Guest Relations Platform Update

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In an effort to further enhance the guest experience, Salesforce has been selected as the enterprise-wide, cloud-based solution to replace current guest relations platforms across all Marriott and former Starwood brands. In 2017, we plan to deploy Salesforce globally to all hotels currently using Guestware, followed by deployment to hotels currently using Mystique and StarGuest. The Salesforce platform is targeted to become a Full Service brand standard in early Q3 2018. This solution will enable Marriott to operate more efficiently and lead at the forefront of technology, and will tie into the larger CRM and loyalty strategies to help associates deliver an improved guest experience.

Benefits

• Efficiencies are anticipated for properties via decreased cost and more cohesive governance of a unified tool. We anticipate that hotels will experience annual savings from US$500 up to several thousand dollars, based on their number of rooms.
• Salesforce is flexible, mobile, scalable, requires no hardware as it is cloud-based, and gives us the competitive advantage we need to create a seamless guest experience.
• The platform is used by Marriott-branded hotels internationally and is currently being used in Marriott’s reservation and contact centers, as well as being deployed globally to Marriott Select Brands as part of the Mobile Requests initiative.
• The guest profile capabilities will enable a globally-shared view of guest data and their historical interactions with hotels. Teams both above- and on-property will be empowered to deliver highly personalized service, leveraging detailed global guest profiles and preferences shared throughout Marriott’s portfolio.
• Associate mobility features enable increased mobile interactions between guests and associates.
• Salesforce also has global data centers for international support.

Deployment Timeline

• 2017 – Salesforce will replace Guestware as the standard Guest Relations platform in all Full Service Managed by Marriott and Franchised hotels. We anticipate a complete conversion by Q1 2018.
• 2018 – Salesforce will replace Mystique and StarGuest as the standard Guest Relations platform in all
  Ritz-Carlton, Bulgari, EDITION and former Starwood-branded hotels. We anticipate a complete conversion by Q1 2019.

Technical Requirements

• Salesforce is a web-based solution that can be accessed via a web browser. There is no on-property equipment or installation required.
• The primary dispatching solution is the Salesforce mobile app, which requires a strong Wi-Fi connection throughout the property (both front and back of house).

We have developed the following guidance to support property transition to the Salesforce Platform. Review the below steps to determine the appropriate course of action for your property(s):

New hotel opening prior to Q2 2017	Do not install Guestware. Do not sign any Guestware contracts. Do not purchase a new server for Guestware. We recommend pre-opening funding that was designated for Guestware be used for the Salesforce Platform when ready for install.
Guestware is installed and currently live at my property	Do not change any service agreement with Guestware. Do not purchase a new server for Guestware. Renew your existing contract. Your hotel will be added to a future deployment wave.
My property has a Guestware contract but has not yet installed Guestware	Effective immediately, each property must submit a cancellation letter from the original contract signee to the Guest Relations Platform Team. Note: A service cancellation fee will apply. Any refund amount from Guestware will depend on the level of engagement and service to date (e.g., installation fee, hosting fee). Opt to participate in the Early Adopter launch that is targeted to deploy in the first half of 2017.
StarGuest and Mystique properties	Properties should continue to install StarGuest and Mystique platforms throughout 2017.

Pricing

For the initial deployment, there will be a one-time deployment fee of US$1000. Ongoing costs will include annual Salesforce licenses along with Marriott IT support costs. The Salesforce license model is based on number of rooms and are sold in blocks of 15 individual licenses. The licensing model differs from other platforms in that Salesforce licenses are specific to an individual user. Additionally, users of just the Salesforce mobile app will be required to have their own license.

Quarterly Releases

We will implement quarterly releases of Salesforce throughout 2017 and 2018.  Depending on your scheduled deployment, your hotels will receive the latest version available at that time. As new functionality gets added, your hotels will automatically receive the updated version and supporting training documents.

We will continue to inform you of progress made on this initiative through ongoing communications. Should you have any technical questions in the interim, please contact the Guest Relations Platform team. We thank you for your support of this initiative.