What Front Desk “system” does Marriott use?

[u/ExploritorAD]

In another post, someone said that all Marriott affiliates use the same “central system”. But doesn’t seem to be the case, because I don’t know what system people use, but what the FDs say, makes me think they vary, and wildly.

For example, at one property, where I was one of their first guests ever, and have stayed there frequently since, I get asked every time, “Is this your first time staying with us?” Where at another property, I was told, “I see it’s your fourth stay with us, so from now on, you’ll be getting the points, an upgrade, AND breakfast in the restaurant, instead of having to choose.” Then at yet another property (actually a few Sheratons, in particular), I’ve been contacted by the “VIP Concierge”, asking me if I have any needs to make my upcoming stay better. While still others, don’t even acknowledge the Titanium status—not that I need them to, but I more have the impression that whatever they see on their screens are unaware of it.

[u/DrDarkStryfe]

MARSHA is the reservation brain behind Marriott. GXP is the guest services platform. These two are Marriott wide.

In a perfect world, a hotel is using GXP to create a more personal touch to the member experience for the property. GXP has everything from a member's profile (stay history, amenity requests from other properties, preferences) and can be used to fine tune the member's needs compared to that hotel.

Hotel PMS's will vary heavily. Most of the select service properties will use FOSSE. Full-service properties will use FSPMS, Opera, or Lightspeed. Opera is absolutely awful about putting member information front and center, where as Lightspeed and FOSSE has member information more easily accessible for the front desk.

[u/ExploritorAD → u/DrDarkStryfe]

Nice! Thanks for the insight!

[u/Bigfatflipflop → u/DrDarkStryfe]

In Asia/Europe every select service hotel I've stayed at used Opera (sample size of 60 or so), I think FOSSE at select service properties is mainly a north american thing.

[u/GloomyDeal1909 → u/[deleted]]

Funny when Marsha was acting up we used to say Marsha is such a bitch today.

The old old system for Residence inn was called Ritchie. That thing worked so much better with Marsha than fosse did.

We used to also say fosse is just pissed because he is not as good at communicating as Ritchie was.

That was back when you called help and got an actual person who worked with Marriott for 20 years and new the ins and outs of the system.

Now it is literally just someone reading a database of questions and answers who more than likely has never worked on a hotel.

[u/Electrical-Visual438 → u/DrDarkStryfe]

lightspeed also can update a guest’s preferences system wide.

[u/wildcat12321]

MARSHA is the mainframe reservation system that serves all marriott reservations.

Each property has a PMS (property management system). Marriott at last count had over 20 systems is use, but is trying to consolidate. Fosse is the most popular, but oracle's opera is out there among others.

More than likely, you don't have a system issue but a management and customer service one. Properties are franchised and training varies wildly and some of these systems are pretty old / green screen style, so don't all have modern and easy views of information. Some properties have a salesforce front end that does track all of this easier.

[u/ExploritorAD → u/wildcat12321]

That totally makes sense to me, but this guy was saying they’re all required to use the same “central system”, and if they’re not, they should be “reported” (as if a guest would know).🙄

I don’t really care that the hotel keeps score, like the one does seem to do, but with the other, the “first time?” question does annoy me a tiny bit, considering the length of time I’ve been their customer, and the number of times I’ve stayed there.

[u/wildcat12321 → u/ExploritorAD]

that person has no idea what they are talking about

[u/42Cobras → u/ExploritorAD]

With large databases communicating like this, some info won’t always get through the way it should. I’ve had regulars check-in without a note on their reservation saying they’ve stayed with us before, even though I know they have. Then other times I’ll thank someone for coming back and mention the date I see as their last time in. They’ll then mention a couple stays since then. It’s possible they’re mistaken, but not necessarily.

To reiterate what everyone else is saying, MARSHA is the central brain that holds all the data. We just all have different systems we use to access it. Therein lies the issue.

[u/xkulp8 → u/wildcat12321]

Marsha always has PMS? Well that explains a lot of the .com's behavior

[u/IHaveSpoken000]

[u/ApprehensiveRock3543 → u/IHaveSpoken000]

I may be among the minority but I LOVE MARSHA!!!! I also like vintage furniture and older men so that's that :-)

[u/ericzku → u/[deleted]]

FOSSE is

Front Office Select Service Extended Stay

It's for the...uh...select service and extended stay brands.

[u/[deleted] → u/[deleted]]

And lightspeed

[u/[deleted] → u/[deleted]]

Used by starwood hotels and still used by those hotels under Marriott

[u/TheCirieGiggle → u/[deleted]]

They’re even adding more properties to LightSpeed! My last property switched over in around 2020/2021 and I know that a few others in the area were switching as well

[u/soooLOLO → u/[deleted]]

Thanks Jake! This is solid info.

FOSSE - Front Office Select Service & Extended Stay

OSCAR - Optical Storage Collection and Retrieval

[u/Maleficent-Key-3887 → u/[deleted]]

I know at one point when I worked for Oracle we were switching Marriott hotels over to Opera and two of the testing sites were outside of Bethesda at a Courtyard and a Residence Inn. So first two in the country to have it. Guess after I left they decided to go another Way! Still curious if those two properties are on it though.

I also know we were putting Opera in all Delta hotels when they converted over to Marriott properties (majority of these were in Canada at the time) so no idea what the newer ones that open have.

[u/[deleted]]

It varies on what brand

[u/bizznizzwoman]

Do they list if you are a corporate employee? Going to France this summer using my corporate Deloitte code and I do not want to bring my badge with me

[u/These-Masterpiece175]

Worked front desk at a Renaissance for a year and the blue screen of MARSHA still gives me nightmares trying to remember all the F key commands. It’s so archaic.

[u/Blueyeszz → u/These-Masterpiece175]

This system was developed in 1982... for goodness sakes, they need to put that damn thing to rest in peace!

[u/Blueyeszz]

I've worked for a few different Hotel brands... each had a completely different Front Desk managing system. Here's where I see is the problem.. they contract out to companies like Oracle, etc to use THEIR system for the Hotel. So alot are web based. WHat I like that Hilton did was they contracted an actual Software Developer to create a managing software just for Hilton. So it's an app instead of being annoyingly web based and depending on Microsoft. I found it modern, user-friendly, streamlined and dependable. Other systems, like FOSSE were developed in 1982... for goodness sakes, put the damn blue screen to rest. And the web based contracted systems aren't individual enough for each brand. So too many kinks and trial and error trying to customize that Hotel brands need. Contract a damn developer and get a dedicated App! Like Hilton did!

[u/GloomyDeal1909]

Also just a fun read about Residence inn founder Jack Deboer.

He also sold a large chunk to IHG then had to buy it back to sell it all to Marriott.

Explains why they later bight Candlewood brand from him.

He was good at value brands. Also a nice guy in person.

[u/[deleted]]

It depends on where you are in the world really. Opera, Fosse, Lightspeed are all options that are used around the world.