1 . All Rights Reserved. Confidential and proprietary — may not be reproduced or distributed without the prior written consent of Marriott. CONNECTOR Reference Guide Marriott Bonvoy Connector Overview 2 Marriott Bonvoy Connector Role Description 3 Marriott Bonvoy Training Resource Overview 6 System Access 7 Collateral Overview + Ordering 8 Support Resources 9 Land-It Marriott Bonvoy Connector Assignment 10
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Know the Marriott Bonvoy Loyalty program, including member benefits, processes, and program economics.
Engage fellow Marriott BonvoyConnectors at other hotels to share success stories and best practices.
Develop the hotel's training strategy, and ensure everyone takes proper training to meet loyalty goals, e.g. enrollment, elite appreciation, and benefit execution.
Ensure all associates have proper system access as needed (refer to page 7).
Celebrate success with enrollment incentives and Elite Appreciation targets.
Partner with leadership to develop the hotel's Loyalty Strategy.
Manage the operational checklist to ensure all tasks are completed consistently, on time, and in compliance.
Monitor performance and lead improvement efforts.
Ensure proper collateral is available.
Drive collaboration between departments to deliver member recognition and program benefits.
Primary liaison between hotel and Loyalty team.
Where applicable, maintain regular communication with Performance Coordinator.
KEY RESOURCES
Elite Benefits At-A-Glance Loyalty Training Resources (pg 6) Digital Learning Platform (DLP) Reporting Job Aid System Access Process Summary (pg 7) Enrollment Goals on MGS Enrollment Best Practices
Check in with front office leaders to answer questions, address issues and challenges such as with certificates or night audit transmissions.
Attend hotel and staff meetings/briefings as appropriate.
Discuss Loyalty key metrics at your hotel, e.g. enrollment goals and Elite Appreciation goals and actuals.
Review information and reports to ensure upgrades and late check-out requests are fulfilled.
Review plan to ensure preferences, special requests and benefits are met for upcoming reservations; connect with front office leader to ensure strategies are successful.
Review reports such as EMPOWER: Guest Experiences, guestVoice, Stay Error Correction, to evaluate hotel loyalty performance. Refer to the Loyalty Performance Management Reference Guide for details.
Review comprehensive pre-arrival planning strategy with front office leaders.
Confirm front desk process for Elite Benefit delivery including late check-out and upgrade strategy.
As applicable, review performance report with Executive Committee.
Support rooms and F&B leaders in evaluating Concierge/Executive Lounge strategy; forecast, offerings, supplies and staffing.
Attend regular meetings with team and other departments for example F&B, housekeeping.
Review Loyalty Strategy Template for additional details and considerations at your hotel.
MARRIOTT BONVOY CONNECTOR ROLE CHECKLISTYour role as a Marriott Bonvoy Connector is to guide the Loyalty strategy and help your teams navigate the day-to-day tactical steps. These are some of the daily, weekly, and monthly tasks to consider as part of your Loyalty responsibilities.
SYSTEMSEMPOWER: Guest Experiences A total hotel tool providing a single platform for all disciplines at a hotel to use global guest profiles to drive customer insights and loyalty. MGS Search Keyword: Empower GXP
guestVoiceMarriott's global guest feedback program that builds on the strengths of our GSS and ESS programs and integrates guest sentiment from social media listening. MGS Search Keyword: guestVoice
eBonusThe eBonus tool allows hotels to automatically post bonus Loyalty points or frequent flyer miles to a Loyalty member account.MGS Search Keyword: eBonus
Group Posting ToolUsed with Marriott Bonvoy Events to facilitate the posting of points or airline miles to members who have earned them by holding a meeting or event at your property. MGS Search Keyword: Group Posting Tool
ARSAutomated Reimbursement System (ARS) houses certificate information and provides GRR statistics, which are the most reliable source to view premium reimbursements. Information is available five days after it actualizes.
MRDW (Marriott Reservation Data Warehouse)Various Loyalty reports that provide information on Loyalty member activity at your hotel, including top 50 reports, room nights and revenue, stay error correction, etc. MGS Search Keyword: MRDW
MARSHAReservation system; sends ARS GRR data MRDW — MGS Search Keyword MARSHA
MARRIOTT BONVOY PROPERTY PERFORMANCE & SUPPORT For any program related questions, such as Elite benefits, redemption certificates, enrollments, and missing stays,
Marriott Bonvoy Property Performance & Support is a global team designated as the first point of contact for properties to assist in program operations and delivery (e.g., redemption certificates, benefit eligibility, and enrollments, etc.)