Innovation Ambition Matrix

Marriott Bonvoy App

Marriott Hub

Hospitality Training Programme

IBM Partnership

Guest Survey

Amadeus Partnership

Alexa integration

Ai power chatbot

Serves existing markets and customers

Enter adjacent markets, serve adjacent customers

Create new markets, target new customer trends

Use existing products and assets

Add incremental products and assets

Develop new products and assets

CORE

Adjacent

Transformation

The Marriott Bonvoy App grants guests a personalised app experience, streamlining the booking process while also providing features such as mobile check-ins, mobile keys and on demand requests 24/7.

Marriott offers Ai powered chatbots tailored to its rewards members on Facebook Messenger and Slack. This service allows guests to book at over 4,700 hotels, plan for their upcoming stay and chat directly with customer engagement centre associates.

Marriott was the first major hotel chain to join Amazon's Alexa for hospitality programme, the move has seen Alexa integrated into hotel rooms to act as a virtual assistant tailored for guests.

Marriott has partnered with Amadeus, the company responsible for streamlining the booking service for leading airlines globally. Using Amadeus Central Reservations System (ACRS), Marriott aims to change its booking and reservation systems to streamline the process and increase guest personalisation and accessibility.

Marriott has a long term partnership with IBM, working with them to gain and map consumer data across all their brands to build 'an enterprise data set.' This data allows Marriott to target the same customer and tailor an experience to their unique preferences while continuing to acquire more user-specific data.

Marriott emails surveys to guests following their stay, these reviews are moderated and then published on their website under 'Marriott Verified Guest Reviews.'

Marriott has partnered with the International College of Management Sydney to offer a 4 year programme with the aim of creating hospitality graduates that can add value to the Marriott International brand. This approach is a similar approach to Dyson's school of engineering, which aims at developing future engineers from an undergraduate level.

The Marriott Hub will offer a new way to book through Marriott, an Ai powered search engine that will create a personalised travel itinerary based off a specific prompt that puts Marriott at the heart of your travels.