OPERATIONS I OPERATIONS STANDARDS
OPERATIONS STANDARDS
M Club certification is dependent on lounges meeting all Activation and Operations and F&Brequirements. • 24/7 access to Grab & Go snacks, non-alcoholic beverages, high-speed Wi-Fi, and business support services. • Clearly presented F&B offerings and hosting: - In the in-room guest directory - Posted in the Lounge • Guest-focused service & engagement (i.e., hosted during core times • Host present at the entry during peak a.m. and p.m. times, weekdays and weekends, to ensure the brand standard of Elite/M Club paying member +1 is met. • GM or Executive Team presence (visit) during peak a.m. & p.m. times, weekdays and weekends. • Technology: - Strongest Wi-Fi in hotel - Wireless printing - Computer station(s) - Convenient power supply near each seating group - Television(s) • Ambience using music and lighting adjusted by day part. • Breakfast buffet offered 7 days/week (either within the M Club or utilizing an adjacent restaurant or Greatroom breakfast buffet). • Grab & Go offerings that transition from breakfast selection during breakfast hours to all-day snacks during day and evening hours. • Self-serve espresso coffee machine in Grab & Go area, in addition to drip coffee at breakfast and peak times. • Filtered still & sparkling water station in Grab & Go area. • Evening F&B experience: - Standard to offer both hot and cold hors d’oeuvres of single portion and high quality - Standard to offer a menu from hotel outlet (A La Carte, Greatroom) - Alcoholic beverages for purchase via at least one of the following: (1) Service from Greatroom bar, if meets the following requirements: - In-Lounge server must acknowledge the guest within one-minute of their arrival - Beverages, with the exception of cocktails, can be & are delivered within 3 minutes of guest’s order - A second drink order is solicited before the first is less than 1/3 full (2)In-Lounge Bartender (3)Use of self-service enomatic wine station (e.g., Napa Tech, Cruvinet, etc.), beer taps*, batch cocktails* *best practice/optional
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Marriott International Confidential & Proprietary Information
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