BONVOY
The loyalty program used by Marriott International.
What is Marriott Bonvoy?
The hotel connected to the Birmingham-Jefferson Convention Complex.
The hotel connected to the Birmingham-Jefferson Convention Complex.
The first step when a guest complains.
What is listen?
This should be completed before leaving every shift.
What is a shift pass-on?
The system used to document guest concerns and service requests.
What is GXP?
Guests should be invited to join this program during check-in if they are not already members.
What is Bonvoy?
This type of guest frequently stays at our property and often arrives in groups with special rooming requirements.
Who are airline crew members?
This should be shown before offering a solution.
What is empathy?
Personal ______ should remain off the desk during work hours.
What are cell phones?
A guest reports an issue with their room. This should be entered into GXP.
What is a guest complaint?
These Elite members should always receive recognition at check-in.
Who are Platinum, Titanium, and Ambassador Elite members?
This department cleans guestrooms and public spaces.
What is Housekeeping?
When a guest is upset, ownership means doing this.
What is taking responsibility and following through?
This should occur with every guest interaction.
What is greeting the guest professionally?
Entering cases into GXP helps departments do this.
What is track and resolve guest issues?
This mobile feature allows guests to use their phone instead of a room key.
What is Mobile Key?
This department responds to maintenance concerns such as AC issues, plumbing problems, and room repairs.
What is Engineering?
A guest's room is not ready at arrival time. Name one appropriate recovery action.
What is apologizing, offering updates, providing an amenity, or storing luggage?
This should be reviewed carefully before assigning a room.
What are guest preferences and special requests?
After a guest issue is resolved, agents should do this.
What is follow up with the guest?
One of the easiest ways front desk agents can impact future business.
What is enrolling guests in Marriott Bonvoy?
A major factor in creating a great first impression for every guest.
What is the arrival/check-in experience?
A guest had multiple service failures during their stay. What system should document those concerns?
What is GXP?
One thing every agent should do before ending their shift to support the next team.
What is communicating open issues and unresolved guest concerns?
The ultimate goal of GXP documentation.
: What is improving guest satisfaction and preventing repeat issues?