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December 12, 2019 Owner & Franchise Webinars, Management Company Webinars

December 13 Franchise Management Company Webinar

Thank you for joining us on Friday, December 13 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:

  • GXP and Mobile Update
    • New EMPOWER: Guest Experiences features are launching through January. These enhancements are in place to improve pre-arrival planning.
      • Real-time integration with reservation systems to better plan for last-minute reservation changes
      • Improved visibility to Loyalty preferences
      • The ability to act on MARSHA Special Service codes and comments that will be visible on the Guest Planning Screen
      • Reports and Dashboards folders in one common location in GXP
    • The 2020 focus for GXP is driving adoption across the hotel to drive operational efficiencies and improve the guest experience.
    • To ensure continued scaling of keyless entry, the Mobile Key brand standard will be enforced as a major capital improvement under the Marriott Accountability Program. All hotels must install Mobile Key certified RFID BLE locks and hotels offering Mobile Guest Services must activate Mobile Key by January 1, 2021. 
    • All hotels that have not installed Mobile Key certified RFID BLE locks are required to budget for lock upgrades and replacements in 2020. Hotels are encouraged to contact a lock vendor, sign a quote for lock replacements, and begin the iT preparations needed to activate Mobile Key.
    • 2020 Budget instructions included two services needed to activate Mobile Key on schedule, iT Support and Project Management and Coordination.
      • iT Support: Hotels were instructed to budget CapEs for $2,000 for iT services from a third-party provider.
      • Project Management and Coordination: Hotels were instructed to budget OpEx for $2,500 for project management and coordination support. Third-party support is currently optional for franchise hotels ($2,500), but will be increased to $5,000 for hotels that have not opted in or gone live with Mobile Key by August 1, 2020.
    • Two vendor options are available to support hotels in activating Mobile Key in North America, Datatrend or Centrada.
      • Hotels will receive communications via the Weekly Update to sign up for deployment support. Hotels will be asked to opt-in or opt-out of this support by March 1, 2020.
    • Available Resources include:
  • CI/TY SFAWeb Business Success Strategy 2.0
    • The three main business goals for CI/TY and SFAWeb is to optimize revenue and profit across the total hotel, build customer loyalty by enhancing customer response and, improve overall associate effectiveness.
    • The Business Success Strategy 2.0 was created to drive better business results through the effective use of CI/TY and SFAWeb for hotels to reach the three goals.  It allows properties to measure how well they are managing data and following system business processes.  Each property appoints a Coach, Subject Matter Experts, and Reporting Rockstars in key departments to help activate and sustain this strategy.
    • The Data Quality Assessment report is a new tool for properties to use to quickly identify need areas and spend more time acting to improve results.  The report is made up of three sections that are measured and scored: Basics, Revenue, and Process. These metrics are indicators of the adoption and effective use of the systems.  There is a total of 22 metrics on the report.  Because of the number of metrics, we categorized them for easier information consumption. 
      • Basics: monitors foundational metrics through the life of the lead and sustain the property’s system key roles support.
      • Revenue: includes metrics that impact projection and revenue accuracy, pricing results and financial, goal-setting, analysis, and total account management reporting.
      • Process: includes metrics that identify system business processes not correctly followed that impact customer service and effective cross-department communications.
    • With Business Success Strategy 2.0, the 4-level process has been redesigned and consolidated into one report.  Properties can run their own report and no longer need to wait for results to be posted on MGS (although summarized results will be posted each month on MGS). The new report provides a streamlined way for leadership to understand their property’s adoption and use of the system through the Monthly Summary outputs.  There is a Total Score, as well as Scores for each of the three sections (Basics, Revenue and Process).
    • The redesigned Business Success Strategy 2.0 will be available February 7, 2020 and properties can begin using the tool/report in February after training has been completed.  The 1-hour training will be available January 19, 2020 and should be completed by anyone that uses CI/TY or SFAWeb/GPO.  
    • Available Resources include:
  • Q1 2020 Game Plan
    • The Q1 2020 Game Plan is now live on the Check-In
    • The Game Plan will be shared with hotels in the December 16 Weekly Update

Key Recent & Upcoming Dates

Date

Details

Link

Dec. 16

Meetings Imagined Retirement

In preparation for the site retirement on Dec. 16, hotels should review and update any sales and marketing collateral which may include links, logos, and text related to the MeetingsImagined.com website. The site is no longer accepting new photography submissions and all existing photography will be archived in an asset library.

MGS

Dec. 17

Element Rest GM Certification Due

Hotels should have used the Land-It tasklist to implement the new Rest program which includes arrival, evening, and night touchpoints.

Land-It

Dec. 20

Review Marriott’s 2020 TMC and Consortia Partner Program Terms

These agreements are designed to drive incremental business at BAR rates from the most highly valued TMC and Consortia accounts. Hotels are strongly encouraged to participate but may opt out by Dec. 20 via iFast.

MGS

Dec. 23

Review 2020 American Hotel & Lodging Association (AH&LA) / Hotel Association of Canada (HAC) Assessment Details

Marriott will be facilitating a per-room assessment on behalf of our owners and franchisees, which will be remitted directly to AH&LA / HAC.

•AH&LA: The 2020 assessment is $4.00 per room for Luxury hotels and $3.75 per room for all other brands.

•HAC: The 2020 assessment will be $2.00 (CAD) per room.

The assessment will be billed to hotels in the February OFB invoice (received in March 2020). Hotels not wishing to participate must opt out by Dec. 23.

Opt-Out Survey (U.S.)

Opt-Out Survey (Canada)

Dec. 31

Hotels Must Complete Required Annual Training

Required trainings due by Dec. 31 include, but are not limited to:

•Global Privacy (Course #1007169): Provides a general understanding of privacy, personal information and the laws governing collection, use and disclosure of information. Required annually for all GMs, and any associate who is exposed to customer data.

•Your Role in Preventing Human Trafficking: Recognize the Signs: To promote and support human rights, including human trafficking awareness, this or an alternate training must be completed and recorded by on-property employees. It is available as classroom training (Course #551176) or in 17 languages via eLearning (Course #551161).

  

Dec. 31

California Consumer Privacy Act (CCPA) takes effect Jan. 1

CCPA gives California residents more control over their Personal Information. In particular, the CCPA allows California residents to request that a company not sell their data and/or to make access and deletion requests. Although this is a California law, all properties should be familiar with the CCPA as California residents may inquire about their rights at any hotel.

MGS

Dec. 31

Review ‘Pet Policy’ for Updated Guidance on Service Animals and New Pet Acceptance Forms

Service animals are not considered pets. Hotels must ensure that they follow the guidance found in the Pet Policy (OPS-FRO-119) standard for guests with service animals. Hotels should print new pet acceptance forms and begin using them immediately. Pet programs and pet fees must align with the standard by Dec. 31.

MGS

Jan. 1

New Pillow Condition Test Added to Brand Standard Audit Beginning in January

Marriott requires certain pillow specifications for all brands, as well as date stamps and age limits for many brands. If a pillow is in poor condition but it is within the age limit, it should be replaced. In January, a new pillow condition test will be introduced during the BSA for all brands. Watch the video to learn more about why this is important and begin conducting the pillow condition test regularly to ensure all pillows at the hotel pass the test or are replaced.

  

Jan. 10

FOSSE Hotels Make a Green Choice + Plant a Tree GM Certification

Hotels participating in Make a Green Choice are now required to offer the Plant a Tree option, in addition to offering points as a part of the official Make a Green Choice program moving forward. Hotels will go live with the Plant a Tree option by Jan. 10.

MGS

Jan. 20

Submit Nominations for 2019 Marriott Select Brands (MSB) Performance Awards

Review criteria and use available resources by Jan. 20 to nominate exceptional team members, outstanding leaders and top-performing hotels for 2019 MSB Performance Awards.

MGS