Live Loyalty 2018
Marriott Rewards, The Ritz-Carlton Rewards, and SPG are the most powerful loyalty programs in the industry, with over 110 million members globally. Further, as franchised hotels make up 85% of Marriott International hotels in North America, there is incredible opportunity to positively influence the experience of Loyalty members and deliver on the Loyalty Promise by focusing on franchise.
As discussed on recent Franchise Management Company webinars, the Loyalty Promise is driven by the Loyalty Mindset. During the March 9 webinar, the Loyalty Operations team reviewed three best practices to help franchise operators keep loyalty top of mind and reinforce the Loyalty Mindset.
- Understand where you can find your loyalty tools and resources
- The Loyalty Operations page on MGS houses best practices for bringing loyalty to life on property, including the Loyalty Guide and best practices for enrollments and Elite appreciation.
- View the Loyalty Resources Video Tutorial for step-by-step instructions to find all Loyalty performance tools and resources on MGS.
- Understand how loyalty impacts your bottom line
- The most loyal and engaged members pay more, stay more, and cost less to retain than base members. View the Loyalty Mindset Video and hear Arne Sorenson and other Marriott leaders discuss the importance of members and the power of loyalty.
- Reinforce the role of the Rewards Coach and SPG Champion on property
- A property’s Rewards Coach or SPG Champion is a great on-property resource for your loyalty questions. This individual maintains strong knowledge of loyalty, champions training and monitors its completion on property, and serves as the liaison between the hotel and the HQ Loyalty Operations team.
Additional information is available on the Live Loyalty page on MGS, including the Daily Loyalty Topics which can help facilitate loyalty-focused discussions both on- and above-property.
These resources will be shared with hotels via the March 19 Weekly Update. SPG hotels will also receive the 2018 SPG Program, available on MGS, which has been updated to include:
- the 2018 property-fee structure,
- removal of travel professional and executive assistant components for SPG Pro eligibility,
- removal of Cash & Points awards in upgraded rooms,
- and the addition of Hertz partnership.
Any questions about these changes can be directed to your SPG Hotel Coordinator at spg.hotel.support@starwoodhotels.com.
