Analyzing Customer Requirements and Satisfaction at Marriott Hotel

This report provides an analysis of customer service at Marriott Hotel, focusing on understanding customer requirements and satisfaction levels. It explores various sources of information, including primary data collection methods like questionnaires, interviews, and surveys, as well as secondary data sources such as books, journals, and online resources. The report identifies key customer requirements such as cleanliness, quality facilities, special amenities, and quality food services. It also examines the importance of quality services, attractive facilities, a clean and friendly environment, and effective complaint management in a business and service environment. Furthermore, the report assesses performance in the delivery of customer service and offers recommendations for improvement, drawing from references in hospitality management, customer service supply chain management, and related fields. Desklib offers similar past papers and solved assignments for students.

Customer Service

3.1 Sources of information on customer requirements and
satisfaction levels within Marriot
In dynamic era, it is necessary for hospitality
organizations to emphasize on meeting demand of
customers in a significant manner.
Management of Marriot knows that customer
satisfaction is directly related to its managerial ability
and brand loyalty.

Source of Information
New appointed manager can access
information about customers satisfaction
and requirements by using different
sources such as primary and secondary
data collection methods.
Primary data: Questionnaire, Interview,
Survey
Secondary data: Books, Journals, online

3.2 Research on customer requirments and satisfaction levels
for Marriot hotel
 Cleanliness
 Quality Facalities
 Special Facalities
 Quality food services
 Quality Products

4.1 Customer service in a business and service environment.
 Quality Services
 Various facalities attract more customers
 Clean, fresh and friendly enviornment
 Complaints taken by hotel seriously
 Various techniques

4.2 Performance in delivery of customer service and
recommendations
 Performance
 Recommendations

References
 Boella, M. and Gross-Turner, S., 2013. Human Resource Management in the Hospitality Industry: A Guide to
Best Practice. 9th Ed. Routledge
 Oliverira, A. and Gimeno, A., 2014. Customer Service Supply Chain Management: Models for Achieving Customer
Satisfaction, Supply Chain Performance, and Shareholder Value. FT Press.
 Ro, H. and Wong, J., 2012. Customer opportunistic complaints management: A critical incident approach.
International Journal of Hospitality Management. 31(2). pp.419-427.
 Chen, K. H., Chang, F. H. and Wu, C., 2013. Investigating the wellness tourism factors in hot spring hotel customer
service. International Journal of Contemporary Hospitality Management. 25(7). pp.1092-1114.
 Law, R., Buhalis, D. and Cobanoglu, C., 2014. Progress on information and communication technologies in
hospitality and tourism. International Journal of Contemporary Hospitality Management. 26(5). pp.727-750.

Communication skills for managers. 2014. [Online]. Available through < http://www.business.vic.gov.au/hiring-
and-managing-staff/staff-management/communication-skills-in-the-workplace-for-managers>. [Accessed on 4th
December 2015].
 Hudson, S. and Hudson, L., 2013. Customer Service for Hospitality and Tourism. [Pdf]. Available through:
<http://www.goodfellowpublishers.com/free_files/Preminary%20pages,%20copyright,%20contents-
86c5df9cc27173d0cb5f82743e39315e.pdf>. [Accessed on 4th December 2015].
.