Frid Edmond

Wednesday, June 11 | Main Stage

In an industry perpetually reinventing itself, the most enduring advantage is surprisingly simple: genuine human connection. Frid Edmond, SVP of Customer Engagement Centers at Marriott International, shares her blueprint for embedding a people-first mindset into every touchpoint – no matter how large or complex your operations. Drawing on Marriott’s celebrated legacy of global hospitality, Frid reveals why cultivating this people-first culture isn’t just a goal; it’s a transformative, bottom-line imperative.

Blending strategic vision with practical advice gained from overseeing one of the world’s largest hospitality brands, Frid demonstrates how to balance operational efficiency with authentic, meaningful engagement. Her experience proves that a genuinely connected workforce creates powerful ripple effects, enhancing customer satisfaction, brand loyalty, and sustainable growth.

Amid the rapid tech-driven transformation of our industry, we don’t need new formulas for exceptional outcomes. Instead, we must recognize a fundamental truth: the strongest path to lasting success always starts with putting our people first.

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Fridnie “Frid” Edmond is Senior Vice President of Marriott International’s award-winning Customer Engagement Centers, overseeing a team of more than 6,000 associates at Marriott’s 19 Customer Engagement Centers worldwide. The Customer Engagement Centers contribute more than $3.7 billion in revenue and service over 52 million customer engagements each year in 18 languages.

In her current role, Edmond provides transformational leadership to Marriott’s global reservation, customer care and specialty teams, including elite loyalty member support, office of consumer affairs, and social media care. With a discerning eye for nurturing customer advocacy, her dynamic success model transforms Marriott’s client base into devoted brand ambassadors. Under Frid’s leadership, the CEC met its stretch goal of enrolling one million new Marriott Bonvoy® members in 2024 and elevated the luxury experience for guests by increasing Forbes quality scores to record levels.

Edmond’s tenure in hospitality spans almost 25 years, all with the common goal of creating a positive impact for our guests and associates worldwide. She joined the company in 2002 at the Boston Quincy Marriott hotel and has since held multiple on- and above-property roles. Through her collaborations with continent leaders, she shaped operating procedures for 100K+ front-line associates, driving operational excellence and superior guest satisfaction. Prior to her current role, as VP of Hotel Systems and Loyalty Operations, Frid and her team were strategic partners in the launch of Marriott’s travel loyalty program, Marriott Bonvoy®, across 6,900 hotels, impacting millions of loyalty members globally. Her leadership in this role led to impactful initiatives like the introduction of a new $235M Property Management System and a remarkable 7% increase in Elite Appreciation for top-tier guests.