5 Replies Latest reply: Aug 9, 2011 11:04 PM by shoeman1000 RSS

Feedback

Alumni Steward Platinum 8 Reviews
Currently Being Moderated

I see activity on the Insiders showing me that Marriott is listening to what has become a summer to forget, Marriott experience-wise.

Michelle's post goes the distance in answering my most burning questions about service and training.  Now that we've gotten the issue aired and a response I for one hope that the changes will be visible to those of ius who use Marriott's services.

  • Re: Feedback
    jasper100 Alumni Steward Platinum 10 Reviews
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    Not based on my experience on 8 August which would suggest Marriott has a long way to go to correct their customer service issues.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Feedback
    shoeman1000 Platinum 4 Reviews
    Currently Being Moderated

    I, for one, am glad to hear there is a system in place to improve the customer experience at Marriott.  I will not judge the successfulness of the program based on a single experience ( no mention of my elite status when I checked in on Monday), but I will be watching for tell-tale signs of a concerted effort from all employees I come into contact with.  Some may find it corny, but I always like it when a company that is trying to improve some part of the customer experience has the employees wear  a placard spelling out the promo.  We have all seen them, they usually start out with " ask me about..... ".  I feel  that wearing the placard reminds  the employee  all the time AND tells the customer to watch for something.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Feedback
    nuhusker Platinum 2 Reviews
    Currently Being Moderated

    Shoeman, I agree.  Some years back I checked in at the new Savoy Renaissance in DES Moines and all employees were wearing a "W.I.T" pin button.  It stood for  Whatever It Takes, and you could sense that every employee was very aware of that value and expectation.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Feedback
    pingreeman Platinum 1 Reviews
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    I hate to be a pessimist, but Marriott touts its customer training all the time. I'm skeptical about any concrete results.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Feedback
    shoeman1000 Platinum 4 Reviews
    Currently Being Moderated

    Pingreeman

    Of course, you are likely 100% right.  The rhetoric coming from Marriott sounds promising, but sounds too much like the politicians announcing they are forming a committee to look into a pressing issue.....  I guess we will see.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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