Pros
Before the Marriott family withdrew from the company, Marriott supported the employees and created an atmosphere where an employee was part of the family and felt as if their efforts contributed to Marriott's success. The travel benefits are very nice for the employees and their families.
Cons
Afterwards, the Member Services Division became metrics driven versus customer service driven. The newly applied metrics required a rep to attempt to resolve an issue within approximately five minutes. If the call could not be resolved within the time constraints, the rep was required to expedite the complaints, no matter the seriousness of the complaint, to any number of various specialty groups. Otherwise the rep's statistics would be downgraded. In other words, the rep had no choice but to not service the complaint appropriately. The members would call back saying that no one resolved their issue. In addition, the pandemic created a phenomenon of people from every walk of life calling in to angrily vent with customer services representatives. The calls became simply outrageous. No amount of money makes this type of position worthwhile. This environment can only lead to dissatisfied members and loss of business.
