Company Profile

Marriott Hotels & Resorts is Marriott International’s iconic brand with 500 hotels and resorts in 60 countries. For over 80 years, the simple motto “People first” has been the foundation of Marriott’s corporate culture and success.

Challenge

The Calgary Marriott needed a rewards and recognition program that would support its retention strategy and consolidate the employee experience. Previously, the hotel had different recognition programs across different departments, but the programs were not cost-effective and were difficult to track. The internal employee recognition programs were scattered across departments that lacked consistency. There was also a program for associates, but no way to track whether people were using it. The costs of maintaining the program was high and it had lost its effectiveness in driving associates’ positive behaviors.

Solution

Calgary Marriott partnered with Achievers to launch a new customized, results-driven program, S.P.I.R.I.T. (Special Recognition, Participation in the Community, Introducing New Business, Recruitment, Innovation and Team Recognition) Rewards. Marriott Hotel was able to consolidate all of its former rewards and recognition initiatives into one single program, which makes it much easier to track progress and program effectiveness and ROI.

Result

Calgary Marriott had the highest improved rates in employee satisfaction throughout Marriott Hotels’ Northwest Region. The overall engagement score increased 16%. Additionally there was a 15% increase in Marriott’s Total Rewards Satisfaction score on their annual Engagement Survey – despite the fact that many wages had been frozen or seen minimal increases over a two-year period.