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December 3, 2020 Owner & Franchise Webinars, Management Company Webinars, COVID-19 FMC Webinars, FMC Weekly Webinars

December 3, 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, December 3 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. Vaccine supply and allocation will impact pace of recovery.
  2. Increasing cases coupled with the CDC advisory against travel are tempering consumers’ intent to travel during the holiday season.
  3. There are positive sentiments towards business travel.

Demand Capture – Sales Closing Tools

There are three optional B2B sales resources available to close yearend group business at hotels discretion. Hotels are responsible for the cost of the points when using these resources as well as to manually award the points to the clients. 

Double Take Closing Tool: Double points to meeting planners that sign contracts by December 30, 2020 to host an event or meeting by December 2022. Access Sales Flyers on MGS. 

December Intermediary Closing Tool: Tiered point awards based on number of contracted rooms to intermediaries that sign contracts by December 30, 2020 to host an event or meeting by December 2022. Access Sales Flyers on MGS.

Wedding Closing Tool: Triple points for wedding contracts that can be used on an ongoing basis. Access Sales Flyers on MGS.

Sertifi eSignature Tool

The Sertifi eSignature Tool is the recommended electronic signature solution for executing sales agreements and event-related documents. It is optional for Franchise hotels. 

  • Technology aligns with customer expectations; provides flexibility and expedites closure
  • Accelerates user performance and response time
  • Audit trail of transactions: tracks when a document is accessed, updated, signed
  • Promotes sustainability; reduces costs by decreasing need for paper agreements
  • The tool already includes Marriott’s Single Sign-On (SSO) and Two-Step Verification authentication process.

Hotels can enroll online via the Sertifi eSignature MGS Page. The pricing structure is based on published hotel meeting space square footage.

Property Marketing Educational Tools & Resources

New Recovery Marketing Checklist: The Recovery Marketing Checklist outlines the most important marketing activities hotels should focus on during the recovery period. This document replaces the previously distributed U.S. & Canada Marketing Recovery Toolkits. Content previously in those toolkits is now housed in this checklist and the Field Marketing Resource Center

December Marketing Webinar: The U.S. & Canada Field Marketing Leadership team is kicking off a monthly marketing educational webinar series this month. Ensure property marketing contacts attend the appropriate regional/brand Teams Live Event using the links below; no pre-registration required. Webinars will be recorded and published on the Field Marketing Resource Center for those unable to attend.

On-Property/Multi-Property Marketing Contact Submission: A form is being distributed this week to collect the contact information of the associate(s) responsible for completing property marketing activities. Individuals may represent one or many hotels. This information will be used to share marketing updates and grant access to marketing tools and educational materials. Encourage hotels to submit marketing contact information through the form by Dec. 15.

2021 Leisure Recovery Offers

The U.S. & Canada Leisure Recovery Offer has been extended.

Encourage hotels to opt-in to all relevant offers and load them in HPP by Dec. 18.

Operations Updates

Web Check In

Web Check-In expands Marriott’s Contact-Lite Strategy to non-members and members without the mobile app.

  • 117,188 Web Check-In Requests received since launch 
  • 50% of Web Check-In guests are non-members​
  • 66% of Web Check-In guests received a room ready notification compared to 74% of those using Mobile Check-In

What to keep an eye out for:

  • Non-members should be a focus for member conversion, driving them to the mobile app
  • Underperforming room ready for web check-in may impact overall guests’ arrival
  • Dec. 15: Canada, excluding Quebec, to launch web check-in

Chargeback Guarantee

Chargeback Guarantee Updates (Through Nov. 22):

  • 59 refund requests have been submitted via SNOW
  • $12,000+ has been approved/credited to hotels since the program launched on Sept. 15
  • Top reasons for CBG denials:
    • Chargeback Reason Code Does Not Match Approved
    • Guest is not a Marriott Bonvoy Elite Member (Silver or higher)

Hotel Performance and Program Updates:

  • 6.3% increase in hotels meeting the 85% Key Delivery threshold from September to October
  • New Enhancements:
    • Dispute process for denied requests
    • Revised guidance around chargeback reason codes
    • Resources to address gaps in technical support

Mobile Dining

Marriott’s digital F&B ordering and menu solution allows all guests – Members and Non-Members – to order food via the Marriott Bonvoy app or QR code.

  • All brands
  • All POS versions
  • Easy set up / Reduced deployment timeline
  • Marriott Bonvoy and non-app users
  • QR Code enabled
  • Option 1: Digital Browse Only Menu: $60/month for 5 outlets
  • Option 2: Non-POS Integrated Ordering: $120/month + 4 Browse Only menus
  • Option 3: POS Integrated & Digital Menu: Deployment Resuming in Q1 2021
  • Add On: Digital Directory: $40/month (Add on after Option 1 or Option 2)

GXP – Setting Hotels Up for Success

Ensure hotels have the correct user access, user permissions & Escalation Rules with active recipients setup.

Introduction to the “Service in 60 Seconds”: New Set Up For Success MGS page, setup videos, dashboard & training.

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.

New Chat Response Templates: Pre-loaded chat responses to simplify Chat response process and Loyalty Recognition (by Brand)

Ensure hotels have reviewed the Setting Your Hotel Up For Success Guide, have identified at least 2 GXP Property Admin & Property Champion by Dec. 14, and have reviewed the Setup Health Check Dashboard in GXP.

Resources and Reminders

Date

Details

Link

Dec. 1, Dec. 7

Purchase Server 2008 Extended Support

Microsoft has ended support for the Windows Server 2008 operating system. Opera hotels needed to purchase Microsoft Windows Server 2008 Extended Support Year 2 by Dec. 1. Non-Opera hotels must purchase Microsoft Windows Server 2008 Extended Support Year 2 through Marriott’s Insight eProcurement portal by Dec. 7. The cost for an additional year of Extended Support is $477.56* for Windows Server Std edition and $3,024.94* for Windows Server Datacenter edition. View the job aid for details on how to order.

  

Dec. 9

Join Webinar for Updates Regarding ‘Connect with Confidence’

Sales teams are encouraged to join the Teams Live Event for an overview of the Connect with Confidence Sales Resources on Dec. 9 at 3:30 p.m. ET to review the resources developed on hosting protocols, eProposals, and how to sell and deliver Virtual + Hybrid meetings. Advanced registration is not required.

MGS 

Dec. 11

Opera 5.6 Upgrade Infrastructure Assessment Survey

Hotels running Opera PMS on version 5.4 or earlier are required to upgrade to Opera 5.6 by July 1, 2022. Hotels that have not yet done so should coordinate with their iT support to complete Infrastructure Assessment and upload to the Infrastructure Assessment Submission Form (note: in-scope hotels received a direct email earlier this week) by Dec. 11.

MGS

Dec. 14

Complete GXP Health Check Refresh

Currently 95% of hotels do not have the appropriate GXP set up to assist all guests. To review your properties GXP health, review wellness checklist and recommendations: Use the GXP Health Check Dashboard to review user access, escalations and users with CEC visibility (remember to refresh your dashboard to view your most up to date setup); Confirm a minimum of 2 Property Admin and 2 Property Champions are identified; Use the Service in 60 Seconds training videos to ensure you are setting your hotel up for success.  

  

Dec. 15

Opt-In to Extended Booking.com Preferred PLUS Program
Marriott and Booking.com will continue the limited time “Preferred PLUS” program designed to further increase a participating hotel’s visibility on Booking.com search results. The program is now extended to cover the Jan. 1- March 31, 2021 period. Hotels must opt-in by Dec. 15 to participate in the January period. Review the guidelines on MGS for further details and opt-in procedures.  

  

Dec. 15

Canada Hotels: Prepare For Web Check-In Kick-Off and Activation

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 is already available.

  

Dec. 17

Register for Cleanliness Champion Office Hours 

If you missed this week’s Office Hours, or want to share with your team, a recording is now available. The next Office Hours will be held Dec. 17 at 11 a.m. and 12 p.m. ET. The content covered will be the same in both sessions so please join the one that works best for your schedule. The series has been extended through Q1 2020 and you can use these new links to register for the entire series at once.  

  

Dec. 26

Complete mHUB Pre-Launch Training before Dec. 26 

In preparation for the transition from myHR to mHUB on Dec. 26, associates should complete the required mHUB training, accessible via the Digital Learning Zone (DLZ), to learn more about the platform. Managers of Others, HR professionals, and Recruiters, as well as Finance professionals and Payroll Administrators in the U.S., will see additional pre-launch training in their mHUB learning path to teach them how to execute key transactions. Point-of-need training on specific functions, like Recruiting and Explore, will be made available at launch. Use the Preparation Flyer (US | CAN) to share upcoming deadlines with associates.