Any associate who receives a guest complaint "Owns" the complaint. Use the L.E.A.R.N. process to do everything in your power to never lose a guest. Follow guest response procedures to ensure that the guest is delighted.
It’s everyone’s responsibility to learn and honor our guests’ preferences so we can personalize their stay.
It is the responsibility of every associate to report defects in the hotel, including shortages of equipment and supplies.
Uncompromising standards of cleanliness are everyone’s responsibility. Clean as you go. Both the Front of the House and the "Heart of the House".
This is a great place to work, so please always be an ambassador of your hotel and company, both in and outside of work. Avoid negative comments. Never complain in front of a guest. Express workplace concerns in a constructive manner.
Be knowledgeable about hotel information to answer guest inquiries. Always recommend the hotel’s food and beverage outlets first. Escort guests rather than pointing out directions. When this is not possible , take the guest the first three steps.
Follow telephone etiquette .Introduce yourself. Always answer within three rings. Use appropriate greetings . Always request the guest’s permission to transfer their call or place them on hold. Eliminate transfers when possible.
We practice teamwork and treat each other with the same respect we afford our family and best guests. We adhere to Mr. Marriott’s belief that "If we take care of each other , we will be able to take better care of our guests."