May 2, 2016 Owner & Franchise Communications

Shaping Service Launching to Fairfield Properties June 15

As previously announced, Marriott will be launching the Shaping Service training program by brand over the coming months. Shaping Service is a comprehensive onboarding and service learning program designed to help team members deliver exceptional guest experiences. The program develops knowledge, skills and competency around the following:

Universal service practices (i.e., 15/5 rule)
Brand-specific elements of culture, standards and service

We are excited to announce that this new service training program will soon be launching to Fairfield properties. We developed the Shaping Service program to weave together the content from our existing, separate Orientation, Confident Service and Fairfield 100% Guarantee training programs. In addition to being combined into one program, all content has been updated to align with our updated target customer and brand positioning.

We have also incorporated modern, adult learning techniques (i.e., video, bite-sized modules and partner activities) that our test properties have told us makes the learning more engaging and increases the likelihood that the appropriate service behaviors will be demonstrated.

WHO WILL TAKE SHAPING SERVICE?

All new associates will be required to take this training. The training time is not incremental and will take approximately the same amount of time to complete for new hires as our previous training programs. Existing associates who have completed Confident Service and Fairfield 100% Guarantee training will be required to go through portions of the new training. This will ensure every Fairfield team member in every hotel is laser focused on delivering the best service and creating Raving Fairfield Fans.

HOW WILL THE TRAINING BE DELIVERED?

The Shaping Service program will be available through myLearning, Marriott’s endorsed learning management system. Our landing page on MGS provides program communications, and Marriott’s online social collaboration platform will be used to deliver materials and to facilitate conversations as well as share best practices. For launch purposes, Land-It will be used to monitor preparation and rollout tasks.

WILL I BE CHARGED FOR SHAPING SERVICE?

You and your properties will not be charged for the training. The program development was funded by the Fairfield Promise Fund, a fund designated for the development of programs to drive loyalty and guest satisfaction for Fairfield hotels.

WHAT ARE THE KEY DATES?

Fairfield Kick off Webinar	May 4, 2016
Implementation Webinars	May 17 & May 19, 2016
Launch	June 15, 2016
GMs and Partners Complete Training	By July 31, 2016
All Associates Trained	By January 31, 2017

Please ensure that your above-property leaders and general managers are aware of Shaping Service and the upcoming key dates. It is important to note that Shaping Service implementation will be measured on the Brand Standards Audit (BSA) in 2017.

Thank you your support of the launch of Shaping Service. Our test properties have told us that their team members are very energized by the training and motivated to provide the best service possible, and we are excited for you and your teams to experience this, too.