Marriott has extensive training programs for their associates. There are refreshers, meetings, daily shift huddles, etc to keep everyone on top of their game. Certain areas have tough labor markets and have a hard time getting staff and keeping staff. I think hotels that have high turnover probably struggle with training associates; IE always new and in training staff. We try hard to find the best of the best and keep them. I know from experience that our frequent guests like seeing the same faces at the desk when they arrive. These associates know what sort of room they prefer or if they have a favorite room in particular. The surveys that fill out with comments are viewed by regionals, mgt and staff and are adressed accordinly. We share them with the staff whether they are good or bad. If you have a great stay or a stay that was less than perfect your comments are being seen at the property level too. I can honestly say that I have made many changes at my building based on repeat suggestions, ideas, and problems so keep them coming. We can't fix it if we don't hear about.