EID Registration & Help
February 26, 2021 Owner & Franchise Webinars, Management Company Webinars, FMC Weekly Webinars

February 25, 2021 | U.S. & Canada Franchise Management Company Webinar

 
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, February 25 for the U.S. & Canada Franchise Management Company Webinar. 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 optimism around vaccine efficacy and the ongoing rollout of approved vaccines is contributing to a surge in travel planning.

  2. Digital search results picked up in all major markets except the U.K.

  3. Flight capacity for domestic and international routes in key countries was -44% and -76% YoY, respectively (vs. -51% and -76% 2 weeks prior), and consumer driving and transit trends improved.

Account Sales – Government

  • Discover how your hotels can partner with the Account Sales team deployed to U.S. Government opportunities

    • Meet and Engage with Team members

    • Learn more about this segment

    • Hear about their Key Accounts

    • Registration is not required to join this Teams Live Event Wednesday, March 3 at 3 p.m. ET

    • Details to be shared via today’s U.S. & Canada Franchise Update

March Revenue Management Training Webinars

ERS Best Practices for Revenue Management, Operations & Photography

Effective Revenue Management Execution on Deals & Special Offers

Visit MGS for the schedule and registration links

Visit MGS for schedule and registration links

•Session 1: March 2, 8:00am (ET)

•Session 2: March 2, 11:00am (ET)

•Session 3: March 2, 3:00pm (ET)

•Session 4: March 3, 7:00pm (ET)

•Session 1: March 9, 7:00am (ET)

•Session 2: March 9, 11:00am (ET)

•Session 3:  March 9, 3:00am (ET)

•Session 4:  March 10, 7:00pm (ET)

Marketing Spotlight

Customer Journey Touchpoints

    • Brand Awareness & Inspiration – Portfolio, Loyalty & Brand Campaigns

    • Browsing – Portfolio, Loyalty & Brand Campaigns

    • Shop – Portfolio/Destination

    • Buy

Portfolio Recover Offer Strategy

    • Distressed Inventory
    • $238M in booked revenue June-December 2020
    • $28M in January 2021
    • Demand Capture & Generation
      • Marriott Bonvoy Escapes
      • Escape to Luxury
    • Recovery / Demand Gen
    • $870M in total booked revenue June-December 2020 ($371M excl LTS)
    • Over $200M in January 2021
    • Demand Capture & Generation
      • LTS / Stay Longer Save More
      • Staycation
      • Suite Celebrations
      • Thrive on Longer Stays
      • 2K Everyday*
      • Work Anywhere*
    • Brand Offers
    • $47M in booked revenue June-December 2020
    • $11M in January 2021
    • Demand Capture & Generation
      • Luxury: Stay for Breakfast, Reconnect, Discovery, Sip n Style, etc.
      • Premium : Experiences Spa, Local, Golf, Family, Renewal, etc.
      • Select: Breakfast for a Buck, Best Brews, etc.

Driving Visits Through Offers

    • Visits into Marriott.com/offers and hotel-deals.marriott.com pages
    • Increased visits driven by
      • Paid Media
      • Email Deployments
      • Marriott.com Merchandizing
      • Bonvoy App Merchandizing
      • Social Media
      • Page optimization

Enhanced Reservation Solution (ERS)

Drive Topline Revenue

    • ERS continues rollout in 2021 in order for hotels to:
      • Drive additional direct channel bookings providing customers more choice and flexibility
      • Position hotels to be ready to capture the return in demand based on the consumers willingness to travel in the future
      • Accelerate revenue from leisure consumer business

743 U.S./CAN Hotels Live on ERS

    • Lightspeed: 418
    • FSPMS: 249
    • Opera: 76

Revenue Opportunity

    • What: The opportunity to make changes to inventory due to renovations, customer or associate feedback, modifications to initial set-up, etc.
    • Who: LightSpeed hotels live on ERS
    • When: 5 waves – March through July 2021

Possible Changes (any combination)

    • Attributes 
      • Add
      • Remove
      • Modify (i.e., count)

    • Room Pools

      • Add
      • Remove (zero capacity)
      • Modify (i.e., count)

    • Capacity & Max Occupancy

      • Add Hotel Capacity (result of adding/increasing Room Pool)
      • Reduce Hotel Capacity (result of removing/decreasing Room Pool)
      • Change Max Occupancy on room number/Room Type

Participation

Operations Updates

Driving Digital Guest Satisfaction in 2021

  • Guest Contactless Journey Index
    • Room Ready Notification
    • Mobile Key
    • Case Closure Time
    • Chat Response Rate

  • To support a lower contact and digital experience culture, the Guest Contactless Journey Index Score will be composed of Digital and GXP components that reinforce our continued effort to meet guests where they’d like while creating operational wins using our technology.

Mobile Dining

  • New Mobile Dining & Digital Menu Option
    • Mobile Dining allows guests the ability to browse menus, order, and/or pay for F&B from their personal device. On average, users typically spend 40% more when ordering food through the app.

  • The Digital Menu & Ordering solution can be deployed in 2 weeks

    • Available to all brands
    • Supported by all POS versions
    • Easy set-up
    • Reduced deployment timeline
    • Not restricted to Marriott Bonvoy app users 
    • QR Code enabled

  • Digital in-room directory or compendium options available

  • Scan or Click

    • Hotels currently offering Mobile Dining can request a QR code directly from iRiS

Vaccination Point of Dispensing (POD)

A Vaccine POD is a location used to quickly administer medicine or vaccinations to the public after an emergency. POD locations do not, however, offer routine medical care.

Immunization with an effective COVID-19 vaccine has the ability to restore the well-being of our communities and the economy and is a critical component of the U.S. & Canada strategy to reduce the spread of COVID-19 and restore confidence in travel. 

This document serves as a playbook for hotels on how to plan and operationalize a vaccination response to COVID-19 in concert with either private or government agencies assigned to be Points of Dispensing and in compliance with requirements of their local jurisdictions. The playbook sections cover specific areas of vaccination POD planning and implementation and provide key guidance and links to resources to assist those efforts. 

Resources & Reminders

Key Actions

U.S. & Canada Franchise Update | February 25, 2021

Complete the Self-Audit by Feb. 28 at 5 p.m. ET
Hotels that cannot access the QA Site or need to modify access to reflect a different property should use the QA Site Access Guide to submit an access request through Identity Center. Plan ahead as it can take several days for access to be approved and reflected on the QA site.

OPERA HOTELS | Update OPERA for Customer Data Retention Requirements by March 31
Effective April 1, customer data should be retained no longer than 18 months, unless country or municipality retention guidelines dictate otherwise. To reduce the risk of exposure of customer data, hotels are encouraged to complete the following actions:

•By March 31: Update purge settings in OPERA 

•By Dec. 31: Remove profiles from OPERA which do not meet the new retention guidelines

Review the job aids on MGS under Global Customer Data Retention. FAQs can be found in ServiceNow by searching for “Opera Customer Data Retention”. 

Update New Cleanliness Fields in EPIC by Feb. 26
New health and safety fields have been added to EPIC to support Marriott’s Commitment to Clean. Review the new Cleanliness Fields and either verify content in EPIC is accurate, make necessary changes or populate blank fields by Feb. 26. Review the full communication, which was distributed to EPIC users directly, for more information or contact EPIC Support with questions.

Discontinue Use of “Pack Your Mask” Video
The “Pack Your Mask” video featuring Arne Sorenson will be removed from all Guest Room Entertainment (GRE) systems and public space TVs. New guest facing communications are being developed and will be shared when available.

Key Dates, Deadlines & Reminders

 

Date

Details

Link

Feb. 28

Priceline® Sponsored Ads Available in PLUS Platform; 30% Match Available until Feb. 28
​Priceline® Sponsored Ads will increase a property’s visibility on Priceline.com, helping to accelerate bookings and drive revenue for hotels. Bid & budget automaton is available via the PLUS Platform, simplifying activation and management of this new channel. Priceline is offering a 30% match on sponsored ad funds deposited through the PLUS Platform until Feb. 28. Review the brochure for details.

MGS

March 1

Hotel Website (HWS) Legacy Modules Sunset Extended to Dec. 31
​​HWS Legacy Modules, previously set to sunset on April 1 will now sunset on Dec. 31 to give hotels more time to review content and transition to a Discovery Pages product. Legacy Modules not retired by March 1 will incur a $25 monthly ($300 annual) hosting fee. The first charge will appear on the March WASH/OFB bill and total $75 (January – March). Hotels should visit My Programs & Services in the Marriott Digital Services (MDS) Client Community to check whether they have an active Legacy Module product. MDS will help migrate all Legacy Module content and imagery over to a new Discovery Pages product upon enrollment. For questions, submit an inquiry in the MDS Client Community. 

  

March 1

Cvent Single-Sign On (SSO) Will Take Effect March 1
Beginning March 1, all Cvent users logging into the platform via the Cvent website must use Single Sign-On which has been implemented in addition to Two-Factor Authentication. Review the Login Guides on MGS and email AskSales with any questions.

MGS

March 2 & 3

Optional ERS Quarterly Training Webinar Series Available March 2 & 3
​​Four identical sessions will be offered at different times to provide hotels live on ERS with an overview on ERS Basics for Revenue Management, Operations & Photography. Visit MGS for the full schedule and registration links.

MGS

March 3-7

Marriott Bonvoy™ Escapes Spring Break Sale Scheduled for March 3-7
​​The sale extends additional marketing support to hotels, including email marketing, paid social media, placement on marriott.com and public relations support at no additional cost. United Airlines will also be promoting the offer in their marketing channels. The promotion booking window is open March 3-7 and applies to weekend stays March 4 – April 11 and weekday stays April 1–11. Resort stays are available seven days a week from March 4 – April 11. There is no action required to participate. Details, including an opt-out survey, were emailed from Smartsheet to HPP contacts this week.

MGS

March 3

U.S. Only | Account Sales Government Team Webinar on March 3 at 3 p.m. ET
​Click the link to join the webinar; registration is not required. During the call, the new Account Sales Government Team will share information on key accounts and review key topics like SAM.gov, FEMA, National Guard and FedRooms. 

  

March 2,

9 & 11

Q1 GM Brand Webinars Scheduled for March
​Use the links below to register for the appropriate brand webinar; registration not required. The webinars will be recorded and posted on the brand MGS page after the session.

•Autograph Collection: March 2 at 1 p.m. ET (Join | Add to Calendar)

•Tribute Portfolio: March 9 at 1 p.m. ET (Join | Add to Calendar)

•Delta Hotels: March 11 at 1 p.m. ET (Join | Add to Calendar)

  

March 9 & 10

Revenue Management Training Webinar: Effective Revenue Management Execution on Deals & Special Offers

Four identical sessions will be offered at different times to review guidance on how to use the Global and Regional offer catalogs and best practices to execute deals, special offers, and Loyalty offers for your hotel. Visit MGS for the full schedule and registration links.

MGS

April 30

Updated COVID-19 Public Space Signage Now Available

The COVID-19 public space signage related to protocols and standards has been updated and consolidated to provide more consistency for guests and ease of use for associates. Segment-specific placement guidance and signage packets are now available on MDAM and MAL to make it easier to print high-priority signage locally, if needed. Guidance for temporary FF&E and interiors interventions are also consolidated into a separate guide on MGS. Hotels that have not printed signage, have worn out signage, or have signage that does not align to the guidance provided should plan to print at least high-priority signage by April 30. Visit MGS or the FAQ for more detail.

MGS

Ongoing – June 24

2021 Leisure Recovery Offers Extended; Now bookable through July 5
Refer to the survey for a list of recommended offers and respective rate codes. If you are opting in for the first time, Topline Teams should ensure rates are loaded in HPP.  If your hotel previously opted in, confirm your set up in HPP is correct. Current offers are now bookable through July 5 with stay dates through September 6, 2021 and will be supported by email marketing, paid social media, placement on marriott.com and public relations support at no additional cost. Hotels can use the opt-in survey through June 24.  Submissions made before Wednesday at 5 p.m. ET will be added to marketing channels each Thursday throughout the booking window.  

  

Please also note the following resources: