James you are to be congratulated for actively looking to get feedback to improve your business.

Let me give you another POV-one from someone who is abandoning Marriott because(amongst several reasons)of their decididing that their elite guest just are not important to their business.

Marriott has really poor training of its frontline personel.More often than not the FDR would not even call me by name let alone welcome me to the property and acknowledge my status/thank me for my business.This is HUGE for me.I know from that point that absolutely NO consideration will be given me from that property.

DON'T LIE TO ME!-sick of being placed in "the priceline room"and being told that nothing better is available when I see 20 cars in the parking lot and can go online to find much better rooms.

Instruct the FDRs on the processing of any and all sorts of payment/promotional programs going on so I don't have to.Marriott does not cut me a check for training their staff and yet I have had to do that often.

Instruct the housekeeping staff that a DND sign is just that.They should check with the front desk about a late check out if a guest still has his DND sign out past noon.Also instruct them to be quiet and considerate of guests while in the hallways.I am at your property to sleep-not to listen to them chattter.

If a FDR does not have the answer to a question make sure he is comfortable coming to you(or the MOD)to ask for an answer rather than make up something simply to get rid of the guest.

Finally-make sure every single member of the staff realize that their main job is to make the customer want to return to their property.Their job depends on pleasing customers in any way they can.