Take Ownership
Using this means minimizing asking the guest to repeat themselves
What is Active Listening?
Asking ‘Business or Leisure’ or ‘Attending a group or convention’
What is determining the ‘reason for travel’?
Finding alternate properties that fit within a guest’s budget
What is cross selling?
Solution to offer the guest when the dates they want to stay at the property are sold out.
What is Crossing Selling?
POMS Disposition for someone attending a funeral
What is an 'Inappropriate time to ask'?
“Where will you be traveling?” “Which hotel may I book for you?” “How many adults in the room?”
What is mandatory information or effective questions?
Marriott Vacation Club, Allianz, and Chase
Who are our proactive offer partners?
A way to save money and earn points for free night stays
What is being a Bonvoy Member?
When you have availability, and the guest is going to hang up without booking
What is Recommend the Hold?
What is creating the sense of urgency?
Verifying 1 item from Column A and one from Column B
What is performing Account Security?
Reacting to what an upset or frustrated guest is saying
What is showing Empathy / de-escalation?
Offering options such as an “upgraded room” or “better views” when offering rates
What is ‘upselling’?
S9R GOV AAA
What is Cluster code?
It’s a big sports event weekend! Reserve now while there is still rooms available.
What is creating a sense of urgency?
Hotel name, check in check out date, number of rooms, number of guests and room type
What is a New Reservation Recap?
Understanding, Belonging, Control, Special and Potential
What are the five Human Truths?
Which room do you prefer?
What is Asking for the Sale?
Best way to narrow hotels down by preferred rate/price range
What is the price filter?
When you book directly with Marriott you will receive points for your stay.
What is Promoting Loyalty?
Hotel charges for children over the age of 13.
What is updating the correct number of guests in the room?
Having a smile in your voice and using proper tone
What is Vocal Presence?
These reservations are ineligible to earn Marriott Bonvoy points
What is a 3rd party reservation?
Term for encouraging the caller to make the reservation
What is secure the sale or recommend the hold?
Ask questions! Show genuine interest in finding alternate solutions
What is identifying the objection?
Final sales opportunity at the end of every call
What is asking for additional reservations?