Which of the 8 Service Standards sections am I a part
of? - Part 1
of? - Part 1
Gather the caller's name
What is the Welcome Section?
Keyless entry and Mobile Check-In and Checkout
Modern conveniences offered to Marriott Bonvoy Members
Ask meaningful questions to better meet the guest's needs
What is "Guide the Conversation"?
Solution to offer the guest when the dates they want to stay at the property are sold out
What is "Cross Selling"?
Overcome objections
What is "Close the Sale"?
Listen actively and don't require the caller to repeat themselves.
What is Guide the Conversation?
232 Freddie Awards over 26 years
What is the # of times Marriott has won these prestigious awards voted on by frequent travelers?
Use positive, courteous and respectful language
What is "Be Professional"?
Term for encouraging the guest to make the reservation & informing them of the cancel policy when they say they need to check with their spouse.
What is "Overcoming Objections"?
Recognize the guest's Bonvoy membership status
What is "Celebrate Marriott Bonvoy Loyalty"?
Maintain Reservation Security Standards
What is "Be Expert At What You Do"?
Starbucks, Bilt, Uber, Hertz, United Mileage Plus
What are everyday partnerships where Bonvoy Members can earn and redeem points?
Recap reservation information fully as required
Offering options such as an "upgraded room" or offering a package when offering rates
What is "Upselling"?
What's missing?: Good morning, thank you for calling Clev. Marriott East, this is John, may I have you first and last name please.
What is the word "Reservations" after the hotel name?
Use information the guest has provided to tailor the conversation to their needs
What is Make It Unique?
What are you doing by saying: "Thank you for being a Marriott Bonvoy Gold Elite member, Mr. Smith"
What is "Celebrating Marriott Bonvoy Loyalty"?
Avoid dead air and non-talk time
What is "Guide the Conversation"?
Term for immediately asking "which room do you prefer" after quoting rates.
What is "Assuming the Sale"?
May I have your Marriott Bonvoy number please
What is "Celebrating Marriott Bonvoy Loyalty"?
Verify if further assistance is needed.
What is "Farewell"?
I can enroll you immediately and you will be able to chat via our app with the hotel directly prior to your stay
What is an assumptive Bonvoy enrollment phrase?
"Thank you for choosing Marriott" or "Thank you for calling the Moxy Chicago Downtown"
What is "Farewell"?
Finding alternate properties that fit within a guest's budget.
Are there any other reservations I may assist you with? Thank you & I hope you enjoy yourself at your daughter's wedding
What is "Farewell"?