September 8, 2014 Owner & Franchise Communications, Mobile-Digital

Mobile Guest Services Expanding to Select Service & Extended Stay Hotels

Marriott boasts the industry’s largest Mobile Services offering, and we are continuing to rapidly expand our Mobile Guest Services program to reach nearly our entire portfolio of hotels by year-end.
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LAUNCHING 3,000 HOTELS IN ONE DAY!
In August, a group of 166 early adopter Select Service & Extended Stay (SS/ES) hotels successfully launched Mobile Check-In and Check-Out to pave the way for these brands in North America. All remaining SS/ES hotels will go live on December 10.

YOUR CRITICAL ROLE
The Mobile Services team has worked with our early adopter hotels to ensure the program meets the unique cultural and operational needs of our brands, as well as to ensure an effective deployment plan is in place. Now we are relying on the active engagement, partnership, and execution of our management companies to ensure all hotels stay on track to launch in December.
ACTION REQUIRED
A communication detailing activities will be sent later today to your GMs. We need you, as our key management company contacts, to:

Assist in Selecting a Property Coach: Ensure your GMs select an experienced leader who has the ability to influence front office operations to serve as your property’s Mobile Coach.
Monitor Land-It: Confirm properties stay on track with their Land-It task list and are ready to launch in December.
Support Escalations: Support the Mobile Services team in the escalation of key milestones as required.
Drive Awareness: Allocate time during property visits to review the program with your GMs.
Promote Rewards: Ensure properties have plans in place to promote the many benefits of Marriott Rewards membership.
Strengthen Pre-Arrival: Focus on implementation of pre-arrival and Elite recognition processes.

NEXT STEPS
Please communicate this message as appropriate to your teams and look for an invitation in the coming weeks to a webinar on October 8, which will provide more details on how to support this top priority for your properties.

Mobile Guest Services are a true differentiator and competitive advantage for Marriott, and we are relying on your leadership and frontline staff to pull through these new digital services at your hotels. Thank you for your support as we welcome our guests in a new way and lead the mobile revolution within our industry.

Please let us know if you have any questions, or email the Mobile Services team at mobileservices@marriott.com.