Service Recovery
The first step in the L.E.A.R.N model
What is LISTEN?
What information do you need to enroll a guest in Marriott Bonvoy?
What are..
Name
Email address
Zip Code
What is a Blind drop?
The indicator in room attributes that lets us know that the room is larger(hint-refers to closets)
What is LC, BC?
The year that Marriott opened it's first location
What is 1927?
The step in the L.E.A.R.N. model that requires you to accept responsibility when something goes wrong.
What is Apologize?
What was the name of the Marriott loyalty program before Marriott Bonvoy?
What Marriott Rewards?
The house limit for presettling guests' folios
What is $1200?
The number of DDST rooms in our hotel
What is 55?
The first food item served at Marriott Hot Shoppes
What are tamales?
What is React?
The number of nights you must reach to gain Platinum Elite Bonvoy status
What is 50 nights?
At shift change, the associate who is responsible for any cash shortage
The number of rooms in our hotel
What is 136?
The name of the hotel that was the oldest standing Marriott hotel until recently
What is Key Bridge Marriott?
The step in the L.E.A.R.N. model that tells us how fast to take action
What is Now?
The top tier of Marriott Bonvoy, which is reached by invitation-only from the CEO of Marriott and is not discussed with guests
What is _____?
What is the Guest Ledger?
Our breakfast hours
What is 6am-9pm Weekdays, 6am-10am Weekends & Holidays
The name of JW Marriott's wife
Who is Alice?
The step that is most often missed in the L.E.A.R.N. model
What is EMPATHIZE?
This Elite benefit allows guests to collect compensation for not having a room available when we walk them
DAILY DOUBLE: Compensation that is due to the guest
Ultimate Reservation Guarantee
Report that indicates when a room rate has been adjusted
What is the Rate Variance report?
The year that the first Springhill Suites hotel was opened
What is 1997?
The name of Marriott International's CEO
Who is Tony Capuano?