What Is
What is the system we use to answer surveys
What is Guest Voice
What is the rule that is used to greet guest?
15-5 Rule
The 15/5 rule, used by Marriott, is a customer service guideline where employees acknowledge guests within 15 feet and engage them within 5 feet. It's meant to create a welcoming and personal experience, regardless of whether the guest is a guest or an employee
What if a guest has TV issues and you do not have space to move them what do you offer?
Points, meal on us, something from the market
What time does a Silver Elite member get depending upon availability.
1pm
L-stands for? Name 1 skill to use in guest conflict
Listen
What is the system we use to communicate with guest via chat
What is GXP
What are the 5 things that we are to collect at check in?
What are ID, CC, Phone numbers, Email address, Home address
What if a guest complains that their toilet is stopped up and there is no MT but you have 20 check ins left?
LEAR You mention that you are the only one at the desk for the moment so it may be a little while before you get to them to try and handle the situation or if they dont mind grabbing the necessary tools
Which Elite member can get a 4pm checkout
Titanium
E-Stands for? Name 1 skill to use in guest conflict
Empathy or Empathize
What is the system we use to in GXP to verify Explore Forms
What is resources then to Marriott Discount Form Look-Up
What are you supposed to do if you have a check in after audit and the cards declined
What is handle the adjustment?
What if there is a non IPO group in house what areas are prepped?
Market, Elite Station complimentary station, Cards
If I walk a Platinum Elite member what are they owed
What is $100 Cash plus 90,000 points
A-Stands for? Name 1 skill to use in guest conflict
Apologize
What should be the first thing you print on your shift
What is the emergency report aka 911 report
ID
CC FOR INCIDENTALS
PHONE NUMBER
EMAIL ADDRESS
PERMISSION TO SIGN THEM UP FOR BONVOY
What if I am a Titanium Elite member checking in what are you to ask me after ID AND CC?
What is if they would like points or breakfast for their welcome gift?
Will they be needing a late checkout?
Which Elite member gets a handwritten card
Ambassadors
R-Stands for? Name 1 skill to use in guest conflict
Resolve
What is the next step after answering a GXP
What is close the case?
even if you are having a conversation and they are going to respond to you. The cases are to be close because we get charged when we are over time.
A guest checks in with you, what are you to do 15 minutes after they have arrived?
What is Call the guest and confirm that everything is okay in the room?
Im a regular guest checking in what are 3 important things I should know
Breakfast/Dinner hours
Housekeeping is every other day unless request daily
membership opportunity
(bonus pool)
Which elite members are guaranteed space but not room types?
What is Silver and Gold Elite members
N-Stands for? Name 1 skill to use in guest conflict
Now