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O P ERAT IO NS I H OSTI NG REQUI REMENTS

A S S O C I AT E S C R I P T I N G

This section outlines examples of host-scripting language to drive upsell and answers frequently asked
questions by our guests.

H O S T/ D O O R - S A M P L E S C R I P T I N G
SC R I P T I N G FOR: B RING IN EXTR A PEOPLE WITH N O PASSE S
Good (Time of Day) Mr. Smith, I see that you have ____ guests joining you today. You are entitled to a plus one
as a privileged member. There will be an additional cost for your additional guests. Would we be charging your
room? We can bring your bill around for signature.

SC R I P T I N G FOR: O U TS ID E G U EST WOULD LIKE TO GE T ACCE SS


Good (Time of Day). Thank you for your interest in the M Club. This space is exclusively for guests who
purchased an M Club Accessible room and our Premier/Platinum/Gold Elite members who are staying with us.

SC R I P T I N G FOR: I ALWAYS H AD ACCE SS BE FORE / I ALWAYS BROUGHT I N GU ESTS BEFORE


Mr. Jones, I completely understand that you had access in the past, but the M Club is for our Gold and Platinum
Elite members staying with us or a guest who purchases an M Club access room. You’re welcome to enjoy this
benefit by simply upgrading with our Front Desk.

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O P ERAT IO NS I H OSTI NG REQUI REMENTS

A S S O C I AT E S C R I P T I N G

M E A L P E R I O D - W H AT I S . . .
BR E A K FA ST
We offer a full hot breakfast buffet with an assortment of delicious breakfast options, including cage-free
local scrambled eggs, crisp bacon, house-made sausages, oatmeal, cereals, yogurts, freshly baked breads,
pastries, fresh fruit, parfaits, quiches and smoked salmon. Fruit and vegetable juices, specialty coffees and
a selection of herbal teas complement the offering.

A L L- DAY S N AC KS
Any time of the day or night, feel free to drop by for an array of dry roasted nuts, pretzels, chips and
hummus, peanut M&M’s, healthy granola bars, power bars, cookies and whole fruit. There will be coffee,
teas and soft drinks to refresh you in between your meal periods as well.

W H AT A R E A PP ETIZ ERS / H O RS D’OE UVR E S


There will be a varied selection of appetizers, chips, dips, pickled vegetables, house charcuterie & artisanal
cheeses, rotated daily for you to enjoy while away from your room or gathering with colleagues.

W H AT I S G RAB & G O
At the M Club Lounge, there will be selections of small items throughout the day for you to take with you
if you’re in a hurry. Items include whole fruits, yogurt parfaits, bagels, breakfast pastries, protein bars,
snacks, juices, coffee, teas and other seasonal offerings depending on the time of day.

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O P ERAT IO NS I H OSTI NG REQUI REMENTS

A S S O C I AT E S C R I P T I N G

M E A L P E R I O D - W H AT I S . . .
TH E B E V E R AG E P ROG RAM
Enjoy your favorite cappuccino along with any other specialty coffee all day long. Help yourself to the
purest water (flat or sparkling) you’ve ever had. At nighttime, a fully trained bartender will handcraft your
favorite cocktails. You will have access to two selections of draft beers and two selections of our brand-
new wine on tap system, which will allow you to enjoy the same wine quality glass after glass, day after day.

D I N N E R A L A C ARTE M ENU
While you are joining us at M Club Lounge, we will be offering an a la carte menu featuring chef crafted,
seasonal flatbreads, fresh, locally inspired salads, pizzas and sandwiches.

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O P ERAT IO NS I H OSTI NG REQUI REMENTS

A S S O C I AT E S C R I P T I N G

M E A L P E R I O D S E AT I N G D I A L O G U E
BR E A K FA ST
Host/Server Dialogue
Good morning Mr. Jones, welcome to the M Club Lounge, please sit wherever you like. We have a full hot
buffet with house sausages, house pastries, bagels, smoked salmon, yogurt bar, fresh fruit and vegetable
juices, Starbucks Specialty Coffees such as cappuccino, lattes, and some whole fruit. Please help yourself.
Departing Dialogue
Thank you Mr. Jones. I hope we will see you later in the day. We will be starting our evening service where
we will have an a la carte menu plus full bar serving our signature Old Fashioned cocktail.

EVE N I N G
Host/Server Dialogue
Good evening Mr. Jones, welcome to the M Club Lounge, please sit wherever you would like. Tonight we
have some lovely complimentary appetizers, fresh-pickled vegetables, house charcuteries, an artisanal
cheese selection and full bar where we serve our signature handcrafted Old Fashioned cocktail. We also
have an a la carte menu featuring seasonal flatbreads, fresh locally inspired salads, pizzas and sandwiches.
Departing Dialogue
Thank you Mr. Jones. I trust you enjoyed yourself. Just to let you know, you will have access all night if you
feel the need for a little snack or beverage, My colleague Tania will be seeing you in the morning.

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