Evaluating Customer Service Policies and Training at Marriott Hotels

This report provides an in-depth analysis of customer service practices at Marriott Hotels. It begins with an introduction to customer service policies, emphasizing their importance in hospitality. The report then evaluates the effectiveness of these policies and the associated training and development programs, assessing their impact on customer satisfaction. It further explores various communication methods employed by Marriott, including feedback mechanisms and the use of technology and social media, to foster a customer-focused culture. The analysis includes an examination of sources used to gauge customer satisfaction and the influence of customer perception on service delivery. The report details research on customer requirements and satisfaction levels, and outlines a customer service program for a hypothetical Marriott hotel, offering recommendations for performance improvement. The report covers topics like customer feedback, CRM, and body language in communication to enhance the customer experience. The conclusion summarizes the key findings and offers insights into how Marriott Hotels can further enhance their customer service strategies.

Customer services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
1.1 Uses of customer service policies.........................................................................................3
2.1 Evaluating customer services policy and training and development programme on
customer services........................................................................................................................4
TASK 2............................................................................................................................................5
2.1 Different communication method and focus on customer focus culture..............................5
2.2 Sources of information on customer satisfaction.................................................................6
TASK 3............................................................................................................................................7
3.1 Customer perception influence customer services ...............................................................7
3.2 Research on customer requirement and satisfaction level....................................................8
TASK 4............................................................................................................................................9
4.1plan and deliver a customer service programme in................................................................9
Marriott hotel ...........................................................................................................................9
4.2Reviesin own performance in the delivery of customer and recommendation for
improvement.............................................................................................................................10
REFERENCES..............................................................................................................................11
APPENDIX: ..................................................................................................................................13

INTRODUCTION
This report is making on the Marriott hotel cutomer services. This industry provided the
customer hostilities services. this company main focused to customer satisfaction through
customer services. this report give the importance and same reassigns of uses customer services
in this report will founded this company polices related to the customers services and reasons for
the customer service and also define the communication method and achieve the customer
perception . This report is also defining the collection of sources of information related to the
customer expectation and nee.
TASK 1
1.1 Uses of customer service policies
M1& D1
Customer service policy is meant to help and give advice by the company to customers
interested in buying product and services. It is giving direction and instruction to customer who
buy the product by the use of phone, social media etc. Marriott hotel also use the customer
service policies for giving instructions related to hospitality services. They are providing this
service through face to face, telephone, social media etc customer policy supports the customer
and Marriott hotel in the following ways- Break down barrier – Technology can break all barriers that come in hotel industry. This
industry also uses the technology and solves the barriers like online booking, customer
loyalty programme etc. It is also providing information online so customer can be made
familiar with these services and all types of issues can be solved. This company also
supports problem solving through offline services. They give all types of instructions and
solve the issues of their customers (Yom-Tov and et.al., 2017). Use CRM policy – They uses software for writing down all type of instruction on it.
Along with this, they communicate with people and give satisfaction with their services
and use loyal language with customers and potential buyers to persuade them to use their
services. The making team for different direction and providing the best facilities to
customer. They also focus on the customer need and wants.

 Fulfil customer expectation – Marriott is focussed on customer expectation and try to
fulfil and satisfy the same with their policies and sale of services. So, they explain all
things related to hotel services and theses hotel industry also providing training and
development programme. The not focus on expertise in all sector they only focus on the
familiar with customer and providing all facilities those they want. Important feedback for industry- Their customer services also believe on taking the
feedback of customer. They take feedback by talking with the customers and take
experience in this hospitality services.
 Perception of customer and customer services - in this hotel qualities is very important
to the customer because this show the different between the other hotel. Marriott hotel if
give the perception of negative then spoil the image so it vis very important to providing
best services so maintain the customer perception positive.
2.1 Evaluating customer services policy and training and development programme on customer
services
M2 & D1
Evaluating the effectiveness of customer service policy is an important factor for
increasing the growth and value in market of any organization. It Is show the Marriott hotel
customer polices implemented on influences in the organization. An effective customer service
strategy focusses on customer and their needs. Every individual is having different type of need
and expectation so the customer services is responsible to satisfy their customers accordingly.
Marriott hotel also doing evaluation of customer services how to work in organization and what
type of training programme they need. Because the excellent customer services give the more
satisfaction of customer and selling extra services. They easily know the customer requirement
and what the want and try to fulfil there expectation. Customer services employee also follow
the carefully Marriott hotel rule and regulation they know about these new facilities so
evaluation is required from it.
Training and development programme increasing the focus and take care of organization.
Marriott industry want to meet the employee need and respect to decision, idea is been important
for industry. This method is also increased the customer services knowledge and skill. It is

doing help to attract tourist and increasing growth. It can be increasing the stats of company and
happy employee also give the extra effort and providing best services to customer. It makes the
customer happy and they make that condition to come back again. It is increasing the profit of
organization and bonus of customer services employee. This company is arranging also training
programme like property strategic planing implementation, training on customer programme,
understand customer needs programme. They give training related to maintain relationship with
customer and increasing customer satisfaction. They can change according to customer need and
expectation. That training programme increasing the communication, taking feedback and full
fill requirement and expectation of customer. These training programme is give image of
customer eyes because customer services promoting the quality of hotels.
TASK 2
2.1 Different communication method and focus on customer focus culture
M2&D2
Marriott hotel industry is using the lots of method to communicate with customer and
creating the customer culture programme. These methods are-
 Customer feedback – it is one way to communicate the customer and try to full fill gap
between the customer expectation and providing services. They take feedback to
customer after providing the service and try to its come on positive but some time
feedback will be come on negative then try to improve them. So the take feedback and
give the full fill all type of facilities to maintain the customer satisfaction. It can be
collecting through message, mail comment etc.
 oral communication- in this two person share their ideas views and opinion share
through voice .
 Written communication -written business communications are printed messages.
Examples of written communications include memos, proposals, e-mails, letters, training
manuals, and operating policies. They may be printed on paper, handwritten, or appear on
the screen. Normally, a verbal communication takes place in real time. Written
communication, by contrast, can be constructed over a longer period of time.

 Body language-which physical behaviour, as opposed to words, are used to express or
convey information. Such behaviour includes facial expressions, body posture,gestures,
eye movement, touch and the use of space. Body language exists in both animal sand
humans, but this article focuses on interpretations of human body language
 Technology – Marriott is using lots of technology like website marketing, telephone,
advertisement etc. this company is communicated the people and uploading all type of
information related to services and attract to customer. In this also explain how to
different from other and qualities of hotel. Marriott is also used the telephonic
technology to focus on customer and give the response of customer quarries (Jahanshani
and et.al., 2014 ).
 Customer relation management- it is doing help to popularity growing and developing the
best hotel industry. It is having main aim to gather, store information about the customer.
It is mange the review result of measuring an effectively communicate with customer.
 Use social media – this company is also communicate with people through social media
like face book create on page, make website, twitter etc. they see customer feedback and
try to improve them. They also providing hotel qualities and give discretion of services.
This industry want to increase customer and make familiar relationship with them. They
use tweeter to solve queries of customer and give positive responses. They use Facebook
to explain the guest about l hotel and local event. On these social media Marriott
customer services read the positive and negative reviews and its doing impact on the
business.
2.2 Sources of information on customer satisfaction
M3
Customer perception is the marketing concept in this including what type of value and
image having in the customer mind related to the organization. This is also important to the
Marriott hotel because customer believing on good qualities but they also want they good value
in the market. Customer is judge the brand of qualities and services but they also judge having
value and image in the market. They also maintain customer perception through the advertising.
They also increasing the personal experience of consume because it gives the most impact on

hotel services. In advertising define how to this hotel different from other. Customer perception
also depend on the staff behaviour if staff is treat good and well manners with customer then
they are happy and again come. Customer perceptions also depend on the market value and
brand image in the market. Marriott company it also achieving customer perception because they
give well qualitative of service, it is also providing familiar environment ad all luxuries.
Infrastructure and environment is also effected the consumer perception like Marriott hotel is
infrastructure is very good it gives the all type of environment so customer perception is also
good and coming positive impact. Different types of customer having different type perceptions
like price, brand qualities of services etc (CheF, Zhu and Zhou2015).
TASK 3
3.1 Customer perception influence customer services
It is the related to a customer expected from company and what actually company
provided. It means gap between customer expectations and actually they get. Marriott industry
having 2 type of method to collect information to customer satisfaction-
Direct- methods in this company take both feedbacks from the customer and try type
increase their satisfaction. These are some ways to collect feedback of customer -
 customers – In this company can collect the feedback from some agencies. They
agencies listing to customer problem quarries and give the stretcher of company and
providing proper outcomes.
 Staff In this company does the server and collect the primary and secondary data. It
comes through latter, message, comment reviews etc. then company require giving their
potentially and accurately replies. Management and firm - It is the best way to collecting feedback from customer. In this
customer do complain and imitate they face issues. Like problem in food, luxury
employee behaves etc.
Indirect method – Direct method is very costly and complying method so, Marriott
Company can also use the indirect method. It is give the valuable feedback and know about
actually customer looseness and tray to changes correctly. Industry can use these indirect method
increase customer satisfaction-

 Complaints- In this customer does direct complain regarding to the specific services.
These type of complain company can easily classify in different segment. In this
customer having 2 type specific area related and specific time related. So company can
solve it easily.
 Loyalty of customer – It is required for the hotel industry to interact with customer and
meet with them then communicate and try to solve problem and quarries. In this company
employees having the mannerist talk with customers.
3.2 Research on customer requirement and satisfaction level
D2
Marriott hotel is also using lots of research to full fill company customer actually need,
expectation and increasing the satisfaction level. So they arranging some programme like
customer feedback collection, doing survey and collect the reviews so they want to full fill there
need and they what type of expectation having From this company. So they make collect 100
people and taking their views questionably form and they founded some positive and little
negative answer related to their services. It this process gives the help of increasing profit
ability's a satisfaction in the customer. This company is basically focused on providing familiar
environment f customer through their services. they ask 1 question to people how frequently they
come in this hotel and give option like quartile in a year, every six months in a year and one time
come in a year so they collect feedback mostly 70% people come this 2 time in a year and 10 %
people come in four time in this hotel and 20 % people come in this hotel one time so they
having a data to what seasons they having extra customer. Next question they ask to people how
well are you satisfy with Marriott hotel service quality? Then they give also few option strongly
satisfy neutral dissatisfy, strongly dissatisfy. In this they also finding different type of
information like 40% people satisfy but 20 people strongly satisfy, 20 % customer is neutral with
company so they take this type of review. Then they ask next question in your opinion can you
afford this hotel services then customer give answer in 2 from 40% customer says yes but 60%
customer says no. so in this case company reduce their pricing strategy. Then company again ask
to people you chose this hotel then customer give the 30% says this company is providing good
customer services 30accordig to rating 10 qualities of staff 20 % infrastructure. then company
ask to next question How many days and night spend in this hotel hen mostly 60% people says

the 4 night and 4 days they stay and 40% people stay three day night. Then company ask to. Are
you satisfy pricing strategy of hotel 40% people satisfy but 60% people not satisfy then company
says Do you want to give any suggestion and ideas of related customer services and hotel? Then
company collect most of positive feed back (Setia, Venkatesh and Joglekar, 2013) .this
geostationary is use to know about customer reaction and views of the customer what type of
changes it need to and how many customer are satisfy these services.
TASK 4
4.1plan and deliver a customer service programme in Marriott hotel
This industry facing problem in communicating with people . The not give proper satisfaction
level reply so Marriott hotel need to some those employees who have knowledge about the
communication and skill of how to treat with customer , easily achieve satisfaction level. So
they develop plan such kind skill develop in employees so they providing those faculties to
them- Arranging training programme- In this event this hotel manger give the training of
customer for achieving satisfaction level and attract to customer. So they arranging
training for understand employees related values and responsibility. It can through
employees learn about skills, will provide a better customer service experience then an
organization that leaves the front-line employees untrained and unprepared for dealing
with customer issues. Through training they teach about customer need, finding because
they cant understand a consumer what type inquire and services want . If employees not
know about requirement then they never meet customer expectation with industries .
They learn about how to take feedback from consumer , focus on satisfaction level and
compeer between meet and expectation etc. this type of training programme employees
update their skill and bitterly understand consumer need (Menguc and et.al.,2017). Hire new employees- This type of programme Marriott hire some new employees those
have experience and knowledge about this field. Those give solution of consumer
problem , quarries and easily finding satisfaction, need many more. Improving quality frame work – In this step industry try to knowing thinking of
customer about the services . Hotel services is also compeer with consumer experience
principle and define them. Other hand finding need of training those employees need to

training and increasing performing . It can through they improve customer services
employees standers and satisfaction. a quality framework takes this assessment one step
further by scheduling and tracking your teams development through coaching, eLearning
and group training.
 Regular take employee feedback- This industry do survey in annual process and then
capture overall feedback of team like problem related to technology ,facing question etc.
so they need do serves on day to day base and know about employees weakness and
improve experience, solve their problem and also see staff feeling work with this
component. So Marriott hotel use different type of technology in this like project
management software, social medial and fill comment books etc. (Ishii and Markman
2016).
4.2Reviesin own performance in the delivery of customer and recommendation for improvement
M3 & D3
Marriott hotel is facing the delivery performance falls are most frequently manner so it
falls in these area – Services are not providing on time- this company is facing the problem in-service
providing sectors. They don’t full fill customer requirement on the time so customer not
satisfy and thy changes in over mind setup. This company is going late providing the
services of customer. Some time not fulfil customer expectation- this company is some time not give the
proper services of the customer they want something new luxury but they provided old
type of luxury. So these types of problem reduce the customer satisfaction (Chen,Liu and
Chang 2013).
 Not providing familiar environment – sometime this company is not doing familiar
behave so is generate the negative perception in the customer mind. And customer is not
satisfied it’s fully impact on the company portability. So in this condition company is
providing the employee loyalty.
 Product quality – this company is also facing the qualities related problem. They try to
provide best facilities. it customer not satisfy that services they want to extra services in
this condition customer mind set will be changed and they facing problems

 Not meet customer expectation – Marriott hotel try to full fill customer expectation but
some time in this they taking positive feedback and also taking negative feedback. So
they take feedback and try to increase it. .
This type of problem Marriott company facing so they want to improve in this condition so they
use this –
 Make new polices and strategy- in this company makes new policy to meet customer
expectation and give extra things like arranging some event, give information what new
event come so. They providing extra activates for enjoyment of customer like night
games, arranging extra dancer music etc. These types they attract to customers.
 Providing extra training programme to employees- Marriott hotel employee need to
training program for developing confidence and providing good facilities to the customer.
This company main focused on customer satisfaction and providing familiar environment
so employee need to increasing professional skills.
 The develop extra facilities to other competitors- in this company want to give customer
extra facilities like pay for one food order and take something extra., luxuries and more
luxuries faculties to providing customer because this industry providing 5 start hotels so
customer never want to compromise so they need some extra thing (Menguc, Katsikeas and
Auh 2016).
 They give strike instruction to employees full fill firstly customer need-this company
employees also need strike action of employee and company will selection o those
employs who having some experience in this field because customer is not satisfy with
their services related to cleaning and room services (David Mc 2013 ) .
COUNCLUSION
In this report defying the customer services related to the Marriott hotel in this report
doing the survey and collecting the information about the services of hotel industries. this report
give the importance and same reassigns of uses customer services in this report will founded this
company polices related to the customers services and reasons for the customer service and also
define the communication method and achieve the customer perception . This report is also
define the collection of sources of information related to the customer expectation and need.