MARRIOTT International has launched the Spirit To Serve Our Guests, an industry-leading guest service programme.
From first contact to check-in, the plan engages the customer in five key service experiences; calls to reservations now pre-identify guest preferences; pre-arrival e-mails help with trip planning; Marriott’s Rewarding Welcome allows hotels globally to recognize guest preferences at check-in; a virtual concierge lets guests select special amenities online; and a new system helps Marriott Rewards members track points towards dream vacations.
“Personalized service is critical to delivering a high-quality guest experience,” says Amy McPherson, executive vice president, sales and marketing, Marriott International. “The new approach makes the customer feel recognized and special from the very beginning. We are combining nearly 80 years of service leadership with technology innovation to make personalized travel easier and faster than ever, and our guests love it.”
When guests call any Worldwide Reservations Offices, new telephone technology instantly identifies them and transfers their personal preferences to the booking screen. Having made a reservation, guests receive personalized pre-arrival e-mails with detailed information on weather, transportation, local restaurants and other entertainment at their destination. The service is available at more than 2,500 properties.
Marriott’s Rewarding Welcome allows employees to anticipate and deliver on Marriott Rewards members’ personal stay preferences.
With the addition of Marriott’s virtual concierge, guests planning stays at 400 full-service properties can customize their experiences online to order ahead for room service, dinner reservations or lifestyle activities.
The DreamRewards’ Tracker is the latest benefit of Marriott Rewards membership, letting members electronically select rewards and monoitor how close they are to realizing these.