Working 9 to 5:
Hotel Operations and Teamwork
Hotel Operations and Teamwork
A guest asks you for directions to an area of the resort. instead of pointing, this is the preferred hospitality approach
What is personally escorting the guest when possible
These are the two primary ways a guest can earn Marriott Bonvoy points during a qualifying hotel stay.
What are room charges and incidental purchases
Jolene is visibly upset in the lobby but hasn't approached anyone for assistance. Excellent service recovery begins with this
What is proactively approaching her and offering assistance
Successful resolution requires this rather than departments blaming one another
What is communication/collaboration between departments
What system do we use to track guests' preferences?
What is GXP
Jolene says, "You're the FOURTH person I've told this to." Your priority is making sure she doesn't have to do this again
What is repeat her story
This is an operational concept where a Lady or Gentleman temporarily assists another department or work area to help meet guest needs
What is lateral service
A guest has 75 qualifying nights but has not met the annual spending requirement for Ambassador. Their current tier is this one.
What is Titanium Elite
Jolene says, "I don't want anything. I just wanted someone to know." Your service recovery should still include this important action
What is documenting/communicating the feedback and addressing the issue