Brand Standards
This surprise audit determines how well we follow Marriott guidelines
What is a BSA?
Marriotts system to review new arrivals, guest satisfaction scores and respond to guest Chat requests
What is MGS?
Employee Rate Code
What is MARI/MARH?
A guest who has 100+ nights and $20,000 spend per year
What is an Ambassador?
What is the Day of Arrival?
What is a further assistance?
A dashboard used to plan for upcoming arrivals
GPS / Guest Planning Screen
$99 Military or Government Employee
What is GOV?
75% more points
What is a benefit for Titanium Members?
The main standard that Marriott looks at in the Guest Service Survey.
ITR / Intent to Recommend
What is the guest's room number?
Marriott's online training is found here
What is the DLZ/Digital Learning Zone?
This code allows us to take an advance deposit at any time after the reservation is made.
What is APXX?
50 Nights
How many nights a guest must stay to become a Platinum Member
This allows us to run a credit card on behalf of someone else and is noted on the folio
CCA
This must be acknowledged at Check-In
What is a member's Bonvoy level?
The "Cases" Dashboard allows us to do this.
What is chat with the guest in real time or file maintenance work orders
Complimentary Night
COMA/COMB
4:00 pm
How late can a Platinum or higher check-out (based on hotel availability)
The person/people responsible for ensuring a guest has a positive experience
Who is every single team member?
15/5
What is the rule that says we must make eye contact at 15 feet and greet the guest at 5 feet?
3 Times Minium
How often should we review MGS dashboards during our shifts?
2K per Day Promotion
What is UBUP or UBUN?
25 nights
How many nights are required to become a Gold member?
82%
What did we score in our last audit in April?