FINAL EXAM TRAINING AND ALL
ACTUAL ANSWERS.
What is the meaning of the 15/5 rule? SSM
a) At 15 feet make eye contact and smile. At 5 feet maintain eye contact.
b) At 15 feet make eye contact and smile. At 5 feet maintain eye contact then greet the guest
with a warm welcome
c) Greet the guest 15 hours 5 days of the week
d) At 15 feet acknowledge guest standing on queue. At 5 feet use guest name when known -
Answer b) At 15 feet make eye contact and smile. At 5 feet maintain eye contact then greet
the guest with a warm welcome
Which are the top 3 points of the check-in BSA that have the highest punctuation (16 points)
SSM
a) Respond to cues, warm and sincere closing, all Marriott Bonvoy members recognized
b) Warm welcome, use guest name, warm and sincere closing
c) Warm welcome, use guest name, all Marriott Bonvoy members recognized
b) Offer enrollment, offer room upgrade, create personal connections - Answer c) Warm
welcome, use guest name, all Marriott Bonvoy members recognized
In the check-in BSA audit, the host must welcome the mobile check in minimally with: SSM
a) This question is not applicable if the hotel is located in CALA region
b) Thank you for using mobile check in! What do you think about it?
c) We have been expecting you, thank you for using the mobile check in!
d) Are you checking in?, thank you for using mobile check in! - Answer c) We have been
expecting you, thank you for using the mobile check in!
In the check-in BSA Audit, do we have to offer "room upgrade" during the process to our
Marriott Bonvoy members as part of their benefits? SSM
a) Yes, to all Silver, Gold, Platinum, Titanium and Ambassadors members
b) Yes to Gold, Platinum, Titanium and Ambassadors members but only if the upgrade is
available
c) No, the upgrade room will be a surprise for the Elite member when they enter the room
, d) Yes, to Gold, Platinum, Titanium and Ambassadors members even if the room is not available
- Answer d) Yes, to Gold, Platinum, Titanium and Ambassadors members even if the room is
not available
Remember to say that "As a part of your benefits, you are entitled to a room upgrade, however
at this time we have you booked at the in the best room for this category"
The Suites are included as complimentary upgrades for Gold members: SSM
a) Yes, we always offer the best room available to our Elite members
b) Yes, but only if it is a repeat guest we will offer a complimentary Suite upgrade
c) No, the complimentary upgrade is for the next category available only but if the occupancy
allows you can provide a Suite.
d) No, the complimentary upgrade is for the next category available only, therefore they are no
entitle and you will not provide it even if it is available - Answer c) No, the complimentary
upgrade is for the next category available only but if the occupancy allows you can provide a
Suite.
How do you proceed in a case of a risk guest while doing the credit limit report? SSM
a) Send a letter to guest requesting a method of payment and block the room
b) Call the guest, if not answer, send a letter to the guest requesting a method of payment and
then proceed to put a note in the reservation
c) Block the room directly with the assistance of LP and wait until the guest approaches the
front desk to request a method of payment
d) Call the guest, if not answer send a letter to the guest requesting a method of payment and
then proceed to block the room with the assistance of LP if guest is not reachable. - Answer
d) Call the guest, if not answer send a letter to the guest requesting a method of payment and
then proceed to block the room with the assistance of LP if guest is not reachable.
Can the property take control over the SNA benefit and guarantee a complimentary Suite for a
guest? SSM
a) No, property has no control over the SNA benefit
b) No, property has no control over the SNA benefit but we always can make exceptions
c) Yes, rooms controller receives the request via GXP and assign the suite upgrade accordingly
d) Yes, rooms controller can balance the system and decides who will receive a Suite upgrade -
Answer a) No, property has no control over the SNA benefit
ACTUAL ANSWERS.
What is the meaning of the 15/5 rule? SSM
a) At 15 feet make eye contact and smile. At 5 feet maintain eye contact.
b) At 15 feet make eye contact and smile. At 5 feet maintain eye contact then greet the guest
with a warm welcome
c) Greet the guest 15 hours 5 days of the week
d) At 15 feet acknowledge guest standing on queue. At 5 feet use guest name when known -
Answer b) At 15 feet make eye contact and smile. At 5 feet maintain eye contact then greet
the guest with a warm welcome
Which are the top 3 points of the check-in BSA that have the highest punctuation (16 points)
SSM
a) Respond to cues, warm and sincere closing, all Marriott Bonvoy members recognized
b) Warm welcome, use guest name, warm and sincere closing
c) Warm welcome, use guest name, all Marriott Bonvoy members recognized
b) Offer enrollment, offer room upgrade, create personal connections - Answer c) Warm
welcome, use guest name, all Marriott Bonvoy members recognized
In the check-in BSA audit, the host must welcome the mobile check in minimally with: SSM
a) This question is not applicable if the hotel is located in CALA region
b) Thank you for using mobile check in! What do you think about it?
c) We have been expecting you, thank you for using the mobile check in!
d) Are you checking in?, thank you for using mobile check in! - Answer c) We have been
expecting you, thank you for using the mobile check in!
In the check-in BSA Audit, do we have to offer "room upgrade" during the process to our
Marriott Bonvoy members as part of their benefits? SSM
a) Yes, to all Silver, Gold, Platinum, Titanium and Ambassadors members
b) Yes to Gold, Platinum, Titanium and Ambassadors members but only if the upgrade is
available
c) No, the upgrade room will be a surprise for the Elite member when they enter the room
, d) Yes, to Gold, Platinum, Titanium and Ambassadors members even if the room is not available
- Answer d) Yes, to Gold, Platinum, Titanium and Ambassadors members even if the room is
not available
Remember to say that "As a part of your benefits, you are entitled to a room upgrade, however
at this time we have you booked at the in the best room for this category"
The Suites are included as complimentary upgrades for Gold members: SSM
a) Yes, we always offer the best room available to our Elite members
b) Yes, but only if it is a repeat guest we will offer a complimentary Suite upgrade
c) No, the complimentary upgrade is for the next category available only but if the occupancy
allows you can provide a Suite.
d) No, the complimentary upgrade is for the next category available only, therefore they are no
entitle and you will not provide it even if it is available - Answer c) No, the complimentary
upgrade is for the next category available only but if the occupancy allows you can provide a
Suite.
How do you proceed in a case of a risk guest while doing the credit limit report? SSM
a) Send a letter to guest requesting a method of payment and block the room
b) Call the guest, if not answer, send a letter to the guest requesting a method of payment and
then proceed to put a note in the reservation
c) Block the room directly with the assistance of LP and wait until the guest approaches the
front desk to request a method of payment
d) Call the guest, if not answer send a letter to the guest requesting a method of payment and
then proceed to block the room with the assistance of LP if guest is not reachable. - Answer
d) Call the guest, if not answer send a letter to the guest requesting a method of payment and
then proceed to block the room with the assistance of LP if guest is not reachable.
Can the property take control over the SNA benefit and guarantee a complimentary Suite for a
guest? SSM
a) No, property has no control over the SNA benefit
b) No, property has no control over the SNA benefit but we always can make exceptions
c) Yes, rooms controller receives the request via GXP and assign the suite upgrade accordingly
d) Yes, rooms controller can balance the system and decides who will receive a Suite upgrade -
Answer a) No, property has no control over the SNA benefit
