Continuous Improvement Strategies: A Marriott International Report

This report examines a student's contribution to continuous improvement within the housekeeping department of Marriott International in Hong Kong. The student, in their role as a housekeeping head, details their strategies for monitoring hotel operations, emphasizing the importance of service standards and customer feedback. The report outlines how system reviews, including database checks and social media monitoring, are employed to enhance customer service. Furthermore, it explores the methods used to ensure staff involvement in continuous improvement, such as motivation, training, and recognition. The student emphasizes the value of employee commitment and shares personal experiences to foster a positive work environment, ultimately aiming to maintain high service standards and customer satisfaction.

Running head: FACILITATE CONTINUOUS IMPROVEMENT
Facilitate Continuous Improvement
[Marriott International]
Name of the student:
Name of the university:
Author note:

1FACILITATE CONTINUOUS IMPROVEMENT
Table of Contents
a. How have you contributed to continuous improvement in your workplace?..............................2
b. How have you ensured system reviews are used to improve customer service?.........................2
c. How have you ensured all staff is involved in continuous improvement in their day-to-day
activities?.........................................................................................................................................3
References:......................................................................................................................................4

2FACILITATE CONTINUOUS IMPROVEMENT
a. How have you contributed to continuous improvement in your workplace?
The learner is a housekeeping head in the Hong Kong branch of Marriott International.
The learner has some very god prior experience of working in the same position but with the
different employers. It has been few months since the learner has started working for the
company. Being a housekeeping head, the learner has the responsibilities to monitor the day-to-
day operation of the hotel premise. Nonetheless, service standard is of utmost importance in the
hotel sector (Dedeoğlu and Demirer 2015).
This is why the responsibilities are also very high. The learner has indeed maintained a
very good work reputation so far. The learner is very punctual with his work. The learner
continuously monitors the works in the hotel premise. The primary mode of monitoring is the
checking of database that the housekeepers maintain on a day-to-day basis regarding the cleaning
works in the different departments of hotels. The learner does also look for the visitor’s feedback
as those feedbacks will help to realize the needs for change in terms of housekeeping works.
Additionally, the learner also makes a weekly physical visit to the different parts of hotel to find
whether everything is right.
b. How have you ensured system reviews are used to improve customer service?
The learner has good experience of working as a housekeeping head which is why the
learner does take care of the system reviews in order to ensure an enhanced customer service.
System reviews are done with the help of various ways. One of the ways is the checking of
database that has been mentioned on a daily basis by the housekeepers (Tang, Wang and Tang
2015). They are needed to enter the works they do on a daily basis. In addition to this, the learner
does also monitor the customer reviews on the different social media platforms. The data thus

3FACILITATE CONTINUOUS IMPROVEMENT
obtained helps the learner to compare it with the one maintained by the housekeepers. This helps
the learner to understand the areas of improvement. These are the few basic ways that the learner
uses it to maintain a high standard of customer service.
c. How have you ensured all staff is involved in continuous improvement in their day-to-
day activities?
The learner believes that employees are a valuable asset to an organization. If they are
committed to their responsibilities things will happen (Huang et al. 2015). Realizing the fact, the
learner has always tried to keep the housekeepers motivated to help them feel good about their
job. The learner encourages its housekeepers on a regular basis. The housekeepers are also being
given some practical training in times when they struggle to justify their responsibilities. The
learner sometimes shares its own experience being the housekeeper in its early career. Through
this, the learner is able to connect with the housekeepers which are quite necessary to encourage
them for a motivated work. The learner also appreciates their commitment at the time when there
are work pressures and housekeepers are required to work for over time.

4FACILITATE CONTINUOUS IMPROVEMENT
References:
Dedeoğlu, B.B. and Demirer, H., 2015. Differences in service quality perceptions of stakeholders
in the hotel industry. International Journal of Contemporary Hospitality Management, 27(1),
pp.130-146.
Huang, M., Li, P., Meschke, F. and Guthrie, J.P., 2015. Family firms, employee satisfaction, and
corporate performance. Journal of Corporate Finance, 34, pp.108-127.
Tang, T.W., Wang, M.C.H. and Tang, Y.Y., 2015. Developing service innovation capability in
the hotel industry. Service Business, 9(1), pp.97-113.