Integration Stabilization Resources

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The following information was shared with GMs of legacy SPG hotels on April 18.

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Over the past few years, associates at legacy SPG hotels have played a major role in bringing together two incredible companies. With the tremendous amount of change, we continue on the path of stabilization. We remain focused on ensuring all hotels are fully adapted and able to maximize their use of the tools in the Marriott ecosystem.

The communication, which was sent to GMs of legacy SPG hotels on April 18, follows our final Change Crew webinar and provides resources to help hotels continue to succeed. Beyond the resources listed below, GMs are asked to ensure that they and their entire leadership team have subscribed to the Weekly Update, as this remains the single most important communication for staying informed.  

• NEW Integration Cleanup Tracker | Updated weekly and includes details on open items, which system it pertains to and next steps:
  • For detailed information on LightSpeed and EMPOWER Reservations known issues, view:
    • LightSpeed Product Issues and Support
    • EMPOWER Reservations Known Issues

• NEW Systems Myth Busters | These “Myth Busters” address some of the common misconceptions about each system, reinforce key concepts and provide links to additional resources:
  • Event Management (DOC)
  • Front Office PMS (DOC)
  • Group Housing (DOC)
  • Revenue Management (DOC)
  • Sales (DOC)

• Top Questions | These documents provide answers to the most frequently asked questions by functional area:
  • Front Office (ERS)
  • Event Management
  • Revenue Management (One Yield)
  • Front Office (Opera and LightSpeed PMS)
  • Reservations
  • Sales

• NEW EMPOWER: Reservations | The EMPOWER: Reservations Team continues to improve the user experience based on hotel feedback. Significant improvements have been made to EMPOWER: Reservations since the app launched. GMs and property leaders are encouraged to:
  • Join the EMPOWER: Reservations Webinar Series to learn about recent system fixes, upcoming enhancements, best practices — and to engage with system experts (choose one of the following options):
    • Tuesdays at 2:30 p.m. ET (beginning April 23)
    • Tuesdays at 10:00 p.m. ET (beginning April 23)
    • Thursdays at 7:00 a.m. ET (beginning April 25) 
  • Identify an EMPOWER: Reservations Property Champion (using the Property Champion Job Aid for instructions on how to designate Property Champions in EMPOWER: Guest Experiences) to receive monthly communications highlighting all recent fixes and best practices for leveraging the application.

• Office Hours and Webinars:
  • LightSpeed Post Cutover Operations Office Hours (through June 5) | LightSpeed Post Cutover Operations Office Hours are hosted every other week on Wednesdays at 3 p.m. ET. The series will address all LightSpeed and Front Office Operations related questions.
  • Event Management/Operations + Group Housing Webinar (Through May 30) | Event Management/Operations + Group Housing Webinars are held on Thursdays at 3 p.m. ET. This series will provide hotels an opportunity to learn best practices and address questions regarding systems used to manage group room blocks, including but not limited to: CI/TY, LightSpeed, and Group Housing Solutions.  

• NEW Integration Stabilization Roadmap | Shows planned high level roadmap of deployments and system updates throughout 2019, including training/reinforcement opportunities, technical fixes and enhancements.

• NEW MI Ecosystem Data Flow Charts | These infographics depict the flow of data between different systems and explain how systems interact. Access the relevant infographic based on your hotel’s specific systems:
  • LightSpeed + CI/TY
  • LightSpeed + Non-Interfaced Sales System
  • Opera PMS + Delphi Interface
  • Opera PMS + Non-Interfaced Sales System
  • Opera PMS + Opera SC + SFAWeb-GPO
  • Opera PMS + Opera SC
  • HPP Rate Offer Flow (all hotels) (coming soon)

• NEW Browser Guide | Given the complexity and variety of Marriott’s portfolio of applications, many of which are maintained by third-party providers, this guide provides a list of the most common Marriott enterprise applications with the recommended browser deemed the most effective for that application. 

• NEW Credit Card Guide | This guide provides instructions for how to enter credit card information by system/application. 

• Reporting and Analytics Resources | Developed to assist with the transition from Starboard reporting to Marriott systems and ensure reports are interpreted correctly. Resources offer tips for analyzing data in Marriott’s Reservation Data Warehouse (MRDW), Sales and Catering (e.g., CI, SFAWeb) and Marriott Financial System Segmentation Reporting (e.g., PeopleSoft for Managed by Marriott). All MRDW Reports are now available for hotel use. 

• Recorded Webinars | Recordings of Change Crew Webinars and Discipline/Functional Webinars will remain available in the Integration Center. 

• How to Get Support | The fastest way to continue to get help, to request service or get more information is by submitting a Service Now ticket (SNOW). For additional details on logging a SNOW ticket, download the job aid.

We sincerely appreciate your continued support and engagement throughout the integration and appreciate your partnership as you continue to further acclimate to the Marriott ecosystem. Please forward this email with resources to your teams.  

If you have additional questions after reviewing this information or feedback you’d like to share, email
americas.communications@marriott.com (note the Change Crew North America mailbox has been retired).