Get to know your guests and...
Become W London's Top Enroller!
Start
Let the competition begin!
In the following situations, you will be facing various guests in different situations. Remember to keep the most personalized approach to convince them to enrol!
I'M READY!
Luke, 26, Canada
Luke is checking in under a prepaid rate from Booking.com. He is staying five days. He travels:
- for leisure only
- all over the world
- once every 4 months
- by himself
Luke loves exploring new places, but has had a bad experience during his last stay in Milan in an expensive hotel that did not live up to his expectations.
Convince Luke!
Soline, 34, France
Soline is checking in under a corporate rate (BCG Paris). It is her first work trip and she:
- has never stayed here before
- is staying 4 nights
- is starting a project in London
- knows other guests
Soline says that she loves the feeling of home at a hotel, recognizing people and being recognized, and cannot wait to know the team more.
Convince Soline!
Sasha, 20, Ireland
Sasha is checking in under a shared Points rate, booked by their mother. They are staying over the weekend and they:
- are celebrating their birthday
- never go on holiday alone
- are planning to go out to the Box in Soho
- love the vibe of the hotel
Sasha will be joined a little later by their boyfriend Josh, and has no specific plans until much later that night.
Convince Sasha!
Albert, 67, Nigeria
Albert is checking in under a prepaid rate, booked on Marriott's website. He is staying four nights and:
- is joining his grandson who studies here
- is preparing a surprise birthday trip for him next year
- has booked the lowest possible rate
- asked if he could get free breakfast
Albert loves to travel but rarely does.
Convince Albert!
Pippa, 27, UK
Pippa is staying as part of a group of Poker Players coming to celebrate a big win. She:
- has never stayed here;
- is in kind of a rush on check-in;
- asks about hotel facilities;
- shares she has stayed in one other W in her life.
Pippa barely travels for leisure - usually only for competitions or group travels.
Convince Pippa!
Thank you for sharing a little more about yourself!
Your responses help us better understand your way of working, how we can support your integration, and what environment is ideal for you to feel comfortable from day one. We are delighted to have you on the team.
Not quite!
"Your next holiday, paid by your company!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Soline told you.- She is starting a project in London now, meaning she is bound to come back and stay a lot; - She loves the feeling of home and being recognized. With Marriott Bonvoy, her preferences can be registered and acted on. Sold!
NEXT
Well done!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Not quite!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Not quite!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Well done!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Albert told you.- Albert asked about free breakfast, which is a benefit you can mention but which is not immediate. - Albert does not travel much and does not care about staying in Marriott hotels around the world. However, earning points toward a confirmed next stay is interesting!
NEXT
Not quite!
"Find the Marriott quality in +10,000 properties in the world!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Luke told you.- He travels once every 4 months which is quite often, so he may want to sign up to a loyalty programme; - He was disappointed by a hotel in Milan. You are offering the possibility to stick to the biggest hotels brand all over the world. Sold!
NEXT
Well done!
"Your next holiday, paid by your company!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Soline told you.- She is starting a project in London now, meaning she is bound to come back and stay a lot; - She loves the feeling of home and being recognized. With Marriott Bonvoy, her preferences can be registered and acted on. Sold!
NEXT
Well done!
"Find the Marriott quality in +10,000 properties in the world!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Luke told you.- He travels once every 4 months which is quite often, so he may want to sign up to a loyalty programme; - He was disappointed by a hotel in Milan. You are offering the possibility to stick to the biggest hotels brand all over the world. Sold!
NEXT
Not quite!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Well done!
"I will give you a complimentary membership."
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Become W London's Top Enroller!
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Transcript
Get to know your guests and...
Become W London's Top Enroller!
Start
Let the competition begin!
In the following situations, you will be facing various guests in different situations. Remember to keep the most personalized approach to convince them to enrol!
I'M READY!
Luke, 26, Canada
Luke is checking in under a prepaid rate from Booking.com. He is staying five days. He travels:
- for leisure only
- all over the world
- once every 4 months
- by himself
Luke loves exploring new places, but has had a bad experience during his last stay in Milan in an expensive hotel that did not live up to his expectations.Convince Luke!
Soline, 34, France
Soline is checking in under a corporate rate (BCG Paris). It is her first work trip and she:
- has never stayed here before
- is staying 4 nights
- is starting a project in London
- knows other guests
Soline says that she loves the feeling of home at a hotel, recognizing people and being recognized, and cannot wait to know the team more.Convince Soline!
Sasha, 20, Ireland
Sasha is checking in under a shared Points rate, booked by their mother. They are staying over the weekend and they:
- are celebrating their birthday
- never go on holiday alone
- are planning to go out to the Box in Soho
- love the vibe of the hotel
Sasha will be joined a little later by their boyfriend Josh, and has no specific plans until much later that night.Convince Sasha!
Albert, 67, Nigeria
Albert is checking in under a prepaid rate, booked on Marriott's website. He is staying four nights and:
- is joining his grandson who studies here
- is preparing a surprise birthday trip for him next year
- has booked the lowest possible rate
- asked if he could get free breakfast
Albert loves to travel but rarely does.Convince Albert!
Pippa, 27, UK
Pippa is staying as part of a group of Poker Players coming to celebrate a big win. She:
- has never stayed here;
- is in kind of a rush on check-in;
- asks about hotel facilities;
- shares she has stayed in one other W in her life.
Pippa barely travels for leisure - usually only for competitions or group travels.Convince Pippa!
Thank you for sharing a little more about yourself!
Your responses help us better understand your way of working, how we can support your integration, and what environment is ideal for you to feel comfortable from day one. We are delighted to have you on the team.
Not quite!
"Your next holiday, paid by your company!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Soline told you.- She is starting a project in London now, meaning she is bound to come back and stay a lot; - She loves the feeling of home and being recognized. With Marriott Bonvoy, her preferences can be registered and acted on. Sold!
NEXT
Well done!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Not quite!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Not quite!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Well done!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Albert told you.- Albert asked about free breakfast, which is a benefit you can mention but which is not immediate. - Albert does not travel much and does not care about staying in Marriott hotels around the world. However, earning points toward a confirmed next stay is interesting!
NEXT
Not quite!
"Find the Marriott quality in +10,000 properties in the world!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Luke told you.- He travels once every 4 months which is quite often, so he may want to sign up to a loyalty programme; - He was disappointed by a hotel in Milan. You are offering the possibility to stick to the biggest hotels brand all over the world. Sold!
NEXT
Well done!
"Your next holiday, paid by your company!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Soline told you.- She is starting a project in London now, meaning she is bound to come back and stay a lot; - She loves the feeling of home and being recognized. With Marriott Bonvoy, her preferences can be registered and acted on. Sold!
NEXT
Well done!
"Find the Marriott quality in +10,000 properties in the world!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Luke told you.- He travels once every 4 months which is quite often, so he may want to sign up to a loyalty programme; - He was disappointed by a hotel in Milan. You are offering the possibility to stick to the biggest hotels brand all over the world. Sold!
NEXT
Not quite!
"Let me get drinks for Josh and you to celebrate!"
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT
Well done!
"I will give you a complimentary membership."
This is the most emotionally intelligent and adapted answer out of the three, because it shows that you genuinely paid attention to what Sasha told you.- They never travel by themselves; there is no need to sign up to a loyalty programme. But they love the hotel and its vibe, so why not explore the bar too? - Sasha is celebrating their birthday with Josh. What best than drinks to get their evening started? Sold!
NEXT