Since our founding over 90 years ago, health and safety have been at the heart of Marriott’s approach to hospitality. This commitment to our guests and associates continues to anchor us and to inform our decisions as we adapt to new challenges presented by COVID-19. We understand that people are thinking about travel differently now. We are too. That’s why we have elevated our exacting standards and rigorous protocols to create a ‘new normal’ in hospitality to address the unique challenges presented by the current pandemic environment.
Because nothing is more important than the trust of our guests and associates, our Executive Chairman JW Marriott, JR. wanted to give you his word on our new processes.
SETTING THE BAR FOR THE NEW NORMAL
This ‘new normal’ will evolve and change to reflect government guidance and new societal expectations. What will never change is our commitment to keep a clean and hygienic environment for associates, guests and customers. This is our utmost priority. To supplement our reputation for cleanliness and hospitality, we formed the Global Cleanliness Council, a team of experts from the field of medicine and public health to help us deploy scientifically-supported practices and innovations with a focus on:
DEEPER, MORE FREQUENT CLEANING
Enhanced cleaning protocols to disinfect every space, more frequently and especially during peak times
Consistently and frequently disinfecting all high-touch items like elevator buttons and door handles
Adding hand sanitation stations throughout the hotel, particularly in high-traffic areas
LESS CONTACT, MORE CONNECTION
Using mobile technology such as Mobile Key, Mobile Dining, eFolio delivery and Mobile Requests via the Marriott Bonvoy App
Enabling social and physical distancing practices, reducing allowable capacity in spaces, increased distance between furniture, and managing queuing areas
Fostering pre-arrival planning and communication
Supporting hybrid meetings via live streaming capabilities
Deep cleaning of each guest room between guests
Removing non-essential high-touch items that can’t be sanitized and providing disinfecting wipes in every guest room
Evaluating housekeeping frequency to reduce contact during the guest’s stay
NOURISHING THE ‘NEW NORMAL’
Redesigning Food and Beverage station set-ups to include protective barriers; removing non-essential items
Offering a variety of ’grab and go’ contactless food + beverage options
Tailoring options for meetings and groups to enable reserved spaces
A SHARED RESPONSIBILITY
Through the decades, we have come together as partners both as a team and with our guests and customers. Never has that
been more important than now. Responding effectively to this new environment is a shared responsibility. We are laser-focused
on providing our teams with the tools, training and resources that are necessary in this environment.
Likewise, travelers must also take steps to protect everyone’s health. Travel only when feeling well, practice good hand hygiene
and social distancing in high-traffic areas throughout the hotel.
Additionally, we welcome any feedback on what we could be doing differently or better.