MARSHA Reservations Reference

Guide

Reservation Sales Agents and Group Coordinators

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -1-
 (This page intentionally kept blank)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -2-
Table of Contents

Section One
Learning the Basics, One Step at a Time
What is MARSHA? 6
Pre-Work Review Practice Exercise 8
Accessing and Logging in to MARSHA 9
Basic MARSHA navigation 11
Basic MARSHA navigation Quick Reference Guide 12
How to Use MARSHA Help 14
Facts Pages: Finding Out More Information About Hotels 17
Client Profiles in MARSHA 19
Retrieving a Marriott Bonvoy Profile 20
Reading and Understanding a MARSHA Reservation 22
Creating a Basic Reservation in MARSHA 37
Section Two
Advancing to the Next Level
Facts Pages: Finding Out More Information About Rates 50
Advanced Sell Lines 51
Communicating Remarks or Information on a Reservation 52
Sell by Rate Type 53
Direct Sell 57
Selling Wholesale Rates 58
Multiple room reservations 59
Rate Change (or Contiguous Stay) 60
Creating a Contiguous Stay 62
Selling from Group Blocks (Mini-Hotels) 67
Modifying a Reservation 74
Cancelling a Reservation 75
Appendix
General Support Enquiries 76
The Eight Steps to a Basic Reservation 77
Reservation Short Cuts 82

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -3-
Introduction to MARSHA Training
Welcome to MARSHA Training for Reservations!

This detailed reference guide is designed to teach the technical skills for MARSHA which are
required to become a successful Reservation Sales Agent or Front Office Associate.

The guide is intended to be used by Reservation Sales Agents, Group Coordinators, Front Office
team members, and property associates working in the various Marriott brands around the
world. Before using this guide, the user should have already completed the Computer Based
Training available via Global Source as this training enhances and expands on topics covered in
the CBT.

The sections and topics covered include:

Section One – Learning the basics, one step at a time

• What is MARSHA?
• Prework Exercise
• Access MARSHA and Log in
• Basic Navigation
• Special Requests and Facts Pages
• Client Profiles and Marriott Bonvoy
• Reading a Reservation
• Making a Reservation
• Cancel a Reservation

Section Two – Advancing to the next level

• Creating more complicated reservations, including, but not limited to Reservations by:
o Rate type
o Cluster Sell
o Direct Sell
o Rate Change
o Group Blocks
o Sold Out Scenario
• Modifying / Cancelling a Reservation

The guide may be used in a variety of different ways:

If you are attending a scheduled Reservation Sales training class, facilitated by a Training
Manager from Marriott Global Reservation Sales and Customer Care, you will work through the
modules as a class, with your facilitator. This guide is yours to take away as a reference tool.

If you are a new hired in Reservations joining a team, this guide is designed to take you through
the required elements step by step. You will work though the modules/examples on your own, or
with the help of your Manager/Trainer.

Good luck as you continue your training journey! Now please move on to Section One.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -4-
Section One

Learning the basics, one step at a time

Section One – Learning the basics, one step at a time
• What is MARSHA?
• Prework Exercise
• Access MARSHA and Log in
• Basic Navigation
• Hotel Facts Pages
• Client Profiles and Marriott Bonvoy
• Reading a Reservation
• Making a Reservation

Pre-Work Module Review Practice Exercise

For those participating in the classroom training, complete a Pre-Work Module Review Practice
Exercise. The review may be completed individually or as a group, based on instructions from the
facilitator.

For those completing this training as part of new hire training, turn to the Pre-Work Review Quiz: Once
completed, please submit to your manager for review.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -5-
What is MARSHA?
Before you start learning or using MARSHA, it is useful to know a little bit about the history and features of the
system. All major hotel chains have a reservations system. Marriott International’s is called MARSHA and it is a
powerful reservation network and demand management tool.

It is a system which is unlike many newly developed systems today; it is navigated by using manual commands
which the user must type directly into the screen. There is no drop down menus, point and click tabs or windows
based screens.

The MARSHA user has to learn almost a new language in itself consisting of numbers and letters which to the non-
MARSHA user; do not make sense at all! It is a web-based application which you access via Marriott Global
Source.

MARSHA – Where did it come from?

MARSHA is an acronym for Marriott’s Automated Reservation System for Hotel Accommodations

The system was created from United Airlines’ Westron system and used for Westin Hotels. It was first introduced
into Marriott Hotels and Resorts in May of 1984. Since then, the system has been significantly enhanced into the
industry leader that it is today.

Who uses MARSHA?

MARSHA enables all of our Reservation Associates to make reservations at any property within the Marriott
portfolio of brands. It is also used as an Inventory and Revenue management system by the Revenue Leaders at
each property or controlling office.

MARSHA allows our local and worldwide reservations centres as well as travel agencies and internet users to make
reservations at any Marriott hotel world-wide. Our larger Reservation centres use a system called Empower. Our
on-property and smaller cluster Reservation offices use MARSHA to make reservations.

MARSHA is also directly linked to the Marriott.com website. An individual Guest can book/change/cancel
reservations and receive email confirmation of their reservations directly through the Internet at www.Marriott.com.
A rate which is available in MARSHA is available on Marriott.com.

MARSHA is linked with the global distribution systems (GDS) operated by major airlines and travel organizations,
offering real-time availability and leading the industry in GDS productivity.

A guest making a reservation through any of the above processes is able to confirm reservations up to 51 weeks
from the current date, provided that the requested hotel has inventory available for the requested dates.

What else can MARSHA do?

MARSHA allows the Revenue and/or Inventory Managers of each property to have very accurate control over the
rooms and rates available to sell for the next 51 weeks. Revenue managers can create automated Sell Strategies;
meaning that when a Reservation Agent requests a quote from the system – available room types and rates can be
displayed in a Menu style format. This prompts the Reservation Agents to accurately quote appropriate rates for
each reservation request.

It also allows control of availability of rooms by room pool and/or rate program code, by length of stay restrictions,
blackout dates, closed-to-arrival and in addition has the functionality to ensure that conflicting restrictions are not in
place.

MARSHA collects and transfers reservations activity data each night sending this information to One Yield which
the Revenue Management team for your property will use to be able to accurately determine a reservation pattern
for our transient customer segment and determine a Sales Strategy that will maximize revenue.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019

-6-
MARSHA also enables customers to have profiles which can be tracked with the system. Marriott Bonvoy
memberships are tracked giving users access to our customers’ reservation preferences at a glance. Having the
profiles for these frequent guests in the system speeds the process of making reservations, improving guest
service.

Travel agency, wholesaler, and preference plus profiles are also tracked in the system, making the reservation
process more efficient.

In other words with MARSHA, as a Reservation Sales Agent, all the hard work is done for you, you don’t have to
remember what is available on what days, and when a certain rate is blacked out and for how long. The system will
only offer what is available enabling us to sell correctly.

As Revenue or Inventory Manager you will have strict control over the rates, availability and up to the minute impact
on how to sell your Property and maximize revenue.

What MARSHA doesn’t do….

MARSHA does not act as a billing or guest accounting system. You cannot check-in or check-out a guest
reservation within MARSHA – only through the Property Management System (PMS). Once the guest has checked-
in to the Hotel, there is no way of knowing within MARSHA how much he spent for dinner. There is also no function
which will enable you to track guest stay data.

For example: If a regular guest Mr. Smith prefers to stay in room 302 at the New York Marriott Marquis, MARSHA
has no area which this information can be stored. This would need to be tracked in the individual property’s PMS.

MARSHA will only give a quote for what is asked for. It will not suggest other rates. For example, a hotel may have
a two night promotion available on a Saturday night, however if a guest calls and only asks for a one night stay on
the Saturday, MARSHA will not offer the two night promotion.

MARSHA Fun Facts

In 2014 MARSHA

• Generated more than 108 million reservations and 248 million booked room nights
• Generated more than US$38 billion in gross room revenue
• Regularly processed reservations for more than 700,000 room nights per day
• Generated US$141 million in cross-sales room revenue among Marriott brands

Over 3,500 sales associates, speaking more than 20 languages, working in centres around the world and
from home, achieved a 43.6% sales conversion rate in 2014. With the recent addition of the Delta brand, and
the new Starwood brands, these figures will continue to increase.

• On just one day in January 2015, more than one million new room-nights were processed in a single
day at a new record daily gross revenue of just over $156 million
• During the busiest 10 minutes in the afternoon, MARSHA processed reservations with a gross
revenue of over $2.5million (at a rate of $4,200 per second)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -7-
Pre-Work Review Practice Exercise
Consider the information in the pre-work module and/or MARSHA CBT1, and complete the questions below.
(There is no need to be logged into MARSHA in order to complete the review)

1) What does MARSHA stand for?

M A R S H A

2) How is MARSHA accessed at your property?

3) How many weeks in advance can a guest reserve a room in MARSHA?

a) 26 weeks b) 2 years c) 51 weeks d) unlimited

4) What does the term PA mean?

5) What is the maximum number of days one can PA by date? (varies by brand, and by region)

6) Name three of the interfaces or systems which work with MARSHA? (Internal or external)

7) What are four factors which can affect rate pricing?

8) What does the term kdate mean? What does the term kgroup mean?

9) What is a room pool?

10) List the room pools at your hotel

11) List the five different types of transient rates

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -8-
Accessing MARSHA

MARSHA can be accessed several different ways. Note that MARSHA cannot be accessed via Google
Chrome, on an Apple product (unless running a windows emulator)

There may already be a short cut to MARSHA on the computer desktop (typically this is a four coloured cross
icon) If there is no shortcut, follow the steps below to access MARSHA

From the Marriott Global Source home page, select MARSHA on the left side. On the next screen, select
‘launch MARSHA’ (either via a Marriott or non-Marriott network)

The Blue Zone window will open, and a session manager should open for MARSHA. If this does not occur,
there may be an issue with the set-up of the computer

Refer to the Blue Zone reference guide on MGS, or try the following steps:
• Remove Java via the control panel
• Close all browser windows
• Reopen the browser, and access MARSHA as per the above steps. Java should now download. If it
does not download automatically, visit www.java.com and download Java

Logging in to MARSHA
<ESC> Clear screen

(If the <ESC> key does not clear the screen, use the <Pause Break> key, or refer to the Blue Zone reference
guide on MGS for instructions on how to program the keyboard)

lsi (let’s sign in)

Note! Use all small letters during the sign in process

The following screen will appear:

SINE IN

MARSHA USER ID NUMBER: ______ LOCATION: _____ ENTERPRISE ID: ________

EID PASSWORD: ____________

• The User ID is assigned by a MARSHA Security Administrator for the property

• The location is the five letter property code
• The password is the same as the user Enterprise ID (EID) passwords and is case sensitive
• Passwords must be reset using the MGS password reset function (return to the MGS homepage)

Note! Use the <tab> key (not the mouse) to navigate through this screen

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 -9-
Signing into Multiple Sessions in MARSHA

Only one MARSHA window can be accessed at one time. Multiple windows can be opened, but a user can
only log into one of those windows at a time. Instead, open one MARSHA window, and open multiple
sessions of MARSHA. Signing into multiple sessions is similar to opening multiple windows. This can be
useful as it allows the user to open another session without completing the information in the first session.

lsib (signs into area B)

la (returns to area A)
lb (returns to area B)

Logging Out of MARSHA

MARSHA will log a user out of the system automatically after approximately eight minutes of inactivity. To log
out of the system, use the command below

lso (let’s sign out)

Force Sign Out of MARSHA

On occasion, there may be a need to force sign out of MARSHA. This will typically occur if the internet
session was lost whilst in the midst of a session, or if a user is already logged into MARSHA on another
computer.

In this case, MARSHA will return the error message below:

USER ID IS ACTIVE - 1 SESSION ALLOWED, TYPE LSOD

FORCED SINE OUT

MARSHA USER ID NUMBER: ______ ENTERPRISE ID: ________

EID PASSWORD:

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 10 -
MARSHA Basic Navigation
As discussed in the Pre-Work, MARSHA is not a windows based system, so there are no drop down menus,
button tabs or short cut menus. MARSHA users must learn commands which are made up of letters,
numbers and keystrokes in order to navigate the screen. MARSHA speaks its own language.

Remember from the pre-work document ‘Do you speak MARSHA?’ (Or from MARSHA CBT1) that instead of
apostrophe, users refer to ‘tick’. Ensure that you are using the correct key on the keyboard as some
keyboards have a key which is similar but either left-leaning or right leaning.

The date format in MARSHA is always two digits plus three letters (year is only required in certain
circumstances, such as group mini-hotel commands) Remember that the three letters of the month are in
English i.e. German users would write 25DEC, not 25DEZ in MARSHA.

Retrieve a Reservation
By confirmation number (eight digits, begins with ‘7’ ‘8’ or ‘9’)

'82040441

By cancellation number (eight digits, begins with ‘4’ ‘5’ or ‘6’)

'57233240

By arrival date and last name ‘ddmmm-last name

‘ddmmm-s (first letter of last name)

'01sep-s
'01sep-shad
'01sep-shadman

Retrieve a reservation at another hotel ‘hotel/ddmmm-last name

'mcowc/1sep-shad
'mcowc/1sep-shadman

To select from a list of names ‘# = Where # indicates line number

01 04QUINONES/ARI 89082837
02 02QUEEN/ROBERT X 52601639

List all arrivals for a particular date

GEA/date-D display all arrivals

GEA/date-C display arrival count

List al cancellations for a particular date

GEX/date-D display all cancellations

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 11 -
 Basic Navigation Reference Guide
<enter> after each command, lower case can be used for each command

MARSHA Action MARSHA Command

Sign In lsi Force Sign Out lsod
Sign Out lso

Display last date of Inventory KDATE

Display last date of group inventory KGROUP
Move down page MD MU# =MU7 to move up 7 lines
Move up page MU MD#= MD7 to move down 7 lines
Move to top of all screens MT
Move to bottom of all screens MB

Retrieve Guest Reservation:

• By Confirmation number only ‘88888888
• By Cancellation number only ‘58888888
• By Arrival date and last name ‘ddmmm-name
• Other hotel, by arrival date and last name ‘HHHHH/ddmmm-name
To refresh reservation screen or profile ‘R

Clear screen Pause Break or ESC key

(but does not delete what you are working on)
Junk Screen J
(deletes what you are working on i.e in the middle of making
a reservation)
Reset screen error/frozen screen (X Not Here) ie cursor is in TAB key
the wrong spot

Country codes (two letters)

Display Country Code (ALL) OP/CCN/** or DY* (only for Marriott countries)
Search for all Hotels in a particular Country DYCC (Where CC = 2 Letter Country Code)
Search for all Countries beginning with a particular letter DY/X (Where x = beginning letter)

City codes (three letters)

Display City (only displays cities Where hotels are located) DC/nnnn (nnnn = City Name, partial or beginning letter)
Display all Hotels within a particular City DCcty (cty = 3 letter city code)
Display Hotels in city by brand DCcty/pl (PL = Brand Code; i.e. MC for Marriott)

Display Hotel Information DHHOTEL (i.e. DHromau)

HOTEL = 5 letter MARSHA Code
DHHOTEL/P = Primary (default)

View room pool descriptions and maximum occupancy VRM

View room pool names VRN
View Fact Pages for Hotel VIFHOTEL/DDMMM
(HOTEL = 5-letter Hotel MARSHA code, not required if Home VIFromau/23OCT
Location Hotel)
View Facts Pages for Rate Program VIFHOTEL/DDMMM/PRGM
(HOTEL = 5-letter Hotel MARSHA code, not required if Home VIFromau/01DEC/EATA
Location Hotel)
Arrivals report GEA/date-D
Departures report GED/date-D
Stayover report GES/date-D
Cancellation report GEX/date-D

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 12 -
Navigating in MARSHA practice exercise

1. List the command to display all arrivals for 23rd January at your hotel, and then enter the command in
MARSHA

2. Display your hotel primary DH page for guest services and list the rollaway or extra person charge.

3. What is the country code for Slovenia? List the steps used to locate the country code below

4. List all the Marriott hotels in Baden-Baden, Germany

5. How many room pools are there at the Kameha Grand Hotel in Zurich?

6. What is the charge for a rollaway bed at Grosvenor House, a JW Marriott hotel, in London?

7. How many Marriott hotels are there in Cuba?

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019

- 13 -
How to Use MARSHA Help
In MARSHA, there are no drop down bars or menus. There is however a useful help function which one can use to
search for commands, and which provides detail about the various commands.

HELP <enter>

The screen below will display. This is the as the MARSHA On-Line Help Information, which is an index list of MARSHA
commands with detailed information for each command.

DETAILED HELP INFORMATION IS AVAILABLE FOR THE ACTIONS BELOW.

ENTER ‘HELP HELP’ FOR DIRECTIONS ON HOW TO USE HELP.

ACTION DESCRIPTION
------ -----------------------------------------------------
¢A BULLETIN BOARD - ADD DATA
¢D BULLETIN BOARD - DISPLAY
¢R BULLETIN BOARD - REMOVE DATA
*A BULLETIN BOARD - ADD DATA
*D BULLETIN BOARD - DISPLAY

By using the command Move Down one will see that this is a very detailed list of exactly which commands are available
in MARSHA. Note that this list does not detail how to utilise the commands listed.

To understand the HELP function further type

HELP HELP <enter>

HELP DISPLAY - ON-LINE HELP INFORMATION

HELP DISPLAY INDEX OF HELP ACTION CODES

HELP/XXXX SEARCH FOR ACTION CODES THAT BEGIN WITH THE SPECIFIED
CHARACTER(S)
HELP-YYYY SEARCH ACTION CODES AND DESCRIPTIONS THAT CONTAIN THE
SPECIFIED CHARACTER(S)
HELP ZZZZ DISPLAY DETAILED INFO FOR THE ACTION CODE SPECIFIED

WHERE: /XXXX = 1-9 CHARACTERS OF AN ENTRY'S ACTION CODE

-YYYY = 1-20 CHARACTERS OF AN ENTRY'S ACTION CODE OR
DESCRIPTION KEYWORD
ZZZZ = A SPECIFIC HELP ACTION CODE

This screen provides detail about how to use the HELP function.

HELP <enter> displays the detailed list that shown on the previous page.

There are two methods to use the search functions.

To search for a command which begins with a specific letter, use:

HELP/xxxx Where xxxx is the first letter of the command

For example

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 14 -
HELP/P <enter> = all commands which begin with the letter P

DETAILED HELP INFORMATION IS AVAILABLE FOR THE ACTIONS BELOW.

ENTER ‘HELP HELP’ FOR DIRECTIONS ON HOW TO USE HELP.

ACTION DESCRIPTION
------ --------------------------------------------------------------
---
P GNR - PHONE FIELD - ADD
PA GNR - PRINT ARRIVAL (PA)
PCB PROFILE - ADD, CHANGE, DELETE - REWARDS MEMBER BIRTHDAY
PCC PROFILE - ADD, MODIFY, DELETE - REWARDS MEMBER CREDIT CARD
PPS INDICATE PRE-ARRIVAL SERVICE STATUS
PRF PROFILE - ADD, CHANGE, DELETE - REWARDS MEMBER GUEST
PREFERENCES

The alternate search function is a form of keyword search. If you do not know what Letter/s the command begins with,
you can then do a search using a Keyword. The Keyword must be a part of the description field or title of the command.

HELP-YYYY <enter> Where YYYY is the Keyword or certain characters.

For example, to display all available commands containing the word ‘Rewards’:

Help-Rewards <enter>

DETAILED HELP INFORMATION IS AVAILABLE FOR THE ACTIONS BELOW.

ENTER ‘HELP HELP’ FOR DIRECTIONS ON HOW TO USE HELP.

ACTION DESCRIPTION
------ --------------------------------------------------------------
--
-G' PROFILE - RETRIEVE/SEARCH REWARDS MEMBERS
-GF PROFILE - SAVE UPDATES TO REWARDS PROFILE
-GP CLIENT FILE - DISPLAY REWARDS GUEST PREFERENCES
-RA EREWARDS - ADD REWARDS REDEMPTION TYPE
-RD EREWARDS - DISPLAY REWARDS REDEMPTION TYPE
-RR EREWARDS - DISPLAY/MODIFY RATE PROGRAM ASSIGNMENT
-RX EREWARDS - DELETE REWARDS REDEMPTION TYPE KEYWORD
?VMAX INVENTORY - SET TRANSIENT REWARDS EXEMPTION
GFR LIST - REWARDS MEMBER RESERVATIONS
GME LIST - REWARDS ELITE ARRIVALS
GPG LIST - REWARDS ELITE PLATINUM, GOLD, AND SILVER ARRIVALS
PCB PROFILE - ADD, CHANGE, DELETE - REWARDS MEMBER BIRTHDAY
...MORE

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 15 -
The list is very useful, but still it does not tell you how to use the command, so what next?

The final part of the search process is to enter the command for HELP for the specific entry.

HELP ZZZZ replacing ZZZZ with the command you have successfully located.

For example; Help GFR <enter>

GFR LIST - REWARDS MEMBER RESERVATIONS

GFR######### LIST RESERVATIONS

GFRNNNN DISPLAY RESERVATION FROM LIST
GFR* REDISPLAY LIST

WHERE: ######### = REWARDS NUMBER

NNNN = LIST ITEM NUMBER OF RESERVATION (1-4 DIGITS)

With all the search options, the goal is to locate the exact command with which one requires HELP in order be able to
directly ask for help about the specific command.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 16 -
Facts Pages: Finding Out More Information About Hotels

General hotel facts pages include:

• Items that management wishes to pass on to the guest (such as extra charges), or
• Items necessary for an agent to sell the property properly (such as selling strategies during
special events)

General inventory facts typically contain the following information for a property:

• location name (with city and state or country)

• currency the rates are quoted in (all non-US locations)
• types of guarantees accepted
• cancellation policy
• additional charges, including,
• parking
• crib/highchair, and
• rollaway beds
• housekeeping services (for VW and others if service differs from the Brand standard)
• cash policy (for Residence Inn and others if service is different from the Brand standard)
• pet policy
• breakfast costs
• maximum no. of people in the room
• city events or comments needed for use with SPE restriction (new property openings, special
events, etc.)
• when renovations are being made to a property

To view the hotel general facts page type

VIF/DDMMM <enter>

The facts listed within the numbered points are free text controlled by the property. The top section of
the screen comes from the hard coding of the hotel MARSHA set up and will include local currency and
Taxes / Fees quoted which are additional to the rate.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 17 -
 14:26
CPTSP 14FEB16-20FEB16
Currency: Rates quoted in ZAR - ZA RAND

Rates exclude tax and fee amounts below (based on single occupancy):
1.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
* * Tax and Fee Detail * *
Currency of amounts ZAR - ZA RAND
Quoted rates exclude taxes
Tax / Fee Name Taxa Dur Inc Amount Unit Freq 0GR
----------------------------- ---- --- --- ---------- ------- ----- ---
Convention / Tourism N All N 1.000pc Room Night
VAT Value Added Tax N All Y 14.000pc Room Night

HOTEL ALERT: START DATE: 22MAY14 END DATE: 04FEB17

This hotel participates in Marriott Rewards. Members can enjoy

their Elite benefits and earn points or miles for stays.

01. WELCOME TO THE PROTEA HOTEL SEA POINT, CAPE TOWN, SOUTH AFRICA
02.
03. GTD: CC
04. GTDCC: AX/DC/MC/VS
05.
06. DEP:CC
07. DEPCC: AX/DC/MC/VS
08.
09. CANCEL POLICY: MUST CANCEL BY 4PM DAY OF ARRIVAL HOTEL TIME
10. UNLESS OTHERWISE SPECIFIED AT TIME OF BOOKING
11. CASH POLICY: FULL PRE-PAYMENT PLUS 300ZAR FOR INCIDENTALS
12. PLUS VALID GOVERNMENT ISSUED ID
13.
14. ADDITIONAL CHARGES: CRIB: NO CHARGE / ROLLAWAYS: NOT OFFERED
15. PARKING: RAND 40 PER VEHICLE PER DAY
16. PET POLICY: NO PETS ALLOWED
17. CITY EVENTS: NONE THIS WEEK

To view the hotel general facts page for any hotel worldwide, include the 5 letter property code in the
command

VIFHOTEL/DDMMM <enter>

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 18 -
Client Profiles in MARSHA

MARSHA is a global system and although typically a property user is logged in locally to one’s own hotel, the
profile data is global. MARSHA does not retain the profile of every guest, company or agent that has ever booked
and/or stayed at all of our hotels worldwide. It only stores client profiles which have a valid ID number in an
approved Marriott format:

o Marriott Bonvoy Member -G’888888888 <enter> (individual)

o Travel Agent -T’999999999 <enter> (agent)
o Wholesaler N Number -P’N12345 <enter> (source)
o Preference Plus Number -P’P54321 <enter> (frequent booker incentive)

Marriott Bonvoy Member Profiles are the ONLY profiles that are searchable in MARSHA. All other Client Profiles
are not searchable, and one needs the respective number to retrieve the account. A “client ID’ (profile) only
contains address and contact data. It does not tell us how many times the guest has stayed at a particular hotel,
or what their favourite room number is or that this company always does bill back / invoice facilities. This
information is all controlled via Opera PMS profiles and is not required by MARSHA for the reservation process.

Items to note:

o Even if a guest has stayed at the hotel 25 times in the last year, MARSHA is unable to recall their profile unless
they have a Marriott Bonvoy membership number
o Company codes do not have profiles attached to them in MARSHA
o When making a reservation without one of the above listed Client ID types, one must enter the profile data
each time
o The 2-way system will transmit the profile data from MARSHA to Opera, whatever is written in MARSHA will
transmit. The 2-way system will search for an existing profile in Opera but will only pick up that existing profile if
the data in MARSHA is entered identically to how it is entered in Opera, otherwise, there is a risk of a duplicate
profile being created

MARSHA and Opera are very sensitive to the special characters that may be used on a profile. It is important to
remember what the “safe characters” are:

- ‘/ \ . #

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 19 -
Retrieving a Rewards Profile
Marriott Bonvoy numbers consist of 9 digits

By Member Number -G’123456789

By Member Last Name and Country Code (outside the US)
-G’LASTNAME/*ZCC
By Member Last Name, First name or initial and Country Code -G’LASTNAME/FIRSTNAME*ZCC
Optional: use *A command to display the account number -G’LASTNAME/FIRSTNAME*ZCC*A

CC = 2 LETTER COUNTRY CODE

By Member Last Name and Country Code (inside the US), -G’LASTNAME/*Z12345
zip/postal code is required -G’LASTNAME/*Z12345*A

To find a country code (Marriott countries only) DY*

To view all country codes OP/CCN/**
To view all country codes beginning with a particular letter DY/#
(replace the # with letter)

To choose from a list of profile names ‘#

To return to the list of Marriott Bonvoy Profiles ‘GL
To retrieve future reservations attached to Marriott Bonvoy profile GFR#########
Display a reservation from list GFR# (List number of Reservation)
Re-display list of reservations GFR*
Remove Marriott Bonvoy number from a reservation XMRW <enter>

Note that this may only be used on a completed reservation

which already contains a confirmation number

To escape from any active Marriott Bonvoy profile enter J to ‘junk’ the screen

MR Level Description MR Level Description

Y1 Member MRZ The Ritz-Carlton Rewards Member

M1 Silver Elite SLZ The Ritz-Carlton Silver Member
X1 Gold Elite GLZ The Ritz-Carlton Gold Member
P6 Platinum Elite PLZ The Ritz-Carlton Platinum Member
X4 Titanium Elite PPZ The Ritz-Carlton Platinum Premier Member
X5 Ambassador Elite PFZ The Ritz-Carlton Five Star Member
R5 Cobalt Card The Ritz-Carlton Cobalt Card

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 20 -
Retrieving Marriott Bonvoy Members practice exercise:

Using the commands on the previous page, practice retrieving and reading Marriott Bonvoy profiles.

1. Retrieve Marriott Bonvoy Profile 297334203

Marriott Bonvoy Member name: __________________________________________________________

Elite Level (if any):______________________________________________________________________

2. Retrieve Mr Tony Irwin from England; his street address is 4 Cabin Hill Park

Marriott Bonvoy Number: ________________________________________________________________

What Elite level if any, is Mr Irwin: __________________________________________________________

Does he prefer to earn points or miles? ______________________________________________________

3. Retrieve Mr Massimo Mura from Italy

Marriott Bonvoy Number: _______________________________________________________________

What Elite level if any, is Mr Mura? ________________________________________________________

What type of phone number is on his profile? ________________________________________________

Does Mr Mura prefer to collect points or miles? ______________________________________________

4. Retrieve Mr Mark Brugger, who lives in the USA. His zip code is 20817

Marriott Bonvoy Number: _______________________________________________________________

Does he prefer to earn points or miles? _____________________________________________________

What type of address is on the profile? ______________________________________________________

What type of member is Mr Brugger? _______________________________________________________

Self-Paced Study:

Once you have finished the exercise, hand it in to your manager or trainer for review

Classroom Study:

The facilitator will review the answers as a group

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 21 -
Reading and Understanding a MARSHA Reservation

It is very important to be able to read and understand a reservation correctly, and to be able to identify the various
elements of reservations. The following section provides examples of different types of information which may
appear on a MARSHA reservation. Listed below are some important basics to be able to comprehend the
reservation screen.

Segment:
A segment is a crucial portion of the reservation.

If one modifies or cancels any one of the segments of a reservation, it will alter the overall reservation quite
dramatically.

• Sell Line Segment: This is heart of the reservation. The location, arrival and departure dates, room type,
amount of rooms, rate, currency are all contained in this segment
• Guest Preferences Segment: Used to guarantee or request specific room types or features. Also used to
communicate rate information e.g. ID required at check-in
• Guarantee Method Segment: How is the reservation being held at the hotel. It is not necessarily the same
as the method of payment used by the guest on check out

The Sell Line Segment must always be first segment in a reservation, while the Guest Preferences and
Guarantee Method segment will follow the Sell Line but not in a fixed order

Field:
Any other areas that are not a part of a segment are called fields. The number of fields can vary on each
reservation, but several fields are mandatory.

These mostly consist of guest data and/or information. Examples of fields include;

• Name field
• Address field
• Phone / Email field
• From field
• I Field or Information Field
• Services field

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 22 -
Method of Guarantee
Each reservation must have a method of guarantee in order to be able to complete the reservation. The
person making the reservation must provide a method of guarantee to hold the reservation. Should the
reservation be cancelled outside of the stated cancellation policy, or the guest fail to arrive, the method of
guarantee will be charged. This charge may be a cancellation fee or a Guaranteed No Show charge.

Some hotels permit non-guaranteed reservations (also known as ‘courtesy hold’), and will hold the reservation
until a stated time (usually 1600hrs or 1800hrs) on the day of expected arrival with no guarantee. All non-
guaranteed reservations will then be cancelled at that time.

The guarantee provided may not be the method of payment which the guest chooses to use at the hotel. For
instance, a reservation may be guaranteed to one credit card but paid at check out with another, or
guaranteed to a company but paid by credit card directly by the guest at the time of check out.

The guarantee methods are determined by property and form the Hotel Arrival Policy. Individual rates may
have arrival policies which differ from the hotel arrival policy; these will display on the reservation and on the
guest confirmation. Note that not each method will be used at each hotel. Each method of guarantee has an
abbreviation which is entered into MARSHA.

Method Explanation

CO Company

TA Travel agent

WH Wholesaler

PR Property (guarantee type limited to certain MARSHA users)

DB Direct bill

VO Voucher

PP Preference Plus

0A 6PM or 4PM Non-guaranteed, courtesy hold (varies by location and

brand)

Credit card Type

VS Visa

MC Mastercard

AX American Express

DS Discover

JC Japan Credit Bureau

DC Diners Card

UP China Union Pay

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 23 -
Sample Basic Reservation
Number of persons Last name/first/title

1.2MARTINS/ROBERT/MR

Property code/name Status #Rms Pool Prgm Arrival/departure day and dates

1 PARST PARIS RIVE GAUCHE HK 1 GENR REGA MON 11FEB18 1NT TUE 12FEB18
TP-UNAVAIL RATES QUOTED IN EUR - EURO 179.00 179.00
MKT-12REGA

Method of guarantee
2 ARVL/GTD/VS*7018/1218

Special requests
3 1 ROOM-YES GUARANTEED/Non-Smoking Room (N3)
YES GUARANTEED/1 King Bed (K1)

Tax and fee information

Rates exclude tax and fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 1.50/p/n 0.00/r/s 0.00/p/s

CNFO-92744300
PHON-4213414314134H
ADRA-H/GUEST,1234 SESAME STREET,NEW YORK NY 10231,USA*/US
FROM-000443S
INFO-*** PARST/REGA - RULES THAT APPLY *** 09FEB13 23:24Z
Commissionable rate
*** PARST/ - RULES THAT APPLY *** 09FEB13 23:24Z
Must guarantee late arrival
1 nights room cxl fee
-as first night payment
Cancellation permitted

- 24 -
Reservation information showing specific rules which apply to the rate (commission, guarantee policy, cancellation policy)

Rates exclude tax and fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 1.50/p/n 0.00/r/s 0.00/p/s
CNFO-92744300
PHON-4213414314134H
ADRA-H/GUEST,1234 SESAME STREET,NEW YORK NY 10231,USA*/US
FROM-000443S

INFO-*** PARST/REGA - RULES THAT APPLY *** 09FEB13 23:24Z

Commissionable rate

*** PARST/ - RULES THAT APPLY *** 09FEB13 23:24Z

Must guarantee late arrival
1 nights room cxl fee
-as first night payment
Cancellation permitted
-before 1800 day of arrival
***********************************

The address and telephone fields may include various types of information such as:

H = Home
C = Company
T = Travel agent
M = Mobile
F = Fax
E = Email
N = None

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 25 -
Various Types of Reservation Screens
Below are other types of reservations Where one might view additional information.

Travel Agency Reservation

The following reservation was reserved via a Travel Agent using the GDS. The reservation contains an IATA number, the FROM Field indicates that it
was booked via the Travel Agent’s GDS directly, and the address and phone indicate ‘T/’ for Travel Agency.

1.1CHRISTENSON/ERIC/MR
1 DELMQ HOTEL MARQUIS DELHI HK 1 GENR ADUZ THU 21FEB18 2NTS SAT 23FEB18
TP-UNAVAIL RATES QUOTED IN INR - IN RUPEE 9,500.00 9,500.00
MKT-35ADUZ
2 ARVL/GTD/AX*1000/1218
Rates exclude tax and fee amounts below (based on single occupancy):
19.420pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
CNFO-91572341
MCID-724334121 - MRD
MARRIOTT REWARDS MEMBER
POINTS
TRVL-03622600 STANDARD
PHON-2624234546M
8002434382T
[email protected]
ADRA-H/MR ERIC CHRISTENSON,510 E. APPLE TREE ROAD,FOX POINT MI 53217,USA*/US
ADRB-T/CARLSON WAGONLIT TRAVEL,STE 400,3200 N CENTRAL AVE,PHOENIX AZ 850122400
,USA*/US
FROM-ABVTFG/768781/003645600/34D1/US
SVCS-OTHR/NN1 SI- RQ FE RATE OR CONFIRM LOWEST RATE RQ N NOPRF

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 26 -
Reservation containing a Marriott Bonvoy profile

The following reservation is using Marriott Bonvoy points to pay for the room. The rate is not quoted to the guest as they will not pay this rate directly to the hotel,
but rather will redeem a certain number of points, based on the category rating of the hotel.

The reservation contains a Marriott Bonvoy Profile on the reservation which contains Home Address, Phone Number, E-mail Address and Marriott Bonvoy level.
This reservation was booked via the Internet (the Marriott.com site), as indicated in the From field.

1.1PAWA/MANUEL/MR
1 PAROU CY PARIS OUEST HK 1 GENR MRYA MON 11FEB18 1NT TUE 12FEB18
TP-UNAVAIL RATES QUOTED IN EUR - EURO 126.38 126.38
* MKT-25MRYA RWD-RE
2 1 ROOM-Do Not Display Rm & Tax (D7)
Do Not Display Folio (D9)
Non-Commissionable Rate (N4)
IF AVAILABLE/Refrigerator (R4)
1 Double Bed Req Not Gtd (U7)
3 ARVL/GTD/VS*6457/1018
Rates exclude tax and fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 1.65/p/n 0.00/r/s 0.00/p/s
CNFO-87974421
MCID-561423053 - PLT,RZR
PLATINUM ELITE
RITZ-CARLTON REPEAT
POINTS
PHON-9153344674H
9102345550M
[email protected]
ADRA-H/MANUEL PAWA,CMR 450 BOX 539,APO AE 09705,USA*/US
RWDS-0790233338, MANIFESTATION-E
FROM-000000INTERNET
INFO-*** PAROU/MRYA - RULES THAT APPLY *** 30JAN13 10:13Z
Non-commissionable
*** PAROU/ - RULES THAT APPLY *** 30JAN13 10:13Z
Must guarantee late arrival
1 nts rm & tx cxl fee
-as first night payment
Cancellation permitted
-before 1800 day of arrival

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 27 -
Example of a reservation containing a Marriott Bonvoy profile of a member who prefers to earn miles rather than points:

1.1BROWN/BENJAMIN/MR 2.1ANDERSON/MICHELLE/MS
1 LONCL MC CHANCERY LANE HS 1 GENR MRYA FRI 19APR18 2NTS SUN 21APR18
TP-UNAVAIL RATES QUOTED IN GBP - GB POUND 163.86 163.86
* MKT-25MRYA RWD-RE
2 1 ROOM-YES GUARANTEED/1 Queen Bed (Q2)
Do Not Display Rm & Tax (D7)
Do Not Display Folio (D9)
Non-Commissionable Rate (N4)
Platinum Member (P6)
3 ARVL/GTD/VS*6273/1213
Rates include taxes but exclude fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
CNFO-90196055
MCID-429889603 - PLT
PLATINUM ELITE
MILES UA GMF05123
PHON-3014737949H
2405755574C
2405755574M
4108558610F

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 28 -
Reservation with Rate Change

The rate for reservation below changes during the stay. As a result, there is a second sell line or ‘sell segment’. In addition, there are six
segments in total in the reservation, instead of the three segments as displayed on the previous reservation examples.

Each sell line segment must have a method of guarantee and the applicable room requests attached to it. MARSHA considers the rate change
as a new arrival, even though there is only one reservation for the guest.

As a result, the new sell segment must be guaranteed and the preferences must also be attached to the new sell segment. Each time a rate
changes during the guest stay, a new sell exists with the new rate and number of nights.

In this example, segment 1 is for the first set of dates, and segment 4 is for the second set of dates, with a total of 8 nights on the reservation.

1.1ALHAJRI/SHAINAAZ/MRS
1 LONMF LONDON GREENWICH HK 1 DSTE WKND FRI 21JUN18 2NTS SUN 23JUN18
TP-UNAVAIL RATES QUOTED IN GBP - GB POUND 449.00 449.00
MKT-20WKND
2 ARVL/GTD/AX*0219/0416
3 1 ROOM-YES GUARANTEED/1 King Bed (K1)
YES GUARANTEED/Non-Smoking Room (N3)
IF AVAILABLE/Executive Level (E4)
4 LONMF LONDON GREENWICH HK 1 DSTE REGD SUN 23JUN18 6NTS SAT 29JUN18
TP-UNAVAIL RATES QUOTED IN GBP - GB POUND 584.00 584.00
MKT-10REGD
5 ARVL/GTD/AX*0219/0416
6 1 ROOM-YES GUARANTEED/1 King Bed (K1)
YES GUARANTEED/Non-Smoking Room (N3)
IF AVAILABLE/Executive Level (E4)
Rates include taxes but exclude fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
CNFO-82465828
MCID-738598074 - MRD
MARRIOTT REWARDS MEMBER
...MORE

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 29 -
Reservation with Service Fields

Service fields can be used to communicate specific information or special requests that can not be communicated via the guest preference
Segment, and may include Arrival Time, Direct Billing, Preference Plus Number, or free format comments (also known as ‘info’ fields)

PHON-4037100902H
4037200502C
[email protected]
ADRA-H/MS CHERYL CARTER, 1423 16TH AVE, EDMONTON AB
T3B1L2,CANADA*/CA
FROM-000000INTERNET
SVCS-ARRV/NN11200/01JUN AC854
DBIL/NN1 BB TO COMPANY * OWN EXTRAS

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 30 -
Cancelled Reservation

Below is an example of a reservation which has been cancelled. The reservation segments no longer appear on the reservation, but the fields do still
appear. When viewing a cancelled reservation, it does not indicate when this reservation was cancelled. One must view the history of the reservation.

Cancellation numbers are always eight digits and begin with a 5 or a 6.

1.2LEWIS/BOB/MR
CNFO-90328224 CNCL-69671776
MCID-972310572 - SLR
SILVER ELITE
POINTS
PHON-5613332393H
56125243685C
56125235685M
5612319766F
[email protected]
ADRA-C/MR BOB LEWIS,INGERSOLL RAND,2365 SEA MIST WAY,WELLINGTON FL 33449831
4,USA*/US
ADRB-C/MR BOB LEWIS,INGERSOLL RAND,183 HORSESHOE RD,MILLBROOK NY 125456029,
USA*/US
FROM-000000INTERNET
0GC/AX*4009/0613-P **PREFERRED**
[email protected]
[email protected]
0GR/N3

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 31 -
History of a Reservation

To access the History of a reservation, first retrieve the reservation in MARSHA. History of a reservation will only be in current MARSHA reservations,
which includes reservations which are in-house or for future arrival dates (including cancelled reservations). One day after a guest has checked out, all
MARSHA History moves to the OSCAR system.

When in a MARSHA reservation, the command to access the history is

‘H <enter>

The history which is stored includes times, dates and user ID of the user who made changes to the reservation. Changes include arrival date, departure
date, method of guarantee, rate, name change, time the guest checked in, etc.

See below for a simple example:

FROM-083566 SELF
L EN/US
EE REQUEST SENT [email protected]
LONRR SU SA 1627Z/05APR18
NO HISTORY

FROM agent with user ID 083566 made the reservation, and they spoke to ‘Self’. The term SELF is commonly used when we speak directly to the guest.

The agent was logged into LONRR when they made the reservation.

SU = Supervisor Level
SA = Agent Initials
NO HISTORY = since the original reservation was made, no changes have been made to this reservation.

ZULU TIME: An internal MARSHA system time. Think of it as MARSHA’s unique time zone. As a guide it is usually the same as GMT or is GMT -1 during
Summer Time.

To determine local time against Zulu Time, type QW in MARSHA.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 32 -
History of a cancelled reservation

Remember, to access the History of a reservation, use the command

‘H <enter>

The first two lines of the history indicate how and when the reservation was made.

The Sell Line Segment, the Guarantee Method Segment and the Guest Preferences Segment were all cancelled in the example

XS = Cancelled Segment.

(X = something cancelled A = something added)

In the final line of history, a second FROM field is displayed. This indicates who cancelled the segments (XS).

.
FROM-000000INTERNET
L EN/US
WWWMC RS MC 1726Z/28APR18
EE REQUEST SENT TO [email protected]
FROM-000000INTERNET -CR- WWWMC RS MC 1726Z/28APR15
XS LONAK NN/HK1 GENR MRYA SUN 23JUN18 6NTS SAT 29JUN18
RATES QUOTED IN GBP - GB POUND 163.86 163.86
* MKT-25MRYA RWD-RE
XS ARVL-/GTD/AX*4009/0613
XS 1 ROOM-YES GUARANTEED/1 Queen Bed (Q2)
Do Not Display Rm & Tax (D7)
Do Not Display Folio (D9)
Non-Commissionable Rate (N4)
EE REQUEST SENT TO [email protected]
FROM-000000Internet -CR- WWWMC RS MC 1729Z/28APR15

- 33 -
Miscellaneous reservation history

The first two lines indicate the location, source, and time of the original reservation.
EE REQUEST = An E-Mail confirmation was sent to this Guest using the E-Mail on the reservation. Email language is also indicated.

The additional FROM field indicates the location, source, and time of changes.

(X = something cancelled A = something added)

XN = Name removed
AN = Name added
XE = E-Mail removed
AE = E-Mail address added

FROM-123492BETTYLOU
L FR/FR
OMARC SU TF 2043Z/17APR18
XS ARVL-/GTD/PROPERTY
XN [email protected]
AE [email protected]
AS ARVL-/GTD/VS*9160/0515
AS PKGE/NN1OWN ACCT
FROM-184609ROOMING LIST -CR- LONSE SU LW 1246Z/19APR18
XN 1BONDAR/VALERIA AN 1BONDAR/VALERIA/MS
FROM-000000PMS -CR- LONSE SU 01 0732Z/19MAY18

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 34 -
Practice Exercise Reading Reservations

1.1WILLIAMS/EUGENE/MR
1 LONRR LONDON RIVERSIDE HK 1 GENR MPCA FRI 21OCT16 2NTS SUN 23OCT16
TP-UNAVAIL RATES QUOTED IN GBP - GB POUND 288.00
288.00
* MKT-35MPCA
2 ARVL/GTD/DEPOSIT POSTED BY HOTEL
3 1 ROOM-YES GUARANTEED/1 King Bed (K1)
YES GUARANTEED/Non-Smoking Room (N3)
IF AVAILABLE/Early Check-In (E1)
Adv Dep - Non-Refundable (F8)
Rates include taxes but exclude fee amounts below (based on single
occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s
0.00/p/s
CNFO-94599171
MCID-033440009 - RZR,PLZ
RITZ-CARLTON REPEAT
RZ PLATINUM ELITE RWDS
POINTS
TRVL-81207667 STANDARD
PHON-00905309678700H
33178989101T
ADRA-C/MR EUGENE WILLIAMS PEPSI LIPTON INTERNATIONAL LMTD,550 RUE DE RHONE
,1204 GENEVA,SWITZERLAND*/CH
ADRB-H/MR EUGENE WILLIAMS,ZONNELAAN 35,3542EB UTRECHT,NETHERLANDS*/NL
T/WWW EGENCIA CH,WWW EGENCIA CH,TOUR FRANKLIN LA DEFENSE 8,92042
PARIS LA
DEFENSE,FRANCE*/FR
H/WILLIAMS,50 RUE DU RHONE,CH-1204 GENEVE,SWITZERLAND*/CH
FROM-182869SELF
SVCS-OTHR/NN1GST RQST REFURBISHED RM
INFO-S5 LONRR 01 OF 02
*** LONRR/MPCA - RULES THAT APPLY *** 29AUG16 17:28Z
Advance Purchase rate
Book 7 days before arrival
Full room & tax payment due
- 1 days after booking
Credit card deposit only
Changes not allowed
Non-refundable rate
Cancellation permitted
up to 1 days after booking
Commissionable rate
***********************************
21OCT CUSTOMER SELECTED RATE PGRM, RM POOL FROM SELL STRATEGY QUOTED
RMKS-LONRR/MARSHA-SPLIT(P), SEE CONFO: 94599181
2 LONRR/PMR-ACCNT 1WILLIAMS/EUGENE/MR 20161021/GENR/97595854

0GC/AX*4000/0418-B **PREFERRED**
[email protected]
0GR/N3

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 35 -
Practice Exercise Reading Reservations (cont’d)
Review the reservation on the previous page and enter the information in the right hand column

What is the rate program on the reservation?

What is the room pool on the reservation?

How many nights is the guest staying?

What is the name of the hotel?

What type of phone number is on the reservation?

How has this reservation been guaranteed?

What is the confirmation number?

How many people are on the reservation?

What type of address is on the reservation?

What is the cancellation policy?

Has the reservation been PA to the PMS system?

Does the guest prefer to collect points or miles?

How did the guest make the reservation?

How many rooms did the guest reserve?

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 36 -
Creating a Basic Reservation in MARSHA
Now that we have covered how to read a Reservation and basic navigation within MARSHA, the next step is to
learn how to make a basic reservation.

Complete a basic reservation first by making a simple reservation in test MARSHA.

Classroom training

For those in the classroom training, the facilitator will provide an example of a reservation to create and will review
each section in detail, explaining what should be done at each step.

New hire training (Self Paced Study)

Associates who are taking this training as part of their New Hire Training should follow along with the steps in the
next few pages, and create a Reservation. Each point is covered in detail in this section.

Over the following pages, we will cover each step individually, with detailed notes and screen shots.

• Make certain to be are logged in to your hotel in the Test MARSHA system in order to follow along and
complete the steps.
• Make a reservation for yourself for dates/rates as directed in the example/s
• Use this test credit card to guarantee: Visa 4444 3333 2222 1111 expiration date 0425

There are 8 steps to making a basic reservation. They are as follows:

1. Sell line
2. Name and number of people
3. Method of guarantee
4. Guest special requests*
5. Address field
6. Phone
7. From
8. End reservation

Generally, these steps can be completed in any order, although the Method of Guarantee and Guest Preferences
cannot be entered until the sell line has been entered.

Above is a recommended sequence of when to add each segment or field, but the steps can be entered in almost
any order.

* The guest request segment is only a mandatory element for reservations with a Marriott Bonvoy profile on the
reservation. However, it is a best practice and reservation sales criteria to ask all guests if they have any bed type
or smoking preferences.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 37 -
Step One – Sell Segment
** For each entry below, use the ‘zero’ key, not the letter ‘o’

Today for 1 night 0NN <enter>

Today for 2 nights 0NN/2 <enter>
Today for 3 nights 0NN/3 <enter>
Future dates 0NN/DDMMM# (# of nights) <enter>

Enter 0/# to select from a list of room pools or rates

For example, to reserve a room for tonight for one night at this property:
0nn/ddmmm <enter>
Or
0nn <enter>

Depending on the brand, type of property, region, and strategy, the hotel will have either a menu quote, or a room
pool quote. Both options are displayed in this guide.

Menu quote
The sell menu will display the rates and room pools available for the dates requested. All rates on the menu must
be quoted to the guest. Menus may consist of one, two, three or four rates and room pools.

HOT DATE/TIME: 26OCT 18:01 YOUR DATE/TIME: 26OCT

21:01
HOTJW JW MARRIOTT HOTEL 1 ROOM FRIDAY 26 OCTOBER 1 NIGHT

FIRST MENU--OFFER ALL RATES RATES QUOTED IN EUR - EURO

1-REGA (GENR) REGULAR RATE - 120.00 120.00

Regular rate
Deluxe Room, Guest room, 2 Twin/Single Bed(s), City view
2-YBKC (GENR) STAY FOR BREAKFAST - 132.00 144.00
(F)
Stay for Breakfast rate, includes see Rate Rules
Deluxe Room, Guest room, 2 Twin/Single Bed(s), City view
3-REGB (QBSR) REGULAR RATE - 140.00 140.00

Regular rate
Superior room, Guest room, 1 King, City view
4-BFKD (QBSR) STAY FOR BREAKFST PREM - 152.00 164.00
(F)
Stay for Breakfast rate, includes see Rate Rules
Superior Room, Guest room, 1 King, City view
FACTS (0RF#) ; NEXT (0MD) ; NEXT ALT. (0NA) ; LAST ALT. (0LA) ;
...MORE

To select a rate from the menu, enter the command

0/# Where # = the rate number to the left of the description

For example, to select rate number one (REGA) from the menu enter

0/1

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 38 -
Room pool quote

SELECT ROOM POOL

1-GENR - De Luxe King, 1 King,

28sqm/301sqft, Living/sitting area, Wireless
Internet for a fee, Coffee/tea maker MAX OCC - 3
2-TWIN - De Luxe Twin, 2 Twin/Single
Bed(s), 28sqm/301sqft, Living/sitting area,
Wireless Internet for a fee, Coffee/tea maker MAX OCC - 3
3-JSTE - Junior Suite, 1 King,
45sqm/484sqft, Living/sitting area, Wireless
Internet for a fee, Coffee/tea maker MAX OCC - 4
4-STDO - Studio Suite, 1 King,
60sqm/646sqft, Living room is separated,
Wireless Internet for a fee, Coffee/tea maker MAX OCC - 4
5-DLUX - Uliveto De Luxe, 1 King,
28sqm/301sqft, Wireless Internet for a fee,
Coffee/tea maker, 32in/81cm LCD TV MAX OCC - 2
6-SUIT - Uliveto Suite, 1 King,
60sqm/646sqft, Living room is separated,
Wireless Internet for a fee, Coffee/tea maker MAX OCC - 4
.MORE

To select a room pool from the menu, enter the command

0/# Where # = the rate number to the left of the description

For example, to select room pool number two (TWIN) from the menu enter

0/2
The screen will now appear quite similar to the menu quote option on the previous page, but only rate for the
selected room pool will appear. To select the desired rate program from the menu, enter
0/1
**An ‘agent alert’ may appear once the rate/room pool is selected. This must be quoted to the guest

HOTEL DOES NOT OFFER ROLLAWAY BEDS

1 HOTJW JW MARRIOTT HOTEL HS 1 GENR REGA FRI 26OCT16 1NT SAT 27OCT16
TP- RATES QUOTED IN EUR - EURO 120.00 120.00
MKT-12REGA
Deluxe Room, 2 Twin/Single
Bed(s), Mini-fridge, 24sqm/258sqft, Wireless
Internet, complimentary, Coffee/tea maker
Maximum occupancy - 2
Regular rate
Deluxe Room, Guest room, 2 Twin/Single Bed(s), City view
** GUARANTEE/DEPOSIT POLICY **
GTD: CC/CO/TA/VO/DB/WH
GTDCC: AX/DC/MC/VS
DEP: CC/CK/MO
DEPCC: AX/DC/MC/VS

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 39 -
To return to the page displaying all room pools (if desired), enter the command

0RP/

MORE = Move down (MD) to display the next screen of reservation

-as first night payment

Cancellation permitted
-before 1800 day of arrival
26OCT CUSTOMER SELECTED RATE PGRM, RM POOL FROM SELL STRATEGY QUOTED
*** HOTEL INFORMATION ***
Currency: Rates quoted in EUR - EURO
Rates exclude tax and fee amounts below (based on single occupancy):
10.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
* * Tax and Fee Detail * *
Currency of amounts EUR - EU EURO
Quoted rates exclude taxes

Tax / Fee Name Taxa Dur Inc Amount Unit Freq 0GR
----------------------------- ---- --- --- ---------- ------- ----- ---
Extra Person Charge Y All N 30.00 Person3 Night
VAT Value Added Tax N All N 10.000pc Room Night

MORE = Move Down (MD) to the next page

01. WELCOME TO THE RENAISSANCE BARCELONA FIRA HOTEL, SPAIN

02.
03. GTD: CC/CO/WH/VO/DB/TA
04. GTDCC: AX/DC/MC/VS
05.
06. DEPCC: AX/DC/MC/VS
07.
08. CANCEL POLICY: MUST CANCEL BY 6PM HOTEL TIME DAY OF ARRIVAL
09. CASH POLICY: ONE NIGHT ROOM & TAX PLUS 50 EUROS FOR
10. INCIDENTALS
11. ADDITIONAL CHARGES: EXTRA PERSON:30EUR ONLY FOR PREMIUM ROOM
12. CRIB: NO CHARGE / ROLLAWAY: NOT OFFERED
13. PARKING: ON PREMISES / 3 EUR PER HOUR/18 EUR PER DAY
14. PET POLICY: PETS ARE NOT ALLOWED
15. CITY EVENTS: NONE THIS WEEK

It is very important that you quote the necessary information to the guest. Advise them of the rules of the rate they
have chosen, their cancellation policy and any other information which may affect their stay.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 40 -
There will now be a lot of information displayed on the screen, including three pages of facts.

In order to compress the information and not have quite so many screen, once you have quoted all the
information to the guest, reorganize the screen.

‘R <enter>

One may use the ‘r (tick R) function at any point during the reservation process to re-organize the data on the
screen. It is not a mandatory reservation element; it just helps to put everything into sequence.

After entering ‘R, there will be only one page on the screen.

Now that the sell segment appears, one may proceed with the next step to make a reservation.

NO NAMES
1 HOTJW JW MARRIOTT HOTEL HS 1 GENR REGA FRI 26OCT16 1NT SAT 27OCT16
TP- RATES QUOTED IN EUR - EURO 120.00 120.00
MKT-12REGA
Rates exclude tax and fee amounts below (based on single occupancy):
10.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
INFO-*** HOTJW/REGA - RULES THAT APPLY *** 26OCT12 16:04Z
Commissionable rate
*** HOTJW/ - RULES THAT APPLY *** 26OCT12 16:04Z
1 nts rm & tx cxl fee
-as first night payment
Cancellation permitted
-before 1800 day of arrival
***********************************
26OCT CUSTOMER SELECTED RATE PGRM, RM POOL FROM SELL STRATEGY QUOTED

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 41 -
Step Two – Name and Number of People
In this example, make a reservation for yourself for one person.

At the bottom of the screen, by the cursor, enter the following command. It is not case sensitive i.e. one may enter
lower or upper case letters as the system converts it all to upper case after the <enter> command.

N1lastname/firstname/title <enter>

N1SMITH/JENNIFER/MRS

Options:

N#lastname/firstname/title
N#lastname/firstname/mrmrs
N#lastname/first initial/title

# = indicates the number of people in the room (total adults and children)
Lastname = last name of the guest
Firstname = first name of the guest
Title = (optional) May be in local language or in English (Mr, Mrs, Ms, Dr, Rev, etc)

** The maximum number of persons in the room cannot exceed the maximum number established by hotel, which
appears on the VRM screen

If the name field is entered using the correct format, MARSHA will display an asterisk (*) after the name.

The name field will still appear on the bottom of the screen. In order to refresh the screen and have the name field
appear in the correct area on the reservation, use the following command:

‘R <enter>

1.1SMITH/JENNIFER/MRS
1 HOTJW JW MARRIOTT HOTEL HS 1 GENR REGA FRI 26OCT16 1NT SAT 27OCT16
TP- RATES QUOTED IN EUR - EURO 120.00 120.00
MKT-12REGA
Rates exclude tax and fee amounts below (based on single occupancy):
10.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/
INFO-*** HOTJW/REGA - RULES THAT APPLY *** 26OCT12 16:04Z
Commissionable rate
*** HOTJW - RULES THAT APPLY *** 26OCT12 16:04Z
1 nts rm & tx cxl fee
-as first night payment
Cancellation permitted
-before 1800 day of arrival
***********************************
26OCT CUSTOMER SELECTED RATE PGRM, RM POOL FROM SELL STRATEGY QUOTED

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 42 -
Step Three – Method of Guarantee

Credit card: 0GC/cc4444333322221111/1225

CC indicates the type of credit card. MARSHA will validate the card number (but not authorise the card)

VS Visa
MC MasterCard
AX American Express card
JC Japan Credit Bureau
DS Discover
DC Diners Card
UP China Union Pay

Other methods of guarantee:

0GA/CO Company (requires company address)

0GA/TA Travel agent (requires IATA number)
0GA/WH Wholesaler (requires wholesaler profile)
0GA/PR Property guarantee (limited to certain MARSHA users)
0GA/DB Direct bill (special request code D1)
0GA/VO Voucher
0GA/PP Preference Plus (requires Preference Plus profile)
0A Not guaranteed, 4pm or 6pm hold

For this example, use the test Visa card below (valid only in test MARSHA)

The command is
0GC/vs4444333322221111/1225 <enter>

0gc/vs4444333322221111/1225

2 ARVL-GTD/VS*1111/1225

Credit Card Deposit (Advance Purchase)

If the advance purchase the credit card guarantee option (0GC) cannot be used to complete a
reservation. Instead one should indicate rate is that a credit card deposit is required.

0CD/vs4444333322221111/1225 <enter>

0cd/vs4444333322221111/1225

2 ARVL-GCD/VS*1111/1225

Advance deposit payments are not completed by MARSHA. They must be processed in PMS using the
appropriate payment method/system.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 43 -
Step Four – Guest Requests or Preferences
Special request codes consist of one letter and one digit. To view the global special request codes type VIG
<enter>.

The guest preference segment is not a required segment within the MARSHA reservation, unless the guest is a
Marriott Bonvoy Member and their Member Number is on the reservation. If the guest is a member, complete the
Guest Preferences segment in order to end the reservation.

Even if the guest has no particular requests or preferences, one should complete this section by using the request
code B9 (no bed type request).

If the guest is not a Marriott Bonvoy Member, one will be allowed to complete the reservation without completing
this segment. However, as it is good Reservation Sales practice to ask each guest if they have any special
requests or room preferences, this entire training manual works assumes that one should always complete this
segment.

In this example, request two double beds (D4) and Non Smoking (N3) or similar room for your property
.
For example:
• Non Smoking King – K1,N3
• Non Smoking Double Double – D4, N3
• Smoking King – K1, S7
0GR/N3/D4 <enter>

0gr/n3/d4
2 1 ROOM-YES GUARANTEED/2 Double Beds (D4)

Can you remember how refresh your screen so that you can display all of your hard work?

There will now be three segments as well as the name and number of people:
1. Sell segment (Heart of the Reservation)
2. Guest preferences
3. Method of Guarantee

1.1SMITH/JENNIFER/MRS
1 HOTJW JW MARRIOTT HOTEL HS 1 GENR REGA SAT 26OCT13 1NT SUN 27NOV13
TP- RATES QUOTED IN EUR - EURO 120.00 120.00
MKT-12REGA
2 1 ROOM-YES GUARANTEED/2 Double Beds (D4)
3 ARVL/GTD/VS*1111/1221

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 44 -
Special Request Codes

The special request segment attempts to guarantee the guest’s bed and room type preferences and
note other special requests or reservation information. By using the special request segment, the guest
will be advised at the time of booking whether they will receive the room and/or bed types they
requested prior to their arrival at the property.

A maximum of twelve special request codes may be entered into a reservation in MARSHA using the
0GR command, however up to twenty may appear on a reservation as they may be attached to the
guest profile.

• A special request segment is not required, however it is recommended.

• A special request segment helps the property ensure customer satisfaction by
allowing them to plan for the guest’s requests prior to check-in.
• If the guest has no room/bed type requests, the special request segment may be
completed using the code B9 for “No preference.”
• Before entering a special request segment, the following requirements must be met:
o an accommodation segment has to exist
o and one must know the special request code(s) for the special request(s)

To view the Special Request list type

VIG <enter>

PMS DESCRIPTION COUNTED ECONFO .COM

PRINT PRINT

A0 Hold for ERS PROJECT NO NO

A1 Rooms Side by Side (A1)
A2 Elite Upgrade (A2) NO NO
A3 Advised Of Parking Fee (A3) NO
A4 Service Animal in Rm(A4)
A5 P Accessible Room (A5) ACCB
A6 Ancillary booking exists (A6) NO NO
A7 Elite Suite Upgrade (A7) NO NO
A8 Airport View (A8) VIEW NO NO
A9 Roll-In Shower (A9) ACCR
B0 Hold for ERS PROJECT NO NO
B1 P Balcony (B1) NO
B2 P Bedboard (B2)
B3 ** DO NOT USE (B3) NO NO
B4 Hearing Accessible (B4) ACCH

This list is global i.e. not specific to any one hotel.

To search for a special request code

VIG/DDDD Where DDDD is the keyword VIG/CORNER

VIG-A Where A is the first letter of the code VIG-B (to display B1, B2, etc)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 45 -
Step Five – Guest Address
The command to access the address field screen is:
AH/CC<enter>
Where:
CC = Country Code of the address

For example:
AH/GB <enter>

If you don’t know the country code, you can type the whole name of the country within the command to search or
use OP/CCN/COUNTRYNAME
For example:
AH/Great Britain <enter>
OP/CCN/Great <enter>

Take care when using special characters within the address field as not all special characters will transmit
between Opera and MARSHA

For this example, use your own details to complete the screen. Use the <tab> key to navigate from line to line
ADDRESS INPUT SCREEN
FORMAT 08

COUNTRY CODE INPUT: GB COUNTRY NAME: GREAT BRITAIN_________________

ADDRESS NUMBER: 1 PRIORITY: A TYPE: H

ADDRESSEE/ATTENTION TO
guest name__________________________

STREET NAME & NUMBER/POST OFFICE BOX

first line of address______________

ADDITIONAL ADDRESS DATA (OPTIONAL)

second line (optional)______________

CITY REGION
name of city here___________________ region may be required_____________

POSTAL/ZIP CODE
postal code is required

INPUT: save__ (SAVE, JUNK)

Using the AH/XX command: One may think that A stands for Address, but it actually means ‘primary address’. A
primary and a secondary address for a Guest Profile may appear on the reservation.

A ADDRESS FIELD - CREATE PRIMARY B ADDRESS FIELD – CREATE SECONDARY

AC/XX OR AC/NNN COMPANY BC/XX OR BC/NNN COMPANY

AH/XX OR AH/NNN HOME BH/XX OR BH/NNN HOME
BT/XX OR BT/NNN TRAVEL AGENCY

C/ = company
H/ = home
T/ = travel agency
XX = country code
NNN = country name (minimum 3 letters)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 46 -
Step 5 – Address cont’d…

1.1SMITH/JENNIFER/MRS
1 HOTJW JW MARRIOTT HOTEL HS 1 GENR REGA SAT 26OCT13 1NT SUN 27NOV13
TP- RATES QUOTED IN EUR - EURO 120.00 120.00
MKT-12REGA
2 1 ROOM-YES GUARANTEED/2 Double Beds (D4)
3 ARVL/GTD/VS*1111/1218
Rates include taxes but exclude fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
ADRA-H/GUEST,1234 ANY STREET,LONDON,SW10V4,UNITED KINGDOM*/GB

Address section: In this example the address is a primary home address ADRA-H

Step Six – Phone Number and/or Email Address

P##########C company phone number
P##########H home phone number
P##########T travel agency phone number
P##########F fax number
P##########M mobile phone number
PN no phone number
PNTEXT no phone number with text (Text optional)

** Note that there must be at least one the following on a reservation: a valid phone number, or an email address

When no email address exists, a valid phone number must be entered in the phone field. PN may not be used.

When an email address exists, PN may be used.

WHERE:
##### = phone number (minimum ten digits required)

Type of Phone number:

C = company
H = home
T = travel agency
F = fax
M = mobile
E = email address
N = no phone number
Text = optional free form text (47 characters maximum)

For this example, use a phone number of your choice

P##########C <enter>

p44234328743c

[email protected] <enter>

[email protected]

LCFR change default email language from English/US (FR, DE, ES, ZH, JA, PT, RU,
KO, RU, IT, AR, TW)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 47 -
Step Seven – From Field
When making the initial reservation, input a ‘From’ field which means who is making the booking as whomever is
making the reservation might not be the person who is actually staying. It may be the source of the reservation, or
the name of the person who called to make the reservation, or the guest themselves.

A common term used when the guest books directly is ‘self’. This may also be abbreviated as ‘S’ for self.

Fself <enter>

FROM-029443SELF

* Do not enter your name in the from field. The MARSHA user ID will appear on the reservation. Enter the name
of the person who made the reservation, or ‘guest’ or ‘self’, or the source such as ‘email’ or ‘fax’.

Step Eight – End Reservation

In order to save all the data entered for the reservation, one must ‘end’ the reservation using one of the options
below as an end field.

E End reservation, no email

EE End reservation, send email

EA End reservation, no email, copy all details for next reservation

EAE End reservation, send email, copy all details for next reservation
EP End reservation, no email, copy partial details for next reservation
EPE End reservation, send email, copy partial details for next reservation

MARSHA will respond with an 8 digit confirmation number for the completed reservation. Enter the number below

Confirmation number: _____________________________

Confirmation number: _____________________________

Confirmation number: _____________________________

Confirmation number: _____________________________

- 48 -
 Section Two

Advancing to the next level

Section Two – Advancing to the next level (4 hours including breaks)
• Adding remarks and information to a reservation
• Modifying a reservation

Creating more complicated reservations

• Including, but not limited to Reservations by
o Facts Pages (finding out more information about rates)
o Direct Sell, Rate type, Cluster Sell
o Wholesaler Reservations
o Rate Changes
o Selling from Groups (Mini Hotels)

Appendix of useful information, including resources for additional help

Classroom training
Section One included the eight steps to making a basic reservation, but often more complex steps are required.
For those of you in the classroom training, your facilitator will give you examples of reservations which you need
to create. Each point is covered in detail in this module; additionally you may use the ‘Reservation Sales Agent
Quick Reference Guide’

New Hire training (Self Paced Study);

For those of you who are taking this training as part of their New Hire Training and outside of the Class-room
based training, you may follow along with the examples below.

For each of the Advanced Reservation Scenarios below, complete a reservation for yourself on a date of your
own choice using the TEST system, and the TEST credit card which is VS4444333322221111/1221

• Please note: the work along examples give screen shots of the main stages of each of the reservations,
or the topics being covered. However, they do not necessarily provide the entire example in screen shot
format. Using the Reservation skills you have learned from section one, please complete each of the
reservations in the work along examples. Please use names, stay dates and address details of your
choice for each example.

• The Guest Preference Segment is not a required field within the MARSHA reservation, unless the
Guest is a Marriott Bonvoy Member and their Member Number is on the reservation. If the Guest is a
Member, you will need to complete the Guest Preferences section in order to End the reservation. Even
if the Guest has no requests or preferences, we must complete this section using the request code B9
(No bed type preference)

• If the guest is not a Marriott Bonvoy Member, then you will be allowed to complete the reservation
without completing this segment.

• However, as it is good reservation sales practice to ask each of our guests if they have any special
Requests or room preferences, this entire training manual suggests that one should always complete
each segment.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 49 -
Facts Pages: Finding Out More Information About Rates

During the selling process, there is an indication that some rates have Facts Pages attached to them.

PAROU DATE/TIME: 10FEB 01:24 YOUR DATE/TIME: 09FEB 19:24

PAROU - CY PARIS OUEST 1 ROOM SUNDAY 10 FEBRUARY 1 NIGHT
RATE TYPE – DISCOUNT

SELECT RATE TO VERIFY AVAILABILITY RATES QUOTED IN EUR - EURO

1-QTCA (GENR) QUARTER CENTURY CLUB - 0.00
(Q)(F)
(H) Quarter Century Club rate, Quarter Century Club required
Guest room, 1 King or 2 Twin/Single Bed(s)

2-TRVM (GENR) TRAVEL INDUSTRY - 143.10 143.10

(Q)(F)
Travel Industry rate, valid ID required, see Rate Rules
Guest room, 1 King or 2 Twin/Single Bed(s)

FACTS (0RF#) ; ROOM DESC (0RM#) ; NEXT (0MD) ; LAST (0MU) ; NEXT ALT. (0NA)

F = a facts page attached to this rate

H = house protected - only the hotel users may book this rate
Q = rate is qualified, which means that the guest must be entitled to the rate by doing something
or being something

To select or view a facts page attached to a rate from the sell screen, type 0RF# Where # is the
Rate Number.

For example; to view the facts page attached to the Rate Program QTCA from the above sell
screen, type 0RF1. One can view a Rate Facts Page at any time (provided there is a Facts
Page) using the VIF command.

VIFHOTEL/DDMMM/PRGM <enter>

Where:
HHHHH = Hotel 5 letter property code (not required if logged into own hotel)
DDMMM = Arrival Date (or date of enquiry)
PRGM = rate program
PAROU DATE: 27SEP TUE
** RATE PROGRAM FACTS **
QTCA (QUEN) QUARTER CENTURY CLUB
- Quarter Century Club (QCC) members may stay for up to 3 nights
free at participating properties Friday through Sunday:
Marriott Hotels and Resorts, Renaissance Hotels and Resorts,
Courtyard, Fairfield Inn, SpringHill Suites, Residence Inn,
Conference Centers, TownePlace Suites, Autograph Collection,
Edition and AC Hotels.
- QCC members may also stay for up to 3 nights free at
participating Marriott Vacation Club properties Monday through
Thursday.
- All incidental costs must be paid for by the QCC member.
- Limit of two rooms per QCC member: One free QCC room and one
additional room at the Associate Pleasure rate, if available.
- A QCC member is permitted one free stay per hotel per calendar
year. QCC rate availability is based on projected occupancy.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 50 -
Advanced Sell Lines
There are several ways one can perform a sell-line using the search function. By inserting a ‘filter’ into the search
function, it is possible to ask MARSHA to search for rates within the system within a certain group of rates, or
beginning with a certain letter, or attached to a particular company.

HINT: The word filter means to sort out, to categorize, to divide up or separate out.

With the majority of these search functions, the resulting display does not indicate whether or not the rate is
actually available. It purely shows which rates are created at the property, according to the search criteria given.

In order to confirm if one of these rates is available, one must select it from the menu. If it is available, one can
proceed with the reservation process.

HINT: Remember that unless indicated type 0 (zero) not O (oh)

Make certain to review and read the entire screen. Remember to use the menus at the bottom of the screen. They
are very useful and contain important information or directions.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 51 -
Communicating Remarks or Information on a Reservation

To add a comment or a remark onto a MARSHA reservation, use either a Service Field or an Info Field. There is a
limitation to how this information appears in Opera. The information will either appear as a Reservation Comment
or a Reservation Alert. There is no way to generate anything such as a Cashier Comment, Check In/Out
Comment or add a trace / routing from MARSHA to Opera

Service Fields

There are more service fields than are listed below but these are the most useful to use for Opera PMS

Command Use Location in Property PMS System (Opera)

SOTHR/NN1 free text Miscellaneous information Opera Reservation Alert (pop up box, each
time reservation is viewed in Opera)
SPKGE/NN1 Free text Miscellaneous information Opera Reservation comments
SDBIL/NN1 Free text Direct bill instructions Opera Reservation comments
Special request code D1 (direct billing
requested) will also be added in Opera
When a reservation is guaranteed by Direct Bill
(0GA/DB) an SDBIL field must be added to the
reservation
Does not create any Opera routing
Does not create cashier comment
SARRV/NN1HHMMM/DDMMM Estimated time of arrival Reservation More Fields screen, with date
free text showing in Arrival Date field, Time in the pick-
up time and free text in information

With exception of the SARRV field, the command format for all other Service Fields is the same:

SOTHR/NN1 free text free text (49 characters max)

SDBIL/NN1 free text free text (49 characters max)
SPKGE/NN1 free text free text (49 characters max)

Where:
NN1 = is constant

Arrival time

SARRV/NN1HHMM/DDMMM/free text (up to 40 characters of free format text may be entered)

Where

HHMM = arrival time in 24 hour format

DDMMM = arrival date
NN1 = is constant, always NN1

For example: SARRV/nn10835/12APR

With flight details: SARRV/nn10835/12APR BA234

Information fields (I-Fields) can be used to communicate miscellaneous information if no appropriate special
request code or a service field exists. Information fields display in Opera as a Reservation Alert (pop up)

IFREE TEXT <enter> (59 characters max)

For example: I Please alert GM at check in

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 52 -
Sell by Rate Type
There are five types of transient rates in MARSHA

• Regular R
• Business B
• Package P
• Discount D
• Wholesale W

Regular Rate:
These are the retail rates, sometimes referred to as ‘benchmark’, ‘weekday, or ‘best available’ rates. Regular rates
can be quoted to anyone as they are publically available rates. There are no qualifications which guests must meet
in order to be able to reserve the rate.

Business Rate:
Business rates are rates which are negotiated with companies, so that they may use it exclusively, usually for
their employees. Marriott has negotiated rates with large global corporations, so that they may have a standard
discount off the retail rate at Marriott properties around the world. Guests who stay must qualify for the rate in
order to be able to book it and usually are required to show ID upon check-in.

Additionally, a hotel may also choose to offer a company a special negotiated rate extended to their local
corporate customers in return for a commitment to purchase a specific volume of room nights, as well as other
factors such as pattern, etc. These rates are commonly negotiated annually by the Sales team.

Typically, business rates are non-commissionable to travel agencies, and when the rates are created in High
Performance Pricing, they are marked as non-commissionable. There may be exceptions to this rule, but they are
rare and usually negotiated locally for an individual hotel.

Package rate:
A rate which includes extra amenities, food and beverage items, leisure items, theatre tickets etc. There may be
certain terms and conditions for the rate, such as booking window, cancellation policy, deposit policy, etc.

Discount Rate:
A rate which is discounted from the Regular Rate, and requires guests to meet certain requirements to be able to
qualify for the rate, is considered a discount. This may include one (or more) of the following: Guest must be a
member of an association, pre-pay entire stay in advance, no cancellations of reservation etc.

Wholesale Rate:
The Wholesaler will book on behalf of the guest and the rate can not be disclosed to the guest who is staying at the
hotel as they will have paid a price advertised by the Wholesaler which may include other elements besides the
hotel stay.

Wholesalers sell packaged rates which may also include other elements such as car hire, airfare, food and
beverage elements, entertainment, or transfers. They will market the hotel through their own channels such as
website, brochures, direct sales, or advertising. Wholesalers can sell the hotel to Travel Agents, who will then sell
on the guest. Wholesalers who are contracted at your hotel may have a per night rate allocation which is
guaranteed availability.

For example; Superbreaks Holidays have a 10 room per night allocation at the hotel. They must indicate 7 days in
advance if they will be using those rooms. Any unused allocation is automatically released. They are able to book
this allocation up to the cut-off point, regardless of whether or not the hotel is already sold out to other guests.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 53 -
Selling by Rate Type – Using Filters
Search filter

It is possible to sell by searching for the particular Rate Type required. Using what is called a ‘Search Filter’ within
the Sell Line it will show rates listed in the system.

To search by Rate Type (all of rate type) 0nn/ddmmm/#

To search by Rate Type and Rate Name 0nn/ddmmm/#*@

Where:

# = Rate Type
@ = Rate Name / Beginning of Rate Name

0NN/DDMMMVM/R (or B, D, P, or W)

The resulting screen will show all rates within that Rate Type searched for, however, it will not be able to determine
if the rate is available as it is purely a search function. To verify rate availability, select the rate desired using the 0/#
command.

If the rate requested is not on the first page of rates shown, use the 0md command to view the following pages.
Once the rate is selected, it will appear if available for sale. If it is not available, the rate cannot be sold.

Example: A sell line by rate type Business - Searching for all rates within the Business Rate Type group.

0nn/01sep/b

PAROU - CY PARIS OUEST 1 ROOM SUNDAY 1 SEPTEMBER 1 NIGHT

RATE TYPE - BUSINESS
SELECT RATE TO VERIFY AVAILABILITY RATES QUOTED IN EUR - EURO
1-AKRE (GENR) A.T. KEARNEY - 159.00 159.00
(Q)
A.T. Kearney, 9.4 km
Guest room, 1 King or 2 Twin/Single Bed(s)
2-AMDG (GENR) AMDOCS GPP - 143.00 143.00
(Q)
Amdocs Global Recognition
Guest room, 1 King or 2 Twin/Single Bed(s)
3-AREA (GENR) AREVA GPP - 143.00 143.00
(Q)
Areva Global Recognition
Guest room, 1 King or 2 Twin/Single Bed(s)
4-BAEG (GENR) BAE SYSTEMS GPP - 143.00 143.00
(Q)
BAE Global Recognition
Guest room, 1 King or 2 Twin/Single Bed(s)
ROOM DESC (0RM#) ; NEXT (0MD) ; NEXT ALT. (0NA

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 54 -
 One can further search ‘filter’ to the Sell Line request so as to search for Rate Types beginning only with a
certain letter.

Example: A sell line by rate type Business, searching for all rates within the Business Rate Type beginning with
the letter S.

0nn/01sep/b/s

PAROU - CY PARIS OUEST 1 ROOM SUNDAY 1 SEPTEMBER 1 NIGHT

RATE TYPE - BUSINESS
SELECT RATE TO VERIFY AVAILABILITY RATES QUOTED IN EUR - EURO
1-NFNY (GENR) SANOFI - 135.00 135.00
(Q)
Sanofi Global Partner
Guest room, 1 King or 2 Twin/Single Bed(s)
2-SAGZ (GENR) SAUDI ARAMCO GPP - 143.00 143.00
(Q)
Saudi Aramco Global Recognition
Guest room, 1 King or 2 Twin/Single Bed(s)
3-SEHS (GENR) SCHNEIDER ELECTRIC - 168.00 168.00
(Q)
Schneider Electric
Guest room, 1 King or 2 Twin/Single Bed(s)
4-SGTG (GENR) SEAGATE TECHNOLOGY - 159.00 159.00
(Q)
Seagate, 1.6 km
Guest room, 1 King or 2 Twin/Single Bed(s)
ROOM DESC (0RM#) ; NEXT (0MD) ; NEXT ALT. (0NA)

HINT: Did you notice the ‘Q’ underneath the Rate Program on the left-hand side? This instructs us that the rate is a
qualified rate, meaning that the Guest must ‘Qualify’ in order to get the rate.

For example, they must be a member of something, show an ID card or employee card, present a voucher etc. This
rate can not be sold to everyone. It is specific to those people who ‘Qualify’ for the rate.

Viewing the Master List of Rates

VIR/date/rate type VIR/03JAN/R (B, D, P, W)

VIR/date,ECCO to search by rate name (up to four letters)
VIR/date/B*S to search for business rates starting with S onwards
VIR/date,E to search for rates starting with letter E

Note that this will display all rates which exist on a given date, not necessarily rates which are available for sale

Viewing One Rate Program

VRP’/pgrm VRP’/REGA (then N to move to the next screen)

This command will display the highlights of a rate program, including rate by season, net rates, day of week
restrictions, and other key rate information. For more detailed information, see either High Performance Pricing, or the
Market Code Audit Tool.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 55 -
Sell by Cluster Code
Certain Rates are grouped together and attached to a ‘Cluster Code’. A cluster code is a 3 character code which can
be linked to all rates associated with that code. For example; IBM for all rates created for the IBM Company.

This cluster code can be used by the client on the Marriott.Com website to find any rates available which are linked to
IBM.

The cluster code can also be used by a Reservation Agent in both Empower and MARSHA to search for rate
availability attached to the cluster code.

In order to do a search by Cluster Code one must first know the Cluster Code or how to search for the Cluster Code.
Example: display the Cluster Sell line using the IBM cluster code (IBM)

0nn/01sep/IBM

HOTMQ DATE/TIME: 09FEB 17:04 YOUR DATE/TIME: 09FEB 17:04

HOTMQ – HOTEL TEST MARQUIS 1 ROOM SUNDAY 1 SEPTEMBER 1 NIGHT

IBM CLUSTER - IBM CORPORATE RATES

SELECT RATE TO VERIFY AVAILABILITY RATES QUOTED IN USD - US DOLLAR

1-IBGC (GENR) IBM GPP - 297.00 297.00

(Q)
IBM Global Partner, 0.7 mi
Guest room, 1 King or 2 Double, Sofabed

2-IBYD (GENR) IBM - 314.00 314.00

(Q)
Ibm, company ID required
Guest room, 1 King or 2 Double, Sofabed

ROOM DESC (0RM#) ; NEXT ALT. (0NA)

As with the previous sell lines using a search filter, this screen does not show availability. You must select the desired
rate to verify availability.

To search for a Cluster Code use the VCC’ command

VCC’ <enter>
Or
VCC’/company <enter>

This command will give you an entire index of all Cluster Codes available. For a full explanation of how to search
within the VCC’ menu, type HELP VCC’

- 56 -
Direct Sell
If the 4-letter rate program is known, it may be inserted directly into the Sell Line to Direct Sell the rate.

This is not a ‘search’ function anymore MARSHA is instructed to quote for one rate and one rate only.

However, when completing a direct sell, the Sell Strategy is bypassed for the day, so use with caution!

0nn/ddmmm/prgm

Example: 0nn/12nov/IBMA

If the rate is available, it will appear on the screen as sold. If the rate is not available, it cannot be sold, and the
following display will appear:

0NN/12NOV/IBMA
** NO ROOMS AVAILABLE FOR REQUESTED DATES **
ENTER 0SR TO VIEW SELL STRATEGY OR
ENTER 0ML TO DISPLAY RATE TYPE LIST WITH AVAILABILITY OR
ENTER 'S AND MODIFY TO REQUEST ALTERNATE DATES OR
ENTER 0NA TO REQUEST NEXT ALTERNATE LOCATION OR
ENTER 0NA/ TO REQUEST LIST OF AVAILABLE ALT LOCATIONS OR
ENTER 0WL TO ATTEMPT WAITLIST FOR REQUESTED RATE

Force Sell Rate And/Or Override Rate Amount

A rate may be force sold, but the daily sell strategy or menu cannot be force sold. The rate program must be insereted
into the sell line to be able to force sell, by using the command 0FS to force sell, instead of 0NN.

Example:

0FS/12NOV/REGA
Force Sell the REGA rate, at whatever rate it is set at for that day

To override a rate, if for example you need to sell a particular rate program at a different amount then listed
(under special circumstances) you must also direct sell the rate PRGM and also insert the new selling price for that
reservation only.

0NN/12NOV/REGA/9900
Override a rate to 99.00 for the reservation, using the REGA program

To force sell a rate AND to override the price the force sell command 0FS must be used

0FS/12NOV/REGA/10000
Override a rate to 100.00 for the reservation, using the REGA program, when REGA is not open for sale

These commands are only available to certain ID duty code levels, such as Supervisor (SU). Whenever a rate is
overridden and/or a rate program is force sold, a queue message may be sent to the property to alert the Revenue
Manager that the strategy has been overridden.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 57 -
Selling Wholesale Rates
One can search for Wholesale rates using the search by rate type method as just explained in the previous section,
but in order to sell a Wholesaler Rate, an additional element is required.

Each wholesaler which has negotiated rates with Marriott must apply for Wholesaler ID Number. This ID number then
becomes linked to their specific rate, meaning only that the Wholesaler may book the rate.

Search for a wholesaler rate using the Sell by Rate type as outlined on the previous page

0nn/01sep/w

PAROU - CY PARIS OUEST 1 ROOM SUNDAY 1 SEPTEMBER 1 NIGHT

RATE TYPE - WHOLESALER
SELECT RATE TO VERIFY AVAILABILITY RATES QUOTED IN EUR - EURO
1-BAGV (GENR) BA HOLIDAYS ROOM ONLY - 135.15 135.15
(Q)(F)
Ba Holidays Room Only, see Rate Rules
Guest room, 1 King or 2 Twin/Single Bed(s)
2-BAGW (GENR) BA HOLIDAYS ROOM ONLY - 118.15 118.15
(Q)(F)
Ba Holidays Room Only, see Rate Rules
Guest room, 1 King or 2 Twin/Single Bed(s)
3-BDMR (GENR) BA HOLIDAYS DYN PKG - 119.25 119.25
(Q)(F)
Ba Holidays Dyn Pkg, Book, change, or cancel only by BA Holidays
Guest room, 1 King or 2 Twin/Single Bed(s)

However, in order to use any Wholesaler Rates listed within a Sell Line, you must first input the Wholesaler ID
Number into the MARSHA screen using the Retrieve Client File function.
Retrieve a Wholesale ID Number as follows:

-P’N##### <enter>

Once the Client File displays on the screen, the sell line for the wholesaler reservation may be entered.

Wholesale ID Numbers are not listed within an index in MARSHA. Valid wholesaler numbers can be found on the
Marriott Wholesaler Admin site at marriottwholesalers.com/admin

** Note! A wholesaler number cannot be added to a reservation once it has been ended, and a confirmation number
returned. Like a travel agency IATA number, wholesaler N numbers can only be added at the time of booking. This
also means that walk ins should never be done under a 26 rate code, as they will not upload to MARSHA

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 58 -
Multiple room reservations

It is possible to make a multiple room reservation using the same sell line. This sell line will create a
reservation for two guest rooms, which will split as it is PA’d to the PMS system into two identical
reservation. This may be useful when making several rooms for the same guest when they want all details
to be the same.

0nn#/ddmmm# <enter>

For example:

0nn2/01nov3 = 2 rooms arriving on 1st November x 3 nights.

To enter requests for multiple room reservations type

0GR/#XX/XX/XX/XX/XX/XX
0GR/#XX-#XX-#XX-#XX-#XX-#XX

WHERE:
/# = (optional) number of special requests (default is 1)
/XX = special request code(s) (1-12)
- = (optional) multiple room separator(s) (5 max)

For example:

0GR/2K1/N3 - two rooms King Size, Non Smoking

0GR/K1/N3-T8/N3 - one room King Size, Non Smoking plus 1 room Twin Bed, Non Smoking

Selling Day Use Rooms

Day use rooms are generally sold for use between approximately 0900hrs and 1700hrs, and then
potentially cleaned and resold to other customers. As MARSHA does not permit a zero night sell line using
the 0nn command, there is an option to reserve a day use room for zero nights using the No Record
function.

Note however that if one opts to utilise this function, the room will not be removed from inventory, and thus
a guest may need to wait until after the room is cleaned before being able to check into the hotel. Thus the
NR command should be used with caution, especially during high occupancy periods.

To sell a day use room from the complimentary Mini Hotel block (or other Mini Hotel block) use the
following sell line:

0*CMPNR1CMPA24OCT/0

To sell a day use room for a transient guest, use the use day use rate offer codes or other transient rate code:

0NR/24OCT0/PRGM/12000

Always add the expected arrival time using the SARRV function:

SARRV/NN10900/15DEC

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 59 -
 Rate Change (or Contiguous Stay)
So far in each of the examples, there have not been any rate changes as the examples have only been
using one night sell lines. Before proceeding to make a reservation with a rate change, there are some
important points to cover.

Contiguous Stay

A reservation with a Rate Change is also known as a Contiguous Stay.

The word contiguous literally means neighbouring, adjacent, bordering, side, nearby and closest. When
applied to the rate changes, it means the first rate is contiguous to the second rate and to the third and so
on.

Section one of MARSHA training contained information about reading and understanding a reservation
screen. In the example below:

Segment 1 – sell segment

Segment 2 – special requests/preferences
Segment 3 – guarantee segment

1.1MCGUINNESS/SALLY/MRS

1 LONMR LONDON GREENWICH HS 1 JSTE REGE SAT 1JUN15 2NTS MON 3JUN15
TP- RATES QUOTED IN GBP - GB POUND 409.00 409.00
MKT-10REGE

2 1 ROOM-YES GUARANTEED/1 King Bed (K1)

Repeat Guest (J2)
IF AVAILABLE/High Floor Room (H1)

3 ARVL/GTD/VS*7018/1219

The Sell Line is always the first Segment of the first night stay, and the first Segment of any subsequent
rate changes.

The Guest Preferences and Method of Guarantee must follow the Sell Line, and work in conjunction with
the sell line; however they can fall in any order.

Why is there a Rate Change in a reservation?

When a reservation stays more than one night, it is very possible that there may be a rate change.

This may be because the guest is staying on a weekday corporate rate, and then changing to the weekend
leisure rate. Perhaps the rate they booked has seasons and although they will still be on the same rate
program all the way through, the cost of the rate changes on a particular night. There are many reasons
why a rate may be changing, and therefore why the reservation may be a ‘contiguous stay’.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 60 -
Why is a Contiguous Stay different to a reservation with only one rate?

The important thing to remember is that for each rate Sell Line Segment, the Guest Preferences and
Method of Guarantee must be attached.

MARSHA treats a Rate Change as an ‘Arrival’ of the NEW Rate and a ‘Departure’ of the OLD rate.

If the Guest Preferences of a King Bed is attached to the first rate, and then not to the rate changes within
the reservation, it will mean that the guest does not have the King Bed guaranteed for the entire length of
stay and as a result, the king bed may be sold to someone else. As a result it is possible that someone
somewhere is not going to get their guaranteed bed type. (Remember! There are special rules associated
with guarantees and certain Marriott Bonvoy members; refer to the Marriott Bonvoy training for this
information)

The same applies to the Method of Guarantee. As each rate may have very different booking rules ensure
that the correct Guarantee method is applied according to the Rate chosen.

How does a contiguous stay appear in MARSHA?

Before learning how to create a Reservation with a rate change, review the segments below.

Segment 1 – sell segment

Segment 2 – special requests/preferences
Segment 3 – guarantee segment

Segment 4 – sell segment

Segment 5 – special requests/preferences
Segment 6 – guarantee segment

1.1MCGUINNESS/SALLY/MRS
1 LONMF LONDON GREENWICH HS 1 JSTE REGE SAT 1JUN15 2NTS MON 3JUN13
TP- RATES QUOTED IN GBP - GB POUND 409.00 409.00
MKT-10REGE
2 1 ROOM-YES GUARANTEED/1 King Bed (K1)
Repeat Guest (J2)
IF AVAILABLE/High Floor Room (H1)
3 ARVL/GTD/VS*7018/1219
4 LONMF LONDON GREENWICH HS 1 JSTE REGE MON 3JUN15 1NT TUE 4JUN13
TP- RATES QUOTED IN GBP - GB POUND 425.00 425.00
MKT-10REGE
5 ARVL/GTD/VS*7018/1219
6 1 ROOM-YES GUARANTEED/1 King Bed (K1)
Repeat Guest (J2)
IF AVAILABLE/High Floor Room (H1)

- 61 -
Creating a Contiguous Stay
As discussed earlier, a Rate Change on a reservation may occur due to a variety of reasons.

As a Reservation Agent, it would be impossible to remember all of the different rules, seasons and
availability of rates which are offered via MARSHA. In addition, rates, inventory, and pricing strategy
change frequently throughout the day. Using what is called a ‘Trigger’, MARSHA looks for rules and
reasons to ensure that what is quoted is the correct rate at all times.

The word ‘Trigger’ literally means to activate, set off, produce, initiate or generate. So the system can be
managed and programmed to generate or activate certain rates when used together with different lengths
of stay, arrival dates or even rate type. Rates are created with rules which determine if they are not
available to be sold on certain days, or that a guest must choose them for a minimum of two nights stay, for
instance. A sell strategy may be created around those rules so that rates switch from weekday to weekend
rates correctly.

This is all enabled through the set-up and structure of MARSHA. As long as MARSHA is set-up correctly,
the system will offer the right rate for the right dates and length of stay!

Self-Paced Study: As each hotel is set up differently, the dates in the examples may not trigger a rate
change. Consider possible scenarios that would trigger a rate change at your property. For example:
weekday to weekend ie a Wednesday for four nights.

HINT: Pay attention to and read the entire screen; there may be useful information and/or directions on the
screen

- 62 -
Depending on the hotel sell strategy and rate strategy, rate changes may appear differently on the sell
menu screen. In the first example, there is an alert that the rate will change, and the first rate change will
appear (if there is more than one rate change, only the first will be listed)

GLAPP DATE/TIME: 26SEP 20:54 YOUR DATE/TIME: 26SEP

GLAPP - GLASGOW PINEPLACE 1 ROOM WEDNESDAY 28 SEPTEMBER 2 NIG

FIRST MENU--OFFER ALL RATES RATES QUOTED IN GBP - GB POUND

1-RMOC (GENR) REWARDS MEMBER RETAIL - 117.00 117.00
(Q) *RATE CHG 29SEP 97.00 97.00
Marriott Rewards Member Rate
Deluxe Room, Guest room, 1 King or 2 Twin/Single Bed(s)
2-REGA (GENR) REGULAR RATE - 119.00 119.00
*RATE CHG 29SEP 99.00 99.00
Regular Rate
Deluxe Room, Guest room, 1 King or 2 Twin/Single Bed(s)
NEXT (0MD) ; NEXT ALT. (0NA) ; ALT LIST (0NA/) ; ROOM DESC (0RM#) ;
DINNER PACKAGE MENU (0S1) ; PARKING PACKAGE MENU (0S2)
In the next example, the rate change is indicated at the top of the screen, but does not indicate when the rate will
change, or the new rate.

YVRCK – VANCOUVER CREEKSIDE 1 ROOM THURSDAY 23 MAY 3 NIGHTS

SELL STRATEGY CHANGE, BOOK BEGINNING 23MAY FROM THIS MENU
FIRST MENU--OFFER ALL RATES RATES QUOTED IN CAD - CA DOLLAR
1-BAVA (GENR) BEST AVAILABLE RATE - 279.00 279.00

Best Available rate

Guest room, 1 King or 2 Double, City view
2-BAVB (WATR) BEST AVAILABLE RATE - 319.00 319.00

Best Available rate

Guest room, 1 King or 2 Double, Harbour view
NEXT (0MD) ; NEXT ALT. (0NA) ; ALT LIST (0NA/) ; ROOM DESC (0RM#)

The message at the top of the screen is alerting you to the fact that at some point in this stay, the rate will change. It
does not tell you when the rate will change, only that it will change. Individual Rates may have distinct rules which
would mean the rate may change on different days, so we can not list the date the rate will change on the first screen.
We must select a Rate and room type.

Select desired rate and view the resulting alert message:

1 YVRCK VANCOUVER CREEKSIDE HS 1 GENR BAVA THU 23MAY13 1NT FRI 24MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 279.00 279.00
MKT-12BAVA
** PARTIAL SELL ONLY **
ENTER 0SR TO SELL REMAINING NIGHTS OR
ENTER 0NQ TO CANCEL AND VIEW NEXT QUOTE OR
ENTER 0MD TO VIEW NEXT QUOTE
VIEW PACKAGES MENU (0S1)

The alert indicates that this is only a partial sell, and that only one of the requested three nights has been sold. To sell
the remaining nights, enter
0SR

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 63 -
If there is more than one rate available for the remaining nights the sell strategy menu will display the various options

YVRCK VANCOUVER CREEKSIDE 1 ROOM THURSDAY 23 MAY 3 NIGHTS

FIRST MENU--OFFER ALL RATES RATES QUOTED IN CAD - CA DOLLAR

1-LRTA (GENR) LEISURE RATE - 239.00 239.00

Leisure rate
Guest room, 1 King or 2 Double, City view
2-YBKC (GENR) STAY FOR BREAKFAST - 259.00 259.00
(F)
Stay for Breakfast rate, includes see Rate Rules
Guest room, 1 King or 2 Double, City view
FACTS (0RF#) ; NEXT (0MD) ; NEXT ALT. (0NA) ; ALT LIST (0NA/) ;
ROOM DESC (0RM#) ; PACKAGES MENU (0S1)

Note! If there is only one suitable rate available, the system will automatically select that rate

Reminder: if any rates will have a further rate change it is not listed on this screen, first select the desired rate and
room type.

Select the rate for this example and once selected, re-organise /re-fresh the screen and to view all of the selected
rates on the screen.

NO NAMES
1 YVRCK VANCOUVER CREEKSIDE HS 1 GENR BAVA THU 23MAY13 1NT FRI 24MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 279.00 279.00
MKT-12BAVA
2 YVRCK VANCOUVER CREEKSIDE HS 1 GENR LRTA FRI 24MAY13 2NTS SUN 26MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-20LRTA

Proceed with the remaining steps to complete the reservation.

Reminder: each sell segment must have a guarantee segment and a preference/special request segment. If there are
three sell segments, there must be three guarantee segments, and three preference/special request segments.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 64 -
If any of the segments are missing, or out of sequence, the error message NO ACTV ACCOM will display, and the
reservation cannot be completed. This is a common error. An example of a reservation with segment out of sequence
is shown below:

NO NAMES
1 YVRCK VANCOUVER CREEKSIDE HS 1 GENR LRTA SAT 25MAY15 1NT SUN 26MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-20LRTA
2 1 ROOM-YES GUARANTEED/1 King Bed (K1)
Repeat Guest (J2)
3 YVRCK VANCOUVER CREEKSIDE HS 1 GENR BAVA SUN 26MAY15 2NTS TUE 28MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-12BAVA
4 1 ROOM-NOT AVAILABLE/1 King Bed (K1)
Repeat Guest (J2)
5 ARVL/GTD/VS*7018/1219
6 ARVL/GTD/VS*7018/1219

The Guarantee Method segment and the Guest Preference segment must be ‘attached’ to the correct sell segment so
that the segments appear in the correct sequence. In order to do this, a new command is required to insert segments
into the appropriate location.

/# <enter>

Where # = the Segment Number to be followed

To insert the Guarantee Method underneath Segment 1;

/1 <enter>

After pressing <enter>, the following message will display:

NEXT FOLLOWS 1

Anything which is typed at this point will follow Segment number 1. In effect, a space has been inserted underneath
Segment 1, into which new information can be entered. Insert the Guarantee Method as usual.

Use the Test Visa card VS 4444 …

Without entering ‘R (to refresh the screen) insert the Guest Preferences

Once both commands have been entered and attached to the first segment, refresh (‘r) the screen to view the newly
inserted segments which should appear be in the correct location, and should appear similar to the display below

NO NAMES
1 YVRCK VANCOUVER CREEKSIDE HS 1 GENR LRTA SAT 25MAY15 1NT SUN 26MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-20LRTA
2 ARVL/GTD/VS*7018/1219
3 1 ROOM-YES GUARANTEED/1 King Bed (K1)
Repeat Guest (J2)
4 YVRCK VANCOUVER CREEKSIDE HS 1 GENR BAVA SUN 26MAY15 2NTS TUE 28MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-12BAVA

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 65 -
At this point there is one complete set of segments. Remember, each Sell Line Segment must have a Method of
Guarantee and Guest Preferences segments. They must be entered again. As one is simply adding the next two
segments which will follow below Segment #4, or the last Segment on the screen, the insert command is not required.

Add the remaining Segments by using the standard command to add Guarantee Method and Guest preferences
Segment. Refresh the screen, and it should appear similar to the display below.

NO NAMES
1 YVRCK VANCOUVER CREEKSIDE HS 1 GENR LRTA SAT 25MAY15 1NT SUN 26MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-20LRTA
2 ARVL/GTD/VS*7018/1219
3 1 ROOM-YES GUARANTEED/1 King Bed (K1)
Repeat Guest (J2)
4 YVRCK VANCOUVER CREEKSIDE HS 1 GENR BAVA SUN 26MAY15 2NTS TUE 28MAY13
TP- RATES QUOTED IN CAD - CA DOLLAR 239.00 239.00
MKT-12BAVA
5 1 ROOM-NOT AVAILABLE/1 King Bed (K1)
Repeat Guest (J2)
6 ARVL/GTD/VS*7018/1219

End the reservation as usual, completing all of the required steps.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 66 -
Selling from Group Blocks (Mini-Hotels)
(Those users who are using this guide as self study may only be able to practice the following examples if there is a
Group Block already created in MARSHA, or a sample mini hotel that may be used as practice)

Many group reservations will be submitted via a Group Rooming list which the Group Coordinator/Event Manager/
Property Coordinator will most likely input into MARSHA using the e-tools web-based application.

However, some Group Reservations are contracted so that the attendees may call directly and make their own
reservations, instead of one person collecting all of their information and requirements and submitting it via a rooming
list. Selling from groups is slightly different to selling transient reservations.

A group block is referred to a as a Mini Hotel; in Opera it is called a Business Block. The block is identified by a 3
letter block code or Mini Hotel Code (MHC)

The sell-line for Groups is the main point which is different to a transient sale.

Group Sell line as follows:

0*mhcnn#prgmddmmm/#

Understanding a group sell line

0*MHC NN# PRGM DDMMM /#

Mini Hotel Code Number of Rooms needed Rate Program Arrival date number of
nights

The sell line always consists of this format; one just needs to know the MHC and the applicable rate program.

Therefore, one must be familiar with how to locate Groups within MARSHA and make reservations from them. To
locate a MHC in MARSHA type the following command to display the index of groups over a particular date:

Display Index of all mini hotels over a particular date

DI/DDMMM <enter> = Where ddmmm is the arrival date (to search for your own hotel)

DIHHHHH/DDMMM <enter> = Where HHHHH is the Hotel’s 5-letter MARSHA code (to search for another hotel)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 67 -
DI – Display Mini-Hotel Index
This screen displays a summary of all Mini-Hotels which exist in MARSHA for the requested date.

The DI screen lists the Mini-Hotel Name, the code, type of Mini-Hotel, and start and end date of the group.

Group name Indicators

DIHOTJW
HOTJW JW MARRIOTT HOTEL CONV/GRP 21OCT16-27OCT16
COMPLIMENTARY ROOMS *CMP HECV 12AUG16 FRI-12OCT16 SAT HOTJW
HOUSE USE ROOMS *HOU HECV 12AUG16 FRI-12OCT16 SAT HOTJW
ORMCO *ORM H CRP 14OCT16 SUN-24OCT16 WED HOTJW
FRENCH CONNECTION *FCC CVP 23OCT16 TUE-03NOV16 SAT HOTJW
TFWA WORLD EXHIBITIO *TAX H CVP 17OCT16 WED-29OCT16 MON HOTJW

Mini-Hotel code Arrival/Departure date/day

Indicators:

H = Housing restricted, sellable only by hotel or controlling office

E = Extended, ending date extends with each new week of inventory
C = Convention/group type or contract
V = Viewable by all users
P = Send pre-arrival email for Mini-Hotel GNRs on request
S = Suppress display of GNR rate amount on email confirmation
G = Group inventory auto-release function activated
Q = QuickGroup Mini-Hotel
Y = Passkey managed Mini-Hotel
K = QuickGroup and Passkey managed Mini-Hotel

No ‘H’ means the group is non-housing protected, which means guests may call individually to make
reservations and other reservation centres can make reservations for the Mini-Hotel, or guests can book
online via the hotel website.

No ‘P’ means that the group pre-arrival email has been switched off, so if a pre-arrival email confirmation
is requested it will not be transmitted to the guest.

It is best practice to create Mini-Hotels to be active three days before the event arrives, and contine until
three days after the event finishes. These additional dates are referred to as ‘shoulder dates’ or ‘buffer
dates’.

These additional dates are not communicated to the group contact, nor are rooms authorised on the
‘shoulder dates’. The shoulder dates simply make it easier should any guest arrive early or extend their
stay, and avoid any systems issues which may result from such a situation. If shoulder dates are not
included, one would have to change the entire group structure to accommodate these additional guests.
By adding shoulder dates at the time of booking, one minimises the additional work required to deal with
extensions, as well as eliminates the systems issues which may result.

- 68 -
Viewing Mini-Hotel Rates

VIR/MHC/ddmmm <enter>

This command displays rates by rate program for the date requested. It also displays the market code and the
rate description. If the group was marked as commissionable, the IATA or group intermediary ID will display
across the top of the screen.

This screen is useful as it provides a variety of information on one screen.

VIR/ANT/30OCT
31OCT 16:54
HOTJW 30OCT17 *ANT* MARK ANTHONY QUOTED IN USD - US DOLLAR ROOM
PRGM ------- DESCRIPTION ------ --------- RATES --------- COM MKT CODE POOL
ANTC ELEV 245.00 245.00 ANT3I ELEV
ANTA GENR 200.00 200.00 ANTAI GENR
ANTE OFEX 345.00 345.00 ANTEI OFEX
ANTD OFST 345.00 345.00 ANTDI OFST
ANTB PDLX 200.00 200.00 ANTBI PDLX
ANTF PRES 800.00 800.00 ANTFI PRES
PPMS 0.00 0.00 GENR

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 69 -
Viewing a Mini-Hotel Facts Page
A Mini-Hotel facts page is similar to the general hotel facts page but it is attached specifically to the
group, and contains information relating to the group itself. Like the hotel general facts page, the MHC
facts page is free form text, so the person managing the groups may customise the facts page. Ideally
each group should always have a basic facts page which should contain information about the rates, rate
program, room pool, event dates, event contacts, and method of payment.

There are two ways to view the Mini-Hotel facts page.

VIF/MHC/ddmmm

Where:

MHC = Mini-Hotel code

ddmmm = group arrival date

VIF/TES/01DEC

The first screen displayed refers to the general hotel facts page including information about taxes, extra
person fees and local currency. Move down (MD) to view the Mini-Hotel facts page, as illustrated by the
example below:

KEYWORD(S): CRC CONFERENCE

01. CRC CONFERENCE - FERREYROS

02. FERA GENR USD210 PLUS TAX SGL OCC
03. USD230 PLUS TAX DBL OCC
04. **BREAKFAST AND INTERNET ARE INCLUDED IN THE RATES**
05. FORM OF BOOKING IND/CALL
06. COMMISIONABLE NO
07. CXL POLICY 30 DAYS
08. CUT-OFF DATE 17 SEP
09. METHOD OF PAYMENT EPO
10. CONTACT NAME INES ARANDA
11. TELEPHONE 511 6264211
12. EVENT MANAGER RUDY MENDIOLA

There is a short cut to view the Mini-Hotel facts page from the DI screen.

In the DI screen, use the arrow keys to move the cursor up to the space on the left-hand side of the name
of the desired group. From exactly this point, type over the first character of the name with VIF’ and then
press <enter> to view the facts page instead of using the longer command.

DIHOTJW/5NOV
HOTJW JW MARRIOTT HOTEL CONV/GRP 04NOV16-10NOV16
COMPLIMENTARY ROOMS *CMP HECV 12AUG16 FRI-12OCT16 SAT HOTJW
HOUSE USE ROOMS *HOU HECV 12AUG16 FRI-12OCT16 SAT HOTJW
AERE *ERE CVP 10NOV16 SAT-19NOV16 MON HOTJW
VIF' DI MODA EARLY *EAR H CVP 02NOV16 FRI-11NOV16 SUN HOTJW

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 70 -
Making a Reservation From a Mini-Hotel
The basic elements of a group reservation are very similar to a transient reservation. The key difference is the
sell-line for groups, which has a unique format.

0*MHCnn#prgmddmmm/#

Elements of the Mini-Hotel Sell Line

0*MHC NN# PRGM DDMMM /#

Mini-Hotel Code Number of Rooms needed Rate Program Arrival date number of nights

The sell line always follows this format for Mini-Hotels. If the rate program is not known, one can enter

0*MHCnn1roomddmmm/#

By using the term ‘room’ instead of entering the rate program, MARSHA will display the Mini-Hotel facts page,
which should indicate the rate programs for the Mini-Hotel.

Up to twenty rooms at one time can be sold on one Mini-Hotel sell line. This is generally used to enter reservations
which are identical and which only require changes to the name for each reservation (i.e. Airline crew, tour groups,
sports teams, etc).

0*ABC NN20 ABCA 05MAY/2

Once the sell line has been entered, proceed as usual with the reservation and complete the eight steps.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 71 -
Modifying a Reservation

Fields and Segments are elements of a reservation. Each reservation must have a minimum of two segments
(sell line and guarantee), with three being the preferred minimum number of segments (sell line and guarantee
and preferences) on a reservation. The number of fields varies on each reservation.

To make changes to a reservation in MARSHA, one must first consider if the element is a field or a segment.

A field may be changed or modified.

A segment must be cancelled and recreated.

Segments must be cancelled and re-applied because they are directly attached to the sell line conditions. In
addition, if the preferences include a bed type or smoking preference (Where applicable), these must be
cancelled and re-entered. This is required to ensure that the preference is still available for the new dates of the
reservation

For example, if the reservation has a king bed guaranteed on 1st November, but the date is changed to 15th
November, the king bed request must be re-entered for the 15th of November to ensure that it is available on that
date.

Fields – use C to change Segments – use X to cancel, then add segment

• Name 1. Sell segment

• Address 2. Guarantee segment
• Phone 3. Special request segment
• From
• IATA number
• Service requests X# to cancel segment, then re-enter new
• Info field/I field segment

CF change, delete From field Example:

CI change, delete Info field X1 to cancel sell segment
CN change, delete Name field
CP change, delete Phone field NEXT REPLACES 1 means that the next entry
CS change, delete Service request field will replace what was cancelled, unless ‘R is
CA change, delete primary Address field entered before the new entry is added.
CB change, delete secondary Address field
Use ‘/’ to insert a segment and to maintain the
Example: sequence of segments
CAC or CAH to change address
CP8007574030C Example:
C2P3013801000F /2 <enter>
Add new segment after segment 2
If there is more than one of the same type of field, use
C#P etc to delete the appropriate field

Example:
C2P to delete the second Phone field

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 72 -
Modifying a Segment Within a Reservation
In order to modify a reservation, first cancel the individual segment that requires a change, and then re-enter the
segment using the new information.

To cancel a segment, use the Cancel command

X# Where # is the segment number you want to cancel

Example: to change Guest Requests (segment 2 in the example below). The guest has requested a change from
a King to a Double Double, Non Smoking

1.1REUTER/STEPHANIE/MRS
1 DUSHF BR DUSSELDORF HAFEN HS 1 GENR REGA THU 23MAY15 1NT FRI 24MAY15
TP- RATES QUOTED IN EUR - EURO 119.00 119.00
MKT-12REGA
2 1 ROOM-YES GUARANTEED/1 King Bed (K1)
3 ARVL/GTD/VS*7018/1218

1. X2 <enter>
2. the following message appears

NEXT REPLACES 2

This indicates that whatever is entered next will be inserted into the space Where the previous information (the
king size bed) was removed.

3. 0GR/D4/N3
4. refresh the screen, and the newly entered segment should appear

1.1REUTER/STEPHANIE/MRS
1 DUSHF BR DUSSELDORF HAFEN HS 1 GENR REGA THU 23MAY15 1NT FRI 24MAY15
TP- RATES QUOTED IN EUR - EURO 119.00 119.00
MKT-12REGA
2 1 ROOM-YES GUARANTEED/2 Double Beds (D4)
YES GUARANTEED/Non-Smoking Room (N3)
3 ARVL/GTD/VS*7018/1218

Once a change has been made to the reservation, a From field is required before the reservation can be Ended

5. From – who is making the change/source of the change

6. End reservation with appropriate END command. EE or E or other

These steps apply to if one is changing an individual segment.

If one is modifying the sell segment, the special requests may need to be re-entered. MARSHA may prompt the
user to do so, as the special request for bed type (and smoking/non-smoking, if applicable) are based on the
original sell dates.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 73 -
Modifying a Field Within a Reservation
To make a change to guest data fields such as name, address, phone etc use C for Change (not X for cancel)

CF change, delete From field

CI change, delete Info field
CN change, delete Name field
CP change, delete Phone field
CS change, delete Service request field
CA change, delete primary Address field
CB change, delete secondary Address field

Example:

CAC Change primary company address; will retrieve the address screen so that it may be modified
CAH Change primary home address; will retrieve the address screen so that it may be modified
CA Delete address

Where:
C = Company (omit to delete address entirely)
H = H (omit to delete address entirely)

If there is more than one of the same type of field, use C#P etc to delete the appropriate field

Example:

C2P to delete the second Phone field

C2N to delete the second Name field

** Remember, Address A is the primary address, and address B is the secondary address. The letter A in the
AH or AC command does not stand for address!

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 74 -
 Cancelling a Reservation
To cancel a reservation, all segments must be cancelled. To modify a reservation, cancel the individual segment
and re-insert it again.

X# One segment
XA All segments (the entire GNR)

Where:

# Segment number
A All segments

There are four steps to cancel a reservation:

1. Retrieve the reservation

2. Cancel all segments
3. Add a From field
4. End the reservation

Practice these commands by cancelling some of the reservations from previous exercises in this reference guide

1.1HAFERLING/SINA/FRAU
1 LONBL BR LONDON BRICKLANE HK 1 GENR REGA SUN 1DEC15 1NT MON 2DEC15
TP-UNAVAIL RATES QUOTED IN GBP - GB POUND 245.00 245.0
MKT-12REGA
2 1 ROOM-YES GUARANTEED/1 Queen Bed (Q2)
3 ARVL/4PM HLD LOCAL HOTEL TIME
Rates include taxes but exclude fee amounts below (based on single occupancy):
0.000pc/r 0.000pc/p 0.00/r/n 0.00/p/n 0.00/r/s 0.00/p/s
CNFO-82267112

To cancel a reservation entirely, complete the following steps:

1. XA <enter>
2. From (who advised to cancel the reservation)
3. End reservation E or EE or appropriate ending

The cancelled reservation will appear as follows:

1. 1HAFERLING/SINA/FRAU
CNFO-82267112 CNCL-57732888
NCID-812472617 - RZR
RITZ-CARLTON REPEAT
POINTS
PHON-49176452784144H
ADRA-H/FRAU SINA HAFERLING,HILDESHEIMERSTRASSE 18B,31162 BAD MEMFURTH,GERM
*/DE
FROM-05643S

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 75 -
Appendix

General support enquiries

There are numerous sources for accessing information (both technical and procedural). The MARSHA Help
Desk should not be used as the primary resource but rather to address functionality issues, etc

E-Mail: MARSHA Help Desk [email protected]

I-message to QEM/RORHQ
Hong Kong
Phone: + 1 (852) 2192-6081
Hours: 8:30 to 17:30; Monday-Friday; closed on holidays
London
Phone: 011-44-207-012-7838
Hours: 9 a.m. to 5:30 p.m.; Monday-Friday; closed on holidays
Maryland, USA
Phone: +1 (240) 632-6000 (Ext. 66000 for HQ).
Hours: 8 a.m. to 6 p.m. EST; Monday-Friday; closed on holidays

MARSHA Reservations Documents on MGS: Access documents on a variety of MARSHA specific and
related topics, including OXI balancing. Located under Sales and Marketing tab
https://extranet.marriott.com/mgs/common/sales-mktg-and-rev-mgmt/global-reservation-sales-customer-
care/training/grscc-intl-reservation-sales-training-html.html

Technology Service Desk - ServiceNow (SNOW) portal: MGS Search term: ServiceNow
Use the Service Now Portal to open non-critical incident tickets. Check out the ServiceNow (SNOW) Portal for
Desktop Support or Application Support issues. There is also job aids and articles available for many topics.

Group Housing Solutions: Follow link to the Group Housing Solutions support page, which includes an
interactive training to create a mini hotel, recorded webinars, and detailed PDF documents for each area of
GHS https://extranet.marriott.com/etools/help.mi

In addition to the above areas on Marriott Global Source, there are several other online resources outlined in
this appendix

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 76 -
The Eight Steps to a Basic Reservation

Entry Detail
Sell segment 0NN/20nov2 (from sell strategy)
Room pool quote: 0/1 to select room pool
0RP/L to return to room pool list
0RP/DLUX to view DLUX pool rates

Menu quote: 0/1 to select rate program

0NN/20nov2/MRYA (direct sell)

0*mhcNN1mhca07dec/2 (group sell)
0*mhcNN1room07dec/2 (group sell, rate program not known)
Marriott Bonvoy profile -G’#########
(optional step) -G’last/first*Zxx (by country code, non-US)
-G’last/first*z99999 (by zip code, US)
Name N1last/first/title
N2smith/john/mrmrs
N1first/guest/title n1second/guest/title (two guests sharing)
Guarantee segment 0GC/VS4444333322221111/1225 (guarantee to credit card)
0CD/VS4444333322221111/1225 (credit card deposit)
0GA/PR (guarantee to property)
0GA/CO (guarantee to company)
0GA/WH (guarantee to wholesaler)
0GA/TA (guarantee to travel agent)
0A (not guaranteed; 4pm/6pm hold)
Special requests 0GR/N3/K1/H2
(optional step) VIG (to view all special request codes)
VIG/PILLOW (to search for a special request code)
Address AH/US
AC/Japan
Enter address, save, and then ESC to clear screen
Phone/email P1234568900H (home phone, or C, F, M, N)
PN (no phone – can only be used if email address exists)
[email protected] (email address)
LCDE (change email language from default: FR, DE, ES, ZH, JA,
PT, RU, KO, RU, IT, AR, TW )
From Fself (from the guest)
Fcontactname
Ftravel agent
End reservation E (end)
EE (end, send email)
EA (end, copy all for next reservation)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 77 -
 Wholesaler Reservation

Entry Detail
Locate rate code VIR/ddmmm/W

Enter wholesaler number -P’N12345

Sell segment 0NN/20nov2/W (to search for rate code)
0NN/20nov2/JTBA (direct sell with rate code)
0NN/20nov2/JTBA/8900 (direct sell with rate override)

Name N1last/first/title
N2smith/john/mrmrs
N1first/guest/title n1second/guest/title (two guests sharing)

Special requests 0GR/D7/D9/S4/D1/W9/K1

VIG (to view all special request codes)
VIG/PILLOW (to search for a special request code)

Guarantee segment 0GA/WH (guarantee to wholesaler)

0GA/VO (guarantee to voucher)
0A (not guaranteed; 4pm/6pm hold)

Information field SPKGE/nn1rate includes buffet breakfast etc

I rate includes breakfast
End E
EE (to end and send an email confirmation)
EA (to end, copy all)
EAE (to end, copy all, and send an email confirmation)

Reservation shortcuts (used ‘S (display last sell line)

when entering multiple ‘G (display last guarantee line)
reservations from same ‘P (display last preference)
wholesaler) ‘E (display last email language)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 78 -
 Booking.com Reservation

Entry Detail
Locate rate code VIR/ddmmm/R

Enter booking.com IATA -T’96198863

Sell segment 0NN/20nov2/W (to search for rate code)
0NN/20nov2/KXPK (direct sell with rate code)

Name N1last/first/title
N2smith/john/mrmrs
N1first/guest/title n1second/guest/title (two guests sharing)

Address AH/US
AC/Japan
Enter address, save, and then ESC to clear screen

Phone P1234568900H (home phone, or C, F, M, N)

PN (no phone – can only be used if valid email exists)
[email protected]
Special requests 0GR/N3/K1/H2
VIG (to view all special request codes)
VIG/PILLOW (to search for a special request code)

Information field SPKGE/nn1external confirmation number 23487872

or
I external confirmation number 23432424
Guarantee segment 0GC/VS4444333322221111/1225 (guarantee to credit card)
0CD/VS4444333322221111/1225 (credit card deposit)
0A (not guaranteed; 4pm/6pm hold)

From Fbooking.com

End E
EA (to end, copy all)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 79 -
 Complimentary Reservation

Entry Detail
Sell segment 0*CMPfs1CMPA02nov/3 (by rate code)
0*CMPfs1ROOM02nov/3 (to view facts page and rate codes)

Marriott Bonvoy profile -G’#########

-G’last/first*Zxx (by country code, non-US)
-G’last/first*z99999 (by zip code, US)

Name N1last/first/title
N2smith/john/mrmrs
N1first/guest/title n1second/guest/title (two guests sharing)

Address AH/US
AC/Japan
Enter address, save, and then ESC to clear screen

Phone/email P1234568900H (home phone, or C, F, M, N)

PN (no phone – can only be used if email address exists)
[email protected] (email address)
LCDE (change email language from default: FR, DE, ES, ZH, JA, PT,
RU, KO, RU, IT, AR, TW)

Special requests 0GR/C7/N3/K1/H2

VIG (to view all special request codes)
VIG/PILLOW (to search for a special request code)

Complimentary reason SPKGE/nn1per General Manager

I per General Manager
SCOMP/NN1 4C (for hotels using reason codes)

Guarantee segment 0GC/VS4444333322221111/1225 (guarantee to credit card)

0CD/VS4444333322221111/1225 (credit card deposit)
0GA/PR (guarantee to property)
0GA/CO (guarantee to company)
0A (not guaranteed; 4pm/6pm hold)

From Fguest or Fself (from the guest)

Fcontact name
Ftravel agent

End E
EE (to end and send an email confirmation)
EA (to end, copy all)
EAE (to end, copy all, and send an email confirmation)

Wash or balance block VMXU/cmp/SDMMMEDMMM (start date and end date)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 80 -
 Corporate Reservation

Entry Detail
Sell segment VIR/03JAN/b (to find business rate code) -or-
VCC’/company (to find cluster code to use on Marriott.com)
0NN/20nov2/IBMA (direct sell)
Marriott Bonvoy profile -G’#########
-G’last/first*Zxx (by country code, non-US)
-G’last/first*z99999 (by zip code, US)

Name N1last/first/title
N2smith/john/mrmrs
N1first/guest/title n1second/guest/title (two guests sharing)

Address AH/US
AC/Japan
Enter address, save, and then ESC to clear screen

Phone/email P1234568900H (home phone, or C, F, M, N)

PN (no phone – can only be used if email address exists)
[email protected] (email address)
LCDE (change email language from default: FR, DE, ES, ZH, JA,
PT, RU, KO, RU, IT, AR, TW )

Special requests 0GR/N3/K1/H2

VIG (to view all special request codes)
VIG/PILLOW (to search for a special request code)

Guarantee segment 0GC/VS4444333322221111/1225 (guarantee to credit card)

0CD/VS4444333322221111/1225 (credit card deposit)
0GA/PR (guarantee to property)
0GA/CO (guarantee to company)
0GA/WH (guarantee to wholesaler)
0GA/TA (guarantee to travel agent)
0A (not guaranteed; 4pm/6pm hold)

From Fguest or Fself (from the guest)

Fcontactname
Ftravel agent

End E
EE (to end and send an email confirmation)
EA (to end, copy all)
EAE (to end, copy all, and send an email confirmation)

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 81 -
Reservation Short Cuts
When entering multiple reservations, short cut commands can simplify the process by displaying the
previously entered information.

‘S <enter> Display the last Sell line entered

‘G <enter> Display the last Guarantee method entered

‘P <enter> Display the last Guest Preferences/requests entered

‘E <enter> Display the last email Language preference

‘T <enter> Display the last Travel Agent profile used

‘C <enter> Display last Marriott Bonvoy profile used

‘H <enter> View history of a reservation

‘B <enter> View rate rules such as cancellation policy

To imprint the information onto the next reservation, use the arrow keys to move the cursor up to the
0 in front of the entry, and retype the 0 to activate the command. Note that this feature will only
retrieve information from the current session i.e. only from the last time the user logged into
MARSHA.

In addition, ‘G will only display the credit card information if the EA (copy) function was used, and will
only retain guarantee information for a short amount of time.

Reservation add-on example using reservation shortcuts:

• Complete primary reservation with EAE<enter>

• ‘S to recall previously entered sell line, re-type 0 on command line
• ‘G to recall previously entered guarantee, re-type 0 on command line
• ‘P to recall previously entered preferences, re-type 0 on command line
• Add Name to new reservation
• End reservation

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

MARSHA Reservation Reference Guide v August 2019 - 82 -