Elite Benefits
How many nights does a guest have to complete to become a silver elite member with Marriott?
Ten Nights
What does BSA stand for?
Brand Standard Audit
J9
What two forms are accepted for tax exemption?
Federal (provided by hotel), or Florida (provided by guest)
Gear lending is apart of which Marriott hotel brand?
Westin
How many bonus points does a gold elite member recieve when checking into a Marriott property?
500 Bonus Points
What is the 15/5 rule and why is it important?
Make eye contact at 15 feet, greet guest at 5 feet, important to make the guests feel welcomed.
What two codes do you look for to know that you need to validate a rate?
ID and I2
What is the code we used for resort fee when the guest is tax exempt?
TERP
What special service code do we add onto the reservation when the guest is using gear lending?
GEAR
What is the highest complimentary upgrade that a Platinum Elite member can recieve?
They can receive any room complimentary as an upgrade, based upon availability.
What are the three items in the Front Desk BSA Audit that are worth 16 points each?
Warm welcome/time of day greeting, using guest name, recognizing Bonvoy members.
What does the M4 code mean on a reservation?
The room is published, do not move!
Can a guest add tax exemption to a reservation after they have checked out?
No
What is the daily cost for gear lending?
$5 per day
What is the name of the program when guests can request a one-night confirmable upgrade to a premium room or suite called?
Nightly Upgrade Award
What benefits must be explained/given to guest during AMEX Hotel Collection check-in?
Complimentary one-tier upgrade when available, $100 credit per stay, welcome card signed by GM
What code do we add on when a has a microwave in the room, and what is the daily cost of the microwave?
MICR, $25 per day
What does the VPTE code mean on a reservation?
Valet Parking with Tax Exemption
What is the correct procedure for dispatching the gear lending kit to recreation?
Make a GXP case for 'Westin Gear Lending," click do it now, and then go back into the case to close it.
What is the Your24 program?
A benefit for Ambassadors where they can request a room for a full 24 hours, for example check in at 9pm and check out at 9pm the following day.
What is the one item in the Guest Services and Other BSA Audit that is worth 16 points?
Lobby Standards - lighting illumination meets standard
What is the difference between the A5 code and the A9 special service code?
A5 - accessibility with tub
A9 - accessibility with roll in shower
What card numbers need to be blocked out when copying a card and the guest has a Federal Tax Exemption form?
Everything except the first six on the card
What are the names of the two Gear Lending kits that we offer?
Recover and Recharge, Sculpt and Flow