Operations Support Resources (OSR)
Operations Support Resources (OSR) provides comprehensive, short-term discipline coverage to full-service Marriott brands in the U.S. and Canada. OSR’s diverse talent is strategically deployed to make an immediate impact on operational performance. OSR’s management support enables hotels to strengthen their operations effectively while continuing to put guests first. OSR is pleased to partner with Marriott full-service franchised hotels in the following areas:
OSR Core Support | Our Core Support team is comprised of 200 skilled hospitality managers who travel across the U.S. and Canada to deliver operations, sales, and revenue management support to support full-service hotels.
OSR is available to partner with full-service franchised hotels in the following disciplines:
- Room Operations
- F&B Operations
- Culinary
- Event Management
- Banquet Operations
- Sales
- Above-Property Revenue Management
In-Market OSR Program | OSR’s In-Market programs are designed to provide dedicated resources who live in the designated market to support the hotels within that market.
Benefits to this structure include:
- Reduced lead-time for requests and deployment
- Proven cost-savings for hotels (eliminated travel expenses, meal expenses, cost for hotel to take room out of inventory)
- Increased familiarity and knowledge of market and hotels
- Increased partnership with hotel leadership
OSR Program Management (PM) Support | OSR’s Program Management team is designed to partner with Marriott’s various corporate stakeholders to assist with process improvement, program implementation, and any sustainability efforts.
OSR has dedicated resources available to provide expertise and support to successfully execute programs, such as: ERS, F&B On-Demand, Marriott Moments, EMPOWER: GXP, Mobile Key, Next-Gen Housekeeping, Integration, Tribute Portfolio Homes, and Cloud Staffing.
Additionally, OSR has used their expertise to provide additional resources through these programs, including:
- Operational Assessment | OSR’s Operational Assessment program provides hotels with dedicated on-site leadership support to improve GSS scores. We engage with management and key stakeholders to analyze GSS focus areas, actively observe operations and leverage all available tools to provide sustainable solutions for the property to operate more efficiently and deliver excellent guest experiences.
- CI/TY Property-Based/Remote Training Sessions | OSR’s PM team offers CI/TY on-site training and remote data administrative services. Within the OSR PM team, there are Subject Matter Experts who work in tandem with property leaders to ensure objectives are successfully met. During the property consultative visit, the OSR PM Manager(s) will conduct topic-based group training sessions, spend one-on-one time with key associates and meet with leaders to ensure teams including sales, catering, revenue management, reservations, banquets, accounting and other departments who use the system, are making the most of CI/TY.
- GXP Property-Based Workshops| OSR’s PM team offers Empower: GXP workshops to provide hotels with a Subject Matter Expert to increase the hotel’s usage, reported cases and improve response time. By making this a focal point, we can help drive GXP success and its correlation to improving guest experience and operational efficiencies.
Resources
If you are in need of program support, request support as early as possible. (Username: requester – Password: marriott). Tell us when, why, and what support you need.
Visit MGS for additional information, including cost. Alternatively, direct questions to osr@marriott.com.
