New Training Launches in the Digital Learning Platform
August Launch is quickly approaching, and all associates must be aware of what’s changing in order to best serve their guests. Marriott’s new training approach, enabled by the Digital Learning Platform, allows associates to consume knowledge at a faster pace and in a more efficient manner with key benefits of:
- A mobile-enabled platform
- Consistent training offered in 8 languages
- Short learning modules with videos + simulations
- Reduced time spent in training
- Comprehension measured along with compliance
- Targeted training experiences that will continue to be customized for associate learning
Within the new Digital Learning Platform, training will be automatically assigned to each associate based on their function selection(s). As a reminder, all associates need to have active EIDs to access the Digital Learning Platform. Property leaders should encourage associates to go into the Digital Learning Platform and select their function(s) as soon as possible so they can begin completing their applicable training.
New training, which includes courses on Loyalty, Mobile, Digital, and EMPOWER: Guest Experiences, launched in the Digital Learning Platform on June 26. This training is designed to prepare associates for a critical milestone of merging Marriott Rewards, The Ritz-Carlton Rewards, and Starwood Preferred Guest (SPG) into one loyalty program. Associates in the six critical functions* are required to complete training by July 19. All other associates are strongly encouraged to complete training in July.
|
CRITICAL FUNCTIONS |
ESTIMATED SEAT TIME |
TOPICS FOR SPG (Marriott Rewards (MR) Brands will receive a limited set of EMPOWER: Guest Experiences + Loyalty training) | |
|
SPG |
MR |
||
| Front Office – Primary & Secondary** | 5.5 to 7.5 hours | ~1.5 hours | EMPOWER: Guest Experiences + mobile, pre-arrival planning, arrivals, ambassador service, loyalty enrollments, member experience, departures, loyalty redemptions + upgrades |
| Property Leadership | ~1 to 4 hours (varies) | ~1 hour | Managing loyalty performance, Leading the guest experience culture using EMPOWER: Guest Experiences |
| Event Management | ~3 hours | ~0.5 hour | Loyalty program for meeting and event planners, Marriott’s Rewarding Events Program, EMPOWER: Guest Experiences |
| Revenue Management | ~1.5 hours | ~1.5 hours | Hotel category, rate category, reimbursement fundamentals, loyalty products, and other key information, introduction to EMPOWER: Guest Experiences |
| Finance and Accounting | ~1 hour | ~1 hour | Managing Loyalty Performance, Loyalty Reimbursements |
| Sales | ~1 hour | ~0.5 hour | Marriott’s Rewarding Events Program. Introduction to EMPOWER: Guest Experiences |
Once associates have completed training, they will be able to execute on the following:
- EMPOWER: Mobile Guest Experiences (GXP): Enhance personalization for guests through the Marriott app which will collect guest preferences.
- Loyalty Redemptions + Upgrades: Deliver enhanced and elevated experiences for members on a redemption stay and understand the impact on member loyalty and satisfaction.
- Managing Loyalty Performance: Establish the culture of loyalty is an ongoing effort that must be balanced within your hotel’s operational priorities.
SPG properties will also receive training in preparation for their respective brand’s Reservation Platform cutover by wave. Associates can begin training 8-10 weeks prior to their cutover date. It is important to note that integration training is unlike any other Land-It milestone – there will not be enough time to complete all of the training if associates wait until the last minute. Therefore, it is critically important for your property leaders to proactively plan ahead for training to ensure associates complete assigned training on time. This is especially critical for Reservations Platform training for the six critical functions, but is also important for all associates on property. The first set of Reservations Platform training will launch on July 10 for Wave 1 and 2 Four Points properties.
If you have Learning Leaders within your management company, please ensure they are familiar with the following tools and resources to help support your hotels with completing the required training:
- DLZ
- Learning Activation Guide 2.0
- Property Reports + Dashboard
- Associate Role-to-Function Mapping Guide
- Interactive Planning Tool
- Troubleshooting document
These trainings provide associates with a wealth of knowledge to feel confident as we continue integration. We appreciate your support in ensuring your associates complete this critical training.