What's on Line 22
These are two of our most commonly used special request codes. What is the special request code to charge guest parking, and if a guest is declining all housekeeping service? (Must get both right)
P9 and J8
A ______ member or higher is entitled to complimentary upgrades depending on availability
Gold Elite
Which format is correct for a Sertifi file name?
A: 22_Mar_Justin_Kraemer_97451324
B: 22_Mar_97451324
C: 22_Mar_justin.kraemer@marriott.com
D: justin.kraemer@marriott.com_97451324
A
Please be ensure to include arrival date, name of guest, and confirmation number in the file name.
During a check-in, we must mention the hours of our shuttle. What are the hours of our hotel shuttle?
7am-10pm every day
Sign Room and Tax. The room and tax is covered by the master account, we need a card on file for incidentals.
BA
Gold Members are entitled to a complimentary late checkout of up to what time?
2pm
True or False: We can check in a guest without a valid method of payment on file as long as they bring a new card before the end of the night.
After fulfilling a guest request, what must be said to them at the end of the conversation?
What does EPO stand for, and what does it mean?
Each Pays Own. Guest needs a card on file for all charges.
This special request code appears when the guest is an Ambassador Elite Member
A Platinum or higher member is offered a choice of two welcome gifts. What are the two and what are the values of the gifts? (Must get both to get the question right)
1000 bonus points or $10 F&B voucher
Immediate family staying under the employee rate may have how many rooms at the Explore Rate?
One
What is missing from this outside phone call greeting?
Hello, thank you for calling the Falls Church Marriott, this is Justin how may I direct your call?
Must greet the guest with the correct greeting
Ex: Good morning/good afternoon/good evening
What does SAC stand for, and what does it mean?
Sign All Charges. We do NOT need a card from the guest. All charges will be taken care of.
These two special request codes appear on reservations where we are not allowed to disclose the rate to the guest. (Must get both to win the points)
D7 and D9
If we are unable to honor the room type booked by a Platinum Elite Member or higher (Such as placing them in a double when they booked a king), we must hand them this amount of money in cash.
$100
A guest is staying with us with Marriott Bonvoy points for 3 nights. How much total are we authorizing for incidentals?
$150 ($50 per night)
5 minutes (Dude I know)
What does LEARN stand for? (Must get ALL right to get the question).
Listen, Empathize, Apologize, Respond, and Notify
This special request code is used to signify a late arrival, to indicate to the night auditor to pre-register the guest rather than cancel it.
R3
If we are out of rooms and must walk a Silver Elite Member or higher to another property, we must give them 90,000 bonus points and ______ in cash.
$200
When a guest would like items refunded on their bill after the reservation is in history, what is the spelling email we send it to?
fvp.billing@marriott.com
When interacting with a guest in person or over the phone, you must mention their name in conversation at least how many times?
Three
Our property's MARSHA code is WASFP. What is the MARSHA code for our sister property Tysons Corner?
WASTC