It is a glorified name for your regular front line reps who has absolutely NO power to resolve anything without engage supervisors who in most cases, unfortunately, often are either equally incompetent / unwilling to find a solution. Rare occasions you would get a rep / supervisor who is willing to try but, very rarely.

Hold time? Unless you call at 7:30am est else be prepared to spend anywhere 30 to 90 min before an associate would pick up the phone. Or you can get very very very lucky that your call arrives right after a slot is opened when someone just hang up, Based on a conversation with a rep, calls are constantly routed thru the network searching for open slots. As soon as a customer hang up to open a slot, next call would be in with that few seconds.

So either you can be by your desk with a speaker phone or plan to call really early (or in the late late night), or count on being very lucky - calling into Marriott has been a very frustrating experience, especially if you have real urgent issues that require handling - because now the Mr. Marriott's Office phone access is being cut off, so now any escalating handling has only one channel - thru Snail Mail. Just how escalating (and speedy) that can get?