Self Assessment & Communication: Enhancing Service Quality at Marriott

This report assesses Marriott Hotel's strategies for enhancing service quality. It highlights the importance of self-assessment in measuring performance, maintaining health and safety, and leveraging technology. Effective communication and record-keeping are emphasized as crucial tools for interaction and transaction management. The report also discusses the stages of staff consultation for implementing quality schemes, including employee suggestions and training. Furthermore, it proposes new systems to improve service quality, such as identifying customer needs, maintaining internal communication, and implementing safety standards. References to relevant academic sources support the analysis.

TASK 4

4.1 Self Assessment
It is essential for business to adopt effective measures in
regard to carry out the current state of health within
Marriott hotel-
Self assessment helps in measuring past performance with
current performance.
Quality management department needs to ensure proper
health and safety act within hotel.
Appropriate health and hygiene needs to be maintained
within hospitality firm.
In order to improve the current state of health within in
Marriott advancement in technology plays a crucial role.

4.2 Significance of communication and record keeping
Both communication and record keeping are considered as
the crucial tool that helps in interacting with each other and
thus enhancing business functions.
While, through record keeping firm needs to maintain the
transactions carried out within hotel.
However, communication needs to be strong and thus it
helps managers to interact with their workers to accomplish
the tasks.

4.3 Stages of staff consultation
Marriott needs to carry out staff consultation in regard to
effectively implement quality scheme so that performance
firm could be enhanced.
Employees need to provide appropriate suggestions so that
quality process within firm could be improved.
Appropriate training related to implementation of quality
scheme should be given to workers so that they can improve
business performance.
Marriott management needs to carry out all these steps and
thus implement quality schemes such as total quality
management, quality circles etc. so that staff consultation
could be improved.

4.4 New systems to existing systems in order to improve service quality
Following are the new systems which has been proposed by
Marriott hotel as per the existing one in regard to improve
the service quality such as-
Hotel needs to identify the customer needs and thus
improve the technology advancement in regard to attain
customer satisfaction.
Management needs to maintain internal communication so
that quality services could be rendered to guests so that
they could be retained for long term.
Implementing appropriate safety standards in workplace
helps in enhancing the attention of clients.

REFERENCES
Casadesús, M. and de Castro, R., 2005. How improving
quality improves supply chain management: empirical
study. The TQM Magazine. 17(4). pp.345-357.
De Jager, H.J. and Nieuwenhuis, F.J., 2005. Linkages
between total quality management and the outcomes‐
based approach in an education environment. Quality in
Higher Education. 11(3). pp.251-260.
Ipeirotis, P.G., Provost, F. and Wang, J., 2010, July.
Quality management on amazon mechanical turk.
In Proceedings of the ACM SIGKDD workshop on
human computation (pp. 64-67). ACM.

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