Marriott International: Interrelations, Communication, and Monitoring

This presentation offers an in-depth analysis of Marriott International, examining the interrelations between different functional roles within the hospitality sector, such as front desk, housekeeping, security, food and beverage, purchasing, and human resources. It highlights how these departments coordinate to ensure smooth operations. The presentation also explores various communication methods employed by Marriott International, including verbal, written, and visual communication through posters, WhatsApp chats, meetings, and emails, and how these strategies facilitate monitoring and coordination across different teams. The presentation concludes with a summary of the importance of effective communication and partnerships in achieving the overall goals and objectives within a hospitality organization.

The Hospitality
Business Toolkit

Table of contents
• Introduction
• Interrelation between different functional roles within the hospitality
sector
• Different methods of communication, monitoring and coordination
• Conclusion
• References

Introduction
The hospitality industry is one of the fastest growing industries and
comprise of various sectors like accommodation, lodging, travel etc.
This presentation is based on Marriott International, one of the largest
hospitality businesses in the world, found by J. Williard Marriott and
Alice Marriott.

Interrelation between different functional
roles within the hospitality sector
There are different functional roles within the hospitality sector like
housekeeping, security, marketing, delegation and communication, food
and beverage, front desk etc. All these functional roles work in
coordination with each other to ensure that all business operations are
carried out smoothly without any problems.
 Front Desk with Housekeeping
 Front Desk with Security
 Service Department with Food and Beverage Department

Cont..
• Front Desk with Housekeeping – When guests check out, the
front office of the hotel notifies the housekeeping department.
The housekeeping department ensures that those rooms are
serviced so that clean rooms are available for the new guests. To
ensure that guests receive clean and serviced rooms, both front
office as well as housekeeping departments inform each other
about the status of the rooms.

Cont..
 Front Desk with Security – The staff at front office interacts with
all other departments of the hotel including maintenance, food and
beverage etc. the front office informs the security department of
any unusual circumstances like power failure, fire alarm etc. The
security department ensures that all the safety measures as well as
emergency communication systems are functional at all times.
Also, when guests report any case of loss of property, the front
desk informs the security department to handle the case.

Cont..
• Service Department with Food and Beverage Department –
The service department in Marriott International informs the
food and beverage department about any special requirements of
the guests. The respective department then arranges different
items like chocolates, welcome drinks etc. that have to be put in
the guest rooms.

Cont..
• Purchasing Department with Housekeeping Department –
The purchase department ensures that all the items that are
needed by the housekeeping department such as guest supplies,
linen, detergents etc. are always in stock and there is no shortage.
• Human Resource with Housekeeping Department – The
housekeeping department in the respective hotel coordinates with
the Human Resource department to recruit housekeeping staff,
identity cards for the employees, transfers, training and
development procedures as well as promotions.

Different methods of communication,
monitoring and coordination
All departments in Marriott International follow different types of
communication methods such as verbal, written and visual
communication and report to different hierarchy. The different methods
of communication, monitoring as well as coordination in a particular
department in Marriott International are explained below -
• Posters
• Whatsapp chats
• Meetings
• E-mails

Cont..
• Posters – Posters are one of the methods that are used within
Marriott International for communication. The hotel has posters
present in its elevators as well as the reception area. Colourful
posters of different shapes and sizes are used to attract attention
and convey a particular message to the guests.
• Whatsapp chats – Smartphones today are used by almost
everyone which is the reason why Whatsapp chats are a great
way to communicate within teams like the housekeeping
department as the members of a particular department can easily
communicate about leaves, organising meetings etc.

Cont..
Meetings – All teams within different departments in Marriott
International have meetings every week in the morning which are
referred to as “Morning Briefings” wherein the team leader or the
manager of the housekeeping department allocates and assigns
tasks to ensure that all the operations within the organisation are
carried out smoothly and without any problems. This way the
managers are able to keep a check on the performance of their team
members as well as coordinating the same.

Cont..
• E-mails – An email is automatically sent to the reservation system
of the hotel whenever a guest enters his/her details in order to make
a booking. The email assures that a guest has made booking at the
hotel. The staff at the Front Desk of Marriott International has the
responsibility of keeping a check on the same and finalising the
booking from their end.