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October 15, 2020 Owner & Franchise Webinars, Management Company Webinars, COVID-19 FMC Webinars, FMC Weekly Webinars

October 15, 2020 | Franchise Management Company Webinar – COVID19

 
Publication of new Owner & Franchise Communications on mi360 continues to be temporarily suspended. Important information is communicated to owners, franchisees and franchise management companies through other channels including the weekly U.S. & Canada Franchise Update email, Franchise Management Company webinar, and monthly webinar for Marriott Managed Owners in the U.S.

Thank you for joining us on Thursday, October 15 for the Franchise Management Company Webinar – COVID-19. If you were unable to join, a recording and PDF of the presentation are now available (EID and password required).

This webinar covered COVID-19 updates and resources, including:

Sales, Marketing and Revenue Management Updates

Topline Trends

  1. Consumer uncertainty continues with global cases rising
  2. “Vacation Shaming” emerges as a new trend
  3. Global digital visits increased last week; driven by Member Week campaigns

Field Marketing – Property Marketing Support Options

  • Self-Service Tools & Resources – Resources to help hotels customize, create, and execute property marketing plans. Visit the Field Marketing Resource Center on MGS.
  • Marriott Digital Services (MDS) – Provide digital activation programs and services including paid media advertising, SEO, content management. Enroll at mds.marriott.com or contact MDS@marriott.com for more info.
  • On-Property Support – Develop marketing plans, manage billing/invoicing for the hotel, and activate marketing with key partners. If interested, jobs can be posted to the Marriott Career page via the Talent Point portal.
  • Approved vendors for additional support – For Social Media: create content, manages channels (ex. Facebook, Instagram) and engagement. For Creative: design print, digital, and social materials. Access approved vendor information on the Field Marketing Resource Center on MGS.

Next Generation Offers Platform (NGOP)

A new platform for English stay-based offers will launch on Oct. 26. NGOP will enable users to simply and quickly get more effective offers out to more customers. This platform will replace BrandWorks for English offers only; for the time being there is no change to processes for offers in other languages.

Launch details will be shared next week, to include the materials that will be delivered to hotels. Questions can be directed to offers@Marriott.com

“Fall into Winter” Wholesale Offer

Eligible hotels can participate up to 40% off (versus 25%)​ and Resorts can offer a $100 credit per stay AND/OR up to 40% off​. Any hotels in the Americas that participate in Tour Operator Dynamic & Expedia Bundled rate ​can participate.

  • Booking Window: November 15, 2020 – January 31, 2021​
  • Travel Window: Varies (November 15, 2020 – June 6, 2021)​
  • Yieldable but 2 month minimum window recommended​

Operations Updates

F&B Minimum Requirements

Communicate new requirements to hotels to begin execution of F&B minimum requirements with your hotels by Nov. 1.

  • Have your property implement the minimum F&B offering as outlined for your hotel brand/segment on the Americas Reopening & Recovery Resources page on MGS
  • Upload a picture of your breakfast menu (as applicable) and a minimum of one food item

F&B Recovery Plan – MSB Hotels:

  • For all open hotels with sustained occupancy (2 weeks) of 30% or more
  • For Fairfield Inn & Suites, Element, SpringHill Suites, Towneplace Suites, and Residence Inn it is the 1×3 framework or associate-hosted hot buffet
  • For Courtyard and Four Points it is the 3×3 framework or 3×3 PLUS menu items from existing brand programs
  • For AC, Moxy, and Aloft it is 3×3 framework or 3×3 PLUS menu items from existing brand programs

F&B Recovery Plan – Full Service Hotels:

  • Must offer a location where breakfast may be consumed while seated at a table 
  • Breakfast must include hot items
  • Breakfast must be available for minimum of 2 hours
  • Breakfast can be an la carte menu,  assisted buffet, or hybrid of the two
  • Food served in restaurants/bars must be served on china/glass/silverware – (disposables are available on request)
  • F&B offerings must be communicated to guests via pre-arrival communication

*Sustained occupancy of 30% or greater for Premium; 25% for Luxury; Luxury to add bar and dinner service in incremental phases per business plans and with AVP guidance.

Mobile Update

Web Check-In and Mobile Key programs utilize a guest delivery metric of the room ready notification for Web Check-In and the keys delivered metric for Mobile Key, both of which are far below what our guests expectations are for an expedited and friction-less arrival. Please register for the webinars below for more information:

Web Check-In is now live in over 5,000 hotels in the U.S. Web Check In will go live in Canada in November. 

  • 13,833 Web Check-In Requests received since launch ​
  • 70% of Web Check-In Room Ready Notifications sent​
  • 96% of Web Check-In guests are non-members​

Enrolling new members or encouraging those who are already members to use the Mobile App is the continued focus. However, now with Web Check-In, all guests – including non-members and Marriott Bonvoy members without the app – can have a low-contact, expedited arrival experience. 

Chargeback Guarantee Program

The Chargeback Guarantee program provides hotels with an interim solution to the Chip and PIN deployment designed to mitigate the risk of fraud.

Marriott will reimburse hotels who meet the following criteria: ​

  • The property must have met exceeded the Mobile Key performance threshold of 85% keys successfully delivered in the month of the guest’s arrival date.
  • The Mobile Key guest must be a Marriott Bonvoy Elite Member (Silver Elite or higher) and the guest’s arrival date must be September 15, 2020 or later.​
  • The reservation must have received a “Skip the Desk” message and Mobile Key must have been delivered on the reservation’s arrival date. ​
  • The submission of the reimbursement request must be within 15 days of chargeback issuance. However, this requirement will not apply for chargebacks received between September 15 and October 15, as the SNOW form just became available. ​
  • And finally, the chargeback reason must be due to “Card Not Present” claims or other fraud-related reason codes.​

Continue to engage with your Finance and Operations Leaders to help ensure your hotel is at minimum meeting the 85% Keys delivered threshold each month and delivering Mobile Key as designed to allow the eligible guests to Skip the desk and experience this contactless arrival benefit.

Resources and Reminders

Date

Details

Link

Oct. 14 – Dec. 31

TravelAds Account Management Update

To provide a better user experience, more robust capabilities and holistic reporting for Marriott hotels, TravelAds account management is being updated in the PLUS Platform effective Oct. 14. Hotels must select their TravelAds account management path in the PLUS Platform between Oct. 14 – Dec. 31. If no decision is made by Dec. 31,  TravelAds campaigns will no longer be viewable in PLUS effective Jan. 1, 2021.

MGS

Oct. 15, Nov. 15

Booking.com Preferred PLUS Program Extended; Opt-In by Oct. 15  

The “Preferred PLUS” program is now extended to cover Nov. 1 – Dec. 31. Hotels must opt-in by Oct. 15 for the month of November and by Nov. 15 for the month of December.

MGS

Oct. 15

Chargeback Guarantee ServiceNow (SNOW) Submission Form Now Available

Starting on Oct. 15, hotels can submit chargeback issuance refund requests via ServiceNow for eligible Mobile Key reservations arriving Sept. 15 or later that meet Skip the Desk criteria. For questions, review the program FAQs for steps on this process or register for the CBG Office Hours on Oct. 22.

  

Oct. 19

Mobile Key Deployment for Q1 2021  

On Oct. 6, hotels deploying Mobile Key in Q1 2021 received Land-It tasks including steps to go live. General Managers should: Select a property coach in land-it by Oct. 19 and complete the Third-Party Project Management Support form. Review critical deployment milestone dates below and the Mobile Key Journey Map. 

  

Oct. 27

Review FOSSE Password Changes Which Take Effect Oct. 27 

The FOSSE and TRAINING accounts passwords used to login to FOSSE through Secure CRT must be changed every ninety days to meet Marriott Security password standards. The password changes impact all users that access the FOSSE application on and above property.

MGS

Oct. 30

Ensure Your Hotel has Appropriate Marketing Support  

Hotels interested in Marriott Digital Services (MDS) support, who are not already registered, should enroll by Oct. 30 for support starting Nov. 1. Additional self-service marketing tools and resources are available to all hotels through the Field Marketing Resource Center.  

  

Please also note the following resources: