Marriott Member Benefits
How many Marriott member tiers do we have?
Member
Silver
Gold
Platinum
Titanium
Ambassador
Total: 6
Juro Kato
Business Guest
Carrying lots of luggage
Asked about running trails in the area
Spotted carrying sports drinks
Staying for 3 nights
Offer some running/hiking trails around the area
Offer local stores that carry those sports drinks if the guest needs more
Offer to assist with luggage up to the guest room
What items are required with the front desk uniforms?
Black or tan work/khaki pants
Proper shoes
Name tag
May I have some shampoo and soap? Housekeeping forgot to leave them in my room
Apologize to the guest
Offer shampoo and soap
Ask for additional assistance
How many guest rooms do we have in the hotel?
62 rooms
What is a benefit of being a Silver Elite member?
Priority Late Checkout (2 PM)
Free Wifi
Free Complimentary Upgrade, if available
Business Guest
Mentioned she is here visiting clients
Spotted with coffee from the local shop near the hotel
Asked about weekend activities in the area
Staying for 2 nights
Ask about their recommendation of the local coffee shop they went to, if applicable
What are the amenities we offer at the hotel?
Breakfast (M-F: 630 am to 9 am), (Weekend: 7 am to 10 am)
Free Wifi
Ice Machine (on the first floor)
24 hour fitness center
Indoor Pool (7 Am to 11 pm)
24 Hour coffee and fruit
Market (24 hours)
The lightbulb in the bedside lamp is out
Apologize to the guest
If maintenance is on property, offer to the guest that maintenance can assist. If not, if you can change the lightbulb for them
How many handicap accessible rooms do we have, and the room types?
3 handicap rooms
2 DBDB's (1 roll in shower, and 1 mobility tub)
1 KING (Mobility tub)
Which member tiers get the enhanced wifi code?
Gold
Platinum
Titanium
Ambassador
Total: 4
Lydia Montero
Leisure Guest
Carrying a bridesmaid dress
Observed her viewing a map of town
Overheard her talking about dance clubs with her friends
Staying for 2 nights
Ask about wedding activities, if interested
Offer local dance clubs or bars with dancing available
Which member tiers do we offer late checkouts to, and what time, per BSA guidelines?
Platinum, Titanium and Ambassador: 4 PM
My room key does not work
Apologize to the guest
Offer to make a new key
If issue is still continuing, we must look into fixing the guest door, or move the guest to another room
For tax exempt guests, what is the process?
Collect the tax exempt form from guest (We do not provide one)
Update the tax section in FOSSE (9 for tax exempt)
Print out folio and tax exempt form and put in red binder labeled Tax exempt for the correct month
What are the late checkout times for tier members?
Member- 1 pm at the latest (if not member, sign up!)
Silver- 1 pm to 2 pm
Gold- 2 pm
Platinum, Titanium and Ambassador- 4 pm
Stated she has never stayed at a Fairfield before
Mentioned that this is her first visit to your city
Wears a corporate identification badge for a technology company
Gets a cup of coffee from the lobby every morning
Staying for 3 nights
Welcome guest to our hotel and the city. Let guest know that if they need any assistance, to let us know
Make sure to have coffee fresh and ready for guest each morning
Ask about the company she works for and details, if applicable
First Impression:
How many feet should we make eye contact and smile/
How many feet should we make eye contact and provide a warm greeting?
1. 15 feet
2. 5 feet
I am a Platinum Elite Bonvoy member and there was no acknowledgement of that when I checked in.
Apologize to the guest
Assure them their loyalty is important to us
Offer points or discount (per management), or if they need to speak with a manager, they are more than welcome to
What is the process for sending a Credit Card Authorization Form?
Ask the guest the email to send it to
Go to MGS and then Sertifi
Create New, Send Authorization, put the name of the CCA, expiration date, email address and select English
How many bonus points do Platinum to Ambassador members get for their welcome elite gift?
500 points
Javier Santos
Heard him speaking another language on his cell phone
Stated he is here to open a restaurant in the area
Observed him studying restaurant menus and recipes
Staying for 6 nights
If there is another associate that is able to translate, seek assistance from them. If not, try your best to translate through Google
Ask about the type of restaurant he is interested in opening, and the cuisine offered
Offer some local restaurants in the area, and your opinion on what you think might be best to have in the area
Telephone:
1. When or how many rings before should you pick up the phone?
2. What should be your welcome message when you answer?
1. Before or at 3 rings
2. Good (morning, afternoon, evening), thank you for calling Fairfield Inn Pensacola I 10, this is (insert name), how many I assist you?
I am a Titanium Elite Bonvoy member and I want to check in early, and there are no rooms available.
Apologize to the guest, and state that check in starts at 3 pm. We cannot always guarantee early check in
Take guest information and let them know we can call them as soon as we get a room ready
When should you collect the Explore Authorization form for the employee rate?
What details do you need to look for on the form?
Always!
Look for guest name, the relationship that the guest has with the provided name on form (or themselves), and the expiration date