Marketing Research, Implementation, and Hospitality Analysis

This report delves into the relevance of market research within the hospitality industry, emphasizing its crucial role in developing marketing strategies and understanding customer needs. It examines the use of primary market research, specifically a survey conducted on Marriott Hotel's accommodation services, to gather customer feedback on various aspects such as check-in/out processes, room facilities, and dining experiences. The report analyzes the survey results, highlighting customer satisfaction levels and identifying areas for improvement. Furthermore, it explores the suitability of social media marketing for hospitality products and services and evaluates the implementation of a marketing plan within the context of the Marriott Hotel, providing insights into the practical application of market research findings and their impact on business strategies. The report uses the responses of 7 participants who are customers of Marriott hotel are surveyed and results and analysis is made as follows: The report also defines objectives, determining the design of research, designing and preparation of the instruments required for researching, data collecting via sampling methods, assessing the acquired data, visualising and broadcasting results.

Marketing

TABLE OF CONTENTS
TASK 4............................................................................................................................................3
4.1: Discussing the relevance of market research for the Hospitality industry...........................3
4.2: Select a Hospitality specific product or service. Undertaking primary market research for
selected hospitality product or service.........................................................................................4
For conducting survey, questionnaire method for analysing the accommodation services of
the Marriott hotel has been collected through primary data collection. On the basis of above
questionnaire, 7 participants who are customers of Marriott hotel are surveyed and results and
analysis is made as follows:.........................................................................................................7
4.3: Analysing the suitability of social media marketing for a Hospitality product or service. . 9
4.4: Evaluating the implementation of the provided marketing plan and scenario...................12
...................................................................................................................................................12
REFERENCES..............................................................................................................................13

TASK 4
4.1: Discussing the relevance of market research for the Hospitality industry
Marketing strategy serves as the base for developing brand and influencing customers for
gaining loyalty. In other sectors such as retail, selling of consumables products might be easy.
But in case of hospitality, the major emphasis is laid on selling of services and facilities to please
and influence people. Associated companies in the hospitality sector make use of various models
and strategies to acquire the brand success (Haley, 2006). The entire strategy focuses on building
relationship with the past and existing customers. Market research is significant as it helps to
know about the current and future prospectus of hospitality trends. These are required to examine
as it helps in kneeing about the profitability of the business whilst introducing any goods and
services. For the current facilities, goods and services, the market research is significant as it
enables to explore the ways through which customer’s demands and requirements can be
interpreted. Thence, it assists in ensuring the formulation of marketing plan.
Positive relevance of implementing marketing plan:
The market research helps in knowing about the competitive advantage of the rivalry
firms thereby leads hospitality sector to enhance its customer service delivery. The stated
marketing plan by the hospitality organisation entails a description of retaining guests through
various means. Organisations in the hospitality industry require abundant of knowledge that
ensures changing needs, demands and desires of the customers (McDonal and Wilson, 2011).
Hence, marketing research sustain in gaining reliable and required information to succeed for
improvements in designing services. Various hotels such as Hilton, Marriott hotel work on
market research with the aim to provide quality services and demands of the customers. This
helps them to develop a quality tool to influence perception of people regarding different goods
and services.
3

Negative relevance of implementing marketing plan:
In hospitality sector, planning made due to insufficient or improper gathering of data
through market research may hamper the business. The collected information is a remark that
assesses weaknesses that are faced by the hospitality firm.
4.2: Select a Hospitality specific product or service. Undertaking primary market research for
selected hospitality product or service
Market research is conducted in order to know about different response through
published and unpublished sources. Primary and secondary are two sources of collecting
information. In this section, primary research is undertaken to assess the responses of customers
towards the accommodation services at the Marriott hotel of the UK (Henley, Raffin, and
Caemmerer, 2011). Survey, interview, observations, etc are some methods of collecting data
through primary source.
For the present work, survey method has been chosen where questionnaire will be
prepared related with accommodation facilities provided by the cited hotel. Customers who are
frequent and regular visitors are taken as sample population and sample size is 7. Collected data
will be interpreted by Human Resource department of the Marriott hotel to arrive at desired or
meaningful conclusion. Accommodation survey will be beneficial in knowing the feedbacks
about the guests. This has been designed accordingly by considering the customers as their
valuable resource and is sent to them on their e-mail ids. The accommodation survey for Marriott
hotel plan been designed as follows:
4

ACCOMODATION SURVEY PLAN
(For customers or visitors of the hotel Marriott, UK)
DEMOGRAPHIC CHARACTERISTICS
Name:
Age:
Email id:
Statement Strongly
Agree Agree Neutral Disagree
Good
experience and
further
recommending
people to visit
Check in
Reservation
record was
accurate.
Timely and
efficient check
in processes
Well
established
check-in of
staff members
Guest Room
Tidy and cosy
rooms
Well furnished
and developed
rooms
Convenient
and
comfortable
bedding
5

Guest Staff
Quick,
accurate and
reliable
services of
guests
Knowledgeabl
e and skilled
staff members
Presence of
security
Efficient
housekeeping
staff
Appropriate
measures to
solve issues
Food and
Dining
Courteous and
pleasing staff
Efficient good
food quality
Suitable room
services
Correct orders
of food and
drinks ordered
Amenities
Properly
available and
well equipped
amenities
Check out
Timely check
out provisions.
Suitable and
exact billing
of services
Recommenda
tions (If any):
1.
6

2.__________
____________
____________
____________
____________
____________
______
Figure 1: Accommodation service primary survey plan
For conducting survey, questionnaire method for analysing the accommodation services of
the Marriott hotel has been collected through primary data collection. On the basis of
above questionnaire, 7 participants who are customers of Marriott hotel are surveyed and
results and analysis is made as follows:
Theme 1: Customers have good experience at Marriott hotel in terms of accommodation and
thereby further recommend other people to visit.
Results:
RESPONSES NUMBER OF RESPONDENTS
Strongly agree 3
Agree 1
Neutral 2
Disagree 1
Findings and Analysis: When 7 respondents were asked about their response regarding the
assertion, 3 were strongly agrees, 1 agrees, 2 were neutral and 1 disagree. It has been analysed
that customers who have been to Marriott share good experience and the satisfaction level was so
well that they found recommending to their acquaintances as well for availing the facilities of
Marriott.
Theme 2: Check in and checkouts are highly organised accommodation activities of the
Marriott hotel.
RESPONSES NUMBER OF RESPONDENTS
Strongly agree 5
Agree 1
Neutral 1
Disagree 0
7

Findings and Analysis: With regards to this theme, 5 out of 7 were in strong favour of the check
in and checkout services of Marriott hotel whereas 1 agrees and 1 disagrees to the same.
However, no one found to be disagreeing to the same. These provisions are inclusive of
reservation record accuracy, timely and efficient check in processes, well established check-in of
staff members, timely check out provisions and suitable and exact billing of services.
Theme 3: Guest room facilities are integral aspect taken into consideration for influencing
customers at Marriott hotel.
RESPONSES NUMBER OF RESPONDENTS
Strongly agree 6
Agree 1
Neutral 0
Disagree 0
Findings and Analysis: In consideration to above theme, it has been found that 6 out of 7
strongly favour the assertion whereas nobody was against the fact. However, 1 agrees. It has
been interpreted that guest services of Marriott are inclusive of tidy and cosy rooms, well
furnished and developed rooms and convenient and comfortable bedding. Staff members of
accommodation department are well trained and are developed to take care of these services and
are successful in grabbing the attention of customers.
Theme 4: Management of Marriott hotel provides appropriate food, dinning and other
amenities to its customers.
RESPONSES NUMBER OF RESPONDENTS
Strongly agree 3
Agree 1
Neutral 1
Disagree 2
Findings and Analysis: On analysing the data pertaining to present theme, it has been found that
3 participants showed strongly agree behaviour, 1 agrees, 1 neutral and 2 disagrees to the
assertion. Food and dining facilities at Marriott are inclusive of Courteous and pleasing staff,
8

efficient good food quality, suitable room services and correct orders of food and drinks ordered.
Amenities provides at the cited place is regarding properly availability and well equipped
provision for customers. Customers are evaluated to find satisfied and contented.
The above marketing research have been done by using a primary method where it vitally
based upon the below defined measures of market research-
 Defining objectives by together ascertaining the problems- It is the foremost measure for
conducting research into which the quoted firm will hereby refer to ascertain their
organisational goals and objectives. It is however with an interlinked approach of
together referring to any ongoing consequent of any associated problem pertaining onto
the organisation.
 Determining the design of research- It is once after discovering the relative content of
researching into the market with some considerable methods of focus groups and surveys,
etc. Sampling and data analysis are also some affiliated methods of researching the
market where into the recent case, Marriott have opted for a questionnaire format with
their 7 vital service users.
 Designing and preparation of the instruments required for researching- This is related to
an apt formation of questionnaire by the cited entity where they have inculcated some
leading questions that has mainly addressed their existent services and amenities for the
users. However, they have hereby targeted total 7 number of customers to answer their
vital considerations.
 Data collecting via sampling methods- It is referred to the assemblage of data by Marriott
where they have referred to collect the data through questionnaire format with a prior
implication of recording it.
 Assessing the acquired data- This is basically referred to the analysing of collected and
transcribed data where a proper and intact method is being enforced with a major purpose
of structuring it into an impelling manner.
 Visualising and broadcasting results- It is a fundamental measure of presenting the data
that has been acquired by the referred clients of Marriott. This is mainly in order to
9

assimilate the raw statistics into a presentable form in order to broadcast it to the
solicitous organisational bodies.
4.3: Analysing the suitability of social media marketing for a Hospitality product or service.
Introduction of social media
Business organisations in hospitality sector intend to get the good reviews from their
dedicated and reliable customers. Social media is defined as a way through which internet source
is used to communicate with mass at once. In the latest development and growth of information
technology, various social media sites are developed which acted as a medium through which
business marketers are promoting their goods and services in the target market. This is gained
through the use of social media marketing tool so that widespread positive and negative
experiences can also be acquired from them. In today’s competitive and globalised era, social
media tools which are namely; Facebook, Instagram and Twitter are identified as main tools of
social media marketing where everybody can raise their voice in both positive and adverse way.
These are digital tools that are implemented in the business activities in order to know about their
as well as competitors’ position in the entire hospitality industry.
For present scenario, Marriott Hotel can make use of Facebook and Twitter as two
effective sources. Visitors and customers share their travelling experiences through Facebook
(Marriott Hotel, 2016). Facebook works as very informal sharing media tool. They share travel
comments and reviews on these public platforms. This social activity is an example to
demonstrate the interaction that one, two or an entire group do regarding any aspect. This serves
to be a specific medium through which hospitality organisations can know about their goodwill
and image in the market place. If any person do not knows about Facebook page of Marriott,
they send them message where direct link is send and by clicking on same, people can easily get
access on it.
10

Figure 2: Facebook page of Marriott Hotel
Secondly, celebrities, eminent person and Marriott itself can also tweet their travelling
and accommodation experience thereby is easily and quickly delivered to mass at once. By doing
this, both people and Marriott management become able to assess more about the luxurious, cosy
and suitable service provisions regarding accommodation of the cited hotel (Grant, 2010). Along
with this, it will be beneficial for the individuals as well who have never able to access the
services of the Marriott Hotel. Thereby the platform of social media tool acts as a platform in
gaining customers base.
11

Figure 3: Twitter page of Marriott Hotel
Social media marketing is referred to the current implications of digital marketing where
it largely serves in entrusting the brand image of the organisations. It is with a prior approach of
the users where such marketing procedures are intact to formulate a trustworthy and valuable
prospective towards the cited firm. Marriott is also working with an active association of such
marketing tactics where it together comprises with an official website of its own. This renders an
eased formulation of booking the services by the users where they can review the ongoing
proceedings of the quoted entity. The service users can also engross their feedback and enquire
about any of their prevalent concern regarding the existent policies and procedures of Marriott.
It also has a social presence into some eminent networking sites of Facebook and Twitter as
shown into the above graphical images. This assists the establishment to continually interact with
their service users where they together greets their valuable suggestions and ideas, etc. Such
cogitation further aids the enterprise to work with an updated sense where they are fully
acknowledged about the altering needs and demands of their service users. It is thus considered
to be the most impelling method of addressing the preferential needs of the clients and
customers. This reflects to be as a vital reason of attracting them towards attaining a fulfilled
service that is being rendered by Marriott to their users. It is also proven to be a succeeding
approach by Marriott where they incur higher level of profits and incomes by their satisfied
service users.
12