Marriott Rewards
Marriott Elite Enhancement
Service Essentials
Marriott BSA
General Information
100
Marriott's loyalty program
What is Marriott Rewards
100
Elite members eligible for room upgrade and late check-out.
What is Gold and Platinum Elite Members.
100
Greet the guest, Use guest's name, Establish the guest's need, Satisfy the guest's request, Thank each guest
What is GUEST Model
100
15/5 rule, warm welcome / greeting provided, good posture, smile, eye contact, and attentive listening maintained throughout the interaction, using guest name several times during check-in, well-groomed and wearing the name tag with the correct brand logo.
What is BSA Check-in Standard?
100
Operating hours of Fitness Room
What is 7am to 11pm
200
Allows members to use their points on- property via credit to their guest folio for anything that can be charged to their room - for example, dining golf and spa - and extra room nights as well.
What is Instant Redemption?
200
Marriott Rewards Members eligible for automatic 4pm check- out
What is Platinum and Gold Elite
200
Represents the things you know or information you should get in order to effectively serve the Courtyard guest. Watching for cues to guide the service you provide.
What is Courtyard Expertise
200
Acknowledge that they are mobile guest. Convey a sense of " We've been expecting you; Thank you for using the mobile check-in, we have your room ready. Recognize applicable Elite status and preferences. Verbally confirm method of payment using last 4 digits of cc.
What is BSA Mobile Check-in Standard?
200
Weekend breakfast operating hours
What is 7am to 11am
300
Greeting the member by name. Deliver level- specific benefits. Acknowledge any milestones or recent activity. Close with a sincere " Thank you".
What is Rewarding Welcome?
300
A person who is Eligible for the Personal Concierge Services.
What is Invited Rewards Members
300
Listen, Empathize, Apologize, Respond, Notify
What is LEARN Model
300
Not Pepsi products that should not be offered in The Market
What is Coca Cola Products
300
Hours the hotel shuttle runs to the airport
What is 24 hours
400
Top 5% of Platinum members (room nights + years in program ).
What is Platinum Premier
400
Provides opportunities to surprise and delight Elite members during their stay. Shows appreciation to our most loyal guest. Provides highly personalized and memorable experienced.
What is Personal Concierge Service?
400
Smarts, Energy, Ownership, and 15 Service Essentials
What is Courtyard Refreshing Service Values?
400
Warm greeting provided, associate confirmed the caller's request by repeating back key details to ensure correct understanding, guest name used during experience, when known, further assistance offered, warm and sincere closing offered and appreciation demonstrated and delivery meets standard.
What is Guest Request Brand Standard?
400
Distance of the airport from the hotel
What is 4.6 miles
500
50% bonus on points, 48- hour guaranteed availability, arrival gift either tall starbucks coffee or any market item except for alcoholic drinks, beer and Sun Coast salts.
What is Platinum Elite Benefits
500
1-3 days , period required for properties to respond to a request from a Personal Concierge.
What is Standard Response
500
Identifying the severity of a problem and the high and low responsibility of the hotel to be able to choose from the following solutions like HERO, RED CARPET, EMPATHY and FIX IT category.
What is Service Recovery
500
BSA stands for
What is Brand Standard Audit
500
President of CSM
What is Gary Holmes
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