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1、国际酒店资料 Marriott RewardsProgram Training . . . Building a Foundation to Serve Our Members For International Hotel AssociatesOctober 2008走在路上TABLE OF CONTENTSPageIntroduction 2Marriott Rewards Overview 3Other Earning Opportunities11Redeeming Points 17Enrolling New Members 22Elite Member Recognition 25
2、Marriotts Rewarding Welcome 31Where to Go For Help 33Page 1INTRODUCTIONIntroductionOver the years Marriott has remained the leader in guest loyalty by expanding and improving Marriott Rewards to meet guests changing needs and providing world-class service that keeps guests coming back to Marriott.Yo
3、ur role as Front Desk associates is essential to our mutual success. A good working knowledge of the Marriott Rewards program is important to assist our loyal guests. In addition, we use technology behind the scenes to deliver Marriotts Rewarding Welcome to enhance our service and improve member sat
4、isfaction. At International hotels the property management system is being upgraded to a new system OPERA that will enable Front Desk associates to consistently deliver a higher level of personalized service and recognition for our members. About this Training . . . This training tool provides a fou
5、ndation for associates to serve Marriott Rewards members by developing basic knowledge of the program. In addition, associates will learn essential skills to enhance the welcome experience of high value guests by delivering Marriotts Rewarding Welcome.Page 33MARRIOTT REWARDS OVERVIEWMarriott Rewards
6、 Overview Marriott Rewards is Marriotts award-winning guest loyalty program that rewards its members for stays at participating Marriott International hotel brands and at other partners in order to encourage repeat business. Research shows that guests nearly double their stays after they join the pr
7、ogram proof that Marriott Rewards encourages repeat business. Members earn either points or airline miles (but not both) for dollars spent during their stays at over 2,800 Marriott hotels worldwide. Point and miles earnings vary by brand. Members can choose from over 29 frequent flyer airline progra
8、ms to earn airline miles. Miles earnings vary by brand and airline and all miles earned are automatically sent to the airline frequent flyer program designated by the member. Members can earn additional points through Marriott Rewards travel and service partners like Marriott Rewards Visa Cards, Exe
9、cuStay by Marriott and Hertz, to name a few (depending on members country of residence). New members begin as basic members in the program. Most frequent travelers earn Elite membership within Marriott Rewards Silver, Gold and Platinum/Platinum Premier status based on the number of personal night st
10、ays during a calendar year. Elite members are high value guests and receive added recognition and benefits during their hotel stays in appreciation for their loyalty to Marriott. Members may redeem points for over 300 exciting travel rewards including free hotel stays, worldwide vacation packages, c
11、ruises and in Europe, merchandise rewards. How Guests Enroll There are three ways guests can enroll:1. By enrolling at the Front Desk of any participating hotel (information on how to “target” and enroll new members at the Front Desk is provided later in this document)2. Through the Internet at M3.
12、When making a reservation through a participating hotel Membership in Marriott Rewards is free.Participating Marriott Hotel Brands The following brands participate in Marriott Rewards: Marriott Hotels & Resorts JW Marriott Hotels & Resorts Renaissance Hotels & Resorts Marriott Conference Centers* Co
13、urtyard by Marriott Residence Inn by Marriott* TownePlace Suites by Marriott* Fairfield Inn by Marriott* SpringHill Suites by Marriott* Marriott Vacation Club International Marriott Grand Residence Club Horizons by Marriott Vacation Club*MARRIOTT REWARDS OVERVIEW*Located in the United StatesHow Memb
14、ers Earn PointsEARNING POINTS WITH MARRIOTT REWARDSBrandsPoint EarningsMarriott Hotels & Resorts10 points per US dollar charged to the room *JW Marriott Hotels & ResortsRenaissance Hotels & ResortsMarriott Conference Centers*Marriott Vacation Club International*Marriott Grand Residence ClubCourtyard
15、 by Marriott10 points per US dollar of the guest room rate charge onlyFairfield Inn by MarriottSpringHill Suites by MarriottResidence Inn by Marriott5 points per US dollar of the guest room rate charge onlyTownePlace Suites by MarriottHorizons by Marriott Vacation Club*5 points per US dollar charged
16、 to the room *At participating locations only* Points are earned based on qualifying charges that are charged to the hotel roomMARRIOTT REWARDS OVERVIEWQualifying/Non-Qualifying Charges Familiarize yourself with charges that qualify/do not qualify for point/miles earnings at Marriott Hotels & Resort
17、s, JW Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Marriott Conference Centers*, Marriott Vacation Club International*, Marriott Grand Residence Club, Horizons by Marriott Vacation Club.*Qualifying ChargesNon-Qualifying Charges Room rage Meals Beverages Phone calls Movies Purchases at a
18、Marriott-owned retail store Taxes Paid outs Gift certificate/gift card purchases Banquet, Catering and group master charges* At participating locations only A maximum of three rooms per hotel stay (i.e., consecutive nights) qualify for point or miles earnings when the member stays and pays for all t
19、hree rooms. Earning Miles with Marriott Rewards Marriott Rewards members can choose from over 29 airline partners to earn frequent flyer miles from (instead of point earnings). Note: members who choose miles earnings must be a member of the designated airline frequent flyer program in order to recei
20、ve miles (for details on joining a frequent flyer program, refer guests to the airline). The number of miles members can earn varies by hotel brand and the participating frequent flyer program. Miles earned at hotels outside the United States are calculated based on the US dollar currency conversion
21、 at time of checkout. Marriott Rewards miles are automatically transferred to the members frequent flyer account (in approximately six weeks). Members may not earn both points and miles for the same stay however, with Marriott Rewards, members earn more of the currency of choice than with other hote
22、l programs. Members may switch from earning miles to points, and vice versa, before a given stay by updating their member profile online or by contacting Guest Services. Once miles are credited to the members frequent flyer account, changes or recredit of Marriott Rewards points are not allowed.Part
23、icipating Airlines and Miles EarningsStudy the following table to learn about the participating airlines and their conversion rates.EARNING MILES WITH MARRIOTT REWARDSAirline Program Marriott Hotels & Resorts JW Marriott Hotels & Resorts Renaissance Hotels & Resorts Marriott Vacation Club Internatio
24、nal Courtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott TownePlace Suites by Marriott Residence Inn by Marriott Horizons by Marriott Vacation ClubAir Canada Aeroplan 2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate
25、1 airline mile per US dollar spent on all qualifying chargesNote: Aeroplan is a registered trademark of Aeroplan Limited PartnershipAir China Phoenix Miles2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on
26、 all qualifying chargesNote: miles will be converted into kilometers at a conversion rate of 1.609 kilometers to 1 mile before it is credited to members accountAir France/KLM Flying Blue2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airl
27、ine mile per US dollar spent on all qualifying chargesAlaska Airlines Mileage PlanAlitalia MilleMigliaAmerican Airlines AAdvantage ANA Mileage ClubAsiana ClubBritish Airways Executive Club Brussels Airlines PrivilegeCathay Pacific Asia MilesChina Southern Sky Pearl Club2 airline miles per US dollar
28、spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesNote: miles will be converted into kilometers at a conversion rate of 1.609 kilometers to 1 mile before it is credited to members accountContinued . . .EARNING MI
29、LES WITH MARRIOTT REWARDSAirline Program Marriott Hotels & Resorts JW Marriott Hotels & Resorts Renaissance Hotels & Resorts Marriott Vacation Club International Courtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott TownePlace Suites by Marriott Residence Inn by Marriott Hori
30、zons by Marriott Vacation ClubContinental OnePass 2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesDelta SkyMiles 2 airline miles per US dollar spent on all qualifying charges1 airl
31、ine mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesEmirates Skywards Frontier Airlines EarlyReturnsJetPrivilege LAN LANPASS2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per
32、US dollar spent on all qualifying chargesNote: miles will be converted to LANPASS kilometers by multiplying the mileage amount by a factor of 1.6 prior to posting to the members accountLufthansa Miles & More2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spe
33、nt on room rate1 airline mile per US dollar spent on all qualifying chargesMexicana Airlines Frecuenta2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesNorthwest WorldPerks Qantas Fr
34、equent Flyer*Qantas points earned at participating hotels outside Australia:3 Qantas points per US dollar2 Qantas points per US dollar2 Qantas points per US dollarQantas points earned at participating hotels inside Australia: 3 Qantas points per AUD dollarSingapore Airlines KrisFlyer2 airline miles
35、per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesSouthwest Airlines Rapid Rewards .5 Credit per stay (excludes Fairfield Inn)Continued . . .EARNING MILES WITH MARRIOTT REWARDSAirline Program Marrio
36、tt Hotels & Resorts JW Marriott Hotels & Resorts Renaissance Hotels & Resorts Marriott Vacation Club International Courtyard by Marriott Fairfield Inn by Marriott SpringHill Suites by Marriott TownePlace Suites by Marriott Residence Inn by Marriott Horizons by Marriott Vacation ClubTAP Air Portugal
37、Victoria2 airline miles per US dollar spent on all qualifying charges1 airline mile per US dollar spent on room rate1 airline mile per US dollar spent on all qualifying chargesUnited Mileage Plus US Airways Dividend Miles Varig Brasil Virgin AtlanticFlying Club*Airlines that partner with Marriott Re
38、wards require their members to join Marriott Rewards in order to earn airline miles in the Marriott Rewards program. There is one exception Qantas (does not require their members to join Marriott Rewards in order to earn miles in the Marriott Rewards program). How Guests Become Elite Members Marriot
39、t Rewards members earn Elite membership based on the number of personal night stays at all participating Marriott International hotel brands. One night stay credit is earned for each personal night stay. There are three distinct levels of Elite membership Silver, Gold, Platinum/Platinum Premier. The
40、 Platinum level includes Platinum Premier a subset of the Platinum level. Platinum Premier members are an exclusive group representing the top 3 % of Platinum members based on room nights, number of stays and tenure as a Platinum member. The membership card for Platinum Premier members is identical
41、to the Platinum card except “Platinum Premier” is printed on it. Platinum Premier members have earned the highest level of personalized service, recognition and appreciation. Members achieve Elite membership by staying the required number of personal nights within a calendar year (January through De
42、cember).Membership LevelEligibility Requirement(Nights Stayed Within Calendar Year)Silver10-49Gold50-74Platinum/Platinum Premier75 + Once a level of membership is obtained, it is valid from the remainder of the current year through the end of the following year. Upon qualifying, Elite membership is
43、automatic and free. The members account number does not change when Elite status is achieved however a new membership card is issued indicating the guests Elite level.Earning Bonus Points with Elite MembershipElite members receive bonus points on top of the base points earned during stays at all par
44、ticipating Marriott brands (does not apply to miles earnings).Elite Member Bonus PointsSilverGoldPlatinum/Platinum Premier20%25%30%Elite BenefitsFor detailed information on all Elite benefits see pages 27-29.OTHER EARNING OPPORTUNITIESOther Earning OpportunitiesIn addition to earning points with par
45、ticipating Marriott International hotel brands, members can earn additional points through Marriott Rewards travel and service partners like Marriott Rewards Visa Signature Card, Travelling Connect, Hertz, Sixt, Payback and Diners Club (depending on their country of residence) to name a few.Hotel Pa
46、rtnersEarning Points with Hotel PartnersMarriott Executive Apartments Offers international, upscale apartments with hotel-like amenities for traveling business professionals seeking temporary housing for extended periods of time (30+ nights). Members may choose point or miles earnings: Members earn 2.5 points or 1 frequent flyer airline mile per US $1 spent at a Marriott Executive Apartment. 1 Elite night credit for every 3 nights