Elite Arrival Mystery Shop Program
Full Service Franchise Management Company Principals,
Marriott continually works to maintain relevance with our current and future customers, which includes retaining Elite member preference, strengthening the perceived value of the Marriott Rewards program, and ultimately driving customer lifetime loyalty. With the recent launch of new Marriott Rewards Elite Benefits, we are particularly focused on enhancing the Elite Experience for our most loyal guests.
Results in guestVoice have provided us with insight into how guests rate the service they receive on-property, and remind us that Check-In Experience is a key driver for Overall Guest Satisfaction. In order to assist our franchise partners in improving the arrival experience for their Elite guests, we will now offer franchised Marriott, Renaissance, Delta, Autograph, and JW Marriott hotels the opportunity to participate in Marriott’s Elite Arrival Mystery Shop program. The purpose of this program is to evaluate compliance, consistency, and execution of new and existing Marriott Rewards Elite benefits as well as core service standards. While there is no charge to participate, hotels opting in to this program would be required to cover the auditor’s room and tax for the stay, as well as certain incidental charges.
Details, including timing, costs, and the process to opt in, will be distributed to franchised hotel GMs via the June 20 Franchise Weekly Update. We encourage hotels to leverage this program to provide a higher level of service in order to positively impact their property’s Overall Guest Satisfaction and Elite Appreciation scores.
Thank you for your commitment to delivering an exceptional guest arrival experience at your hotels. If you have any questions, please reach out to Jennifer Laughner.
Kind regards,
Kip Vreeland
SVP, Full Service Franchising
