ELearning
Storyboard Text
- James
- Welcome! As a new Marriott front desk employee, it is important that you understand our core values, which is also called STARS. If you need a reminder of what STARS stands for, click here for More Information. In this module, we will introduce you to 3 different common scenarios that you’ll likely encounter on the job. Use your knowledge of STARS to select the best course of action. The Customer Satisfaction scale in the bottom right will record your score for the scenarios. Each scenario will start off at 50% with a max of 100%. The score will change depending on how you respond. An average of 80% from all 3 scenarios is required to pass this course. Ready? Click Next to begin
- Next
- Marriott International Front Desk Attendant: The “STARS” Method
- Next
- Nice Job! You've accurately used the STARS method to diffuse the situation. Always be apologetic to the guest when they bring up a problem. If it's an issue related to billing then it can likely be found within the system:
- Connor: "I see, that makes sense"
- 75%
- Next
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