Examining Elites
Highest ranking Elite member?
Ambassador Elite
MARH
Marriott Employee Rate
What amenities should we be listing at check-in?
Minimum of 2: Breakfast hours, gym hours/location, Comp Wi-Fi, and Wolf's Den Bar.
When did this hotel open?
August 2021
Elite status with 4pm guaranteed check out time
Platinum, Titanium, and Ambassador Elite
What is a 3rd party virtual card?
It's a prepaid card loaded with the exact amount of a guest's stay
GOVA
Government Rate
True/False: The Something Borrowed program is a Marriott BSA that all hotels must follow
False! Something Borrowed is a program specifically dedicated to the TPS brand!
What is the 15/5 rule?
Physically wave/acknowledge at 15 ft, verbally say hello/acknowledge at 5ft
Name all the Elite levels
Member
Silver
Gold
Platinum
Titanium
Ambassador
In Expedia, what is the difference between 'Hotel Collects' and 'Expedia Collects'?
Hotel Collects - We swipe guest's personal CC for ALL charges
Expedia Collects - We only swipe guest's personal card for INCH and use the virtual card for rm/tx
How should we recognize each MBV member at check in?
"I see you are a xx member, thank you!"
"Thank you for being a xx member with us!"
What information should be listed on a Cash Envelope Drop?
Name, Date, Shift, and Amount
The Elite Level That Shall Not Be Named
Cobalt
What is our incidental policy for OTA/3rd party reservations?
$50 INCH auth per night - same for associate bookings!
MRYA
Point Stay
What should every associate ask at the end of a guest interaction?
"Is there anything else I can help you with today?"
Hours of operation for Breakfast and Wolf's Den
B: 6:30am - 9:30am (Weekdays)
B: 7am - 10am (Weekends)
WD: 5pm - 10 pm (Tue - Sat)
At what level do Elite members start to receive Complimentary Wi-Fi?
Gold Elite level and up
How should OTA reservations be processed before they arrive?
Take Adv Dep, make it tax exempt, and ideally remove the guest's email.
MS2B
Marriott Prepay
What does the LEARN model stand for?
Listen, Empathize, Apologize, Resolve, Notify
How many times should a guest name be said over the phone/at check out?
3 times!