Prepare for Upcoming Changes to Empower: Guest Experiences (GXP)

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This information will be provided to hotels via the September 30 Weekly Update.

Franchise Management Companies | As previously communicated, Marriott suspended all CEC Case Takeover charges for the remainder of 2019  to allow hotels to focus on guest resolution.  To assist hotels with these efforts, beginning October 15, General Managers will be sent automatic emails when a Customer Care case in GXP has not been responded to after 36 hours. As such, we will instruct hotels via the Weekly Update to ensure that their email address is accurate in EPIC, which is refreshed every Wednesday.

Additional updates to GXP during this time include, the ability to:

• Automatically flag Ambassador Elite and Cobalt members as “notable”
• Indicate more than one reason why a guest is “notable”
• Create separate escalation rules for “sensitive” Customer Care cases

Hotels are invited to join the next Office Hours call held on October 9 should they have questions about these changes. For more information, visit MGS.