General
Which statement accurately describes the use of Sertifi in the credit card authorization process?
Sertifi can be used for both Card Not Present and Virtual Credit Card transactions. Marriott hotels must utilize Sertifi for Card Not Present authorization forms.
What is the first step in enrolling a guest in Marriott Bonvoy?
Invite the guest to join by asking,“Are you a Marriott Bonvoy Member?” and“Would you like to join?”
What service behaviors are required during guest arrival?
Follow the 15/5 Rule, maintain eye contact, provide a warm greeting, maintain good posture, be professionally groomed, and provide a sincere closing.
What should associates never say regarding Guest Satisfaction Surveys (GSS)?
They must never ask guests to "rate us a 10" or encourage specific survey scores.
Which members are eligible for suite upgrades when available?
Platinum Elite, Titanium Elite, and Ambassador Elite members.
Within how many hours should guestVoice alerts be responded to?
Within 72 hours.
What are verbal cues?
Verbal cues are words, tone, and expressions used by guests that provide insight into their needs, concerns, and expectations.
What is the second step in the enrollment process?
Capture the guest's information using the enrollment site, PMS, or QR code brochure and verify all entries for accuracy
How many times should the guest's name be used during the stay?
At least twice during interactions when the guest's name is known. Simply confirming the reservation name does not count.
Provide a warm and sincere closing E.g., "Enjoy your stay", "Thank you for joining us today", "Have a great night"
Is it acceptable to offer Marriott Bonvoy points in exchange for survey scores?
No. Any GSS incentives, including Marriott Bonvoy points, are prohibited
What late checkout benefit do Platinum, Titanium, and Ambassador members receive?
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Guaranteed late checkout up to 4:00 PM
What triggers a GSS alert?
A survey score below 6.
A guest complains that the Wi‑Fi is not working and they cannot work. What is the best empathetic response?
Acknowledge the inconvenience, apologize sincerely, and show understanding of the guest's situation before offering a solution.
A colleague enrolls a guest in Marriott Bonvoy and provides the membership number and brochure. What important step should still be completed?
The colleague should verify that all information entered is accurate, including a valid email address, and explain the benefits available to the new member.
What are three examples of proactive additional assistance?
Name four items where third-party advertising is prohibited.
Key cards, umbrellas, ashtrays, and public area signage.
What should associates do for non-members at check-in?
Offer Marriott Bonvoy enrollment and explain program benefits
What triggers a Marriott Verified Review alert?
A score below 3.
How can you apologize authentically to a guest?
Use personal “I” statements such as“I apologize for the inconvenience this has caused you.” This demonstrates ownership and sincerity.
What are the four steps of Marriott Bonvoy enrollment?
How many associates must offer proactive assistance during arrival?
At least one associate during the arrival experience
How should a Front Desk Associate acknowledge a Bonvoy member during check-in?
Verbally acknowledge the member's status and mention at least two membership-specific benefits.
Name three benefits that can be highlighted to non-members.
Member Rates, Free Wi‑Fi, Mobile Check-In, Mobile Chat, or Mobile Key
What minimum response rate must the property maintain for alerts?
Answer: 90%
What is the purpose of effective problem solving at the Front Desk?
To understand the guest's concern, show empathy, identify the root issue, and provide an appropriate solution that restores guest confidence.
with-in 72 hours
Name three Marriott Bonvoy benefits you can share with new members
What are the minimum check-in standards?
Review room type and requests, confirm number of keys, hand over key packet, discreetly show room number, provide directions, and complete check-in within 5 minutes
Which elite members are eligible for complimentary room upgrades when available?
Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members
Which four metrics should appear GREEN during a Health Check?
Mobile Keys Delivered %, Cases per 100 Rooms per Day, Chats Responded Within Goal Time %, and High Actionable Insights Reviewed.
Explain the Guest Voice Rating Matrix
9 & 10 Promoters
8 & 7 Passives
6 to 0 Detractors