March 25, 2021 | U.S. & Canada Franchise Management Company Webinar

Merchandising on Marriott.com

Visit MGS for replays of previous calls

•Session 1:  April 6   7 a.m. ET

•Session 2:  April 6  11 a.m. ET

•Session 3:  April 7  3 p.m. ET

•Session 4:  April 7  7 p.m. ET

Current State

Next Steps

Hotel currently has a GM Generic email
(i.e., BrandAcro.MARSHA.GM@marriott.com)

Hotel compliant; no action needed

Hotel currently has a personal Marriott.com email (i.e., firstname.lastname@marriott.com)

Hotel Compliant; provide email via monthly Self-Audit or email Owner & Franchise Communications to ensure communications are received

Hotel currently has a legacy brand extension email

(example: @alofthotels.com; @moxyatlanta.com, @courtyard.com, @fourpointsatlanta.com)

Hotel compliant; no action needed

Hotel does not have access to an @marriott.com email

Review the job aid in ServiceNOW to set up a firstname.lastname@marriott.com email.

U.S. & Canada Franchise Update | March 25, 2021

Complete the Self-Audit by March 31 at 5 p.m. ET; Review Q2 Audit Program Changes by April 1
Hotels that cannot access the QA Site or need to modify access to reflect a different property should use the QA Site Access Guide to submit an access request through Identity Center. Plan ahead as it can take several days for access to be approved and reflected on the QA site. Changes are being made to Self and Virtual Audit content will go into effect on April 1 for Q2 audits. Visit the Global Quality Audit Program MGS page to view all Self and Virtual Audit content, by brand. 

Identify Marriott Bonvoy™ Connector in Land-It by March 31
To support hotel execution of Marriott Bonvoy activities, the Marriott Bonvoy™ Connector role will be reactivated this month. Hotels should identify a Marriott Bonvoy Connector to represent the hotel in Land-It in the same place they would select a Property Coach. This is not intended to be a new role within the hotel, rather a point of contact to help understand and execute Bonvoy program details on property. Hotels should choose an associate based upon their interest in and knowledge of the Marriott Bonvoy program, their ability to engage and partner with other teams and stay connected with hotel leaders. Execution can be shared across multiple associates within a hotel, but a single Connector should be identified via Land-It. If a Connector is not selected, the GM will be identified to fill this role until one is selected in Land-it.

Review and Ensure Compliance with Updated GM Email Standard by May 1
Based on feedback and in order to streamline communications, the standard has been updated and now requires GMs to have an @marriott.com email address. This can include the previously required generic email (i.e., BrandAcro.MARSHA.GM@marriott.com) or a personal Marriott.com email (i.e., firstname.lastname@marriott.com). Review the job aid in ServiceNOW for instructions on how to set up a personal Marriott.com email, if needed. No action is required for GMs who already have access to a generic or personal Marriott.com email. Contact ownerfranchisecommunications@marriott.com with questions.

Luxury + Premium Brands: Update F&B Facility Fields in EPIC by April 8 to Prepare for New Dining Product Launch
Designed to showcase on-property restaurants and bars, a new dining-focused website, the Global Dining Portal is being developed to help drive incremental revenue to restaurants and bars around the world. To ensure restaurants and bars are well represented, hotels are encouraged to use the job aid to review and confirm the below fields are accurate in EPIC.

•Restaurant Name

•Restaurant Short Description

•Restaurant Cuisine 

•Restaurant Phone Number

•Restaurant URL (where available)

•Restaurant Reservation URL (where available)

•Hours of Operation

FOSSE Hotels: Retrieve New FOSSE Password Prior to April 1

Beginning April 1, application and training passwords will change in order to be compliant with Marriott Enterprise Security password standards. Passwords that are used today to access the FOSSE application must be changed every ninety (90) days. Visit MGS to retrieve the new password prior to April 1 to ensure system access is not interrupted. 
As a best practice, FOSSE users should save their work and log out (F5) of their session regularly, so other associates can log in. Additionally, hotels are reminded the nightly audit process should be completed by 2 a.m. local time unless circumstances exist where this is not possible (e.g., hotel is currently closed, system issues are occurring, guest service taking priority). This allows for downstream process to occur with the data that is extracted and consolidated during the nightly audit process.

Date

Details

Link

March 30

PLUS Platform Office Hours Available March 30
Office hours have been scheduled to ensure hotels have the support needed as they transition to the new Digital Media Planner and Campaign Optimizer. Click the link below to join; registration not required. 

•March 30 at 12 p.m. ET (Join | Add to Calendar)

MGS

April 6 & 7

Effective Merchandising on Marriott.com Training Webinar Available April 6 & 7
The webinar will provide more information on ensuring hotel offers are merchandised effectively to increase conversion, ResPath logic for presenting rate and setup tips & tricks to avoid display issues. Visit MGS for the schedule and registration link.

April 7, 20, 22

Selling in a Down Economy Virtual Class Now Available
This optional 60-minute class is designed for sales leaders, team members and GMs interested in improving sales at their property. This course will examine how hotels and the industry responded to the 2008 great recession, lessons learned and share creative sales best practices to build a strong recovery. With approval from your manager, sign up for one of the three options for $15 USD per person. Advanced registration is required via mHUB and spots are limited.

•April 7 at 2 p.m. ET

•April 20 at 11 a.m. ET

•April 22 at 2 p.m. ET

MGS

May 11, 12, 18, 19

Q2 Virtual Mobile, GXP and Marriott Bonvoy Workshop Registration Available
Contact-Lite experiences continue to remain a focus during the recovery process as associates and guests adjust to today’s travel norms. Delivering these services consistently builds guest trust, loyalty and streamline operations. The Digital Guest Experience, GXP and Marriott Bonvoy programs will be continuing the virtual workshop series in May at no cost to associates. Register for the available sessions below: 

•Full Service/Luxury: May 11; 3-5 p.m. ET or May 19; 1-3 p.m. ET

•MSB: May 12; 1-3 p.m. ET or May 18; 3-5 p.m. ET

Date

Details

Link

March 26

Marriott Awards of Excellence Nominations Due by March 26

The Marriott Awards of Excellence were established to recognize the “best of the best” each year for outstanding customer service and corporate citizenship. Use the online process to nominate for the following awards:

•J. Willard Marriott Award of Excellence

•Alice S. Marriott Award for Community Service

March 26

Marriott Digital Services (MDS) Studio Website Products to Require Single Sign-On (SSO) Beginning March 26
​Hotels that purchased one of the MDS Studio products listed below will now require SSO activation in order to edit their content. To activate SSO, submit a request form in the MDS Client Community by following these step-by-step instructions. Once access is approved, Marriott EIDs can be used to log in and edit content. Current logins will temporarily remain active; however, all custom and generic logins will be sunset by March 26. For questions, contact MDS Studio.

•Outlet Site Builder

•One-Page, In-Language Sites

•Custom/Vanity Websites

•Discovery Pages (Enhanced or Multi-Outlet)

•“What to Expect” Cleanliness & Safety Module

March 26

Review Destination Co-Op Marketing Campaigns and Opt-In by March 26 if Desired
Destination co-op marketing campaigns are being launched in select markets to capture summer leisure demand. Hotels can opt-in to the campaigns which will be funded by participating hotels. View the Destination Co-Op Marketing presentation for additional information and opt-in to participate via the survey by March 26.​

March 31

Global Quality Audit Process Updates

•March Self-Audit now available and due by March 31 at 5 p.m. ET. Associates that cannot access the site or need to modify their access to reflect a different property should use the QA Site Access Guide to submit an access request. It can take several days for access to be approved and reflected on the QA site.

•Virtual Audits began Feb. 1 and will continue to take place throughout 2021. Beginning March 15, hotels who do not schedule a Virtual Audit within two weeks of receiving the scheduling email from Deloitte will be assigned a date and time for their Audit. Once scheduled, changes cannot be made to the date and/or time. Hotels that cancel or do not show up for their Virtual Audit will be assessed a $300 fee and the Virtual Audit will be rescheduled. This is consistent with the BSA program, where a hotel would be charged for the BSA if they refused the auditor. Watch the video and review the FAQs for further information on scheduling and expectations. 

March 31

Register to Participate in Internova Appreciation and Connections Week by March 31 
Marriott’s Global Sales Team – Leisure is orchestrating an initiative to help bridge connections between hotels and Internova’s travel advisors. Internova, formerly known as Travel Leaders Group, is one of the largest TMC’s with over 6,000 owned, franchised and affiliated travel agencies, representing more than 65,000 travel advisors worldwide. Participating hotels will partner with other participating hotels in their market to host a virtual or in person event during the week of April 19 – 23. Further details on logistics, best practices and examples will be sent to registered hotels during the first week of April.

April 1

Explore Program Updates Room Rate Changes Coming April 1

•​Room rates for reservations booked using the Explore Rate (MMP) code will increase $4 to $10 per room night (Explore Friends Rates (MMF) are not impacted). The increase varies by brand and may differ for Resorts. Reservations made prior to April 1 will be honored at the reserved rate. Revenue Managers will receive information directly on implementing this change. ​The HR Policy (BEN-21) has been updated to reflect the changes.​

•Functionality to Suspend Associate Explore Rate Privileges: Hotels now have the ability to enter Explore rate suspensions into mHUB for associates who violate program rules, as outlined in the new Global Room Rate Discount Policy – Franchise, Owner & Licensee Associate Suspension (BEN-21B) (HR-238) standard. In the event an associate violates the Global Room Rate Discount Policy (BEN-21) (HR-075), the General Manager at the associate’s home property or location should determine if the associate’s discount privileges should be suspended.

April 2

Review 2021 American Hotel & Lodging Association (AHLA) and Hotel Association of Canada (HAC) Assessment Details; Opt Out by April 2 if Desired
Since the pandemic began, AHLA (U.S.) & HAC (Canada) have been working diligently to represent the lodging industry and lobby for relief for hotels and associates. All hotels are encouraged to participate in the annual membership in support of these critical efforts. As communicated in December 2020, Marriott will be facilitating a per-room assessment on behalf of our owners and franchisees, which will be remitted directly to AHLA and HAC.

•U.S. Hotels: The 2021 assessment is $5.00 (USD) per room for Luxury hotels and $4.50 (USD) per room for all other brands. Hotels are encouraged to view AHLA’s 2020 accomplishments and the overview of AHLA property membership benefits. Those not wishing to participate may complete the opt-out form.

•Canada Hotels: The 2021 assessment is $2.00 (CAD). Hotels are encouraged to view the overview of HAC property membership benefits. Those not wishing to participate may complete the opt-out form.

The assessment will be billed to hotels in the June OFB invoice (received in July 2021). Hotels not wishing to participate must opt out by April 2 or they will be considered participating.

April 8

Resources Now Available to Support Global Meetings Industry Day (GMID) on April 8
Review the new resources on MGS and leverage the assets to help engage with customers virtually or in-person. GMID was created in 2016 by the Meetings Mean Business coalition to raise the profile of the meetings and events industry. Since launch, Marriott has been an active supporter of this initiative by having associates join local GMID events or hosting our own events to celebrate the importance of the meetings and events industry.

April 15

2020 Income & Expense Statements Needed for Revenue Based Fee Audit (RBFA)
Marriott International is preparing to conduct the 2020 Revenue Based Fee Audit, in which the year-end financial statements are compared to the actual fee invoices billed to ensure accuracy. On March 16, finance and/or main account contacts, as well as OFB contacts, of franchised hotels in the U.S. & Canada received an email from Marriott International Revenue Services requesting 2020 Income and Expense Statement(s). Note: monthly P&Ls are required for Canada hotels due to exchange rates. Hotels should work with their above-property and OFB contacts to ensure the Administrator(s) who will be responsible for assigning and maintaining users and uploading P&L statements within the P&L document submission tool are submitted by April 15.

MGS

April 30

Updated COVID-19 Public Space Signage Now Available

The COVID-19 public space signage related to protocols and standards has been updated and consolidated to provide more consistency for guests and ease of use for associates. Segment-specific placement guidance and signage packets are now available on MDAM and MAL to make it easier to print high-priority signage locally, if needed. Guidance for temporary FF&E and interiors interventions are also consolidated into a separate guide on MGS. Hotels that have not printed signage, have worn out signage, or have signage that does not align to the guidance provided should plan to print at least high-priority signage by April 30.

MGS

May 31

Cancellation Policy Extended Through May 31
Marriott International remains committed to ensuring customers experience flexibility during these challenging times. Flexible reservation policies are being extended through May 31 for hotels worldwide. Refer to the Cancellation Policy Message and FAQs for details.

MGS

Ongoing – June 24

2021 Leisure Recovery Offers Extended; Now bookable through July 5
Refer to the survey for a list of recommended offers and respective rate codes. If you are opting in for the first time, Topline Teams should ensure rates are loaded in HPP.  If your hotel previously opted in, confirm your set up in HPP is correct. Current offers are now bookable through July 5 with stay dates through September 6, 2021 and will be supported by email marketing, paid social media, placement on marriott.com and public relations support at no additional cost. Hotels can use the opt-in survey through June 24.  Submissions made before Wednesday at 5 p.m. ET will be added to marketing channels each Thursday throughout the booking window.