June 3, 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, June 3 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 | June 3, 2021 |
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Ensure Execution of Commitment to Clean Requirements; Attend Cleanliness Champion Office Hours on June 10 U.S. & Canada | Ensure Hotel is Executing Brand-Specific Housekeeping Guidelines As Outlined in the Housekeeping Model Playbook: Updated housekeeping model is based on guest choice and delivery is key to guest satisfaction. Attend Cleanliness Champion Office Hours on June 10 at 12 p.m. ET (Join: Leaders will answer questions related to the Operating Protocols (U.S. | Canada English | Canada French). Note: This will replace the previously communicated June 17 session. |
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POSReady7 Operating System: Buy Extended Support by July 12 or Replace System Before End of Life on Oct. 12 |
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Canada Only | Recommend Flying Flags to Fly at Half-Mast Through June 8 |
Sales, Marketing, & Revenue Management Update
Topline Trends
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Recovery pace is varied globally; however, travel intent continues to pick up heading into the summer season, particularly in the U.S.
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Consumers’ approach to travel planning has shifted as a result of the pandemic.
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Traditional decision-making drivers are becoming top-of-mind again as consumer confidence increases.
TravelClick/Amadeus Demand360 Training (for current subscribers)
Learn best practices in Demand360 to identify market share opportunities by segment, changes in distribution and booking trends signaling recovery.
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- Monday, June 14, 4:00 p.m. ET
- Marriott to partner with Amadeus’ Director of Business Intelligence for Demand360, which provides comprehensive forward-looking demand data
June RM Training Webinar
Tools & Resources to Analyze Results of Rate Offers
Visit MGS for schedule and registration links
Session 1: June 8, 7:00 a.m. (ET)
Session 2: June 8, 11:00 a.m. (ET)
Session 3: June 9, 3:00 p.m. (ET)
Session 4: June 9, 9:00 p.m. (ET)
New OneSource Resource
OneSource Response Managers should download the new OneSource Opportunity and Quote Management Quick Reference Guide.
This concise resource reflects the new streamlined Property Response Process.
Marriott’s Business Transient Objective
Grow Profitable Share of Account’s Transient Business
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- Increase “shelf space”
- Identify emerging needs/market
- Align gap markets with new hotels
- Utilize available traveler marketing opportunities
- Synergize hotel promotions
- Leverage loyalty enrollments and promotions
Gap Analysis
Comprehensive Tool with multiple data points used to align opportunities to grow accepted hotels in customer travel programs
Tool provides multiple views for analysis
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- Account Analysis provides a view by hotel with filters to focus on individual hotel opportunity for the account
- Market Share Analysis provides a view to highlight opportunities to grow share by market
- New Opening Hotels provides a single view to highlight opportunity to grow share with newly opened or opening hotels
The Gap Analysis Tool is used quarterly to highlight hotels during customer discussions as well as prior to RFP launch to surface hotels to customers for inclusion in annual bid process
BT Best Practices: Hotel Sales Efforts
Understand accounts, market potential, and customer buying behaviors
- Review BT Best Practice Checklist & BT Segments
- MARrfp:
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- SAPP (Business Travel Module/BT Overview Page)
- Nearest Account Facilities (under Reports)
- Top Travel Markets (under Reports)
- Load courtesy rates
- Investigate GDS Marketing opportunities
- Target potential Industry events for participation
- Visit company & competitor websites
- Set up Google Alerts
Ensure Your Hotel is Up-To-Date in MESH + SRO Tracker
**Hotels should complete the SRO Tracker in MESH by June 30 to prepare to respond to BT RFP questions
Three key data points needed to be considered complete:
- Energy Data must be validated [2016 + 2020]*
- Water Data must be validated [2016 + 2020]*
- RO Tracker questions must be 90% or more answered
*unless hotel was not open
To confirm if hotel has validated data, there is a dedicated dashboard for each hotel on MESH + SRO % on the main dashboard
Inventory Changes for LightSpeed Hotels
Reminder: ERS LightSpeed Hotels in the US and Canada can now make inventory changes in order to capture additional revenue.
Webinar Series: The Benefits of ERS
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Date |
Day |
Time |
Teams Live Join Link |
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June 8, 2021 |
Tuesday |
11 a.m.-12 p.m. ET |
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June 8, 2021 |
Tuesday |
3 p.m.-4 p.m. ET |
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June 10, 2021 |
Thursday |
11 a.m.-12 p.m. ET |
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June 10, 2021 |
Thursday |
3 p.m.-4 p.m. ET |
Recent Survey Feedback
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- “We have been able to sell our concierge rooms the way we want without using a work around.”
- “It’s easier for guests to select the type of room they want.”
- “We have been able to correct pricing issues.”
“We can sell our high floor rooms separately for incremental revenue.”
ERS Inventory Changes Participation
ERS LightSpeed hotels in the U.S./Canada are asked to respond to let the team know if they are:
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- READY NOW?
Submit an Inventory Changes Request Form
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- NOT REQUIRED?
If there are no inventory changes to make, indicate using the ERS Inventory Changes Deferred Participation Form
Process Support
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- 18-40 hours of effort divided between Revenue Management, Front Office/Operations, and Photography – heavily dependent on complexity of hotel specific changes
- Every hotel that participates in an upcoming wave will be assigned an Implementation Manager to make the process simple and efficient. Additional resources have been added for this rollout, please take advantage!
- The ERS team has also developed a new, sophisticated online tracking tool to walk the hotel through each step, ensuring a clear and efficient process.
Operations Reminders
U.S. Face Coverings Signage:
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- Former signage requiring face coverings for all guests may be removed at hotel discretion (unless still required local and state law).
- If former signage is removed, hotels should print and replace with new signage in high traffic areas – at a minimum at the front entrance, front desk, and lobby level elevator landings.
- New signage can be printed locally or by one of the Marriott-provided vendors (minimum size 8.5 x 11”).
Housekeeping Execution:
Hotels must follow the modified approach to Housekeeping outlined the Housekeeping Model Playbook including:
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- Hotels should seek guest preference for housekeeping as part of pre-arrival/arrival communications (all hotels, all brands);
- In Luxury hotels, when the guest’s preference is unable to be determined, daily service should be continued as the default;
- In Premium and Select hotels, when the guest’s preference is unable to be determined, daily service should not be provided as the default
- In all cases, guest requests to include or discontinue housekeeping should be delivered during their stay.
Cleanliness Champions should attend Office Hours on June 10 at 12 p.m. ET for Q&A on adjustments to all CTC protocols