Marriott®’s industry-leading distribution system is powered by MARSHA, our proprietary global reservation system. It is fully integrated with our revenue management, eCommerce, customer loyalty and property management systems, as well as the Global Distribution System (GDS) used by travel agents and systems of e-Intermediaries. MARSHA provides low costs per transaction, high contribution to occupancy, and high revenues generated per call.
Driving Value to Your Business Efficiently
All reservations from call centers, Marriott.com, GDS or other electronic channels come through the same centralized reservation system, providing significant efficiencies. In 2009, Marriott’s reservation system:
- Generated over 75 million new reservations
- Produced over US $23 billion in revenue
- Processed reservations for more than 176 million room nights
- Grossed revenues of over US $100 million per day, an average of US $3,500 per second
Providing Global Service Excellence and Fluency
Marriott’s Worldwide Reservations Centers are staffed with more than 2,500 associates trained to serve customers in 12 languages: English, Spanish, German, Italian, French, Arabic, Cantonese, Mandarin, Japanese, Hindi, Dutch/Flemish and Portuguese.
Leading Online Bookings Through Marriott.com
Marriott continues to expand uses for its eCommerce platform to enrich guest experiences, entice customers to use electronic channels, and drive business to Marriott brands.
- Marriott.com is the world’s largest lodging web site, generating US $5.6 billion in gross sales in 2009. In 2009, customers booked over 52 million room nights online, and Marriott.com accounted for one in every five roomnights booked.
- Marriott.com continues to increase its ranking in the Top 10 largest consumer retail web sites in the world—currently ranked at #8.
- Customers spend 3 million hours a month on Marriott.com and now book more revenue in a single day online than in our entire first year of operation.