Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 1 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. 2023 Brand Standards Audit Updated 04/20/2023
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 2 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Table of Contents External Telephone.............................................................................................................................. 3 Front Entrance Arrival/Valet Arrival .................................................................................................. 6 Check-In ............................................................................................................................................ 11 Bar/Lounge ........................................................................................................................................ 20 Bar/Lounge – Facility........................................................................................................................ 33 Room Service .................................................................................................................................... 34 Executive Lounge/Club Lounge........................................................................................................ 45 Restaurant – Breakfast....................................................................................................................... 55 Restaurant – Facility.......................................................................................................................... 70 Service General.................................................................................................................................. 72 Bedroom ............................................................................................................................................ 75 Bathroom ........................................................................................................................................... 96 Elevator............................................................................................................................................ 102 Corridors.......................................................................................................................................... 103 Lobby............................................................................................................................................... 105 Public Restrooms............................................................................................................................. 108 Meeting Room/Function Space ....................................................................................................... 110 Fitness Center .................................................................................................................................. 112 Pool.................................................................................................................................................. 116 Spa – Facility ................................................................................................................................... 118 Brand Programs............................................................................................................................... 124 Back/Heart of House ....................................................................................................................... 126 Training ........................................................................................................................................... 151 Fire Protection/Life Safety .............................................................................................................. 154 Food Safety...................................................................................................................................... 155
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 3 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. External Telephone Telephone - Telephone etiquette meets standard Q# CABTL9911 Group External Telephone Category / Area To Address Staff Service / Touchpoint Service Points 4 MGS Search OPS-FRO-175 Telephone - Warm welcome/greeting provided Q# CABTL9912 Group External Telephone Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - The associate used the hotel name Q# CABTL408 Group External Telephone Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Telephone - The associate used the hotel name Mark N/A if Connection not completed due to government or system imposed restriction Mark No if the associate did not use the hotel name CABTL408 MGS Search OPS-FRO-297 Telephone - The associate was knowledgeable about property offerings and the local area, as applicable Q# CABTL406 Group External Telephone Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Telephone - The associate was knowledgeable about property offerings and the local area, as applicable Mark N/A if:
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 4 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • Call not answered after multiple attempts • Connection not completed due to government or system imposed restriction Pick (1) of the following topics and inquire of the associate: • F&B hours of operation • Local directions • Property offerings, as applicable (e.g., parking options, club lounge, spa, all-inclusive amenities) Mark No if the associate is not knowledgeable about the above item CABTL406 MGS Search OPS-FRO-175B OPS-FRO-175 OPS-FRO-297 OPS-FRO-175A Telephone - Guest name used during the experience, when known Q# CABTL9902 Group External Telephone Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - Further assistance offered to the guest Q# CABTL9905 Group External Telephone Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - Warm and sincere closing offered and appreciation demonstrated Q# CABTL9906 Group External Telephone Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 5 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Telephone - The overall experience met guest expectations and was free of negative detractors Q# CABTL9907 Group External Telephone Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 6 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Front Entrance Arrival/Valet Arrival Host Presence meets standard Q# ENT521 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Branded Service Points 2 Criteria Host Presence meets standard Mark N/A if any of the following: • The Host/Leader is engaged with another guest • Hotel has an open-air lobby • Guest arrived after peak arrival hours 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) o It is acceptable if Front Desk Associate is standing in front of pod, welcoming guests Mark No if any of the above criteria is not met ENT521 MGS Search OPS-FRO-175B Warm welcome/greeting provided Q# CABFE9901 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 Good posture, smile, eye contact, and attentive listening maintained throughout the interaction Q# CABFE9903 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 7 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Well-groomed and professional, wearing a uniform Q# CABFE9904 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 The Host directed the guest to the reception desk Q# ENT506 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria The Host directed the guest to the reception desk Mark N/A if any of the following: • The Host/Leader is engaged with another guest • Hotel has an open-air lobby • Area not staffed during evaluation Mark No if the Host did not direct the guest to the reception desk ENT506 MGS Search OPS-FRO-175 Guest name used during the experience, when known Q# CABFE9902 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Further assistance offered to the guest Q# CABFE9905 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 8 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. OPS-FRO-175 Warm and sincere closing offered, and appreciation demonstrated Q# CABFE9906 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 The overall experience met guest expectations and was free of negative detractors Q# CABFE9907 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175 Marriott Logo Flag meets standard Q# ENT519 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Brand Promise / Branded Product Points 2 Criteria Marriott Logo Flag meets standard Mark N/A if any of the following: • Logo flag not present • Hotel is a Marriott Conference Center • Hotel does not have flag pole Marriott logo flag, if displayed, must be in the current brand voice specification Mark No if any of the above criteria is not met ENT519 MGS Search OPS-FRO-294B Walk-off Mat meets standard Q# Group Category / Area To Address Points
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 9 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. ENT520 Front Entrance Arrival/Valet Arrival Brand Promise / Branded Product 2 Criteria Walk-off Mat meets standard Mark N/A if any of the following: • No guest facing walk-off mats present • Hotel is a Marriott Conference Center All guest-facing walk-off mats must minimally be: • In current Brand Voice with current logo • Charcoal-gray or black in color It is not acceptable if walk-off mat uses the current property-specific logo It is acceptable if installed Pedi mats have property-specific logo, previous MH logo or no logo Evaluate front entrance and other guest-facing walk off mats encountered Mark No if any of the above criteria is not met ENT520 MGS Search OPS-HKP-088 OPS-HKP-099 Audible music in Porte Cochere Q# CAB4FE002 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Brand Promise / Design Approach & Aesthetic Points 4 Criteria Audible music in Porte Cochere Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Property does not have a Porte Cochere • Porte Cochere not owned/operated by the hotel • Hotel is located on Disney property Music must be audible Mark No if any of the above criteria is not met CAB4FE002 MGS Search OPS-FRO-295 Audible music in Lobby Q# CAB4FE001 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Brand Promise / Design Approach & Points 16
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 10 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Aesthetic Criteria Audible music in Lobby Mark N/A if any of the following: • Property is located in Saudi Arabia or Kuwait • Area is under complete renovation and not available for guest use • Hotel is located on Disney property Music must be audible Mark No if any of the above criteria is not met CAB4FE001 MGS Search OPS-FRO-295B Front Entrance/Valet Arrival Exterior Cleanliness - General Q# CABFE001 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Cleanliness / High Guest Impact Points 2 Front Entrance/Valet Arrival Exterior Condition - General Q# CABFE002 Group Front Entrance Arrival/Valet Arrival Category / Area To Address Maintenance & Upkeep / High Guest Impact Points 2
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 11 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Check-In If standing in a queue, an attempt to acknowledge the guest was made in a timely manner Q# CABCK9908 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Warm welcome/greeting provided Q# CABCK9901 Group Check-In Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 Mobile Check-In Welcome meets standards Q# CABCK005 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria Mobile Check-In Welcome meets standards Mark N/A if any of the following: • Guest check-in was conducted via standard check-in • Hotel is located in Venezuela The associate must welcome the mobile check-in guest minimally with: • Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, How was your mobile check-in experience?) • Convey a sense of “We’ve been expecting you” (e.g., Because you used mobile check-in, we have your keys prepared for you; We’ve been expecting you; Thank you for using mobile check-in , we have your room ready; We have been preparing for you) • Recognize applicable preferences (e.g., Room type) Mark No if any of the above criteria is not met CABCK005 MGS Search OPS-FRO-282D
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 12 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Good posture, smile, eye contact, and attentive listening maintained throughout the interaction Q# CABCK9903 Group Check-In Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Well-groomed and professional, wearing a uniform Q# CABCK9904 Group Check-In Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Uniform and Name Tag meet standard Q# CK525 Group Check-In Category / Area To Address Brand Promise / Branded Product Points 2 Criteria Uniform and Name Tag meet standard The Host must minimally be in proper uniform (e.g., Red Collection uniform package) Name tag must minimally contain first name, if worn • (AP): It is acceptable for the name tag to list first name, first and last name or just last name Blended hotels must utilize one brand's uniform program in a shared space (e.g., front desk, breakfast room) or shared service (e.g., room service, housekeeping, engineering). This does not apply to separate spaces within a shared public space (e.g., separate check-in areas, different breakfast experiences) Mark No if any of the above criteria is not met CK525 MGS Search OPS-FRO-283 The Host reviewed the method of payment Q# CK524 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 2
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 13 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Criteria The Host reviewed the method of payment Mark N/A if: • Guest check-in was conducted via mobile check-in • Area not staffed during evaluation Mark No if the Host did not review the method of payment CK524 MGS Search OPS-FRO-282E Associate offers enrollment into Marriott Bonvoy to guest at check-in Q# CABCK007 Group Check-In Category / Area To Address MI Initiatives / Elite Appreciation Points 4 Criteria Associate offers enrollment into Marriott Bonvoy to guest at check-in Mark N/A if any of the following: • Guest is already a member • Hotel does not participate in Marriott Bonvoy • Area not staffed during evaluation Evaluate if associate verbally communicated benefits of enrollment into the program. Examples include: • Free Wi-Fi • Mobile check-in (where available) • Member Rates • Mobile Chat • Mobile Key (where available) CABCK007 MGS Search OPS-FRO-304 All Marriott Bonvoy members are recognized at check-in Q# CABCK001 Group Check-In Category / Area To Address MI Initiatives / Elite Appreciation Points 16 Criteria All Marriott Bonvoy members are recognized at check-in Mark N/A if: • Guest is not a Marriott Bonvoy member • Hotel does not participate in Marriott Bonvoy • Area not staffed during evaluation Marriott Bonvoy members must be verbally acknowledged at check-in Examples include:
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 14 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • "I see you are a Platinum Elite Member" • "Thank you for being a Gold Elite member of our Marriott Bonvoy program" • Thank member for loyalty Mark No if the above criteria is not met CABCK001 MGS Search OPS-FRO-282E Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade Q# CABCK004 Group Check-In Category / Area To Address MI Initiatives / Elite Appreciation Points 2 Criteria Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade Mark N/A if Guest is any of the following: • Guest is not a Gold Elite, Platinum Elite, Titanium Elite, or Ambassador Elite member • Hotel does not participate in Marriott Bonvoy Complimentary room upgrades must be offered when available to the following members: • Gold Elite • Platinum Elite • Titanium Elite • Ambassador Elite Suite upgrades are: • Excluded for Gold Elite members • Included for Platinum Elite, Titanium Elite or Ambassador Elite members • Based on availability and identified by each hotel – at no additional charge, at check-in o May include rooms with desirable views, on high floors, with special amenities, on Executive floors, corner rooms and suites o (RC): Suites are only included for Titanium Elite and Ambassador Elite members and rooms with direct Club Lounge access are excluded Evaluate if the associate offered or mentioned a room upgrade during the check-in process • Term ‘upgrade’ must be used in conversation Mark Yes if: • A room upgrade was offered & mentioned verbally during check-in • A room upgrade was Mentioned but Not Available Mark No if: • A room upgrade was not verbally mentioned or offered during the check-in process, even if an upgrade was provided/discovered upon room arrival • Member was given the option to purchase a room upgraded room/room type CABCK004 MGS Search OPS-FRO-304
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 15 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in Q# CABCK002 Group Check-In Category / Area To Address MI Initiatives / Elite Appreciation Points 4 Criteria Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in Mark N/A if any of the following: • Guest is not a Platinum Elite, Titanium Elite, or Ambassador Elite member • Hotel is a Resort and/or Convention Hotel • Hotel does not participate in Marriott Bonvoy Hotel must verbally confirm check-out time with Platinum Elite, Titanium Elite, and Ambassador Elite members at time of arrival Platinum Elite, Titanium Elite, and Ambassador Elite members receive a guaranteed late check-out as late as 4pm as part of their Elite benefits • If member requested a late check-out electronically via Mobile Check-in, associate must confirm time during the check-in process Mark No if the above criteria is not met CABCK002 MGS Search OPS-FRO-304 The Host was knowledgeable about property offerings and the local area, as applicable Q# CK508-k Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria The Host was knowledgeable about property offerings and the local area, as applicable Mark N/A if: • Area not staffed during evaluation 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 MGS Search OPS-FRO-175 The Host Created a Personal Connection Q# Group Category / Area To Address Points
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 16 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. CK518 Check-In Staff Service / Branded Service 4 Criteria The Host Created a Personal Connection Mark N/A if guest check-in was conducted via mobile check-in 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 MGS Search OPS-FRO-175 The Host Responds to Cues Q# CK519 Group Check-In Category / Area To Address Staff Service / Branded Service Points 4 Criteria The Host Responds to Cues Mark N/A if guest check-in was conducted via mobile check-in The Host must Respond to Cues by being aware of guest's verbal and non-verbal cues and customizing the interaction 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 MGS Search OPS-FRO-175 The associate executed payment and key delivery components for mobile check-in Q# CABCK006 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria The associate executed payment and key delivery components for mobile check-in Mark N/A if any of the following: • Guest check-in was conducted via standard check-in • Hotel located in Venezuela The associate must:
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 17 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • Prepare keys and keys packets in advance o It is acceptable if keys/key packets are not pre-prepared if room is not ready (e.g., guest cannot be assigned a room and must wait) o If room ready notification was received, key packets must be prepared in advance • Verbally confirm the method of payment (e.g., using last 4 digits of credit card) It is not acceptable to swipe or request the credit card for any Marriott Bonvoy members, except: • In jurisdictions where credit card swipes are required by law or when the credit card type does not allow for manual authorization (i.e., Chip & Pin) • Guest requests to use different credit card • Member profile does not reflect any stay history or stay history was more than 12 months ago Mark No if any of the above is not met CABCK006 MGS Search OPS-FRO-282D Room number provided discreetly, non-verbally Q# CABCK9909 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Key Packet Delivery meets standard Q# CK506 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Key Packet Delivery meets standard Mark N/A if: • Area not staffed during evaluation The Host must: • Hand the guest their key packet • Provide directions to the elevator/guest room • Step from behind the kiosk, if front desk design allows Mark No if any of the above criteria is not met CK506 MGS Search OPS-FRO-282E
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 18 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Guest name used during the experience Q# CABCK9902 Group Check-In Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 Further assistance offered to the guest Q# CABCK9905 Group Check-In Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Warm and sincere closing offered, and appreciation demonstrated Q# CABCK9906 Group Check-In Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 The check-in procedure met standard for time and was error free Q# CAB4CK001 Group Check-In Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria The check-in procedure met standard for time and was error free The associate must: • Provide a working key to the guest • Assign the guest a clean and vacant room Including queue time, the check-in process must be completed in: AP • (Non-resorts): 10 minutes • (Resorts): 15 minutes CALA, EMEA, US/CAN
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 19 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • (Non-resorts): 5 minutes • (Resorts): 10 minutes Mark No if any of the above criteria is not met CAB4CK001 MGS Search OPS-FRO-282E The overall experience met guest expectations and was free of negative detractors Q# CABCK9907 Group Check-In Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175 Arrival Scent Program meets standards Q# CK527 Group Check-In Category / Area To Address Brand Promise / Design Approach & Aesthetic Points 16 Criteria Arrival Scent Program meets standards Mark N/A if hotel has an open-air lobby Arrival scent must be: • Approved brand scent • Provided by ScentAir or Brandaroma • Implemented in the following locations: o Entrance/Main Lobby o Front Desk o Lobby/Elevator landing Mark No if any of the above is not met CK527 MGS Search OPS-FRO-295D
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 20 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Bar/Lounge If standing in a queue, an attempt to acknowledge the guest was made in a timely manner Q# CABBLNG9908 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 The Host acknowledged the guest within one minute of their arrival Q# LNG502 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria The Host acknowledged the guest within one minute of their arrival Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept Mark No if the Host did not acknowledge the guest within (1)minute of arrival LNG502 MGS Search OPS-FNB-068 Warm welcome/greeting provided Q# CABBLNG9901 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 Good posture, smile, eye contact, and attentive listening maintained throughout the interaction Q# CABBLNG9903 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 4
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 21 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. MGS Search OPS-FRO-175B OPS-FRO-175 Well-groomed and professional, wearing a uniform Q# CABBLNG9904 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Name Tag meets standard Q# LNG542 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Name Tag meets standard Mark N/A if any of the following: • Area under renovation and not available • Greatroom/Lobby Bar is a licensed concept Name tag must minimally contain first name, if worn (AP): It is acceptable for the name tag to list first name, first and last name or just last name Mark No if any of the above criteria is not met LNG542 MGS Search OPS-FRO-283 The Host offered to make suggestions Q# LNG536 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria The Host offered to make suggestions Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept The Host must offer to make suggestions
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 22 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Mark No if any of the above criteria is not met LNG536 MGS Search OPS-FNB-068 Beverages, with the exception of cocktails, were delivered within three minutes of their order Q# LNG504 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Beverages, with the exception of cocktails, were delivered within three minutes of their order Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept Mark No if the ordered beverage, excluding cocktails, was not delivered within (3) minutes LNG504 MGS Search OPS-FNB-068 The Host offered to take a food order Q# LNG503 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria The Host offered to take a food order Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept Mark No if the Host did not offer to take a food order at any time during the interaction LNG503 MGS Search OPS-FNB-068 Food and Beverage Contents and Plate Presentation meet standard Q# LNG1711 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 4
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 23 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Criteria Food and Beverage Contents and Plate Presentation meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Bar/Lounge is a licensed concept • Area not staffed during evaluation Food and beverage contents and plate presentation must be: • Served at appropriate temperature (e.g., hot food is served hot, cold food is served cold) • Served in appropriate glassware and tableware • Food is visually appealing and meets guest expectation Mark No if any of the above criteria is not met LNG1711 MGS Search OPS-FNB-068 The Host checked back with the guest, ensuring satisfaction Q# LNG505 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria The Host checked back with the guest, ensuring satisfaction Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept The Host must check back to ensure guest satisfaction prior to the beverage being completed Mark No if any of the above criteria is not met LNG505 MGS Search OPS-FNB-068 A 2nd Round of Beverage Assistance meets standard Q# CAB4LNG005 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 16 Criteria A 2nd Round of Beverage Assistance meets standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Bar/Lounge is a licensed concept The associate must: • Offer a refill when the beverage was 1/3 full
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 24 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • Remove all empty glassware Mark No if any of the above criteria is not met CAB4LNG005 MGS Search OPS-FNB-068 The Host Created a Personal Connection Q# LNG537 Group Bar/Lounge Category / Area To Address Staff Service / Branded Service Points 4 Criteria The Host Created a Personal Connection Mark N/A if Greatroom/Lobby Bar is a licensed concept 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 MGS Search OPS-FRO-175 The Host Responds to Cues Q# LNG538 Group Bar/Lounge Category / Area To Address Staff Service / Branded Service Points 4 Criteria The Host Responds to Cues Mark N/A if Greatroom/Lobby Bar is a licensed concept The Host must Respond to Cues by being aware of guest's verbal and non-verbal cues and customizing the interaction appropriately without being prompted or asked 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 Mark No if the Host did not Respond to Cues during interaction LNG538 MGS Search OPS-FRO-175
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 25 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Guest name used during the experience, when known Q# CABBLNG9902 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Further assistance offered to the guest Q# CABBLNG9905 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Warm and sincere closing offered and appreciation demonstrated Q# CABBLNG9906 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175 The overall experience met guest expectations and was free of negative detractors Q# CABBLNG9907 Group Bar/Lounge Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175 Bar/Lounge table and table setting clean and in good condition Q# LNG1707 Group Bar/Lounge Category / Area To Address Staff Service / Touchpoint Service Points 4
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 26 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Criteria Bar/Lounge table and table setting clean and in good condition Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Bar/Lounge is a licensed concept • Area not staffed during evaluation The table and table setting must be: • Clean • In good condition Mark No if any of the above criteria is not met LNG1707 MGS Search OPS-FNB-068 OPS-AI-102 Bar Service Hours of Operation meet standard Q# CAB4BLNG001 Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria Bar Service Hours of Operation meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Bar/lounge is a licensed concept Bars and Lounges must minimally be open: AP, CALA, US/CAN • Continuous service from 3:00 PM - 12:00 AM EMEA • Lounges: All-day continuous service minimally 12 hours, closing no earlier than 11:00 PM • Bar operations that are separate from lounge operations may be opened based on demand Mark No if the above criteria are not met CAB4LNG001 MGS Search OPS-FNB-047 GREATROOM: Music meets standard Q# LNG512-y Group Bar/Lounge Category / Area To Address Brand Promise / Design Approach & Points 4
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 27 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Aesthetic Criteria GREATROOM: Music meets standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) • Hotel is located in Saudi Arabia or Kuwait All hotels (except those on the approved list) must comply with the Greatroom standard Music (words and instruments) must be clear and audible for all business levels The music and volume must be appropriate for the time of day: • The daytime music playlists must be set at medium level (not just volume, but bass, treble, etc.), ensuring all aspects of the music can be heard, while allowing guests to comfortably converse • For evening music play lists, the volume is increased to create more energy in the space Mark No if any of the above criteria is not met LNG512-y MGS Search OPS-FRO-270A GREATROOM: Lighting meets standard Q# LNG540-y Group Bar/Lounge Category / Area To Address Brand Promise / Design Approach & Aesthetic Points 16 Criteria GREATROOM: Lighting meets standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) All hotels (except those on the approved list) must comply with the Greatroom standard 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 Mark No if any of the above criteria is not met LNG540-y MGS Search OPS-FRO-270A
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 28 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. GREATROOM: Menu Approach meets standard Q# LNG527-y Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria GREATROOM: Menu Approach meets standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) All hotels (except those on the approved list) must comply with the Greatroom standard 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) o Marriott Burger with Bacon and Cheese must be offered • Desserts (e.g., Sweets, Desserts) Mark No if any of the above criteria is not met LNG527-y MGS Search OPS-FRO-270A GREATROOM: Food Offerings meet standard Q# LNG528-y Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria GREATROOM: Food Offerings meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) All hotels (except those on the approved list) must comply with the Greatroom standard Greatroom menus must include the following food offerings: • (4) Snacks for Quick Service • (AP, CALA, US/CAN): (7) Items to Share • (EMEA): (5) Items to Share • (AP, CALA, US/CAN): (6) Entree/Knife & Fork • (EMEA): (5) Entree/Knife & Fork Mark No if any of the above criteria is not met LNG528-y
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 29 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. MGS Search OPS-FRO-270A GREATROOM: Desserts Offerings meet standard Q# LNG531-y Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria GREATROOM: Desserts Offerings meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) All hotels (except those on the approved list) must comply with the Greatroom standard Greatroom menu must offer: • (2) Desserts o It is acceptable if desserts are offered individually or to share Mark No if any of the above criteria is not met LNG531-y MGS Search OPS-FRO-270A GREATROOM: Beer Offerings meet standard Q# LNG535-y Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria GREATROOM: Beer Offerings meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) All hotels (except those on the approved list) must comply with the Greatroom standard Greatroom must minimally include the following beer offerings: US/CAN • (13) Varieties, including o (1) Hard Seltzer o (1) Non-Alcoholic Beer EUR • (2) Draft • (2) Local/Craft
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 30 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • (1) Pilsner/Lager • (2) Import • (1) Non-alcoholic MEA • (1) Non-alcoholic AP, CALA • (2) Domestic • (4) Import • (2) Light • (1) Non alcoholic o It is acceptable for hotels in Fiji to not serve non alcoholic beer Mark No if any of the above criteria is not met LNG535-y MGS Search OPS-FRO-270A GREATROOM: Wine by the Glass Offerings meets standard Q# LNG532-y Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria GREATROOM: Wine by the Glass Offerings meets standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) Greatroom must include the following wine by the glass offerings: CALA • (1) Sparkling • (5) White • (1) Rosé/Blush • (5) Red US/CAN • (1) Sparkling • (3) White • (1) Rosé • (4) Red EMEA • (1) Sparkling • (EUR): (1) Champagne • (4) White • (4) Red AP • (4) White
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 31 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • (6) Red Mark No if any of the above criteria is not met LNG532-y MGS Search OPS-FRO-270A GREATROOM: Cocktail Offerings meet standard Q# LNG534-y Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 4 Criteria GREATROOM: Cocktail Offerings meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Greatroom/Lobby Bar is a licensed concept • Hotel does not have a Greatroom (as per approved list) Greatroom must include a minimum of: AP, CALA, EMEA • (8) Cocktails US/CAN • (10) Cocktails, varied in method, spirit, ice, and/or glass Mark No if any of the above criteria is not met LNG534-y MGS Search OPS-FRO-270A Cocktail Menu meets standards Q# LNG514 Group Bar/Lounge Category / Area To Address Brand Promise / Operational Product Points 2 Criteria Cocktail Menu meets standards Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Lobby Bar is a licensed concept • 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
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 32 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • Liquor brand names listed in cocktail ingredients (e.g., no generic "vodka") Mark No if any of the above criteria is not met LNG514 MGS Search OPS-FNB-068
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 33 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Bar/Lounge – Facility Bar/Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments Q# CABLNG005 Group Bar/Lounge – Facility Category / Area To Address Cleanliness / High Guest Impact Points 4 Bar/Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments Q# CABLNG006 Group Bar/Lounge – Facility Category / Area To Address Maintenance & Upkeep / High Guest Impact Points 4 Bar/Lounge Cleanliness - Floor Q# CABLNG003 Group Bar/Lounge – Facility Category / Area To Address Cleanliness / High Guest Impact Points 4 Bar/Lounge Condition - Floor Q# CABLNG004 Group Bar/Lounge – Facility Category / Area To Address Maintenance & Upkeep / High Guest Impact Points 4 Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items Q# CABLNG007 Group Bar/Lounge – Facility Category / Area To Address Cleanliness / High Guest Impact Points 4 Bar/Lounge Condition - Furniture/Equipment/Décor Items Q# CABLNG008 Group Bar/Lounge – Facility Category / Area To Address Maintenance & Upkeep / High Guest Impact Points 4
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 34 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Room Service Telephone - Telephone Etiquette meets standard Q# CABRST9911 Group Room Service Category / Area To Address Staff Service / Branded Service Points 4 MGS Search OPS-FRO-175 Telephone – Warm welcome/greeting provided Q# CABRST9912 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - The Host was knowledgeable about menu offerings Q# RS508-k Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Telephone - The Host was knowledgeable about menu offerings Mark N/A if: • Room service not evaluated • Area not staffed during evaluation • Order placed through mobile dining The Host must: • Be able to describe menu item ingredients • Be able to describe menu item preparations Mark No if any of the above criteria is not met RS508-k MGS Search OPS-FNB-104D Telephone - A La Carte program explained to guest (CALA, US/CAN) Q# RS541 Group Room Service Category / Area To Address Staff Service / Branded Service Points 16
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 35 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Criteria Telephone - A La Carte program explained to guest (CALA, US/CAN) Mark N/A if any of the following • Room service not evaluated • Hotel is located in AP, EMEA, or in CALA outside of Puerto Rico • Order placed through mobile dining The Host must verify guest is familiar with A La Carte • Explain the program positively It is acceptable if Host refers to program as Fresh Bites during program transition Mark No if any of the above criteria is not met RS541 MGS Search OPS-FNB-104D Telephone – A La Carte Delivery Options meet standard (CALA, US/CAN) Q# RS542 Group Room Service Category / Area To Address Staff Service / Branded Service Points 4 Criteria Telephone – A La Carte Delivery Options meet standard (CALA, US/CAN) Mark N/A if any of the following • Traditional room service is evaluated • Hotel is located in AP, EMEA, or in CALA outside of Puerto Rico • Order placed through mobile dining Host must offer the following delivery options: • Guest pick-up • Host delivery, for a flat fee no more than $5 It is acceptable if Host refers to program as Fresh Bites during program transition Mark No if any of the above criteria is not met RS542 MGS Search OPS-FNB-104D Telephone - The guest name, room number and number of guests being served is verified Q# RS505 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Telephone - The guest name, room number and number of guests being served is verified Mark N/A if:
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 36 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. • Room service not evaluated • Area not staffed during evaluation • Order placed through mobile dining The Host must verify: • Guest name • Room number • Number of guests being served Mark No if any of the above criteria is not met RS505 MGS Search OPS-FNB-104D Telephone - Further assistance offered to the guest Q# CABRST9905 Group Room Service Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - Guest name used during the experience, when known Q# CABRST9902 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - The room service order was properly taken Q# RS506 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Telephone - The room service order was properly taken Mark N/A if: • Room service not evaluated • Area not staffed during evaluation • Order placed through mobile dining Taking of the room service order must include: • Complete order repeated back to guest, including:
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 37 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. o Any special requests o Condiments mentioned by guest Mark No if any of the above criteria is not met RS506 MGS Search OPS-FNB-104D Telephone - Warm and sincere closing offered, and appreciation demonstrated Q# CABRST9906 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Telephone - The overall experience met guest expectations and was free of negative detractors Q# CABRST9907 Group Room Service Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175 Room Service Delivery meets standard Q# CAB4RS001 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 4 Criteria Room Service Delivery meets standard Mark N/A if any of the following: • Traditional room service is not evaluated • Area not staffed during evaluation For traditional Room Service: • Guests MUST be given an estimated delivery time • All Room Service call-down orders must be delivered within the below specified times: o Breakfast: 30 minutes o All day: 30 minutes o Dinner: 45 minutes o Beverage: 15 minutes
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 38 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. For hotels using "Knock & Drop": • Guests MUST be given an estimated delivery time • Food order is delivered in packaging reflective of the hotel's specific branding • There must only be a delivery option available • All Room Service call-down orders must be delivered within the below specified times: o Breakfast: 20 minutes o All day: 20 minutes o Dinner: 25 minutes o Beverage: 15 minutes Mark No if any of the above criteria is not met CAB4RS001 MGS Search OPS-FNB-104B A La Carte Delivery meets standard (CALA, US/CAN) Q# CAB4RS002 Group Room Service Category / Area To Address Staff Service / Branded Service Points 4 Criteria A La Carte Delivery meets standard (CALA, US/CAN) Mark N/A if any of the following • Traditional room service is evaluated • Hotel is located in AP, EMEA, or in CALA outside of Puerto Rico • Area not staffed during evaluation A La Carte Delivery must minimally meet the following: • Guest must be given an estimated delivery time • Delivery time must not exceed the following: o Breakfast: 20 minutes o All-day: 20 minutes o Dinner: 25 minutes o Beverage: 15 minutes • Food must be delivered in branded program packaging o (MH): It is acceptable if property is still using Fresh Bites packaging as they transition to A La Carte CAB4RS002 Delivery - Room Delivery Announcement meets standard Q# CABRMD9910 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 4 MGS Search OPS-FRO-175 Delivery - The Host followed all proper delivery procedures
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 39 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Q# RS527 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Delivery - The Host followed all proper delivery procedures Mark N/A if area not staffed during evaluation The Host must minimally: Traditional Room Service: • Position themselves in front of the door viewer • Knock on the guestroom door a minimum of (3) times • Identifies him or herself department (US/CAN): A La Carte: • Position themselves in front of the door viewer • Knock on the guestroom door a minimum of (3) times • Identifies him or herself department It is acceptable if Host refers to program as Fresh Bites during program transition Mark No if any of the above criteria is not met RS527 MGS Search OPS-FNB-104D Delivery - Warm welcome/greeting provided Q# CABRMD9901 Group Room Service Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 Delivery - The associate asked permission before entering the room Q# RS1703 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 16 Criteria Delivery - The associate asked permission before entering the room Mark N/A if: • Item being delivered did not require entry into the guest room • Area not staffed during evaluation Mark No if the associate did not ask permission to enter the guestroom RS1703
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 40 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. MGS Search OPS-FNB-104D OPS-FRO-175B Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction Q# CABRMD9903 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Delivery - Well-groomed and professional, wearing a uniform Q# CABRMD9904 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Delivery - Name Tag meets standard Q# RS532 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Delivery - Name Tag meets standard Mark N/A if name tag not worn If worn, name tag must minimally contain: • First name o (AP): It is acceptable for the name tag to list first name, first and last name or just last name Mark No if any of the above criteria is not met RS532 MGS Search OPS-FRO-283 Delivery - The check was presented in a check cover and accompanied by a Marriott pen
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 41 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Q# RS519 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Delivery - The check was presented in a check cover and accompanied by a Marriott pen Mark N/A if: • Traditional room service not evaluated • Area not staffed during evaluation The Host must: • Present check face-up in check cover • Present check accompanied by a Marriott pen o Pen is clean and functional Mark No if any of the above criteria is not met RS519 MGS Search OPS-FNB-104D Delivery - Room Service order was accurate Q# CAB4RS004 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Delivery - Room Service order was accurate Mark N/A if: • Traditional room service not evaluated • Area not staffed during evaluation The associate must deliver: • The correct order • Condiments • Serviceware Mark No if any of the above criteria is not met CAB4RS004 MGS Search OPS-FNB-104D Delivery - A La Carte order was accurate (CALA, US/CAN) Q# CAB4RS003 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Delivery - A La Carte order was accurate (CALA, US/CAN)
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 42 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Mark N/A if: • Traditional room service is evaluated • Hotel is located in AP, EMEA, or in CALA outside of Puerto Rico • Area not staffed during evaluation The associate must deliver: • The correct order • Condiments • Serviceware (MH): It is acceptable if property is still using Fresh Bites packaging as they transition to A La Carte Mark No if any of the above criteria is not met CAB4RS003 MGS Search OPS-FNB-104B Food and Beverage Contents and Plate Presentation meet standard Q# RS543 Group Room Service Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Food and Beverage Contents and Plate Presentation meet standard Mark N/A if: • Area not staffed during evaluation 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 and tableware (applicable for traditional room service only) • Food is visually appealing and meets guest expectation Mark No if any of the above criteria is not met RS543 MGS Search OPS-FNB-025 Delivery - Guest name used during the experience, when known Q# CABRMD9902 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 43 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Delivery - Further assistance offered to the guest Q# CABRMD9905 Group Room Service Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Delivery - Warm and sincere closing offered, and appreciation demonstrated Q# CABRMD9906 Group Room Service Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Delivery - The overall experience met guest expectations and was free of negative detractors Q# CABRMD9907 Group Room Service Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175 Room Service/A La Carte Hours of Operation meet standard Q# B526 Group Room Service Category / Area To Address Brand Promise / Operational Product Points 4 Criteria Room Service/A La Carte Hours of Operation meet standard Room Service must minimally be available, seven days a week: • Hotels: 6:00 AM - 11:00 PM o (CALA, US/CAN): Lunch through in-room dining is optional if lunch is available in another outlet in the hotel • Resorts: 6:30 AM - 11:00 PM Mark No if any of the above criteria is not met B526
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 44 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. MGS Search OPS-FNB-104 Room Service/A La Carte Menus meet standard Q# RS526 Group Room Service Category / Area To Address Brand Promise / Branded Product Points 2 Criteria Room Service/A La Carte Menus meet standard Mark N/A if: • Hotel is a Marriott Conference Center • Room service menu is only displayed on mobile dining app Traditional Room Service menu must be: • Present • In brand voice (US/CAN, CALA outside of Puerto Rico): A La Carte menu must be: • Present • In A La Carte template • Placed in a highly visible location (e.g., desk, bed or on top of bed-side table) • Printed date within the last 6 months Electronic Room Service Menu on the television is acceptable only if: • Hotel is using new Guestroom Entertainment (GRE) platform • Room Service menu accessed from the main menu It is acceptable if menu refers to program as Fresh Bites during program transition Mark No if any of the above criteria is not met RS526 MGS Search OPS-FNB-104B
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 45 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Executive Lounge/Club Lounge Warm welcome/greeting provided Q# CABEXL9901 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 16 MGS Search OPS-FRO-175B OPS-FRO-175 Good posture, smile, eye contact, and attentive listening maintained throughout the interaction Q# CABEXL9903 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Well-groomed and professional, wearing a uniform Q# CABEXL9904 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175 Uniform and Name Tag meet standard Q# EXLNG525 Group Executive Lounge/Club Lounge Category / Area To Address Brand Promise / Branded Product Points 2 Criteria Uniform and Name Tag meet standard Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Executive/Club Lounge not in place • Executive/Club Lounge is a licensed concept
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 46 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. The Host must minimally be in proper uniform (e.g., Red Collection uniform package) Name tag must minimally contain first name, if worn (AP): It is acceptable for the name tag to list first name, first and last name or just last name Mark No if any of the above criteria is not met EXLNG525 MGS Search OPS-FRO-283 The Hosts were knowledgeable about property offerings and the local area, as applicable Q# EXLNG503-k Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria The Hosts were knowledgeable about property offerings and the local area, as applicable Mark N/A if any of the following: • Area is under renovation and not available for guest use • Facility not in place • Area not staffed during evaluation • Executive/Club Lounge is a licensed concept 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 MGS Search OPS-FRO-175 OPS-FNB-036 The Host Created a Personal Connection Q# EXLNG523 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Branded Service Points 4 Criteria The Host Created a Personal Connection Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Executive/Club Lounge not in place • Concierge/Executive Lounge is a licensed concept 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
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 47 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. information) during the interaction Mark No if the Host did not Create a Personal Connection during interaction EXLNG523 MGS Search OPS-FRO-175 OPS-FNB-036 The Host Responds to Cues Q# EXLNG524 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Branded Service Points 4 Criteria The Host Responds to Cues Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Executive/Club Lounge not in place • Concierge/Executive Lounge is a licensed concept The Host must Respond to Cues by being aware of guest's verbal and non-verbal cues and customizing the interaction appropriately without being prompted or asked 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) • Offering assistance with services and information unrelated to food and beverage • Suggesting technology solutions related to guest activity (e.g., charging, printing) Mark No if the Host did not Respond to Cues during interaction EXLNG524 MGS Search OPS-FRO-175 OPS-FNB-036 Guest name used during the experience, when known Q# CABEXL9902 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175B OPS-FRO-175
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 48 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. Further assistance offered to the guest Q# CABEXL9905 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 2 MGS Search OPS-FRO-175B OPS-FRO-175 Warm and sincere closing offered and appreciation demonstrated Q# CABEXL9906 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 4 MGS Search OPS-FRO-175 The overall experience met guest expectations and was free of negative detractors Q# CABEXL9907 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Core Service Points 0 MGS Search OPS-FRO-175B OPS-FRO-175 Food areas are clean and well-stocked Q# EXLNG522 Group Executive Lounge/Club Lounge Category / Area To Address Staff Service / Touchpoint Service Points 2 Criteria Food areas are clean and well-stocked Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Executive/Club Lounge not in place • Executive/Club Lounge is a licensed concept • Executive/Club Lounge is completely closed and not available for guest use Food areas must minimally be: • Clean • Well-stocked Mark No if any of the above criteria is not met EXLNG522
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 49 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. MGS Search OPS-HKP-088 M Club is accessible to guests 24 hours per day 7 days a week (EMEA, US/CAN) Q# EXLNG527 Group Executive Lounge/Club Lounge Category / Area To Address Brand Promise / Operational Product Points 2 Criteria M Club is accessible to guests 24 hours per day 7 days a week (EMEA, US/CAN) Mark N/A if any of the following: • Hotel does not have an M Club • Hotel is located in AP, CALA M Club must be accessible to guests 24 hours per day 7 days a week. Mark No if M Club is not accessible 24/7. EXLNG527 MGS Search OPS-FNB-137 M Club Evening Food and Beverage meets standard (EMEA, US/CAN) Q# EXLNG530 Group Executive Lounge/Club Lounge Category / Area To Address Brand Promise / Operational Product Points 16 Criteria M Club Evening Food and Beverage meets standard (US/CAN, EMEA) Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Hotel does not have an M Club • Hotel is located in AP, CALA M Club F&B offering must minimally be/include: • Hot hors d'oeuvres o Minimum of: ▪ (2) Hot-bite size hors d’oeuvres ▪ (US/CAN): (2) Individual dessert options ▪ (US/CAN): (2) Assorted cookies, brownies, bars • (EMEA): Cold hors d'oeuvres served between 5:30PM-7:30PM o Minimum of: ▪ Cheese display ▪ Assortment of crackers, olives, crusty bread o (2) Small bite size canapés o Vegetable crudités and dip • Beverage service o (US/CAN): Available at minimum from 5:30 pm – 11 pm o (EMEA): Available at minimum from 5:30 pm - 9:30 pm o Minimum: ▪ Alcoholic beverages ▪ (US/CAN): Beer, wine & spirits (where allowed by local law)
Basic service, cleanliness and condition detail located in the How Properties Are Evaluated During the BSA document on MGS. Page 50 | 163 Marriott International CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this material are confidential and proprietary to Marriott International and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative of Marriott International. Any other use is expressly prohibited. ▪ (EMEA): (2) Wine ▪ (1) Red ▪ (1) White ▪ (EMEA): (3) Bottled beers or (1) beer on tap ▪ (US/CAN): (2) Non-alcoholic cocktails ▪ Set-up for self-service or tended bar Mark No if any of the above criteria is not met EXLNG530 MGS Search OPS-FNB-137 M Club Morning Breakfast Buffet meets standard (EMEA, US/CAN) Q# EXLNG529 Group Executive Lounge/Club Lounge Category / Area To Address Brand Promise / Operational Product Points 16 Criteria M Club Morning Breakfast Buffet meets standard (EMEA, US/CAN) Mark N/A if any of the following: • Area is under complete renovation and not available for guest use • Hotel does not have an M Club • Breakfast buffet offered in adjacent restaurant • Hotel is located in AP, CALA M Club morning breakfast buffet must minimally include: US/CAN Morning food & beverage must minimally offer: • (2) Varieties of Yogurt • (3) Varieties of dry cereal • Scrambled eggs • (1) Protein (e.g., bacon, sausage) • Cheese • (3) Sliced fruits (e.g., pineapple, honeydew melon, watermelon) • (1) Berry (e.g., strawberry, blueberries) • Whole fruit • Fresh muffins • (2) Varieties of bagel • (3) Bread options (e.g., English muffin, raisin bread, white bread) • Juice EMEA Morning food & beverage must minimally offer: • (2) Milk options • (3) Varieties of cereal • (2) Varieties of muesli o Condiments (e.g., sugar, raisins, nuts) • (2) Bulk yogurt • (1) Single portion yogurt • (3) Cold cuts (e.g., ham, salami, turkey) • (2) Cheese (e.g., sliced, artisan cheese) • (3) Hot items (e.g., Scrambled eggs, bacon, sausage) • (3) Seasonal sliced fruits or berries • (2) Seasonal whole fruits