Accountability to Marriott’s Renovation Program

Luxury Collection, Le Meridien, St. Regis, W, Westin Owners & Franchise Management Companies | The final component of Marriott’s Global Quality program is adherence to the Renovation Program. Under this program, hotels are required to complete property renovations that are aligned with the timelines and components per brand standards. Accountability for the Renovation Program will be phased in over the next few years. Accountability for Renovation compliance will begin July 1, 2018 for Four Points, Aloft and Element hotels. More information will be communicated as the program is rolled out to each additional SPG brand.

In preparation for this transition, and to learn more about the Renovation program, we encourage all owners and franchisees to view this brief recorded webinar, which provides a program overview, allows viewers to submit a question, and provides a link to download the Renovation Program timeline. Hotels that are non-compliant with the Renovation Program standard are categorized as Red.

It is important to note that hotels are classified based on their lowest score of the Global Quality Program, meaning hotels that are under-performing in terms of guestVoice, BSA, or renovation, will obtain a failing (“Red Zone”) status in Marriott’s accountability program. This will result in a formal notification to the Franchisee (and lenders, if required), potential charges, and, if unaddressed, a potential de-flagging of the hotel.

Global Quality Resources for Franchise Management Companies

Your support of these changes is critical to the program’s success. There are a variety of tools and resources available to help you understand the Global Quality program and the changes for SPG hotels.

• Understand the Standards and overall audit program by reviewing the launch information located on MGS > Quality > Resources.
• Ensure your hotels are aware of and attending the monthly Global Quality Office Hours, for up-to-date details, review of specific topics, and live questions and answers. Past recordings are available and have been posted to MGS.
• Take efforts to continually improve ITRec scores by leveraging existing training modules, job aids, and webinar recordings, all available on the guestVoice Resources page.
• Reinforce the importance of the 48-hour response standard. Ensure your hotels have a process in place to respond to negative guest comments, and property responders have taken the “Responding to Alerts” eLearning.
• Watch the Accountability Overview Pre-Recorded Webinar. This webinar is designed to help you understand Marriott’s Accountability Program and the impact it has on hotels.
• Understand the Accountability Program Guide. This document provides the details of the escalation and notification processes.
• Review the Accountability Report in guestVoice (MGS> guestVoice> More > Accountability). This report displays the status of hotels within your portfolio.

Thank you for your commitment to Global Quality and ensuring the continued excellence of the combined portfolio of hotels. Should you have any questions, please email qa@marriott.com.