April 29, 2021 | U.S. & Canada Franchise Management Company Webinar
| 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, April 29 for the U.S. & Canada Franchise Management Company Webinar. 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:
Key Actions
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U.S. & Canada Franchise Update | April 29, 2021 |
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Review New Global Accountability Thresholds + Complete Self-Audit by April 30 at 5 p.m. ET •GSS ITRec Thresholds: The thresholds, which will define a property’s Accountability Zone for the July – December 2021 tracking period, are now available for the Green, Clear and Yellow Zones (in addition to the previously communicated Red Zone threshold). •April Self-Audit: Due by 5 p.m. ET on April 30. |
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Ensure Front Desk Team Can Accept All Forms of Virtual Credit Card Payments •Sertifi is not the only option to accept Virtual Credit Card Payments. •Virtual Credit Card suppliers with similar processes (e.g., GraspPAY, Conferma, Wex, CSI) should be accepted at the Front Desk without going through Sertifi. |
Sales, Marketing and Revenue Management Updates
May Revenue Management Training Webinars
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Strategies & Tactics for Working with Third Party Distribution Channels |
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Visit MGS for schedule and registration links |
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•Session 1: May 11, 7 a.m. ET •Session 2: May 11, 11 a.m. ET •Session 3: May 12, 3 p.m. ET •Session 4: May 12, 9 p.m. ET |
Virtual Credit Card Payments
ACTIONS NEEDED: Based on customer feedback, hotel action is needed to ensure Front Desk teams can accept all forms of Virtual Credit Card payment for Global Sales account customers.
- Follow action steps and ensure the Hotel Fax Number in EPIC is correct to receive authorization forms.
- Hotels should accept Virtual Credit Card suppliers with similar processes (e.g., GraspPAY, Conferma, Wex, CSI) outside of Sertifi to meet customer expectations; all details available on MGS.
FEEDBACK FROM CUSTOMERS: The Sales support team at HQ is getting feedback from our valuable Global Sales accounts, including Disney and Fox, that some hotels in the Marriott portfolio are not equipped to accept virtual credit card payments, and therefore, are unable to provide a seamless experience in processing these payments.
- Global Sales Accounts guarantee payment for corporate virtual credit cards via the secure automated authorization form provided to hotels, and many of our business travelers are required by their companies to submit travel expenses this way.
- Sertifi is not the only option to accept Virtual Credit Card Payments.
- Customers will redirect business to other hotels if Marriott brands are non-compliant.
Consumer Email Marketing Standard
Active Lead Catchers
- All Properties should have the following active Lead Catchers; submit SNOW Ticket to change or activate new Lead Catcher(s):
- Response Manager
- Internet Response Manager
- Quick Groups Response Manager
Lead Response & Management
- A quote should be created even if it is to be turned down
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Suggested Customer Response Times |
<100 rooms |
100+ rooms |
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Arrival inside of 6 months |
6 business hours |
13 business hours |
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Arrival outside of 6 months |
10 business hours |
25 business hours |
Knowledge Resources
Application iHelp
Refer to iHelp for step-by-step instructions on key tasks
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- Access iHelp Topics common to the screen in which you are working by clicking the How Do I icon
- Access the iHelp Index: Navigate>Go To iHelp Map from the Toolbar
SNOW Knowledge Base (KB Library)
Use ServiceNow (SNOW) to find KB articles, FAQs, and Guides
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- Go to SNOW Portal and search by keywords or phrases
Digital Learning Zone (DLZ)
Continue to refresh your knowledge by accessing the comprehensive training available in the DLZ
PDF Accessibility Service
Goal: to help hotels remediate (or “fix”) PDFs that are not accessible/ADA compliant.
Solution: MDS, is coordinating with a third-party vendor AbleDocs, and will now remediate non-accessible PDFs prior to hotel website upload.
Cost: $7 per page will be charged to the hotel via Marriott’s internal billing process (i.e., a 3-page PDF will cost $21).
Compliance: 100% ADA compliant* PDF will be returned to submitter within 48 hours with ‘proof of compliance’ report and liability insurance up to $10 million per occurrence.
PLEASE NOTE: All PDFs must also meet Marriott’s Standards & Quality Control Guidelines. Any PDF that is remediated for accessibility but does not meet these other guidelines will still be rejected.
*PDF/UA standards as defined within ISO 14289-1/2 and as required by the American with Disability Act & US Section 508 of the Rehabilitation Act (ADA) and (Section 508).
New PDF Submission Process
- Where? MDS Client Community • mds.marriott.com
- When? Available beginning today, Thursday, April 29
- One-Pager + Step-by-Step Instructions Available on MGS
Operations Updates
Endless Summer Playbook
- Leisure Mindset for an ‘Endless Summer’
- ‘All In’ Preparation and Pre-arrival – Total Hotel
CTC Protocol Updates & FAQs
Commitment to Clean Protocols will evolve to reflect our changing operating environment in line with public health and business needs.
Updated bi-weekly with Associate, Guest, and Operational protocols. Each update will include:
- Frequently Asked Questions
- What’s Required
- Where Hotels Have Flexibility
- What’s No Longer Required