Marriott Basics
What are the 2 items that are needed to earn Ambassador elite status?
-100 nights/year
-$23,000 USD spent in qualifying year
A guest calls and states that their toilet is not flushing. They are already frustrated and want to move rooms. What should you do?
Move their room! There is no sense in making the guest more aggravated when they are already unhappy. Provide them with a service recovery coupon as well. At the end of the day, it is our fault and we have to own up to that!
Guest states that they do not want to sign up because they are in a rush. What can you say?
-It only takes one click
-I just need verbal consent and I can get you signed up
-You can sign up at any point during your stay and still earn stay credit and points!
What year did Assaad become GM of the Sheraton Monarch Place Hotel?
2024
What is Gilda's favorite color?
Blue
What are the benefits of a Silver Elite Member?
(3 rewards)
- 10% bonus on points earned
-Priority Late Checkout
-Ultimate reservation guarantee
A member wants a late checkout of 1pm. You are at a 20% occupancy that night and 30% the next day. What should you do?
Give it to them complimentary!
Guest states that they do not travel often. What do you say?
Can still have benefits such as:
-free Wi-Fi
-Mobile Check in
-Reduced member rates
-Can use earned points towards Starbucks and uber
What is Sheraton's "catch phrase" or moto?
The World's Gathering Place
What is Carmen's favorite drink?
Coke
What are the benefits of becoming a Gold Elite Member?
(5 rewards)
-25% bonus on base points
-Elite welcome gift of points
-Enhanced room upgrades
-Enhanced Wi-Fi
-2pm late checkout when available
A guest booked a NDQQ but we are sold out of them. Yikes! What should you do?
Try your best to find a room with 2 beds. If none are available, offer a rollaway bed free of charge. If that is not satisfying to the guest, discount their room or provide them with another service recovery. Always apologize!
(Non-member) Can I check in early?
I apologize, our early check ins are reserved for our Marriott Bonvoy members. Would you like me to sign you up to get you into a room early? OR Let me get you signed up so that you can get into your room early.
What year was Sheraton established?
1937
Diana's favorite phrase
You know what I'm saying
OR
That's crazzzyyy
What are the benefits of becoming a Platinum Elite Member?
(8 rewards)
-50% bonus on base points earned
-Choice of Elite welcome gift
-Guaranteed room type
-Enhanced Wi-Fi
-Dedicated Elite Support
-Guaranteed late checkout, as late as 4pm
-Lounge Access
-Annual Choice Benefit with 50 qualifying nights
A guest is booked under a government rate. Surprise surprise, they are not here on business. What should you do?
- If they are government affiliated give them 15% off the rack rate. Find a way for that guest to satisfied and even explain that the gov rate is tax exempt which the government pays and that is why they are strict on their rules.
My spouse or parent is already a member. What can you say?
Unfortunately we cannot apply your spouse's MBV number but if you sign up today you can transfer the points you earned to your spouses/parents account!
What year was the Sheraton Monarch Place Hotel established?
1987
What department did Francesca come from?
HR
What are the benefits of a Titanium Elite Member?
(3 rewards)
-75% bonus on base points earned
-48-hour guarantee
-Additional annual choice benefit
What are you empowered to do as a guest service agent?
- offer points
- offer a yellow service recovery coupon
- give free parking
You have empowerment and if a guest needs to be happy, find a way to make them happy!
"How can we make this right for you?"
What if they just say no?
Get creative! Personalize to the guest and their needs. Offer a promotion such as discounted parking or complimentary breakfast.
Where was the first Sheraton hotel established and what was the hotel name?
Springfield, MA
Stonehaven Hotel
Define the 48-hour guarantee
Guaranteed room is available for reservation booked by 3pm, 48 hours prior to arrival