Service Recovery
The first step in the L.E.A.R.N model
What is LISTEN?
What information do you need to enroll a guest in Marriott Bonvoy?
What are..
Name
Email address
Zip Code
What is a Blind drop?
The room type with one bedroom and best view of the Potomac River
What is WATR?
The year that Marriott opened it's first location
What is 1927?
The step in the L.E.A.R.N. model that requires you to accept responsibility when something goes wrong.
What is Apologize?
What was the name of the Marriott loyalty program before Marriott Bonvoy?
What Marriott Rewards?
The house limit for presettling guests' folios
What is $1500?
The number of TOBT suites in our hotel
What is 4?
The first food item served at Marriott Hot Shoppes
What are tamales?
What is React?
The number of nights you must reach to gain Platinum Elite Bonvoy status
What is 50 nights?
At shift change, the associate who is responsible for any cash shortage
The number of rooms in our hotel
What is 162?
The name of the hotel that is the oldest standing Marriott hotel
What is Key Bridge Marriott?
The step in the L.E.A.R.N. model that tells us how fast to take action
What is Now?
The top tier of Marriott Bonvoy, which is reached by invitation-only from the CEO of Marriott
What is _____?
What is the Guest Ledger?
The name of the breakfast area at Residence Inn hotels
What is the Gatehouse?
The name of JW Marriott's wife
Who is Alice?
The step that is most often missed in the L.E.A.R.N. model
What is EMPATHIZE?
How many base Marriott Bonvoy points are earned per $ spent at Residence Inn brand properties?
What is 10 points per dollar
Report that indicates when a room rate has been adjusted
What is the Rate Variance report?
What is 1975?
The name of Marriott International's CEO
Who is Tony Capuano?