January 2, 2019 Owner & Franchise Communications

Mobile Key | Property Profile Completion Due Jan. 31, SPG Hotels Activation to Begin in Q2 2019

As one of the most highly-demanded digital guest amenities, Mobile Key is critical for streamlining and personalizing member experiences. Now that that the Reservations Platform cutover is complete, SPG hotels will have the opportunity to activate Mobile Key beginning in Q2 2019, enabling us to continue scaling Mobile Key across the entire portfolio by January 1, 2021.

Deployment Approach

Mobile Key uses a quarterly deployment approach to target communications to hotels based on their planned installation timeframe. To receive deployment communications, hotels must self-report their planned installation timeframe (e.g., Q1 2019, Q3 2020, etc.). To ensure hotels are ready by the January 2021 brand standard compliance date, all hotels are required to complete the Mobile Key Property Profile, by January 31, 2019. Hotels will fall into different categories of deployment based on the following criteria:

Hotels with existing RFID BLE lock systems that need to activate Mobile Key (Marriott Rewards and Ritz-Carlton Rewards hotels): Hotels identified with the correct lock systems installed will receive a Land-It task list in Q1 to activate Mobile Key.
Hotels with existing RFID BLE lock systems that need to activate Mobile Key (SPG hotels): SPG hotels identified with the correct lock systems installed will receive a Land-It task list later in Q1 to activate Mobile Key. SPG hotels must update the Mobile Key Property Profile no later than January 31, 2019 to be included in the kick-off for Mobile Key activation.
Hotels planning to install new lock systems: Hotels planning to install or upgrade lock systems in 2019 should update the Mobile Key Property Profile to receive timely deployment communications. Hotels should review the Sales Process Guide for guidance on obtaining a quote and should plan two quarters to complete preparation activities prior to installing or upgrading lock systems.
New Opening Hotels: New hotels will open with Mobile Key and are required to install lock systems from a certified Mobile Key lock vendor.

iT Preparations to Activate Mobile Key

Activating Mobile Key requires significant iT preparations to be completed, including lock server preparation, network configuration, and cabling for servers, encoders, and PMS interfaces. Managed by Marriott (MxM) hotels are required to have a Marriott-imaged lock server on the Marriott network, while franchise hotels can use any server that meets the minimum requirements, but the server must be connected off the Marriott network.

As a reminder, the Mobile team has engaged Datatrend, a third-party iT vendor, to support franchise hotels in completing iT preparations to activate Mobile Key (2019 CapEx instructions). To reduce potential operational impact during the lock installation, it is critical that your hotel completes preparations at least one quarter before installing or activating Mobile Key.

Note: Specific iT requirements vary by hotel and lock vendor.

Planned Enhancements

As we continue scaling, we are also working to enhance both the guest and associate experience. We have streamlined the member experience and reduced the time to access and use a Mobile Key. Additionally, Mobile Key is compatible with iOS devices (can also use Siri via voice-activation) for all three lock vendors, and on Android devices at hotels with lock systems from dorma kaba (Saflok) and Assa Abloy (Ving), while support for hotels with Onity lock systems is planned for early 2019.

On the associate side, efforts are underway with our lock vendors to improve the integration of our systems and reduce the number of steps required to create and send a Mobile Key. Additional enhancements are planned throughout 2019 to streamline the member experience and drive a more efficient and seamless experience for associates.

For more information, please refer to the Mobile Key MGS page.