Shaping Service Implementation Update | December 2016

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Franchise Management Companies | It’s been just over a year since we shared the Shaping Service Implementation plan, and we are well on our way to ensuring that every associate understands and embodies their brand’s culture and expectations for service delivery. Since RI first launched Shaping Service in June of 2016, over 17,000 associates have completed training at just under 3,000 hotels, and this number is growing daily now that all five CFRST brands have launched the program.

Compliance Timeline Extended

While the program has received high marks for onboarding and detailed training resources, we have heard concerns – due to competing priorities – about training all incumbent associates by the target launch dates. As previously communicated, to alleviate stress on hotels, we relaxed the BSA start dates for GMs and associates.

Brand	BSA starts for GMs & New Hires (approximately 3.5 months to complete)	BSA starts for Incumbent Associates (approximately 6 months to complete)
RI	7/1/2016	1/1/2017
FF	10/1/2016	4/1/2017
CY	12/1/2016	7/1/2017
SHS	1/1/2017	7/1/2017
TPS	3/15/2017	10/1/2017

Update Shared with Hotels via December 19 Weekly Update

The Year-End Review & Update reinforces new tools, provides a summary of resource links, and clarifies BSA requirements & timing. Above-property leaders can access all program resources and updates by signing up for the brand-specific Service Collaboration and Share sites. Refer to the Year-End Review & Update to learn how to gain access.

Remind Hotels to Update Land-It Compliance Checklists

Self-reported Land-It compliance is stronger for MxM than franchised hotels, and as would be expected, compliance is strongest among the brands who were the first to launch the program (RI and FF). Please remind your hotels to update their Land-It checklists when a task is completed.

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BSA for Residence Inn is Encouraging Given Implementation Challenges

The BSA began for Residence Inn in July of 2016. Since then, 56% of the 310 GMs participating in BSA have completed their training by the specified completion date, and 71% of 152 new associates participating in BSA completed the training on time. We anticipate that BSA performance will show continued improvement now that classroom training options are available and Residence Inn iPads have been delivered.

Thank you for your partnership on this service journey and for keeping Shaping Service a top priority in your hotels.