Thanks again for the welcome and support - not too mention the great feedback concerning Marriott. It is definitely insightful.

Lord Z, in regards to Platinum Premier members (PP), all courtesies are extended whenever possible - extended c/o, room/suite upgrades, etc. Oviously, PP members are true road warriors and loyal Marriott brands. Recognition and appreciation (above and beyond the standard PP benefits) to these members vary by property.

At my property, I receive a list each Thursday of PP members arriving for the following week and jot them a quick hello and thank you/welcome card which is delivered to their room prior to c/i. If their reservation coincides w/our weekly guest reception, I invite them to stop down so that I may meet them. If it is a multiple night stay, I give each a call the next mid morning and leave them a VM thanking them again and ensuring to let me/my team know if there is anything else that can be done to enhance their stay. I place the call in the mid morning, not to purposefully get their VM, but to not disturb them. Welcome gifts are personalized to the member's profile (i.e. favorite wine type, etc.).

My team does not do any 'special' cleaning at all for PP members - and I am proud to say that we do not have to. The only thing that we do a bit differently from the room servicing side is a small survey to personalize their service while staying with us (extra towels, special soap/sundry requests/etc.) and a direct 'hotline' number to the housekeeping MOD.

I will admit that I have missed some of the 'Thank You' welcome cards at times (we miss a 48-hour gtd resv and do not flag it for a quick note), but we always hit on the rest, including other items that arise at times like extended c/o's.

One other item that I did was to deliver my private work email address to each PP and Plat member that stay with us more than 20 nights a year. My goal was to simply thank them and show my appreciation, as well as they always knew that had a direct point of escalation if the need arose. This turned out to be something I should have investigated a bit further before delegating this is my FOM to implement. It turned out to be over 700 people included in this list. Needless to say, I created a beast which to this day I am still trying to tame