Fees & Folios
This is how much is held from the guests card for incidental charges.
What is $25 per night?
This is what's known as the "5-10" rule.
What is when a guest is within 10 steps, smile at them, and when a guest is within 5 steps, engage verbally?
These guests have stayed 100 or more nights per year, and have spent $20k in qualifying spend.
Who are Marriott Bonvoy Ambassador Elite guests?
Counting alcohol
Counting the cash drawer
Making a cash drop
Sending a shift report
What are things that have to be done before a shift is considered over?
This is the tier where free premium wifi begins.
What is Marriott Bonvoy Gold Elite?
110
216
218
315
317
What are handicap accessible rooms?
These are the people that can override availability, change rates, and put rooms out of order or back in order
Who are the
-General Manager (Anisa)
-Front Desk Supervisor (John)
and
-Director of Sales (Hiroko)
This is the guest service recovery model known as "H.E.A.R.T."
What is
-Hear the guest
-Empathize with the guest
-Apologize to the guest
-Respond to the guest's needs
-Thank the guest for bringing the issue to the hotel's attention?
Regeneron, Center for Internet Security (CIS), X-Ray Optical Services (XOS)
Local Negotiated Rate (LNR)