Marriott Hotel Service Encounters

SERVICE MARKETING
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Table of Contents
Introduction......................................................................................................................................3
Company overview..........................................................................................................................4
Flowchart.........................................................................................................................................5
Backstage Activities at Marriot Hotel.............................................................................................6
Front stage Activities at Marriot Hotel............................................................................................6
Explanation of significance of the service encounter......................................................................7
Analysis of managerial implications...............................................................................................7
Conclusion.......................................................................................................................................8
References........................................................................................................................................9
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Introduction
Marriot Hotel is one of the world’s famous hotel organizations which provide total services of
hotels and resorts. The main branch of the hotel is located in Washington DC whereas all its
activities are operated in almost 70 countries. This hotel is the perfect example of a total service
provider as it has great superiority in delivering service. This hotel is considered as one of the
best organization of hotel industry and has been nominated several times by Times and Forbes
Magazines.
Marriot Hotel has successfully formed and established an organizational culture and
structure which totally helps the company to be a service-determined company. It has utilized its
effective marketing strategies to establish its brand image and organizational culture. The
following essay will show the different components of services provided by the organization and
will also show the flowchart of various activities which is operated by the management and by
the employees of the hotel. Apart from this, the study will also represent the significance of the
service driven company and will also portray the managerial implication analysis.
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