July Monthly Recap | Marriott Rewards Hotels
In an effort to ensure all hotels continue to receive support related to the integration, Marriott Rewards hotels continue to receive weekly email content via The Check-In. We have also been providing your hotels with many learning forums such as webinars, job aids, and pre-shift materials to enable readiness in less than three weeks. Training in the Digital Learning Platform remains critical. We have received a tremendous amount of feedback as hotels are focused on completing this activity. We understand the system performance and access challenges continue to be worked and performance is improving. That being said, we continue to monitor and will do absolutely everything we can to improve the experience for hotels.
Above and beyond system performance, we continue to receive three common questions from properties:
- My Front Office associates finished all of their Loyalty training. Why aren’t we compliant?
- What are highly impacted functions and how many people have to complete Phase 2 LD1 training?
- What training is due now and how do I know who has and has not completed required training?
Earlier today, we sent all hotels guidance to address these common questions.
Franchise management company contacts also have the opportunity to participate in twice monthly webinars which are held on the second and fourth Friday of each month at 2 p.m. ET. Stay tuned to the weekly mi360 RUNDOWN for details, which will be shared the week prior to each webinar.
Key integration messages this month include:
Loyalty Update: Prepare for August Launch | On July 25, hotels received communications confirming the official August launch date and more details on members’ ability to combine accounts. Additional implementation tasks were added to the ‘Loyalty 2018’ project in Land-It.
Important Loyalty Updates also included:
- Ensure Loyalty, GXP and Mobile Guest Services Activation Training has been completed in the Digital Learning Platform (deadline for critical functions was July 19).
- Loyalty shipment addressed to GMs will arrive on property starting Aug. 8. GMs should confirm receipt by marking the associated task complete in the ‘Loyalty 2018′ project in Land-It.
- View the Hotel Engagement and Celebration MGS page and use the “August Launch Day: Live Loyalty One-Pager” to brainstorm how your hotel team can create an engaging experience for your guests and associates.
Prepare to Address Look No Further Claims (LNF) in GXP | Beginning on August Launch Day, Customer Engagement Centers will begin sending LNF claims to Marriott Rewards hotels via a case in EMPOWER: Guest Experiences (GXP). Claims will no longer appear in TrueView. Hotels will need to look for LNF cases in the “Customer Care Open Cases View” of GXP and take action by following the steps outlined in the Look No Further Case job aid. As a reminder, Marriott Rewards hotels will begin seeing charges on Aug. 1 for Look No Further violations which can be viewed in Supernova. Hotels in Yellow and Red are encouraged to review additional best practices to reduce violations.
Group Sales Agreement Enhancement: Loyalty Program – Rewarding Events | In preparation for August Launch Day, all of the Rewarding Events clauses have been updated effective July 27. These clauses are applicable for all participating Marriott Rewards, The Ritz-Carlton Rewards and SPG hotels. Updates were made to the following:
- Standard Group Sales Agreement templates in the centralized sales systems (CI/TY, SFAWeb, ISAC)
- Standard GSA templates on MGS (for Opera Sales & Catering and non-sales system hotels)
- GSA Resources section in the MI and SPG Library of Clauses
Marriott Channels Content Publishing Freeze | As previously communicated, between July 16 and Launch Day in August, there will be a content publishing freeze for Marriott Hotel Websites (HWS) and Apps (RC, SPG & MR), to enable testing to ensure direct booking channels are prepared for the migration of SPG’s websites and App to Marriott’s digital platforms. Content submitted during the freeze will be published after iT has confirmed all applications are operating correctly after Loyalty Launch Day.
Q3 Game Plans Now Available | GMs received their Q3 Game Plans via the July 2 edition of the Weekly Update. The Q3 Game Plans are available for Marriott Rewards and SPG hotels and are intended to aid hotels in their planning for the quarter by providing an overview of actions that will be requested of hotels by Marriott in the coming months. Review Game Plans and share it with your teams so they are aware of the topics and the activities required.
