Elite Benefits
Who gets access to the MClub with their status?
Platinum, Titanium, and Ambassador Elite
How many rings before you pick up a phone?
3 rings or less
What rule should you follow to let the guest know you are engaged?
15/5 Rule
What is 1 question you should ask when guest is checking out?
Was everything to your satisfaction?
What are details about MClub that you should know?
Hours open, hours of breakfast, hours of hors'douevre hour
What is 1 thing you should always mention to the Elite member?
Complementary Upgrade (whether its from a K to a CK or they got upgraded to a Suite)
What should be completed preferably during 1st shift no later than the first couple of hours of 2nd shift?
Mobile Key
What is 1 thing you should never say out loud to a guest?
The Room Number
What is at least 1 thing you can do to offer proactive assistance?
Offer bellman to bring luggage out to car
What are details about Jesse's Grille that you should know?
Hours of food and bar as well as when breakfast, lunch and dinner will be served
Who gets Welcome Bonus Points and how many?
Gold - 500 points
Platinum, Titanium, and Ambassador - 1,000 points
How quickly should you answer and close a chat?
4 minutes or less
How many times should you refer to guest by their name?
At least twice (doesn't include confirming name)
"I am sorry that you experienced this." And follow the Service Recovery Tree
What type of ID do you need to see to sell alcohol?
Horizontal ID, Non Expired, 21+
What do you need to get someone set up for Marriott Bonvoy?
First and Last Name, Zipcode, Email, Direct or Indirect Permission
What is an appropriate greeting when picking up the phone?
"Thank you for calling the Bloomington-Normal Marriott, {Name} speaking. How may I assist you today?"
What are 5 things to check with the guest?
Length of Stay, Room Type, Time Leaving, Valid Phone # and Valid Email
What are the two ways a guest can receive a folio?
Printed (9) or Email (10)
Name Places you can recommend within walking distance
Medici, Hacienda Leon, CVS, Home Theater, Rock Restaurant, Uptown Gifts and Accessories, Apricot Lane, Garlic Press, ETC
What late checkout times does each status receive?
Silver - 1pm if available
Gold - 2pm if available
Platinum, Titanium - 4pm if available
Ambassador - 4pm or can enact their 24hr right at check in (must mention it at check in)
What should be reviewed first thing in the morning after PMS tasks?
High Actionable Cases in GXP
What are 4 things you can highlight for a guest?
Should you ask for a review?
NAUR Nothing, Nada (we lose 16 points) (now if auditor isn't here. . .get them reviews)
What can you do to accomplish Service Recovery after a complaint?
Offer Free Parking, Offer Breakfast or MClub Access, if a MB offer points (do not specify number), offer to let them speak to a Supervisor/Manager