Report on Managing Cultural Issues within Marriott Hotels

This report analyzes the cultural issues within Marriott Hotels, a global hospitality leader. It identifies the target audience as customers, employees, and stakeholders, and provides an overview of the company's history and global presence. The report details Marriott's organizational values, including putting people first, pursuing excellence, embracing change, acting with integrity, and serving the world, explaining how these values are communicated and implemented. It examines how Marriott delivers its message through training, customer service, and CSR activities. The report also highlights the benefits to the target audience, such as high-quality services and development opportunities for employees. The report concludes with a list of references.

Managing cultural issue in
hospitality
Task 2

The target audience
 Could be anyone who in some or the other way
is associated with Marriott Hotels
 It can be the likes of customers or existing or
potential employees
 Various other stakeholders

About Marriott
 It is an American hotel, operating at international scale.
 Founded by J. Willard Marriott in 1927.
 It is world's one of the renowned brand names in the
hospitality industry.
 Since establishment has grown at a rapid pace.
 Today, it has more than 4087 properties in over 80
countries.
 Total of 697,000 existing rooms; additional 195,000 in
coming years.

Brands of Marriott
 Signature brands
 Marriott Hotels & Resorts
 Delta Hotels
 Luxury
 BULGARI Hotels & Resorts
 JW Marriott Hotels & Resorts
 Renaissance Hotels
 Ritz-Carlton

Contd...
 Lifestyle
 AC Hotels
 MOXY Hotels
 Autograph Collection Hotels
 Destination Entertainment
 Gaylord Hotels
 Marriott Vacation Club (MVC)

Contd...
 Extended stay lodging
 Residence Inn by Marriott
 Town Place Suites by Marriott
 Marriott Executive Apartments
 Time share
 Marriott Grand Residence Club
 The Residences at the Ritz-Carlton
 The Ritz-Carlton Destination Club

Organizational Values of Marriott
 We put people first
 We pursue excellence
 We embrace change
 We act with integrity
 We serve our world

We put people first
 Focuses on 'taking care of associates', i.e. the
employees
 Conducts regular training and development sessions
 Motivates through different reward programs
 Emphases skill development and enhancement
 Gives recognition to employees for their efforts in
the company
 Ample opportunities for staff members to grow and
develop

We pursue excellence
 Attention to training and development of skills
of employees
 Superior customer services
 'Good food and good services at fair prices'
 'Attention to detail'
 Dedication towards fulfilling and satisfying
demands of customers
 Uses latest technological tools and methods

We embrace change
 Innovation forms a major part of operations of
the hotel
 Use of different change management tools and
techniques
 Emphasis on modifying business operations as
per trends in the market
 Attempts to accomplish every need and demand
of the customers

We act with integrity
 Emphasis on honestly performing business functions
 Philosophy of the organization is 'how we do business
is as important as the business we do'
 Follows different ethical and legal standards
 Regularly conducts meetings with government to
discuss legislations and policies; along with
improvements that could be brought
 Existence of different policies like employee policy;
supply chain policy; environmental policies;
commitment to human rights and social responsibility

We serve our world
 A lot of emphasis on Corporate Social Responsibility (CSR) related activities
 “Spirit to serve”
 Focuses on five global issues:
 Poverty alleviation
 Safeguarding the environment
 Community workforce development
 Well being of children
 Global diversity and inclusion
 Conducts regular and thorough analysis of different resources that it
consumes as well as ways to safeguard and eventually replenish it.
 In this context ,hotel follows different responsible business principles