guestVoice to Launch Jan. 10, 2017 to All Former Starwood Brands
As previously communicated, guestVoice, Marriott’s integrated platform for the Guest Satisfaction Survey (GSS), Event Satisfaction Survey (ESS) for full-service properties, and social media listening, will be replacing the Guest Experience Index (GEI) and the Customer Experience Index (CEI) for all former Starwood-branded hotels globally, both Managed by Marriott and franchised, beginning in January 2017.
PREPARE FOR GUESTVOICE LAUNCH
guestVoice provides one global feedback tool to help consolidate guest feedback and create insights for operational improvement at your properties. Below are the key resources to help you better understand this change and how to use the new tool:
- Watch the guestVoice Overview Video for an overview of some of the tool’s capabilities.
- Watch the guestVoice Kick-off Webinar for an overview of the system, some of the key changes to expect, and additional tools and resources to help you with this change.
- Review the guestVoice Training Curriculum Map, which outlines all learning resources for guestVoice and where to locate them.
- Email guestVoice@marriott.com with any questions you may have about the implementation.
Over the next month, all former Starwood-branded properties will learn about and prepare for these changes through the Change Champion forums.
TAKE ACTION TO GAIN ACCESS TO GUESTVOICE BEGINNING JAN. 10, 2017
Franchise management company contacts who were previously users of GEI or CEI should be able to access guestVoice beginning January 10, 2017 via the E-Tools menu on the Bridge. For all new users, follow the instructions on the How to Request or Modify Access job aid after January 10, 2017.
ADDITIONAL INFORMATION ON BRAND HEALTH CHANGES
In addition to the transition to guestVoice, we will also be integrating Marriott’s Global Quality and Starwood’s Brand Health programs throughout 2017 and 2018. Additional information related to changes to brand standards, hotel audits and hotel accountability will be communicated throughout 2017. In the meantime, please watch the Global Quality & guestVoice Roadmap Webinar Recording for an overview of these changes and email qa@marriott.com with any specific questions you may have.
