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August 9, 2019 Owner & Franchise Webinars, Management Company Webinars

August 9 Franchise Management Company Webinar

Thank you for joining us on Friday, August 9 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). 

In addition to the recorded version and PDF of the presentation, please also note the following resources.

Associate Alert Device Update

  • mi360 Communication
  • Property Survey: Franchised hotels should complete this property survey to receive a quote from our approved vendors. Properties that choose an approved vendor will also have the option to be included in the deployment phase, which includes the Marriott Program Management Office coordinating the vendors and training needed for go live.
  • Questions? Email talentpoint@marriott.com

Best Practices for Managing Cases Sent Through CECs

  • Best Practices for hotels:
    • CEC cases should be considered urgent
    • Monitor Customer Care Open Cases List View consistently throughout the day
    • Set up escalation rules to ensure cases are addressed quickly
    • Use reports in GXP to review open CEC cases
  • Review the Customer Care Case Management job aid.
  • Beginning this month, franchise management companies will receive a report of CEC case takeovers for hotels within their portfolio. Questions? Email ownerfranchisecommunications@marriott.com

Service Now (SNOW)

Marriott Hotels “Let Your Mind Travel” Campaign

Beginning this September, consumers will be invited to “Let Your Mind Travel” at Marriott Hotels. In preparation, hotels are asked to:

  • Activate the “Hosting the Guest Experience” five days of scripted daily stand-up (Art of Hosting Resources MGS page)
  • Implement the “Let Your Mind Travel” informational two-day stand-up content (Art of Hosting Resources MGS page)
  • Use the new “Let Your Mind Travel” back of house posters and other collateral to replace the current collateral which featured the old campaign. Properties can download the files for printing and resizing to fit their space, when feasible and cost effective. (“Let Your Mind Travel” MGS Page)

Key Recent & Upcoming Dates

Date

Details

Link

July 11
PAST DUE

Cobalt Program Activation

Effective July 11, the Cobalt Program expanded to provide recognition across participating brands with elevated benefits at luxury brands for Marriott’s most valuable guests and business relationships.

The Ambassador Service team will support the preparation and delivery of elevated service by using existing Ambassador Service processes, including sending additional information via GXP cases and/or emails. Visit the Cobalt Program and Ambassador Service MGS pages to learn more. If not already done, ensure hotels complete the GM Certification Milestone in Land-It by submitting the Certification form to ensure property readiness.

Land-It

July 15
PAST DUE

Gift Card Training
The acceptance of gift cards has been expanded to additional outlets in the hotel as applicable (F&B, Spa, Retail, etc.). All hotels should revisit their applicable training for gift cards and encourage associates who have not completed the training, or may need a refresher, to take it before July 15 to ensure hotel teams are prepared to accept and redeem gift cards.  Hotels that received Land-It tasks specific to Gift Card training should complete the certification to ensure property readiness.

MGS + Land-It

Sept. 30

Upgrade to Windows 10 and Office 2016

Effective Sep. 30, associates using a Marriott-imaged PC or tablet running the Windows 7 Operating System (including a MAC virtual machine) that has not yet been upgraded to Windows 10, will be blocked from the Marriott network shortly after the Sep. 30 deadline.

Additionally, associates that are using a Marriott-provided email (@marriott.com or @brand.com) and have not upgraded to Office 2016 will lose Outlook access from their desktop to Marriott email. 

MGS