Customer Service Standards at Marriott International Hong Kong

This report, prepared by a marketing consultant for Marriott International Hong Kong, analyzes the hotel chain's customer service practices. It begins by discussing a recommendation made to management to improve customer satisfaction, detailing the use of social media platforms to assess customer needs. The report then outlines Marriott's customer service standards, emphasizing its "Think Global, Act Local" approach and the monitoring methods employed, such as reviewing online feedback. Finally, it examines how Marriott promotes and encourages good customer service by empowering employees and prioritizing individual customer needs. The consultant's research highlights Marriott's commitment to exceeding customer expectations through strategic operations and employee empowerment. References to academic sources support the analysis of customer service strategies in the hospitality sector.

Running head: MANAGE QUALITY CUSTOMER SERVICE
Manage Quality Customer Service
Name of the student:
Name of the university:
Author note:

1MANAGE QUALITY CUSTOMER SERVICE
Table of Contents
a. Discuss a recommendation you made to management to improve on meeting customers’
needs. What methods did you use to assess customer needs?.........................................................2
b. Outline your organization's Customer Service standard. How do you monitor how effectively
the Standard is applied in the workplace?.......................................................................................2
c. How does your organization promote and encourage good customer service?...........................3
References:......................................................................................................................................4

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a. Discuss a recommendation you made to management to improve on meeting customers’
needs. What methods did you use to assess customer needs?
The learner is working as a marketing consultant for Marriott International Hotel in Hong
Kong. My role includes doing the market research in regards to the current trend in the market
and the service standard of the Marriott International Hong Kong. Marriott International is
internationally known as a hotel chain that provides an utmost customer service standard.
However, I did find some negative reviews from few of the customers on the menu offered to
them. I had then recommended the management team to conduct a thorough research on the fact
to identify whether it is genuine.
There are several methods to assess the customer needs; however, the learner has used
the different social media platforms to identify the customer responses. The learner is a
marketing consultant for Marriott International Hong Kong had thought this as the most
productive and accessible way to closely monitor the customer responses (Brandon-Jones et al.
2016).
b. Outline your organization's Customer Service standard. How do you monitor how
effectively the Standard is applied in the workplace?
Marriott International is one of the very few hotel chains in the entire world which is
widely known for its customer service standard. Customer service standard can be understood
from its strategies which are entirely focused on raising the level of customer service. The
company believes in “Think Global, Act Local” which means that it wishes to operate at the
global level and that too with an utmost customer service standard. To fulfill the purpose, the
company desirably plans the operation strategically. Selecting the strategic locations, using also

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the sustainable resources and deploying the educated & skilled employees are the few strategies
that the learner's company adapt to enhance its customer service standard (marriott.com 2018).
Monitoring can be done in ample of ways such as by monitoring the phone calls, asking
customers for feedback and monitoring the customer's comments on the different social media
platforms like Facebook, Twitter, YouTube, and others. However, the learner has chosen to
monitor the customer's feedback on the various online resources as mentioned earlier (Manhas
and Tukamushaba 2015).
c. How does your organization promote and encourage good customer service?
Different organizations have distinguished ways of approaching the customer service
standard (Dhar 2015). Unlike the other companies, Marriott International has a very
unconventional take on the customer service standard. They believe that every single customer is
important to them which are why they put emphasis on satisfying every single customer. They
also believe in anticipate the customer needs with the help of different resources and then deliver
them accordingly to enhance the customer service level. Employees in the company are
instructed to entertain the communication at a time when it is not suitable as per the business
rules. They empower their employees to make decisions, so that, they feel the ownership and do
the needful in regards to customer service prior to instructions from the management team on the
same (marriott.com 2018).

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References:
Brandon-Jones, A., Lewis, M., Verma, R. and Walsman, M.C., 2016. Examining the
characteristics and managerial challenges of professional services: An empirical study of
management consultancy in the travel, tourism, and hospitality sector. Journal of Operations
Management, 42, pp.9-24.
Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management, 46, pp.419-430.
Manhas, P.S. and Tukamushaba, E.K., 2015. Understanding service experience and its impact on
brand image in hospitality sector. International Journal of Hospitality Management, 45, pp.77-
87.
marriott.com 2018. Core Values and Heritage | Marriott International Corporate Values.
[online] marriott.com. Available at: http://www.marriott.com/culture-and-values/core-values.mi
[Accessed 30 Jan. 2018].