What is the role of initiative in Marriott's service model?

• A. Focus strictly on personal performance.
• B. Waiting for guests to ask.
• C. Focusing only on assigned tasks.
• D. Proactively identifying guest needs, offering solutions before being asked, and supporting team operations.

Answer: (D)

Initiative in Marriott's service model means taking proactive action to create exceptional guest experiences. It involves spotting likely needs before they’re stated, offering timely solutions, and stepping in to support teammates to keep operations smooth. This proactive, collaborative approach helps guests feel cared for and reduces friction during their stay. Focusing only on personal performance, waiting for guests to ask, or limiting attention to assigned tasks misses opportunities to enhance the guest experience and can disrupt service flow. By acting on behalf of guests and the team, staff anticipate requests, resolve issues quickly, and contribute to a seamless, high-value service.