Marsha
(Costumer relationship management , social media, Salesforce)
- MARSHA is the software system that Marriott uses for everything from reservations, data collection, etc.
- It is outdated, used since 1984, leaving potential of a newer software because they are stuck in the past
- If they upgraded their software, they could store information easier and better for both employees and customers
- MARSHA has caused IT issues within the company including losing reservation of customers
- The app consistently glitches
- MARSHA requires employees to put in information manually, where an upgraded system could do it automatically, resulting in potential human error
- Epic : This has Hotel information such as pictures and hotels facts are managed in EPIC and published to digital channels including EMPOWER reservation , The Marriot mobile app and Marriott.com
- Hotel PMS: Once a reservation is confirmed it will “PA” to PMS from MARSHA and then it will be managed in PMS from check-in to check-out.
- MARSHA: is the central hub of the Marriott Reservation eco-System
- Empower Reservation App: Marsha presents rates & availability to all booking channels including the EMPOWER RESERVATION APP
- One Yield: Inventory, Availability ,pricing, and restrictions are managed in One Yield and the Posted in the Marriott Mobile App.
- Marriott Mobile App: Marsha presents rates and availability to all booking channels including Marriott Mobile App
What we have suggested Marriott to finish what they started in 2015 they were thinking in merging to NOSQL and I think that they will have benefit them tremendously they think MARSHA does everything they need however if you really think deep in the benefits of NOSQL than you really see what is SPEED and HIGH PERFORMANCE.
The Benefits of NOSQL is :
- Handle large volumes of data at high speed with a scale-out architecture.
- Store unstructured, semi-structured, or structured data.
- Enable easy updates to schemas and fields.
- Be developer-friendly.
- Take full advantage of the cloud to deliver zero downtime
How Does Marriott Recognize which Hotel is which to be distinguished in MARSHA?
All Marriott’s Hotel have a unique Marriott Property code “Marsha code” is a 5-letter code. They will begin with the first 3 letters of the closest Airport or City. Followed by their unique 2 letter code.
TOOLS AND EQUIPMENT
- Marriott uses Marsha which stands for Marriott Automated Reservation System for Hotel Accommodations.
It has been used since May,26,1984
- It approximately process over 8,000 transactions per second and manages over 10,000 hotels.
- FOSSEE is the property management system that Marriott used for nearly 4 decades it was created by Dave Berkus.
- They use Excel to input data to FOSSEE like group list.
- Salesforce is used to take care of Guest experience and generating more revenue by outstanding customer service
- Their main source of communication between employees is Outlook they have the emails linked in that way if someone receives a email from a contract company like "FEDEX" everyone in the Team can see it.
- They use SALESFORCE to chat and have automated messages from Guest!
Problems with MARSHA
- MARSHA has caused IT issues within the company including losing reservation of customers
- The app consistently glitches
- MARSHA requires employees to put in information manually, where an upgraded system could do it automatically, resulting in potential human error
The software and database should be changed for quicker and more accurate information. They are both really old, and if it is changed to a newer system, automated information can be added, making it more precise and easier for customers and workers.
The security measures were changed in 2014 after a large data breach, so they do not need another change of security measure.
The networks need to be changed and they do not use cloud computing, but they are in the process of transferring to that.
The people and procedures work well - there is obvious room of improvement when they finally do upgrade their procedures to make things less tedious for the people, however, they are in the process of doing that and will make it great once complete.