The More the Marriott!
The 15/5 Rule
What is acknowledging the guest at 15 feet and greeting them at 5?
* We should always be the first and last to speak pleasantly. Always finish with a thank you or proactive assistance!
Benefits of DLZ
What is:
Learning new things
Gaining confidence and growth in role through learning and curiosity
Earning 75 points per day reading announcements staying up to date with Marriott news
2 benefits of being a Marriott Bonvoy Rewards Member
What is
- Earn points on stays or through our partners towards free nights, merchandise and more
- Profiles allowing for a more experience
- Members only rates and discounts
- Special Event Opportunities and Experiences
We can find up to date news about changes, standards and anything Marriott here
What is MGS?
MGS is your resource for updated news, changes, standards and more. You can follow up to 100 pages and look up 1000's more!
Important financial task required on every shift
What is count my drawer to $250 and drop everything over it.
Close Shift and ensure amounts match. Investigate any discrepancies.
Always enter In a Pinch purchases right away to avoid errors
Platinum and Titanium are rewarded with this late check out time.
What is 4:00 pm?
This is a benefit they are entitled to. When you check them in, confirming all information including loyalty status, please remind them of this benefit and confirm if they would like to take advantage of it. Most will not due to early morning meetings and departures but it's a great way to remind them of a valuable loyalty benefit! Remember to update the late departure so that housekeeping will not bother them during their extended time and can plan accordingly.
Chats must be responded to within this time frame.
What is 5 minutes?
Please keep the volume up and SPOG open so that you can hear chats and cases as they come in and respond quickly.
all chats and cases that come in on your shift are your responsibility to respond to and close.
Marriott's G.U.E.S.T. model
What is
Greet the guest warmly
Understand the guest's needs
Engage the guest
Solve the issue / Provide assistance
Thank the guest and invite them to return
Please make sure that we are always looking up and greeting the guest as they come through the door.
Celebrations may provide opportunities to shine; follow up and ask how their event was, etc.
offer up local flavors and fun; find things in common; compliment the guest
If there's an issue, use the L.E.A.R.N. model and resolve or provide assistance.Thank the guest for choosing us; thank the guest also if loyalty member
2 Benefits of being an Ambassador
What is:
24 c/I and c/o
Special Welcome Gift placed in room
Handwritten card from the GM
24 Hour Concierge
Ambassadors are highly valued loyalty members and deserve VIP treatment! Please ensure that you alerting the FOM/GM prior to arrival to ensure a gift as well as handwritten card from the GM is provided. Personalized service is key with these guests as they spend 100+ nights per year with us AND $23,000 on their Bonvoy credit card!
Place where guest can make reservations, see past, current and future stays as well as stay up to date on special offers and promotions
What is the Bonvoy App?
Please familiarize yourself with the app so that you can see it through the guests' eyes. Encourage them to use their app
Information verified at check-in
What is:
Name / ID Match
Address
Number of nights / Checkout day
Room Type
Check-out time for Elite members
People eligible to enroll in Bonvoy Rewards
Who is Everyone?
if a Bonvoy number is not listed on profile, please explain benefits and enroll