Hotel Excellence! Training

GDS Reservations

"Global Distribution System" online system provides real-time inventory and rate information, easy to see changes and room availability

Autograph Collection

- Chain Code AK - Distinctive Premium - Celebrate individuality with unique perspectives on design, craft, and hospitality - Independent hotels carefully crafted to leave a lasting impression - Authentic sense of place and locale contact

Aloft Hotels

- Chain Code AL - Distinctive Select - Confidently social, tech enthusiasts living online and offline and love open spaces and thinking - Different by design - Free flowing spaces encourage interaction - Live acoustic performances from local artists - Re:Fuel by Aloft on the go food - Grab n Go Options - W XYZ Bar

AC Hotels

- Chain Code AR - Distinctive Select - Designed for entrepreneurial spirit looking to optimize experience to live their purpose without interruption - Edits away unnecessary, removes friction and provides guests with thoughtfully curated moments - Reflects uniqueness and character of urban location - Daytime meetings and mingling Nighttime night life with tapas and AC Bar - Sleek Classic Modernism - Spanish influence and healthier approach to traditional hotel breakfast

Bvlgari

- Chain Code BG - Distinctive Luxury - Timeless Glamour - Enchanting guest experiences with inspired, radiant, and graceful service - "pure presence" - Contemporary Italian Cuisine

Renaissance Hotels

- Chain Code BR - Distinctive Premium - Unexpected design aesthetic, skilled navigators, evening rituals - Host meetings with locally inspiring food and customized meeting rooms - Love for learning the local area

Courtyard

- Chain Code CY - Classic Select - Driven by a passion to do great things - Meeting the needs of the modern business travelers - Modern definition of success - The Bistro - fresh menu items and Starbucks beverages

Delta Hotels

- Chain Code DE - Classic Premium - Upscale full-service Marriott Signature brand - Thoughtfully designed experience for modern frequent traveler - Smart value, recharge opportunities, seamless moves from one mission to the next

Edition

- Chain Code EB - Distinctive Luxury - redefines traditional luxury - Microcosms of world's top cities - Contemporary décor aesthetics - Personal, friendly, and modern-luxury services - Sophisticated with personalized services for understated luxury - Highly stylized "home away from home" - one-of-a-kind culinary creations from renowned chefs, mixologists, and partners

Element Hotels

- Chain Code EL - Distinctive Select - Place for healthy, active travelers to thrive regardless of LOS - Time away from home doesn't mean time away from life - Seeks fitness, healthy food - fresh, focused, alive - Each property recognized by a sustainable organization and sustainable products and practices - Heavenly beds, spa like bathrooms, full kitchens, functional workspaces for productivity - Studio Commons -Clean, modern, functional with eco-conscious and nature inspired design - Chobani Station and element bar

Fairfield Inn

- Chain Code FN - Classic Select - Beautifully simple stay wherever you travel - Marriott family heritage inspires calming reliable experience with warmth and hospitality - Appreciate simple, uncomplicated, and seamless stay + amenities - Complimentary hot breakfast

Four Points by Sheraton

- Chain Code FP - Classic Select -Where business meets pleasure - Immediate connection to local area - Signature Welcome - local artwork and culture - Best Brews - two on tap - Room to relax during business or leisure trip - Authentic taste of local and sampling beers

Gaylord Hotel

- Chain Code GH - Distinctive Select - Great for big meeting space and flexible options

The Luxury Collection

- Chain Code LC - Distinctive Luxury - Intriguing experiences with indigenous allure - Frette linens and exclusive bath amenities - "Hidden gems" for personal and memorable experiences - Exceptional local cuisine

JW Marriott

- Chain Code MC - Classic Luxury - Guests focus on feeling whole - mind body spirit -Take time for themselves - Inspiring, rejuvenating, focus on health and well-being - Carries legacy of company founder J.W. Marriott ad commitment to warm, anticipatory service -Designed for family experience - Healthy, balanced options with comfort and care

Marriott Executive Apartments

- Chain Code MC - Classic Premium - Designed for accomplished ExPats - Extended stay guests - Secure entrances, private parking, 24/7 security - Upscale apartments, fully furnished, gourmet kitchens, luxe bedding, washer and dryer

Marriott

- Chain Code MC - Classic Premium - Empowers guests to shine personally and professionally - Thoughtful, dynamic service at forefront - Guests feel recognized and appreciated - Inspired by stay

Le Meridien

- Chain Code MD - Distinct Premium - Celebrates European spirit by savoring the good life - Global growth in exotic resort destinations and urban hotspots - Mid-Century Modern feel - timeless chic - Malin + Goetz bath amenities - European café setting and aperitif lounge at night - Creative minded travelers global lifestyle in creative industries too - Le Scoop

Moxy Hotels

- Chain Code OX - Distinctive Select - Designed for "always on guests" turned on by new experiences - Communal spaces and energetic crew help guests have a good time - Fun lively atmosphere to work and socialize - Tech enabled features - Energetic spaces and ample time to play during their stay - Love a DIY approach to B&F and tech-enabled everything - free breakfast and Moxy bar

Protea Hotels

- Chain Code PR - Classic Select - unique set of hotels provide personalized service - Business and leisure traveler enjoy midscale guest rooms - Comfortable modern guest rooms and public spaces for guests to gather and socialize designed to promote community - Draws inspiration from its surroundings with fun activated public spaces

Residence Inn

- Chain Code RC - Classic Select - upscale all-suite hotel experience - 50% larger than typical hotel room - separate living and working space - amenities and outdoor spaces - Value truly personalized service stemming from deep knowledge coming from an extended stay - Spacious suites with ability to work, sleep, and cook

Ritz Carlton

- Chain Code RZ - Classic Luxury - Exceptional stays that continue to surface in guests minds - Legendary services coupled with unique sense of place - Emphasis on personal journey /meaningful experience - Memory-making and storytelling - Michelin Starred and concept restaurants

Sheraton

- Chain Code SI - Classic Premium - Deep community roots and iconic heritage - "Always feel part of something more" - Attentive Service - Comfy night's sleep - Inviting and inclusive for all _ Connecting people to thoughtful choices with curated offerings

TownePlace Suites

- Chain Code TO - Classic Select - Fulfills need to settle in and stay on their routine - 25% larger suites than typical hotel rooms with separate spaces for sleeping, working, cooking, and relaxing - Elfa closets, Suite Eats, Something Borrowed, Weber grills, TowneMap - Purpose-built longer stay hotel - Stay productive - In a Pinch market options

Tribute Portfolio

- Chain Code TX - Distinctive Premium - Lasting impression through authentic service - Social places within the property to encourage interaction between locals, guests, and staff - Imaginative, inspiring, unique spaces that feel comfortable - Great hotel bar scene and social presence -Flexible dining options encourage gatherings and locally inspired menus

W Hotels

- Chain Code WH - Distinctive Luxury - disrupted and redefined hospitality scene - Break norms of traditional luxury - Provocative design and iconic service - Passions - Design, Music, Fashion, Fuel - Large Living Rooms filled with guests enjoying social time and cocktails - Explore the city, and get a taste for something new - Welcoming, social, energetic - Nightlife centered around exquisite bar services and fresh, new cuisine options

Westin Hotels and Resorts

- Chain Code WI - Distinctive Premium - Curated wellness offerings - Intuitive service and nature inspired spaces - Well-being of guests at forefront - Eat, Sleep, and Move Well

St. Regis

- Chain Code XR - Classic Luxury - "Live Exquisite" - Innovation and impeccable service - Curates bespoke experiences defined by elegant ease and attention to detail - Personalized butler - Founder John Jacob

Springhill Suites

- Chain Code XV - Classic Select - Blend how guests work and relax - Spa-like bathrooms and natural lighting, West Elm co-designed furniture - Spacious Suite to relax and work - Appreciate contemporary design and outdoor spaces to gather - Complementary hot breakfast and Market

Marriott Vacation Club

- Classic Premium - Was not covered in Hotel Excellence Module

Select Tier

- Smart, easy amenities and services - warm, welcoming guest experience - 7 classic 4 distinctive

Premium Tier

- Sophisticated and thoughtful amenities and services - exceptional experiences - 5 classic 6 distinctive

Luxury Tier

- Unique _Recognized for exceptional quality - Attention to every detail - Memorable guest experience - 3 classic 5 distinctive

Ritz-Carlton Reserve

-Chain Code RZ - Distinctive Luxury - Rare estates - Deeply immersive experiences - Highly reflective of local culture, history, and heritage - GM is host and thoughtfully plans arrivals delivered by Experience Ambassadors and Personal Hosts - Guests are "Experience Collectors" - Customized private dining experiences

Hallmarks of Great Service

1. Follow up - 24 hours later follow customer service protocols 2. Before the Trip - provide client with relevant details of reservation, confirmation email, check in time... 3. After the Trip - follow up on their experience, positive and negative feedback, do something about it 4. Put feedback to work for you - one of the most powerful tools you have, take notes and fix negative feedback for the positive 5. Client Gifts - send or follow up with gifts, handwritten notes, emails, voicemails...

Rack Rate

A rack rate is the published room rate or the maximum a hotel will charge for a room. Baseline when determine which discounts they can offer. Competitive pricing positioning

Distinctive Select

AC Hotels, Aloft, Element, Moxy

Best Available Rate

Best available rate is the lowest available rate to the public at the time of booking. Commissionable

Distinctive Luxury

Bvlgari, The Luxury Collection, Edition, W Hotels

Clear Pricing Strategy

Clarity, Consistency, Marriott's Best Rate Guarantee

Classic Select

Courtyard, Residence Inn, Towneplace Suites, Springhill Suites, FourPoints, Fairfield Inn, Protea

IATA Number

Ensures agency receives your commission and confirms reservation is made on behalf of verified travel agency

Client's Client's Budget

Expectations to ensure room rate and applicable fees are included in total and do not surpass expectations. Additional fees include taxes, resort/destination fees, breakfast, parking, internet access.

Distinctive Premium

Le Meridian, Westin, Renaissance, Autograph, Design, Tribute Portfolio, Gaylord

Classic Premium

Marriott, Marriott Vacation Club, Sheraton, Delta, Marriott Executive Apartments

Purpose of visit

Purpose of client's visit, helps to check special rates

Qualified Rates

Qualified rate is a hotel rate available only to guests who meet certain criteria. A company rate, loyalty member rate, promotional rate, government rate, or a rate for people affiliated with an organization. Non-commissionable

Classic Luxury

Ritz Carlton, JW Marriott, St. Regis

Room Type

Type of room client would like. Specific features or amenities.