I find it hard to believe that no one at MR knew anything about Emeritus level. Have your friend call again and patiently explain what he's looking for. I have never had an MR clerk not know what Emeritus status was, although I have had a couple that either didn't know the name (i.e. thought it was "lifetime level") or didn't know how to look it up (even though they knew what Emeritus was).

Marriott does not publicize Emeritus, but all the MR phone folks know what it is if you ask. Just try again.