Customer Service At The Marriott Hotel And Resort Brands

hotels and resorts, a cruise ship line, two theme parks, and 66,000 employees. (See Exhibit 1 for

Bethesda, Maryland is the headquarters of Marriott International Incorporate. This unique organization transpired from a root beer stand in 1927 into a world-renowned hospitality hotel chain in 1957. Information provided will focus on the evolution of the root beer stand into the Marriott International Incorporate vast hospitality empire. Today, the Marriott hospitality industry has 5,756 hotels with 30 brands in 118 countries with 1.1 million rooms. Additionally, the Marriott generated $14 billion in revenue during 2016 and had over 85 million combined loyalty members between the Marriott and Starwood Preferred Guest reward programs. Furthermore, Marriott partnered with Universal Music Group to bring their rewards member’s additional

By 1987, Marriott Corporation had grown into a large multi-dimensional company with over $5 billion assets in lodging, contract services and restaurants. The company enjoyed fast growth in both sales and assets at around 16% per year from 1984 to 1987 and aimed to continue this trend into the near future. The management was determined to develop the company into top players in each line of business and hence an aggressive growth objective has been set. Its

Marriott is renowned for its elegant and comfortable hotels and resorts. The company caters to a targeted customer base, ranging from the frequent corporate business traveler to the family enjoying their occasional weekend get-away. Marriott has continued its rise in the lodging, contract services, and restaurant industries. The company continuously strives to meet the needs and wants of its customers while strategically maneuvering the rigors of today’s competitive and ever-evolving market of glamorous destinations and convenient services. In order to remain relevant in a highly-competitive environment, Marriott must strike that successful balance of minimizing costs, and gaining and effectively

MARRIOTT INTERNATIONAL, INC. is a leading worldwide hospitality company, with operating units in the United States and 53 other countries and territories. Major businesses include hotels operated and franchised under the Marriott and other International brands, restaurants, and food service distribution. The company headquarters are in Washington, D. C.

This paper examines the problem of slow service at Hotel Escargot and cultural values of service providers in the context of Escargot as a tourist destination and Lodge. The impact of cultural values on perceptions of service quality is evaluated with a focus on the attributes and performance of service providers. The Work Measurement Analysis method is used to identify and group the distinctive customer service values of the hosts with a view to providing an enhanced understanding of tourist-host perceptions of service quality in a Hotel setting. Drawing analysis from the Hotel's daily data and examining Hotel values in tourism settings, the paper proposes some strategic directions for the Hotel managers and marketers.

The Hotel Monaco achieves their desired organizational effectiveness by being conscience of goal accomplishments, satisfaction of constituencies, and acquisition of necessary resources. The Hotel Monaco claims its three most vital assets are its customers, its employees, and its investors. Their customers’ expectation and satisfaction of the hotel’s top-level of service offerings, and its unmatched customer service, is what keeps them in business and at the top.

Since its foundation in 1927 Marriott Corporation grew into one of the leading lodging and food services in the US. With three major business lines: lodging, contract services and related business, Marriott has the intention to remain a premier growth company. To achieve this goal the corporation’s strategy is to develop aggressively appropriate opportunities within their business lines. Marriott would like to be the preferred employer, the preferred provider and the most profitable company in each of the operating areas. The financial strategy includes four key elements:

Based on the findings of the present study, the following conclusions were drawn by the researchers and were found out that majority of the employee belonged to 28 – 30 age group, male, single and college graduates. The study revealed that majority of the respondents agreed that the service firm of selected resorts have a high quality in the five dimensions of service quality. There is a significant difference between the assessments of two groups of respondents in different services of selected resorts. A course of action was prepared to improve the performance of the personnel of the resorts.

The Marriott Corporation was found by J. Willard Marriott in 1927. What started out as a small stand where J. Willard and his wife sold root beer is now one of the biggest, most successful hotel and lodging chains in the world. (Blogs.marriott.com, 2017) The Corporation’s headquarters are located in Washington D.C. in the US. The hotel chain is active in over 122 countries and has a portfolio of 6000 plus properties. The corporation owns over 30 hotel and lodging companies. They have a loyalty system that goes from silver to platinum that costumers can use to pay less for future bookings and can be used with associated companies. (www.marriott.com, 2017)

The main objective of the company is not only to attract but also to retain staff who are interested to work in the hotel business for the five-star level of high service, taking into account the wishes of clients, and which offers an innovative, dynamic environment and reflects the culture of the local country. To achieve this, Hyatt strives to be a company listening to well-informed and concerned people. Hyatt provides plenty of opportunities at all levels for their employees, which are accompanied by numerous development

Marriott International envisions itself to be the world’s lodging leader. Its mission is to provide the best possible lodging services experience to customers who vary in backgrounds, language, tradition, religion and cultures all around the world. Marriot is committed to environmental preservation through using environment-friendly technology and engages in social responsibility and community engagement.  We value our shareholder’s so we will only take steps that will ensure our growth. Most importantly, through our “spirit to serve”, we emphasize the importance of Marriott’s people and recognize the value they bring to the organization’s growth and success. It aims to increase revenues by 9% every year, to increase

Hilton Hotels is one of the biggest players in the hospitality industry with over 2900 (as of September 2007) hotels worldwide consisting of numerous brands and products. The hospitality industry is service centered and highly competitive. The challenge for Hilton is to create and deliver value better than its competitors. Hilton understand that it is important to improve customer experience and build strong relationships with the customers. Hilton Hotels adopted a Customer Really Matter (CRM) strategy out of necessity to cater for

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Marriott is a multi brand company with a Global Portfolio that providing lodging that fit within many market segments. This report will discuss briefly Marriott’s Portfolio of hotels, what they do, briefly examine a number of their key marketing strategies and examine how they are implemented, measured and ask the question does this make them market leaders?