Marriott Bonvoy Benefits
Identifying Guests
Upset Guest
Midly Upset Guest
Extremely Upset Guest
100

How many Marriott Bonvoy member tiers do we have? 

Member

Silver

Gold 

Platinum

Titanium 

Ambassador

6 Total 

100

Nicolas Cipranni:

Business Guest

Remarked that he is upset with his airline

Inquired where to buy clothes due to lost luggage

Staying for one night

Apologize about his travels, and let the guest know you are happy they arrived safely 


Provide the guest with a list of shopping options (JCPenny by us or the Cordova Mall) and directions

100

My room was not cleaned before I was checked in. Someone else's trash is there!

Offer a apology

Offer the guest to move rooms

If there are a Marriott member, offer points

If not a member, let the guest know you will speak to management about a discount 

100

My room key does not work

Offer guest a apology

Verify the name on the reservation (Make new room key)

Let the guest know if their room key is near their phone or in their wallet, it can deactivate 

100

There is another guest smoking in the hallway outside my room. I thought this was a non smoking hotel

Offer the guest a apology

Reassure them this is a non smoking hotel

Let the guest know you will handle the situation with the other guest 

200

What is one benefit of being a Silver Elite Member?

Priority Late Checkout

200

Mick Yoder

Business Guest

In town to prepare for a fundraising event taking place in 6 months

Inquiring about group discounts for hotel rooms

Staying for one night

Inquiry all the necessary details: Dates, how many rooms, room types needed, client name and phone number

We can let the guest get in contact with Elaine, as she does the sales on our property (She will then get in touch with our sales director as well)

200

The air conditioning is not working in my room and this is my second time calling for help!

Offer your apologies 

Let the guest know we will send engineering up to take a look at it

If the issue cannot be resolved, offer to move the guest (Again points for member or discount for not)

200

I am not feeling well.. My son had the flu before I left home. I hope I am not coming down with it. 

Empathize with the guest about how being sick can be overwhelming, especially with a child 

Offer Dayquil medicine we have down here for the guest to have if needed 

200

When I was taking a shower, I looked down and found all this nasty hair in the drain. It's not mine! I can't shower in there. I had to get out!

Offer guest a apology

Offer to clean out the drain, to make it easier on the guest's mind

If not, offer to move guest to another room

We can offer points or discount for inconvenience 

300
Which Marriott Bonvoy members can we do a complimentary upgrade for? 

Gold

Platinum

Titanium

Ambassador 

4 Total

300

Gunther and Patsy Walinski

Leisure Guests

Mentioned they only stay at Marriott hotels

He walks slowly with a cane

Staying for 2 nights 

Thank the guest for their loyalty with Marriott Bonvoy

Offer a first floor room, if available 

Offer to assist with luggage

300

The reception on my television is pathetic! The movie has started and I can't see it. I called 20 minutes ago and still nobody has been here to fix it. 

Offer the guest a apology

If this is during the day time, offer the guest for engineering to come take a look at it

If it's at night time, take a look at it for the guest. 

If it's still a issue, offer a room move if possible (Points or discount)

300

There was a bag of garbage outside of my room this morning when I left for work. I just arrived to my room, and it's still here. 

Offer guest a apology

Offer to take the trash out for the guest

Offer points or discount for the inconvenience 

300

It's raining and I had to park across the street because your parking lot is full. I paid for a room tonight- and I don't get a parking spot? That's ridiculous! 

Offer guest a apology

Check to see if there are any available spots (Sometimes there will be a big truck parked taking up multiple spots)

If so, call the guest with the truck (if known) to move so the guest can park

Offer back parking by the Firestone

400

Which Marriott Bonvoy members can recieve the enhanced wifi code?

Gold

Platinum

Titanium

Ambassador 

4 total

400

Pierce Weathers

Business Guest

Watches sports on the TV in the lobby

Asks if there are local family restaurants that would take a large party reservation

Staying for 2 nights 

Provide the guest with the restaurants we have in the area, and you can always call the restaurants as well to see if they can take any large parties

400

There are kids running up and down the halls! I need to get sleep!

Offer guest a apology

Try to find the source of the running kids 

Speak with the kids parents if possible about them running up and down hallways

If the issue continues, call management

400
The car rental company gave me bad directions to the hotel. I got really lost on the way here.

Offer guest a apology

Let the guest know next time, we can offer directions to the hotel if they give us a call

Offer guest a complimentary water 

400

I was washing my face and looked up to find a big roach on the wall. I'm on the third floor! Why are there roaches?! It's absolutely disgusting.

Offer guest a apology

Offer to exterminate the roach

Offer to move guest to another room if they would like

Offer points or discount if necessary

500

How many bonus points does Platinum, Titanium and Ambassador members receive as a welcome elite gift? 

500 points

500

Javier Santos

Business Guest

Heard him speaking another language on his cell phone

Stated he is here to open a restaurant in the area 

Staying for 6 nights 

If there is a language barrier, try to either find a coworker to help assist, or use Google translator

Ask the guest about the process of opening a restaurant (Let the guest know about all the different restaurants here in the area), and help give him some ideas

500

I had a really hard travel day and now just want to find a quiet restaurant to get a bite to eat. All the restaurants nearby are really crowded, and have a long wait. I'm starving!  

Empathize with the guest about having a long travel day

Offer any type of restaurant in your knowledge that may have a lower wait time for the guest to go to

You can also offer delivery options, DoorDash, etc. if the guest does not want to leave property

500

My flight was delayed and now I am late to a big dinner meeting 

Offer guest a apology

Offer to assist with carrying luggage to room, so they can make their dinner meeting

If they do not have a car, call a cab service to come pick up the guest ASAP

500

I am a Marriott Bonvoy Platinum Elite member and there was no acknowledgement of my status when I checked in. 

Offer guest a sincere apology

Reassure the guest that their loyalty is very important to us

Offer the guest additional bonus points for the inconvenience

If the guest would like a Market item, they may select one for free as well