OPERATIONS I HOSTING REQUIREMENTS
THE ART OF HOSTING: STANDARDS + BEST PRACTICES
STANDARD: Host present at the entry during peak a.m. & p.m. times, weekdays and weekends, to ensure brand standard of Elite/M Club paying member + 1 is met.
The Welcome host is present to deliver the following M Club experience: • Welcome and engage guests. • Monitor guest access to a Platinum, Gold or M Club paying customer + 1 guest. • Project the M Club’s exclusive and coveted experience. • Share information on all of the key benefits of the M Club Lounge (24/7 access, food and beverage offerings, breakfast and evening F&B hours, technology, etc.). • Assist guest directly (as opposed to merely referring the guest to someone else) in services such as (but not limited to):
• Reservations for airlines, hotels, rental cars, restaurants, etc. • Tickets for theater, sporting events, local tours/attractions, etc. • Sightseeing information and tours • Audiovisual rentals • Massage, facial, hair appointments • Floral and gift purchases • Overnight letter express • Key knowledge of local area • Printed directions to local attractions • Information about and arranging business services (typing, faxing, copying)
BEST PRACTICES: • Desired task ratio is targeted at 10% maintenance, 20% F&B, and 70% welcome/guest focus. • Train your Welcome host to upsell M Club access to guests who do not have access. Lobby-level location makes your M Club visible and front-and-center for foot traffic through lobby. Arm your Welcome host with the information and resources they need to issue access through a POS or tablet device.
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Marriott International Confidential & Proprietary Information
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