November 9, 2018 Owner & Franchise Webinars, Management Company Webinars

November 9 Franchise Management Company Webinar

Thank you for joining us on Friday, November 9, for the Franchise Management Company Webinar. If you were unable to join, a recorded version and a PDF of the presentation are now available (EID and password required).

Topics and resources discussed on the November 9 Webinar included:

Guest Room Preventative Maintenance (RPM)
- RPM is a Global Brand Standard for all Marriott hotels with Brand Standard Audit beginning January 2019.
- Reference the guest room RPM Program requirements on MGS for guidance.

Serve 360: Sustainability & Social Impact
- Serve 360 Goals: click here for more detail, including the associated sub-goals.
- Serve 360 Tools & Training:
  - Just Report It (JRI): Marriott International’s web-based tool for reporting volunteer hours, cash and in-kind donations, and sharing Serve 360 stories.
  - Questions can be directed to Report.It@marriott.com.
- Marriott Environmental Sustainability Hub (MESH)
  - MESH data is pulled into customer reports, EPIC, and MarRFP and is accessible via MGS.
  - Please direct any questions on the MESH program to MESHSupport@ems.schneider-electric.com.
- Sustain Responsible Operations (SRO) Tracker
  - Per the OPS-ENG-047 brand standard: all sustainability initiatives must be recorded in the SRO Tracker. SRO Tracker is available within MESH.
  - Questions can be directed to Sustainability@marriott.com.
- Serve 360: Human Trafficking Training | Associates at franchised properties must complete training. They may use the Marriott training or complete an alternative training that covers all forms of human trafficking, including forced labor and sexual exploitation.
  - Details and alternative options are available on MGS.
  - How to record Human Trafficking training completion available through this guidance on MGS.
- Serve 360: One Year Anniversary
  - This October marked the 1-year anniversary of the launch of Serve 360. Watch and share the celebratory video from Marriott International leaders thanking associates, franchisees, and owners for their support of Serve 360.
    - On MGS: Download and share the impact imagery.
    - Check out the new Serve 360 Coordinate Spotlights featuring success stories from throughout the first year.
    - Download Marriott International’s first Serve 360 Report and accompanying Highlights detailing progress on the 2025 Goals.
- Questions? Email: Sustainability@marriott.com.
Reservations Platform Cutover Update
- Top 4 Stabilization Focus Areas Post Cutover As Of 29-Oct.
  - Empower Reservations
    - Empower Reservations Issues Tracking
  - Lightspeed PMS Support
    - For fastest resolution, hotels should open SNOW tickets vs. calling LightSpeed support
  - Customer Engagement Centers
    - Workarounds identified for all known issues
    - Refresher training and 1-on-1 coaching for all CEC associates
    - Isolated EMPOWER + MARSHA system access issues identified and resolved
  - Hotel Processes & Support
    - AMERICAS OFFICE HOURS: Occur on Thursdays at 11:00 a.m. + 4:30 p.m. ET and offer Q&A on all Operations and Front Office Post-Cutover topics.

Post-Cutover Stabilization Toolkit
- As hotels get used to operating in the new systems, Post-Cutover Stabilization Toolkit is available by function. The Toolkit is comprised of one-pagers for Front Office, Group Housing, Events, Revenue Management, Reservations and Sales.
November 27 Wave Reminders:
- As we approach the T-14 mark for the Nov. 27 wave, GM’s Certification will be required on November 13, 17, 22, 24, 25, 26, 27 and 28.