Marriott Service Provision and Quality Management

Hospitality & Guest
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
Marriott service provision and Quality Management-...........................................................3
Evaluate how the hotel adapts to changing consume preferences..........................................5
How changing consumer preferences impact guest service management..............................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
The hospitality industry focuses on providing services linked to mainly leisure and
customer satisfaction rather than more regular and basic needs (Bharwani and Jauhari, 2017).
The importance of guest feedback in this industry is driven by service provided to the customers.
The organization considered in this report is 'Marriott International'. The company started by J.
Willard and Alice Marriott and later shifted to the hotel business, today acknowledged as one of
the largest hotel chain company which is providing its high quality products and services to
customers. Its is offering its products and services in more than 110 countries and it has approx
30 brands. This report identifies the services provided by the company and its quality
management with an evaluation of how the hotel adapts to its consumer preferences. The report
at last outlines how changes in the consumer preferences impact the management of guest
service.
MAIN BODY-
Marriott service provision and Quality Management-
Marriott International is the one of the leading hotel in the world which is more then
5700+ geographical area offering a world class customer experience through across 30 brands in
different segments in over 110 nation. This is a well known company and each and very hotel of
Marriott company is providing product and services with high quality. This is distributing its
products and services with new and innovative services as it helps in satisfying needs and wants
of customers in more effective and efficient manner. Despite being a 90 year old, the company
still aspires to grow.
The brands are categorized into Luxury, Premium, Select, Longer Stays and Collection at
breathtaking locations. Each brand has different characteristics serving the needs of different
customers (Bowie and et.al., 2016). For a truly relaxing vacation, staying at a luxury Marriott
Hotel comes with added amenities and deluxe features like spas and even 24 hour room service.
Luxury hotels like the Ritz-Carlton and Marriott Marquis come with higher fees with the overall
comfort worth the price charged.
Premium Marriott Hotels offer more room to relax than the standard Marriott brands and
are a happy bridge between the expensive Luxury brands and the Select brands. In terms of
overall number of hotels and resorts, Select Marriott brands are one of Marriott's largest brands