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October 8, 2020 Owner & Franchise Webinars, Management Company Webinars, COVID-19 FMC Webinars, FMC Weekly Webinars

October 8, 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 U.S. & Canada 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, October 8 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

Civil Disturbance Preparedness
U.S. Hotels are encouraged to review the resource that was provided to Managed by Marriott hotels that includes items to consider during times of civil unrest. Hotels, particularly those in city center locations, may want to consider re-connecting with law enforcement. 

System Access Management & Security Services
Safeguarding access to Marriott systems and applications is fundamental to the protection of Marriott company information and data. This month, we are focused on the following security-related topics with a lens on systems access, services, and resources. 

  • Introducing Identity Shoppe, Marriott’s modernized platform to streamline systems access requests and password management. The platform, which provides more user friendly and expanded functionality, will replace IDentity Center, Password Challenge, the Franchise Access Portal, and Access Certifications over the coming months. Hotels should review details and take action to prepare, including tailoring their password recovery security questions ahead of the new Password Management Tool launch.  
  • Information Security Services provides a consolidated point of entry for a variety of security-related services and offers access to resources that promote desired behaviors.
  • Q3 Security Awareness Materials are available to assist hotels in managing digital wellbeing, promoting good cyber habits through reinforcement of secure behaviors, and encouraging use of additional security-related resources throughout October National Cybersecurity Awareness Month. 

The full update with additional details is available on MGS. 

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

Sales, Marketing and Revenue Management Updates

Inventory Changes for the Enhanced Reservation Solution (ERS)

Designed for hotels that use Opera PMS & FSPMS and are already on ERS, Inventory Changes enables a hotel to make changes to inventory due to renovations, customer or associate feedback, errors in initial setup, etc. It also enables the ability to add new attributes or room pools that can be presented or priced and guaranteed for increased customer satisfaction.

Hotels should complete the ERS Inventory Changes Request form and the ERS team will slot them for an upcoming wave. Hotels should expect a period of 2-6 weeks to complete this process and will be assigned an Implementation Manager. There is no cost unless the changes require additional or new photography.

If you are interested in your hotel moving to ERS, please work with your General Manager and contact the ERS team at ERSTeam@marriott.com. The next wave will begin on October 20 and will activate in March 2021.

Q4 Double Take Group Sales Closing Tool

Three editable sales flyers promoting Double Marriott Bonvoy™ points are now available to assist sales teams in closing group agreements. This offer is valid for contracts signed by Dec. 31 for meetings held now through Dec. 2022. Hotels may use this promotion at their discretion and are responsible for the cost of points awarded to clients. 

Visit MGS to download and customize the flyers.

Rebooking Guidance for Previously Contracted Groups with 10% Commission

Hotels are encouraged to review the updated guidance regarding rebooking events that were previously contracted at a 10% commission rate.  A 10% commission can be extended on rebookings under conditions listed below through December 30.

  • If the event does not meet all of the parameters below, 7% commission will apply for hotels in the U.S. and Canada.
    • Original contract reflected a 10% commission (e.g., signed prior to March 31, 2018)
    • Event canceled due to the Coronavirus
    • Event is not a “citywide” event.
    • Event is rebooking for 2020, 2021, or 2022 arrivals.  Any groups outside of 2022 or are Citywide Events are not eligible, and the new booking should be booked with 7% commission.
    • Any agreement that met all of the above conditions and closed between October 1-8, 2020 may be amended to receive the 10% commission, if approved by the hotel
  • The honoring of the 10% under the above circumstances is recommended, but not mandatory.  If the hotel wants to rebook at 7% due to business reasons, this a hotel decision. 

Operations Updates

Commitment to Clean Certifications

Commitment to Clean Certifications results are posted on the QA website for Franchise Management Companies and hotels to review. The next Commitment to Clean certification is due by Oct. 31 at 5:00 p.m. EST.