Originally Posted by rahmanbar
Please correct me if I'm missing something, but are you saying that most of the time it isn't the advertised rules/T's & C's that matter, but rather employees' descretion (and Marriott tolerates it as "business as usual")?
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Please see my previous post. The level of MR training at hotels is not that high.
I believe that the MR rep training program is 10 weeks long (a few weeks in class and then the rest on the phone). Hotels employees get 4 hours, once, when the hotel is opened. Hotel MR training after that is by existing employee to existing employee, and reading out of training manuals, which I've never seen, but would like to take a look at and see how closely the information in there matches the T&C on Marriot.com. (Ok, this is only what I can figure out from limited information.)
As for whether Marriott should ensure it's employees are fully trained on all issues, well, of course they should do that.
The reality of employee turn-over, though, makes it tough. From time to time, I also seem to detect certain "laissez-faire" attitude by the hotels toward the MR program. Rarely I've picked up on frustration or even anger.