ASIA PACIFIC CONTINENT

Club Marriott
Mobile E-Vouchers Redemption
Standard Operating Procedures

Brands: All Club Marriott Fully Participating Hotels & Resorts in Asia Pacific Continent excluding
Mainland China and India.
Excluding Ritz-Carlton Reserve, Bulgari, Edition, Design Hotels, Marriott Vacation Club
Divisions: F&B, Rooms, Finance, Pool and Fitness, IT
Departments: F&B Outlets, Front Office, Income Audit, Pool and Fitness, IT
Effective Date: March 1 2019

PROCESSES OUTLINED IN THIS DOCUMENT

1. Member redeems e-voucher dining benefit at the Food and Beverage Outlets
2. Member redeems e-voucher room benefit at the Front office desk
3. Member redeems e-voucher access for swimming/ gym benefit
4. End of shift process to report voucher redemptions
5. How to reinstate an e-voucher back to the mobile app

ABBREVIATION & TERMINOLOGY

Please note that these terms are for internal use only and should not be used in any interaction with guests.
CM Club Marriott
OTP One-time password
SMS Text Message
GMS Appointed 3rd party Vendor
CRM Customer Relation Management System
FOA Front Office Associate
F&B Food & Beverage

PROGRAM OVERVIEW & OBJECTIVE FOR MOBILE APP

The Asia Pacific Club Marriott program will be accepting Mobile E-Vouchers using the mobile application therefore
simplifying the redemption of vouchers for our clients. At the time of selling a Club Marriott membership member
will opt in to either physical vouchers or e-vouchers using the mobile app.

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Member redeems e-voucher dining benefit at the Food and Beverage Outlets

1. A Member or Guest with a e-voucher to be redeemed informs the F&B associate that they want to
redeem their dining benefits through their mobile app. To access the voucher they must LOG IN to the
mobile app.
Note: If a member cannot remember their Log-In details they can click on FORGOT LOG- IN on the home
page of the application.
2. Then choose MY E-VOUCHERS, click REDEEM. Only the vouchers available to redeem will show.
Choose the relevant e-voucher and click REDEEM. When the correct voucher appears, choice the
quantity to be redeemed then click REDEEM.

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3. Once the single e-voucher has been selected, tick the box to agree to the TERMS & CONDITIONS and
click REDEEM.
4. Member enters their PERSONAL PIN and the F&B associate enters the OUTLET PIN (Note: If the
member prefers to enter the outlet PIN themselves, associate can inform the member without writing it
down the outlet ‘PIN’)

5. Once both pins have been successfully accepted, the e-voucher is redeemed, and a unique 6-character
Redemption ID will display.

6. F&B associate takes note of the CARD NO and the REDEMPTION ID on the app.
7. F&B associate should record the following details into the POS for billing purposes;
• Club Marriott Card No
• Redemption ID
(Please note that dependent on your POS you may need your IT Manager to create a additional empty
rows that will enable you to record these details).

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Member redeems e-voucher room benefit at the Front office desk

1. A Member should inform the Front Office Associate that they want to redeem their Room Benefit e-voucher
at Check- in.
2. FOA acknowledges and retrieves members reservation from the OPERA system.
3. Member is asked to present the E-VOUCHER to the FOA.
4. Member enters their personal PIN and FOA enters the DEPARTMENT PIN (If the member prefers to enter
the outlets PIN themselves, associate can inform the member without writing it down of the outlet ‘PIN’)
5. Once BOTH PINS have been successfully accepted, the E-Voucher is redeemed, and a unique 6-character
REDEMPTION ID will display.

6. FOA should access the Guest OPERA profile, choose COMMENTS, the VOUCHER and record the
following details into OPERA system for billing purposes;
• Club Marriott Card No
• Redemption ID

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Member redeems e-voucher for access for Pool/ Gym benefit

If OPERA is available
1. A Member/Guest should inform the Fitness Receptionist that they want to redeem their Pool/Gym Benefit
e-voucher at Check- in to the fitness center.
2. The Member/Guest is asked to present their CLUB MARRIOTT MEMBERSHIP CARD/PHOTO ID for
identification purposes.
3. The Member/ Guest should enter their PERSONAL PIN and the Associate enters the DEPARTMENT PIN
(If the member prefers to enter the outlets PIN themselves, associate can inform the member without writing
it down of the outlet ‘PIN’)
4. Once BOTH PINS have been successfully accepted, the e-voucher is redeemed, and a unique 6-character
REDEMPTION ID will display.

5. Access the Guest OPERA profile, choose COMMENTS, then choose VOUCHER to include the following
details for billing purposes;
• Member/Guest Name
• Club Marriott Card No
• Redemption ID

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 6. If a Member of Guest is not staying in house always ensure that this is correctly noted within the registration
and ensure that this has been signed on entrance to the facility.

If MICROS or ALTERNATIVE POS (SpaSoft etc.) is available

7. The associate should record the following details into the POS for billing purposes;
• Member/Guest Name
• Club Marriott Card No
• Redemption ID

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How to re-instate an e-voucher to a Member

In cases where an error has occurred that their redeemed voucher needs to be reinstated a request should be sent
to GMS team to process.

Requests should be made by

1. Supervisor Level Associate (or above) completes the EVOUCHER REINSTATEMENT FORM.
Note: Ensure that the member is aware of a 2 working days timeframe to complete the process and the
reinstatement to appear in the members account.
2. Once the form is complete the EVOUCHER REINSTATEMENT FORM is to be given to the relevant Head
of Department for approval.
3. The Head of Department will send the manual form to the Director of Finance requesting approval.
4. The Director of Finance can either approve the request and send it to GMS Program Lead to process or they
can decline and follow up with the relevant Head of Department for further information.
5. Approving a request for redemption should be verified by reviewing the CRM redemption report against the
Micros report to ensure that the request and the reason is valid.
6. The GMS Program Lead will process the e-voucher reinstatement by forwarding to the
evouchersupport@GMS.com.
The Director of Finance should keep the record of the approved EVOUCHER REINSTATEMENT FORM as
a record of the transaction. This should be kept in a secure place in a clearly labelled file on their computer.

EVoucher Reinstatement Form

Hotel Name Outlet/Department :
No. Required Information Detail Comment
1 User Profile
i Member Name
ii Membership Number
iii Mobile Number
iv Email ID
v Location
vi Country
2 Voucher Details
i Voucher Name
ii Voucher Redemption Date
iii Voucher Redemption Time
iv Voucher Redemption ID

Note - Always attach the supporting ticket/bill. The Outlet/Department Manager will process the request to Finance. Finance
will process to GMS and this will take up to 2 working days to reissue the voucher after submission of this form.

Name and Signature Name and Signature

Associate Head of Department

Name and Signature

Director of Finance

FOR GMS INTERNAL USE

Date/ Sign: Requested By Date/ Sign: Reinstatement

Programme Manager/ Director GMS IT

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End of Shift Reporting for all Departments

Properties may receive both physical vouchers and digital e-vouchers during any given shift.

It is essential that the End of Shift Report is printed from MICROS/SPASOFT or OPERA and all supporting
documentation (manual receipts attached to the bill) is attached for Finance to process the reconciliation.

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Reconciliation of Members E-Vouchers redemptions

Property Finance Department associates will need to access GMS’s CRM system to reconcile against MICROS
and OPERA. Firefox is the preferred platform and can be accessed here:
https://mgscloud.marriott.com/mgs/marrdocs/mgs/common/technology/productsservices/downloadcentral/executa
blefiles/firefox52installer.exe

1. Use the following details to log in

CRM URL: https://myclubmarriott.gmscrm.net
Login ID: Enter Login ID
Password: Enter Password

2. Choose the Date Range, Program, Brand, Cluster & Property as below and click on
GENERATE.

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3. Within the VOUCHER REDEMPTION REPORT check that the Total Voucher Redemptions match the
OPERA and/or MICROS reports.

4. If there are discrepancies between the reports validate that the following columns/identifiers match;

• Card Number (Club Marriott Membership ID)

• Voucher Name
• Customer Name
• Redemption ID

5. Please note that e-Vouchers that have been transferred from a Member to another guest are shown as
below with a member ‘T-‘, highlighted above.

6. If there are valid discrepancies investigate with the specific Head of Department/Outlet Manager.

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