Swot Analysis of Marriott Hotel

Business skills for international
Hotel Industry

INTRODUCTION
Business skills are those skills which are required to run and operate a industry. These
are the basic skills such as team work, communication, patience, etc. Some of the skills are
advanced like leadership, strategic thinking and presentation, etc (Adeola and Ezenwafor, 2016) .
In the present report Marriott Hotel has been taken as the chosen organization, for which the
employment skills are required by an individual. Marriott is an American global diversified
hospitality company that manages and franchises a large collection of hotels and related
accommodation facilities. This report will emphasize on the SWOT analysis of the writer along
with its personal development plan for the post, the writer want to apply in the Hotel Marriott.
TASK
1. SWOT Analysis of the writer.
A personal SWOT analysis, though, may be more helpful and practical if the one (writer)
may focus on achieving a specific goal or any issue that the writer want to address. This is
because, as it is known by all that each and every person has their aim which they want to
achieve, in the similar the skills and attributes of the person should be best which may help them
in attaining that goal or even a weakness, in another context (Alhelalat, 2015) . Along with this
threat in one context could be unimportant in another. So there is the Swot analysis of the writer,
which is outlined as below-
Strength – I have my strength as I m very
creature and can create creative things. I
frequently impress my clients or guests with
my innovative ideas. I also have the ability to
work in a team with coordination and in a
collaborative manner and relate well with my
clients or customers and teammates. Along
with this I have the best and clear
communication skills both as verbal and
written. I have the ability to lead a team as a
leader and can ask the key questions to find the
right marketing angle. I have the ability to
learn new things quickly and have very
friendly nature both in my personal and
professional life. Along with this I am very
Weaknesses – I have the major weakness as I
tend to move quickly in completing any task,
and from this habit I make many mistakes
which often impact the quality of my work. I
get very tensed quickly when I have to juggle
or handle the multiple responsibilities at the
same time. Sometimes the mass of peoples
make me nervous to represent myself or
present something in front of them. As I have
the weakness of spokesperson in front of many
people.

patience towards my work with good listening
skills.
Opportunities – To reduce my weaknesses I
can take advantage of the opportunities which
exist for me to make me a better and valuable
employee of a company in future. I can attend
the industry conference to expand my network
and can take the benefit of training. I can talk
to many people and can attend the presentation
meeting of the different companies, so that I
can able to speak or represent myself in front
of lots of peoples. Along with this, a recent
vacancy for guest service manager in Marriott
Hotel has allowed me to step into a role of
leadership, which can be a great opportunity
for me to develop my career.
Threats – As the opportunity of the vacancy in
Marriott Hotel, can also be an threat for me as
many candidates will give compete me to
attain this job position. Doing task quickly and
making mistakes in the task can be also an
threat for me as this can impact in getting any
employment in any organization.
2. Personal development Plan made by the writer for Guest service manager.
Personal Development Plan – Guest Service Manger (Marriott Hotel)
Long Term Goals – To play the role of guest service manager
Short Term Goals – To improve the management and coaching skills, along with improvement
in Customer service.
Goal Objective Resources Measurement Target date
To improve the
skills of
customer
services
My main
objective of this
goal is to work
on improving
customer service
by having
friendly, diligent
and professional
all the times.
Should listen the
needs and
requirement of
customers
carefully and
provide the best
services to them.
The resources
required to
achieve this goal
is front desk at
which I can
interact with the
guests.
Reviews or
feedback from
customers or
guests along with
guest satisfaction
score.
During the job.
Improve
coaching and my
presentation
skills
Have the
objective of
completing
coaching
certification
programme.
Requires approx
10 hours of
office work
along with the
training.
Feedback from
HR and guest
service manager
in improvement
of Presentation
skills and
By the end of the
current month.

Along with this
get updated with
the training
session of
presentation
meeting and
reflect changes
which should be
accepted in
recent staff
meetings.
competition of
training.
Improve
management
skills
Objective is to
take more
responsibilities
such as safe
deposit box,
billing issues,
etc.
More
responsibility
and authority on
the shifts.
Reviews or
feedback from
guest service
manager and
shift manager.
By the starting of
next month.
3. The employability skills which help to get employment in Hotel or Hospitality Industry.
Employability skills are the skills which are required for a person so that they can make
themselves capable for the specific job profile. These skills of a person are beyond to their
education, and this helps them making themselves different from other. As skills of every person
is different and depends on their experience and on the factors which lead them in learning some
thing. According to PDP, the skills which is required by a person for being a good guest service
manager, so that they can employed in The Marriott Hotel are as follow :-
1. Communication skills : For being a manager in a big hospitality organisation, it is very
important for a person that they must have good communication skills. This will help
them in making proper communication with their team members and also help them in
explain the roles and responsibilities of each and every individual in team. For being a
good guest service manager, it is very help, as by having good communication a person
can make good interaction with their guest and also attract them towards the services
offered by them (Bharwani and Talib, 2017) . Along with this, it also helps them in
maintaining the problems of their customers, so that they can get better experience.
2. Listening skills : Along with good communication skills, it is very important for a person
on this designation that they must have good listening skills. This will help them in
understanding the problem and issues in very less time which were faced by their
employees. This also helps them in gaining detailed knowledge about the suggestions

given their subordinates. This all increase their efficiency while working in an
organisation of hospitality sector. Along with this, good listening skills help guest service
manager in gaining knowledge that what their customers need and what service can
satisfy their customers. By doing so, a person can improve their work as guest service
manager in The Marriott Hotel.
3. Self control : For being a manager in organisation like The Marriott Hotel, it is very
important for a person to have control over their themselves. This helps them in ample
number situations and also allows them in performing with control over their
subordinates (Tran, 2015) . As this help them in controlling their aggression in negative
situations and also helps them in motivating their employees. For example, if some
customer getting angry and use to misbehave with them, then in that condition they have
to deal with that customer with calm mind. This help them in getting appropriate solution
for the problem by which customer can meet their requirement and also lead them in
getting positive experience.
4. Positive attitude : For a guest service manager, it is very important for them to have
positive attitude, this help them in going with a long way. In this, person working in the
Marriott Hotel must have complete knowledge about the products and services offered by
them, so that it will become easier for them that they will convene their customers. This
all help them in increasing the profitability of their organisation, and also increase the
customer satisfaction. Along with this, if customer has some problem with the products
and services offered by their organisation, then they can give the best possible solution
for that.
5. Conflict solution : Conflicts are the most common part of a big organisation like The
Marriott Hotel, as there are ample number of employees working in the organisation.
Along with this they use to deal with several customers, this leads to create some among
customers and employees and also between different employees. For a guest service
manager, it is very important for them to understand the situation and provide solutions
for their employees by which the conflicts among them get solved (Gannon, Roper and
Doherty, 2015) . Also by this skill, they can solve the problem which customers are
facing in their organisation, so that customers get satisfied and can get remember able
experience.

Above given skills are very helpful for a person who is working or going to work as guest
service manager in The Marriott Hotel. These all help them in reducing the problem faced by
their customers and also help them in giving good experience with organization. Also these
skills are very helpful for a person who is going to work on any other designation, so that
they can give their best and perform in very efficient manner.
CONCLUSION
From the above report, it has been concluded that business skills are important for an
individual to achieve employment in a reputed industry. As by knowing the personal strength
and weaknesses, writer has developed its personal development plan and has described the
various employability skills through which the employment can be achieved in an hospitality
industry or Hotel.

REFERENCES
Adeola, O. and Ezenwafor, K., 2016. The hospitality business in Nigeria: issues, challenges and
opportunities. Worldwide Hospitality and Tourism Themes. 8(2). pp.182-194.
Alhelalat, J. A., 2015. Hospitality and non-hospitality graduate skills between education and
industry. Journal of Business Studies Quarterly. 6(4). p.46.
Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: a conceptual
framework. International Journal of Contemporary Hospitality Management.29(1).
pp.393-418.
Gannon, J. M., Roper, A. and Doherty, L., 2015. Strategic human resource management: Insights
from the international hotel industry. International Journal of Hospitality
Management. 47. pp.65-75.
Tran, B., 2015. Expatriate selection and retention: Identifying and assessing the other
characteristics beyond knowledge, skills, and abilities. In Handbook of research on
global hospitality and tourism management (pp. 468-492). IGI Global.