Marriott Revenue Management Advisory Services (RMAS) is a key division of Marriott International, one of the world’s leading hospitality brands. RMAS supports over 2,200 hotels across the U.S. and Canada by optimizing revenue strategies, streamlining operations, and ensuring seamless transitions during leadership changes. Committed to driving profitability and operational excellence, RMAS empowers hotel teams to focus on delivering exceptional guest experiences while maximizing revenue opportunities.
This case study explores how RMAS overcame operational inefficiencies by implementing Smartsheet, unlocking automation, real-time visibility, and strategic growth.
The Challenge
Marriott’s Revenue Management Advisory Services (RMAS) faced inefficiencies in managing operations across 2,267 hotels in the U.S. and Canada. The team relied on disparate tools like emails, Excel, and PowerPoint, leading to inconsistent tracking, lack of visibility, and wasted time on administrative tasks. The absence of a centralized platform caused delays and overlapping efforts, hindering the team’s ability to drive revenue effectively.
The Solution
RMAS adopted Smartsheet to streamline operations and consolidate data. Key implementations included:
Centralized Dashboards: Provided real-time visibility into project statuses, resource distribution, and hotel performance.
Automated Workflows: Reduced manual efforts in onboarding, Bench requests, and project updates.
AI-Powered Tools: Accelerated formula creation and simplified complex tasks.
Calendar Integration: Visualized team availability and project timelines.
The Results
- Saved over 30 hours per month by automating administrative tasks.
- Leadership gained instant access to project data, enabling quicker decision-making.
- Reduced dependency on emails and improved cross-team communication.
- >95% success rate of bot case completion
- SDK delivered for native platforms, enabling Virtual & Live agent communications across multiple mobile platforms
The technology that we use to support Marriot
