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May 14, 2021 Owner & Franchise Webinars, Management Company Webinars, FMC Weekly Webinars

May 13, 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, May 13 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

U.S. & Canada Franchise Update | May 13, 2021

Ensure Proper Document Utilized for Commitment to Clean Protocols 

•U.S. Hotels (shared via May 6 U.S. & Canada Franchise Update)

•Canada Hotels: English | French

U.S. Only | Review New Supply Chain Update from Avendra for Current List of Suppliers/Distributors

An updated list will be shared each week. If questions or concerns arise, contact the respective supplier or distributor directly. If questions are not resolved, contact the Avendra Field Support Representative or Customer Service at 866-283-6372 or customerservice@avendra.com. If further help is needed, email U.S. & Canada Procurement or Ask Ops. More information will be shared soon for Canadian hotels.

Canada Only | Complete Equipment Survey to Begin Optional Migration to Chip and Pin
The FreedomPay Chip and PIN solution, which supports secure payments, reduces exposure to fraud-related chargebacks and provides the foundation for future technological enhancements, is now available to eligible properties and supports VISA’s October 2022 Chip enablement requirement. Complete the equipment survey and other prerequisite tasks to be scheduled for deployment which will take place in waves beginning mid-Q3. Opera hotels must complete Chip and PIN deployment prior to their Opera v5.6 upgrade.

Sales, Marketing and Revenue Management Updates

Travel Trends

  1. Traveling again remains a top desire and is directly tied to rates of vaccination.

  2. The returning belief in the safety of travel remains strong.

  3. There will be lasting effects of the pandemic on travelers’ attitudes, and thus consequent behaviors.

Demand Capture: Global Sales Organization Update – U.S. & Canada

Trends:

  • Airline, Entertainment and Sports segments performing well short term
  • Sustainability will be a central theme during 2022 pricing
  • End User Account Asking for Commission: trend in associations getting IATA and retroactively asking for commissions
  • Customers seeking flexibility with definite groups in Q3/Q4 2021 via attrition, overflow block cancellation in order to hold meeting vs cancel
  • Customer concerns around consistency of Commitment to Clean/Connect with Confidence protocols based on how restrictions evolve and differentiate from each market/state
  • Customer concerns about staffing on property – some requesting performance standard clause in contracts

Set Your Hotel Up for Success:

1. Virtual Payment: Ensure Front Desk Team Can Accept All Forms of Virtual Credit Card Payments

2. OneSource Quick Reference Guide for Catching and Responding to leads

3. GXP/EMPOWER: Ensure hotels load property sales contacts. To request access, please use the form found on Identity Center EMPOWER: Guest Experiences (GXP) User Access Form (keyword: GXP). Select user Property Administrator for access to edit the Meetings & Events section of the GXP Account Screen.

4. Special Corporate Pricing: Engage account leader for centrally priced accounts if approached directly by account or by TMC for rate reduction

2021 Upcoming Customer Events: More Information in Sales Companion

Events

Dates/Location

PCMA Educon

July 7-9 JW Desert Ridge Phoenix

The Exchange

Corporate Partnership + Association Masters

August 24-27

Walt Disney World Swan & Dolphin Resort

ConferenceDirect Annual Partner Meeting

September 19-22

Hyatt Regency New Orleans

HPN Global Partner Conference

October 3-6

Hard Rock Los Cabos

IMEX America

November 8-11 Las Vegas

American Express InterAction

December 14-16 Atlantic City

Amplify Your Hotel News

LIVE ON MARKETING CENTRAL

  • Form for hotels to submit noteworthy content such as renovations, packages, events or activations.
  • Content will be shared with various Marriott teams such as Social, PR and Demand Gen teams.
  • Pickup of content will be centrally tracked so hotels can be notified if their content is featured.

Monthly Property Marketing Webinars + Office Hours

  • Property Marketing Webinars (3rd Week of Every Month)
    • Content includes promotional updates, latest on marketing tools and resources, deep dives on various topics, marketing “how-tos” and time set aside for general Q&A
    • May Webinar
  • Virtual Office Hours for Property Marketing Contacts
    • The intent of these office hours is to provide an open forum for property marketing contacts to ask any marketing related questions; there is no formal presentation
    • Upcoming May Office Hours
  • Future webinar and office hour dates will be posted to Marketing Central, distributed to the contacts submitted through the Property Marketing Contact form, and included in the U.S. & Canada Franchise Update.

Ready, Set, Sail – Sales Foundations

What We Heard

  • 1200+ active enrollments in previous classes that don’t work in current environment
  • Need:
    • 100% virtual training option for foundational sales
    • Not cost prohibitive: low barrier to entry for cost/logistics
    • Nimble: allows a user to integrate learning into their work week (not be out-of-pocket selling), and start within week 1

What We’ve Done

  • New offering: READY, SET, SELL
  • Ready, Set, Sell (RSS) will be available for all brands, global approach, 100% virtual (hybrid option available), with new learning methodologies
    • Ran Phase 1 Q1 2021 with franchise sales associates
    • Compared content to previous offerings, gathered feedback, adjusted details
    • Training objective is to master Marriott’s Direct Sales approach

Ready, Set, Sail

What: New! Foundational Sales Program, replacing Access Edge, Sales & Service Foundations, and other sales foundational programs.  RSS content includes Marriott’s Direct Sales Approach, tools, and tactics for selling.

Who: Any individual performing the sales function for a Marriott branded hotel(s).

18%: Increase ability to meet revenue goals; Pilot showcased increased ability to meet revenue goals, compared to peer group without sales foundational training.

Comparing Current to Past Offerings:

 

READY, SET, SELL

ACCESS EDGE

SALES & SERVICE FOUNDATIONS

IMPACT per class

Time to complete class

6-8 weeks

1.5 years on average

4 days classroom + 1.5 days travel

  

Seat Time

30 hours*

122 hours + travel

40 hours + travel

10-100 hours saved per person per class

Costs

$1,500

No coach

No travel costs

$5,000

$2,450 tuition + $1,000 cost of coach + $1,500 travel

$2,950+

$1,450 tuition + $1,500 travel

Average savings
$4,000 per person

Shop call improvement

35%

17%

9%

22%

*There is branching after the class for brand-segment specific information (i.e., selling extended stay, the CRN nuances, etc.). 
Timing for that content may add 1-5 hours, depending on the segment.

Timeline + Next Steps

MSB Franchise – June 14, 2021; Registration link is LIVE!

Full Service – September/October 2021

MILUX – Q4

Interactive E-Menus

Launching May 13

  • Customers can select menu items, build their event, and email selections to the sales/events team
  • Cendyn contracts should be cancelled; properties need to be aware of the auto-renewal and take action to cancel
  • New step-by-step training available on mHUB Learning
  • New Event eMenu Functionality Coming Soon! Register for the launch webinar and/or office hours. All calls are optional.
  • Launch Webinar:
    • Wednesday, May 19 at 3:30 p.m. ET  (Register)
  • Office Hours:
    • Tuesday, May 25 at 3 p.m. ET  (Register)
    • Wednesday, June 2 at 3 p.m. ET  (Register)
  • Meeting + Events MGS Page

Operations Updates

Supplier Update

  • Facing significant supply chain challenges; impacting all industries and our competitors
  • Avendra is supporting customer and non-customer for rooms distribution matters (e.g., HD Supply, American Hotel & Guest Supply)
  • Starting this week, will be sharing updates in the U.S. & Canada Franchise Update

Resources for Hotels

  • Contact:
    • First contact the supplier or distributor directly.
    • Next contact Avendra Customer Service at 866-283-6372 or customerservice@avendra.com.
  • Enhancing buying behavior:
    • Communicate with distributors and suppliers
    • Manage delivery days
    • Allow more time for delivery
    • Reduce bulk orders
  • Review Supplier Update in the U.S. & Canada Franchise Update each week

U.S. Hotels Only: CTC Protocol Updates – Meetings & Events

Need to Address: Provide flexibility for Meeting Planner requests to allow increased capacity for events. Effective May 6, our protocols have been adjusted as follows: 

NEW – Flexibility Provided to Hotels:

If requested by Meeting Planners, hotels can accommodate increased capacity requests with the following stipulations:

    • State/local jurisdiction capacity guidance must always be followed
    • Contract clause requiring meeting planner notification to attendees of capacity adjustments and indemnification of hotels

U.S. Hotels Only: CTC Protocol Updates & FAQs

CTC protocol updates will be shared every 2 weeks:

    • One-page “What’s New” summary of changes with each update
    • Detailed protocols with strikethrough of items no longer required
    • Provided in Weekly Update and live link posted on MGS

Connect with Confidence Meetings & Events:

Learning Reporting Office Hours

  • Have questions about learning reports in the Digital Learning Zone or Learning in mHUB?
  • Join the Learning Reporting Office Hours where experts will be on the line to help!
  • Tuesday, June 1
  • 3-5 p.m. ET
  • Register