.
Hosts place printed directions to the mentioned destination in the car prior to the valet bringing the car for the guest.
 Guest expresses concern about a personal situation and Host leaves a personal note expressing empathy about the
situation in the guest room.
Mark NO if the Host did not Make it Brilliant at least one time during the stay
GEN506
511 Hotel General - Host followed the 15/5 rule 16 General Service Execution: Yes No N/A
pts Guest Services
Mark N/A if no additional Hosts encountered
The Host must:

NOTE: This item will be evaluated if only (1) additional Host encountered
GEN501-g
512 Hotel General - Host followed the 15/5 rule 16 General Service Execution: Yes No N/A
pts Guest Services
 No additional Hosts encountered

 Only (1) additional Host encountered

197
Category:
Area to Address
The Host must:

NOTE: This item will be evaluated if (2) additional Hosts encountered
GEN504-g
513 Hotel General - All Hosts followed the 15/5 rule 16 General Service Execution: Yes No N/A
pts Guest Services
 No additional Hosts encountered

 Only (2) additional Hosts encountered
The Host must:

NOTE: This item will be evaluated if (3) or more additional Hosts encountered
GEN505-g
514 Hotel General - All non-management Hosts' uniforms meet 4 General Service Execution: Yes No N/A
standards pts Guest Services
Logos: brand, property-specific or graphic logo may be applied to name badges and/or uniforms
All Hosts must be:
 In complete, well-fitted uniforms

 From approved brand program
 Consistent throughout the hotel
It is acceptable if:
 Engineering Hosts do not participate in the approved program

 Third-party/separate concept/destination restaurant (e.g. TGI Fridays, Viande) Hosts wear a different uniform
 Properties located in Hawaii utilize an alternate uniform program
 Contract labor, buy-out labor or temp associates wear a different uniform

198
Category:
Area to Address
 Host not in approved uniform package

 Host not in complete uniform for position
 Host not in well-fitted uniform
 Host uniform not consistent throughout hotel
GEN502-ui
515 Hotel General - All name tags meet standard 4 General Service Execution: Yes No N/A
pts Guest Services
Name tags must minimally have/be:
 Hosts' name tags must minimally have their first name
 Contract labor Hosts to wear a different name tag

 Multiple Marriott logo's to be present
 Culinary/stewarding Hosts to not wear name tags
It is acceptable if Service Pins/Icons are:
 Worn in addition to the name tag

 Incorporated on name tag
 Cleanliness or condition issues

 Name tag does not have first name
 Name tag has non-Marriott logo's present
 Name tag not worn
GEN503-ui

199
Food Safety
Category:
Area to Address
516 Temperature Logs and Training documentation is 0 Food Safety Food Safety: Yes No N/A
completed and available for review pts Food Safety
 Facility is under complete renovation and not available for guest use
 Local code prohibits/supersedes any standard, documentation must be provided to verify
 All associate hire dates within the last 60 days when evaluating hourly food safety training
 All manager hire dates within the last 60 days when evaluating management food safety certification
Review documentation from last inspection, re-inspection, owner/management company change or opening/re-opening date
forward
 Hotel must provide documentation of owner/management company change
Select (1) of the following (5) documentation items to review
Proof of Food Safety training for all culinary food handling associates
All food handlers (e.g. cook) must minimally be:
 Trained
 Re-trained every 2 years
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
 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 Although program is valid for 5 years, hourly culinary staff must have documented training every 2 years, it is
acceptable to use GFSF training to meet 2 year requirement
Documentation may be in any form, the most common examples are:
 Roster
 Training certificate
 Completion documentation

200
Category:
Area to Address
 Training not conducted or documented

 Training documentation more than 2 years old
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 - 1 manager
o CY/RI - 250 rooms/suites or less:
 Chief Engineer (management or salaried), GM, other manager (or other hourly staff if only (1)
management position on property)
o CY/RI - 251 rooms/suites or more:
 Chief Engineer (management or salaried), Assistant GM, other managers (or other hourly staff if only
(1) management position on property)
o JW/MH/RH/RC/RCDC/AUTO/GH: Assistant Engineer, Banquet Chef, Chief/Executive Steward, Culinary
managers, Director of Engineering, Executive Chef, Restaurant Managers, Sous Chefs
 Current (5 years from validation date), from an approved certification training program (in-person or online)
Food handler certification or proof of training (e.g. roster, training documentation) is not acceptable
Ask to see certificates of managers in current position at least 60 days:
 Select (2) management staff from the list above (MH/RH/JW/RC/RCDC/CY/RI/AUTO)

 Select (5) management staff from the list above (GH)
 Ask to see certificate for the certified manager (FF/SHS/TPS/AC)
US/CAN
Management food safety certification must only be from one of the following certifying bodies:
 CIEH (Charter Institute of Environmental Health)

 NRFSP (National Registry of Food Safety Professionals)
 Prometric (formerly Experior Assessments)
 ServSafe (National Restaurant Association/Educational Foundation)
 CRFA-NFSTP (Canadian hotels only)
 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

201
Category:
Area to Address
AP, EU, MEA, CALA
Documentation may be from any certifying body
ALL CONTINENTS
 Certificates not from approved program (US/CAN)

 Certificates not on file and available for review
 Certificates older than 5 years
 Required staff not certified in approved program
Refrigerator and freezer temperature logs (HACCP Log A-3) are completed and on file for 90 days
Hotel may use any form (electronic or paper)
If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper logs/forms must be completed
Log must minimally record:
 Date
 AM internal temp
 PM internal temp
 Corrective Action (if temperature out-of-range)
o Refrigerator temperatures above 41F (5C) are considered out-of-range
o Freezer temperatures above 5F (-15C) are considered out-of-range
Select (1) refrigerator and (1) freezer
Select (1) week (7 consecutive days) within the past 3 months
 Corrective action field not completed

 Documentation not available for review
 Documentation not 90%+ complete
 Log entry(s) not filled out correctly
 Temperatures out of guidelines have not corrective actions
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

202
Category:
Area to Address
 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 140F (60C) or cold holding above 41F (5C) are considered out of
range
Select (1) kitchen and (1) meal period for 1 week (7 consecutive days) within the past 3 months
Review documentation and check all fields are correctly completed for selected entries
 Corrective action field not completed for out-of-range temperatures

 Temperatures out of guidelines have no corrective actions
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 (4C) are considered out-of-range
Select (3) cooling log entries within the past 3 months
Review documentation and check all fields are correctly completed for selected entries

203
Category:
Area to Address
 Corrective action field not completed for out-of-range temperatures

CABFS100
517 Personal hygiene procedures are followed 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
This item will be evaluated whenever it is encountered or observed during the BSA process, including the evening service
experience (e.g. if an unsanitary practice was observed during the evening Lounge experience, this would be evaluated and scored
as part of the food safety evaluation)
Personal hygiene must include:
 No eating, drinking, smoking, or tobacco use in areas with exposed food, food contact surfaces, food contact packaging
 All dedicated hand washing sinks being stocked, functional and accessible
 All associates washing hands following: Touching face, hair
o Using restrooms
o Touching raw food product
o Changing gloves
 No bare hand contact with ready-to-foods
 No associates working who display symptoms of illness:
o Diarrhea
o Vomiting
o Fever
o Sore throat with fever
o Jaundice (yellowing of the eyes)
CABFS101
518 Ice Machines are clean and in good condition 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
Randomly select (1) ice machine in the food and beverage area (MH/RH/JW/RC/RCDC/CY/RI/AUTO/FF/SHS/TPS/AC)

204
Category:
Area to Address
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 contact areas
 Rust on the inside of ice machine or ice contact areas
CABFS102
519 Cold potentially hazardous foods maintained at 41F (5C) or 0 Food Safety Food Safety: Yes No N/A
below in all cold holding devices pts Food Safety
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)

 (2) Refrigerators/cold holding units (CY/JW/MH/RH/RC/RCDC/AUTO)
 (2) Refrigerators/cold holding units per kitchen (GH)
 If multiple kitchens, check (2) units per kitchen
o 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 fully cooked cold food products are on display (e.g. buffet (boiled eggs, salmon), omelet cooking station (ham,
bacon)) and temperature is out-of-range:
o Ask to see HACCP Form A-20
o Verify food product evaluated is:
 Listed on HACCP Form A-20
 "Time item is displayed" listed is less than (2) 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

205
Category:
Area to Address
 Time in Lieu of Temperature is in place and documentation not 90%+ complete
CABFS103
520 Facility is clean and in good condition 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
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 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
 More than (4) cleanliness or conditional issues are observed or encountered

 Any evidence of pests
CABFS104
521 Dishwashing machines properly maintained and operated 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
 Hotel does not have a dishwashing machine
Test using a thermometer or strips that are not damaged
For Low temp machines:

206
Category:
Area to Address
 Test only once using non-damaged strips
 Verify concentration of chemical sanitizer is at proper level (e.g. Chlorine: 50-100 ppm)
 Run machine with full rack of equipment, plates or glasses
 Immerse strip for exactly the specified time in water on plate, glass or equipment
o Do not agitate the test strip
o Do not contact foam on top of the solution
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 (2) before testing
 Test High temp machines:
o Attach a 160F (71C) test strip, heat tape using a plate or fork or use a waterproof thermometer. (See MGS for
details on waterproof thermometer)
o Run tape or waterproof thermometer through the machine
o Check heat tape for activation or thermometer for correct temperature of the food contact surface in the
machine
Randomly select (1) dish machine in the food and beverage area (MH/RH/JW/RC/RCDC/CY/RI/AUTO/FF/SHS/TPS/AC)
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
522 Cutting board policy meets standards 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
 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:

207
Category:
Area to Address
 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 and marked for the proper product use
 Separate boards for chicken, fish, raw and cooked products
 Blocks are to be scraped, washed and sanitized daily
 A culinary associate is able to describe the cutting board use policy
 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
 Culinary associate in Asia/specialty kitchen not able to describe the wooden cutting board use policy
CABFS106
523 Cross-contamination prevention procedures are followed 0 Food Safety Food Safety: Yes No N/A
pts Food Safety
experience (e.g. if an unsanitary practice was observed during the evening lounge experience, this would be evaluated and
scored as part of the food safety evaluation)
Hotel must store items with the highest cooking temperature requirement on the bottom shelf, and place food items with lower
cooking temperature requirements above these items
Examples of such hazards include but are not limited to: raw animal products above ready-to-eat foods, commingling raw animal
species, and thumb tacks/staples
Mark NO if any of the following are observed or encountered:
 Raw animal products stored above or commingled with ready-to-eat products

 Food items with higher cooking temperature requirements stored over food items with lower-cooking temperature
requirements
 Physical hazards that would present an imminent health hazard, such as push pins used directly above food prep surfaces
 Chemicals stored above food or food contact surfaces
 Cross-contamination or potential for cross-contamination exist with food or food contact surfaces
 Food stored or thawing in a dedicated hand washing sink
CABFS107

208
524 Quarterly Global Food Safety Audit (GFSA) is completed and 0 Food BSA Yes No N/A
documented pts Safety Deductions:
General Facility
 LQA 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
GFSA must be completed using Steton Mobile Auditor tool and be uploaded to the LQA 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 LQA website
NOTE: Non-compliance on this item will result in two (2) percentage point deduction off the Overall BSA score
CABFS108_2

209
Property Certification
Category:
Area to Address
525 Hotel completed and uploaded June Property Certification 0 Property BSA Deductions: Yes No N/A
by the correct date pts Certification General Facility
 Hotel opening date was after December 31, 2013 (documentation required)
 GM was not in position as of June 1, 2014
Hotel must complete a Property Certification every June using the current form
 Property Certification audit forms will only be available June 1-30

 Retrieve current forms:
o Connect to the internet
o Open MAXP/MA360 application
o Click “Connect, Submit Audit”
o Accept downloads
o Click “Start New Audit” to begin a new audit on current Property Certification audit form (Do NOT “Open
Existing Audit” as it will be an outdated audit form)
Auditor will check the QA website to verify the Property Certification audit form was uploaded June 1-30
For BSAs conducted in June, it is acceptable (not required) for the auditor to evaluate the most recent June Property Certification
form
o Example: BSA in June 2015, hotel may have completed either:

 June 2014 Property Certification, or
 June 2015 Property Certification
Mark NO if neither of the 2014 or 2015 June Property Certification audit forms were uploaded by correct date
If non-compliant select reason in findings
NOTE: Non-compliance on this item will result in a 1 percentage point deduction off of the Overall BSA score.
PC007-e_1
526 Hotel completed and uploaded December Property 0 Property BSA Deductions: Yes No N/A
Certification by the correct date pts Certification General Facility
 Hotel opening date was after June 30, 2014 (documentation required)
 GM was not in position as of December 1, 2014

210
Category:
Area to Address
Hotel must complete a Property Certification every December using the current form
 Property Certification audit forms will only be available December 1-31

 Retrieve current forms:
o Connect to the internet
o Open MAXP/MA360 application
o Click “Connect, Submit Audit”
o Accept downloads
o Click “Start New Audit” to begin a new audit on current Property Certification audit form (Do NOT “Open
Existing Audit” as it will be an outdated audit form)
Auditor will check the QA website to verify the Property Certification audit form was uploaded December 1-31
Mark NO if the 2014 December Property Certification audit form was not uploaded by correct date
If non-compliant select reason in findings
NOTE: Non-compliance on this item will result in a 1 percentage point deduction off of the Overall BSA score.
PC001-e_1
527 Selected Brand items are compliant 0 Property BSA Deductions: Yes No N/A
pts Certification General Facility
From the Property Certification form, select (2) of the items listed in Brand group and verify both meet standards
 Randomly select (1) Brand item to evaluate

o Note in findings which item was selected for evaluation
 Evaluate BarArts Training is conducted and documented
Mark NO if either of the evaluated Brand items are not compliant
If compliant, indicate which item was selected for evaluation from predefined comments
If non-complaint, indicate reason in pre-defined comment or type reason in findings
NOTE: Non-compliance on this item will result in 1% percentage point off the Overall BSA score.
PC502-e_1
528 Additional selected Brand item is compliant 0 Property BSA Deductions: Yes No N/A
Mark N/A if hotel provided documentation that an owner or management company change occurred in the month prior to or
during the BSA tracking period

211
Category:
Area to Address
From the Property Certification form, evaluate the Brand item listed below and verify compliance:
 Music Vendor Program Meets Standard
Mark NO if the evaluated Brand item is not compliant
NOTE: Non-compliance on this item will result in 1% percentage point off the Overall BSA score.
PC503_1
529 Randomly selected Fire/Life Safety item is compliant 0 Property Fire/Life Safety: Yes No N/A
From the Property Certification form, select (1) of the items listed in the Fire/Life Safety group and verify compliance
Mark NO if the Fire/Life Safety item is not compliant
PC006-e
530 Randomly selected Brand item is correctly represented on 0 Property BSA Deductions: Yes No N/A
Property Certification pts Certification General Facility
 Hotel opening date was July 1, 2014 to December 31, 2014 (documentation required)
 The LQA website is unavailable due to technical issues
 Selected item was marked No or N/A on Property Certification form
 GM was not in position when the most recent Property Certification form was uploaded
 Person who entered his/her name on Property Certification form is no longer employed at hotel
 Item requires a specific position (not randomly selecting an associate) and that person is no longer employed at hotel
From the Property Certification form, select (1) documentation item
Ask GM to provide Property Certification form from the month prior to the BSA tracking period
 If multiple forms uploaded prior to due date, use form that was uploaded closest to due date
Evaluate the item for compliance, using the date that the GM certified the Property Certification form

212
Category:
Area to Address
Compare the current compliance to the answer the GM certified on the Property Certification form
 The item was marked compliant on the Property Certification, but the hotel does not have verification that they were
compliant at the time that the GM certified
 The hotel did not upload the form
 The hotel did not upload the correct form (Forms from prior tracking periods are not acceptable)
 Property Certification answer does not match auditor evaluation
If non-complaint, indicate reason in pre-defined comment or type reasons in findings
NOTE: Non-compliance on this item will result in 1% percentage point off the Overall BSA score
PC003-e_1

213

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MH-BSA-2015-JUL-DEC-V2

July – December 2015

Front Entrance/Lobby Arrival .................................................................................................................................................................... 3

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

Mark NO if leadership is not visible in the lobby during peak times

The Host (e.g. Door, Bell, Valet, Lobby Greeter) must:

 Be present during peak arrival hours

Mark NO if any of the above criteria is not met

Throughout the entire interaction the Host must:

 Maintain good posture

Mark NO if any of the above criteria is not met

The Host must be:

It is acceptable for properties located in Hawaii to utilize an alternate uniform program

Mark NO if any of the above criteria is not met

Mark NO if the above criteria is not met

The Host must:

 Offer a sincere closing

Mark NO if any of the above criteria is not met

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

 Logo flag not present

Mark NO if any of the above criteria is not met

 Walk-off mat not present

Walk-off mat must minimally be:

It is acceptable if walk-off mat uses the current property-specific logo

Mark NO if any of the above criteria is not met

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

 At 15 feet (4.6 m), make eye contact and smile

Mark NO if any of the above criteria is not met

Acknowledgement to guest may be verbal or non-verbal

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

Mark NO if any of the above criteria is not met

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The Host must:

 Confirm the method of payment

Mark NO if any of the above criteria is not met

The Host must:

 Hand the guest his/her key packet

Mark NO if any of the above criteria is not met

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

The Host must:

 Prepare keys and keys packets in advance

Mark NO if any of the above criteria is not met

 Provide a working key to the guest

Mark NO if any of the above criteria is not met

Pick (1) of the following topics and inquire of the Host:

Mark NO if the Host is not knowledgeable about the above

 Maintain good posture

Mark NO if any of the above criteria is not met

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

It is acceptable for properties located in Hawaii to utilize an alternate uniform program

Mark NO if any of the above criteria is not met

 Offer a sincere closing

Mark NO if any of the above criteria is not met

 Engaging in conversation when personal details about a guest are learned

Mark NO if the Host did not Respond to Cues during interaction

 Facility (e.g. cleanliness issues upon arrival)

The Mobile Check-in sign must minimally be:

 In a dedicated Mobile Check-in area