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November 21, 2019 Owner & Franchise Webinars, Management Company Webinars

November 22 Franchise Management Company Webinar

Thank you for joining us on Friday, November 22 for the Franchise Management Company Webinar. If you were unable to join, a recorded version and a PDF of the presentation are now available (EID and password required). 

In addition to the recorded version and PDF of the presentation, please also note the following resources:

  • CEC Case Takeover Updates
    • A $55 service charge for the CEC takeover of any Customer Care Cases sent to hotels via EMPOWER: Guest Experiences (GXP) and not resolved in 72 hours will relaunch on January 1, 2020.
    • If takeovers exceed 10% of monthly case volume, a hotel will be billed on all of the property cases in takeover status not responded to within 72 hours for that month. The customer issue resolution takeover charge applies to all brands, Managed and Franchised properties. If hotel takeover rate is less than 10% for a month, they will not be charged that month.
    • For billing disputes, hotels have until 11:59 p.m. on the 14th of the month to dispute any takeover case from the prior month. 
    • All disputes or requests need to be sent to CEC Accounting team at ccsfiledispute@marriott.com.
    • mi360 Post
    • Job Aid
    • MGS
  • 2020 guestVoice Program Changes
    • New Look and Feel
      • Branded email with property picture and Bonvoy logo
      • Device agnostic, user-friendly survey template
      • Answer ITRec in invitation to increase participation
    • Updated Metrics
      • Begin collecting ITRec, remove OSAT
      • Elite Benefit Delivery metric added
      • Non value-add verbatims removed
    • Survey Flow
      • All Brand questions on one page
      • Flow changed to set up for future changes
    • Reporting
      • Next generation Medallia ADA compliant reporting
      • Remove above-property weighting to simplify rollups
      • Manipulated surveys removed monthly
    • Scores
      • Scores generally increase with the new survey
      • Goals, accountability, Year over Year include survey change
    • 2020 Accountability Thresholds
      • Acknowledge globally the 2020 GSS Survey Impact on scores
      • For U.S. and Canada, align legacy SPG and MR hotels onto one set of thresholds as committed during Integration
      • For Luxury globally, set appropriate thresholds so that this tier globally is set at levels that consistently exceed guest expectations
    • 2020 guestVoice GSS program changes, including the new Accountability thresholds are effective January 1, 2020
    • mi360 Post
    • MGS
  • Revenue Management Training
    • Sales Activation Workshop
      • One-day, franchise only sales training opportunity available to Marriott brands within the “Premium” and “Select” Tiers  (Full-Service, Select Service, and Longer Stays).  The goal of this workshop is to expose property-level and above-property sales associates and General Managers to the multitude of tools and resources available from Marriott International that can be used to boost revenue, strengthen customer relationships, and drive topline sales.
      • 2020 workshop dates will be published on MGS before the end of the year
    • One Yield Training
      • Two courses crafted for hotel leaders to increase knowledge and adoption of One Yield.
      • Advance User One Yield Training is for certified One Yield users with 6 months experience
      • Hotel Executive One Yield Training is for Topline Executives (non-certified One Yield users)
      • 2020 workshop dates will be published on MGS before the end of the year
    • mi360 Post

Key Recent & Upcoming Dates

Date

Details

Link

Nov. 18
PAST DUE

Take Action on Marriott-Imaged PCS/Tablets nor running Windows 10 to avoid being blocked from the Marriott Network beginning Jan. 8

Effective Jan. 8, any Marriott-imaged PCs or tablets (including all MAC virtual devices) not running a Windows 10 Operating System will be blocked from the Marriott network. Associates with PCs or tablets not running Windows 10 should work with their local iT point of contact (System Manager) or Franchise Technology POC, as appropriate, for assistance or questions on how to upgrade or replace the current device.

MGS

Nov. 22 – Dec. 31

2019 Gift of Travel Campaign

In preparation for the upcoming holiday season, a six-week media campaign will showcase Marriott’s portfolio of brands, loyalty program and benefits of booking direct. The campaign runs Nov. 22 to Dec. 31 and promotes stays Nov. 22 to Feb. 29, 2020. Revenue Leaders should review their retail pricing, paying close attention to holidays, weekends and distressed time periods to ensure they are priced appropriately. There is no cost to participate.

MGS

Nov. 25

Marriott Bonvoy for Associates, Owners, and Franchisees

Starting November 25, associates will be able to participate in Marriott Bonvoy™ as earning members on all stays, including on eligible Explore Program and business travel rates.

MGS

Dec. 1 or Dec. 31

Server 2008

In order to maintain connectivity with the Marriott network beyond Jan. 31, 2020, properties that have not already upgraded their servers to a supported operating system must:

  • Upgrade to Windows Server 2012 or 2016 by Dec. 31, 2019, if possible, or
  • Purchase Microsoft Windows Server 2008 Extended Support through Marriott’s Insight eProcurement portal by Dec. 1, 2019.

The cost for the extended support coverage is $798 per server for one full calendar year. Note: hotels running OPERA PMS must purchase the Extended Support for all OPERA servers on property, regardless of whether the server is connected to the Marriott network.

MGS

Dec. 9

Airport Shuttle Tracker Deployment 

For hotels that opted in to deploy the Airport Shuttle Tracker, GM certification is due in Land-It on Dec. 9 for go live on Dec. 11.

Land-It

Dec. 10 and Dec. 11

Marriott Bonvoy Connector Calls

Connectors should join for the latest program updates and the opportunity to ask questions. Calls are offered on December 10 at 3:00 p.m. ET and December 11 at 1:00 p.m. ET.

MGS

Dec. 16

Meetings Imagined Retirement

In preparation for the site retirement on December 16, hotels should review and update any sales and marketing collateral which may include links, logos, and text related to the MeetingsImagined.com website. The site is no longer accepting new photography submissions and all existing photography will be archived in an asset library.

MGS

Dec. 31

Hotels Must Complete Required Annual Training

Required trainings due by Dec. 31 include, but are not limited to:

•Global Privacy (Course #1007169): Provides a general understanding of privacy, personal information and the laws governing collection, use and disclosure of information. Required annually for all GMs, and any associate who is exposed to customer data.

•Your Role in Preventing Human Trafficking: Recognize the Signs: To promote and support human rights, including human trafficking awareness, this or an alternate training must be completed and recorded by on-property employees. It is available as classroom training (Course #551176) or in 17 languages via eLearning (Course #551161).

  

Dec. 17

Element Rest GM Certification Due

Hotels should have used the Land-It tasklist to implement the new Rest program which includes arrival, evening, and night touchpoints.

Land-It

Jan. 10

FOSSE Hotels Make a Green Choice + Plant a Tree GM Certification

Hotels participating in Make a Green Choice are now required to offer the Plant a Tree option, in addition to offering points as a part of the official Make a Green Choice program moving forward. Hotels will go live with the Plant a Tree option by January 10.

MGS