Marriott International Recognizes ROI With Ceridian LifeWorks' EAP Services

This is part of a special advertising section featuring case studies offering solutions to benefits challenges.

An international hotelier's investment in LifeWorks EAP services supports the company's core value to put people first, and pays big dividends. Ceridian's Value Dashboard found that offering LifeWorks resulted in an estimated payback of $2.60 for every $1 invested. Saving categories measured included medical benefits, productivity, turnover and absenteeism.

Marriott International Inc. is a leading lodging company, with 4,000 properties in 72 countries and territories. The company operates and franchises hotels, and licenses vacation ownership resorts under 18 brands, including Marriott Hotels and Resorts, The Ritz-Carlton and more. Marriott has approximately 330,000 employees worldwide. The company is consistently recognized as a top employer for its superior business operations, which it conducts based on five core values: putting people first, pursuing excellence, embracing change, acting with integrity and serving our world. In fiscal year 2013, Marriott reported revenues of nearly $13 billion.

The Challenge

Marriott has a North American workforce of more than 100,000 employees, many of whom come from diverse backgrounds and whose language of origin is not English. When founder J. W. Marriott began creating his lodging empire, he was committed to providing the company's employees with benefits that supported his perspective of putting people first. J. W. Marriott believed a highly engaged, productive workforce was one of the cornerstones of business success.

Since Marriott's start 87 years ago, the company has experienced exponential growth. In an effort to promote and build a workforce that could help the company grow, Marriott has sought to provide its employees with benefits that did more than help them manage traditional medical and retirement support. The company realized that, if it could provide its employees with access to telephonic, in-person and online employee-assistance programs and work/life services, the result would be a happier, more engaged workforce that would have a direct impact on the company's customers, and ultimately its bottom line.

The Solution

Since the early 1990s, Marriott has partnered with Ceridian to provide its employees with access to LifeWorks, an EAP and work/life solution providing multi-lingual call-center counseling services and support, and when needed, on-site critical incident counseling.

"We care about our employees and recognize that they have priorities outside of work," says Betsy Kiss, senior director of workplace strategies. "We want to do what we can to help them manage those priorities and in turn help them be as productive as they can be at work."

Kiss has several examples of how Ceridian's comprehensive spectrum of EAP services has helped Marriott cultivate a more engaged workforce. In late August 2012, when Hurricane Isaac struck the Gulf Coast, several Marriott facilities and their employees were affected. Marriott's Ceridian account executive was ahead of the storm, providing Marriott's workforce with both English and Spanish information and support that helped them weather the winds, rains and flooding. In one particular incident an employee's house and family were completely flooded. Ceridian's counseling and EAP services helped the employee understand his options and address his family's needs, enabling him to return to work much sooner than he would have without having access to services like these.

Two key features that distinguish Ceridian LifeWorks from other EAP providers include its proactive, multi-lingual approach to providing detailed information and support in anticipation of events like Hurricane Isaac, and its Client Value Dashboard.

In an effort to help Marriott quantify the benefits of LifeWorks, Ceridian launched a Client Value Dashboard in July 2012. Within the dashboard, customers have access to a web-based reporting tool that includes detailed utilization information including data on topics and issues accessed by participants, year-over-year trend information and participant testimonials. The dashboard includes ROI and outcomes information that is calculated and updated annually. The dashboard also uses industry averages and other key metrics to measure the effectiveness of these services in four key areas: medical cost savings, productivity savings, turnover savings and absenteeism savings.

"We promote Ceridian's valuable services to all our employees," says Kiss. "And we promote them because LifeWorks supports one of Marriott's key company values of taking care of our associates."


Organization Name: Marriott International

Headquarters: Bethesda, Md.

Primary Business: Hotel Services

Benefits Challenge: To provide access to telephonic, in-person and online employee-assistance programs and work/life services.

Jun 17, 2014
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