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February 8, 2019 Owner & Franchise Webinars, Management Company Webinars

February 8 Franchise Management Company Webinar

Thank you for joining us on Friday, February 8, 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 webinar included: Supernova Updates & HotelTonight, Leisure Rate Strategy, EMPOWER: Guest Experiences (GXP) Phase 2 Deployment, and the Americas Scorecard, as well as key reminders regarding In-Market Workshops for SPG Hotels and Marriott Bonvoy:

  • 2019 Supernova Updates + HotelTonight

    • Starting March 1, adjusted check-in/check-out date windows available.
    • HotelTonight is a non-approved distribution channel that focuses on deeply discounted, distressed inventory.
      • Beginning on February 18, U.S. & Canada hotels will see HotelTonight results in Supernova.
      • HotelTonight will be shopped using the desktop version of the site for the time being.
      • Hotels will have a grace period to correct issues until April 1, when HotelTonight results will count towards OTA lose days in Supernova.
    • Visit MGS – “Best Rate Guarantee” – for more information.
  • Revenue Management Leisure Rate Strategy | There are seven programs that float from 12% to 25% off retail rates that we highly recommend hotels opt into – they apply to all brands. We recommend hotels review the list of connected accounts before taking action to ensure they are targeting approved wholesalers that have corporate agreements in place with Marriott. 
    • Visit the Dynamic Wholesale Leisure Rate Program MGS Page to learn more.
    • Visit MGS for a list of connected accounts.
    • Capturing Leisure Demand | Visit the Americas Promotions/Leisure MGS Page for additional resources.
    • Americas Offer Catalogue 2.0 reference document that provides available cluster codes and offers across both Revenue Management and Marketing information.
  • EMPOWER: Guest Experiences (GXP) Phase 2 Deployment  Features and Functionality
    • Chat with guests – a new way for properties to engage with guests before and during their stay.
    • Identify trends and solutions to locate and eliminate recurring issues and improve operation decisions.
    • Improved communication between Customer Engagement Center (CEC) and hotels, and Loyalty benefit activation.
    • GXP is a Brand Standard: Hotels must use and maintain the GXP platform to enable a total hotel culture focused on personalized guest service, an enhanced guest room experience, and effective service recovery.
      • As discussed on the webinar, a one-pager that outlines program costs for the GXP FOSSE Phase 2 Deployment is accessible on MGS. Note: the deadline for installing MDM before GXP access is impacted has been extended.
    • Click here to see full standard.
  • Management Company Key Priority Execution Scorecard | Purpose of the Scorecard is to provide insight into hotel and account operations performance, using metrics that align to Americas CLS + Marriott CORE priorities, creating accountability for growth and improvement.
    • Distribution: Cadence: Monthly (first distribution targeted for Feb 12).
    • Platform: Smartsheet
    • Communication Vehicle: Direct Email
    • AUDIENCE:
      • Americas Above Property Regional Leaders: AVPs, ADOPs, ADs, AEs
      • Franchise Management Companies (FMCs): Operations Contact(s)
      • General Managers: MxM and Franchised hotels (Finalizing approach for franchised GM’s).
  • Key Reminders: Reservation Platform Stabilization Workshops + Marriott BONVOY
    • Reservation Platform Stabilization Workshops Available for:
      • Revenue Management “Get into Gear With One Yield”
      • CI/TY Skills Enhancement Workshops
      • SFAWeb Webinars
      • LightSpeed & Rooms Operations
      • Review the full list of In-Market workshops on MGS.
    • Marriott Bonvoy | In preparation for the launch of the new program name on Feb. 13, hotels received a Land-It tasklist and are asked to complete preparation activities and training, and certify completion.
      •  Upcoming Hotel Activities: 
        • Feb. 13 | Display New Marriott Bonvoy Collateral 
        • Feb. 13 | Celebrate Activation of Marriott Bonvoy
        • Feb. 20 | Complete GM Certification
      •  Complete New Loyalty Training:

        • March 1: New Loyalty learning available on the Digital Learning Platform
        • March 22: Cobalt Program course minimums due
        • April 1: Gift Cards course completion due (SPG only)  
        • June 1: Complete remaining new Loyalty learning
      • More information is available on Marriott Global Source (MGS), which you can access by searching keyword “Marriott Bonvoy”. 
      • View the Shipments & Collateral page on MGS to help your hotels navigate the transition to the new Marriott Bonvoy collateral in 2019.