Applying Total Quality Management in Marriott's Hospitality Sector

This report provides an in-depth analysis of Total Quality Management (TQM) implementation within Marriott International. It explores the origin and development of TQM, emphasizing its role in enhancing efficiency and effectiveness in the hospitality sector. The report highlights Marriott's strategies, including hiring qualified staff, providing extensive training programs, and focusing on cleanliness and customer care to build a strong brand image. It discusses the application of TQM techniques in improving various aspects of the business, such as housekeeping and front-office services. The report also examines Marriott's approaches to customer care, emphasizing the importance of meeting customer needs and ensuring satisfaction. Furthermore, it analyzes how TQM contributes to improving quality, efficiency, and effectiveness, supported by examples like Ford and Honda. The conclusion underscores the critical role of quality service in driving profits and achieving organizational goals. References to relevant books and journals are also included.

Hospitality and Guest
service management

INTRODUCTION
Hospitality and guest service management is an essential factor that helps in managing
activities and tasks within the hotel in effective manner. It is duty of the hotel management to
provide effective services to customers for increasing the satisfaction level of customers. The
following report includes discussion about the TQM and application of it within Marriott
International hotel.
The origin and development of Total Quality Management
When an organisation is using TQM, there are high chances of improvement in efficiency
as well as effectiveness of the whole organisation. For instance, Marriott Hotel International has
adopted a lot of techniques of TQM in order to have positive outcome. By the assistance of
Executive management, staff members are given training on the concept of how to provide
quality and good service to different customers ((Basnet, 2018)). Marriott Hotel International'
management team has been using a unique technique that is of hiring qualified people who can
work effectively within the company. This is a positive approach to different areas including
eating service to customers within the shortest time possible, checking points, providing a
friendly approach.
TQM in Marriott
The TQM is the corporate equivalent of religion. In order to have effective service
management in the company, it is necessary to drive out quality in services and products. There
are various quality improvement techniques used in Marriott organisation. This includes
managing two important techniques for managing quality services within the company – the one
is at international level and other is at domestic level. The TQM is defined as the continual
process for detection and reduction of errors in the services provided to customers. It is essential
for survival of a company that they must provide effective services to guests. The main
objectives of each and every company is to provide strong services and quality products so that
they do not switch to other companies for getting their work done. Service sector is the only one
which is included in meeting the needs and demands of the customers effectively (Pambreni and
et. al., 2019). TQM is defined as the set of management processes that is helpful in creating an
accountable management within the company. This increases number of satisfied customers and

high qiulaity products with low cost. TQM is a process that is included in recognising each
individual of the organisation who has contributed in achieving outcome of the company.
Application of TQM techniques in improving efficiency and effectiveness of business
The cleanliness of room and a good housekeeping service provided to guests. Cleanliness
is an important aspect that helps Marriott to build a strong image within the customer. In order to
make TQM system more efficient, Marriott is providing an extensive training for their managers
and leaders at the time of their hiring (Mehta and Degi,2019). The main cause of this thing is
mangers are able to know how to manage various activities and provide quality services to
customers. It is very challenging for different organisations to provide effective services to
customers.
Example of Marriott International quality management
When managers are hired in Marriott Hotel International, before providing services, they
are provided training programs of one week duration. Within this program, they are provided
necessary skills and knowledge is helpful for providing effective services to guests. Various
resources it is analysed that the main reason for poor quality services in any company is very
expensive. The main cause of poor quality service is having employees who are not able to solve
quality shortcomings, or not willing to give adequate outcomes. Negative experience of
customers occurs especially because of having a number of employees who do not care about
delivering goods services or held responsible for doing mistakes. The management of Marriott
Hotel International is the reason for delay in delivering quality services due to failure of
providing knowledge to employees search which every individual will be responsible for doing
their work (Li and et. al., 2018). When a company start trending in this manner, there are
consequences of losing customers and creating various opportunities for competitive to take over
and serve the customers.

Approaches towards improving customer care
Marriott Hotel International is Managing around 18 lodging brands which consists of
both limited service & full service having a wide range of service for serving the needs of
Travellers and guests. Marriott is managing and providing services to customers under the resort
and hotel facility (Gutierrez-Gutierrez, Barrales-Molina and Kaynak, 2018). This company has a
very good work coverage which has increased within time for expanding its product and
services. Because of this expansion, there is increment of customers at International and global
level. It has a very good record of expansion for time it has existed in market as it has a good
financial base and customer network. The main responsibility of each and every company is not
only making profits but also delivering quality and satisfactory services to their customers. For
having success in operations and business task, marriott has always treated its customers and
guess by offering quality products and services (Gyung Kim, and Mattila, 2013). Marriott is
well known organisation of hospitality sector across the world which are working at international
level and it has a very good reputation of due to its Quality Services. This organisation has been
adopting a Holistic system of formal TQM and which is a system meant for ensuring that the
increasing customers are being offered with the best service of high quality. This hotel
organisation is making various efforts for ensuring that customers are provided effective
services. This hotel organisation comes within service and hospitality sector and for achieving
goals & objectives, it is important to keep customer satisfied and happy. Customer always
sharing their experiences with other people and if they are not getting satisfactory services then
there is no good promotion of word of mouth.
In order to make sure that consumers and guests are sharing a positive feedback and they must
concentrate in for making customers satisfied and happy by their quality and admirable services.
Brand image of hotel and brand mainly depends on reaction of the guest and customers. The
easiest way to increase customer experience is by using TQM. Due to the increase in experience
of management, customers criticise their service in two categories.
Check inns and rooms are the most sensitive areas which require High Quality Services.
These are required specially in the front office. Such areas are well catered in Marriott Hotel
International for making their customers satisfied. This is done by wearing qualified staff which
is involved in providing effective services (Anil and Satish, 2019). The first contact and

impression which a customer receives in a service industry is very important and crucial as this
keeps coming back or do not Desire Such experience in future.
How TQM contributes to Improving Quality, Efficiency & Effectiveness
Marriott Hotel is having a management system which analyses the need for offering and
providing Quality Services to people across the world. Because of this actualization, nice Nation
regularly improves the quality standards it is offering to customers and guests. The main priority
of all organisations is to make customers true by offering them good and Quality Services These
services must be able to satisfy the needs and demands of customers in appropriate way. The
great example of this is Ford motor company and Honda motor company which have announced
that their first priority is of satisfying the customers. This is possible by offering quality products
to customers. Companies are among the Global leaders across the world but they still insist in
improvement of quality of their services & products which is keeping customers satisfied.
The Marriott's management thinks that if a company is present in market for a very long
period then it is helpful in acquiring different for customers, this is not the end for companies
success. The needs of customers are dynamic as the products and services in market. The
preferences and needs of consumers keeps on changing with the advancement of technology and
globalisation.
This has given rise to companies in working hard and being in a position for handling the
dynamic changes in market especially they wants and desires of customer. Marriott is successful
in market for long period and thus it is necessary for it to always renovate it's services and
products. Policies are placed for adopting the TQM strategy in effective manner.
Because of the increase in number of customers, the productivity of this organisation is
also increased and the main reason behind achievement of this is by creating different
employees of the organisation for participate and feeling the whole company. And employees
are encouraged to buy this system for assisting in improving the different processes found in the
services, company and making the culture of the organisation positive.

Quality leader naming Joseph Juran has contributed in interpreting what a system should
entail for ensuring productivity results. The TQM system includes various practices utilised well
in the company offering quality services and products. Different practices used in Marriott Hotel
International have incorporated in operations which include keeping every employee busy in
work and accomplishing the transformation. During the working hours, stock and employees are
kept busy with everyone I have to take a close inspection on their duties. Idleness of employees
in Marriott Hotel International is not appreciated.
During the relaxing time, staff and employees are engaged in stocks which are meant for
improving the services of the organisation. There is one another practice which has made the
Holistic system successful which is education program that have improved knowledge regarding
efficiency of each employee.
Due to the advancement of Technology, increased demand of customers in business keeps
on changing. This is why education programs are so essential to employees for keeping them
updated. There is another aspect which is breaking barriers among employees working areas.
There is an employee who discovered that there is something not attended to, and if there is no
person present which is responsible, arshi should attend that duty at first place.
If there is any case of challenge or problem employees are given a breakthrough of reporting
such kind of issues quickly to the right person who can fix this problem in shortest time. Marriott
has been using it management since years and it has a positive impact on performance. The
application of complex system needs committed leaders which can work together by supporting
each other and ensuring improvement in productivity of the company.
Conclusion
It is analysed from the above discussion that it is very important that every organisation
must provide quality services to customers. This helps in increasing the profits and money
earned by the company in an appropriate manner. The main objective of all organisations is to
provide quality services to people.

REFERENCES
Books and Journals
Anil, A. P., & Satish, K. P. (2019). Enhancing customer satisfaction through total quality
management practices–an empirical examination. Total Quality Management & Business
Excellence. 30(13-14). 1528-1548.
Gutierrez-Gutierrez, L. J., Barrales-Molina, V., & Kaynak, H. (2018). The role of human
resource-related quality management practices in new product development: A dynamic
capability perspective. International Journal of Operations & Production Management. 38(1).
43-66.
Li, D. & et. al., (2018). Impact of quality management on green innovation. Journal of cleaner
production. 170. 462-470.
Mehta, A., & Degi, F. R. (2019). Total quality management implementation, and its barriers in
Education system. INTERNATIONAL JOURNAL OF MANAGEMENT, AND SOCIAL
SCIENCES REVIEW (IJMSSR). 1(3).
Pambreni, Y and et. al., (2019). The influence of total quality management toward organization
performance. Management Science Letters. 9(9). 1397-1406.
Basnet, B. J. (2018). Total Quality Management Practices on Employees’ Job Involvement in
Nepalese Manufacturing Industry. Pravaha. 24(1). 18-30.