1
When speaking with a guest about their problem, which approach should you take?
A)Offer a specific solution immediately to show that their comfort is your priority
B)Show empathy by mirroring the facts of the problem and the guest’s feelings
C)Refer to a similar issue you’ve experienced in the past to redirect the conversation
B)Show empathy by mirroring the facts of the problem and the guest’s feelings
What are the breakfast hours, pool hours, gym hours, and laundry room hours?
Breakfast is 6:30am-9:30am during the week, 6:30am-10:00am during the weekend
Pool hours are 6:00am-11:00pm
Gym and laundry room is 24 hours. 24/7
What is the main purpose of the Marriott Bonvoy loyalty program?
A) To provide personalized travel recommendations
B) To provide discounted room rates and exclusive access to special events
C) To enhance the travel experience for members
C) To enhance the travel experience for members
You’re talking with a new associate about Marriott Bonvoy. They don’t think that they have much of a role to play in loyalty, since they don’t work at the front desk. How should you respond?
A)It’s mostly about understanding the tiers and perks in case a guest asks you about it. Otherwise, you can leave loyalty to high guest-contact roles.
B)Everyone has a role in driving loyalty. We can all contribute to building relationships with guests, which encourages them to stay with us again and again.
c)That’s accurate. Targets related to loyalty are mostly for front desk associates since they’re responsible for encouraging guests to enroll in the program.
B)Everyone has a role in driving loyalty. We can all contribute to building relationships with guests, which encourages them to stay with us again and again.
What are the three different type of accessible rooms that we have?
Mobility Accessible w/tub
Mobility Accessible w/Roll-in shower
Hearing accessible
List the order of the Tier statuses from lowest to highest
(When they first join, to the highest status)
Member, Silver Elite, Gold Elite, Platinum Elite, Titanium Elite, Ambassador Elite.
Mr. Klein is a longtime Marriott Bonvoy member. So far this year, he has stayed at various properties 117 times. Plus, he has spent just over $25,000 on qualifying rates and food/beverage purchases. Which tier does Mr. Klein belong to?
Ambassador Elite
What year did the TownePlace Suites in Bangor open?
2014
If a Gold Elite member asks for a late check out, how late can they get?
2:00pm
1.How many rooms do we have in total?
2.How many of those rooms are TOBR?
3. How many of those rooms are ONBR?
1)82
2)8
3)6
How Many nights do you need to spend at a Marriott hotel in order to achieve Titanium status?
75 nights.
Ms. Williams has spent 82 nights at our properties this year. Some of her perks include lounge access, guaranteed late checkout, a 75% points bonus, 48-hour guaranteed availability, and an additional annual choice benefit.
What is Ms. Williams Elite status?
Titanium Elite
When a guest experiences a problem, what model should you use to effectively solve it and repair the relationship?
The L.E.A.R.N. model
Ms. Robinson is a Gold Elite member, having spent 35 nights at participating Marriott properties this calendar year. How many more nights must she spend with us before she achieves the next tier, Platinum Elite?
15 nights
Which Service value does this statement belong to?
"An eye for detail and a small gesture can brighten any day."
Thoughtful
List 5 food items that are available in breakfast EVERY morning. (unless we are out of stock)
Scrambled eggs
Cereal
Oatmeal
Bagels
English Muffins
ETC.
What is the 15/5 rule?
Smile and make eye contact at 15 ft, Greet at 5 ft.
What are the Towneplace suites service values?
Together, Thoughtful, and Approachable
Who is the Ceo, and who is the President of MCHG?
(first and last name)
Ceo- Sean Riley
President- Jonathan Bogatay
If a guest is upset, but understands it's not the hotels fault. Which steps in the L.E.A.R.N. model would we use?
L.E.A
What does each letter in L.E.A.R.N. stand for?
L- Learn
E- Empathize
A-Apologize
R-Resolve
N- Notify
What does each letter in The G.U.E.S.T. model stand for?
G-Greet the guest
U-Use the guests name
E-Establish the Guests Needs
S-Show interest in the guest
T-Thank the Guest
Suprise! DOUBLE POINTS (1000)
What is the TPS motto?
"Welcome to Our Place, where every guest and team member feels at home. "
How many properties does Maine Course Hospitality Group have?
24 total (2 more coming soon)
What is the lifespan of a feather pillow, and a foam pillow??
Foam pillow is 3 years
Feather pillow is 5 years