Global Guest Satisfaction Survey System Compliance
Franchisees | Marriott is committed to ensuring that guest expectations are consistently met across our global portfolio of brands. A key process for managing quality assurance is the Guest Satisfaction Survey (“GSS”) system, and the integrity of the GSS system is based upon the ability to survey a representative sample of guests for each hotel. As we continue to evolve the global Quality Assurance Program, we want to ensure you and your teams are aware of the GSS No Solicitation and No Address Manipulation policies.
No Solicitation Policy
In order to maintain brand integrity, hotels should not alter the process by persuading or coercing the guest to score a certain way or offer enticements to gain participation. The objective of the system is for guests of the hotel to provide evaluations of their hotel experiences based on their willingness to participate without outside influences.
No Address Manipulation
Full compliance with the GSS program is mandatory for all Marriott-managed and franchised hotels globally. Purposely excluding guest data from the GSS sampling population or modifying guest data in any way without the guest’s explicit authorization is expressly prohibited under the GSS program. Detection systems monitor the performance of the GSS system and flag instances where we believe such actions may be occurring. Investigations are initiated as needed.
In the event these policies are violated, Marriott may take action to the extent permitted by the applicable agreement and law, up to and including, termination of the Franchise Agreement for franchised hotels.
Additional details, including a memo from Brandon Linton, Vice President, Global Quality, will be shared with hotels via the October 19 Weekly Update. We appreciate your close attention and adherence to these important policies to ensure the integrity of the GSS program.
