Courtyard Marriott Check-In

As part of brand standards, what are some examples of warm welcomes?

"Hello! How are you?" "Hello! How can I assist you today?" "Hello! What brings you into town? .... We are happy to have you!"

How many times should front desk agent use guest name during check-in interaction

3 times

What is the brand standard for name tags?

Associates name tags must include: Associates first name Manager name tags must include: Managers first & last name, as well as their title

At what time can associates decide if Marriott Bonvoy member can receive room upgrade?

Based on availability - may include rooms with desirable views, on high floors, with special amenities, on Executive floors, corner rooms, and suites

As part of brand standards, Marriott Bonvoy members must be recognized at check-in. What are some ways associates can recognize these members at check-in?

E.g. "I see you are a Platinum Elite Member" "Thank you for being a Gold Elite member of our Marriott Bonvoy program"

True or False: It is not important for front desk agent to be knowledgeable about property offerings or local area

FALSE Front desk agent must be knowledgeable about property offerings or local area

True or False: It's pointless to provide guest directions to the room/suite or elevator

FALSE Guest service representative must provide guest with directions to their room/suite, as well as which elevator is of most convenience to them

True or False: Guest service representative can verbally announce guests room number

False Guest service representative CANNOT verbally announce guests room number, instead room number is provided discreetly, non-verbally

True or False: Guest service representative does not need to wear uniform and their hair can be a mess.

False Guest service representative NEEDS to be well groomed & professional, wearing a uniform

True or False: When associate upgrades room for Marriott Bonvoy member, the word 'upgrade' does NOT have to be used in conversation.

False The term 'upgrade' must be used in conversation

Scenario: Guest: "Hello! What are some of the hotel amenities offered?"

Front desk agent: "The Courtyard Erie Bayfront offers an indoor pool as well as an outdoor infinity pool overlooking Lake Erie! Additionally, there is a 24 hour fitness center & the Shoreline Bar and Grille offers great food and beverage options!"

Scenario: Guest: "Hello! What are some family-friendly things that I can do during the summer in Erie?"

Front desk agent: "There are a variety of things Erie offers as family friendly in the summer! Anything from the beaches of Presque Isle or amusement park fun at Waldameer" Or offer other options for guests that you can think of!

With what body language should you greet guests?

Greet guests with good posture, smile, eye contact, and attentive listening maintained throughout the interaction

What are the key card standards?

Hotel must utilize the Brand Voice key cards for that current period

Which Marriott Bonvoy members are eligible for suite upgrades?

Included for Platinum Elite, Titanium Elite, or Ambassador Elite members Excluded for Gold Elite members

What are the procedures for guest folio delivery?

Must be accurate & delivered to guest prior to 5 am. It is acceptable for hotels to offer the electronic express check-out folio that is system generated OR it is acceptable for the folio to be slid completely under door/hung from door knob by 5 am.

Which Marriott Bonvoy members have complimentary lounge access?

Platinum Elite, Titanium Elite, and Ambassador Elite

Which Marriott Bonvoy members receive a guaranteed late check-our as late as 4pm as part of their Elite benefits?

Platinum Elite, Titanium Elite, and Ambassador Elite

True or False: It is important to offer further assistance to the guest when needed

TRUE

True or False: Associate must offer guest internet assistance at check-in

TRUE Associate must minimally offer guest a continent specific program card

True or False: It is important for associate to execute payment and key delivery components for mobile check-in.

TRUE The associate must prepare keys and key packets in advance

At guests immediate arrival through hotel front doors, how soon should front desk attendant acknowledge the guest?

The front desk attendant should acknowledge guest in a timely manner

What is the Marriott Bonvoy Key Packet Delivery standards?

The key packets must be delivered based on membership level

True or False: Associate offers guest enrollment into Marriott Bonvoy at check-in

True

What are the brand standard mobile check-in procedures when welcoming the guest?

•Acknowledge that they are a mobile guest (e.g. thank you for using mobile check-in, what did you think of mobile check-in?) •Convey a sense of "we've been expecting you" (e.g. because you used mobile check-in, we have your keys prepared for you; we've been expecting you; we have your room ready) •Recognize preferences

What are the Courtyard brand principles?

•Associates provided a genuine and personalized experience •Associates displayed an understanding of the guests needs •Experience was intuitive and efficient, allowing the guest to make the most of their time

If complimentary lounge is not provided to Marriott Bonvoy members or the hotel does not have a complimentary lounge, guests must be offered a daily choice of:

•Complimentary breakfast for 2 in the restaurant OR •750 bonus points

What are the benefits of enrolling into Marriott Bonvoy program?

•Free Wi-Fi •Mobile check-in •Member rates •Mobile chat •Mobile key

What are the check-in procedure standards?

•Guest key card must work •Guest assigned to an unoccupied room •Guest assigned to a clean room •Perform check-in process within 5 mins