The guestVoice Guest Satisfaction Survey (GSS) program is evolving to keep up with the increasing needs of guests, the launch of Marriott Bonvoy™, and the need to stay competitive in the travel marketplace.  In January 2020, we will be making some changes to the GSS program, including the modernization of the Guest Satisfaction Survey. Key...… Read More

Marriott’s Global Quality program measures customer experiences and hotels’ compliance with brand and operations standards in order to hold hotels accountable for performance in support of Marriott International’s vision to be “the World’s Favorite Travel Company.” This effort helps to protect brand equity and owner investment across the portfolio. As you know, Marriott’s Global Quality...… Read More

The guestVoice and Global Quality programs are vital to ensuring the health of Marriott’s brands and the continued loyalty of our guests. The programs continue to evolve based upon learnings from consumer insights, industry standards, and historical performance trends, as well as Marriott’s changing needs. For the Marriott portfolio of hotels, the following changes will...… Read More

The Quality Assurance program is vital to ensuring the health of Marriott’s brands and the integrity of standards across the system. The program continues to evolve based on feedback from hotels, owners and franchisees, as well as identified performance deficiencies requiring increased focus. Based on feedback and deficiencies, effective January 1, 2016, Marriott will launch...… Read More

Franchisees | Marriott is committed to ensuring that guest expectations are consistently met across our global portfolio of brands. A key process for managing quality assurance is the Guest Satisfaction Survey (“GSS”) system, and the integrity of the GSS system is based upon the ability to survey a representative sample of guests for each hotel....… Read More