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GREATROOM ACTIVATION

This site is a comprehensive resource intended to guide successful Activation of MH Greatroom Lobbies across the globe. It can help realize the full potential of some of the most prime real estate as vibrant gathering places.

Home to a detailed toolkit, covering everything from ambiance and aesthetics to menus and messaging, this site contains specific guidelines to transition existing Greatroom Lobbies into next-generation venues.

Successful Greatroom Activation means creating a thoughtful and polished experience for our guests that enables them to Travel Brilliantly.

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Thoughtful
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ACTS OF GENEROSITY


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GOAL

To offer small, unexpected complimentary items to delight guests.



ACHIEVING RESULTS

These items can be property sourced/developed. Consider offering at least one during the AM and one during the PM.

Brainstorm inexpensive opportunities that can be easily adopted, yet are impactful.

Establish a standard presentation and train associates accordingly.



ACTS OF GENEROSITY

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Make It
Brilliant


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MAKE IT
BRILLIANT






GOAL

To respond to a guest’s cues with thoughtful touches over-deliver on a guest’s expectations.




ACHIEVING RESULTS

Following the Art of Hosting service framework, the hosts create personal connections and respond to guest cues. Greatroom hosts then go above and beyond for each guest - they make it brilliant. This extra effort exemplifies the thoughtful, dynamic and polished nature of the Greatroom host, giving our guests the experience they desire and deserve.

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Art of hosting


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GOAL

To utilize the Art of Hosting service framework to train hosts to meet the needs of the next generation of MH guests.

This framework elevates service and helps hosts think more flexibly about the way that they connect with guests and cater to their needs. This program activates and exemplifies the values of the Marriott Hotels brand, namely to be thoughtful, dynamic and polished.



ACHIEVING RESULTS

  • Train hosts in the art of service using materials loaded on MGS.
  • Conduct daily briefings, role-play and encourage sharing of hosting stories.
  • Develop a mechanism to document and track recurring guest needs/situations.
  • Brainstorm property-specific opportunities to recurring situations and challenges.
  • Standardize responses for training purposes.




ART OF HOSTING

The Art of Hosting framework relies on three basic steps that govern all guest interactions:

Create personal connections.

React to guest cues.

Make it brilliant.

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