Customer Service Report: Analysis of Marriott Hotel Policies

This report provides a comprehensive analysis of customer service practices within Marriott Hotel. It begins with an introduction to customer service and its importance, followed by an examination of Marriott's customer service policies, including assistive devices, hygiene standards, food quality, special requests, customer feedback mechanisms, and privacy measures. The report then delves into the purpose of these policies, emphasizing their role in attracting and retaining customers, guiding employees, and identifying areas for improvement. Task 2 evaluates different communication methods, such as verbal and nonverbal communication, and their applications within Marriott. The report further explores the impact of customer service policies on customer perception and identifies various sources for gathering customer requirements. Market research is conducted to suggest recommendations for improving customer services. Finally, the report includes a demonstration of customer service skills and concludes with a summary of the key findings and recommendations. Illustrations and references support the analysis throughout the report.

Customer Service
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK1.............................................................................................................................................3
1.1 Reasons for using customer service policy............................................................................3
TASK 2............................................................................................................................................7
2.1 Evaluation of different communication method and their uses.............................................7
2.2 The impact of customer service policy on the perception of customer.................................9
TASK 3............................................................................................................................................9
3.1 Various sources from where Marriott can get information on customer requirement...........9
3.2 Research suggesting recommendations for improvement of customers services................10
Task 4 ............................................................................................................................................14
4.1 Demonstrating own customer service skills........................................................................14
CONCLUSION..............................................................................................................................15
REFFERENCES............................................................................................................................17
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Illustration Index
Illustration 1: Using verbal communication .................................................................................10
Illustration 2: using gestures while presentation ...........................................................................15
Illustration 3: presenting myself with my team mates ..................................................................26
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INTRODUCTION
Customer service is a process through which organization ensures the satisfaction of
customers after when they use their products. With the aid of customer service, company takes
due care of customer’s necessity by providing supreme quality services as well as professional
help during and after delivering the product. This also helps in building trust and cordial
relationship between customers and company (Wilson and et.al., 2012). By providing good
quality customer services, organization can ensure maximum satisfaction of its customers which
will raise brand loyalty among them. In addition to this aspect, it will develop strong reputation
of company in the market.
The present research report is focused on the implications of customer services in Marriott Hotel.
Marriott is a luxury hotel with providing hospitality services from 1927 to till now. It has chain
of hotels in different corners of the globe. In the present research report, the significance of
customer services is detailed out. In addition to this, various communication methods and their
uses will be highlighted with the help of creative poster. The implication of customer service
policy for the future growth and profitability is also explained. In addition to this, market
research is done and demonstrated with the help of graphs to recommend the suggestions to
improve the current customer service policy. The company Marriott Hotel was found by J.
Willard Marriott and his wife, Alice in 1927. The organization was formed as Hot Shoppes
restaurants in Washington D.C. After that business entity has expand business in all over the
world (About Marriott International, 2015). Presently, Marriott international international is
having different hotels and restaurants 79 countries with 4200 properties. In all over the world,
the business entity is having more than 120000 employees who are working at different job
position.
TASK1
1.1 Reasons for using customer service policy
Marriott International is a leading hotel of hospitality and tourism industry. It provides its
services through the chain of hotels around the world. It has been identified that there is strong
implications of customer service policy in the functioning of organization. The main objective of
hotel behind using this policy is to fulfill the needs of customers in the best possible way.
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Marriott hotel makes effective use of its customer service policy to retain its brand loving
customers. This also helps the hotel in enhancing its market image and customer satisfaction
(THE MARRIOTT MANAGEMENT PHILOSOPHY, n.d.). However, to serve the needs and
preferences of customers in a better way, company keeps on modifying its existing customer
service policy. The description of such policies is as below:
Customer service policy Description Justification
 Availability of assistive
device
According to this policy, hotel
provides technical help or a
device to facilitate
communication or other such
instrument that helps in
performing respective
functions of people who are
disabled. For example, wheel
chair, hearing device or
personalized breathing tank
etc.
It is a noble step taken by hotel
which is appreciated by its
customers a lot. It provides
convenience to people who are
disabled The hotel staff also
takes care of disabled people
(Wu and Liang., 2009).
 Hygiene As per this policy, the
management of Marriott
ensures the health standards
within hotel that whether they
are maintained properly or not.
Therefore, there is proper
maintenance of hygiene. The
waste is disposed of properly.
Disinfectants are used to clean
hotel rooms, lobbies and other
premises. Hotel also provides
The guests of hotel are fully
satisfied as Marriott takes so
much care of their hygiene.
This also gives a homely
feeling to customers. This also
induces brand loyalty among
customers and they become
repetitive guest in this
organization (Fletcher, 2012).
Thereafter, by maintaining
hygiene, hotel also fulfills the
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free sanitizer to their guests
and uses hypo allergic bed
sheets and pillow covers for
each room (Hulley and et.al,
2013).
safety norms issued by
government. This also helps in
building good reputation and
trust among government.
 Food quality With this policy, hotel ensures
that quality of food provided
by Marriott to its guest is the
best.
Hotel ensures that the food and
drinks served are fresh. To
make sure about the quality of
food, hotel adheres with the
safety standards set by
government. The management
ensures that there are proper
refrigerants to store raw
material or ingredients which
are used while preparing the
food.
Marriott provides training to
their chefs so that they can put
their best efforts in ensuring
the superior quality of food. To
maintain the nutritional value
of food, the food is prepared
by chefs at the prescribed
temperature only. The
management ensures
vegetables, fruits, eggs; breads
etc. which are not purchased in
bulk. Thereafter, to maintain
the freshness of food
ingredients, they are stored
properly.
 Special demand The special demand of
customers is considered
effectively by the management
of hotel. For example, if guest
wants a sea or garden facing
room of hotel then
management tries to provide
such room (Sadler, 2011).
Thereafter, Marriott also
The customers are more
delighted when hotel considers
their special demand. This
enhances the satisfaction level
of customers (Helkkula and
Kelleher, 2010). Due to this
policy of Marriott, the market
reputation of company is
increased.
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provides food as per their
needs.
 Customer feedback Marriott has implemented a
feedback system through
which guests of hotel can give
their valuable suggestions and
feedback. This also helps
company in identifying the
loopholes in their management
system and supports in using
the critical feedback of guests
in a positive manner (Wu and
Liang, 2009).
With the help of this policy,
hotel is able to provide
satisfaction to its guests in an
innovative and better manner.
It also makes customers think
that their suggestions,
sentiments and feelings matter
to company. This further
induces a feeling of sense of
belongingness among
customers with regard to
Marriott.
 Customer queries The hotel has adopted a good
way to solve customer queries.
Marriott provides toll free
number to its customers on
which they can call and
customer queries will be
resolved by the staff members.
Thereafter, management has
also designed a separate
section on hotel website where
customers can register their
queries.
The management ensures that
queries of customers are
answered on time. They also
check that whether the reply is
effective and prompt or not.
This will further enhance the
involvement of target
customers with the hotel.
Thereafter, management also
provides training to staff
members so that they can
handle the customer
complaints properly (Carraher
and Parnell, 2008).
 Privacy With this policy, hotel ensures With the privacy policy
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that there is privacy of
personal information of guests.
The data of guests is kept
confidential and is not
available to outsiders. Hotel
also provides privacy to its
guest and ensures that they are
not disturbed by the staff
(Ladhari, 2009).
company can maintain the trust
of its customers. The guest
personal is kept confidential.
The important information
like, name, address,
identification proofs provided
at the time of booking hotel is
kept safe and secured by
management. Management has
secured database management
system which help
management in keeping
customer information safe with
hotel.
1.2 Purpose of using customer service policy
The customer service policy of Marriott helps the brand in ensuring maximum
satisfaction to its customers. With the help of service policy, the brand can attract new customers
and retain existing ones. The customer service policy serve as a guide to its employees and other
stakeholders. Furthermore, the management of Marriott ensures that each and every staff
member of hotel is well aware of its customer’s policy. For this aspect, customer service policy
should be made accessible for every member of the organization. Management should discuss
about policy to its stakeholders too (Guffey and Loewy, 2010). With the help of policy Marriott
can identify areas where special attention is required. For instance, the customer service policy
states that company should provide assisstive devices to disables. Therefore, it is required for
Marriott to ensure the assisstive devices are of good company and there is no manufacturing
defect. In addition to this, management can provide a attendant for disabled person whose
responsibility will be to take care of the needs of disabled customer. With the help of service
policy employees can serve the needs of customers in a effective manner. Marriott conducts
training and development for its employees and staff members so that they can implement the
stated policies effectively within hotel. In addition to this, management also provides proper
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motivation to staff to ensure effective enforcement of strategies in Marriott. However, hotel
management should also display its key customer service policy on its official website so that,
customers get an idea about their rights and privileges they can avail from hotel (Walsh, Enz and
Canina, 2008).
TASK 2
2.1 Evaluation of different communication method and their uses
Communication is a process which involves flow of information, ideas and thoughts from
one person to another. In other words, it involves sending and receiving important information
between two or more people. In Marriott hotel communication plays a vital role and without it
company cannot work properly. There are large no of benefits of communication in hospitality
industry such as, it helps in facilitating coordination and cooperation among members.
Thereafter, it act as base for decision making and helps in enhancing managerial performance
and efficiency within Marriott (Briggs, Sutherland and Drummond, 2007). In addition to this
aspect, it also act a base of important managerial function such as, motivation, leadership and
effective management within hotel. Therefore, communication process within Marriott plays an
important role in the smooth and efficient working of the hotel.
Types of Communication Methods
There are two types of communication process used in Marriott; verbal and nonverbal
communication process.
 Verbal Communication:
The verbal communication refers to process in which information is conveyed to other
person using speech. It involves flow of information directly from one person to other or with the
help of cellphones, television or other media. Further, verbal communication involves, written
and oral communication.
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Illustration 1: Using verbal communication

Written Communication
The written communication is used in Marriott to provide elaborated information regarding the
facts and figures or information that is required to be stored for later use. For this aspect,
management of hotel use emails, formal letters etc. Company also use written communication to
express their views to target customers. For instance, management wants to communicate the
information about the New Year’s party it is planning to organize. In this respect, it can drop a
email to its old customers and invite them also, it can written the information regarding this on
its social website (Brohman and et.al, 2009).
Oral Communication
Oral communication is used by manger of Marriott to give instructions to its
subordinates and other staff members etc. Oral communication is used to communicate on
telephone with the customers in order to solve their queries, provide some important information
etc. The staff members use oral communication with their guest to inculcate social relationship
with them and understand their needs and preferences (Shi and Su, 2007).
 Non Verbal Communication:
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