Taking the Stage

The conference's overarching theme revolved around the Transformational Journey to Enhance Customer Experiences, Empower Associates, and drive Top-line Revenue for our owners.

During the session dedicated to Elevating the Customer Experience, the focus was on enhancing loyalty enrollment and improving the Bonvoy Rewards program. The strategy began with ensuring that foundational elements were in place, simplifying processes for our guests, and fostering emotional connections during their interactions.

In addressing the Empowerment of our Associates, there was significant discussion around technological advancements. A noteworthy highlight from the conference was the announcement regarding the “Power of M,” which is scheduled for implementation in 2026. This initiative represents a substantial technological shift, replacing 50-year-old reservations and property management systems with modern, cloud-based reservations and revenue management solutions. Extended stay hotels are expected to transition to these new systems in 2027. This upgrade will require financial support from owners to effectively execute the new technology upgrades. It’s important to note that all hotels will have access to the required technological resources for budgeting. We expect 4 of our hotels will be converted in the first and second quarters of next year.

The focus is on delivering top-line revenue to hotel owners by emphasizing key performance indicators (KPIs) and Topline Activators. The team discussed the new KPI metrics they have established. They also introduced digital tools, such as the “Marriott Digital Evaluation Tool,” designed to ensure the hotel’s digital presence is robust and effectively drives business. Additionally, they highlighted various features offered by Marriott to support hotels remotely, including a range of RevGen services tailored to each hotel's specific needs. This support includes weekend and 24-hour revenue management assistance and above-property task force services to help execute brand requirements when staffing is short.

Please enjoy a few pictures of the team and events below!