会员登记
Member Enrollment
Member Enrollment
员工是否可以成为会员?
Can employee enroll as a member?
可以，欢迎员工参与会员计划，享受相关福利礼遇
Yes. Associates are encouraged to participate in Marriott Bonvoy to enjoy the privileges and benefits.
今天分享的最佳实践案例是哪一家酒店的？
Which hotel's best practice did we share today?
W 香港
W Hong Kong
关于会员满意度评分，大中华地区 W 酒店首三名是哪几家酒店?
For Elite Appreciation Score, who are the TOP 3 W Hotels in Greater China?
1st W Xian 西安
2nd W Shanghai 上海
3rd W Suzhou 苏州
如何使用手机服务?
How to enjoy the Digital Guest Experiences?
通过下载万豪旅享家手机 APP
Install Marriott Bonvoy APP on mobile devices
查阅报表的负责人有哪些？请列举两个。
Who is responsible for reviewing report? Please list TWO.
前厅经理 FOM, 房务总监 DOR;
餐饮总监 DOFB，水疗经理 Spa Manager;
宴会总监 Event Director, 销售总监 DOSM;
人力资源总监 DOHR; 财务总监 DOF;
总经理 GM
提高全酒店登记会员的意识有什么步骤? 请说出其中一个
How to achieve total hotel enrollment mindset? Please explain one example.
完成 DLP 上有关忠诚度的培训 Complete DLP trainings on Loyalty
每个部门分担目标 Share goals across departments
制定每天 / 每月 / 每季的目标 Set daily / monthly / quarterly team targets
进行会员登记演练 Practice enrollment role-play
统计会员登记进度，分享成 功登记的秘诀和技巧 Track enrollment progress, share tips and tricks from top performing associates
奖励和认可表现优良的员工 Recognize & reward top performers
为成功庆祝 CELEBRATE success!
请说出如何计算登记成功率。
Please explain how to calculate enrollment success rate.
登记数量 除以 机会 = 成功率
Property Enrollments divided by Enrollment Opportunity = Success Rate
提高会员满意度的成功秘诀是什么?
What are the secret to success for elevating Elite Appreciation?
成功的秘诀是主动的联系会员客人
Secret to success is to proactively communicate with member
1. 抵达前邮件 / 聊天 Pre-arrival E-mail and Proactive Chat
2. 更新官网信息， 管理客人期望值 Hotel Website: “What to Expect” Page
请说出手机服务的其中三个功能。
Please describe THREE features of Digital Guest Experiences.
手机办理入住 Mobile Check-in
手机房卡 Mobile Key
手机服务需求 / 聊天 Mobile Requests + Chat
列举两个管控风险的措施。
Please list TWO risk management measures.
定期查阅报表 Review audit report
每月自检 Monthly self-audit
为什么登记新会员是重要的? 说出其中一个原因。
Why is it important to enroll new members? Please share one reason.
1. 50% 会员 会回到他们登记会员的酒店
50% of members return to stay at where they enrolled
2. 会员占每年全球房晚 50% 及 比非会员更高的平均房价
Members account for 50% of paid nights a year globally & have a higher ADR premium than non-members
3. 会员只需要 较低的成本 去邀请他们再次消费
Members are less costly to retain than non-members
请说出如何计算当天登记的机会。
Please explain how to calculate enrollment opportunity on day of arrival.
抵店数量 减去 会员数量 减去不适用房价 = 机会
Total Arrivals - Existing Members - Excluded Rates = Opportunity
请说出保证会员礼遇的其中两个方法。
Please describe TWO methods to guarantee Elite Benefits.
使用印刷品推广 Utilize collateral to promote
提供 餐饮礼遇 例如: 折扣优惠 Offer F&B benefits e.g. Discount
提供 会员等级的对应礼遇 例如: 欢迎备品 / 行政酒廊 Offer benefits based on membership levels e.g. Welcome Gift / Lounge Access
提供 客房升级，遵守 No Suite Go Empty 政策 Offer room upgrades and follow No Suite Go Empty policy
关于手机房卡的目标，发送房卡的目标是百分比之多少?
For Mobile Key, what is the goal of Mobile Key delivered?
85%
请说明什么是 "第三方欺诈 – 倒房" 。
Please explain the situation of "Third-party Fraud – Room Seller"
万豪旅享家精英会员向其他享有精英礼遇（即客房升级）的人出售房晚和行政酒廊使用权）并以欺诈方式赚取积分和精英住宿积分。
Marriott Bonvoy Elite members sell room nights to others with Elite benefit (i.e., Room upgrade and lounge access) and earn points and Elite night credits fraudulently.
提高全酒店登记会员的意识有什么步骤? 请说出其中两个。
How to achieve total hotel enrollment mindset? Please explain two examples.
完成 DLP 上有关忠诚度的培训 Complete DLP trainings on Loyalty
每个部门分担目标 Share goals across departments
制定每天 / 每月 / 每季的目标 Set daily / monthly / quarterly team targets
进行会员登记演练 Practice enrollment role-play
统计会员登记进度，分享成 功登记的秘诀和技巧 Track enrollment progress, share tips and tricks from top performing associates
奖励和认可表现优良的员工 Recognize & reward top performers
为成功庆祝 CELEBRATE success!
按照以下数据，登记会员的机会是多少?
Based on the data below, what is the enrollment opportunity?
抵达数量 Total Arrivals: 100
第一次入住酒店客人 First-visit Guest: 50
会员数量 Existing Members: 20
不适用房价 Excluded Rates: 20
60
(抵达数量 Total Arrivals - 会员数量 Existing Members - 不适用房价 Excluded Rates)
= (100 - 20 - 20)
= 60
哪些客人会收到 guestVoice 问卷询问有关会员满意度?
Who will receive guestVoice survey asking about Elite Appreciation?
银卡或以上会员 Member with silver tier or above;
90% 会员 90% Elite members
关于手机办理入住的目标，发送房间准备状态信息的目标是百分比之多少?
For Mobile Check-in, what is the goal of room ready notification sent?
90%
请列举 "欺诈活动 - 员工滥用" 的例子
Please describe examples of "Fraudulent Activities – Associate Abuse"
会员姓名于其中一名员工一样 The membership name is same as an associate’s name
员工更新客人记录让自己收取积分 An associate modified guests’ profile to earn points for personal gain
其中一个非住店的客人在上个月有超过 20 笔餐饮消费，而这个会员的名字与一名酒店员工吻合 A non stay member earned points from 20 F&B expenses last month. The membership name is one of the associate’s name.
为什么登记新会员是重要的? 说出其中两个原因。
Why is it important to enroll new members? Please share one reason.
1. 50% 会员 会回到他们登记会员的酒店
50% of members return to stay at where they enrolled
2. 会员占每年全球房晚 50% 及 比非会员更高的平均房价
Members account for 50% of paid nights a year globally & have a higher ADR premium than non-members
3. 会员只需要 较低的成本 去邀请他们再次消费
Members are less costly to retain than non-members
按照以下数据，会员登记成功率是多少?
Based on the data below, what is the enrollment success rate?
抵达数量 Total Arrivals: 100
会员数量 Existing Members: 30
不适用房价 Excluded Rates: 20
会员登记数量 Enrollment: 20
40%
(会员登记数量 Enrollment) / (抵达数量 Total Arrivals - 会员数量 Existing Members - 不适用房价 Excluded Rates)
= (20) / (100 - 30 - 20)
= (20) / (50)
= 40%
哪些客人不会收到 guestVoice 问卷?
Who will NOT receive guestVoice survey?
60 天之内填写过问卷 Completed a survey within last 60 days
没有邮箱 Does not have an e-mail address
部分特殊房价 Book under certain market codes
关于手机服务需求和聊天的目标，要求百分之多少的聊天在指定时间内回复?
平均回复时间的要求是多少?
For Mobile Requests and Chat, how many percent of chats are required to respond within priority time? What is the required average time taken to respond?
85% 聊天在指定时间内回复
85% of chats responded to within priority time
平均回复时间为 3 分钟
Average time taken to respond is 3 minutes
请说出三个分享过的风险。
Please describe THREE risks shared.
审计报表 Audit Report
共用登入账号 Sharing of User ID
登录权限 Access Right
万豪旅享家活动 Marriott Bonvoy Events
欺诈活动 - 员工滥用 Fraudulent Activities – Associate Abuse
第三方欺诈 – 倒房 Third-party Fraud – Room Seller