Marriott International is the world’s largest hotel chain and in 2017 it broke into the top 500 of Forbes Global 2000 list.
Yes, mergers and acquisitions have added to its global size, but it is Marriott’s quality systems that keep their growth going and their customers coming back. The Marriott has the highest customer loyalty of any hotel chain, according the 2017, J.D. Power report.
One of Marriott’s successes factors is its unique employee onboarding, leadership, and development program, which is called “Voyage”.
Marriott has transformed its very traditional and dated training systems to utilize the latest technology and has integrated aspects of Web 3.0 learning theory into all aspects of this unique training .
Marriott’s Voyage program is a holistic training program that includes:
- a sophisticated learning platform
- Integrated approached
- Blended learning
- Virtual learning and collaboration
- Hotel simulator and gamification
This program has expanded and is now a global leadership development program run by the Marriott University. Its chief goal is to develop post-secondary graduates into leaders in the Hotel Industry.
Marriott has done what so few organizations do; it understands the quality equation, which is that the quality of its services is based on the quality of its employees, which is in turn based on the quality of its training and development. The Voyage program, from on-boarding to global leadership development, was a major contributor to Marriott’s stock price rise of 64% in 2017. Many other organizations may want to model this training concept in their own contexts.
- Research and identify the differences between Web 2.0 learning and Web 3.0 learning?
- Give examples of two other organizations that are using Web 3.0 principles of learning and explain how they have been successful with their training programs.