MARRIOTT CERTIFICATION FULLY SOLVED
EXAM PAPER GRADED A+
◉ Name our four (4) core values
Answer: Passion
Authenticity
Sophistication
Enchantment
◉ How do we use our Core Values?
Answer: These are the pillars of the brand. We use them as the basis
for all decision making.
◉ What is the goal of our Standards of Sophistication or Neverland?
Answer: To identify and eliminate bad service habits that negatively
impact the guest experience.
◉ Name five of the items on the Neverland list.
Answer: Never ignore a guest
Never use public entrances
Never complain to a guest
Never argue with a guest
, Never knock through a privacy sign
Never chew gum
Never screen phone calls
Never accept mediocrity
◉ What is the purpose of our Ethos?
Answer: It is a statement that encapsulates our mission, core values
and our service philosophy all in one. It describes how we want it to
feel for our guests and what our roles are as employees.
◉ What purpose do the EDITION ideals serve?
Answer: Our ideals are the 14 basic concepts that detail specifics
about our service philosophy, our personal behavior and how we
interact with fellow employees.
◉ What is our common purpose as hospitality professionals?
Answer: Our common purpose is to provide love and care for our
guests.
◉ What is "acting like a skunk"?
Answer: A negative attitude affects your co-workers and workplace
bringing everyone down.
EXAM PAPER GRADED A+
◉ Name our four (4) core values
Answer: Passion
Authenticity
Sophistication
Enchantment
◉ How do we use our Core Values?
Answer: These are the pillars of the brand. We use them as the basis
for all decision making.
◉ What is the goal of our Standards of Sophistication or Neverland?
Answer: To identify and eliminate bad service habits that negatively
impact the guest experience.
◉ Name five of the items on the Neverland list.
Answer: Never ignore a guest
Never use public entrances
Never complain to a guest
Never argue with a guest
, Never knock through a privacy sign
Never chew gum
Never screen phone calls
Never accept mediocrity
◉ What is the purpose of our Ethos?
Answer: It is a statement that encapsulates our mission, core values
and our service philosophy all in one. It describes how we want it to
feel for our guests and what our roles are as employees.
◉ What purpose do the EDITION ideals serve?
Answer: Our ideals are the 14 basic concepts that detail specifics
about our service philosophy, our personal behavior and how we
interact with fellow employees.
◉ What is our common purpose as hospitality professionals?
Answer: Our common purpose is to provide love and care for our
guests.
◉ What is "acting like a skunk"?
Answer: A negative attitude affects your co-workers and workplace
bringing everyone down.
