Knowledge Check 1 Review

4 CEC Customer Service Standards: Make it Effortless,Drive/Celebrate Loyalty, Personalize, Know our Hotels&Promote Sales

Which of the following is NOT one of the Five Human Truths discussed in Taking Ownership?

Cases that are linked to a guest’s account can be found on what tab?

Which tab should you select in the guest lookup tool to search by a Marriott Bonvoy number?

“Listens and Sets Expectations” is a key driver of which CustomerService Standard?

The property account page includes the hotel’s phone number?

“Minimizes dead air” is a behavior in which Customer ServiceStandard?

Which piece of information is NOT included in the Guest ProfileSummary?

HEART is an acronym for which of the following?

Using the image provided, where can you check you are viewing the most recent version of an article to ensure accuracy?

Active Listening involves listening attentively to someone, paraphrasing what is being said, and withholding judgment

Which view in Knowledge provides updated information regarding policy changes and urgent announcements?

To search by name using Guest Lookup you must provide at least 3 letters for the first name, how many letters for last

What should you select from the filter to limit the Universal Search results and only view matching Contact Records?

"Accurately updates Marriott Bonvoy account information and advises Guest, as needed” is a key driver of which CSS?

Which option should you use to update a guest’s email address?

The Call Guidelines provide advice for how a typical call flow may occur when assisting a guest. It is not a requirement

What are the two different type of Accounts?

“Delivers tailored response” is a behavior in which Customer ServiceStandard?

Using the image, where would you click next to navigate to theKnowledge screen?