February 10, 2016 Owner & Franchise Communications

‘Shaping Service’ Training Program Launching Throughout 2016

Please note that brand-specific content will be communicated to hotels via the Weekly Update as each brand launches the Shaping Service program.

As Marriott continues to refine and evolve training programs, we would like to announce a new program which will replace existing CFRST guest services training and make learning more engaging. Shaping Service is a comprehensive onboarding and service learning program designed to help team members at CFRST hotels deliver exceptional guest experiences. Available through myLearning, the Shaping Service program revises current content to align with new consumer positioning and ensures adequate focus on each brand’s target guests. Existing associates will be required to complete the brand-specific modules and new hires must complete the full program.

The Shaping Service program will be launched by brand. Below is the current timeline with brands and launch dates:

Residence Inn – March 15, 2016
Fairfield Inn & Suites – June 2016
Courtyard – August 2016
SpringHill Suites – September 2016
TownePlace Suites – Late 2016 / Early 2017

To learn more about the Shaping Service program, including requirements, impact, tools and resources, dates to remember and FAQs, please visit MGS.