Hospitality and Guest Management - Marriott

Added on - 21 Feb 2021

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Hospitality and Guestmanagement
Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1The sector within the hospitality and tourism industry...............................................................1The selected organisation............................................................................................................1Products and services of Marriott...............................................................................................2Strategies for appraising guests service experience....................................................................2Service quality.............................................................................................................................4Service setting.............................................................................................................................5Service delivery by Marriott.......................................................................................................5Guests service experience...........................................................................................................6FINDINGS.......................................................................................................................................8CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTIONHospitality and guests management can be defined as the management of a businessorganisation which is related with providing services of accommodation and food and beveragesfor those who are away from their home. In the hospitality industry various service industries isincluded such as accommodation, food and drink, transportation, theme parks, event managementand many others. For this file, the selected organisation is Marriott which is an Americanmultinational diversified hospitality firm and offering a range of services to their customers. Thisstudy will cover about experience of guests with the services of hotel. Also, it will consider allthose strategies which is using by the organisations for appraising their guests and providingthem the higher quality of services.MAIN BODYThe sector within the hospitality and tourism industryThe hospitality industry within the UK considered as one of the biggest engine for growthin the economy as because it able to get the attention of government, customers and employees inthe business. The various sectors are covered under the hospitality industry such as travel andtourism, food and beverage, lodging, recreation, entertainment, transportation, meeting andevents etc(Kapiki, 2012).As the UK attracts a range of tourists in the country also it provide ahuge business opportunities to the investors in order to get the higher income. The contribution ofthe hospitality industry in economy is higher which can be determined by the percentage of it inrising the GDP which is 3.6%(Hospitality & Tourism, 2019).Due to this the UK government isalso providing funds to the all those organisations which are operating their activities under thehospitality industry so that they can easily promote their brand at the both national andinternational level which will direct impact on attracting foreign investment. Along with this, thecontinually increment in the investment of this sector contribute in creating the higheremployment opportunities to the people. For this aspect, the UK government also adopt variouspolicies to promote the tourist industry in order make UK one of the leading country across theworld.The selected organisationAs the chosen organisation for this report is Marriott which is operating their businessactivities under the hospitality sector. This company is formed by J. Willard Marriott in 19271
which headquarters is situated in Bethesda, Maryland and U.S. This firm is listed as the thirdlargest hotel chain in the world. Marriott has almost 30 brands and 7003 hotels in 131 countriesThis business organisation is well-known for offering a range of quality services to its guests asper the latest technologies and current market segments. These services include accommodation,food and drinks, education, health, recreation, attraction and many others facility to their guestsin order to provide the higher satisfaction to their guests and earned higher profitability in themarketplace(Kim, Stonesifer and Han, 2012).Products and services of MarriottMarriott is categorised under the most prestigious and famous brand due to offering anumber of luxurious products and services to its customers. This hotel is mainly concern forproviding higher satisfaction to their guests so that the higher brand value and recognition can begained in the limited period of time. The main products and services of this industry are hotelgroups, resorts, boutique hotels and hospitality management company. Other the major productsof this organisation are accommodation, food and beverage, leisure services and others. The coreservices of this hotel is providing lodging with rooms, valet, reception, restaurant and subsidiaryservices. The accumulation of the organisational services depends on the three characteristicswhich are customers participation, accessibility of services and interaction with serviceorganisation(Ryan, 2015).USP (Unique Selling Point):It can be define as a feature of a product which makes itdifferent from the other competitors products and services on the basis of their quality, price andother aspects. The USP of Marriott is global market leadership in which they give their focus oncovering a big market share by use its dominance in order to compete their competitors in themarketplace. The core strength of Marriott is that it has good returns on capital expenditure asthey are successful at execution of new project. Along with this company is able to expand inother nation because they have strong free cash flow. In global market firm has high brandrecognition due to which huge profit is maximized. Company with hold skilled and capableemployees with their effective tactics which aid them to achieve set goals and objectives(Lampinen, 2016).Strategies for appraising guests service experienceIn order to sustain the business position for a longer period of time the manager ofMarriott hotel give their major focus on espousing the effective strategies which enables them to2
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