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Marriott International’s digital transformation during the pandemic, “Connect with Confidence” hybrid conference scheme & their Hybrid Event Guide

Marriott implemented several digital initiatives to enhance guest experiences and ensure safety during the pandemic, such as mobile check-in and check-out options, contactless payments, as well as a mobile chat feature, allowing guests to communicate with hotel staff. This digitalization endeavor’s most innovative and successful scheme was the “Connect with Confidence” initiative which utilizes the latest hybrid meeting technology. In January 2021, Marriott hosted an event included 100 in-person attendees and up to 800 virtual participants at Gaylord Rockies Resort and Convention Center. Participants of the event were provided with details regarding planning and implementing an in-person event along with cleanliness protocols, redesigned food and beverage, physical and social distancing, well-being checks, contactless check-in, occupancy monitoring, and many more. For those attending in-person, the facility was outfitted with sanctuary seats for every person, temperature checks were added before entering, facial coverings were mandatory and food service was overhauled with new personal dining options.