Shaping Service
Make eye contact and smile followed by a warm greeting.
What is 15/5 Rule?
BSA stands for
What is Brand Standard Audit?
What are the 6 levels of the Marriott Bonvoy Loyalty Program in order?
What is Member, Silver, Gold, Platinum, Titanium, and Ambassador?
recite the last associate promise
Celebrate a job well done.
recite the last guest promise.
Give guests the service that makes them want to return.
This is used when a guest has a negative experience.
What is L.E.A.R.N?
What is the last question you ask before ending a conversation with a guest?
Is there anything else I can assist you with?
Which memebers get a 4PM checkout.
What is Platinum, Titanium, and Ambassador?
recite the first associate promise
Build team unity through respect and trust.
recite the first guest promise.
Provide a hotel that is clean, fresh and reflects the highest quality sandards.
What is the acronym for L.E.A.R.N
What is Listen, Empathize, Apologize, Reslove, Notify?
What MGS Application is used for the pre arrival process.
What is GXP?
Which members are offered a room upgrade.
What is Gold, Platinum, Titanium, and Ambassador?
recite the second associate promise
Cultivate a warm and positive environment
recite the third guest promise.
Respond promptly to any needs guests may have.
Delivery time for guest requested items.
(hint: when time is stated and not stated)
Deliver the item within (5) minutes of the stated time, OR no longer than 30 minutes (if time is not stated).
where you find all of the Brand Standards and any information regarding Marriott.
What is, Marriott Global Source (MGS)?
Suite upgrade is excluded for which high tier member.
What is gold?
recite the third associate promise
Show pride in who we are and what we do.
recite the second guest promise.
Provide a hotel that is clean, fresh and reflects the highest quality standards.
What are the four quadrants of the Service Recovery Model?
What is Hero, Empathy, Red Carpet, and Fix It?
Name one of the three Mobile check-in welcome standards.
1)Acknowledgement that they are a mobile guest. 2)Convey a sense of "We've been expecting you". 3)Recognize preferences (e.g., Room type).
What are the requirements you have to meet in order to reach Ambassador Elite status?
(Hint: spending and nights)
spent at least 20,000 or more and stay in a Marriott hotel and more than a 100 nights out of the year.
Recite the complete associate promises.
We promise to always
Build team unity through respect and trust, cultivate a warm and positive environment, show pride in who we are and what we do, celebrate a job well done.
Recite the complete guest promises.
We promise to always
make guests feel welcome, provide a hotel that is clean,frest and reflects the highest quality standards, repond promptly to any needs guests may have, give guests the service that makes them want to return.