Elite Status Benefits
List two benefits of Silver Elite status.
What are any of the following:
-Priority late checkout (based on availability)
-10% earning bonus on points earned at Courtyard
-Ultimate Reservation Guarantee (no walk policy).
This is what we should ask people on the phone when we recognize or suspect that they are making a reservation on behalf of another person.
"Will the credit card be present with the guest at check in?"
-Talk about why we would ask this.
You must use ___________ three times during the check in interaction.
What is: the guest's name?
Define service recovery, in your own words.
What is: the company's resolution of a problem from a dissatisfied customer, converting them into a loyal customer. It is the action a service provider takes in response to a failure to provide satisfactory service to a customer.
You can find Marriott Bonvoy member benefits here:
What is: on Eric's door
List two benefits of Gold Elite status.
What are any of the following:
-Welcome Gift of Points (250 pts added automatically at check in)
-2pm Late Checkout (based on availability)
-Enhanced Room Upgrade (based on availability; excludes suites)
-Enhanced Wifi
These kinds of reservations are NOT eligible to earn points or receive Marriot Bonvoy membership benefits.
What are: 3rd Party prepaid reservations?
-Discuss why it could be problematic to have a member's profile attached to a reservation that was booked and prepaid through a third party.
You must confirm the following details of the reservation with the guest upon check in...
What is:
-Room type, number of nights, rate (AAA, senior rate, etc.), method of payment, and special requests.
List the name of the model which Marriott uses to help employees remember how to effective use service recovery, and the individual steps.
What is: the LEARN method?
L - Listen, E - Empathize, A - Apologize, R - React, N - notify
A guest wants to set up a shuttle to take them to the airport in the morning. You can figure out if the shuttle will be available to take them to the airport at their requested time here...
What is: the maintenance and houseman schedules?
List two benefits of Platinum Elite Status.
What are any of the following:
-50% points earning bonus
-Room Upgrade (including enhanced view or suites)
-Welcome Gift of EITHER 500 pts, or a $10/day food and beverage credit for the member + 1 gst
-4pm Late Checkout
-Annual Choice Option (5 Suite Night Awards or gift status option)
-Guaranteed Bed Type
You should always check these 2 things before making a reservation through a group block...
What are:
-House Availability (R+V+A screen)
-The VRW report
You must provide the following pieces of information to the guest at check in...
What are:
-Amenities within the hotel (Bistro hours, pool, etc.)
-Bistro to go
-Directions to the elevators/room
List one thing we can almost always do to avoid telling a guest "no" point blank and leaving them dissatisfied.
What is: providing an alternative!
A guest believes they booked a room rate that is supposed to include breakfast. You can check breakfast inclusive rate codes here...
What is: a laminated list of breakfast inclusive rate codes that hangs from a hook to the left and down from the right side front desk terminal.
In case a new rate code including breakfast has appeared, you can also check by going to Reservations (R), MARSHA functions (M), Rate Program Display (P), and typing in their rate code for a brief description of their rate.
List two benefits of Titanium Elite status.
What are any of the following:
-Welcome Gift of either 500 pts OR $10/day food and beverage credit for member + guest
-Guaranteed bed and room type
-75% points earning bonus
-Guaranteed room availability for reservations booked 48 hours prior to arrival. Marriott Bonvoy WILL oversell the hotel, up to 105%, to do this.
When someone is asking about a government rate room, what questions should we ask them to determine if they are qualified for this rate?
What are:
-Which State of Missouri or federal government agency do you work for, or which branch of the military are you in?
-Will you have your State of Missouri employee, Federal Employee or Military ID with you at check in?
-Discuss other scenarios that may arise during this conversation with a guest.
What three things must be done with regard to the guest room number and keys?
What is:
-Asking the guest how many keys are required
-Handing the guest their keys, not placing the key packet on the front desk and sliding them over to the guest
-Never say the room number aloud; gesture to where it is written on the key packet for them instead.
List three ways you are empowered at the front desk to provide service recovery.
What is:
-Offering Marriott Bonvoy points, offering complimentary food and beverage items from the Bistro or Market, offering to discount the room rate.
NOTE: You may NOT offer a room discount on third party prepaid reservations! (Discuss why).
You need to call a department manager or service provider and you don't have their phone number in your own phone's contacts. You could find this information here...
(F8, Reservations Menu (R), Rolodex Lookup (O), Enter, Name of person you want to call).
List two benefits of Ambassador Elite status.
What are any of the following:
-Your 24 (Flexibility to check in and out of the room outside of normal check in/check out times - ex: 9pm check in, 9pm checkout next day).
-Ambassador service: member is matched with a personal Ambassador (above property) who is a personal point of contact for any reservations or requests.
-Welcome gift of 500 pts OR a $10/day food and beverage credit for member + 1 guest
List the steps you need to take to handle a 3rd party prepaid reservation that uses a credit card (Priceline, Agoda, etc.).
What are:
-Tab to the middle section of the reservation where the dates are and hit F5 to see the rate for every day of the stay.
-Add up the subtotal of the rates for each day, and multiply it by 1.12975.
-Go to "more" (O), "deposits" (D), and select new; type in the amount you calculated and follow the prompts to take the deposit.
-Discuss why you would do this, and what could happen if we didn't do it.
This must be done AFTER checking the guest in to receive full credit for checking them in properly. Must explain all requirements of this action to receive full credit for the question.
What is: a courtesy call.
Must include using the guest's name, and be completed between 10 minutes and 1 hour after check in. Additional assistance must be offered. (Ex: "If there is anything I can do for you, please let me know!")
A guest's air conditioning doesn't work. It's late at night and very hot outside; maintenance is gone for the evening, and the guest is very frustrated and angry. How would you handle this?
-Use LEARN model and start by letting the guest get out their frustration (Listen).
-Empathize with the guest - "I certainly understand how frustrating this is with how hot it is outside."
-Apologize - "...and I apologize for this inconvenience"
-React - "I have another room nearby that I can move you to right now, so we can get you feeling cool and comfortable again as soon as possible. I would be happy to assist you with moving if you like, and for your inconvenience, may I offer you (insert compensation here - breakfast in the Bistro for you and your family; some cold waters or sodas from the market; Marriott Bonvoy points, or room discount)?"
-Notify - Put the room out of order and record on the Manager Follow Up Log for Maintenance to address the next day and the Guest Services Manager to follow up with the guest to ensure satisfaction, put a note on the reservation of anything you have already done for the guest so we don't offer the same thing twice.
A guest has fallen on the sidewalk outside. She reports this to you. You know you will need to fill out an internal Incident Report for our insurance company. You can find this form here...
What is: in a folder on Julie's computer desktop called "EMERGENCY FORMS"?