Final Launch Day Preparations
The below information was shared with hotel leaders via direct email earlier today.
Beginning tomorrow, Aug. 18, members can start combining their SPG, Marriott Rewards and The Ritz-Carlton Rewards accounts to access one set of amazing benefits and book all brands across Marriott channels. SPG hotels will also go live with EMPOWER: Guest Experiences (GXP) and Mobile, enabling hotels to deliver on a superior guest experience.
It is critical that hotels offer the new Loyalty benefits to our most valuable elite members – continuing to deliver exceptional experiences during each stay and driving member loyalty. Hotel leaders were asked to share Launch Day Talking Points and Resources Guide, which lists who to contact for program and system issues/questions and the Saturday outage schedule.
Below is quick reference to help ensure top actions are complete:
- Time Update for Starguest Retirement: SPG hotels should download and save any necessary Starguest reports and complete all actions in Land-It before 9:00 p.m. ET Aug. 17. Starguest will be retired at 10:00 p.m. ET Aug. 17. All hotels will use GXP going forward.
- MxM SPG hotels: Transcendent has replaced SynergyMMS as the asset management and maintenance tracking program.
- Associates have access to GXP and know how to use it.
- Front Desk associates can explain Full Folio Earn and its benefits to guests, and the PMS (not applicable to FOSSE hotels) has been updated.
- Front Office team can execute on Suite Night Awards and handle Ambassador requests in GXP.
- Front Office team can process Redemptions/Reimbursements (new to SPG; no change for Marriott Rewards hotels).
- Front Desk associates are ready to deliver all benefits, including Welcome Gift Choice, applicable for your brand, to elite guests. Visit MGS for resources.
- For AC, CY & Moxy hotels: Refer to FOSSE Welcome Gift Job Aid on the $10 F&B Credit for eligible members plus one guest.
- Front Office team can conduct pre-arrival planning using GXP.
- Hotel team makes new member enrollments a priority and consistently tracks Loyalty enrollment goals.
- Hotel team has removed current Loyalty collateral and is ready to display new Loyalty collateral when instructed to do so via centralized email.
- Due to system outgages, guests may experience temporary disruptions in making reservations and accessing their accounts online. During this time, we ask that content not be posted on the hotel’s social media pages beginning Aug. 18 at 12:01 am ET.
- Managed by Marriott hotels: Social media teams will receive confirmation from M Live when they may resume posting.
- Franchised hotels: Social media team should refer to MGS home page for updates.
Hotels were also encouraged to review this toolkit and Loyalty Benefits-At-A-Glance document to ensure associates are able to answer guest questions and offer the correct benefits beginning Aug. 18.
Franchise management company contacts can access critical updates throughout the weekend on MGS.
We know how hard hotel associates have worked over the last several months to make sure Launch Day is a success, and we appreciate your support of these efforts.