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November 29, 2018 Integration Updates, Management Company Monthly Recap

November Monthly Integration Recap | SPG Hotels

Franchise Management Companies | Below is a recap of the key changes shared with – and tasks asked of – SPG branded hotels related to the integration this month. We appreciate your support in ensuring your hotels remain informed and engaged throughout this process.

As part of our continued effort to keep hotels informed, SPG hotels will continue to receive weekly email content via The Check-In, and Change Crews will have the opportunity to participate in weekly integration webinars. The weekly integration Change Crew webinars, segmented by Reservations Platform cutover wave, are held each Tuesday. Properties continue to receive details and registration information via the Weekly Update.

Franchise management company contacts also have the opportunity to participate in twice-monthly webinars which are held on the second and fourth Friday of each month at 2 p.m. ET. Stay tuned to the weekly mi360 RUNDOWN for details, which will be shared the week prior to each webinar.

 SUMMARY OF THIS MONTH’S KEY ACTIVITIES 

  • Reservations Platform Cutover Update
  • Loyalty Update: Prepare for New Collateral in 2019
  • Elite Benefits Guarantee
  • Consumer Email Marketing Standard
  • 2019 Fam-Tastic and Plan-Tastic Program Participation
  • Sertifi Deployment
  • 2019 GSS & BSA Thresholds Now Available
  • Westin’s Expanded Brand Photo Library Now Available on Starwood Asset Library
  • Westin Hotel Prepare to Comply with BSA as Applicable

Reservations Platform Cutover Update | All Nov. 27 Wave hotels have completed preparation tasks and certifications and have cut over to the Marriott Reservations Platforms. These hotels are now stabilizing.

Hotels should continue to complete clean-up and validation for all reservations downloaded from SPG to Marriott systems. Hotels should also continue to familiarize themselves with new systems and processes, complete their post-cutover tasks in Land-It and use the reference materials available in the Coach Zone.

Loyalty Update: Prepare for New Collateral in 2019 | Beginning in 2019, new Loyalty program collateral, as well as updated templates for brand collateral (e.g., Make a Green Choice Door Hangers), will be provided in preparation for the launch of the new Loyalty brand identity. Until then, hotels should continue to use existing materials and only reorder minimal quantities until the new identity and brand standards are introduced in Q1 2019. View MGS for tools and resources to help hotels navigate on-property collateral for 2019.

Elite Benefits Guarantee | Elite membership is an exclusive privilege of Loyalty Program Membership. With the Elite Benefits Guarantee, all Elite Members receive guaranteed compensation for select Elite benefits in the event those benefits are not available during an Elite member’s stay. Delivering membership benefits and preferences drives recognition, creates memorable experiences and fulfills the Loyalty promise to your most valued guests. Review the Loyalty Operations Spotlight for more information.

Consumer Email Marketing Standard  | Effective Jan.1, 2019 Marriott International is introducing a new Consumer Email Marketing Standard to merge Marriott  and Starwood policies to comply with privacy regulations, such as the General Data Protection Regulation (GDPR) and Canadian Anti-Spam Legislation (CASL). The  new standard will apply to consumer-facing email marketing for Marriott’s 30 hotel brands as well as its unified loyalty program. The standard and existing marketing guidelines are available on the new MGS page.

2019 Fam-Tastic and Plan-Tastic Program Participation  | The Fam-Tastic and Plan-Tastic programs will continue in 2019. Participation is highly encouraged as these programs offer an opportunity to strengthen relationships and loyalty with Travel Advisors and Meeting Planners. Hotels not wishing to participate must opt-out via iFast by Dec. 7 or they will automatically be enrolled.

Sertifi Tool Rollout | Sertifi, a new third-party payment tool is being deployed to replace eCCA, which will be retired effective Jan. 11, 2019. The cost of Sertifi for hotels is included as part of the Program Service Fund (PSF), and as such, we highly recommend that hotels utilize Sertifi. If your hotels do not participate in the PSF, Sertifi will be billed for separately and was provided in the 2019 budget instructions. It is recommenced that Directors of Finance and Directors of Rooms also attend the Change Crew webinar the week of Dec. 3 to learn more about the transition to the new tool.

2019 GSS & BSA Thresholds Now Available | GSS and BSA thresholds  have been increased for 2019:

  • GSS red threshold
    • Increasing two points, to 52 (except The Luxury Collection and St. Regis which are moving to 55)
  • BSA red thresholds:
    • Operations: increasing by 3 points (Luxury and Premium are moving to 77; Select is moving to 76)
    • Brand: did not change

View the Thresholds Chart for additional details.

Westin’s Expanded Brand Photo Library Now Available on Starwood Asset Library | Westin’s brand image library has been updated to include additional photos that bring to life different travel moments as well as the Brand’s 6 pillars of well-being in new and different ways. Lifestyle and still-life images in both on and off property environments are included.

Westin Hotels: Prepare to Comply with BSA as Applicable and View Holiday Design Guidelines | The following actions must be taken by Dec. 31 to comply with brand standards announced in 2016.

  • Westin Club: Update signage and naming to reflect the new guidelines.
  • Telephone Faceplates and Courtesy Vehicle Graphics: All hotels must transition all guest room and public space telephone faceplates and courtesy vehicle graphics.
    • PBX Operations House Telephone (OPS-FRO-082)
    • Guest Room Telephone (OPS-HKP-031)
    • Motor Vehicle/Courtesy Vehicles (Vans) Specifications and Brand Logo Placement (OPS-FRO-104)

The following new programs must be implemented by Jan. 1, 2019 with BSA accountability by July 19, 2019.