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November 12, 2020 Owner & Franchise Webinars, Management Company Webinars, COVID-19 FMC Webinars, FMC Weekly Webinars

November 12, 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, November 12 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. Despite recent surges, there is a segment giving into “pandemic fatigue” and moving forward with travel.
  2. The permanence of remote work continues to gain strength.
  3. Subscription offerings are gaining momentum for hotel companies. 

Demand Capture Spotlight – Wholesale Trends

Review participation in programs:

  • Marriott Wholesalers Net Bundled
  • Tour Operator Dynamic
  • Wholesale Direct Connect Breakfast
  • Wholesales Direct Connect Room

Review the Wholesale Strategy: Activation Plan & Optimization Guide for more information.

Improvement to One Yield’s Demand Forecast 

To share enhancements coming to the One Yield Transient Demand Forecast that will be available to all One Yield hotels later this month. The disruption caused by COVID-19 requires changes to the Demand Forecast and is an opportunity to deliver improvements to all One Yield hotels.

The updated Transient Demand Forecast:

  • Is designed to independently adjust each of the individual components of the forecast. This allows the forecast to adjust daily based on actual booking activity at each hotel. Components include: Overall Recovery Trend, Booking window, Segmentation, Day of Week, Seasonality, and Room Type.
  • Applies machine learning techniques to ALL booking dates that will ensure that forecasts in Q1 & Q2 of 2021 are not based on business levels experienced during the COVID-19 events in 2020. 
  • Uses a unique recovery curve (the speed of recovery) that continuously updates based on hotel-specific activity. When hotels receive the new forecast, it will already reflect actual activity from before deployment.
  • Adjusts to changes in demand at the right speed – not too fast and not too slow. 
  • Recognizes that the segmentation has changed by hotel. The new demand forecast recognizes these segmentation changes (e.g. Special Corporate) and will adjust over time as demand in these segments returns.

The update will be pushed to hotels automatically on:

  • Nov. 23 for hotels supported by Revenue Management Advisory Services (RMAS)
  • Nov. 30 for hotels in Canada
  • Dec. 1 and 2 for remaining hotels in the U.S.

Hotel Sales Strategy teams will be made aware of these improvements and will be asked to discuss at an upcoming Sales Strategy meeting. Revenue Managers are asked to acknowledge completion of the task through a tracking link in the RM Change Guide (to be sent on Nov. 16).

Eat Around Town by Marriott Bonvoy™

U.S. property restaurants are now eligible to enroll in Eat Around Town (EAT) via the Rewards Network.

  • EAT offers Marriott Bonvoy™ members a way to earn loyalty points when dining off-folio at 11,000+ participating restaurants in the U.S. only (not valid in Canada)
  • Currently 210K+ EAT members produce $11.2M in qualified total spend

Encourage U.S. hotels within your portfolio to participate, when appropriate.

Q4 Holiday Campaigns

Two holiday campaigns are launching to inspire holiday travel and capture leisure demand. Both campaigns are supported by a fully integrated digital marketing strategy including paid media, email, owned channel merchandising on Marriott.com and app, social media, Public Relations and promotional landing page. 

Joy is Near Campaign:

  • Campaign dates: Nov. 9 – Dec. 31
  • Stay Dates: Nov. 9 – April 4, 2021
  • All hotels are included; no action required

Marriott Bonvoy™ Cyber Sale:

  • Campaign dates: Nov. 24 – 30 
  • Stay Dates: All weekends through Jan. 2, 2021; weekdays Nov. 22-28, Dec. 20-Jan. 2, 2021
  • All hotels are included; opt-out surveys sent to HPP contacts this week

Marketing Update

The November Marketing Update available in this week’s Marketing Recovery Toolkit focused on the following topics:

  • Key Property Actions
  • Public Relations Highlights
  • Current Consumer Sentiment & Travel Intent Highlights
  • B2C Promotions
  • Loyalty Promotions
  • B2B Promotions
  • Hotel Resources

Both U.S. & Canada specific versions available.

Operations Update

Web Check-In: Canada Deployment Journey

Associates must complete 6-8 hours of work over the next 4 weeks to successfully activate Web Check-In on Dec. 15.

  • Week of Nov. 16 – Assign Coach, review program overview, FAQs and best practices, and listen to pre-recorded webinar.
  • Week of Nov. 23 – Review/refresh on Mobile Check-In processes, audit users and access, and retrieve performance reporting
  • Week of Nov. 30 – Review Stop by the Desk process with Front Office team and register for post-Go Live webinar.
  • Week of Dec. 7 – GM Certification (verify property readiness)
  • Week of Dec. 14 – Go Live, create test reservation via m.com and process check-in, and attend post-Go Live webinar.

Hotels will receive weekly Pulse Checks detailing the status of their tasks and providing helpful reminders.

Upcoming GXP Changes

Re-energizing GXP with upcoming changes to include:

  • Introduction to the “Service in 60 Seconds”
    • New Set Up For Success MGS page, setup videos, dashboard & training
    • Timing: Begins this week
  • New Chat Response Templates
    • Pre-loaded chat responses to simplify Chat response process and Loyalty Recognition (by Brand)
    • Timing: Nov. 12
  • New Ambassador Cases
    • Automated cases created from Ambassador team to properties to recognize Moments that Matter (e.g., Birthday, Redemption Stay, etc.)
    • Timing: Dec. 9

Cleanliness Champion Knowledge Checks Due

Cleanliness Champions should complete knowledge checks in the DLZ for all Commitment to Clean training. Knowledge checks are 10-15 questions, and take ~10 mins to complete:

  • Phase 1 (Course ID: 1208192): Past Due; ~3300 U.S./CAN hotels complete to-date
  • Phase 2 (Course ID: 1213171): Due Nov. 13; ~1880 U.S./CAN hotels complete to-date

Completion reports are available for leaders to track compliance:

Rooms Supply Vendor Update

  • Select Brands: HD Supply Available
    • HD Supply is an additional option for rooms distribution for MSB hotels Any other distributor which carries the required amenities, textiles and rooms products for your brand may also be used.
  • Premium and Luxury Brands: Additional Vendors Available
    • Temporary ability to order direct from other manufacturers if hotels are unable to purchase products. Review the List of Direct Order Manufacturers for additional purchasing options.

For AVENDRA hotels, contact: 866-AVENDRA or americas.procurement@marriott.com with any questions.

Resources and Reminders

Date

Details

Link

Nov. 9 – Dec. 31

Joy Is Near Campaign

Joy is Near Campaign applies to stays Nov.9 – Apr. 4, 2021. All hotels are automatically enrolled in the promotion and no further action is required.  View creative samples on MGS or visit the promotional landing page.  

  

Nov. 16-20

Prepare for Global Customer Appreciation Week
Associates should work with in-market Champions for direction and guidance. Direct questions to gcaw@marriott.com. 

  

Nov. 17

F+B Recovery Office Hours Available

Two sessions will be held to answer questions on the Relaunch and Recovery Guide regarding procurement and operations. Click the link for the appropriate session to register. Session 1 (3 p.m. ET): Element, Fairfield, Residence Inn, SpringHill Suites, TownePlace Suites. Session 2 (4 p.m. ET): AC, Aloft, Courtyard, Four Points, Moxy.

  

Nov. 18

Register for the Q4 Revenue Management Webinar

The Revenue Management Field Support and Owner & Franchise Services organizations will continue to partner by hosting a quarterly webinar series to share new initiatives, process changes, and tools available to the Revenue Management franchise community. Register for the Q4 2020 webinar, taking place on Wednesday, Nov. 18 at 1:00 p.m. ET. The intended audience is franchised Revenue Management above-property leaders. 

  

Nov. 18, 19

Review October Chargeback Guarantee Performance Eligibility 

Mobile Key reservations arriving on or after Sept. 15 are covered under Marriott’s CBG program in the US and Canada. Hotels with Mobile Key must meet 85% Mobile Key delivered to be covered by the program.  Review the October 2020 performance report and review the one-pager / CBG FAQ’s.  For performance assistance, join the Ask The Experts call on Nov 18th at 7:30 a.m or 3:00 p.m ET  Register for the Digital Guest Experience Webinar on November 19th at 3:30 p.m. ET 

  

Nov. 24-30

Marriott Bonvoy™ Escapes Cyber Sale

Marriott Bonvoy™ Escapes Cyber Sale applies to all weekend stay dates through Jan. 2, 2021, as well as the weekday stay dates of Nov. 22-28 and Dec. 20-Jan 02. Details, including an opt-out survey, were emailed to HPP contacts this week. For more information about Marriott Bonvoy Escapes please email MarriottBonvoyEscapes@marriott.com. 

MGS

Dec. 15

Prepare For Web Check-In Kick-Off and Activation on Dec. 15 

Web Check-In will launch at hotels in Canada (excluding Quebec) on Dec. 15, expanding the Contact Lite Arrival strategy to all guests, including non-members. This program will be deployed via Land-It and should take hotels 6-8 hours to complete over the course of approximately 4 weeks. The Program One Pager, FAQ’s, and the Pre-Recorded Kick-Off Webinar will be available on Nov. 16.

  

Please also note the following resources: