January 11 Franchise Management Company Webinar
Thank you for joining us on Friday, January 11, for the Franchise Management Company Webinar. If you were unable to join, a recorded version and a PDF of the presentation are now available (EID and password required).
Topics and resources discussed on the webinar included: Enhanced Reservation Systems (ERS), Mobile Key Update, Serve 360 + Human Rights Training, Brand Standard Audit (BSA) Key Reminders and SPG Stabilization Updates.
- Mobile Key Deployment Update
- Mobile Key Property Profile Completion is critical to receive timely deployment information.
- All open hotels must complete the Property Profile Page by Jan. 31, 2019.
- SPG Hotels are in scope for Mobile Key beginning in Q2 2019.
- Deployment Approach | Hotels will receive targeted communications and deployment tasks based on self-reported install time-frame in the Mobile Key Property Profile:
- Ensure hotels update the Mobile Key Property Profile by Jan. 31 to receive deployment communications.
- Plan ahead for required lock upgrades and replacements – identify a target installation date and confirm approach for iT preparations for all hotels by the end of January 2019.
- Going forward, ensure all hotels installing new locks comply with the Mobile Key brand standard and go live during installation.
- Marriott’s Mobile team has engaged Datatrend, a third-party iT vendor, to support franchised hotels in completing iT preparations to activate Mobile Key. To ensure franchised hotels budget for required iT preparations, the 2019 CapEx instructions now include an additional $2,000 line item for iT remediation for Mobile Key in addition to the existing line item for additional system costs associated with a new lock system (e.g., encoders, lock server, etc.).
- Questions? Contact: mobileservices@marriott.com.
- Mobile Key Property Profile Completion is critical to receive timely deployment information.
- Enhanced Reservation Solution (ERS) | What we need from you:
- Encourage GMs to be the coach or to carefully choose a coach that will lead a multi-disciplinary implementation team.
- Remind Property Implementation team that they have an Implementation Manager to help with questions and task completion.
- Reinforce with GMs and property teams about the importance of the ERS Photography and Bed Type Conversion pre-requisites for ERS Activation.
- Remind GMs that their FO and Revenue leaders must plan for dedicated time to get complicated tasks done together.
- Visit the ERS MGS page to see more about ERS, the rollout schedule, and support resources.
- Access the ERS Video on MGS, or search ERS on MGS and then to the main ERS: Enhanced Reservation Solutions’ page.
- For general questions on ERS, contact ERSTeam@marriott.com.
- Serve 360: Sustainability & Social Impact at MI | Serve 360:Doing Good in Every Direction.
- Serve 360 Activity Reporting | Just Report It (JRI): Marriott International’s web-based tool for reporting volunteer hours, cash and in-kind donations, and sharing Serve 360 stories. 2018 activities should be reported by Jan. 31, 2019.
- Search “Just Report It” on MGS and login with EID and password.
- Questions: Just.Report.It@marriott.com.
- Sustainability Data and Initiative Reporting:
- Marriott Environmental Sustainability Hub (MESH).
- Per the OPS-ENG-047 brand standard: all energy, water, and waste data must be entered into MESH. MESH is accessible via MGS. All 2018 data must be input by March 31, 2019.
- Sustain Responsible Operations (SRO) Tracker
- Per the OPS-ENG-047 brand standard: all sustainability initiatives must be recorded in the SRO Tracker. SRO Tracker is available within MESH.
- All 2018 sustainability initiatives must be input by March 31, 2019.
- Questions can be directed to Sustainability@marriott.com.
- Serve 360: Human Trafficking Awareness Training | Associates at franchised properties must complete training. They may use the Marriott training or complete an alternative training that covers all forms of human trafficking, including forced labor and sexual exploitation.
- How to record Human Trafficking training completion available through this guidance on MGS.
- New hires must complete training within first 90 days.
- Questions: Impact@marriott.com
- On-Property Engagement: for associates passionate about doing good – they can sign up to become a Serve 360 Champion.
- This role will: assist in communicating news, initiatives, assets, and performance throughout the property; communicate best practices and share success stories; align property initiatives to Serve 360; and, help to drive 2025 Sustainability and Social Impact Goal. Interested associates with support from their manager can sign up through MESH/SRO Tracker via MGS.
- Questions can be directed to Sustainability@marriott.com.
- BSA Updates and Key Reminders for 2019:
- Accountability for Renovation Compliance launches 2019 for US & Canada.
- Delta Hotels
- Sheraton
- Aloft
- Element
- BSA Changes for 2019:
- Element and Le Meridien start accountability for BSA scores
- AC is transitioning to a hybrid audit (BSA and Experiential Audit combined), like other distinctive Select brands
- New Mobile App features (Deloitte TrueView)
- Mobile App – Complete your self- audit(s) from the mobile app
- Job Job Aids and recorded webinars on MGS: QA Site Training Link
- Audit Program Reminders
- Review Review the Audit Change Log, which lists all changes impacting hotels
- Complete your GFSA Quarterly
- Complete Property Certification between by 1 – Jan. 31, 2019 and July 1, 2019 – July 31, 2019.
- Complete Self Audit semi-annually when changes are announced (Jan/Jul).
- Accountability for Renovation Compliance launches 2019 for US & Canada.
- SPG Hotels Stabilization
- In-Market Workshops | Workshops are optional and are meant to be a reinforcement of the training associates received in the DLP:
- Revenue Management
- CI/TY
- Front Office
- Details including location, cost and prerequisites have been provided to General Managers at all SPG Hotels. Visit MGS to view the information. Franchise management companies are asked to encourage any General Managers, Revenue Management, Sales, Events, or Operations/Front Desk leaders at their SPG hotels who would benefit from additional hands-on reinforcement of Marriott systems to attend these workshops.
- Office Hours:
- How to get help after cutover:
- Open a ticket or the fastest response:
- Service Now: https://marriott.service-now.com/msp/
- When reporting an issue related to a system: Select “Application Support” in the dropdown menu and type in the name of the system.
- When submitting a question about Land-It Tasks or Training: Select the “Big 4 Integration Request” link at the top of the page.
- Open a ticket or the fastest response:
- In-Market Workshops | Workshops are optional and are meant to be a reinforcement of the training associates received in the DLP: