I always have to explain the EEO's. I don't sweat it too much: it's a great benefit and I've never left a property without having a correct bill. I just know it will take a few minutes for me to explain it.

The old Premium Pounds certificates were far worse. Many Marriott employees had never heard of British pounds or the concept of different people in the world using different currencies. On a few occasions, I would use either a USA Today or a WSJ to explain it. Sometimes I'd leave without getting those posted right and have to call later and get it worked out.

The ironic part is that there are some Marriott properties out there where I find the front desk staff more knowledgeable, educated, and competent than I've ever seen at other brands. Ren Chancery Court, Marriott Seattle Waterfront, Mayflower Ren in DC - those are just three off the top of my head where everybody in the hotel seems to take pride in doing their jobs very well.