國(guó)際聯(lián)號(hào)酒店前廳客房營(yíng)銷(xiāo)禮賓財(cái)務(wù)運(yùn)營(yíng)管理資料 MRTrainingINTL[1]

1、國(guó)際酒店資料走在路上 SHAPE * MERGEFORMAT HYPERLINK /imgres?imgurl=/images/prod_sys/HotelFitness_150.jpg&imgrefurl=/story.cfm%3Fstory_id%3D12462%26sidebar%3D575%26category%3Dkeep_fit&h=150&w=150&sz=7&tbnid=M1PM1l-hzBtvPM:&tbnh=90&tbnw=90&hl=en&start=491&prev=/images%3Fq%3Dmarriott%2Bhotels%26start%3D480%26svnu

2、m%3D10%26hl%3Den%26lr%3D%26ie%3DUTF-8%26safe%3Doff%26sa%3DN Marriott RewardsProgram Training . . . Building a Foundation to Serve Our Members For International Hotel AssociatesOctober 2008TABLE OF CONTENTSPage PAGE 1PageIntroduction 2Marriott Rewards Overview 3Other Earning Opportunities11Redeeming

3、Points 17Enrolling New Members 22Elite Member Recognition 25Marriotts Rewarding Welcome 31Where to Go For Help 33INTRODUCTIONPage PAGE 33IntroductionOver the years Marriott has remained the leader in guest loyalty by expanding and improving Marriott Rewards to meet guests changing needs and providin

4、g world-class service that keeps guests coming back to Marriott.Your role as Front Desk associates is essential to our mutual success. A good working knowledge of the Marriott Rewards program is important to assist our loyal guests. In addition, we use technology behind the scenes to deliver Marriot

5、ts Rewarding Welcome to enhance our service and improve member satisfaction. At International hotels the property management system is being upgraded to a new system OPERA that will enable Front Desk associates to consistently deliver a higher level of personalized service and recognition for our me

6、mbers. About this Training . . . This training tool provides a foundation for associates to serve Marriott Rewards members by developing basic knowledge of the program. In addition, associates will learn essential skills to enhance the welcome experience of high value guests by delivering Marriotts

7、Rewarding Welcome.MARRIOTT REWARDS OVERVIEWMarriott Rewards OverviewMarriott Rewards is Marriotts award-winning guest loyalty program that rewards its members for stays at participating Marriott International hotel brands and at other partners in order to encourage repeat business.Research shows tha

8、t guests nearly double their stays after they join the program proof that Marriott Rewards encourages repeat business.Members earn either points or airline miles (but not both) for dollars spent during their stays at over 2,800 Marriott hotels worldwide.Point and miles earnings vary by brand.Members

9、 can choose from over 29 frequent flyer airline programs to earn airline miles. Miles earnings vary by brand and airline and all miles earned are automatically sent to the airline frequent flyer program designated by the member.Members can earn additional points through Marriott Rewards travel and s

10、ervice partners like Marriott Rewards Visa Cards, ExecuStay by Marriott and Hertz, to name a few (depending on members country of residence).New members begin as basic members in the program. Most frequent travelers earn Elite membership within Marriott Rewards Silver, Gold and Platinum/Platinum Pre

11、mier status based on the number of personal night stays during a calendar year. Elite members are high value guests and receive added recognition and benefits during their hotel stays in appreciation for their loyalty to Marriott.Members may redeem points for over 300 exciting travel rewards includi

12、ng free hotel stays, worldwide vacation packages, cruises and in Europe, merchandise rewards. How Guests EnrollThere are three ways guests can enroll:By enrolling at the Front Desk of any participating hotel (information on how to “target” and enroll new members at the Front Desk is provided later i

13、n this document)Through the Internet at MWhen making a reservation through a participating hotelMembership in Marriott Rewards is free.Participating Marriott Hotel BrandsThe following brands participate in Marriott Rewards:Marriott Hotels & ResortsJW Marriott Hotels & ResortsRenaissance Hotels & Res

14、ortsMarriott Conference Centers*Courtyard by MarriottResidence Inn by Marriott*TownePlace Suites by Marriott*Fairfield Inn by Marriott*SpringHill Suites by Marriott*Marriott Vacation Club InternationalMarriott Grand Residence ClubHorizons by Marriott Vacation Club*MARRIOTT REWARDS OVERVIEW*Located i

15、n the United StatesHow Members Earn PointsEARNING POINTS WITH MARRIOTT REWARDSBrandsPoint EarningsMarriott Hotels & Resorts10 points per US dollar charged to the room *JW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Conference Centers*Marriott Vacation Club International*Marriott Gr

16、and Residence ClubCourtyard by Marriott10 points per US dollar of the guest room rate charge onlyFairfield Inn by MarriottSpringHill Suites by MarriottResidence Inn by Marriott5 points per US dollar of the guest room rate charge onlyTownePlace Suites by MarriottHorizons by Marriott Vacation Club*5 p

17、oints per US dollar charged to the room *At participating locations only* Points are earned based on qualifying charges that are charged to the hotel roomMARRIOTT REWARDS OVERVIEWQualifying/Non-Qualifying ChargesFamiliarize yourself with charges that qualify/do not qualify for point/miles earnings a

18、t Marriott Hotels & Resorts, JW Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Marriott Conference Centers*, Marriott Vacation Club International*, Marriott Grand Residence Club, Horizons by Marriott Vacation Club.*Qualifying ChargesNon-Qualifying ChargesRoom rageMealsBeveragesPhone callsM

19、oviesPurchases at a Marriott-owned retail storeTaxesPaid outsGift certificate/gift card purchasesBanquet, Catering and group master charges* At participating locations onlyA maximum of three rooms per hotel stay (i.e., consecutive nights) qualify for point or miles earnings when the member stays and

20、 pays for all three rooms. Earning Miles with Marriott RewardsMarriott Rewards members can choose from over 29 airline partners to earn frequent flyer miles from (instead of point earnings). Note: members who choose miles earnings must be a member of the designated airline frequent flyer program in

21、order to receive miles (for details on joining a frequent flyer program, refer guests to the airline).The number of miles members can earn varies by hotel brand and the participating frequent flyer program.Miles earned at hotels outside the United States are calculated based on the US dollar currenc

22、y conversion at time of checkout.Marriott Rewards miles are automatically transferred to the members frequent flyer account (in approximately six weeks). Members may not earn both points and miles for the same stay however, with Marriott Rewards, members earn more of the currency of choice than with

23、 other hotel programs.Members may switch from earning miles to points, and vice versa, before a given stay by updating their member profile online or by contacting Guest Services.Once miles are credited to the members frequent flyer account, changes or recredit of Marriott Rewards points are not all

24、owed.Participating Airlines and Miles EarningsStudy the following table to learn about the participating airlines and their conversion rates.EARNING MILES WITH MARRIOTT REWARDSAirline ProgramMarriott Hotels & ResortsJW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Vacation Club Inter

25、nationalCourtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott TownePlace Suites by Marriott Residence Inn by Marriott Horizons by Marriott Vacation ClubAir Canada Aeroplan 2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room

26、rate1 airline mile per US dollar spent on all qualifying chargesNote: Aeroplan is a registered trademark of Aeroplan Limited PartnershipAir China Phoenix Miles2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spen

27、t on all qualifying chargesNote: miles will be converted into kilometers at a conversion rate of 1.609 kilometers to 1 mile before it is credited to members accountAir France/KLM Flying Blue2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1

28、airline mile per US dollar spent on all qualifying chargesAlaska Airlines Mileage PlanAlitalia MilleMigliaAmerican Airlines AAdvantage ANA Mileage ClubAsiana ClubBritish Airways Executive Club Brussels Airlines PrivilegeCathay Pacific Asia MilesChina Southern Sky Pearl Club2 airline miles per US dol

29、lar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesNote: miles will be converted into kilometers at a conversion rate of 1.609 kilometers to 1 mile before it is credited to members accountContinued . . .EARNIN

30、G MILES WITH MARRIOTT REWARDSAirline ProgramMarriott Hotels & ResortsJW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Vacation Club InternationalCourtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott TownePlace Suites by Marriott Residence Inn by Marriott Horiz

31、ons by Marriott Vacation ClubContinental OnePass 2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesDelta SkyMiles 2 airline miles per US dollar spent on all qualifying charges1 airli

32、ne mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesEmirates Skywards Frontier Airlines EarlyReturnsJetPrivilege LAN LANPASS2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per U

33、S dollar spent on all qualifying chargesNote: miles will be converted to LANPASS kilometers by multiplying the mileage amount by a factor of 1.6 prior to posting to the members accountLufthansa Miles & More2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spen

34、t on room rate1 airline mile per US dollar spent on all qualifying chargesMexicana Airlines Frecuenta2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesNorthwest WorldPerks Qantas Fre

35、quent Flyer*Qantas points earned at participating hotels outside Australia:3 Qantas points per US dollar2 Qantas points per US dollar2 Qantas points per US dollarQantas points earned at participating hotels inside Australia: 3 Qantas points per AUD dollarSingapore Airlines KrisFlyer2 airline miles p

36、er US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesSouthwest Airlines Rapid Rewards .5 Credit per stay (excludes Fairfield Inn)Continued . . .EARNING MILES WITH MARRIOTT REWARDSAirline ProgramMarriott

37、 Hotels & ResortsJW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Vacation Club InternationalCourtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott TownePlace Suites by Marriott Residence Inn by Marriott Horizons by Marriott Vacation ClubTAP Air Portugal Victor

38、ia2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesUnited Mileage Plus US Airways Dividend Miles Varig Brasil Virgin AtlanticFlying Club*Airlines that partner with Marriott Rewards

39、require their members to join Marriott Rewards in order to earn airline miles in the Marriott Rewards program. There is one exception Qantas (does not require their members to join Marriott Rewards in order to earn miles in the Marriott Rewards program). How Guests Become Elite MembersMarriott Rewar

40、ds members earn Elite membership based on the number of personal night stays at all participating Marriott International hotel brands.One night stay credit is earned for each personal night stay.There are three distinct levels of Elite membership Silver, Gold, Platinum/Platinum Premier.The Platinum

41、level includes Platinum Premier a subset of the Platinum level. Platinum Premier members are an exclusive group representing the top 3 % of Platinum members based on room nights, number of stays and tenure as a Platinum member.The membership card for Platinum Premier members is identical to the Plat

42、inum card except “Platinum Premier” is printed on it. Platinum Premier members have earned the highest level of personalized service, recognition and appreciation.Members achieve Elite membership by staying the required number of personal nights within a calendar year (January through December).Memb

43、ership LevelEligibility Requirement(Nights Stayed Within Calendar Year)Silver10-49 SHAPE * MERGEFORMAT Gold50-74Platinum/Platinum Premier75 +Once a level of membership is obtained, it is valid from the remainder of the current year through the end of the following year.Upon qualifying, Elite members

44、hip is automatic and free.The members account number does not change when Elite status is achieved however a new membership card is issued indicating the guests Elite level.Earning Bonus Points with Elite MembershipElite members receive bonus points on top of the base points earned during stays at a

45、ll participating Marriott brands (does not apply to miles earnings).Elite Member Bonus PointsSilverGoldPlatinum/Platinum Premier20%25%30%Elite BenefitsFor detailed information on all Elite benefits see pages 27-29.OTHER EARNING OPPORTUNITIESOther Earning OpportunitiesIn addition to earning points wi

46、th participating Marriott International hotel brands, members can earn additional points through Marriott Rewards travel and service partners like Marriott Rewards Visa Signature Card, Travelling Connect, Hertz, Sixt, Payback and Diners Club (depending on their country of residence) to name a few.Ho

47、tel PartnersEarning Points with Hotel PartnersMarriott Executive ApartmentsOffers international, upscale apartments with hotel-like amenities for traveling business professionals seeking temporary housing for extended periods of time (30+ nights). Members may choose point or miles earnings:Members e

48、arn 2.5 points or 1 frequent flyer airline mile per US $1 spent at a Marriott Executive Apartment.1 Elite night credit for every 3 nights spent at a Marriott Executive Apartment. Marriott ExecuStayOffers fully furnished apartments for temporary housing needs in the USMembers earn 2.5 points per doll

49、ar on all qualifying charges (30 day minimum stay required)Marriott RewardsVisaCredit CardsMarriott Rewards offers three credit cards for residents of the United States: HYPERLINK /cgi-bin/webcgi/webserve.cgi?page=cont&mkid=6T5W&partner_dir_name=marriott_rewards_15k Marriott Rewards Visa SignatureCa

50、rd HYPERLINK /cgi-bin/webcgi/webserve.cgi?partner_dir_name=marriott_bizcard_15k&page=cont&mkid=6VEE Marriott Rewards Premier Visa Signature Card Marriott Rewards Visa Business CardIn addition, Marriott Rewards offers Canadian members the Marriott Rewards Platinum Visa Card and UK members the UK Marr

51、iott Rewards Platinum Visa Card. Earning Points with Marriott RewardsVisaCredit CardsCanadaMarriott Rewards Platinum Visa CardOffered exclusively for Canadian Marriott Rewards members10,000 bonus points after first purchase using the cardEarn 3 points for every $1 CAD spent at over 2,800 Marriott lo

52、cations.Earn 1 point for every $1 CAD spent on all other purchasesAutomatic Silver Elite membership in Marriott RewardsUKMarriott Rewards Platinum Visa CardOffered exclusively for UK Marriott Rewards membersEarn 10,000 bonus points after first purchase using the cardEarn 2 points for every 1 spent a

53、t over 2,800 Marriott locationsEarn 1 point for every 1 spent on all other purchasesAutomatic Silver Elite membership in Marriott Rewards0% APR for 6 months on purchases0% APR for 9 months on balance transfers (3% balance transfer fee)No annual feeUS HYPERLINK javascript:sendto(US,no_brand,/cgi-bin/

54、webcgi/webserve.cgi?partner_dir_name=marriott_rewards_15k_certificate&page=cont&mkid=617V&msc=Z0048860,2); o Marriott Rewards Visa Signature Marriott Rewards Visa SignatureCard 20,000 bonus points after first purchaseReceive a Free Night stay e-certificate upon account openingEarn 3 points for every

55、 US $1 spent at over 2,800 Marriott locationsEarn 1 point for every US $1 spent on all other purchasesReceive 10 nights credit toward Elite status every year and enjoy Sliver Elite status or betterUS HYPERLINK javascript:sendto(US,no_brand,/cgi-bin/webcgi/webserve.cgi?partner_dir_name=marriott_rewar

56、ds_15k_certificate&page=cont&mkid=617V&msc=Z0048860,2); o Marriott Rewards Visa Signature Marriott Rewards Visa SignatureCard 20,000 bonus points after first purchase Receive a Free Night stay e-certificate upon account opening and each year upon account anniversaryEarn 5 points for every US $1 spen

57、t at over 2,800 Marriott locationsEarn 2 points for every US $1 spent on airline, dining, and rental car purchasesEarn 1 point for every US $1 spent on all other purchasesReceive 15 nights credit toward elite status every year2 for 1 golf coupon upon account opening US HYPERLINK javascript:sendto(US

58、,no_brand,/cgi-bin/webcgi/webserve.cgi?partner_dir_name=marriott_bizcard_15k_certificate&page=cont&mkid=619S&msc=Z0048915,2); o Marriott Rewards Visa Business Marriott Rewards Visa BusinessCard 20,000 bonus points after first purchaseReceive a Free Night stay e-certificate upon account openingEarn 3

59、 points for every US $1 spent at over 2,800 Marriott locationsEarn 1 point for every US $1 spent on all other purchasesReceive 10 nights credit toward elite status every year and enjoy Sliver Elite status or betterSeparate personal and business expenses with detailed monthly billing statements and q

60、uarterly management reportsService PartnersMembers can earn points when purchasing services and merchandise from the following partner companies. (International locations may vary.)Earning Points with Marriott Rewards Service PartnersChase*35,000 Marriott Rewards pointson a Chase Home Equity Loan or