Residential Amenities

Implementation Guide & Checklist

Select & Premium Hotels

GENERAL MANAGERS: It is imperative that you review this entire

guide and then review with your Engineering, Front Office, and
Revenue Management teams as you create your deployment plan.

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Checklist

There are several steps that each hotel will need to complete in the preparation, installation, and
implementation of the upcoming Residential Amenity Program roll out. Hotel leaders should utilize
these guidelines and this checklist to help you through the process.

 Review Residential Amenity Program Requirements

o Review Continent’s Residential Amenities Program Page
o Review Continent’s Residential Amenities Overview
o Review your brand’s bath amenities page

 Review Residential Amenities FAQs

 Order Brackets, Installation Templates & Bracket Keys
 Create Deployment Plan
 Educate Engineering Leaders
 Educate Engineers & Installers
 Educate & Prepare the Housekeeping Team
 Educate & Prepare the Front Office Team
 Determine Disposal & Recycling Plan
 Pay for Brackets, Installation Templates & Bracket Keys
 Order Residential Sized Bath Products
 Begin Installation
 Post Installation

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 1. Review Residential Amenity Program Requirements:
• US|CAN Residential Amenity Program Launch Page

• US|CAN Residential Amenity Program Overview

• Global Brand Bath Amenity Programs

2. Review Residential Amenities FAQs:

• Detailed questions and answers have been prepared for the Residential Amenity Program that
cover topics on installation, products, and best practices. Hotel leaders should read the
Residential Amenity FAQs carefully to develop an understanding of the entire program and what
is involved for each brand/hotel

3. Order Brackets, Installation Templates and Bracket Keys

• Click on the Select & Premium Take Action: Order Brackets tab and review the instructions for
ordering

• Review the US|CAN Bracket Ordering Job Aid for step by step instructions

• Utilize Bracket Calculator to determine how many brackets you need to order

• Place order for brackets, installation templates and bracket keys from your approved bracket
vendor

o Hotels are required to order an installation template that Engineers (or Installer) must
use when installing the brackets on the wall. One template per Engineer (or installer) is
recommended

• The template will be used to ensure the brackets are level, at the correct height
and spaced consistently across every installation

o Each housekeeper and anyone responsible for replacing empty or damaged bottles will
need a bracket key

• While bracket ordering happens early in the deployment process, the bracket shipping window
is 12-24 weeks after orders are placed. Payment will NOT BE REQUIRED until net 30 after your
brackets have shipped

o Hotels with requested ordering deadlines of 3/31/21 (per the brand launch schedule)
will not have a financial commitment until Q3 2021
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 4. Create Deployment Plan
• Review occupancy levels to determine the best timing for installation, align with Engineering,
Front Office & Revenue Management to ensure 24-36 hours of cure time

o Tape and silicone MUST cure on walls and remain DRY for at least 24 hours, 36 hours is
preferred. The brackets, tape and silicone must not get wet during this time; therefore,
the guest room will need to be vacant

o Brackets may be installed prior to receiving residential sized products to ensure proper
installation and cure times. Small bottle product should continue to be used until the
new residential product becomes available

• Allow 15 min for the first guest room installation

o If removing old brackets, more time will be needed to ensure removal and proper
cleaning and preparation of surfaces is completed

o Ensure all engineers / installers are included in the first guest room installation to
ensure all receive the same direction

o Once the engineers and installers are comfortable with the procedure, installation
speed will increase

• Plan on approximately 6 minutes per room for remaining guest room installations (not including
removal of old brackets)

o Test hotels were between 5 to 6 minutes per room once Engineers and installers were
comfortable with procedure

• Coordinate engineering & installer schedules to align with timelines created

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 5. Educate Engineering Leaders
• Carefully read all installation instructions in the Bracket Installation Guide from beginning to end
so they are familiar with all the steps of installation

• Watch the Bracket Installation Video

• Engineering leaders of AC, AH, CY, ELMT, FF, FP,RI, SHS and TPS hotels must fully understand
how to remove their current brackets and to prepare and clean the surface for the new bracket
installation if they are transitioning to the Dovelok bracket and bottle system

o AC & MOXY Hotels:

• Existing brackets have been mounted using screws. Repairs will need to be
made to tile after removing the existing brackets

o After removing the screws, if the bracket does not release, follow
the instructions in the Bracket Removal Process beginning with
step 4
o If holes are present, replacing the tile or panel surround would be the
preferred method of repair
o If replacing the tile or panel surround is not possible, all holes should be
filled with a grout, caulk should not be used as a filler
▪ If holes are in the tile, use a grout that matches the color of the
tile
▪ If holes are in the grout, use a grout that matches the color of
the existing grout
o Utilize the installation template to cover as many of the holes with the
new brackets as possible

• Tile surfaces will need to be thoroughly cleaned after removal to ensure

mounting of new brackets will hold

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 o AH, ELMT and FP Hotels:

• Existing brackets vary with some having baskets and some not, this may affect
covering of old mounting area with new brackets.

• Existing brackets should have been mounted using marine-grade tape and
silicone only. If mounted with screws, repairs will need to be made to tile after
removing the existing brackets

o If replacing the tile or panel surround is not possible, all holes should be
filled with a grout, caulk should not be used as a filler
▪ If holes are in the tile, use a grout that matches the color of the
tile
▪ If holes are in the grout, use a grout that matches the color of
the existing grout
o Utilize the installation template to cover as many of the holes with the
new brackets as possible
• Remove old brackets utilizing the Bracket Removal Process

• Tile surfaces will need to be thoroughly cleaned after removal to ensure

mounting of new brackets will hold

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 o US|CAN CY, FF, RI, SHS, TPS Hotels:

• Existing brackets should have been mounted using marine-grade tape and
silicone only. If mounted with screws, repairs will need to be made to tile after
removing the existing brackets

o If replacing the tile or panel surround is not possible, all holes should be
filled with a grout, caulk should not be used as a filler
▪ If holes are in the tile, use a grout that matches the color of the
tile
▪ If holes are in the grout, use a grout that matches the color of
the existing grout
o Utilize the installation template to cover as many of the holes with the
new brackets as possible
• Remove old brackets utilizing the Bracket Removal Process

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 6. Educate Engineers & Installers
• Bracket mounting surface must be cleaned in preparation for bracket installation following the
Bracket Installation Guide process

• Brackets require no drilling or screws and should not be mounted using screws

• Brackets are mounted using a marine grade acrylic tape and silicone caulk following the Bracket
Installation Guide process

• Brackets must be installed using

the installation template and
following the Bracket Installation
Guide process

o Measurements must be
taken in every guest room
bathroom to ensure the
template is at the right
height

• To ensure the top

of the bottle
pump is at the
desired height,
measurements
must be taken
from the bottom
of the
shower/bathtub
to the bottom
edge of the
installation
template

• A level must be used to ensure the template is level prior to bracket installation

• The preferred location of the brackets is either the shower head wall or the opposite wall.
Hotels should avoid mounting the brackets on the side wall so that the bottles and brackets do
not interfere with the guests use of the shower.

• Bottles lock in with the dovetail on the back of the bottle

• Bottles must be removed using the unique key provided with the brackets

• Products are generally the same as what the hotel offers in small bottles

o Some brands have transitioned to new branded programs and hotels should review
their brand’s Bath Amenity Program page on MGS to learn more about their program

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 7. Educate & Prepare the Housekeeping Team
• Housekeeping leaders should thoroughly review their brand’s Bath Amenity Program page on
MGS to learn more about their program

• Review goals of the Residential Amenity Program found in the US|CAN Residential Amenity
Overview

• Each brand created bottles with special features to make program execution easy for
Housekeeping. Understand what they are before sharing with your team:

o Bottles are either translucent or have a viewing window on the side to show product
levels. Lines on the label, lines on the bottle and some labels themselves identify when
bottles should be replaced. Review the Bottle Replacement Guidelines for your brand

o Bottles lock in with the dovetail on the back of the bottle

o Bottles must be removed using the unique key provided with the brackets

o Products are generally the same as what the hotel offers in small bottles

• Some brands have transitioned to new branded programs and hotels should
review their brand’s Bath Amenity Program page on MGS to learn more about
their program

o Bottles made of HDPE or PET plastics and are recyclable in most locations

• Hotels must recycle used bottles based on their local recycling laws. See the Determine Disposal
and Recycling Plan section of this document for more details

• Bottles must be placed in the following order:

o Bottles will be numbered on the side

(either at launch, or shortly after).

o Shampoo (1) on the left

o Conditioner (2) in the middle

o Shower Gel/Body Wash

(3) on the right

o Bottles must be placed

in this sequence to
ensure guests that are
visually impaired are
always able to
distinguish the product
by the order in which
they are placed

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 • All bottles (shower and vanity) must be cleaned and disinfected using your existing bathroom
cleaning products during the bathroom cleaning process. This includes the pumps, bottles, and
brackets

o Bottles do not need to be removed from the bracket for cleaning.

o Spray Bottles, brackets & pumps with cleaning product along with shower walls and
then allow the cleaning product to dwell.

o Bottles, brackets and pump should be wiped and rinsed after dwell time

o If pumps have excess product in the nozzle, ensure nozzles are cleaned accordingly

8. Educate & Prepare the Front Office Team

• Review Front Office Associate FAQs

• Review goals of the Residential Amenity Program found in the US|CAN Residential Amenity
Overview

• Review the Residential Amenity Program FAQs

• Staff should be able to answer guest questions on Residential

Amenities

• Review Residential Amenity Bottle specifics:

o Bottles are either translucent or have a viewing

window on the side to show product levels. Lines on
the label, lines on the bottle and some labels
themselves identify when bottles should be replaced.
Review the Bottle Replacement Guidelines for your
brand

o Bottles lock in with the dovetail on the back of the bottle

o Bottles must be removed using the unique key

o Bottles are tamper proof and not refilled

o Bottles made of HDPE or PET and are recyclable

• Sample bottles should be on hand so they can see how they are tamper proof

• Discuss the cleaning and disinfecting process of the bottles

o Bottles, pumps and brackets are cleaned and disinfected during

housekeeping service with the same hospital grade cleaning products
as the rest of the guest bathroom

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 9. Determine Disposal & Recycling Plan
• The Residential Amenity bottles are made of either PET or HDPE recyclable plastics, which are
the two most common forms of recyclable plastics.

• Hotels must review local recycling laws to ensure proper disposal of bottles and pumps

o Hotels in California must dispose of all

residential-sized shampoo, conditioner, hand
soap, face wash and body wash products in
accordance with the state’s hazardous product
disposal guidelines

• In most cases the bottle and pump can be recycled

together and there is no need to remove the pump

o When pumps are required to be removed,

ensure your hotel has the proper tool to do this.
The pump removal tool can be purchased from
your amenity distributor

• If hotel does not have a recycling provider yet and one is available in their area, they must set up
recycling services to recycle the amenities bottles

• Bottles should not be disposed of in the normal trash stream unless recycling is not available in
your area. Bottles must be kept separate and placed in the correct recycling containers by
housekeeping. Hotels will need to create an LSOP for hotel associates to follow.

10. Pay for Brackets, Installation Templates & Bracket Keys

• While bracket ordering happens early in the deployment process, the bracket shipping window
is 12-24 weeks after orders are placed. Payment will NOT BE REQUIRED until net 30 after your
brackets have shipped

o Hotels with requested ordering deadlines of 3/31/21 (per the brand launch schedule)
will not have a financial commitment until Q3 2021

• US|CAN Marriott Managed Hotels may process payment for the brackets utilizing CAPEX funds

• The installation template and bracket keys must be processed utilizing operating funds.

• Franchise hotels must consult with their management company finance team to determine
funding

• Guidance on costs to budget were provided in the 2021 Budget Guidelines on the Initiatives
Tab

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 11. Order Residential Sized Bath Products
• Hotels will order Residential Amenity products from the below distributors when they become
available

o U.S. Select Brand Hotels: HD Supply will be the only distributor

o U.S. Premium Brand Hotels: Guest Supply will be the only distributor

o Canada Select & Premium Hotels: Veritiv and HD Supply will be the only distributors

o American Hotel Register will not carry any of the Residential Amenity Products. HD
Supply will not carry any of the products for Premium Brands in the U.S. and Guest
Supply will not carry any of the products for Select Brands in the U.S..

• Residential Amenity bottles are between 10 - 12 oz (300 – 360 ml)

• For initial orders, plan on shower gel/body wash lasting 10 days and shampoo & conditioner
lasting 2 weeks.

o Resort hotels and hotels in warmer weather climates may want to consider a shorter
timeframe given guests may take multiple showers daily

• It is recommended hotels order 1.25 PAR to ensure hotels can maintain product while usage
patterns are determined

o Resort hotels and hotels in warmer weather climates may want to consider ordering 1.5
PAR to account for guests taking multiple showers daily

• Review your brand’s Bath Amenity Program page on MGS for detailed product requirements

12. Begin Installation

• Remove any old brackets, repair any damaged tiles (if necessary)

• Clean and prepare shower wall surfaces

• Install brackets on shower walls

o Brackets may be installed prior to receiving residential sized products to ensure proper
installation and cure times. Small bottle product should continue to be used until the
new residential product becomes available

• Log bracket installation on the Bracket Installation Tracking Sheet

• Ensure brackets CURE and remain DRY for at least 24 hours, preferably 36 hours, before
installing bottles

• Stock bottles of products on HSKP carts, replacing small bottle amenities

• Install bottles in guest rooms where brackets have cured

• Inform front office of guest rooms where Residential Amenities have been installed so they are
prepared to answer guest questions

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 13. Post Installation
• Housekeeping leaders must ensure proper cleaning and disinfection of the brackets, bottles and
pumps is being completed

• Housekeeping leaders must ensure replacement of bottles occurs when required. Bottles are
either translucent or have a viewing window on the side to show product levels. Lines on the
label, lines on the bottle and some labels themselves identify when bottles should be replaced.
Review the Bottle Replacement Guidelines for your brand

• Bottles should be removed during the guest room preventative maintenance process and the
brackets should be cleaned to ensure no build up, mold or mildew

• Should a guest run out of product during their stay, and operating protocols do not allow for an
associate to enter the guest room while the guest is present, the following steps should be
taken:

o Offer the guest single-use small bottle amenities if the hotel has them in stock and then
replace the empty bottle(s) at the next opportunity when the guest is not in the room

o Work with the guest for them to vacate the room so the associate may enter and
replace the empty bottle(s)

• Should a bracket or brackets fall off the

wall during a guest’s stay the hotel will
need to relocate the guest so that a new
bracket(s) can be installed properly (wall
cleaned, bracket installed, tape cured).

• Use GXP to track issues with Residential

Amenities as well as guest sentiment.
Case subtypes to be used are Residential
Shower Amenity Bracket Broken or
Damaged and Residential Shower Amenity

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