STANDARD OPERATING PROCEDURES

AUTOGRAPH COLLECTION
Autograph Collection Hotels celebrates individuality by curating one-of-a-kind travel experiences at over 200 upper-
upscale to luxury lifestyle hotels found in the world’s most desirable destinations. Exactly like nothing else, Autograph
Collection properties are hand-selected for their rich character and uncommon details.

At Autograph Collection, we celebrate individuality and stand against “one-size-fits all.” Hotels are selected that offer
unique perspectives on design, craft and hospitality. To deliver on-branded hotels, Autograph Collection hotels are
tasked to exemplify and bring to life four distinct brand principles Product of Vision, Heartfelt Design, Dedication to Craft
and a Sense of Place.

For travelers who approach life like a Master Class, Autograph Collection Hotels delivers rich moments, exactly like
nothing else, that leave a lasting imprint; targeting a consumer that seeks unique travel experiences to add to their
personal narrative.

MINIMUM SERVICE REQUIREMENTS

Provide an attentive, intuitive, caring, and personalized service style that elicits feelings of individual attention and
intimacy in support of the “lifestyle” customer’s expectation.
• Provide gracious hospitality at guest touch points using the guest’s name as often as possible Hospitality
and Conduct Standard
• Associates are professionally attired or uniformed while exhibiting professional vocabulary and
maintaining eye contact with guests
• Honor Marriott Bonvoy™ member benefits as outlined in the Marriott Bonvoy Program requirements,
Marriott Bonvoy Standard, and Marriott Bonvoy Elite Benefits Guarantee
• Hotels are smoke free; see Smoke Free Standard
• Guest areas are clean and well maintained
• Hotels complies with the Quality Assurance Program Standard

The Autograph Collection is a global collection of independent hotels that exemplifies what it means to be “Exactly like
nothing else". As cultures around the globe vary from country to country, we provide a region-specific list of standard
variances on the last page. Please refer to these variances and consider them when reviewing this document for your hotel.

Standards are subject to change. Please reference the Brand Standards on MGS for the complete and most up-to-date list
of requirements.

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Section Page
I. Independent Hotel Brand 3–4
II. Marketing, Communications & Public Relations 4–8

III. Front Office 8 – 10

IV. Internet Access (IA) Requirements 10 – 12
V. PBX Operations 13

VI. Reservations 13
VII. Retail Services 13
VIII. Food & Beverage 14 – 15
IX. Guestroom Offerings/Amenities and Housekeeping Services 15 – 19
X. Public Space 19 – 21
XI. Life Safety and Loss Prevention 21 – 22
XII. Sales & Revenue Management (General Standards) 22
XIII. System Standards 22 – 23
XIV. Training 23 – 27
XV. Optional Training & Services/Amenities 27 – 29
XVI. Market Share Reporting 29
XVII. Regional Variances 29 – 31

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 STANDARD OPERATING PROCEDURES

I. INDEPENDENT HOTEL BRAND

HOTEL BRAND ACTIVATION
Each Autograph Collection hotel has a core brand concept that radiates through the brand experience,
which is developed by an approved third-party branding agency. This concept provides the overarching
brand positioning and narrative, experiential touchpoints, and the inspiration needed to create strong
and lasting emotional connections with customers – the core of a holistic and cohesive customer
experience program that is strategically integrated throughout. Autograph Collection expects all hotels
to uniquely express its individual brand through operational programming that activates the brand and
makes the hotel experience unique and memorable for guests.

SIGNATURE BRANDED GUEST EXPERIENCES

Autograph Collection hotels bring their individual brand to life by programming signature service
moments throughout the guest journey. Autograph Collection hotels align the guest touch points with the
hotel’s signature brand in a way that, from the guest perspective, is cohesive, intuitive and memorable.
Touch points include but are not limited to the arrival experience (arrival / check-in), public areas, F&B
outlets, guestrooms, meeting space, recreational areas, etc.

THE MARK
To the Individualist (the brand’s overarching target guest persona), the promise of a lifestyle hotel
experience is manifested in the attention to the little details of the experience. The Mark provides
another opportunity for an Autograph Collection hotel to enhance the guest experience on property.
The Mark is a signature moment within the guest experience, designed to attract attention and spark
conversation, inspired by the hotel’s brand positioning, and brought to life using a space, person or
object within the hotel.

The Mark is a global brand standard audited through the property’s annual Brand Standard Audit (BSA)
audit and a component of the Experiential Assessment (EA). To ensure your Mark is executed and
properly fulfills the brand’s requirements, review the Mark Inspiration Guide posted to MGS. The
property’s Mark must be submitted to and saved by the Autograph Collection brand team.

OPERATIONAL BRAND ACTIVATION AND BRAND PULL-THROUGH

Building on an individual branded platform, every Autograph Collection hotel is required to create
operational brand activation and pull-through plans. A third-party branding agency is required to provide
a perspective against and recommendations on how the hotel’s brand is authentically integrated and
evident at customer interaction points. Once the plan is created it must be submitted to and approved by
the Autograph Collection brand team prior to opening or conversion. When creating an operational brand

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activation plan, consider the following “look-and-feel” points.

Hotel Narrative Development

1. A hotel narrative articulates the hotel’s story and “reason for being” as well as the values or
beliefs that guide the hotel’s actions.
2. The hotel’s narrative may be further expressed throughout the guest journey, examples could
include:
• Design and styling: artifacts, botanicals, art installations, decorative accessories, and other
appropriate OS&E items such as bath amenities.
• Intangible aspects of the guest experience such as the aromas, sounds and lighting that set
the mood and adds depth and detail to the guest experience.
• The tone, language, and behaviors that underscore the service aspects of the guest
experience – for example, uniforms and training materials that are in sync with the brand
personality.

Brand Positioning/Architecture Documents are required for all Autograph Collection hotels.

Hotel Identity Execution

Hotel Logo Lockup: Each hotel is required to request a property logo lockup through Marriott’s
Creative + Content Services team. This team will design a custom logo file combining the individual
hotel logo and the Autograph Collection brand logo to be used in co-marketing executions. Any
design fees incurred are to be paid for by the hotel. Contact your Marriott pre-opening manager or
the Autograph Collection brand team for additional guidance.

II. MARKETING, COMMUNICATIONS & PUBLIC RELATIONS

CORE BRAND ELEMENTS

Once the key messaging platform is developed, the core brand elements including the hotel name,
logo and tagline are created and subsequently consented to by Autograph Collection (franchisor).

Independent hotel names are registered with the USPTO (United States Patent and Trademark Office)
or local governing body as soon as possible but at least 90 days prior to the hotel opening. Autograph
Collection and Marriott International will not use the mark until the mark is registered and consent is
granted to Marriott International to use the mark.

Prior to submitting the official trademark registration, the owner’s legal counsel is required to submit

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the Trademark Availability Opinion Report to the Autograph Collection brand team – which is shared
with Marriott International’s legal counsel. This is composed of two documents: 1) executive summary
of owner’s legal council’s objection opinion; 2) exhaustive trademark search results.

Every Autograph Collection hotel prepares and activates an on-property managed Marketing and
Communications program that builds top-of-mind awareness, clearly portrays the hotel’s unique
personality, and drives trial and bookings. This program includes three components:
1. Marketing and PR plan
2. Photo shoot
3. Hotel-specific Standalone Website (To better highlight the hotel’s individual personality
and incorporate its unique branding a standalone website is encouraged, see below for additional
information.)
1. Marketing Plan: This is the playbook for marketing activities associated with the hotel and includes
the following:
• Media strategy with an emphasis on driving customer awareness and acquisition through
SEO/SEM, social media, email, online ads, viral, mobile, etc.
• PR opportunities including a calendar of events, promotional opportunities, charity events,
offers and in-market buzz events that complement the Autograph Collection efforts
• Property partnerships and local outreach activities
• Customer segmentation plan with key tactics for driving room nights and revenue across
business and leisure transient and group customers
• Retention of a PR agency is required for each Autograph Collection hotel
• A plan for marketing the hotel upon opening with appropriate budget for pre-opening and
post-opening activities
2. Photo Shoot: This is an essential step for creating professional communications that attract
potential guests’ attention. Using the Autograph Collection Photography Guidelines, every property
must maintain a bank of professionally captured shots including:
• Hotel Exterior – Architecture and Landscape, including unique architectural details
• Public Spaces – Restaurants, Lobby Bar and Lounge
• Guestrooms – covering all room types and variations
• Event and Meeting Space – including conference rooms, ballrooms and catering
• Fitness Center, Pool, Spa and other Unique Amenities
• Detail shots that communicate the beauty or uniqueness of the hotel experience
• Lifestyle images to convey the experience offered at the hotel and feature guests enjoying the

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hotel services and/or amenities

The Autograph Collection brand team reserves the right to require new hotel photography at time of
conversion if submission does not align with the aforementioned guidelines. For properties entering
the Autograph Collection/Marriott system through conversion or as a new-build, a minimum of four
(4) approved photos (with usage rights) are required. Without these photos a property cannot be
activated on Marriott.com channels.
3. Hotel Website: Each Autograph Collection property is strongly encouraged to develop and host an
independent/hotel specific website that accomplishes the following:
• Communicates an upper-upscale to luxury guest experience
• Clearly communicates the property’s unique and differentiating qualities
• Supports the hotel’s defined brand positioning
• Utilizes the tone, copy style, fonts and high-quality photography defined in the Key Messaging
Platform
• Features Autograph Collection branding per the Graphic Guidelines and links to Marriott.com
for booking
• Features the property’s Autograph Collection logo lock-up above the fold

However, a vanity website is no longer a brand requirement as long as a hotel has a Narrative
(elevated) Marriott.com brand site (see below). A hotel must either a vanity website or a Narrative
brand site to receive full compliance on the Brand Standard Audit (BSA).

Please ensure that your vanity website is in compliance with global Marriott International
requirements. Vanity Website Compliance Standards to ensure websites meet all GDPR regulations
as well as other legal and Marriott standards with regard to other areas such as ADA, CCPA,
CANSPAM laws and imagery usage rights collection.

Properties may leverage Marriott Digital Services (MDS) to create and/or host their vanity website.

Hotels are also encouraged to consider a Narrative (elevated) Marriott.com brand site. Working with
Marriott Digital Services (MDS), hotels will be able to shine a greater spotlight on their unique
product offerings in a more narrative approach – a flexible canvas that lets our hotels tell their
unique stories in a highly visual, editorial way. Hotels may place greater emphasis on things
including: F&B offerings, the hotel’s narrative, wedding and function spaces, upgrade room
inventory and more. A narrative site is required if a hotel does not have a standalone/vanity

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website.

ON-PROPERTY COMMUNICATIONS
Graphic guidelines ensure creative elements needed (website design, collateral, OS&E, advertising, etc.)
are designed in the brand voice. The graphic guidelines include the brand’s Color Palette (primary and
secondary), Typography (primary and secondary), Design Elements (textures, backgrounds, patterns) and
Professional Photography. Branded on-property communications are required, and include, but are not
limited to, the following items:
• Branded key cards in property identity/voice
o Key Packets: There are two required Marriott Bonvoy key packets that should be provided
to guests at check-in: the Member/Non-member version and the Elite version. This is a BSA
standard. Tribute Portfolio hotels can choose from two different approaches for key
packets.
o Option 1: Hotels may add the Marriott Bonvoy affiliation to their existing key packet
creative. Reference the Marriott Bonvoy Brand Affiliation Guidelines (PDF) for guidance on
how to apply the Marriott Bonvoy affiliation to your hotel-specific visual identity. See find
two examples for reference non-member (PDF) and elite member (PDF). For questions, to
request affiliation assets, and for creative guidance pulling through the Marriott Bonvoy
Affiliation contact Marriott Bonvoy Creative Review.
o Option 2: Hotels may order approved standard Marriott Bonvoy branded Non-
Member/Member and Elite key packets and additional supplies, by visiting Marriott Bonvoy
Supplies.
• Marriott Bonvoy requirements
• Arrival packet and folio in brand voice
• Branded sales collateral expressed in property brand identity
• Required guestroom items include, but are not limited to:
o Do-not-Disturb door hanger in property brand identity (hotel may also communicate via
electronic or other methods)
o Notice for attempted service delivery / we entered your room
o Writing utensil and paper in property brand identity
o When requested, crib card that leverages the mandated language, but designed in property
brand identity
• Optional items include, but are not limited to:
o Guestroom compendium (unless electronic)
• Hotel Signage: Each hotel must express their own brand identity in the required signage

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throughout the property, as stated in the Autograph Collection Signage Guidelines. To order your
Autograph Collection Property Plaque, use the order form found on MGS.

PUBLIC RELATIONS AGENCY

• Retention of an in-market public relations agency is required unless the hotel employs a dedicated
PR professional.

MARKETING, GRAPHICS AND IDENTITY GUIDELINES

Each hotel complies with the Autograph Collection Marketing, Graphics and Identity Guidelines

III. FRONT OFFICE

CHECK-IN / ARRIVAL
Provide service that is at a minimum an upper-upscale hotel including the following:
• Promptly open car doors and warmly welcome guests upon arrival
• Offer valet parking (24-hour valet)
• Assist with luggage and provide direction to registration area
• Acknowledge guests waiting in line
• Sincerely and personally welcome each and every guest
• Confirm room type, rate and method of payment
• Acknowledge Marriott Bonvoy members and status: Marriott Bonvoy Standard, Marriott
Bonvoy Elite member guarantee
• Upon guest request, provide luggage assistance / guide to guestroom
• Provide bell services (minimum of 16 hours per day) that includes:
o Provide detailed information about the hotel and services offered
o Explain features and functions of guestroom
o Offer to place luggage in appropriate area or hang garment bags
• Address guest by name during check-in closing
• Be able to explain the Autograph Collection concept and individual property brand positioning
• Refer to the Check-In Standard for complete list of requirements

CHECK-OUT / DEPARTURE
• Option for Video/TV check-out or Express check-out service is available
• Guestroom delivery of paper Express Check-Out folios is not required, hotels to provide the e-

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folio prior to 5 a.m.

• Associate greet guest and inquire about the guest’s stay
• Associate provide receipts / folio for review and confirm payment options – upon request
• Associate complete check-out and offer a warm and sincere “thank you”
• Guest departure is quick and efficient, and hotel provides support with guest transportation
• Bell staff / associate open and close front doors for guest departure

CONCIERGE SERVICES
A dedicated/staffed concierge desk is not required; however, concierge services must be provided by front
desk associates. If the market demands dedicated concierge services, hotel/resort operator should
consider a dedicated facility.
• Recommendations for (as applicable to local area):
o Reservations for airlines, hotels, rental cars, restaurants, etc.
o Tickets for theater, sporting events, local tours / attractions, etc.
o Sightseeing information and tours
o Massage, facial, hair appointments
o Floral and gift purchases
o Overnight letter express
• Menus from in-house restaurants (electronically or printed)
• In-depth knowledge of local area
• Directions to local attractions (delivered electronically or printed)
• Information about and arranging business services (faxing, copying)
• Newspapers (based on local market applicability)

GUEST RESPONSE SYSTEM

All full-service properties are required to leverage the EMPOWER platform, allowing hotels to cross
reference guest requests, track reported issues, as well as connect to guest loyalty profiles. The goal is to
satisfy guest requests in a timely manner.

• The EMPOWER Reservations module works across all three applications but is accessible
through
o Guest Experience (GXP) on property
o Customer Engagement (Engage) at the Customer Engagement Centers (CEC).

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• The EMPOWER Reservations module allows associates to assist guests in booking and modifying
reservations, managing group blocks, and completing most basic MARSHA set-up and same-day
inventory tasks. This module provides a consistent guest booking experience across all of
Marriott’s direct channels. Most daily reservation tasks will be completed via the Reservations
Module located within the EMPOWER: Guest Experience (GXP) Platform, providing a consistent
and centralized area for associates to work from.

• If a hotel chooses to utilize a different off-the-shelf guest response platform (HotSOS,

Guestware, Etc) they can; however, because this is a global standard the hotel would then be
paying for two platforms. Hotels are not permitted to receive an exception from GXP if they
have their own system. A primary benefit to leverage EMPOWER is that each hotel will have
access to guest request data across all hotels globally should be referenced.

• Learn more about Empower on MGS.

IV. INTERNET ACCESS (IA) REQUIREMENTS

To achieve a consistent and distinctive customer experience at Marriott International branded hotels,
Marriott International maintains comprehensive internet brand standards that describe the business
and technical specifications for property networks operated in Marriott International branded
properties. Please follow the guidelines outlined in the internet brand standards on MGS.

GLOBAL PROPERTY NETWORK STANDARD (GPNS)

• Autograph Collection hotels comply with components outlined in the three property Internet brand
standards
o Property Internet Minimum Requirements & Pricing (OPS-TECH-001)
o Property Internet Technical Requirements & Providers (OPS-TECH-002)
o Property Internet Documentation and Collateral (OPS-TECH-003)
• The use of a certified provider installation of the Global Property Network Standards (GPNS) technical
hardware solution varies by continent:
o NALO/CALA (properties located in North America, Caribbean, Central and South America): are
not required to use a certified GPNS provider
o APAC/EMEA (properties located in Asia/Pacific, Europe, Africa and the Middle East): are
required to use a certified GPNS provider
• Additionally, installing the Marriott Guestroom Entertainment (GRE) platform from one of the
approved vendors is not a requirement for the brand. Hotels are encouraged to evaluate and
consider adopting the GRE platform.

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GUESTROOMS
• All hotels must provide wireless IA in all guestrooms
• Hotels may offer wired in addition to wireless

PUBLIC AREAS
All hotels must provide wireless IA in all lobbies, F&B outlets, fitness centers, spas, pool, concierge/club
lounges, and all other indoor spaces where guests and visitors are allowed.

It is recommended that wireless IA also be included in outdoor public spaces where guests may want to
work or lounge, particularly all areas where F&B is sold. For AP/CALA/MEA, wireless IA is required in
outdoor areas where guests may work or lounge or where F&B is sold.

IA in public areas must be available to hotel guests, F&B guests and lobby guests and not limited to only
in-house overnight guests.

MEETING ROOMS
All hotels must provide wired and wireless IA in meeting rooms and wireless in pre-function space.

BANDWIDTH REQUIREMENTS
All hotels must meet or exceed the minimum bandwidth requirements, updated annually and posted on
the Global Property Network Standard (GPNS) Compliance page on MGS.

See related Documentation requirement for bandwidth invoice described on the Property Internet QA
Compliance page on MGS.

PROVIDER AND TECHNICAL REQUIREMENTS

• NALO/CALA (properties located in North America, Caribbean, Central and South America): are not
required to use a certified GPNS provider
• APAC/EMEA (properties located in Asia/Pacific, Europe, Africa and the Middle East): are required
to use a certified GPNS provider
• Marriott International Certified Property Internet Provider
APAC/EMEA hotels must comply with the requirements of the Global Property Network Standard
(GPNS) at the initiation or renewal of their agreement

DOCUMENTATION REQUIREMENTS
APAC & EMEA hotels must maintain the following documents on the property at all times and are
prepared to present them during their Brands Standards Audit (BSA).

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• Original signed contract or property agreement with the hotel’s Property Internet Provider. The
name of hotel, the Property Internet Provider with the contract expiration date should be clearly
indicated.
• GPNS System Installation Certificate signed by the Certified Property Internet Provider.
• Current (within last quarter) invoice from the Internet Circuit / Bandwidth Provider indicating
the amount of purchased bandwidth (megabits per second - Mbps).

NALO/CALA (properties located in North America, Caribbean, Central and South America):
• Not required to produce a signed contract or property agreement with the hotel’s Property
Internet Provider
• Excluded from the GPNS System Installation Certificate signed by the Certified Property
requirement.

TIERED INTERNET SERVICE REQUIREMENTS

In this standard, ‘Tiered Internet Service’ describes the ability to offer multiple levels of bandwidth—e.g.
a basic Internet bandwidth and an ‘enhanced’ Internet bandwidth which has a higher speed/’Megabits
per second’.

Hotels implementing Tiered Internet Service after the publication of this standard need to comply with
the basic requirements of the latest Global Property Network Standard (GPNS) (PDF).

See Property Internet Brand Standard for tiered pricing structure.

MOBILE KEY
Mobile Key is a portfolio-wide global brand standard and hotels are required to be live with Mobile
Key. The implementation date was July 1, 2021.
• All hotels installing or changing locks – including new openings, conversions PIP's and
renovations – are required to install locks compatible with Mobile Key.
• EMEA variance:
o Hotels open and operating as of September 30, 2021 must activate Mobile Key no
later than December 1, 2022.
o Effective October 1, 2021, new opening hotels, conversions or renovations must
open with Mobile Key.
• Please discuss with Global Design, your Area Vice President or the Autograph Collection brand
team.

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V. PBX OPERATIONS
• Hotel will answer telephone calls within:
o 3 rings or less by an associate
o Optional: An approved Interactive Voice Recognition System or Auto Attendant
o Auto Attendant must be activated after 3 rings
o Interactive Voice Recognition System must be activated at the first ring
o Ask appropriate questions and provide replies in a professional manner
o Hotels operating as a dual-brand must answer all calls (in-house guests and externally) in
the appropriate brand; hotels sharing services may not answer in an agnostic or incorrect
brand
• Hotel must train associates to:
o Never give a guest's room number over the telephone
o Connect a call to a guestroom only when the caller knows the guest's name
o Never give the name of a guest over the telephone
• Provide music for on-hold or messaging on hold
• Provide wake-up calls at requested times
• Use guest name during interaction

VI. RESERVATIONS
Reservations are accepted 24 hours a day at the property through MARSHA. Calls are promptly answered.
Associates can explain:
• Cancellation policies
• Payment options
• Hotel services and fees
• Rate structures / programs
• Room types and features
• Provide confirmation numbers and sincerely thank guests for calling

VII. RETAIL SERVICES

Provide basic necessity items that satisfy customers’ expectations such as, but not limited to:
• Razors, shaving cream, toothpaste, etc.
Necessity products are available through the front desk or alternate outlet when a retail store is not
present or closed.

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VIII. FOOD & BEVERAGE

MARKET RELEVANT FOOD & BEVERAGE
The importance of food and beverage increases exponentially in independent and lifestyle hotels. In the
absence of a global hotel ‘brand’ (like Marriott Hotels or Renaissance Hotels), independent hotels have to
work harder to stand out among their competitive set and attract the kind of guests willing to pay a
premium for their on-property experience.

For that reason, the quality and sophistication of the food and beverage experience is key. Autograph
Collection hotels are required to have a full service, all-day dining restaurant and bar that are attractive
to in-house guests and local consumers. Rather than take an “all-things-to-all-people” approach to hotel
dining, the Autograph Collection encourages operators to deliver dining options with a strong perspective
and a clear position in the market.

HOURS OF OPERATION
Minimally, food and beverage offerings are available from 7:00 a.m. to 11:00 p.m. daily with the following
inclusions:
• Breakfast - Offered 4 hours per day, seven days a week
• Lunch* - Offered 2 hours per day, seven days a week
• Dinner* - Offered 4 hours per day, seven days a week

Bar
• Minimally, must be open 3:00 p.m. to 12:00 a.m./Midnight, seven days a week
• Bar operating hours conform to governing licensing laws
*If the restaurant closes between lunch and dinner, food must be available in the bar / lounge during
this time. In bars / lounges, the food menu is served until room service closes.

Room Service
• Orders are repeated back to the guest when order is placed. Servers knock, announce
themselves, and ask to enter the guestroom.
o Hotels (Non- Resorts
▪ Weekday: 6:00 a.m. 11:00 p.m.
▪ Weekend: 6:00 a.m. 11:00 p.m.
▪ Note: Based on market conditions, lunch through In Room Dining (11am-
2pm) is optional - as long as lunch service is available in another outlet in
the hotel (i.e. coffee shop, café, bar, etc.)
o Resorts

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▪ Weekday: 6:30 a.m. - 11:00 p.m.

▪ Weekend: 6:30 a.m. 11:00 p.m.

FOOD OFFERINGS
Provide breakfast, lunch, and dinner in a table service environment
• Breakfast offerings must include a full selection of deluxe Continental and hot breakfast items
served either a la carte or buffet style (if buffet is provided, restaurant must also provide a la carte
options, a standalone buffet is not permissible as the only breakfast offering)
• Lunch and dinner must be served via an a la carte restaurant menu (buffet optional for breakfast)
o Special occasion brunches permitted with accompanying a la carte menu offerings (ie
Christmas Day, Mother’s Day, etc)
• Lunch and dinner include a full selection of hot and cold items
• Lobby bars (or overarching bar/lounge) offer food service including hot and cold snacks and bar /
lounge style food
• Bar / lounge offer fresh juice with cocktails
• Typical “grab & go” designs are not permitted; freshly made café or market style offerings are
accepted upon review of Autograph Collection brand team

FOOD SAFETY STANDARDS

Autograph Collection hotels follow Marriott International’s core food safety standard and HACCP
protocols as they apply to associate and public health protection. Where there is a conflict between the
governing and Marriott standards, the governing standards take precedence.
• Food Safety Standard

IX. GUESTROOM – OFFERINGS / AMENITIES AND HOUSEKEEPING SERVICES

CLOSET CONTAINS:
• All guest rooms must feature a luggage placement solution, either:
o Built in FF&E luggage bench
o OS&E luggage rack placed in closet (1 minimum)
• Full size ironing board and iron (or complimentary ironing services) or steamers
• Bathrobes
o North America:
▪ Standard rooms bathrobe(s) are optional
▪ Suites: bathrobe(s), at least one freshly laundered and like-new bathrobe
neatly hung in the closet or bathroom
o Globally: follow local guidance and guest expectations

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• Additional blanket in cold climate locations (optional)

• Same day valet service offered five days a week with valet bags and tickets present in the room
or closet. Laundry valet bag designed in hotel’s individual logo and identity.
• Provide wooden hangers with clips and wooden non-clip hangers. Theft-proof hangers are not
allowed. Satin padded hangers are available on request.
• In-room safe
• Additional items to consider: slippers, shoe mitt, shoe horn and umbrella

BATHROOM AMENITIES INCLUDE:

At a minimum, guest bathroom amenities include one of each of the following items:
• See below for Residential Bath Amenity guidance, global brand standard on MGS
• Facial tissue with decorative cover
• Full-size, hand held hair dryer in bag, not on the wall (1,800 watts recommended)
• Trash and recycle bins (either as separate units or contained within a single unit)
• Extra toilet paper
• Glassware
• Makeup mirror

Residential Bath Amenity

Note: Effective July 1, 2022 all Marriott International properties are required to leverage
residential-style/bulk bath amenities in the shower. In collaboration with Global Operations, the
Autograph Collection brand team crafted a brand standard allowing hotels to communicate their
individual brand positioning. A standardized spec, product, brand and/or size will not be delivered
by the Autograph Collection brand team.

Hotels must offer a minimum of shampoo, conditioner and body wash/shower gel in tamper-
resistant, residential sized (10-16oz / 300-500mL) bottles that are either free-standing or wall-
mounted. Refer to global brand standard on MGS.

Guidance for amenities at vanity

• Hotels that have installed/leveraging residential bath amenities in the shower:
o May leverage a large, free-standing bottle (10-16oz / 300-500mL) of body lotion at
the vanity. Additionally, a hotel may utilize a bottle of equal size for hand soap.
o Alternatively, until future guidance requiring the removal of individual sized
bottles, if a hotel would like to continue placing an individual, smaller bottle of
body lotion, it may do so at 1.0 oz or larger.

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o A single individually wrapped bar of facial soap (0.85 oz. or larger) placed in a soap
dish should also be placed at the vanity.
o Wall-mounted amenities are not permitted at the vanity.
• Hotels that have not yet installed/leveraging residential bath amenities in the shower:
o May continue placing individual bottles of amenity product at the vanity, until the
hotel adheres to the Residential Bath Amenity global standard.
o Two bars of soap with soap dish
▪ Bath soap (1.5 oz. or larger)
▪ Facial soap (0.85 oz. or larger)
o Shampoo and conditioner (1.0 oz. or larger)
o Body wash (1.0 oz. or larger)
o Body lotion (1.0 oz. or larger)
o Wall-mounted amenities are not permitted at the vanity.
• Continental/Regional Variances
Please review the global brand standard on MGS for any continental/regional
variances

Luxurious shower experience includes:

• Hotel must provide terry products for each guest bathroom that meet or exceed the quantities
and size and weight as required by brand product specifications for ordering
• When the placement of a guest bathroom item is not specifically addressed herein, the hotel is to
place the item consistently within all guest room bathrooms
• Items are to be placed as noted and upon guest request
• Rotate terry out of service when permanently soiled or torn/frayed
• Daily minimum quantities are as follow:

# of Bath
Hand Towels Wash Cloths Bath Mats
Continent Beds Towels

1 bed (2) (2) (2) (1)

ALL
2 beds (3) (3) (3) (1)

• For hotels with bathtubs:

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 STANDARD OPERATING PROCEDURES

o Liner, glass partition, or a decorative high-quality shower curtain with high quality mildew
resistant
o Shower mat for hotels without non-slip tubs

GUESTROOM CONTAINS:
• Optional: Alarm clock or equivalent technology (available through multi-media, television,
platform, tablet devices, etc)
• Trash and recycle bins (either as separate units or contained within a single unit)
• Luxurious bedding program
o Minimum Bed Linen Standards:
▪ Hotel must ensure that guests receive guest room linens and terry that are
laundered, fresh, clean, and wrinkle free upon check-in
▪ Hotel must follow the linen and terry program designed for its brand
▪ Hotel must provide bedding products that meet or exceed the quantities and size
and weight as required by brand product specifications for ordering
▪ The hotel has fully implemented the brand approved bed components in all rooms
▪ Bed and bedding must meet minimum quality threshold per OS&E standards
▪ Bed sizes must meet Design (A&C) guidelines
▪ No twins are allowed in any rooms
▪ Hotels must adhere to the following mattress requirements, including the mattress
and box spring / platform:
▪ Bottom of mattress: Provide 14” minimum (tuck-height) AFF at bed frame or
platform bed base.
▪ Mattress support: Solid, uninterrupted platform surface; slats are not
permitted. Mattress supporting surface shall not extend outside of or inside of
the mattress size. Mattress support must have rounded corners.
▪ Accessible guestrooms: Provide bed with an overall height of 56cm (22”) with an
allowable range of 53cm-58cm (21”-23”) from finished floor to top of
uncompressed mattress, unless otherwise dictated by applicable state or local
laws.
▪ Mattress pad / protector
▪ Two (2) sheets either flat or fitted
▪ Duvet cover and insert, or down blanket
▪ A selection of foam and feather pillows
• The corresponding size of the pillows should match the size of the bed – for
example King beds only receive King pillows, Queen beds only receive
Queen pillows, etc

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 STANDARD OPERATING PROCEDURES

• A minimum of four (4) appropriately sized pillows is required to deliver an

upper-upscale sleep experience
• Hotels may leverage:
o Four (4) feather/down pillows
o Four (4) synthetic pillows
o Two (2) feather/down + two (2) synthetic pillows
o A 3 + 1 or 1 + 3 combination is not permitted
• Properties must be equipped to deliver against a feather free experience,
upon guest request – this may include two of both pillow types on the bed
upon guest arrival, additional pillows in the closet, or upon hotel delivery
• Pillowcases
• Crib must be available on request
o See CRIBS section contained within this document, under Life/Safety
• Ice bucket with glassware (if not present in the guestroom, ice bucket is available upon request
and appropriate guest collateral with instructions displayed in guestroom)
• High quality in-room coffee / tea service or 24-hour access to complimentary coffee
• If mini-bar is available, minimally to include a small private snack and beverage bar (within
printed expiration dates), with product / price lists
• A stocked mini-bar is not required; however, in its absence an in-room mini-fridge is required
• Stationery or pad with writing utensil in hotel specific voice or branded Autograph Collection
voice
• Printed or electronic guest service directory in hotel’s specific voice

Television:
• Hotels are required to have at least one flat panel TV with HD programming per room.
o Refer to TV size standard
o The maximum TV size is determined by room design and size.
• Hotels are encouraged to mimic Marriott’s channel line-up standard. Review Channel Line Up on
MGS
• Additionally, installing the Marriott Guestroom Entertainment (GRE) platform from one of the
approved vendors is not a requirement for the brand. Hotels are encouraged to evaluate and
consider adopting the GRE platform.
• VOD (Video-on-Demand) is optional

Telephone:
• Minimum of one touch-tone telephone with programmable speed dial buttons and voicemail
• Whether corded or cordless, the phone must be placed bedside. If a second phone is placed

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 STANDARD OPERATING PROCEDURES

in the guestroom, it may be placed anywhere in the guestroom.

HOUSEKEEPING SERVICES
• Daily housekeeping is offered
• If a bed linen and terry refresh conservation program is in place, collateral that communicates the
program details is required
• Refer to the Lost & Found policy for complete list of requirements

X. PUBLIC SPACE
BUSINESS CENTER SERVICES
Hotels must ensure boarding pass printing capability is provided via one of the following:
• Front desk
• Business center
• Concierge
• Dedicated PC

A stand-alone business center is not a brand requirement; nor endorsed in a high-traffic public
location. Minimum business center services, including printing, must be available via the front
desk. Consider market demands.

Selected device must have security that is Cardholder Information Security Program (CISP) standard and
Payment Card Industry (PCI) compliant and which eliminates tampering to:
• BIOS hard disk
• operating system
• network settings
• desktop applications

ICE DISPENSING
Guest must be able to procure ice during their stay; via the below options, alternative methods to be
presented to MI for review/approval:
• Enclosed ice dispensing unit on each or select guestroom floors – fully enclosed with door and
glass window required
• Hydration station incorporating water/beverages and ice
• Ice “box” featuring pre-packaged ice bags
• Upon request via in-room dining or guest services

FITNESS CENTER

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 STANDARD OPERATING PROCEDURES

Modern, complimentary fitness center is available 24 hours a day** and provides the following:
• Guestroom electronic key access
• Welcome Station:
o Bottled water or water cooler with cups
o Clean wipes
• Fitness Area:
o 49” – 60” Television
o Clock
o Rules and Safety poster
o Hand towels
o Towel receptacle
o Clean wipes
o Trash can receptacle
o Low volume music
o House telephone
• Health Club Quality Equipment Including:
o Cardio equipment with individual, integrated viewing screen
o Free weights
o Resistance training equipment

Fitness Center Size/Area (not including swimming pool and recreation space)
Guestrooms Minimum sf (m2)
Up to 200 1,000 sf (95 m2)
201-450 1,500 (140 m2)
451-650 1,700 sf (160 m2)
651-850 2,000 sf (190 m2)
851+ 2,500 sf (230 m2) + optional studio

**If Fitness Center is not available, hotel provides complimentary access to a local Fitness Center.
If there is more than one Fitness Center on-property and there is free access to at least one Fitness Center,
fees may be charged for facilities that are part of a larger health club / spa, relative to the local market,
or as approved by Brand.

LOBBY
Lobby area provides a combination of adaptable spaces, flexible furnishings, technology, and convenient
connectivity.

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 STANDARD OPERATING PROCEDURES

• Music programming applicable to the hotel brand and day part

• Food & Beverage offerings during morning and evening hours, daily
• Complimentary Wireless Internet service
• Business services available

Display appropriate directional signage to outlets, meeting space, etc. Boarding pass printing service
available 24 hours per day. A dedicated PC or kiosk is not mandatory, but hotels opting to utilize a
dedicated PC or Kiosk for boarding pass printing must comply with the Boarding Pass Printing Standard.

MEETING SPACE
• Meeting services should reflect the core branding of the hotel - offering custom-crafted,
memorable meeting experiences with engaging service and superb F&B options
• Food & Beverage offerings and menus are available on hotel webpage
• Audio / visual services are offered
• Internet access available within meeting space
• Complimentary wireless Internet access available in pre-function area
• Appropriate directional signage to outlets, meeting space, etc.

XI. LIFE SAFETY / LOSS PREVENTION

• Traveler Safety Tips are present in room, on key packets or key cards
• Parking lot / garage lights are operational
• Bio hazardous and Infectious Materials Handling Standard must be followed
• Comply with Marriott’s Fire Protection / Life Safety Module 14 Standard
• Candle Policy Standard
• Carbon Monoxide Detection
• Emergency Procedures Manual / Crisis Management Plan
• Refer to Safety & Security policy for complete list of requirements for Threat conditions
• Services for Disabled Guests

CRIBS
Hotels must provide complimentary cribs / play yards and crib / play yard bedding upon guests' request,
cribs meet or exceed standards set by:
• Note: There are NO approved wooden cribs. Cribs with drop sides are NOT allowed
• US and US Territories: Cribs / play yards / bedding used in US and US Territories must meet
requirements from the following organizations
• U.S. Consumer Product Safety Commission (CPSC)

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 STANDARD OPERATING PROCEDURES

• American Society for Testing & Materials (ASTM)

• Juvenile Products Manufacturers Association, Inc. (JPMA)
• California 603 Fire Standard
• Canada: Cribs / play yards / bedding used in Canada must meet requirements from Canada Safety
Counsel
• US Only: May use CoverPlay play yard cover and fitted play yard sheets or the 2450 Pinnacle
Compact Crib (model 1331107 or model 1331097).
• Canada: Cribs / play yards / bedding used in Canada must meet requirements from Canada Safety
Counsel
• Crib Standard

XII. SALES & REVENUE MANAGEMENT (GENERAL STANDARDS)

Group Global Booking Fee Standard
Single Image Inventory Standard
Group Intermediary Commission Process & Controls Standard - All policies written in the standard
apply, with the exception of reference to specific systems access such as CTAC, CI/TY, and SFAWeb.
Look No Further Guarantee Standard
U.S. and Canadian Government Per Diem Rate Policy Standard - All policies written in the standard
apply, with the exception of references to the MARSHA system and the use of Market Code 16.

XIII. SYSTEM STANDARDS

Identity & Access Management Standard
Information Protection & Cyber Security Policy
Boarding Pass Printing Standard
Carbon Footprint and RFP reporting Standard
Carbon Reduction policy
Credit Card Operations
EPIC Standard
Group Intermediary Commission Process & Controls Standard
Marriott Reservations Data Warehouse Standard
Marriott Bonvoy Standard
MARSHA Standard
MHR PMS Standard
One Yield Standard
Opera PMS Standard
IT Security Incident Response

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 STANDARD OPERATING PROCEDURES

PBX Operations & House Telephone

Physical Security Standard
Serving and Hosting Platforms
Security of Confidential and Personally Identifiable Information Standard
Music Licensing Requirements (U.S., including Puerto Rico, Guam)
Room Blocking Standard
Associate Room Rate Discount Policy

XIV. TRAINING
In addition to the following training, managed hotels must complete training required for Marriott
International managed hotels. Required Training for NALO MI-managed Hotels on MGS

FOOD & BEVERAGE

Management Certification
• Culinary Managers, Banquet Chef, Executive Steward / Chief Steward, Assistant Engineer, Director
of Engineering, Executive Chef, Restaurant Managers, Sous Chefs, and property leaders, GM,
Assistant GM or Human Resources Manager require Food Safety Training and certification within
the first 60 days of employment and recertified every 5 years as required by governing health
authorities and Marriott International.
• Marriott’s approved provider of Management Food Safety Training is the Training Achievement
Program Series (TAP). TAP provides easy access for management associates to receive online Food
Safety Training, and provides senior leaders & administrators with Food Safety Certification
resources and instructions. The final Certification is provided from the National Registry of Food
Safety Professionals (NRFSP) and satisfies the requirements of the Marriott Global Food Safety
Audit. See TAP Series Training.

Food handler (non-management) Great Food Safe Food - Non-management associates involved in the
receipt, storage, preparation and delivery of food and beverage do not require certification, however,
they require Great Food, Safe Food training within the first 60 days of employment and every 2 years
every 2 years. Proof of training is kept on file for QA verification.

Service of Alcohol - Associates who sell, serve or supervise those who sell or serve alcohol receive formal
training in the responsible service of alcohol within the first 3 months of employment and recertification
every 3 years. Marriott recommends TIPS (Training for Intervention Procedures) but other nationally or
regionally recognized training program, such as those recommended by governing liquor licensing
regulatory agencies or police departments are also acceptable. Proof of training is kept on file for QA
verification.

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 STANDARD OPERATING PROCEDURES

MARRIOTT EXECUTIVE ORIENTATION – NALO/North America only

General Managers/Directors of Sales requires a 2-day Executive Orientation meeting and a 1-day Brand
Orientation at Marriott Headquarters within the first 12 months of hire or upon transfer. CALA properties
may elect to send either the General Manager or Sales Leader should they desire.

MARRIOTT BONVOY
Marriott Bonvoy is the unified loyalty program for all Marriott International global properties. All
references to previous loyalty programs cannot be used. Reference the Marriott Bonvoy MGS portal,
with additional information:
• Engagement & Celebration
• Implementation
• Member Communications
• Shipments & Collateral
• Tools & Resources

Marriott Bonvoy training is required. Hotels ensure guest contact associates and managers are trained,
certified and able to execute benefits delivery for the Marriott Bonvoy Loyalty Program. Associates
require an individual EID to complete training. Find all required training, course numbers, and further
information applicable to your position in the Marriott Bonvoy Training Lookbook.

SALES/REVENUE MANAGEMENT TRAINING

• MARSHA: At a minimum, the Director of Sales completes MARSHA CBT (Computer- Based Training)
also known as MARSHA Basics / Inventory Management Foundations.
• CI / TY: Consolidated Inventory & Total Yield - CI / TY is a brand standard for managed and franchise
hotels in the US and Canada.
o Associate using CI / TY receive comprehensive training specific to their function prior to Go‐Live.
During the launch period, training is conducted in-market with pre‐work and follow‐up training
provided through Discovery Café. Associates are assigned a role‐based training plan before
training begins and learn how to personalize their training plan for follow‐up and future learning
of new skills. Some training is delivered online but most disciplines attend in‐person training.
Consolidated Inventory/Total Yield Main Page on MGS

SERVICE TRAINING
Customer Service Platform
Since customer service is a cornerstone of an upper-upscale to luxury hotel experience, hotels joining the
Autograph Collection must demonstrate their ability to deliver the high-level of customer service this tier

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 STANDARD OPERATING PROCEDURES

of guest requires. Autograph Collection hotels are required to bring their brand positioning to life by
programming customer touch points and signature service moments throughout the guest journey and
provide training programs that deliver a customer experience in support of their brand position.
Autograph Collection hotels must align guest touch points with the hotel’s brand positioning in an intuitive
and memorable way for the guests.

Autograph Collection Brand Immersion Training

Autograph Collection hotels are required to provide New Employee Orientation, train their personnel on
Service Skills and hold a Daily Stand-Up meeting. These modules have been created to allow properties
the opportunity to seamless integrate its own brand positioning and story into the Autograph Collection
brand.

Autograph Collection provides several training programs to help new employees get started in their role:

• Welcome is a blended learning program that introduces new associates to service and Marriott
International, its core values, and portfolio of brands. The majority of the program is facilitated in
a classroom environment and incorporates a hotel tour and activities intended to help new
employees better understand their property and its key players.
• Autograph Collection Orientation is a highly-customizable instructor-led training experience for
new employees and must be completed within their first 30 days of employment. It serves as an
introduction to the Autograph Collection brand as well as the hotel’s brand, history and values.
• Autograph Collection Service Excellence is designed for “high guest contact” associates and is
required within their first 60 days of employment. Service Excellence focuses on how to deliver a
signature experience to guests that is Exactly Like Nothing Else through concepts such as
communication skills, guest loyalty and problem resolution.
• Daily Stand-Up Meeting
o Hotels must conduct a Daily Stand-Up Meeting, a 15-minute meeting for all associates, to
reinforce customer service skills and communicate information about VIPs, arrivals and
departures, important news, associate events such as birthdays and anniversaries, and
other company or hotel news

SYSTEMS TRAINING
General Managers and Front Office associates complete PMS training, either MI PMS CBT (Computer-
Based Training) or Opera PMS CBT, and MARSHA CBT, One Yield Training, and complete the MARSHA
Certification Exam.

OPTIONAL TRAINING

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 STANDARD OPERATING PROCEDURES

mHub (formerly known as myLearning) is Marriott’s repository for all learning and required and
suggested associate training. With training at your fingertips, you can browse course catalogs, enroll
in eLearning and select instructor led courses, create learning plans, and view select transcript
information.

Compass
Required training and a Brand Standard, associates must complete the modules in Compass: Navigating
the Front Office. It is designed to build the knowledge and skills Front Office managers, supervisors, and
associates need to be successful. Compass connects participants to a carefully ordered series of hospitality
and technical skills modules, hands-on experiences, and plenty of practice through a user-friendly online
application. An interactive and dynamic learning platform, Compass serves as a roadmap on the new hire
learning journey.

PROGRAM GUIDES
guestVoice
guestVoice is Marriott's global guest feedback program that builds on the strengths of our GSS and ESS
programs and integrates guest sentiment from social media listening. It helps amplify how properties
listen, act and respond to guest feedback, connect to more guests and in more ways, and drive customer
loyalty and hotel performance.

The Global Quality accountability thresholds define the performance classification categories (Green,
Clear, Yellow, and Red) which measure hotel compliance to guest satisfaction and operational standards.
The accountability threshold values align with current continent performance as well as the separate
scores for Brand Standard Audit (BSA) Brand and Operations sections. The thresholds are set to achieve
a target distribution of color classifications for each metric.
• Brand Standard Audit ("BSA") Performance Classifications categorize hotels based upon their
level of compliance with the criteria of the BSA to support the strategic goal of building
adherence to Marriott brand and operational standards.
• Guest Satisfaction Surveys ("GSS") Performance Classifications categorize hotels based upon
their GSS Overall Intent to Recommend (ITRec) Score from guestVoice. GSS is the only
component of guestVoice that is included in the QA program and is the sole measure for QA
Program Accountability for any tracking period in which the hotel does not have a BSA.
o Thresholds are established to classify hotel performance in achieving Guest Satisfaction
goals. Refer to the QA Program Guide in the Resource Library on the QA website for more
information regarding GSS Performance Classifications.

Event Satisfaction Survey (ESS)

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 STANDARD OPERATING PROCEDURES

The Event Satisfaction Survey (ESS) process measures event planners’ satisfaction within each Autograph
Collection hotel.

ESS examines how event planners evaluate important aspects of their events and provides critical
information to improve planner loyalty, attract new customers, and enhance brand image. The ESS
results offer each hotel a simple, focused way to identify problem areas as well as areas planners perceive
as strengths. Visit the EES page on MGS to learn more.

XV. OPTIONAL OFFERINGS / FACILITIES

CONCIERGE, GUEST, CLUB LOUNGE
A guest floor lounge is not a brand requirement, nor encouraged but, if provided, it shall be consistent
with the overall property brand positioning and design strategy. Hours of operation are clearly presented.
Access limited to:
• Lounge level guests
• Property VIPs
• Marriott Bonvoy elite member benefits
• Food & Beverage offerings
• Lounge is staffed whenever food or liquor services are offered
• Train and ensure the lounge attendant is knowledgeable about local area and hotel facilities,
amenities, and services
• Ensure there is no solicitation of tips in any manner (display or verbal)

Lounge facilities include:

• Television and music
• Reading materials (newspapers, magazines)
• Functional spacing available for dining, working, or socializing
• Complimentary wireless internet access
• Boarding pass printing services if a dedicated PC for Boarding Pass printer is used, hotels must
comply with Boarding Pass Printing Standard

GOLF
If a golf facility (facilities) are present, the following are offered:
• Rental club and shoes are available
• Beverage cart is available during peak play
• Associates are in proper golf attire

POOL / WHIRLPOOL

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 STANDARD OPERATING PROCEDURES

Any pools and whirlpools must comply with governing laws and Marriott standards.
• Pool and Whirlpool Safety Standard
• Offer a combination of upscale residential style adaptable lounging seating spaces
• Provide high quality lounge chairs
• Provide complimentary pool towels
• Offer Food and Beverage Services during peak hours

BEACH
If a beach is present, the following are offered:
• Complimentary towels
• Combination of upscale lounging options such as lounge chairs, chaises, beds, cabanas, security
box for guest belongings are recommended
• Complimentary or rental chairs
• Beverage service relative to local market and governing code
• Beach activities relative to local market and governing code

HOTEL SPA
Hotels with spas offer the following, at a minimum:
Three types of massages such as:
• Swedish
• Aromatherapy
• Sports/deep tissue

Two types of facials such as:

• European deep cleansing
• Aromatherapy

One type of body service such as body wraps, body scrubs, etc.

RESORT SPA
In addition to Hotel Spa requirements, resort spas offer the following:
Four types of body services (based on local / regional themes or target audiences):
• Body wraps
• Masks
• Body scrubs / polishes
• Hydrotherapy baths

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 STANDARD OPERATING PROCEDURES

Packages (based on local / regional themes or target audiences) are required:

• Half day
• Full Day, Couples, Brides

XVI. MARKET SHARE REPORTING

Participate in Smith Travel Research market share reporting (at a minimum of monthly reporting)
based on availability of an adequate competitive set. Autograph Collection Brand Leader determines
variance from this standard.

XVII. REGIONAL VARIANCES

NALO/CALA (properties located in North America, Caribbean, Central and South America):
• May offer wired in addition to wireless Internet access
• Excluded from the GPNS Provider and Technical requirements
• Not required to produce a signed contract or property agreement with the hotel’s Property Internet
Provider
• Excluded from the GPNS System Installation Certificate signed by the Certified Property requirement

OUTSIDE THE UNITED STATES - THE FOLLOWING DO NOT APPLY:

• 24 hour valet parking
• Smoke free; see Smoke Free Standard
• Coffee service “to-go”, high quality in-room coffee/ tea service, or 24 hour access to complimentary
coffee
• Credit Card System - Global Card Services (GCS) Standard
• Marriott Reservations Data Warehouse Standard
• LightSpeed Standard & Training
• Group Intermediary Commission Process & Controls Standard

EUROPE - THE FOLLOWING APPLY:

• Box springs are not required as part of the bedding program
• Opera PMS Standard
• European Union Data Protection Directive Policy for Front Office
• May offer wired Internet where available
• EU hotels must be able to show recent invoices that specifies the bandwidth
• EMEA bar hours may be adjusted per the Brand Standard Audit
o Lounges - All Day Continuous Service
▪ Minimum 12 hours, opening hours market determined, earliest closing time 11pm
o Bars
▪ For Properties with bar operations separate from lounge operations, these can be opened

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 STANDARD OPERATING PROCEDURES

based on local demand.

MEA - THE FOLLOWING APPLY:

• Opera PMS Standard
• Comply with Marriott’s Global Property Network Standard (GPNS)

ASIA-PACIFIC - THE FOLLOWING APPLY:

• Residential Bath Amenity: Continental/Regional Variances: please review the global brand
standard on MGS
• Guestroom television is a minimum of 42 inch flat panel HD
• Comply with Marriott’s Global Property Network Standard (GPNS)
• Wireless IA is required in outdoor areas
• Rooms Service operates 24 hours a day, 7 days a week
• Dry-cleaning services are available 7 days a week
• Smoking allowed

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