CASE STUDY
M a r r i o tt
ON24 Customer Case Study
Marriott Virtual Learning Environment
Case Study Background
INDUSTRY
Service
ON24 SOLUTION
ON24 Virtual Environment
SUMMARY
Needing a more efficient way to
deliver training to hotel managers,
Marriott worked with ON24 to create
a virtual learning environment that
cost-effectively provided training
and resources to thousands of hotel
managers spread across the globe.
Marriott Virtual Learning Environment
Challenge
Delivering comprehensive
training to a
geographically dispersed
employee base
Marriott International is an 85-year-old
worldwide operator and franchisor
of hotels and other lodging facilities.
It includes more than 3,700 hotels
managed and franchised globally in 73
countries and has 15 distinct brands
and approximately 300,000 associates.
Marriott created the “Breakthrough
Leadership Program” with the goal
of providing training to 733 managed
hotels in 23 countries in the Americas.
The program provided a consistent
set of effective leadership behaviors
around areas such as guest satisfaction
and helping to boost the performance
of managers throughout hundreds
of hotels. Participants needed to
complete the training in order to
become certified.
The program was initially delivered
entirely through live, location-based
instruction. Trainers were flown into
different markets, and managers
of hotels were brought together to
engage in the training. The program
ran into challenges related to
executing the training in secondary
and tertiary markets, which often
meant that associates had to fly or
drive for hours in order to participate.
It became difficult logistically and very
costly. As a result, Marriott’s leaders
looked for more efficient ways of
implementing the program.
Solution
A customized Virtual
Learning Environment
In response, Marriott searched
for a platform that had all of the
functionality needed to deliver a
comprehensive virtual distance
learning solution. Eventually, it chose
© 2013 ON24, Inc. I www.on24.com, email: solutions@ON24.com or call 1-877-202-9599
ON24 to build a customized virtual
learning environment that could
be easily accessed by all Marriott
managers. Participants could engage
in real-time learning, including live
webcasts and question-and-answer
periods; they could also watch ondemand recordings after the fact. In
other words, the virtual environment
allowed for both synchronous and
asynchronous learning.
The Marriott “Breakthrough Leadership
Program” virtual learning environment
also provided a networking lounge
where managers could interact
directly with each other and highlevel executives through scheduled
chats, one-to-one interaction, and
the exchange of e-cards. Each
manager was also provided with
a virtual briefcase to which they
could download training materials
and resources directly from the
environment.
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CASE STUDY
M a r r i o tt
ON24 Customer Case Study
Marriott Virtual Learning Environment
Results
Cost-effective training,
increased productivity
In the end, according to Marriott’s
vice president of talent acquisition, the
leadership program provided training
that affected hundreds of hotels in
many different countries and yet was
accomplished in 18 months. Marriott
was able to certify more than 5,000
managers in a short period of time,
allowing them to train others in their
hotels. It also hosted overview and
“big picture” training for approximately
another 10,000 managers via the
virtual platform.
Without the program, Marriott reports
that it would have incurred much
more expense and travel, both for
participants and facilitators; it could
not have accomplished the task nearly
as quickly and effectively without the
virtual approach.
Aside from cost savings, however,
Marriott also benefited from a greater
ability to engage managers in an
experience that was “cool and cutting
edge.” As a result, the virtual learning
environment was able to dramatically
boost productivity.
How Marriott Measures
TRAINING Effectiveness
Objective
To cost-effectively provide leadership
training to Marriott’s globally dispersed
team of hotel managers.
Strategy
Working with ON24, Marriott created
a virtual learning environment that
provided training and resources
that could be accessed 24x7 from
anywhere, anytime, protecting
business continuity and ensuring
that all managers received leadership
training and certification.
Results
Marriott was able to certify more than
5,000 managers in 18 months, at a
significant cost savings, by bringing the
training directly to their employees, as
opposed to forcing them to travel to
physical training centers.
Although the initial phase of the
“Breakthrough Leadership Program”
was a one-time event, the virtual
learning environment will be used in
the future to host “virtual summits”.
These summits will continue to provide
training as well as a common sense
of purpose among a widely dispersed
group of employees. Marriott plans to
use their virtual learning environment
not just as a learning tool, but as a
culture-building opportunity.
© 2013 ON24, Inc. I www.on24.com, email: solutions@ON24.com or call 1-877-202-9599
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