BSA
How many times minimum we should use a guest's name (if known) during an interaction
2 times
It takes 10 nights to reach this level of Elite Status
What is Silver Elite?
This is what L.E.A.R.N stands for.
What is Listen, Empathize, Apologize, React, Notify?
This is the Group Housing Coordinator for NuSkin.
Shandi Rose
How do you create a share in PMS? (what letter)
The maximum amount of time (including time in queue) it should take to check-in a guest per the BSA
5 minutes
This is the top (secret) level of all Bonvoy Elite Members?
Cobalt!
This is the term for having the autonomy to solve problems through taking ownership of an issue and, if needed, offering compensation without management approval.
The name of the NuSkin VIP
Katsumi Kaneko
These are the rate codes to ensure the guest does not see a rate on an OTA reservation
D7, D9
3 things needing to confirm during the beginning of a telephone script when taking a room service order
Room number, guest name, how many are dining
These members spend 59.2x more than non-members at our hotels annually.
Who are Ambassador Elite Members?
At what level is the most meaningful resolution?
The Host Level
How the staff for the group are being billed
SRT with parking included
This billing process means Marriott will bill the third party for the night(s) booked
Direct Bill
This is how many 16-point questions there are during the check-in portion of the BSA
3
This is the percentage of annual revenue that comes from Elite Member reservations
These are three compensation options to use for service recovery (name 3)
•Points
•F&B Credit (Dinner, Breakfast, Starbucks, etc.)
•Room Discount
•Comp internet
•Comp dry cleaning
How many rooms are projected to be filled by the group on Thursday the 10th
308 rooms
This is the rate on the CASH side of a cash & points reservations
$140
"Thank you for using mobile check-in"
"We've been expecting you"
These are the non-qualifying rates on which members can earn points? (Name 3)
airline rates
free night awards
cash + points awards
rooms billed to a master account
OTA rates
Explore Program rates (changing in Nov)
What is the price of 1000 Bonvoy Points?
$5.50
These are the 3 most important things to the group that we execute!
Clean sleeping rooms
Easy access to Salt Palace
Smooth Check-in
We see a rate posted on the ZZ side of a redemption reservation. What does this rate signify?
Taxes for the rate