会员礼遇
Member Benefit
Member Benefit
请说出基础会员可以享受的礼遇。
Please describe the benefit new members can enjoy.
免费无线网络 Free Wi-fi
会员价格 Member Rates
手机服务 Mobile Guest Services
餐饮折扣 Dining Discount
会员可以通过累积有效房晚升级会员等级，累积房晚的周期是根据什么订立的?
Member can accumulate qualifying nights to upgrade membership level. What is the period of accumulation?
根据日历年，从一月一日至十二月三十一日
Based on calendar year, 1st January - 31st December
员工是否可以成为会员?
Can employee enroll as a member?
可以，欢迎员工参与会员计划，享受相关福利礼遇
Yes. Associates are encouraged to participate in Marriott Bonvoy to enjoy the privileges and benefits.
如何使用手机服务?
How to use the Mobile Guest Services?
通过下载万豪旅享家手机 APP
Install Marriott Bonvoy APP on mobile devices
检查会员相关信息的报表的英文缩写是什么?
What is the short form of reports used to audit Marriott Bonvoy related activities?
MBV
请列举金卡会员的欢迎礼遇 (适用于 W)。
Please list the Elite Welcome Gift of Gold Elite (Applicable to W).
500 积分 points
如果要成为金卡会员，需要累积多少有效房晚?
In order to become a Gold Elite, how many qualifying room nights is required?
25
请说出其中两个登记会员的方法。
Please describe TWO methods to enroll member.
1. 在前台通过 PMS 登记 Through PMS at Front Desk
2. 酒店专用在线注册网站 Through hotel-specified website
3. 前台展示的登记二维码 Through QR code displayed at Front Desk
手机房卡是否可以在多台手机上同时使用?
Can Mobile Key be used on multiple devices?
不可以，手机房卡只可以在一台手机上使用。
No. Mobile Key is only activated on one mobile device per stay.
查阅报表的负责人有哪些？请列举两个。
Who is responsible for reviewing report? Please list TWO.
前厅经理 FOM, 房务总监 DOR;
餐饮经理 DOFB, 水疗经理 Spa Manager;
宴会总监 Event Director, 销售总监 DOSM;
人力资源总监 DOHR;
财务总监 DOF;
总经理 GM
请列举不同等级会员的餐饮折扣。
Please list the dining discount for different membership levels.
会员 Member / 银卡 Silver Elite: 10%
金卡 Gold Elite: 20%
白金卡或以上 Platinum Elite or above: 30%
请按顺序列举万豪旅享家的会员等级。
Please list the membership levels of Marriott Bonvoy in order.
会员、银卡、金卡、白金卡、钛金卡、大使会员
Member, Silver, Gold, Platinum, Titanium, Ambassador
请说出其中两个不会计算在登记机会里的房价。
Please describe TWO room rates that are NOT included in opportunity calculations.
11 – 航空公司 Airlines Distress
25 – 积分预订 / 升级 Rewards Redemption and Upgrades
27 – 员工 25 周年价格 Quarter Century Club
50-59 – 合约价格 Contract Rates
60-69 – 免费房间 Complimentary Rates
关于手机办理入住的目标，发送房间准备状态信息的目标是百分比之多少?
For Mobile Check-in, what is the required percentage of room ready notification sent?
90%
请说明什么是 "第三方欺诈 – 倒房" 。
Please explain the situation of "Third-party Fraud – Room Seller"
万豪旅享家精英会员向其他享有精英礼遇（即客房升级）的人出售房晚和行政酒廊使用权）并以欺诈方式赚取积分和精英住宿积分。
Marriott Bonvoy Elite members sell room nights to others with Elite benefit (i.e., Room upgrade and lounge access) and earn points and Elite night credits fraudulently.
请列举白金卡或以上会员的欢迎礼遇 (适用于 W)。
Please list the Elite Welcome Gift of Platinum Elite or above (Applicable to W).
1,000 积分 points per stay; 或 OR
备品 amenity per stay; 或 OR
早餐 (会员本人+1位) breakfast in restaurant per day, member +1
请说出哪三个等级设有终身会员。
Please explain which THREE membership levels offer Lifetime Elite Status.
终身银卡 Lifetime Silver Elite
终身金卡 Lifetime Gold Elite
终身白金卡 Lifetime Platinum Elite
请说出如何计算登记成功率。
Please explain how to calculate enrollment success rate.
登记数量 除以 机会 = 成功率
Property Enrollments divided by Enrollment Opportunity = Success Rate
请说出手机服务的四个功能。
Please describe FOUR functions of Mobile Guest Services.
手机办理入住 Mobile Check-in
手机房卡 Mobile Key
手机服务需求 / 聊天 Mobile Requests + Chat
手机点餐 Mobile Dining
请列举 "欺诈活动 - 员工滥用" 的例子
Please describe examples of "Fraudulent Activities – Associate Abuse"
会员姓名于其中一名员工一样
员工更新客人记录让自己收取积分
其中一个非住店的客人在上个月有超过 20 笔餐饮消费，而这个会员的名字与一名酒店员工吻合
The membership name is same as an associate’s name
An associate modified guests’ profile to earn points for personal gain
A non stay member earned points from 20 F&B expenses last month. The membership name is one of the associate’s name.
请说出两个专属于大使级会员的礼遇，并具体说明。
Please describe and explain TWO benefits that are exclusive to Ambassador Elite.
大使服务 Ambassador Service
专属服务人员会安排给会员，让会员在每次入住时专门联系，此服务是最高等级的服务。
A member is matched with a personal Ambassador (above property), who is the member’s point person for every stay. Ambassador Service is the highest level of service for members.
Your 24
提供弹性于办理入住和退房的时间，保证入住 24 小时。例如，会员可以在晚上 9 时入住，第二天的晚上 9 时退房。
Flexibility to check in and out of the room outside of normal arrival and departure times. For example, check in at 9 p.m. and check out at 9 p.m.
请说出成为大使级会员的条件。
Please describe the requirement for becoming an Ambassador Elite.
一年内 100 或以上有效房晚;
消费 US$14,000 以上 (2021); US 20,000 或以上 (2022)
100+ qualifying nights in a calendar year and US$14,000 in qualifying spend in 2021 / US$20,000 in qualifying spend in 2022.
请说出如何计算当天登记的机会。
Please explain how to calculate enrollment opportunity on day of arrival.
抵店数量 减去 会员数量 减去 不适用房价 = 机会
Total Arrivals - Existing Members - Excluded Rates = Opportunity
关于手机服务需求和聊天的目标，要求百分之多少的聊天在指定时间内回复? 平均回复时间的要求是多少?
For Mobile Requests and Chat, how many percent of chats are required to respond within priority time? What is the required average time taken to respond?
85% 聊天在指定时间内回复
85% of chats responded to within priority time
平均回复时间为 3 分钟
Average time taken to respond is 3 minutes
请说出三个审计常见问题。
Please describe THREE common audit findings.
房价有效性报表 Rate Eligibility Report
会员登记报表 Enrollment Report
客房管理系统报表 Opera Reports
MBV6 更正错误入住信息 MBV6 Stay Error Correction
共用登入账号 Sharing of User ID
登录权限 Access Right
万豪旅享家活动 Marriott Bonvoy Events
欺诈活动 - 员工滥用 Fraudulent Activities – Associate Abuse
第三方欺诈 – 倒房 Third-party Fraud – Room Seller