Greet the guest...
Smiles and greets the guest with eye contact and a warm smile. Escorts guest to the Front Desk if possible.
Uses the guests name...
Uses the guests name at least twice.
Establishes the guests needs...
Responds to quese. Uses value added statements.
Confirms key information...
Confirms # nights, type of room, room package, discreetly identifies rate and room number, and confirms pre arrival requests.
Recognizes elite status or offers MRW enrollment.
Method of Payment
Secures method of payment. If debit card explains correct process
Asks about parking and explains procedures
Offers assistance and thanks the guest for choosing Marriott, smiles, and makes eye contact
Made it Brilliant