OPERATIONS I HOSTING REQUIREMENTS
THE ART OF HOSTING
HOST TRAINING AND CERTIFIC ATION
HOSTING/ SUPERVISION
Great service through great hosting is critical to delivering a positive experience, which is key to maximizing revenue as the guest will want to stay longer and return more often.
All M Club hosts (Welcome & In-Lounge hosts) must be trained in the following in order to deliver the elevated M Club experience: • All key benefits of the M Club (24/7 access, food and beverage offerings - both complimentary and those available for sale, breakfast and evening F&B hours, technology, etc.). • Mastering the 15/5. • Providing drink sales as a part of the service steps (PM beverage program). • Providing food sales as part of the services steps (Greatroom, restaurant or Fresh Bites menu available). Menu should be visible to guests on most tables in the Lounge during the evening host(ess) hours. • Maintenance and operations of all media and technology applications available (e.g., tablets, handheld micros). • Maintenance and operations of all M Club Signature equipment available (e.g., wine station, water purification system, coffee/espresso machine). • Lounge must be staffed by an attendant whenever hot food or liquor services are offered. • Lounge Supervision duties must be assigned when a host(ess) is not scheduled. • Hotel must ensure that there is no solicitation of tips in any manner (display or verbal) which is prohibited in the M Club.
• All guest-facing associates (hosts, cocktail servers and front desk associates) must complete associate training and certification within the first 30 days of being hired.
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Marriott International Confidential & Proprietary Information
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