Originally Posted by itsaboutthejourney

Thanks for being here!

My suggestions:

1 - Know your stuff, including loyalty. Obviously as FT'ers we know a lot more than a typical guest, but it's insulting and sets a bad start when the FD person tells me things that are simply wrong. Even if said with good intent, don't give me false info on the program or elite benefits. An example: know what the breakfast benefit certificate you are handing me means; is it a buffet? credit towards an a la carte menu? is there an upcharge for hot items? Telling me you don't know leaves me walking away needing to find out and that you have not been helpful. Taking the time to find out will help you explain to hundreds of guests who follow me. And if your property's restaurant isn't telling the FD staff what the breakfast cert includes, there is a breakdown of communication.

2 - Give me some rationale for the room you assigned me. Examples: "The suite we have is on the 2nd floor with no view, so I assigned you a club room on a higher floor with an amazing view" or "we have Club level rooms available, but I want you to see one of our newly remodeled rooms on the floor just below". This tells me you know your rooms and either you or the rooms manager took some time to assign me a room with a little thought.

3 - Know what the Ambassador program is and make sure your computer systems shows you the guest profile and preferences - and act of them.

4 - If I've been 'approved' for a 4pm check-out, please make sure the key is coded to work until then. And if your crazy Marriott system is somehow unable to do that, please tell me that ahead of time so I know to allow time to return to the desk the next day to get the keys reprogrammed for 4pm.

In return, I promise to be polite, patient and appreciative of your efforts. I know the FD is not an easy job. Thanks for what you do!