July 24, 2018 Owner & Franchise Communications

Property Internet Update – July 2018

Networks are at the heart of property technology, and having an appropriately configured and maintained network enables properties to execute a multitude of programs, from Mobile Key to Guestroom Entertainment (GRE), EMPOWER: Guest Experiences and others. Guests and associates rely on property networks to deliver meaningful and powerful interactions that continue to differentiate Marriott brands and create memorable experiences.

Marriott’s vision is to create an environment that delivers high-performing and quality networks to guests and associates, and provides key information to assist owners and franchisees with making informed, strategic property internet decisions which best maximize owner investments.

There are five key areas of focus throughout the remainder of 2018 that establish a foundation to deliver on this vision:

Providing tools and resources to assist with improving “Internet Speed and Performance” guestVoice scores in the Americas
Implementing Auto-Authentication to streamline the Internet connection process for returning guests
Utilizing low-effort best-practices which have proven successful for Marriott Rewards hotels and implementing them into SPG hotels
Enhancing Marriott’s accountability framework for Internet network partners responsible for supporting the property infrastructure
Evaluating and sharing learnings from high-performing properties across the broader portfolio

The following will support the continued transformation of this program moving forward:

SPG Hotels | Standards & Compliance

As the GPNS adoption roadmap for SPG hotels continues its development, the below conditions should be noted in addition to Marriott’s existing GPNS standards:

SPG Existing Properties: Hotels must comply with GPNS technical standards within 90 days of contract expiration or by December 31, 2020, whichever date is earlier.
New Builds/Conversions: Properties to open with GPNS standards.
SPG PIPs and Renovations: Contract signed after July 1, 2017 or expiring before June 30, 2019 must comply with the property internet standards by June 30, 2019. All others within 90 days of contract end date.
All hotels must comply with Marriott property internet requirements by December 31, 2020.

New Performance and Accountability Resources Now Available

The following resources have been developed to assist owners and franchisees with performance and accountability transparency of internet service providers, as well as enhance the RFP process for property networks:

Accountability Framework Launch & Stakeholder Feedback Form: In June, a standardized provider management framework was introduced to the Internet provider community. The Accountability Framework will ensure Marriott is working with best-in-class partners, increase accountability, and improve visibility into our partner’s performance. The framework includes performance classifications and processes, a governance structure, and a balanced scorecard that measures progress in four main areas: financial, operations, performance and corporate initiatives.
If you have any feedback on partner performance, you may submit it through a new form. A comphrehensive map with results and rankings will be uploaded on a monthly basis to MGS. Marriott will actively seek comments on a bi-annual basis, but the form will remain live throughout the year to provide a vehicle for on-demand comments and requests. Visit MGS to learn more about the Accountability Program Guide and review FAQs.
Franchise RFP Support (optional): Over the past few years, Marriott has successfully led centralized RFPs to replace property circuits or networks in dozens of Managed by Marriott (MxM) hotels, creating pricing efficiencies by awarding business in bulk. Should you wish to be included in this process for 2018 and beyond, contact the .

Expanded GPNS Property Refresh Cycles (Marriott Rewards Only)

Based on owner feedback and as communicated within the 2018 Budget Instructions, we have expanded compliance with Marriott’s GPNS standards to now span over a 5-year period. As of July 2018, the Brand Standards Audit questionnaire has been updated to reflect the year of GPNS version as criteria for approval. This effectively moves upgrade cycles from 3 to 5 years, and the version approved for compliance in 2018 will be 2013.

Owners and franchisees will have an expanded window to plan for upgrading the existing infrastructure, provided that the network partner can certify (at the time of contract renewal) the network meets the current GPNS standards and the appropriate performance of the environment.

Additionally, Marriott’s property internet team is also available for owners and franchisees to leverage to review performance-driven metrics, collaborate and access business intelligence data to prioritize future capital investments as needed. Requests can be submitted directly to propertyinternetstrategy@marriott.com

Internet Speed & Performance Implementation | MSB Franchise

In support of increasing “Internet Speed and Performance” guestVoice satisfaction scores, the following changes were implemented in the MxM MSB portfolio:

Guest Internet Access Speeds: Utilizing existing property bandwidth, we will be implementing the standardization of minimum internet cap speeds at 10Mbps (Free Tier) and 30Mbps (Enhanced Tier) in order to meet guest expectations and provide an enhanced guest experience.
Seamless Property Roaming: Removal of “Marriott_Lobby” SSID, such that “Marriott_Guest” became the single SSID available throughout the properties (with exceptions where properties needed to maintain “Marriott_Conference” if charging for Meeting Room access)

Given the success of these changes, which are at no cost to hotels, Marriott International will directly coordinate with the internet network partners to rollout these enhancements to the franchise MSB portfolio with a targeted implementation date of August 31, 2018.

Owners or Franchisees that would prefer specific properties to “opt-out” from these changes must submit an electronic request by contacting your MSB technical support representative here.

Thank you for your continued support of Marriott’s Property Internet Program. Additional information is available on MGS and the Property Internet Brand Standard.