EID Registration & Help
September 10, 2020 Owner & Franchise Webinars, Management Company Webinars, COVID-19 FMC Webinars, FMC Weekly Webinars

September 10, 2020 | Franchise Management Company Webinar – COVID19

Publication of new Owner & Franchise Communications on mi360 continues to be temporarily suspended. Important information is communicated to owners, franchisees and franchise management companies through other channels including the weekly Americas Franchise Update email, Franchise Management Company webinar, and monthly webinar for Marriott Managed Owners in the U.S.

Thank you for joining us on Thursday, September 10 for the Franchise Management Company Webinar – COVID-19. If you were unable to join, a recording and PDF of the presentation are now available (EID and password required).

This webinar covered COVID-19 updates and resources, including:

Resources and Reminders

Visit the Americas Reopening and Recovery Resources page on MGS for the latest Americas Franchise Update and additional information.

Sales, Marketing and Revenue Management Updates

  • “Fall for Travel” Targeted Offer 
    On Sept. 18, a direct email will be sent to Marriott Bonvoy™ Basic Members and non-members to capture stays between Sept. 18 – Dec. 30. Targeted members who book between Sept. 18 – Oct. 1 will be offered a 15% discount.  There is no additional cost for hotels to participate, and this rate offer exists at most hotels already. Hotels that do not wish to participate may opt-out by blacking out the rate in High Performance Pricing (HPP). Hotels that do not have the rate offer loaded already, and who wish to participate, will need to pull down the TOP Discount rate offer and load it in HPP per the directions outlined in the brief sent to HPP contacts. Questions: RMFieldSupport@Marriott.com.

  • A preview of Work Anywhere with Marriott Bonvoy™ was shared, with additional details to follow.

  • Updated Marketing Recovery Toolkit
    Reference the updated Marketing Recovery Toolkits (U.S. | CAN) to review offers and demand generation strategies. All offers have been extended for booking through Dec. 31 and stays through April 4, 2021.

  • Distribution Channels for Recovery Efforts
    Review the memo and consider implementing available opportunities to drive revenue recovery through Marriott’s diverse direct and indirect channel network while avoiding non-approved tactics that may undermine the returns of your recovery efforts.

Operations Updates

  • U.S Only | Chargeback Guarantee (CBG) Program for Mobile Key Hotels Reimbursement Launches Oct. 15
    In order to provide hotels with the comfort to send Mobile Keys to guests before arrival while reducing the risk of chargebacks for Card Not Present (CNP) transactions, Marriott Finance and the Mobile/Digital team will be introducing an interim solution to hotels in the U.S. on Oct. 15 until other above property payment and anti-fraud tools are available to hotels.

    Mobile Key hotels that meet certain eligibility criteria can participate in the CBG program, eliminating any chargeback costs from affiliated Marriott Bonvoy™ Elite Members (Silver and above) who use Mobile Key. Property finance leaders should:

    • Review the one-pager which contains a general program overview.
    • Register for Office Hours on Oct. 15 or Oct. 22 at 3 p.m. ET to ask questions about this program. Additional FAQs will be provided in the upcoming weeks.
    • View your hotel’s current Mobile Key Delivered Performance report and meet with operations leaders to discuss eligibility based on the criteria outlined in the one-pager.
      • Important: Hotels with a Mobile Key Delivered metric percentage under 85% should review resources on MGS. Refund requests will not be accepted if hotels performance is below the threshold criteria.

There is no action needed to opt in for this program. All hotels in the U.S. offering Mobile Key are eligible to participate in this program if the property performance and guest criteria is fulfilled. For additional information, register for the upcoming office hours or visit the Mobile Key MGS Page and review the Chargeback Guarantee Program section.

Key Reminders for Hotels:

  • Now: Each Cleanliness Champion should have completed the Cleanliness Champion Recognition Knowledge Check, which should have been automatically assigned in the Digital Learning Zone (DLZ). If you have not completed the Knowledge Check, please do so today. If it was not assigned to you, take the following steps to self-assign. 
  • Sept. 10: Take five minutes and complete this brief survey to share your feedback on the Commitment to Clean training and deployment resources that you have received to date. Your responses are completely confidential and will not be shared individually.
  • Sept. 13–19: Each year you are encouraged to recognize your Housekeeping teams – and other partner disciplines – as part of International Housekeeping Week. This year, recognition is especially important as housekeeping teams are at the forefront of our Commitment to Clean program. Review available resources on MGS.
  • Sept. 30: All open hotels must complete the September Commitment to Clean Certification by 5 p.m. ET. (Hotels that open after Sept. 15 do not need to submit this month.) For a faster, easier way to complete your Certification, download the QA app (also called “Deloitte TrueView”) if you don’t already have it. To learn more, review the FAQs for more details or email qa@marriott.com.

Please also note the following resources: