Engagement Survey Terms
The department leader I am most comfortable with and choose to go to when I need something, is referred to as my ___ on the survey?
Immediate Supervisor
Weekly WIG Huddles are held on which day of the week?
Wednesday
How late of a check-out is guaranteed if guest is an elite?
Elite Members get up to 4pm check out (based on availability), but not guaranteed.
BONUS: how can you respond to a guest if their requested 4pm checkout is not available? (200 pts)
What are two examples of making personal connections?
*vary*
Asking about their trip, connecting with a common interest, inquiring about special requests, etc.
Effective in August, how many Rewards Levels will there be?
Six
When the survey refers to "Senior Management" it means who?
Shelene
(& Executive Committee)
What is the Front Desk & Bellmen WIG?
Move Check-in Experience from 71.8 to 72.6 by December 31st
What role does AYS play when guest are waited but their room still isn’t ready?
Call them every hour to provide alternatives, options and updates
What are three examples of responding to cues?
*vary*
Match the guest's pace, offering crib/rollaway when with kids, offering to charge a phone when holding charger, offering to throw away trash in their hand
What are the new Rewards Levels?
On the survey, what is the difference between "company" and "hotel"?
Company = Marriott International
Hotel = Our property
What is the AYS WIG?
Move Elite Appreciation from 66.4 to 66.5 by December 31st
The guest calls the night before arrival and requests a high floor. What is the process to assist this request? What would you tell the guest?
Note the request on line 22 (H1)
Block them into a high floor
Add notes on line 17
"I will make a note of your request and we will try our best to accommodate"
What is an example of truly making it brilliant?
*vary*
Must really be BRILLIANT!
Who will get Concierge Lounge access in August?
Platinum Level and above (which is still the same guests who get it now, just name of level changes)
What have we done with the 2017 survey results?
Reviewed the results with department.
Recognized things we do well! :)
Created team action plans together.
Completed action plans throughout year.
Have an even better department now!!
What is the Front Desk Lead Measure?
Give personal business card to 10 guests per day to make a personal connection
What is the Training and Awareness Binder?
Binder of quick, one-page reviews of processes, policies, etc to get the team on the same page, answer common questions and ensure consistency.
How many times do you need to use the guest's name at check in?
When are guest accounts merged into a single account number?
When are the three rewards programs being renamed as a single, new program?
August 2018
Q1 2019
Who takes the survey, where will it be administered and when will it be available?
All hosts take the survey
Sales Conference Room (Exec Office Area)
June 18-22 (Next Week!)
What is the AYS Lead Measure?
Write two personal thank you notes to Elite Members daily
If guest arrive and we must wait the guest, what 6 steps do we take at the FD?
Wait status: 4
Swipe CC
Get phone number
Go over the details of hotel and destination fee
Give guest card with account number
Note guest room preferences on line 17
How would you answer an internal call from X1 guest, Paul Alquijay at 7pm?
Good Evening Gold Elite Member, Mr. Alquijay. My name is ___, how may I assist you?
What are the two ways we are measured/tested on our Elite Appreciation?
Elite Appreciation score on GSS
Elite Experience Audit