Marriott Hotels used to hire doormen, bellmen, front desk clerks, and concierges in droves. These Front – Line people were the first point of contact with customers. As such, you’d expect that the hotel would want to have these people represent the “best” the hotel had to offer. Yet, when these employees were hired, they were often brought together for an hour and told of the benefits they’d receive. After that, they were put to work-often with little idea of what to do, or how Marriott functioned. The results. ? Customers weren’t happy about the service they were getting, and more than 40 percent of the new employees quit within the first three months on the job. That all began to change in the early 1990s however.