Quality Management Techniques in Marriott Hotel

This report discusses about Marriott hotel and its quality management techniques to improve its products or services and retain loyal customers within the firm.

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Quality Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Definitions of quality.............................................................................................................3
1.2 Processes of inspection and assurance in quality management.............................................3
1.3 A range of approaches to quality management......................................................................4
1.4 Similarities and differences between methods......................................................................4
TASK 2............................................................................................................................................5
2.1 Customer satisfaction.............................................................................................................5
2.2 Continuous improvement in quality management.................................................................5
2.3 Type of added values gained.................................................................................................6
2.4 Types of information made available to customers and its significance to effective
marketing.....................................................................................................................................6
TASK 3............................................................................................................................................7
3.1 Measuring quality management in business..........................................................................7
3.2 Benefits of users and non-users surveys................................................................................7
3.3 Methods of consultation employed in one quality scheme....................................................8
3.4 Value of complaints procedure..............................................................................................8
TASK 4............................................................................................................................................9
Enclosed in PPT...........................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Quality is considered as an essential attribute of any business. Therefore, management of
business aims to maintain its quality of products or services so that customers could be attracted
towards firm. It involves different essential tools such as assurance and inspection of quality that
helps organization to measure and control its quality and retain loyal customers within firm
(Aquilani and et. al., 2017). Business aims to obtain different quality standards and certifications
such as ISO 9000 and 14000 that helps in obtaining confidence among stakeholders as well as
they become assured regarding the product quality. Present report discusses about Marriott hotel
and thus its quality management techniques in order to improve its products or services and thus
retain loyal customers within firm.
TASK 1
1.1 Definitions of quality
Quality can be defined upon different attributes such as perfection in service delivery
process, fast delivery, pleasing guests and ultimate satisfaction perceived by individuals. Thus, at
the time when all such parameters are met by any organization than it is stated as attaining
desired quality standards. Further, quality as per service provision is considered as delivering
right quality products or services to guests and thus attaining desired results (Griffin, 2016). For
instance, it is essential for Marriott hotel to undertake different parameters and thus provide
appropriate quality services to its guests so that satisfaction among clients could be attained,
therefore, it is essential for hospitality firm to identify the quality aspects and then fulfill the
needs of guests in terms of achieving success. However, every industry aims to maintain service
quality and thus obtain excellence in their delivery process so that end results could be obtained
effectively ad efficiently. Through effective quality services it helps in retaining loyal customers
within firm and thus improves business performance in market (O’Neill, Sohal and Teng, 2016).
Within service provision, quality is considered as best aspect and thus improves sales and
profitability in market. Here, Marriott needs to maintain service quality so that customer
satisfaction could be attained.
1.2 Processes of inspection and assurance in quality management
Inspection and assurance are considered as two major tools that help in monitoring the
quality aspects of business. Assurance in terms of quality is considered as the process that aids in
maintaining appropriate level of quality within products or services so that best results can be

attained. Management of Marriott needs to obtain quality assurance for its guests so that they
could be satisfied and thus remain loyal within business (Bolatan and et. al., 2016). It helps in
improving customer satisfaction. Cited organization carries out quality assurance through the
time when guest enters the hotel and thus maintain the same scenario till the time they check out
from hotel. Thus, it helps hotel to assure them best quality services and products would be
offered so that competitors could be overcome. Through carrying out quality assurance it helps
in identifying the defect prevention and thus overcome the defects so that quality could be
maintained within hotel. Further, another tool of measuring quality is inspection which involves
ISO 9000, 14000 certifications and thus helps in controlling and assuring the quality of products
so that standards could be met accordingly. Through obtaining such certificates, Marriott aims to
improve its quality and thus attain customer satisfaction.
1.3 A range of approaches to quality management
There are different quality management approaches such as Total Quality Management,
Six Sigma management, Quality Circles and Benchmarking etc. helps in improving and
contributing quality management within organization. All such approaches are considered as
crucial and thus helps Marriott to maintain its quality in terms of satisfying the needs of
consumers. Cited organization uses Total Quality Management and Six Sigma approaches so that
it helps them to maintain and contribute quality management within business. Hotel aims to
maintain total quality so that best products or services could be delivered to its guests and retain
them within firm for long term (Spofford Jr, Russell and Kelly, 2016). Implementing such
quality tools assists in carrying out continuous improvement so that quality products and services
could be delivered to guests. TQM approaches help Marriott to improve its overall business
performance and overcome defects and loopholes so that desired results could be attained. TQM
approach helps in encouraging workers so that they deliver their best services in order to make
guests happy and satisfied. Also, total quality management assists management of hotel to
identify the overall quality within business and thus avoids quality problems faced by guests in
order to raise their satisfaction level. Thus, both these approaches helps in making sure that
Marriott enhance quality of business and attain customer satisfaction.
1.4 Similarities and differences between methods
Implementing different methods i.e. total quality management and Six Sigma it helps
Marriott hotel to assess different similarities and differences within such methods so that desired

results could be attained. Through implementing TQM approach it helps in enhancing quality
standards of hotel services and thus maintain the same so that best results could be attained. At
the time of comparison, TQM with Six Sigma approach it assesses that later helps in controlling
the quality of hotel and thus makes sure that customers are more attracted towards the same in
regard to get better quality products and services. While the main difference is that Six Sigma
approach requires huge cost as compared to total quality management in order to maintain
quality standards (Sin, Jusoh and Ishak, 2016). Further, it also helps in measuring continuous
improvement within hotel and thus empowers employees to render better quality services to
guests and retain them within firm for long term. Another similarity is that both these methods
helps in empowering workers and encouraging their morale so that they could provide best
information about hotel in front of guests and attain satisfaction. Both TQM and Six Sigma helps
in maintaining quality within hotel while the difference is that such method assists in obtaining
different cost which ultimately increases the cost of business.
TASK 2
2.1 Customer satisfaction
Customer satisfaction is an essential attribute that helps in identifying the needs and
wants of customers and then provide them the same in regard to attain satisfaction. Therefore, it
is essential for Marriott hotel to improve its products or services so that they can render best
quality packages to customers and thus retain them within firm for long term. Marketing team is
required to identify the needs of customers and thus provide them particular goods so that needs
could be fulfilled in an effective way (Alharbi, Al-Matari and ZienYusoff, 2016). Marriott aims
to undertake effective strategy for satisfying the needs of its customers and thus provide them
extra value such as bonus points, rewards, offers and discounts in order to retain them and attain
satisfaction. Further, there are several other techniques as well that helps firm to improve
customer satisfaction and thus attract target customers so that every age of customers wishes to
visit Marriott hotel. Also, obtaining feedback form from clients helps in overcoming their issues
and thus improve quality services and fulfill needs of guests.
2.2 Continuous improvement in quality management
Continuous improvement is the term that helps firm to carry out regular improvement
within products or services and thus enhance the performance of firm in market. However, it is
the process through which improvement has been attained when converting input into output.

Marriott uses Kaizen approach for continuous improvement and thus enhance the products or
services regularly so that enhancement in products or services could be attained. For instance,
Marriott marketing and creative team currently decides to place an I-pad in its every room so that
guests could make order directly from them by viewing the menu list over it. Thus, such type of
improvement helps in improving the business in digital manner and thus bring enhancement in
the activities so that quality of hotel could be improved (Rahimi and et. al., 2016). However,
bringing such type of regular enhancements in the form of technology advancement or quality of
services it helps in raising customer satisfaction and thus influences firm to bring positive
outcomes. Further, using PDCA cycle assists in implementing continuous improvement and thus
enhance quality of firm in market.
2.3 Type of added values gained
Added values are considered as the innovation ways through which business could be
able to improve its technology and bring enhancement within firm which are as follows-
 Enhancing quality environment- Marriott needs to improve its hotel environment so that
guests could feel pleasant and thus aims to satisfy their needs. It results in bringing
continuous improvement so that values could be added to hotel and its services offered to
guests (Chan and et. al., 2017).
 Training its employees- Further, it is another added value that helps Marriott management
to provide effective training to its employees and thus raise their encouragement level so
that they can provide better services to guests. Providing training and development assists
in overcoming their weaknesses and thus identify the strengths so that better results could
be attained (López-Gamero and et. al., 2016).
 Providing offers and discounts to loyal customers- Another added value is providing
attractive offers and discounts to loyal customers such as club card schemes and thus
influence them to retain within firm for long term. It also aims to encourage its customers
and thus visit the hotel again and again so that quality needs to be maintained (Magnini
and Simon, 2016).
2.4 Types of information made available to customers and its significance to effective marketing
Marriott aims to provide different types of information to its customers and thus enhance
the quality of its hotel environment, improving products or services quality, enhancing loyal
customer base etc. However, all such information needs to be provided to customers using

different forms such as social media tools, newspapers, television etc. Through all these forms
they are useful in terms of providing varied information to customers such as quality products or
services delivered by Marriott as compared to competitors, using I-pad in its every room that
helps them to assists guests with innovative technology etc (Li and et. al., 2017). Further, all
such information is being marketed effectively to customers using different methods such as
social media platforms i.e. Facebook, Twitter and YouTube etc. Such methods helps in
influencing customers to improve its marketing techniques and thus enhance the customer base
so that loyal customers could be enhanced. Marriott also uses official websites to provide
information to customers who visit the websites for checking availability of rooms and other
information.
TASK 3
3.1 Measuring quality management in business
Measuring quality management within business is essential task and thus it helps in
enhancing the operations of firm in market. There are various methods used in regard to measure
quality within Marriott and thus comparing its standards so that appropriate outcomes could be
attained. It uses Total Quality Management, Quality Circles and thus helps in measuring the
quality performance so that enhancement in products or services could be attained. Marriott uses
such methods to improve its quality and thus use different ways in regard to enhance sales and
profitability of firm in market. in order to measure the performance of firm TQM approach is
best suitable and thus helps in enhancing the performance of firm so that appropriate chances
could be attained in an effective way (Yang, Mueller and Croes, 2016). Through measuring the
quality management in business it aims to bring advancement in technology and innovate in its
products or services so that customer satisfaction could be attained.
3.2 Benefits of users and non-users surveys
Survey is considered as the best tool that helps in obtaining responses from both users
and non users groups so that quality of products or services could be raised (Tricker, 2007).
Marriott management carries out both user and non user surveys and thus prepares different
responses feedback form so that their needs could be identified and thus it could be implemented
in terms of improving business services. Cited organization uses both users and non user surveys
that helps in assessing the expectations of customers and thus identifies the needs of users and
non users (Hernández-Perlines, 2016). Through evaluating the responses of users it helps

management of firm to identify the expectations of customers and thus it needs to be improved
so that desired results could be attained. While, through evaluating the non users surveys it
assess their requirements which has been provided by competitors so that firm needs to improve
that and thus best results could be attained.
3.3 Methods of consultation employed in one quality scheme
Different consultation methods have been employed in regard to improve quality scheme
so that employees could be encouraged to attain desired results. Also, using questionnaire
method that helps in encouraging participants in terms of obtaining responses and thus raising
quality scheme within hotel so that satisfaction among guests could be attained. Further, Marriott
also uses suggestion scheme as another consultation method in one of its quality scheme and thus
obtains feedback from customers and implements the same so that service quality of hotel could
be improved (Atanasova and et. al., 2017). However, if clients are satisfied by the quality and
services delivered by hotel staff it helps them to raise its competitive position in market. It is
essential for business to motivate the non users to visit the hotel and experience the services
rendered by Marriott so that they could change their thinking and sustain within firm for long
term.
3.4 Value of complaints procedure
In order to identify the complaints given by customers in the form of feedback could be
obtained directly from suggestion box, feedback form or reviews posted on website or Google
etc. Thus, using different complaints procedure helps in obtaining reviews and bring
enhancement in products or services so that issues could be overcome and bring better quality
services for guests. Main value of complaints procedure in Marriott hotel is that it helps in
increasing the number of customers within hotel and retaining satisfying clients so that they
could enhance the sales and profit margin of firm (Dabestani and et. al., 2016). Also, providing
opportunities to guests so that they can give their valuable suggestions and management of hotel
works upon that in order to overcome the issues faced by guests so that whenever next time they
visit the hotel it does not dissatisfy their expectations. Customer complaints are useful in terms of
improving business performance and thus raise customer satisfaction level (Sallis, 2005).

TASK 4
Enclosed in PPT
CONCLUSION
It can be concluded from the report that quality management is considered as one of the
crucial part that helps in improving business performance and attain customer satisfaction.
Marriott obtains ISO certification such as 9000 and 14000 that identifies the quality parameters
of firm and thus helps in improving the business performance
e. Also, attaining quality assurance and inspection tools are the best method through which hotel
could enhance its services and thus guests could be satisfied. Further, providing different added
values such as attaining customer satisfaction, training to employees, quality products or services
etc. helps in managing quality within business.

REFERENCES
Books and Journals
Alharbi, K., Al-Matari, E.M. and ZienYusoff, R., 2016. The Impact of Total Quality
Management (TQM) on Organisational Sustainability: The Case of the Hotel Industry in
Saudi Arabia: Empirical Study. The Social Sciences. 11(14). pp.3468-3473.
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Atanasova, N. and et. al., 2017. Optimized MBR for greywater reuse systems in hotel
facilities. Journal of Environmental Management. 193. pp.503-511.
Bolatan, G.I.S. and et. al., 2016. The Impact of Technology Transfer Performance on Total
Quality Management and Quality Performance. Procedia-Social and Behavioral
Sciences. 235. pp.746-755.
Chan, W. and et. al., 2017. Cigarette induced PM2. 5 in hotel rooms: An assessment of the
effectiveness of management’s mitigating measures. International Journal of Hospitality
Management. 60. pp.42-47.
Dabestani, R. and et. al., 2016. Importance-performance analysis of service quality dimensions
for the customer groups segmented by DEA: The case of four star hotels.International
Journal of Quality & Reliability Management. 33(2). pp.160-177.
Griffin, R.D., 2016. Principles of air quality management. CRC Press.
Hernández-Perlines, F., 2016. Entrepreneurial orientation in hotel industry: multi-group analysis
of quality certification. Journal of Business Research. 69(10). pp.4714-4724.
Li, L. and et. al., 2017. An empirical study on the influence of economy hotel website quality on
online booking intentions.International Journal of Hospitality Management. 63. pp.1-10.
López-Gamero, M.D. and et. al., 2016. Organizational antecedents and competitive
consequences of environmental proactivity in the hotel industry.Journal of Sustainable
Tourism. 24(7). pp.949-970.
Magnini, V.P. and Simon, C.J., 2016. Fostering service quality in hotel chains through a focus on
employee development and performance. The Routledge Handbook of Hotel Chain
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O’Neill, P., Sohal, A. and Teng, C.W., 2016. Quality management approaches and their impact
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Rahimi, R. and et. al., 2016. Implementing Customer Relationship Management (CRM) in hotel
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Sin, K.Y., Jusoh, M.S. and Ishak, N.A., 2016. Total Quality Management (TQM) best practices
in Malaysian hotel industry: An investigation using Multi-Criteria Decision Making
(MCDM) model. Heritage, Culture and Society: Research agenda and best practices in
the hospitality and tourism industry. pp.43.
Spofford Jr, W.O., Russell, C.S. and Kelly, R.A., 2016. Environmental quality management: an
application to the Lower Delaware Valley. Routledge.
Yang, Y., Mueller, N.J. and Croes, R.R., 2016. Market accessibility and hotel prices in the
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Online
Sallis, E., 2005. Total Quality Management in Education. Available through: <
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