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November 21, 2019 Owner & Franchise Communications

2020 Global Quality Accountability Update and GSS Thresholds

Outlined below are updates to Global Accountability programs for all properties that will take effect as of Jan. 1, 2020. The Global Quality Accountability programs and processes are updated annually based on changes to our systems and to drive hotel performance.

Guest Satisfaction Survey (GSS) Thresholds

The Guest Satisfaction Survey (GSS) Thresholds have been updated for 2020 in order to:

  • acknowledge the 2020 GSS Survey changes and the projected resulting impact on scores.
  • align former SPG and MR hotels onto one set of thresholds in North America, as committed during integration.
  • establish a Global Luxury Threshold (excluding W) to set a benchmark for luxury hotels to consistently exceed guest expectations.

For North America, updated changes include:

  • GSS red thresholds:
    • New Global Luxury threshold for all Luxury brands (excluding W) moving to 60
    • Premium/Select/W brands moving to 56
2020 Thresholds:
Green
Clear
Yellow
Red
Hotels that are the benchmark of performance and exceed guest expectations constantly
Hotels that are meeting guest expectations consistently
Hotels that are not in the bottom tier but are still negatively impacting guest perceptions
Hotels that negatively impact guests’ impressions of MI through poor performance
Global Luxury (Excl. W)
75+
65-74.9
60-64.9
Under 60
NA: Premium/Select/W
73+
61-72.9
56-60.9
Under 56
  • BSA red thresholds:
    • No change to Brand or Operations thresholds on the BSA

The Luxury Collection, Le Meridien, St. Regis, W, and Westin Renovation Program Accountability

As communicated in August, accountability for the Marriott Renovation Program will begin for The Luxury Collection, Le Meridien, St. Regis, W and Westin brand hotels in January 2020. The Marriott Renovation Program provides a consistent, integrated process to improve the timeliness of renovations for Marriott’s portfolio of brands. By improving compliance, the program will drive brand equity, improve guest experience, and protect owner investment.

Property Certification Reminder

All brands that are subject to BSA Accountability processes must complete a property certification by January 31, 2020. If the property certification is not completed by 5 p.m. ET on this date, properties will lose 16 points on their BSA. A reminder of this deadline will be communicated to properties as part of the Q1 2020 Game Plan and via Weekly Update.

Tools and Resources

Tools and resources are available to help you and your hotels understand the Global Quality program and these changes.

  • Understand the Standards and overall audit program by reviewing the launch information located on MGS > Quality > Resources.
  • Understand the Accountability Program Guide. This document provides the details of the escalation and notification processes.
  • Review the Accountability Report in guestVoice (Launch guestVoice > More > Accountability). This report displays the status of hotels within your portfolio.

Thank you for your commitment to Global Quality and ensuring that we continue to improve the guest experience and drive on-strategy hotels. For questions, email qa@marriott.com.