Shaping Service
Front Desk
Marriott Bonvoy Loyalty
Associate Promises
Guest Promises
100

Make eye contact and smile followed by a warm greeting.

What is 15/5 Rule?

100

BSA stands for

What is Brand Standard Audit?

100

What are the 6 levels of the Marriott Bonvoy Loyalty Program in order?

What is Member, Silver, Gold, Platinum, Titanium, and Ambassador?

100

recite the last associate promise

Celebrate a job well done.

100

recite the last guest promise.

Give guests the service that makes them want to return. 

200

This is used when a guest has a negative experience.

What is L.E.A.R.N?

200

What is the last question you ask before ending a conversation with a guest?

Is there anything else I can assist you with?

200

Which memebers get a 4PM checkout.

What is Platinum, Titanium, and Ambassador?

200

recite the first associate promise

Build team unity through respect and trust. 

200

recite the first guest promise.

Provide a hotel that is clean, fresh and reflects the highest quality sandards.

300

What is the acronym for L.E.A.R.N

What is Listen, Empathize, Apologize, Reslove, Notify?

300

What MGS Application is used for the pre arrival process.

What is GXP?

300

Which members are offered a room upgrade.

What is Gold, Platinum, Titanium, and Ambassador?

300

recite the second associate promise

Cultivate a warm and positive environment

300

recite the third guest promise.

Respond promptly to any needs guests may have. 

400

Delivery time for guest requested items.

(hint: when time is stated and not stated)

Deliver the item within (5) minutes of the stated time, OR no longer than 30 minutes (if time is not stated).

400

where you find all of the Brand Standards and any information regarding Marriott.

What is, Marriott Global Source (MGS)?

400

Suite upgrade is excluded for which high tier member.

What is gold? 

400

recite the third associate promise

Show pride in who we are and what we do. 

400

recite the second guest promise.

Provide a hotel that is clean, fresh and reflects the highest quality standards.

500

What are the four quadrants of the Service Recovery Model?

What is Hero, Empathy, Red Carpet, and Fix It?

500

Name one of the three Mobile check-in welcome standards.

1)Acknowledgement that they are a mobile guest. 2)Convey a sense of "We've been expecting you". 3)Recognize preferences (e.g., Room type).

500

What are the requirements you have to meet in order to reach Ambassador Elite status?

(Hint: spending and nights)

spent at least 20,000 or more and stay in a Marriott hotel and more than a 100 nights out of the year.

500

Recite the complete associate promises.

We promise to always

Build team unity through respect and trust, cultivate a warm and positive environment, show pride in who we are and what we do, celebrate a job well done. 

500

Recite the complete guest promises.

We promise to always 

make guests feel welcome, provide a hotel that is clean,frest and reflects the highest quality standards, repond promptly to any needs guests may have, give guests the service that makes them want to return.