Shaping Service Enhancements & Updates
This information will be communicated to hotels via the Oct. 15 version of the Weekly Update.
Classic Select Brands | Marriott continues to refine its training programs and, based on feedback from hotels, has evolved Shaping Service, the comprehensive onboarding and service learning program for the Classic Select brands. Shaping Service, which guides associates in delivering exceptional guest experiences, will undergo a phased approach to key enhancements that property teams will begin to benefit from during Q4 2018. These updates mark just the beginning of the plan to simplify the program for learners and leaders, generate stronger participation and engagement, and amplify associates’ know-how to create memorable stays for guests.
Deployment & Timeline
In phase one of the Shaping Service evolution, taking place on October 22, 2018, the following learner
experience modifications will be made:
- Applicable to new hires only
- Curricula limited to high guest contact and low guest contact
- Assessments will be limited to two – an 83% reduction
- Replacement of the Service Exchange on Jam with user-friendly MGS-based content
In phase two, universal module updates will include: a video-based welcome, partner activities
reduced by 75% in Welcome and Service Essentials, and two brief guides. Phase three, in April 2019, will include updated daily meetings and brand leader content. Phase four will include enhancements to the digital learning platform transition and updated brand content. And, lastly, phase five will include an enhanced service framework. A detailed deployment roadmap is available on MGS.
As part of the new simplified, intuitive Shaping Service experience, enhancements will be designed to be impactful and meaningful for all new hires and will not require any retraining of associates who have already completed the program.
BSA
Starting in January 2019, a certificate of completion is not required for the BSA. Generally speaking, GMs and a random set of associates will be asked a series of knowledge checks by the auditor to ensure familiarity with the program and its content. Please check your brand’s specific BSA audit (posted in December 2018) for details.
Resources
Shaping Service is available to each brand via myLearning. All associates must have an EID to access myLearning.
We appreciate your continued support in encouraging compliance with Shaping Service. Should you have questions visit MGS, review FAQs or email service.training@marriott.com.
