That is a very good question and a point never brought up before. I would have to check on this one. The 1-800 number has the email addresses for all the properties and will give it out upon request. If I find out a reason I will post it.

I guess my main issues with the Marriott hotels themselves is the lack of training most staff members I encounter seem to recieve.
Now granted I do stay mostly on weekends,and there have been some great stays(The Marriott Del Mar,My recent stays at the Ren.LAX and The Chateau Champlain)but they are far outnumbered by stays wher the front desk staff have caused me undue stress,lied to me,or have just been so lazy/ignorant as to make my stay less than it should have been.

Could you tell us please-what sort of training do staff members recieve?Is there a formula set out by Marriott that has to be followed?Are there refresher courses?Are there "mystery guests"who are used by Marriott or the individual properties used to keep tabs on the staff?If the properties score low on satisfaction surveys what actions are taken?
Thank you for your feedback on this.

GM 4....

I admit I'm a couple of days late with this, but let me add my own sincere welcome. I think Sharon pretty well nailed it for most of us. So her thoughts go for me as well.

.....and double Cheers!

Let me get right to the heart of my issues..

Do you (or GM's in general) have any input into Marriott Reward changes?

for example, when ever the make changes to the way we earn and/or redeem awards?

Thanks for coming on board with us!

I wish Marriott would encourage their staff to interact with the public more in forums such as Flyertalk. But at least they let Chris come on board in a public sort of way and I would assume Marriott execs won't hassle you if you keep your participation discrete and anonymous (just seems a shame that it needs to be that way to them).

I have not been asked for input on the rewards program. I have emailed corp to give suggestions that I hear quite frequently from elite members.

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.

I can assure you as long as confidential information isnt shared they wont hassle anyone

Another delayed "WELCOME". I'm glad you're here. Thanks, in advance, for all your help.

I have a question- I sometimes travel (personal, not work) and book two to three rooms - an extra room for our nanny, my parents, etc. and have difficults getting all together on the concierge level (I don't mean nearby - I mean they won't put the other rooms on the CL). They tell me I can take the people from the other rooms to the CL, but they can't be on the floor. This has been very hit and miss. I'm paying for the rooms. It's not a huge issue because the access is there (and I'll just ask to be put near the other rooms). If there is space available (and in the cases I remember, there was) - any reason not to put all our rooms on the CL?

Welcome to GM and thanks for offering to feild questions. Here's mine:

What's the best way to escalate a problem with a particular property that the property isn't handling to my satisfaction? I spend about 20 nights/year in this particular property and I have the same problems on every visit. They're minor problems, but there's a lot of them. I've spoken with desk staff (and it's been the same desk staff for over a year) and bar manager (because one of the issues is with bar service). I've emailed and completed the electronic customer surveys that are sent around. I usually get some form of response, and I'm not looking for compensation (and I haven't gotten any, either). What I want is for the problems to be fixed. The staff at this hotel isn't listening. So how do I take it to the next level? I've seen a couple of different high-level-management addresses posted here--- is that really the best way for me to get some attention, or is there a better way to escalate?

FWIW these really are little problems-- housekeeping never replenishes toiletries; bartenders never offer a glass with the beer; lipstick on water glasses in the room; little stuff like that. But I run into about 12 little things on each visit and probably 7 or 8 of those little things are the same little things each trip. Since there's really nowhere else to stay in this area, I can't take my business elsewhere, and I would really like them to fix these problems.

I'm assuming it is a fs hotel. You can send a letter, call or email to the gm or exec office. You can go to marriott.com and email guest relations. A lot of small problems equal a problem! If you stay at the same property a lot you may want to try to introduce yourself to key staff. Most of us are always available to meet with our guests.

I think this one is based on availability. Perhaps they could not get 3 rooms up there for all the dates. Upgrades etc. get a little tricky the longer the stay. IE if you are booked for fri, sat and sun, Sat night might be the only night not available. There are so many variables involved in this scenario, I hope my answer helps.

Oh the staff knows me by name, probably from all the times I have come to the desk to ask for toiletries! The duty managers know me, too, and I've mentioned most of these issues more than once. And I've emailed guest relations and the hotel GM. I've used the website to reach Management at other Marriotts (once for a comment that was more of a recommendation than a complaint, twice for praise) and gotten personal emails back within 24 hours, so I know that system works if someone at the property is checking their email. I guess I will try the exec office next.

let me state unequivocally, Sharon never speaks for me.