logo

Marriott Hotel Service Experience

   

Added on  2020-03-04

8 Pages1593 Words188 Views
 | 
 | 
 | 
Services and Relationship Marketing 1
Marriott Hotel Service Experience_1

Table of ContentsCompany Overview.........................................................................................................................3Flowchart.........................................................................................................................................4Backstage.....................................................................................................................................4Front stage....................................................................................................................................5Explanation of significance of the service encounter......................................................................5Analysis of managerial implications...............................................................................................6References........................................................................................................................................72
Marriott Hotel Service Experience_2

Company OverviewMarriot Hotel is a world renowned brand of full-service resorts and hotels. The main branch ofthe company is based in Washington D.C but has its operations in more than 60 countries. TheMarriot Hotel is chief example of a service provider having great experience and superiority inservice staff. Marriot Hotels and Resorts is repeatedly named as the best companies to work withas per Times and Forbes Magazines. Marriot Hotel being a global leader in hospitality industrydelivers great service experience in between its employees and customers. Majority of theprocedures at the stated organisation are encountered between its employees and guests. Thus,Marriot Hotel is has successfully developed and created an organisational structure and culturethat completely supports the service driven model. It has also used marketing strategies to relythe developed organisational culture and brand image. Service organisations are mainly divided into two different components. These twocomponents are front stage and back stage. Front stage functions constitute all the proceduresand happenings that are used to interact with the consumers (Rama Moahana Rao, 2011). Staffsworking in the front stage of the company’s operations are well trained with what forms ofservices are delivered within a service organisation and also possess proper skills to assure thatservice delivery model of the company is of superior class. On the other hand, back stage staffsdeals with the procedures that are not directly interacted to the consumers (Sheth, 2017). In orderto deliver excellent service, an organisation must have harmony between its front stage and backstage operations. 3
Marriott Hotel Service Experience_3

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Marriott Hotel Service Encounters
|10
|1882
|39

Front Stage and Backstage Operations of Four Seasons Hotel in Sydney
|8
|2659
|284

Service Operations of Hilton Sydney Hotel: Front Stage and Backstage Activities
|8
|2946
|489

Service and Relationship Marketing
|14
|2959
|49

Services Marketing and Relationship Marketing: SYDNEY HOTEL
|6
|2212
|210

Service Marketing and Relationship Marketing
|8
|1924
|144