Product Knowledge Quiz

Marriott Bonvoy Enrollment & Loyalty Excellence

1. When enrolling a new member in the Marriott Bonvoy loyalty program, what should you do after providing them with an enrollment brochure and membership number?

+ Encourage them to download the Marriott Bonvoy app to discover more benefits

+ Invite them to indicate their preferences on their online account

+ Share some interesting ways to start earning points

+ Highlight the range of benefits and experiences that are now available to them

2. What best practices should associates consistently follow to support and achieve the property’s Marriott Bonvoy enrollment goals?

+ Act on each and every opportunity to enroll guests

+ Refer to the member/non-member reports during the pre-arrival planning process

+ Use non-member alerts in your property management system to quickly identify opportunities

3. If a guest declines to enroll in Marriott Bonvoy at check-in due to time constraints, how should you respond in a way that remains respectful, efficient, and guest-focused?

+ Suggest that they come back and enroll at the front desk later at a more convenient time for them. Add a note to v the guest's reservation so a colleague can offer to enroll the guest at check-out

+ Confirm their reservation details, then explain that you can enroll them with their verbal consent and that it will only take a few minutes

Guest Experience & Service Recovery

1. When a guest raises a concern during their stay and the issue has been resolved, why is it essential to document the details in the property’s tracking system?

To help identify larger issues

2. Why is it important to communicate a guest’s concern and resolution to other associates and departments?

So that they are aware of the situation and resolution

JW Marriott Brand Understanding

1.The target guest for JW Marriott Hotels is described as Mindful & Fulfilled. What key characteristics define this guest profile?

They are experienced travelers focused on well-being and guided by daily habits

2. How is the JW Marriott brand positioned within the luxury hospitality landscape?

Provide a haven where every detail is taken care so guests are free to focus on themselves – mind, body, and spirit

3. One of the JW Marriott Brand Core Values is Warm. What does this value represent in guest interactions and service delivery?

Welcoming guests with a warmth that conveys a deep sense that “all is well”

4. What are the four brand pillars that define the JW Marriott experience?

Be Mindful & Present - Tập trung & Hiện diện

Nourish the Soul - Nuôi dưỡng Tâm hồn

Come together - Gắn kết

JW Marriott Service Intentions

1. The fourth JW Marriott Service Intention is Be Swift: Hop to It. What behaviors and actions does this intention encourage?

Matching guests' urgency to show that they are important and that you value their time

2. One of the JW Marriott Service Intentions is Be Thoughtful: Add the Unexpected. What does this look like when brought to life in daily service?

Adding a unique twist that is truly meaningful to the guest

Brand & Heritage Knowledge

1. What does “JW” stand for in JW Marriott?

John Willard Marriott

2. What are the four (4) core values of the JW Marriott brand?

Warm - Ấm áp

Uplifting - Nâng tầm

Intentional - Tận tâm

Natural - Tự nhiên

3. Who is the primary target guest of the JW Marriott brand?

Well being - Sức khỏe toàn diện

Brand Programs

1. What is the primary focus of the Savor by JW brand program?

To provide healthy in-room dining options

2. Which statement best reflects the purpose of Sensory Programming at JW Marriott?

To create environments that harmonize with the senses and encourage mindfulness

3. What is the core philosophy behind the Spa by JW brand program?

To make the spa experience accessible and inviting for all guests

4. What is the main objective of the Family by JW brand program?

To create meaningful experiences for families

Marriott International Core Values

1. Which core value best aligns with the following statement:

Marriott continuously adapts to evolving guest needs through new brands, destinations, and experiences.

Embrace change - Đón nhận thay đổi

2. Which core value reflects this belief:

Marriott demonstrates meticulous attention to detail and an unwavering commitment to service excellence.

Pursuing excellence - Theo đuổi sự hoàn hảo

3. Which core value aligns with the philosophy of creating growth and development opportunities for associates?

Putting people first - Đặt con người ưu tiên hàng đầu

4. Which core value is represented by Marriott’s global sustainability and social impact platform, Serve 360: Doing Good in Every Direction?

Serving our world - Phục vụ thế giới chúng ta

Marriott History & Facts

1. True or False:

The Twin Bridges Motor Hotel, opened in 1927, was the first hotel developed by Marriott International.

False

2. Where is Marriott International’s global headquarters located?

Maryland, US

Property Knowledge

1. Identify the restaurant described below:

The name translates to “Time Flies”
Architecture-inspired design
Serves breakfast, lunch, and dinner

Tempus Fugit Restaurant

2. Identify the restaurant described below:

Features live band performances
Open from 4:00 PM to 12:00 AM
Located in a laboratory-themed building

Department of Chemistry Bar (DOC)

3. Where is the children’s swimming pool located?

Sand Pool

4. What is the recommended air-conditioning temperature for staff house rooms?

25 degrees C or above

5. Where is the designated assembly point in the event of a fire?

Running Track

Sustainability & Safety

1. In support of sustainable development goals, is it true or false that plastic straws are no longer provided with beverages unless requested?

Wrong

Training & Development

1. For departments requiring skill-based training, what is the average number of training hours required per associate in 2026 to achieve the K goal?

Marriott Bonvoy Program

1. How many membership tiers are included in the Marriott Bonvoy program?

2. What are the core values that define the Marriott Bonvoy program?

Create meaningful relationship with guests

3. What do members value most about the Marriott Bonvoy experience?

Personalization and recognition - Cá nhân hóa và công nhận

4. After completing 25 qualifying nights in a calendar year, what benefit do Marriott Bonvoy members receive?

Gold Elite status - Thành viên hạng Vàng

5. Which Marriott Bonvoy Elite tiers are eligible for complimentary lounge access, where available?

Platinum Elite and above

6. All Marriott Bonvoy members, regardless of tier, are eligible for Member Rates when booking directly through Marriott channels. True or False?

True

7. What is the primary purpose of the Marriott Bonvoy loyalty program?

To enhance the travel experience for members

8. During a team briefing, your manager emphasized the importance of loyalty. In your role, what strategies would you apply to strengthen long-term loyalty among guests and members?

Personalize the experience for members and acknowledge their loyalty.

9. Marriott Bonvoy members receive complimentary in-room internet access. True or False?