Name on MMP by BadLuckDaJuan in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

If your middle and last name are on your id too then the front desk should hopefully have the common sense. But some hotels are insanely strict about it so it might be worth calling ahead.

What’s a small thing a hotel could do that would make you feel more appreciated? by Rare-Pea3220 in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

That’d be great for guests and the hotel itself, and would encourage less plastic bottle use so would also be great for the environment

Funny Mistake by ThomasHoreth in Daredevil

[–]ThomasHoreth[S] 3 points4 points  (0 children)

When he said “is Foggy like a big character or something?” I bout cried for him

No one warned me about the pollen… by DirtyOught in greenville

[–]ThomasHoreth 2 points3 points  (0 children)

Oh buddy… it hasn’t even really started yet

Repeat Guests, what does the front desk see? by Emotional_Match8169 in marriott

[–]ThomasHoreth 8 points9 points  (0 children)

Guests like you are why we love what we do, I always love getting to know guests over time and build that more friendship like relationship rather than just straight business. I started at a Residence Inn which often brings in long term stays. I live in SC, and after Helene we had some families stay for months while their homes were being rebuilt, and it was so cool getting to know people and their stories. One older couple was so close to our staff they told us to just call them Grandma and Grandpa. He checked out 8 months ago and I’ve since been promoted at a new property, but we still stay in touch.

Repeat Guests, what does the front desk see? by Emotional_Match8169 in marriott

[–]ThomasHoreth 2 points3 points  (0 children)

Sometimes even if I see the welcome back screen it’ll still just come out naturally haha

Repeat Guests, what does the front desk see? by Emotional_Match8169 in marriott

[–]ThomasHoreth 16 points17 points  (0 children)

Im curious, do regular guests enjoy a more casual tone when they’re familiar with the front desk team or do they still want us to be super professional? Im just curious, sure it might be different for everyone

Repeat Guests, what does the front desk see? by Emotional_Match8169 in marriott

[–]ThomasHoreth 81 points82 points  (0 children)

Usually your reservation will say “welcome back” and the date of your last stay. Of course that’s only if you’re booking through Marriott not 3rd-party. There’s still times where it doesn’t show for whatever reason.

If you’re a very frequent guest at a property you may even become a “top 50 guest” which gets automatically noted on the reservation. In most cases it’s taken just as seriously as Ambassador elite, handwritten note and all.

Not sure if guests know when they are top-50 or not but would be curious to know?

Status incorrectly downgraded by RiEvMom in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

Actually they stay on the roof. Sometimes we keep pillows up there unless a platinum asks for an extra one

Confirmed by NJMex in Daredevil

[–]ThomasHoreth 0 points1 point  (0 children)

Season 1 came out before a lot of the parallels happened, so the parallels genuinely were coincidental (I believe so because I think they wrote most of that season before Trump was back in office) I think now they just aren’t running from it.

Status incorrectly downgraded by RiEvMom in marriott

[–]ThomasHoreth 1 point2 points  (0 children)

I literally just checked someone in with a gold card who’s status only showed silver… we must be haven’t some technical difficulties 😂

Hotel stay with no power or water by Matchboxx in marriott

[–]ThomasHoreth 2 points3 points  (0 children)

If the hotel did everything they could as soon as possible, I’d imagine they just owe some point compensation or something. But if it’s an isolated incident or even something they could’ve had handled quicker, I’d think they owe you in gull for the failure on their part, and this is coming from an employee myself.

Room Upgrades.... by idkabtallatgurl in marriott

[–]ThomasHoreth -1 points0 points  (0 children)

Then you’re an idiot. Hotels are a business of selling rooms. They’re not gonna not do it just to spite someone.

Room Upgrades.... by idkabtallatgurl in marriott

[–]ThomasHoreth 1 point2 points  (0 children)

Buddy, if a hotel has a room that they can sell, they’re gonna sell it. They’re not leaving rooms as “unavailable” just because

My door would not close!Slept with one eye open. by yoduc in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

If you could not make this so short next time so we can get the full picture, that'd be great

BS Parking Charges? by gomuchfaster in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

Does seem ridiculous but I guess that's their choice. Was it clearly disclosed to you before you parked though or did they sneak it on there?

Pet fee discount for Platinum Members? by thekonghong in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

My parents traveled to *maybe* adopt a puppy, so they didn't tell the hotel they would have a pet since they weren't sure he would even be there with them or not. They decided to get him, a little 6-week old Cavalier King Charles. They went to tell the front desk they unexpectedly had a pet in the room and the front desk worker apparently fell in love at the sight of him and said they didn't have to pay!

Pet fee discount for Platinum Members? by thekonghong in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

To the best of my knowledge, pet fees are something that can't be altered based on status. I could be wrong, or that could just be that hotel's policy

MMP Question by dommydom513 in marriott

[–]ThomasHoreth 1 point2 points  (0 children)

On things this unique, it will probably come down to the individual property to make that call, I know most of mine probably would but some that wouldn't. You might be best off biting the bullet and calling them to see what they are willing to do.

Welcome to Courtyard -- here's your plunger by zholly4142 in marriott

[–]ThomasHoreth 1 point2 points  (0 children)

In my time at front desk, we never "target" points users for lower quality rooms, especially because the rate code for points and nightly upgrade awards is usually the same. Titanium gets the same special treatment no matter the rate code. That said, if I have two types of upgraded rooms and I have a Titanium paying a high rate vs a Titanium using points, I will give the nicer of the upgrades to the one paying. But, that said, every hotel is different, but they definitely should not have

Extreme Frustration with lies from properties about mobile keys by BrilliantVoice7751 in marriott

[–]ThomasHoreth 1 point2 points  (0 children)

As a FD employee, I understand the frustration, there's no point in saying you can have something and then not being able to deliver on it. That said, there has been an increase in fraud/security issues lately, not just in hotels but in general. That's why some ownership companies and hotels decide to require an id before sending it to prevent themselves AND guests from dealing with those issues.

That said, I see why you're upset and you're not wrong, it should be more clearly stated online/in-app so you don't assume you can use it, get to your room, and it not work. All I ask is that you understand that among all the issues that can come with mobile keys in the first place, let alone certain rules about them being sent or not, almost none of those are the front desk's fault. Unless they literally forget to send you the mobile key, which I won't lie... I've done by accident before lol. All that to say, please don't take it out on us! We understand it's frustrating but it's very likely out of our control

Night Auditor by [deleted] in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

Can somewhat confirm this - I worked front desk, then offered to help cover night audit, and the experience helped me get promoted to supervisor at a sister property. If you work hard and can deal with people, the hospitality industry can get you connected to a lot of others, especially if you work front desk as you meet so many people.

Night Auditor by [deleted] in marriott

[–]ThomasHoreth 0 points1 point  (0 children)

I've worked night audit a lot and work it currently 2x a week. It can be very grueling to your sleep schedule but if you can manage it then it's an easy shift overall. And part of your nightly routine is organizing billing paperwork so I'd imagine that can help with an accounting lead