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April 2, 2021 Owner & Franchise Webinars, Management Company Webinars, FMC Weekly Webinars

April 1, 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, April 1 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. U.S. air traveler volume and consumer survey responses indicate the beginning a potential release of pent-up demand during the spring holidays.
  2. An increasingly positive sentiment towards travel can be seen in Americans’ current trip plans.
  3. American travelers’ concerns about the financial impact of the pandemic have remained in a record-low period.

GSO – Airline

  • Discover how airport, downtown, or city-center hotels can partner with Marriott’s Global Sales team deployed to the largest Airline partners for their Crew opportunities
  • Meet and engage with Michael Nesbit, Global Account Executive, Global Sales, U.S. & Canada
  • Learn more about this segment and what Airline customers require from potential crew hotels.
  • Hear about their Key Accounts
  • Tuesday, April 6 at 4 p.m. ET: Join  |  Add to Calendar

Sales Strategy Meeting Agenda for Today

Strategy Meetings for Today PDF

Less time on:

1 – Recap Prior Meeting 

2 – Critique of Last Week

More time on:

3 – Demand Generation

4 – Marketing Management

Close with:

5 – Future Dates, Strategies and Trending

6 – Other Items

7 – Recap Action Items

8 – Training Topic

9 – Conclude Meeting

Sales Process Job Aid – Vaccination PODs

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 can 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 Job-Aid serves as a supplement to the previously shared Vaccination POD Playbook.  It is organized into 7 sections as a resource for your hotels:

    • Inquiry Form
    • Sales Partners
    • Contract Recommendation
    • Building Opportunity and Quote
    • Proposal and Virtual Site
    • Event Turnover
    • Other Resources (Connect with Confidence)

SMR Spotlight: OTA Audit – Potential Missed Revenue Opportunities

Marriott Global Revenue Management OTA Audit revealed hotels missing rate offers published on m.com that could be provided to OTAs

Results were shared with HPP contacts on Friday, March 26

Portfolio-level audits were sent to Franchise Management Company Revenue Management contacts on Tuesday, March 30 

Deadline to complete is Friday, April 16

    • 3-week window provided
    • Request to acknowledge the audit via a survey form

What’s in the audit?

    • Compares rate offers and room types from Marriott.com to offerings on Expedia and Booking.com over 4 tabs of data
    • Identifies incorrect eFAST or HPP setup on existing offers

Potential actions after reviewing the data:

    • Do nothing; it could be the hotel’s strategy not to offer the rate to the OTA
    • Update eFast and / or HPP to add missing rate offer(s) and/or correct errors on existing rate offers
    • While only Expedia and Booking.com were audited, hotels should add missing rates across Priceline/Agoda as well
    •  

Requested Action:

Marriott Bonvoy Offers Platform (MBOP)

  • Provides associates the opportunity to manage leisure and promotional offers using a single and intuitive platform. 
  • Delivers smarter offer placement, self-serve reporting for associates to optimize offer performance, and newly designed offer touchpoints on Marriott.com.
  • Has increased speed-to-market of hotel offers by over 75% and is currently serving the needs of over 3,000 marketers globally. 
  • Will allow marketers to craft locally relevant offers in their native language and will create a comprehensive, unified repository for offers globally.

  • On April 30, 2021, MBOP will expand to include offers in all languages supported by Marriott.com* 

  • *Languages include English (GB), English (AU), Spanish, French, Italian, Portuguese, German, Russian, Korean, Chinese, and Japanese. Arabic, Turkish and Polish are not included as they are not supported on Marriott.com

Office Hours

Register for an upcoming session:

Sales Closing Tools: Q2 Extension

  • Q2 Extension of B2B sales resources available to close group business at hotel’s 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

    • Offer: Double points to meeting planners that sign contracts by June 30, 2021 to host an event or meeting by December 2022.
    • Editable sales flyers are available for immediate use at hotel’s discretion.

INTERMEDIARY CLOSING TOOL

    • Offer: Tiered point awards based on number of actualized rooms to intermediaries that sign contracts by June 30, 2021 to host an event or meeting by December 2022.
    • Editable sales flyers are available for immediate use at hotel’s discretion.

Learning & Development Updates

Marriott Learning Systems

  • Step 1: Access from mHUB or MGS
  • Step 2: Complete the Welcome Mat
  • Step 3: Go to My Plan

  • The Digital Learning Zone (DLZ) is a personalized learning platform that serves as a central access point to all Marriott learning content.

    – Curates a learning experience for Managed and Franchise Associates

    – Sources training from a variety of sources; mHUB, DLP, and open-source content

    – Required and recommended training, and some optional (based on the job functions selected in your welcome mat / profile)

    – Available in 19 languages

    – Web browsers to use DLZ: Chrome, FireFox, Edge, Safari

    – Mobile capable

DLZ Reporting

Reports provide learning activity data for properties and individual associates based on what they have assigned in My Plan.

Leaders have the ability to:

– View summary location results by program/sub-program

– Drill down on associates to view specific course assignments

Views may be updated using the Filter Report button with options for:

– Progress or Total Completion

– Programs and Sub-Programs (Systems > Marriott Bonvoy)

– Specific Job Functions

Reports may be exported using the Download Excel Report button.

Access is automatically provisioned to Franchise associates with DHR or GM job titles or if they have the Learning Coordinator.

To request new or updated access, submit a ticket with the mHUB Service Center (“Contact Us” on mHUB) and provide the Location or MARSHA Codes.

Data is refreshed nightly and is updated by approximately 9 a.m. ET.

Franchise Learning Webinar

Topics Covered:

– How the Franchise Learning Team can support your hotel

– Marriott Learning Systems Overview

– Marriott Learning Tools and Where to Go For Help

– Learning Coordinator

– DLZ Reporting

– Digital Learning Zone Demo

– Learning Coming in 2021

Two Options to Join:

Wednesday, April 14 at 3:30 p.m. ET

Friday, April 16 at 9:30 a.m. ET

Webinar will be recorded and available on the Franchise Learning MGS page

All General Managers, HR Leaders, Learning and Development team members, and Learning Coordinators are invited to attend.

Selling in a Down Economy

Designed for Sales Leaders, Team Members and GMs interested in improving sales at their property

Examines how hotels responded to the great recession, lessons learned, and best practices to build a strong recovery

60-minute live virtual training

3 Options (April 7, April 20 or April 22); advanced registration is required via mHUB

$15 per person

April 7 at 2 p.m. ET   |   April 20 at 11 a.m. ET   |   April 22 at 2 p.m. ET

Resources + Reminders

Webinar Opportunities

Date

Details

Link

April 6

Understanding the Airline Segment Webinar Available on April 6 at 4 p.m. ET
The webinar (Join | Add to Calendar) will review important insights on working with the Airline Segment. Registration is not required; the webinar will be recorded.

  

April 6 & 7

Effective Merchandising on Marriott.com Training Webinar Available April 6 & 7
The webinar will provide more information on ensuring hotel offers are merchandised effectively to increase conversion, ResPath logic for presenting rate and setup tips & tricks to avoid display issues. Visit MGS for the schedule and registration link.

MGS

April 6, 13, 20, 27

Marriott Bonvoy Offers Platform (MBOP) Office Hours

MBOP Office Hour Sessions will be offered at the following times to help users prepare for this change:

April 6 @ 8:00 a.m. ET  |  April 13 @ 8:00 a.m. ET  |  April 20 @ 8:00 AM ET  |  April 27 @ 8:00 AM ET 

  

April 7, 20, 22

Selling in a Down Economy Virtual Class Now Available
This optional 60-minute class is designed for sales leaders, team members and GMs interested in improving sales at their property. This course will examine how hotels and the industry responded to the 2008 great recession, lessons learned and share creative sales best practices to build a strong recovery. With approval from your manager, sign up for one of the three options for $15 USD per person. Advanced registration is required via mHUB and spots are limited.

April 7 at 2 p.m. ET   |   April 20 at 11 a.m. ET   |   April 22 at 2 p.m. ET

MGS

April 8

Canada Only | Register to Attend Meetings Mean Business Canada (MMBC): Global Meetings Industry Day on April 8 at 12 p.m. ET
MMBC will host a free, 90-minute virtual event for Canadian government decision-makers, media and industry professionals. The event, “We’re Ready”, will emphasize the industry’s readiness to reopen when restrictions are lifted and will feature leaders from across the country, including Marriott, Destination Canada, Tourism Industry Association of Canada, Convention Centres of Canada, Hotel Association of Canada, destination marketing organizations and more. Hotels are also encouraged to invite their customers to learn more about these important topics:

The current status of business travel | The return of international events | State-of-the-art readiness plans and safety protocols | How the industry will help rebuild Canada’s economy

  

April 13

Leisure Insight Webinar Available April 13 at 1 p.m. ET
The webinar (Join |Add to Calendar) will review recent segment updates and market intel focused on leisure retail and entertainment. 

  

April 14 & 16

Franchise Learning Webinar Available April 14 or 16

Join a session on April 14 at 3:30 p.m. ET (register) or April 16 at 9:30 a.m. ET (register) for more information on learning resources, the Digital Learning Zone (DLZ) and upcoming training for 2021. The webinar will be recorded and posted on MGS.

MGS

Key Deadlines

Date

Details

Link

April 2

Review 2021 American Hotel & Lodging Association (AHLA) and Hotel Association of Canada (HAC) Assessment Details; Opt Out by April 2 if Desired
Since the pandemic began, AHLA (U.S.) & HAC (Canada) have been working diligently to represent the lodging industry and lobby for relief for hotels and associates. All hotels are encouraged to participate in the annual membership in support of these critical efforts. As communicated in December 2020, Marriott will be facilitating a per-room assessment on behalf of our owners and franchisees, which will be remitted directly to AHLA and HAC.

•U.S. Hotels: The 2021 assessment is $5.00 (USD) per room for Luxury hotels and $4.50 (USD) per room for all other brands. Hotels are encouraged to view AHLA’s 2020 accomplishments and the overview of AHLA property membership benefits. Those not wishing to participate may complete the opt-out form.

•Canada Hotels: The 2021 assessment is $2.00 (CAD). Hotels are encouraged to view the overview of HAC property membership benefits. Those not wishing to participate may complete the opt-out form.

The assessment will be billed to hotels in the June OFB invoice (received in July 2021). Hotels not wishing to participate must opt out by April 2 or they will be considered participating.

  

April 8

Luxury + Premium Brands: Update F&B Facility Fields in EPIC by April 8 to Prepare for New Dining Product Launch
Designed to showcase on-property restaurants and bars, a new dining-focused website, the Global Dining Portal is being developed to help drive incremental revenue to restaurants and bars around the world. To ensure restaurants and bars are well represented, hotels are encouraged to use the job aid to review and confirm the below fields are accurate in EPIC.

•Restaurant Name

•Restaurant Short Description

•Restaurant Cuisine 

•Restaurant Phone Number

•Restaurant URL (where available)

•Restaurant Reservation URL (where available)

•Hours of Operation

  

May 1

Review and Ensure Compliance with Updated GM Email Standard by May 1
Based on feedback and in order to streamline communications, the standard has been updated and now requires GMs to have an @marriott.com email address. This can include the previously required generic email (i.e., BrandAcro.MARSHA.GM@marriott.com) or a personal Marriott.com email (i.e., firstname.lastname@marriott.com). Review the job aid in ServiceNOW for instructions on how to set up a personal Marriott.com email, if needed. No action is required for GMs who already have access to a generic or personal Marriott.com email. Contact ownerfranchisecommunications@marriott.com with questions.

MGS

Key Dates

U.S. & Canada Franchise Update | April 1, 2021

Date

Details

Link

April 1

FOSSE Hotels: Customer Data Retention (CDR) Updates
​Starting April 1, to reduce the risk of exposure of customer data, lost and found records older than 36 months will no longer be retained in FOSSE. FAQs can be found in ServiceNow by searching for CDR. 

  

April 16

Q1 Revenue Management Hall of Fame Nominations Due April 16
Inductees to the Hall of Fame are awarded based on their ability to drive the Revenue Management discipline forward and live the vision of Marriott Revenue Management. All Revenue Management staff who have a proven track record on key performance metrics including Financial, Market Share and System Adoption are eligible.

MGS

Ongoing –

June 30

Q2 2021 Promotion Extension for Group Sales Closing Tools
​Two incentives introduced in 2020 have been extended to include meetings contracted by June 30, 2021 and held by Dec. 31, 2022.

•Double Take Group Sales Closing Tool: Offers Double Marriott Bonvoy™ points

•Intermediary Group Sales Closing Tool: Offers tiered Marriott Bonvoy™ points incentive based on the number of contracted rooms

Editable sales flyers with tracking guidance to assess success are available as optional resources for use at the hotel’s discretion. Hotels are responsible for the cost of the points awarded.

MGS

Please also note the following resources: