Mobile Requests Deployment Activities for SS/ES Hotels Beginning in October
Select Service & Extended Stay (SS/ES) Franchise Management Companies | The newest feature on the Marriott Mobile App, Mobile Requests and Chat, will launch to SS/ES hotels – including AC Hotels by Marriott, Courtyard, Fairfield, SpringHill Suites, Residence Inn, TownePlace Suites, and MOXY – globally on November 15. Mobile Requests is designed to enhance guests’ travel experiences by giving them the choice to interact with associates on-property through their mobile devices, which allows us to forge a deeper relationship with these guests before they even arrive.
Since Mobile Requests launched to full service hotels in Q4 2015, guests have made over 500K requests, from arranging amenities for special occasions to letting us know their flight was delayed. We have seen positive results among users, with a 2.4-point higher guest satisfaction score for mobile guests versus non-mobile guests.
Your support is critical to the success of mobile guest services and further accelerating Marriott’s brands past the competition. As we prepare to expand this offering to the approximately 3,000 SS/ES hotels worldwide, we would like to ask for your support in ensuring your hotels are taking the steps necessary to prepare.
Earlier this week, hotels received notification, via Weekly Update and their Quarterly Game Plan, prompting them to select a Mobile Requests Coach and to begin their deployment activities in Land-It. The benefits we can realize from Mobile Requests are invaluable, but we must execute flawlessly. Given the importance of this initiative, our OFS account executives will be reaching out to you directly in event any of your hotels do not meet the key milestones outlined their Land-It task lists.
Thank you in advance for your commitment and support of Mobile Requests. As always, we appreciate your partnership. Should you have any questions about the launch of Mobile Requests, please contact mobileservices@marriott.com.
