Training Industry Quarterly - Winter 2012 - (Page 37)

Marriott: Accommodating IT Training “Hotels connect technologies that were never meant to be connected. Marriott’s approach is to make that high tech disappear, that’s what the customer service approach is about.” — John K. Hart, Marriott B Y M I C H E L L E E G G L E S T O N running through the Marriott network, it’s a pretty accurate depiction of just how dependent hotels are on technology. No one knows this better than John K. Hart, director of IT learning solutions and enterprise desktop training at Marriott. Hart and his team design learning solutions for the IT staff, as well as providing desktop and security training to hotel staff. With technology constantly changing, companies need to keep up or risk being left behind. To refresh the company’s standard desktop image, Marriott recently switched from Windows XP 2003 and Office 2003 to Windows 7 and Office 2010. This conversion impacted 60,000 computers within the Marriott network, touching roughly 100,000 employees worldwide. 37 H otels offer a home away from home for travelers, whether for business or pleasure. The point of leisurely travel, oftentimes, is to become disconnected from the world, relax and unplug from day-to-day life, but business travelers need to stay connected, whether by a convenient location or by Internet and phone. Marriott recognizes the business traveler as its number one customer base, requiring the hotel to be IT experts as well as hospitable hosts. Marriott is not only an IT expert, it’s a technological powerhouse, hosting the sixth largest e-commerce site in the world; averaging 75 million phone calls each year and booking as many as five reservations each second online. With that volume of activity Training Industry Quarterly, Winter 2012 / A Training Industry, Inc. ezine /

Table of Contents for the Digital Edition of Training Industry Quarterly - Winter 2012

Training Industry Quarterly - Winter 2012
From Where I Sit: The Age of Personal Learning
Table of Contents
Ad Index
The Discipline of Instructive Coversation
Real' Learning: The Role of Context
Context, Connectivity and Community
Don't Be Afraid of Feelings in the Workplace
Peer-to-Peer: The Future of Learning
User-Generated Content
It's All About the Social. Or is it?
Informal Learning: The Dawn of a Profitable New Era
Harvesting Creativity through Social Media
Connect, Learn, Share, Innovate: How to Begin Your Social Media Journey
Casebook: Marriott: Accommodating IT Training
How Long Does it Take to Get Fully Productive?
Tweet Suite
Company News
Closing Arguments: The Social Network

Training Industry Quarterly - Winter 2012