Originally Posted by
The Road Goes On Forever
Under the franchise scenario, Marriott has zero say in anything staffing related from pay rates, number of FTEs on site, what's in the handbook to who is hired for any position and why should they, it's not their hotel, it's XYZ's hotel. It's the same for any major brand under a franchise arrangement.
That's sort of true. Marriott publish their franchise documents online ("
US Franchise Disclosure Documents") which are very interesting, there's
over 600 pages about running a Courtyard franchise which includes the franchisee's obligations starting from page 80.
Originally Posted by Courtyard by Marriott, Franchise Disclosure Document, Page 108
We require franchisees to operate the hotel or to retain a management company consented to by us to operate the hotel (Franchise Agreement – Section 8.1). A general manager who has successfully completed our training program must directly supervise the business on the premises. We require the general manager and other managers to devote full time to the management and operation of the hotel.
Additionally, Marriott has an Audit Program which is used to regularly review hotels and ensure they're compliant with the brand standards. Of course, Marriott isn't going to cut off a hotel just for a few violations, they're in it for the fees paid by hotels, but they do have remediation steps and hotels are held (a little) accountable:
Originally Posted by Courtyard by Marriott, Franchise Disclosure Document, Page 100
If any hotel operated by you, your affiliate(s), or your management company is placed in the Red Zone in any quality assurance tracking period, we may require you to participate in an Audit Program/GSS Improvement program and pay our then-current fee, presently $20,000 for to the first 10 participants, plus 2024 Courtyard Domestic FDD Items 1-23:3447775_3 (03/31/2024) 92 $10,000 for up to 10 additional participants. Designed to take place over approximately nine months, the Audit Program/GSS Improvement program will consist of additional training on brand standards, in-person meetings and webinars, and non-accountable audits for each applicable Company Brand Hotel, at your expense. If the training is not successfully completed, you will be required to hire a third-party management company consented to by us to operate the hotels. The requirement to participate in the Audit Program/GSS Improvement program is in addition to any other rights or remedies we may have under the franchise agreements or applicable law.
Granted, from a guest's perspective, a process that takes
years to hold a hotel accountable to Marriott's standards is utterly pointless, so this is of little reassurance to guests, but for the sake of accuracy, there is standards and they are enforced.