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January 24, 2020 Owner & Franchise Webinars, Management Company Webinars

January 24 Franchise Management Company Webinar

Thank you for joining us on Friday, January 24 for the Franchise Management Company Webinar. If you were unable to join, a recording and PDF of the presentation is now available (EID and password required). 

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

  • Mobile Key Update
    • Mobile Key is now live at over 2,950 hotels globally.
    • 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 Jan. 1, 2021. Hotels not compliant with the Mobile Key brand standard will enter the Red Zone in July 2021 under the Marriott Accountability Program.
    • 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 Aug. 1, 2020
    • Two vendor options are available to support hotels in activating Mobile Key in North America, Datatrend or Centrada.
    • Available Resources include:
  • QuickGroup SPG Implementation Update 
    • Quickgroup is a small group and meeting solution that allows customers to book a block of 10-25 group sleeping rooms and/or meeting space for up to 50 attendees at participating hotels in U.S. and Canada.
    • As of Jan. 2020, this is available for Aloft, Four Points, and Element hotels in the U.S. and Canada. Legacy SPG full service brands can request participation and will be activated on a first come, first serve basis.
    • Participation is already a brand standard for AC Hotels, Moxy, Courtyard, Residence Inn, Fairfield Inn & Suites, Springhill Suites, and TownePlace Suites hotels in the U.S. and Canada. All full service hotels are encouraged to participate.
    • There is no cost to join/use this product; there is only a 6% fee on booked revenue. Each booking is cleaned by the QuickGroup Response Team in Omaha, turned definite, and turned over to the property.
    • Available Resources Include:
  • Courtyard Forward
    • Courtyard Forward is Marriott’s strategy to reclaim its leadership position through a focused and collaborative effort across four key disciplines. The four disciplines are product, service, marketing and revenue generation, and food and beverage.
      • Product
        • For the public space, the new Inspired Classic design package has launched and is expected in hotel(s) within 9-18 months. This package leads with a bar forward design, modern furniture, and classic colors that endure the test of time.
        • For the guest rooms, the package is available in a dark blue and light grey options, and offers owners functionality and stylish features including a framed headboard, wider and more comfortable sleeper sofa, with an easy to open design, and flexible case goods that can be adapted over the 21-year life, without having to fully replace.
        • All Open Hotels – GoBoard Removal Begins: Hotels may begin removing the GoBoard during their public space renovation based on new design guidelines found in the renovation packages on Lobo. Alternately, hotels may opt to remove the GoBoard before their next scheduled public space renovation, only by leveraging the brand-approved design approach to the removal. Hotels must follow the phased GoBoard retirement approach outlined on MGS to ensure we do not detract from the guest experience during this time of transition.
        • New Build Hotels – GoBoard Not Required: The Global Design team will partner with owners who have projects under construction to determine the appropriate solution for each hotel.
      • Service
        • Elite Appreciation
          • A guide to Marriott Bonvoy on-property benefits was created to provide quick access to information and resources to help learn more about Marriott Bonvoy and the processes to deliver upon its benefits to our most loyal guests.
        • Mighty Oak Achievers
          • The Mighty Oak Achiever program is Courtyard’s recognition program designed to help associates acknowledge and celebrate each other for the passion they bring to work each day.
          • Updated Mighty Oak Achievers program collateral includes transitioning the look and feel to the new brand identity and we also introduced a new leaf color. The new blue leaf was introduced to include the Acts of Awe programming into one recognition program. The blue leaf is for hotel leaders to present to associates who go above and beyond.
      • Marketing & Revenue Generation
        • Courtyard is continuing to move forward with the 2K Every Day to drive weekday ADR and the Weekender Breakfast to drive weekend occupancy. These promotions will have paid and owned media placements for 2K Every Day and the Weekender Breakfast to support Transient digital bookings for Courtyard.
        • Courtyard brand marketing efforts are generating highest-ever awareness of the NFL partnership. Courtyard will drive further awareness of its NFL partnership on the GoBoard through ads that feature Super Bowl messaging.
      • Food & Beverage
        • Courtyard continues to elevate its F&B experience in over 900 Bistros in the U.S. and Canada.
        • In 2019, Courtyard recognized a growing interest in offering draft beer. Offering draft beer is not a standard for the Courtyard brand, but a standard has been published for hotels that choose to offer it. Hotels offering draft beer must be aligned with the new standard. Starting at the end of January, Courtyard will complement the published standard with programming package available for the taps, including keg storage and tap cleanliness guidelines.
        • Cocktails are the fastest growing segment of the Courtyard alcohol program. Courtyard is removing the three lowest performing cocktails and adding three new ones. All hotels will receive bar kits to support these new cocktails at no charge later in Q1.
        • Courtyard is also switching out several wines on the menu beginning in Q2 and updating the wine tasting kit. Wine tasting is an optional program that hotels can choose to implement.
    • Available Resources Include:
  • Sales Training Opportunities
    • Sales Activation Workshop (SAW) – This workshop exposes associates to the multitude of tools and resources available from Marriott International can be used to boost revenue, strengthen customer relationships, and drive topline sales. Register for Q1 dates on MGS.
    • Access Edge – Level 3 – This comprehensive sales program is focused on sales “basics” and demonstrating Marriott sales processes quickly, getting associates to secure and close business opportunities as soon as possible.  Register for 2020 dates on MGS.
    • Sales and Service Foundation – Participants will learn the driving principles of customer focused selling. This class provides the foundation on which proactive sales skills will be developed. Register on mylearning.
    • Business Travel – This training provides an understanding of current business travel trends and key influencers as well as discuss the business transient customers and their buying behaviors. Tools available to track and measure the transient segment as well as a detailed look at the Centralized Pricing Process and the steps for completion of that process are reviewed in class. Emphasis is placed on today’s business environment and how to recognize and anticipate signs of change. Register on mylearning.
    • Presentation Essentials – The program focuses on preparing and delivering presentations. This program is highly participatory and provides each student with an opportunity to make several presentations. Register on mylearning.
    • Negotiating Skills – This training is designed to prepare sales professionals for effectively recognizing and applying negotiating strategies and tactics to enhance their position when negotiating. Register on mylearning.
    • Mission Possible – This training uses a business simulation to reinforce Marriott Sales Call Process skills, penetrating/saturating accounts, managing difficult customer situations, creative business solutions, and more. Additional focus on finding and booking extended stay business. Register on mylearning.
    • Available Resources Include:

Key Recent & Upcoming Dates

Date

Details

Link

PAST DUE

Submit Chip and PIN Equipment Ordering and Property Information Survey

The Survey is past due. Refer to Land-It for the link to access the survey and the Chip and PIN MGS page for reference materials. For hotels that have been scheduled for an upcoming deployment, complete the Chip and PIN GPOS Deployment tasklist per assigned dates in Land-It to ensure seamless installation. Any questions should be submitted via a ServiceNow ticket (keyword: Chip and PIN).

Land-It

Jan. 30

TakeCare Certification Application Deadline

HR and Property Leaders are encouraged to submit the 2019 TakeCare Certification Application to get recognized for creating an environment that supports associate holistic wellbeing. Leadership talking points, an enhanced 2019 toolkit including best practices and other resources are available on MGS.

MGS

Jan. 31

Review Updated Brand Standard Audit Content and Complete Property Certification

Properties should complete their Property Certification by Jan. 31. Any points-back requests must be submitted within three days of the completed audit. 

MGS

Feb. 3

ELITE Awards Nomination Deadline

ELITE Awards celebrate leaders and teams across disciplines.  Award winners are selected based upon their leadership skills, outstanding revenue results, superior customer service, and community involvement. Nominate outstanding franchise Sales and Revenue Management leaders and teams on MGS by Feb. 3.

MGS

Feb. 4

Americas Learning Deployment Webinar

Join the webinar on Feb. 4 at 4:00 pm ET to learn more about the required and recommended training coming in 2020. Topics will include Compliance, Brand, Sales, Leadership and Operations. The webinar will be recorded and posted on MGS.

  

Feb. 7

Update Property’s 2019 Utility Data and Sustain Responsible Operations (SRO) Tracker in Marriott Environmental Sustainability Hub (MESH)

Per the OPS-ENG-047 brand standard, all energy, water and waste data must be entered into MESH and all sustainability initiatives recorded in the SRO Tracker by Feb. 7 to enable year-end and customer reporting.

MGS

Feb. 7

Complete CI/TY-SFAWeb Business Success Strategy 2.0 Training

The redesigned strategy will launch on Feb. 7 with the new CI46 – Data Quality Assessment Report. All leaders and associates using CI/TY and SFAWeb should complete this one-hour training to understand the streamlined process and how to use the new report.

  

Feb. 11 – 12

Feb. 25 – 26

March 10 – 11

QPower Community Connections Q1 Webinars

The Community Connections webinars are designed to focus on a single topic and discuss how to use guestVoice and QPower together to drive improvement in that metric. The Q1 Webinars will cover Maintenance & Upkeep (Feb. 11 at 7:00 am ET or 2:00 pm ET and Feb. 12 at 9:00 pm ET), Problem Resolution (Feb. 25 at 7:00 am ET or 2:00 pm ET and Feb. 26 at 9:00 pm ET), and Elite Appreciation (March 10 at 7:00 am ET or 2:00 pm ET and March 11 at 9:00 pm ET).

MGS

Feb. 13

One Year Anniversary of Marriott Bonvoy

Celebrate with your team and Marriott Bonvoy members. Leverage the January Connector email for ideas on how to engage your total hotel on the anniversary.

  

Feb. 28

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

Lightspeed Hotels participating in Make a Green Choice are now required to offer the Plant a Tree option in addition to offering points. Review and complete the Land-It tasklist by Feb. 28. Hotels will be required to partner with Arbor Day Foundation in the U.S. and WEARTH in Canada. The $5 Food and Beverage voucher will also officially be retired in Q1 2020.

MGS

March 1

Opt-In/Out for Mobile Key Third Party Support

All hotels must go-live with Mobile Key in 2020 to comply with the brand standard. Third-party project management support is currently optional, but will be required at an increased price of $5,000 for hotels that have not opted in or gone live with Mobile Key by Aug.1. Hotels should complete the Mobile Key – Third-Party Support Participation (Hotel) form by March 1 and indicate which of the two vendor options they would like to use to prepare for Mobile Key.

  

March 31

Required RM Training: Extended Stay Pricing Philosophies

The Extended Stay Pricing Philosophies course is required training for associates responsible for revenue management for Residence Inn, Element, TownePlace Suites, and Marriott Executive Apartments. Revenue Managers need to complete the course and pass the exam by March 31.

MGS