Marriott Bonvoy Benefits
How many Marriott Bonvoy member tiers do we have?
Member
Silver
Gold
Platinum
Titanium
Ambassador
6 Total
Nicolas Cipranni:
Business Guest
Remarked that he is upset with his airline
Inquired where to buy clothes due to lost luggage
Staying for one night
Provide the guest with a list of shopping options (JCPenny by us or the Cordova Mall) and directions
My room was not cleaned before I was checked in. Someone else's trash is there!
Offer a apology
Offer the guest to move rooms
If there are a Marriott member, offer points
If not a member, let the guest know you will speak to management about a discount
My room key does not work
Offer guest a apology
Verify the name on the reservation (Make new room key)
Let the guest know if their room key is near their phone or in their wallet, it can deactivate
There is another guest smoking in the hallway outside my room. I thought this was a non smoking hotel
Offer the guest a apology
Reassure them this is a non smoking hotel
Let the guest know you will handle the situation with the other guest
What is one benefit of being a Silver Elite Member?
Priority Late Checkout
Mick Yoder
Business Guest
In town to prepare for a fundraising event taking place in 6 months
Inquiring about group discounts for hotel rooms
Staying for one night
Inquiry all the necessary details: Dates, how many rooms, room types needed, client name and phone number
We can let the guest get in contact with Elaine, as she does the sales on our property (She will then get in touch with our sales director as well)
The air conditioning is not working in my room and this is my second time calling for help!
Offer your apologies
Let the guest know we will send engineering up to take a look at it
If the issue cannot be resolved, offer to move the guest (Again points for member or discount for not)
I am not feeling well.. My son had the flu before I left home. I hope I am not coming down with it.
Empathize with the guest about how being sick can be overwhelming, especially with a child
Offer Dayquil medicine we have down here for the guest to have if needed
When I was taking a shower, I looked down and found all this nasty hair in the drain. It's not mine! I can't shower in there. I had to get out!
Offer guest a apology
Offer to clean out the drain, to make it easier on the guest's mind
If not, offer to move guest to another room
We can offer points or discount for inconvenience
Gold
Platinum
Titanium
Ambassador
4 Total
Gunther and Patsy Walinski
Leisure Guests
Mentioned they only stay at Marriott hotels
He walks slowly with a cane
Staying for 2 nights
Thank the guest for their loyalty with Marriott Bonvoy
Offer a first floor room, if available
Offer to assist with luggage
The reception on my television is pathetic! The movie has started and I can't see it. I called 20 minutes ago and still nobody has been here to fix it.
Offer the guest a apology
If this is during the day time, offer the guest for engineering to come take a look at it
If it's at night time, take a look at it for the guest.
If it's still a issue, offer a room move if possible (Points or discount)
There was a bag of garbage outside of my room this morning when I left for work. I just arrived to my room, and it's still here.
Offer guest a apology
Offer to take the trash out for the guest
Offer points or discount for the inconvenience
It's raining and I had to park across the street because your parking lot is full. I paid for a room tonight- and I don't get a parking spot? That's ridiculous!
Offer guest a apology
Check to see if there are any available spots (Sometimes there will be a big truck parked taking up multiple spots)
If so, call the guest with the truck (if known) to move so the guest can park
Offer back parking by the Firestone
Which Marriott Bonvoy members can recieve the enhanced wifi code?
Gold
Platinum
Titanium
Ambassador
4 total
Pierce Weathers
Business Guest
Watches sports on the TV in the lobby
Asks if there are local family restaurants that would take a large party reservation
Staying for 2 nights
Provide the guest with the restaurants we have in the area, and you can always call the restaurants as well to see if they can take any large parties
There are kids running up and down the halls! I need to get sleep!
Offer guest a apology
Try to find the source of the running kids
Speak with the kids parents if possible about them running up and down hallways
If the issue continues, call management
Offer guest a apology
Let the guest know next time, we can offer directions to the hotel if they give us a call
Offer guest a complimentary water
I was washing my face and looked up to find a big roach on the wall. I'm on the third floor! Why are there roaches?! It's absolutely disgusting.
Offer guest a apology
Offer to exterminate the roach
Offer to move guest to another room if they would like
Offer points or discount if necessary
How many bonus points does Platinum, Titanium and Ambassador members receive as a welcome elite gift?
500 points
Javier Santos
Business Guest
Heard him speaking another language on his cell phone
Stated he is here to open a restaurant in the area
Staying for 6 nights
If there is a language barrier, try to either find a coworker to help assist, or use Google translator
Ask the guest about the process of opening a restaurant (Let the guest know about all the different restaurants here in the area), and help give him some ideas
I had a really hard travel day and now just want to find a quiet restaurant to get a bite to eat. All the restaurants nearby are really crowded, and have a long wait. I'm starving!
Empathize with the guest about having a long travel day
Offer any type of restaurant in your knowledge that may have a lower wait time for the guest to go to
You can also offer delivery options, DoorDash, etc. if the guest does not want to leave property
My flight was delayed and now I am late to a big dinner meeting
Offer guest a apology
Offer to assist with carrying luggage to room, so they can make their dinner meeting
If they do not have a car, call a cab service to come pick up the guest ASAP
I am a Marriott Bonvoy Platinum Elite member and there was no acknowledgement of my status when I checked in.
Offer guest a sincere apology
Reassure the guest that their loyalty is very important to us
Offer the guest additional bonus points for the inconvenience
If the guest would like a Market item, they may select one for free as well