Mobile Guest Services Standard Updates
Mobile Guest Services enable loyal members to engage with hotels, making travel easier, more convenient, and more enriching. Marriott’s mobile services are designed to develop even deeper, more loyal relationships with guests to enhance the value of the Marriott system.
To ensure we are meeting guest expectations and delivering on the value of Mobile programs, effective January 1, 2018, hotels will not be required to have digital signage for Mobile Check-In; however, if properties choose to continue using digital signage, they must use Marriott-approved imagery. Digital signage will continue to be included in the 2017 BSA for Marriott Rewards hotels.
Mobile Requests is planned for inclusion in the BSA beginning Q1 2018 for both FS and MSB Marriott Rewards hotels. The Mobile Requests brand standard has also been updated to include all hotels using the Guest Experience Platform (Salesforce). Previously, only hotels using Guestware were included in the brand standard. For MSB hotels, properties must respond to Mobile chats within 15 minutes. For FS hotels, properties must respond to Mobile chats within 4 minutes.
As previously communicated, with the launch of SPG Mobile Check-In, SPG hotels were included in the Mobile Check-In/Check-Out brand standard. As we continue to monitor and evaluate Mobile Check-In/Check-Out for SPG hotels, we will provide further information as details surrounding BSA inclusion become available.
For more information, visit the Mobile Guest Services page on MGS or contact mobileservices@marriott.com.
