Check-in Standards
What we offer to non-members at check-in.
What is Bonvoy Enrollment?
Every staff member should be wearing one.
What is a nametag?
The Bonvoy levels that are entitled to a 4:00pm checkout time.
What is Platinum, Titanium and Ambassador?
What we say at the end of every interaction.
What is an offer for further assistance?
The amount of cases we must create in a day.
What is four?
What must we acknowledge during a member check-in.
What is their Bonvoy status and two level-specific benefits?
What must be maintained by staff.
What is posture and good eye contact?
Something every member is eligible for.
What is a member rate, mobile chat, Free Wifi, mobile key & check-in?
The amount of times the guests name must be minimally used during an interaction.
What is once?
We serve this Monday - Thursday nights, and goes along with the green apples in the lobby and the bookmarks in the room.
What is Rest Tea service?
What is checkout time?
Required to be worn by every staff member, will differ depending on department.
What is a uniform?
The service that is available only for the highest level of Bonvoy.
What is the Ambassador service?
Using the 15/5 rule, we do this at 15ft.
What is make eye contact and smile?
The time in which a chat should be answered.
What is fifteen minutes?
We must always mention this at check-in with member gold and above.
What is an upgrade or if none are available the members upgrade eligibility?
When a guest is at the desk the associate should be doing this.
What is standing?
What every member earns when they stay at our hotel, regardless of their method of payment.
What is nights towards their status?
Using the 15/5 rule, we do this at 5ft.
What is maintain eye contact and provide a warm greeting?
The amount of days we have to close a CEC case.
What is three days/seventy two hours?
The time the check-in should be completed within.
What is five minutes?
The manner in which an associate should present themselves.
What is professional?
The amount of points members earn per dollar spent at our hotel.
What is five points per dollar spent?
The name of Marriott's guest service recovery model.
What is LEARN?
The timer stops for chat cases when this occurs.
What is a response from on of our associates?