- Marriott is deploying new cloud-based reservation, PMS, and loyalty systems later this year, aiming to enhance associate training, guest experience, and operational efficiency.
- The company has established an AI incubator working on proof of concepts such as reimagining concierge services, pilots in customer engagement centers, and AI integration in Marriott Homes and Villas.
- Early reactions to AI tools like the trip planning assistant have been positive, with a focus on serving guests better and enabling associates.
- Major spend on tech transformation is concentrated in 2024-2026, with several hundred million dollars on the balance sheet, approximately $100 million more than typical investments.
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