BX3193 Hospitality Operations Management: JW Marriott Case Study

This report presents a case study analysis of the JW Marriott hotel, examining its operational challenges and proposing recommendations for improvement. The report identifies issues in human resource development, specifically the high employee turnover rate attributed to varied schedules and low pay, and inadequate training practices which negatively impacts service quality. Furthermore, the study addresses service quality concerns, highlighting customer dissatisfaction stemming from poorly trained staff and inefficient processes. To address these issues, the report suggests improvements in management, employee training, and fostering teamwork to enhance the overall customer experience and improve the hotel's profitability. The study utilizes the provided references to support its findings and recommendations, focusing on areas for improvement in the hospitality operations.

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JW MARRIOTT CASE STUDY
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About JW Marriott
The JW Marriott Singapore is well designed landmark which is located in the heart of
Singapore's culture and art. It is located near Singapore South Beach which fuses modern
architecture along with heritage. This hotel Occupies three heritage buildings and it has also
built two new blocks, the 7-star luxury hotel in Singapore is located near Suntec City. The main
features of this hotel are that they have 634 guest accommodations which also include 47 suites,
a grand ballroom which have designer-led interiors, 17 meeting rooms/venues, 2 outdoor pools, 2
sky gardens, and Singapore’s key tourist attractions spot (Gunaratna, 2017). Some of the
services and facilities of this hotel includes a six room treatment spa which is located in the East
Tower. This hotel also includes with an infinity pool apart from this the hotel also offers the
customers with recreational facilities plus panoramic views which includes tables for table tennis
and billiards.
JW Marriott HR practices
HR practices at JW Marriott are very competitive as they have not so good pay package
for the employees (Bradić, Kosar, & Kalenjuk, 2013). But According to a study it can be seen
despite of having good policies for the employees, there is a very high turnover rate of
employees in JW Marriott some of the reasons for this is varied schedules and low pay in
comparison to the work that employees do. Another one of the main issue in training due to low
rate of Retention, the management at JW Marriot tends to put the new employees on the floor
without teaching them the job properly and due to this the service and quality is also effected.
The customers feel dissatisfied from the services provided by the hotel. This affects the
profitability of the hotel. In order to have good HR practices it is important for JW Marriott to

JW MARRIOTT CASE STUDY 2
hire employees with good skills or train them in a good manner the senior management needs to
communicate about the customer service values of their hotel, and guarantee that their
employees have a good understanding of it at all levels. The hotel should also focus on the
empowerment of employees to reduce employee turnover
Service quality at JW Marriott
JW Marriott has a lot of issues with its quality and customer satisfaction. Quality of
service is something that attracts the customers to a brand or a company. And JW Marriott needs
to improve it in the best possible manner (Dhir, 2019). According to various feedbacks of the
customers, the staff at JW Marriot is not trained properly; they ignore the requests made by the
customers, various customers also reported that they were not treated properly and the hotel has a
lot of issues during the time of check-in. there is no smooth process of checking-in the hotel. The
staff at JW Marriot hotel is aloof and disinterested in helping the customers. The main reason
behind it is the poor management and lack of team work. The best way to improve the service
and quality at JW Marriott is to change the management as, the whole issue is because of the
poor management at the hotel, the employees are not trained well, and there is no team work and
so on. The hospitality industry is known for the services provided by them and if it fails to do so
like JW Marriott it can face losses due to dissatisfaction from the customers. The managers
should focus on the reasons for dissatisfaction of the customer and should improve it
immediately (Wernick, & Von Glinow, 2012).

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REFRENCES
Wernick, D. A., & Von Glinow, M. A. (2012). Reflections on the evolving terrorist threat to
luxury hotels: A case study on Marriott International. Thunderbird International Business
Review, 54(5), 729-746.
Dhir, S. (2019). Marriott Hotels. In Cases in Strategic Management (pp. 147-162). Springer,
Singapore.
Gunaratna, R. (2017). The Changing Threat Landscape: Countering Terrorism in Singapore.
In The Palgrave Handbook of Global Counterterrorism Policy (pp. 749-769). Palgrave
Macmillan, London.
Bradić, M., Kosar, L., & Kalenjuk, B. (2013). Business guests satisfaction in the hotel industry:
A case study of North American hotel chains. Turizam, 17(2), 60-70.