EMPOWER: Guest Experiences Platform | Q1 2018 Pre-Launch Deployment Activities
Moving forward, the Guest Experience Platform formerly known as GXi will now be referred to as EMPOWER: Guest Experiences. For a period of time, materials may still reference GXi until resources have been updated.
EMPOWER is the unified brand name for Marriott’s Customer Relationship Management ecosystem. Built on the best-in-class Salesforce Solution, EMPOWER incorporates distinct, yet interconnected, areas of Marriott’s business including on-property modules (Guest Experiences), Customer Engagement Center modules (Customer Engagements) and Account Relationship Management modules (Sales). Sharing the same platform allows us to capture all touchpoints of the customer journey, connect all brands, share relevant data and elevate the global guest experience in one integrated ecosystem.
EMPOWER: Guest Experiences is the enterprise-wide solution that will replace all other guest relation tools currently in use across Marriott Rewards and SPG hotels (excluding MVW and Protea). With this technology, hotels can perform enhanced pre-arrival planning, track incidents and service requests, and dispatch requests to mobile devices in real-time. Hotels will now receive and act upon Mobile Guest Requests through this new platform. This technology also enhances connections with guests by turning granular customer information into actionable insights, which will ultimately drive the Loyalty Mindset.
The platform replaces Guestware, StarGuest, and Mystique through an iterative deployment approach, and is intended to become a global brand standard for Managed by Marriott (MxM) and franchise hotels by Q1 2019.
For additional information, visit MGS.
Q1 2018 Pre-Launch Deployment Activities
In preparation for deployment for Marriott Rewards properties this quarter, critical pre-launch activities must be completed by Opera PMS properties via an Opera Upgrade and OXI installation.
- Properties not on OPERA v5.0.04.01 epatch 29 (5.4.1.29) or above need to complete OPERA upgrade and OXI installation.
- Properties on OPERA v5.0.04.01 epatch 29 (5.4.1.29) or above need to complete OXI installation only.
Failure to complete these pre-launch activities will significantly delay deployment of the platform and Marriott’s integration efforts to pull through loyalty benefits by Q3 2018. Details and information on pre-launch activities, list of hotels that require an Opera upgrade, and guidelines and critical steps can be found on MGS. Specific pre-launch instructions have been provided to properties via the Dec. 18 Weekly Update.
We ask that you encourage your hotels which plan on launching GXP in Q1 2018 to complete these critical pre-launch steps to minimize risk of a delayed deployment, and to position the hotel for the above-mentioned Q3 loyalty benefits.
The Guest Experiences Platform Team will continue to provide ongoing communications on our efforts to keep you informed. Additional information regarding this launch can be found on the GXP MGS Page. Should you have any questions, contact GXi@Marriott.com and/or your for actions regarding OPERA Upgrade and OXI install.
