Marriott launches industry-Leading personalized service program- Spitit to serve our guests
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Marriott launches industry-Leading personalized service program- Spitit to serve our guests
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Category: Worldwide -
This is a press release selected by our editorial committee and published online for free on 2006-01-13
New Reservations Technology Instantly Recognizes Personal Preferences
• Pre-arrival E-mail Helps With Trip Planning
• Marriott’s Rewarding Welcome Recognizes Guest Preferences at Check-in Globally
• Virtual Concierge Lets Guests Select Special Services and Amenities Online
• DreamRewards’ Tracker Automatically Reports Progress Toward a Dream Vacation
Marriott International, Inc. (MAR: NYSE) is taking its personalized service to a new level with the launch of Spirit To Serve Our Guests, an industry-leading guest service program. From first contact to check-in, Marriott’s Spirit To Serve Our Guests 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 toward their dream vacations.
“Personalized service is critical to delivering a high-quality guest experience,” said Amy McPherson, executive vice president, sales and marketing, Marriott International, Inc. “Marriott’s Spirit To Serve Our Guest 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.”
Reservations – When guests call any of our Worldwide Reservations Offices, new telephone technology instantly identifies them and transfers their personal preferences to the booking screen. The Marriott agent has instant access to the guests’ personal preferences including room-type, special requests such as foam versus feather pillows, method of payment and Marriott Rewards account numbers.
Pre-Arrival – After making a reservation, guests also receive a personalized pre-arrival e-mail with detailed information about their upcoming stay and destination. They get the latest information on weather, transportation, events and attractions, local restaurants and other entertainment. Marriott’s pre-arrival service was an industry first and is available at more than 2,500 hotels and resorts worldwide.
Marriott’s Rewarding Welcome –This expanded program allows employees to anticipate and deliver on Marriott Rewards members’ personal stay preferences. After entering their preferences online just once, member requests for extra towels, foam pillows, refrigerators or even a specific newspaper will be honored automatically at hotels globally, including Marriott Hotels & Resorts, JW Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Marriott Vacation Club International, Courtyard, Residence Inn, SpringHill Suites, Fairfield Inn and TownePlace Suites brands. Coming later this year—hotel folios will be e-mailed directly to guests.
Virtual Concierge – With the addition of Marriott’s virtual concierge, guests planning stays at the company’s full-service properties can customize their experiences online. The virtual concierge helps guests order ahead for room service, make dinner reservations, arrange for car service, order a roll-away bed or request connecting rooms. At Marriott and Renaissance resorts, guests can also schedule a round of golf, sign up for tennis lessons or book spa treatments. The virtual concierge is available at nearly 400 properties worldwide.
Marriott Rewards DreamRewards’ Tracker – DreamRewards Tracker is the latest privilege of Marriott Rewards membership. It lets members electronically select and save the rewards they dream about. It even allows members to monitor how close they are to realizing their dreams based on their Marriott Rewards total points—whether those dreams involve a free trip to Hawaii, a round of golf, or anything in between.
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