EMPOWER: Guest Experiences (GXP): New Features Available On June 24 + Reminder of Performance Reports
EMPOWER: Guest Experiences (GXP) continues to evolve with enhancements, which are added throughout the year, that enable hotels to continue elevating their guest experience. The next set of enhancements is set to be released on June 24, when GXP will be updated with a new look and feel, as well as the following new features:
- Ability for MSB hotels to view guest preferences and personalized information to expand their pre-arrival planning capabilities
- Ability to view members with upcoming Redemption Stays to better recognize these important milestones
- Add photos and comments to Inspections to improve associate training
- Set a case to dispatch at check-out to make activation of cases more efficient
Proactive Service Recovery will also be available at Luxury hotels, allowing members to provide feedback via the Marriott Bonvoy App after arrival. Visit MGS to learn more about the full list of enhancements. We ask that you ensure associates understand the importance of responding to the guest via GXP/Chat, add appropriate resolution comments in the case, and close the case in a timely manner. Note: a best practice to minimize delayed response to guests providing negative feedback is to set up an escalation rule for the Stay Feedback case type.
In addition to incorporating these new features into their operational processes, hotels will have additional actions related to these new features. Since the Preferences on the Contact page will now be pick-lists to provide standardization across hotels, GXP users will need to move free-form text preferences and personalized information into one of the new pick lists. Hotels will be provided further instruction within the June 17 Weekly Update.
Note: GXP can no longer be accessed via Edge or Internet Explorer browsers, and should be accessed via Chrome or Firefox.
Reporting
Hotels’ progress against GXP performance metrics are available on the GXP performance report, which is published twice per month on MGS. MSB hotels in the U.S. and Canada were added to this report in May. As of June 10, all Mobile Guest Service reports (Check-In, Chat, Key etc.) will be consolidated into one report and published on MGS twice per month.
Should you have any questions about GXP or reporting, contact gxp@marriott.com.
