A Case Study on Marriott Hotel

To explore the significance of
Technological system for
working operations of Hotel: A
case study on Marriott Hotel

Abstract
In order to sustain in the competitive environment, it is very important for the
management of Marriott Hotel to utilise advance technologies. The aim of dissertation is to
explore the significance of technological system implemented in Marriott Hotel. In the
digitalised era, technology becomes a critical component for the hospitality sector to attract and
retain guests. Nowadays, hoteliers invest in many new Information Technologies so as to
develop personal engagement and provide better customer experience. Researcher has conducted
analysis in Marriott Hotel in order to analyse the significance of technological system used in the
organisation. Primary source of data collection is the process where researcher makes efforts to
collect data all by him or herself. There are numerous tools of collecting primary data. In the
present study, researcher has used questionnaire, which has been provided to the managers of
Marriott Hotel. Sample of 10 managers has been taken by using simple random sampling
method and through analysis, it was identified that technology systems play vital role in Hotel
Marriott.

ACKNOWLEDGEMENT
I would like to express my sincere gratitude towards my teacher who helped me to
compete this project. A heartfelt thanks to the professors who helped me at every step of the
project and extending valuable suggestions that made this project a successful one. Further, I
would like to thank my parents for giving me unbound assistance by encouraging me to prepare
this project. I am greatly thankful to out training professor, whose drills helped me to understand
core aspect related to subject matter. In the end I would like to thank all those people, friends
and colleagues who have given tangible or intangible contribution in making this research
project a successful one.

CHAPTER 1: INTRODUCTION
Research title: To explore the significance of Technological system for working operations of
Hotel; A case study on Marriott International
1.1 Introduction
To enhance the performance of business and to increase customer base, the management
are now constantly using information technologies and systems. In the era which is characterised
by globalisation and dynamism, each and every organisation is working on improving their
existing technologies and investing in new ones so that they can efficiently sustain in the
competitive market (El-Sherie and Ghanem, 2016). Hospitality industry holds major portion in
the national economy of United Kingdom. The hospitality industry accounted for 17 per cent of
total UK net employment growth between 2010 and 2014. This means that hospitality made a
substantial contribution to the UK’s private sector jobs recovery. Both the digital and creative
industry and the hospitality industry have been key players in the jobs recovery in the UK over
the past four years. However, while the digital and creative industry has received government
support in the form of tax relief from the UK Government, the hospitality industry and the
tourism industry have not (Okumus and et.al., 2017). The present dissertation will concentrate
on analysing and exploring the significance of digital technologies on the business operations of
Marriott Hotel, London, United Kingdom. Marriott International, Inc. is a leading global lodging
company with more than 6,500 properties across 127 countries and territories, reporting revenues
of more than $22 billion in fiscal year 2017. Founded by J. Willard and Alice Marriott and
guided by family leadership for 90 years, the company is headquartered outside of Washington,
D.C. in Bethesda, Maryland (About Marriott UK - Corporate and Career Information, 2018). In
the present dissertation, the researcher will aim to understand the importance of technological
systems used at hotel industries by analysing the articles, books, and journals written by senior
researchers and authors. Furthermore, he or she will concentrate on evaluating the impact of
technological system on working and operations of hotel industries and Marriott Hotel. In this
way, the researcher will develop precise research methodology in which he or she will describe
the methods used for collecting and analysing data. Furthermore, the research dissertation will be
constructed in systematic manner which will help the end users to comprehend the aspects and
concepts of research study.
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1.2 Background
In the digitalized era, technology becomes a critical component for the hospitality sector
to attract and retain guests. Now-a-days, hoteliers invest in many new Information Technologies
so as to develop personal engagement and provide better customer experience. Technological
advancement had brought dramatically changed the way in which people purchase and consumes
hospitality offerings. With the immense power of IoT (Internet of Things), reservation via smart
device and automation through digitalization significantly contributed in satisfying customer
expectations and desires. Technological reinvents
Marriott International is a leading multinational hospitality company that manages many
hotels and relevant lodging facilities. It is a public limited company that is listed on NASDAQ
and headquartered in Maryland, US. The hotel invests in many advanced technologies as it is a
determination of the guest satisfaction score. It uses latest technologies as a value-added
component so as to boost differentiation and improve satisfaction level of their guests. The thesis
aims to explore how technological innovation transforms its offering, services and infrastructure
to meet consumer requirements. The study investigates the significance of different technological
systems on its operational procedure and assesses that how it help hotelier to build great
customer experiences.
1.3 Research aims and objectives
Aim
“To explore the significance of Technological system for working operations of Hotel: A case
study on Marriott International”
Research Objectives
 To determine importance of implementing technological system of Marriott Hotel
 To ascertain impact of technological system on working operation of Marriott
International
 To assess the factors influencing working operations of Marriott Hotel
 To evaluate technology which assist easy management of working operations of Marriott
Hotel
Research Questions
 What is the importance of implementing technological system for Marriott Hotel?
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 What is the impact of technological system on working operation of Marriott
International?
 What are the factors influencing working operations of Hotel?
 How technologies assist in easy management of working operations of Hotel?
1.4 Statement of the problem
The rationale behind conducting this research on significance of Technological system
for working operation of Marriott International is to evaluate the management system of firm.
Further, it will assist in evaluating use of technology in making management of hotel services
and operations easy. The motive of consulting this study is to manage risk which can arise while
working operations of Hotel. The research will help in determining appropriate use of
technological tools in hotel functions. It is conducted by scholar to analyse effect of
technological system on business activities of Marriott International, the high end hotel of UK. It
will help the individual in developing critical understanding over causes and effects of
technological uses in working operations of High End Hotel (Law, Leung and Lee, 2013). Thus,
the motive of scholar in this study is to check over factors influencing operation of Marriott and
how the firm can able to overcome with the use of advanced technological tools.
1.5 Significance of the study
The research on impact of technological system on working operation of Marriott
International is an effective plan as it will help in analysing different technological tools which
helps hotel business in managing business activities effectively. The foremost reason behind
conducting this research is to analyse the availability of technological tools which are used by
hotel business to manage its working operations. Further, it will help in determining different
technologies available for hotel management for making working operation easy and reliable.
The investigation is the source which helps the scholar in focusing on the critical factors which
can be risky for the business environment. Thus, the importance of this study is to focus on
factors impacting working operations of Marriott international and way to overcome its affects.
1.6 Scope of the study
The research scope is not limited as it will focus on advanced technologies which are
available to managing working operations of Hotels (Ku, 2010). Further, it will determine
working operations of Marriott international which are managed with the help of technology.
Moreover, the research based on developing vast knowledge about the use of technology of hotel
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management in order to attain growth and development of business (Ip, Leung and Law, 2011).
However, the research scope is not only limited to the working operation of High end hotel of
UK, instead it will focus on evaluating working operations and their link with technological tools
in worldwide branch of Marriott International.
1.7 Disposition
Every thesis needs to be well-structured that follows one or more substantive chapters.
The current thesis follows following structure, detailed below:
Chapter: 1: Introduction: Every study begins with a basic outline and brief overview of
the chosen topic and case study. This section introduces reader briefly with the context of
research issue, problem statement and the importance of the study. It assists readers in scientific
argumentation and the evaluation of the research outcome.
Chapter 2: Literature review: This chapter examines researches on similar topic that is
done earlier and provides a thorough analysis of all the available information relevant to the
chosen research area. This will inform about the technological advancements and up gradation in
the British hospitality industry and also carries out a critical evaluation of the impact on the
hotels operations.
Chapter 3: Research methodology: It explain the methods that had been used for
gathering various set of information about the technological system of Marriott International and
the techniques applied for drawing meaningful information about the same. It is regarded as the
core of the thesis which clearly explains all the components of the methodology including
approach, philosophy and ethical aspects.
Chapter 4: Data analysis: This section presents the massive amount of data gathered in
an arranged manner with necessary tables and visualization. This is the main part of the
dissertation which deeply examines the impact of various technologies on the hotel’s working
practices to assess that how technology drive benefits and challenges for the hotel.
Chapter 5: Conclusion & Recommendation: It is the last chapter in which all the
important findings are tied up and findings of the study are summarized briefly. On the basis of
this, hotel will be recommended with unique ways in the technological implementation. It also
provides an overview of the area in which, research can be carried out in future in similar area of
topic.
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