Upcoming guestVoice Implementation and Global Quality Changes in 2017
As we continue on our journey toward integrating former Starwood-branded hotels into the Marriott International portfolio, we wanted to provide you with an update on upcoming global quality changes and related property activities.
One global quality and guest experience framework across Marriott’s newly consolidated portfolio of hotels is necessary to ensure brand health and guest loyalty. Over 2017 and 2018, we will be integrating Marriott’s global quality and Starwood’s Guest Experience Index and Brand Health programs.
These changes include:
- Moving all Starwood brands to guestVoice in January 2017.
- Migrating and consolidating all Starwood and Marriott brand standards onto Marriott’s global standards database. Standards are expected to be live in Q2 2017.
- Implementing the Brand Standard Audit (BSA) program at former Starwood-branded hotels beginning in Q3 2017.
- Phasing all former Starwood-branded hotels onto Marriott’s accountability program throughout 2017.
guestVoice to Launch in January 2017
Beginning in January 2017, Marriott’s integrated platform for Guest Satisfaction Survey (GSS), Event Satisfaction Survey (ESS) for full-service properties, and social media listening, will replace the Guest Experience Index (GEI) and the Customer Experience Index (CEI) for all former Starwood-branded managed and franchised hotels globally.
guestVoice is a valuable tool for properties, as well as for owners and franchisees, and having one seamless feedback mechanism is fundamental to building Marriott’s 30 brands. By providing a single platform, we aim not only to make it easier for guests to provide feedback, but for the combined company to hear them through a common voice that can then be used to elevate their next stay.
Implementation activities for guestVoice will begin in early December through the Change Champion channels that were established on Day One of the Marriott and Starwood integration. Please encourage your hotels to participate in the Change Champion webinar the week of December 12 for guestVoice kick-off details. Note: additional information will be provided to owners and franchisees regarding this new tool and how to gain access. Please look for a future communication with a recording of the guestVoice kick-off webinar.
Additional Global Quality Changes & Next Steps
Additional information related to changes to brand standards, hotel audits and hotel accountability will be communicated in 2017. We will provide future updates with information regarding these changes, as well as links to recorded webinars on the Global Quality & guestVoice integration timeline and the guestVoice kick-off webinar. Should you have any questions in the meantime, please contact qa@marriott.com.
