Knowledge Check 1

“Accurately updates Marriott Bonvoy™ account information & advises Guest, as needed”-a key driver of Cust Serv Standard?

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

Using Guest Lookup tool, must provide atleast 3 characters for the 1st name & how many characters for the last name

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

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

Using the image, where can you quickly access additional articles that are in common on a Knowledge article?

CEC Call Guidelines provide suggestions- how a typical call flow may occur when assisting a guest, not a requirement.

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

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

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

The four CEC Customer Service Standards are:

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

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

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

What should you select from the drop-down to limit the Universal Search results & only view matching Contact Records?

Which piece of information is NOT included in the Guest Profile Summary?

Active Listening is listening attentively, paraphrasing what is being said, and withholding judgement, opinion, or bias.

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

What are the two different type of Accounts?

HEART is an acronym for which of the following?