Case Study: Marriott Hotels & Resorts achieves 16% engagement increase and improved retention with Achievers

Marriott Hotels & Resort - Customer Case Study

Calgary Marriott Hotel, part of Marriott Hotels & Resorts and built on the company’s long-standing “People first” culture, faced fragmented and costly employee recognition efforts that varied by department, were difficult to track, and had lost effectiveness in driving the behaviors that support retention and service quality.

Marriott partnered with Achievers to launch S.P.I.R.I.T. Rewards, a customized web-based program using points-based Recognition Cards and Everyday Recognition to consolidate all programs into a single, trackable system with an online catalogue for redemptions. The new program improved retention, tripled suite upsells, delivered the highest employee satisfaction gains in Marriott’s Northwest Region, and raised overall engagement by 16% and Total Rewards Satisfaction by 15% despite limited wage increases.

Marriott Hotel & Resort