Enhanced Reservation Solution (ERS) Deployment
Owners & Franchise Management Companies of Marriott Rewards Hotels in the U.S. | The Enhanced Reservation Solution (ERS) is an initiative for a new guest reservations and shopping experience on Marriott.com, Marriott mobile app, and through Marriott’s Customer Engagement Centers. ERS is a multi-year, multi-phased deployment, aimed at reshaping the booking experience with an innovative approach to merchandising and selling hotel accommodations. Activation of ERS will maximize the experience around presenting guests with options to select and purchase room features or “attributes” they most value that will be guaranteed to them upon arrival.
The industry has become a highly competitive landscape and Marriott has more hotels and a greater need to offer additional rate and product options to appeal to today’s customers. ERS meets two fundamental consumer demands for more choice and flexibility, as highlighted by customer research, and provides incremental revenue opportunities for Marriott properties.
There are now over 40 hotels live on ERS and preliminary results and feedback are positive. In the upcoming weeks, approximately 250 FSPMS hotels in the U.S. will begin deployment of ERS, followed by SPG hotels. In 2019, global rollout will continue to all remaining hotels, including Canada.
Timing & Rollout
The ERS rollout is a 2-step process, which began with Step 1 – Bed Type Conversion. Bed Type Conversion is a prerequisite for Step 2 and is underway. Step 2 – ERS Activation will deploy to FSPMS hotels in the U.S. in three waves:
- Wave 1 hotels will begin activities during the week of March 12 with the Property Team Kick-Off call with go live targeted for early May 2018.
- Wave 2 and 3 hotels will receive launch announcements in mid to late March with go live targeted for late May and early June 2018.
Review the list of Wave 1 hotels. Additional wave assignments will be updated/communicated via the mi360 RUNDOWN prior to the start of each wave and launch announcements sent on the wave’s launch date.
Resources
ERS Activation will involve effort and collaboration across many disciplines. Therefore, we strongly recommend that franchise management companies encourage their General Managers to serve as the “Coach” to lead and guide the joint work of all these groups. The required milestones to complete the tasks in Step 2 along with key learnings from the hotels live on ERS will be reviewed on the Property Team Kick-off call.
To learn more about ERS Activation, rollout activities, ERS video, training, and resources, please see MGS. For questions about ERS, contact: ERSTeam@marriott.com.
