Marriott International Focuses on Developing Employees' Skills Amid European Hospitality Workforce Shortage

A severe workforce shortage is plaguing Europe's hospitality industry, prompting Marriott International to focus on developing its employees' skills to attract and retain top talent.

The US-headquartered hotel chain boasts an impressive European portfolio of over 800 properties, a testament to its success in the region. Notably, Marriott has climbed to 15th place on Fortune's list of Europe's best companies to work for, up from 44th position last year. This achievement underscores the company's commitment to creating a positive work environment that fosters growth and development.

Marriott's Chief Human Resources Officer for Europe, Francisca Martinez, highlights the numerous career options available to employees within the company. She emphasizes that Marriott offers a wide range of disciplines, mirroring those found in any corporate organization. This breadth of opportunities allows employees to develop their skills and advance in their careers within the hospitality industry.

The hospitality sector is one of Europe's largest employers, with over 10 million people working across more than 2 million businesses, according to data from Hotrec. However, research suggests that there are significant workforce gaps, with an average of 10% of hospitality roles unfilled across EU member states.

To combat the challenges of hiring and retaining staff in Europe's hospitality industry, Marriott International has been focusing on developing its leadership pipeline through a range of initiatives. At the heart of this approach is the need for employees to possess strong emotional intelligence and commercial acumen.

Marriott offers various training programs and apprenticeships across Europe for those new to the industry, as well as internal development schemes such as 'Voyage', a 12- to 18-month rotational graduate program available globally. This comprehensive approach aims to equip staff with the skills required to succeed in the fast-paced hospitality sector.

The company's Youth Champion Program, launched in 2025, has been instrumental in addressing talent shortfalls and promoting careers in hospitality among young people. With a presence in 37 countries through its network of champions, Marriott has established partnerships with schools, universities, and NGOs to promote opportunities in the industry.

According to internal data, nearly eight in ten Marriott associates in Europe report being offered training or development opportunities to advance their careers, compared to just over half of employees at typical European workplaces. This suggests that Marriott's efforts are paying off in terms of staff engagement and retention.

Marriott's leadership development program has seen significant success in terms of staff engagement and retention.

The company's "Elevate program provides targeted training and one-on-one coaching to frontline employees aspiring to become managers, aiming to formalize the process by which employees move into senior management roles.

Over 2,600 staff have participated in the six-month program, resulting in notable improvements in employee attrition and career advancement. Participants were found to be significantly more likely to remain with the company than non-participants, with a retention rate that was 2.5 times higher.

The training is particularly crucial for helping frontline staff acquire the skills needed to advance into management and leadership positions in Europe. The program covers essential areas such as language skills, technical expertise, and business acumen.

Marriott's approach stands out from typical European workplaces, where employees often require extensive prior training or experience to switch disciplines or roles.

The company's internal job posting platform is a key tool in connecting employees to new opportunities within Marriott. This online platform allows employees to browse available roles across different departments and locations, making it easier for them to find positions that match their skills and interests.

Interestingly, research suggests that nearly twice the proportion of European workplaces believe promotions are awarded fairly at Marriott. Specifically, seven out of ten employees agree that promotions go to those who best deserve them, which is a notable contrast to typical industry standards.

Marriott's commitment to supporting refugees has also yielded unexpected benefits for the company. The hiring of over 1,500 refugees across Europe following the Russia-Ukraine conflict demonstrates the value of this initiative in both social responsibility and talent acquisition.

The partnership with the Tent Refugee Women Mentorship Program is another example of Marriott's efforts to support refugee women in their career development. This collaboration provides practical guidance on navigating local labor markets, workplace culture, CV writing, and interview preparation, helping these individuals to integrate into the workforce and contribute to the company.

Marriott's innovative approach to addressing Europe's hospitality talent shortage has yielded impressive results. Through its leadership pipeline program, 65 associates provided over 680 hours of mentorship to refugee women by the end of last year. This initiative not only equipped them with essential job skills but also boosted their confidence in navigating local labor markets.

The success of this program can be attributed to Marriott's core value of care, which resonates deeply with its leaders. Martinez, a key figure behind this effort, emphasized his commitment to these values and the company's mission. He believes that Marriott is a growing, successful, value-driven organization" where he feels valued and motivated.

This collaboration has far-reaching implications for both the individuals involved and the hospitality industry as a whole. By fostering an environment of care and mentorship, Marriott is not only addressing its talent needs but also contributing to the growth and development of local communities.