BSA Standards
How many points is having a proper uniform and name tag worth on the BSA Check-In Audit?
2 points
What lines on a reservation should we be reading for important information about the reservation?
Line 17 and line 22
What information do we need in order to enroll a guest for Marriott Bonvoy?
Name, Email, zip code
How many rings should we answer the phones in?
3 Rings
What does M4 mean on line 22?
do not move!
How many times should we say the guests name during a check in or phone call when the guest name is known?
3 times
How many minutes do we have to answer a chat in?
3 Minutes
What should we do when we have split rates on a reservation?
Combine the rates and authorize the card for the full rate amount.
Name the 4 16 point standards on the BSA Check-In audit
Warm and Welcome Greeting, Name usage, Marriott Bonvoy Status Recognition, and Warm Closing
When answering the phones what how should we begin the greeting?
With the time of day
What question will the BSA Auditor ask one front desk host in regard to Marriott Bonvoy statuses?
The Auditor will ask a front desk host to name 3 benefits of each Bonvoy status from member to ambassador. Remember it is general Marriott benefits that are at all Marriott properties. Sweet treats and Elite welcome gift are not included in this.
What steps need to be completed in order to do a Mobile Check-In.
The associate must welcome the mobile check-in guest minimally with:
• Acknowledgement that they are a mobile guest (e.g., Thank you for using mobile check-in, How was your mobile check-in experience?)
• Convey a sense of “We’ve been expecting you” (e.g., Because you used mobile check-in, we have your keys prepared for you; We’ve been expecting you; Thank you for using mobile check-in, we have your room ready; We have been preparing for you)
• Recognize applicable preferences (e.g., Room type
What area of GXP should we be checking so we can follow up with other departments if cases/calls have been closed and completed?
All Open GXP Cases