Marriott Hotel: Service Provision, Quality Management, and Adaptations

This report provides a comprehensive analysis of Marriott International's service provision and quality management strategies within the hospitality industry. It begins with an introduction to the industry and the company, highlighting Marriott's global presence and diverse brand portfolio, including Luxury, Premium, Select, and Longer Stays. The main body delves into Marriott's service offerings, emphasizing its commitment to high-quality customer experiences across various segments. It details the company's quality assurance policies, annual inspections, and employee training programs, all designed to ensure consistent service delivery. Furthermore, the report evaluates how Marriott adapts to evolving consumer preferences, including operational adjustments, food service innovations, technological advancements, and customer service enhancements. Finally, it examines the impact of changing consumer preferences on guest service management, focusing on check-in services, technology integration, and strategies to enhance customer experiences, concluding with an overview of the hospitality industry's impact on the global economy and the importance of strategic management in meeting customer needs.

Hospitality & Guest
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
Marriott service provision and Quality Management-...........................................................3
Evaluate how the hotel adapts to changing consume preferences..........................................5
How changing consumer preferences impact guest service management..............................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
The hospitality industry focuses on providing services linked to mainly leisure and
customer satisfaction rather than more regular and basic needs (Bharwani and Jauhari, 2017).
The importance of guest feedback in this industry is driven by service provided to the customers.
The organization considered in this report is 'Marriott International'. The company started by J.
Willard and Alice Marriott and later shifted to the hotel business, today acknowledged as one of
the largest hotel chain company which is providing its high quality products and services to
customers. Its is offering its products and services in more than 110 countries and it has approx
30 brands. This report identifies the services provided by the company and its quality
management with an evaluation of how the hotel adapts to its consumer preferences. The report
at last outlines how changes in the consumer preferences impact the management of guest
service.
MAIN BODY-
Marriott service provision and Quality Management-
Marriott International is the one of the leading hotel in the world which is more then
5700+ geographical area offering a world class customer experience through across 30 brands in
different segments in over 110 nation. This is a well known company and each and very hotel of
Marriott company is providing product and services with high quality. This is distributing its
products and services with new and innovative services as it helps in satisfying needs and wants
of customers in more effective and efficient manner. Despite being a 90 year old, the company
still aspires to grow.
The brands are categorized into Luxury, Premium, Select, Longer Stays and Collection at
breathtaking locations. Each brand has different characteristics serving the needs of different
customers (Bowie and et.al., 2016). For a truly relaxing vacation, staying at a luxury Marriott
Hotel comes with added amenities and deluxe features like spas and even 24 hour room service.
Luxury hotels like the Ritz-Carlton and Marriott Marquis come with higher fees with the overall
comfort worth the price charged.
Premium Marriott Hotels offer more room to relax than the standard Marriott brands and
are a happy bridge between the expensive Luxury brands and the Select brands. In terms of
overall number of hotels and resorts, Select Marriott brands are one of Marriott's largest brands

offering comfortable and affordable rooms and moderate facilities for business and budget
travellers. Gaylord Hotels that come under the category of Marriott's Premium Hotels offer
world-class entertainment and breathtaking vacation options. These hotels can be found in over
500 diverse locations.
Courtyard by Marriott, SpringHill Suites, Fairfield Inn by Marriott are affordable and
reliable business hotels that provide everything needed to work productively. The locations are
convenient with spacious rooms and high-tech amenities.
For long-term visitors like business travellers, Longer Stays branded hotels, suites and
apartments are great for any newcomers (Davis and Horney, 2015). But if someone is at a place
for a shorter duration and wants a unique experience, they can consider staying at Autographs
Collection hotels which include Residence Inn by Marriott, Towneplace Suites and Marriott
Executive Appartments. The Execustay Marriott in Washington D.C. apartments that are
oversized with modern furniture at affordable rates. Towneplace Suites offer a relaxed and a
productive environment for people who prefer extended stays with free Wi-fi and a friendly staff.
An annual inspection of each property has been set up by Marriott International as a part
of its Quality Assurance compliance policy and the Brand Standard Audit calls for an yearly
inspection of the hotels. Marriott has a committed and involved management giving unwavering
focus to the customers. Every single person participates for the overall improvement of quality
management of the company. When Marriott International takes customers onboard, they go the
extra mile to make their customers feel important. The staff at the hotel knows the customer by
name and let the customers be able to tell what exactly do they feel about the brand. Entire work
force is utilized in order to assure that a high quality experience is given to the customers with
the brand working towards its continuous improvement. Performance measures for all the
processes are set up by the company.
Each employee role is about protecting Marriott which in turn develops a sense of job
security. The brand, through vertical integration treats the suppliers as their partners. The senior
management helps the company in setting standards of zero failure, introducing a quality system
that is based on prevention rather than detection (Dzhandzhugazova and et.al., 2016). Continuous
training is provided to the employees at Marriott to ensure quality service is delivered. The

management visits the supplier and discussions with other customers who are also served by the
supplier are held at regular periods of time so that good quality products are delivered.
For quality purposes, detailed lists of explained brand standards for its day to day
operations are listed. For example- valets, faster check-in procedures and luxurious in -room
amenities are required by a Ritz-Carlton hotel. Front desk quality maintenance measures such as
warm greeting, uniform and badge, ask customers if they require help with the luggage are taken
to make a lasting first impression. For a better quality management, the company has come up
with 18 different lodging brands that include a variety of services for any kind of traveller.
Improved customer coverage has resulted in an improved productivity of the employees by
making them participate and feel involved.
Evaluate how the hotel adapts to changing consume preferences.
It is very important for company to adapt various changes as per consumer preferences.
There are various changes that is occurring in market and it is having direct impact over the
changing preferences of consumers (Gibson and Parkman, 2018). It is essential for Marriott
company to analyse as well as evaluate all those changes. So that company can take better
business decisions and achieve set goals and objectives. Companies which is dealing in
hospitality sector needs to provide better services to customer. This will help in enhancing there
experience as well as influencing customer to visit respective hotel frequently. This needs needs
to adapt changes as per preferences of customer in order to satisfy there needs and wants.
Different ways in which company adapt these changes of customers are mention below in detail. Operations: Marriott hotel company needs to adopt changes in its operations as it will
help in providing better services to customers. Operations are considered as a major part
of business and it lead to generate profits and improve productivity. It is very essential for
respective company to enhance its operation system and provide better services to
customers. By adopting changes as per preferences of customers respective company is
changing in its check in as well as check out services (Hendrickson, 2016). Marriott hotel
in providing online check in as well as check out services and customer will be able to
book their hotel room from anywhere as well as any time. Food services: Nowadays customers are more conscious towards their health and they
want to eat healthy food only. Marriott hotel in changing its food products and services as
per needs and wants of customers. It is very important for this company to develop as

produce those food product which is able to meet with customers requirements. This will
help in enacting their experience with respective hotel. Technology: Technology play a crucial role in growth and development of business as it
help in conducting business operations in effective and efficient manner. It is very
important for Marriott company to use new and advance technology in order to provide
better services to customers. This will help in gaining competitive advantage over other
rival companies. Technology is one of the most important factor which help in meeting
with the needs of customer as well as matching with consumer preferences. This
company needs to use need and advance technology in its hotel room services as well as
improve its overall performance (Manhas and Tukamushaba, 2015). Technology will lead
to have greater impact over customer experience and full filling their desired.
 Customer services: It is essential for Marriott company to provide those services which
help in meeting with the requirement of customer as well as help attracting more and
more customer towards business. Customer services refers to all those services which
help in enhancing the experience of customer as well as motive them to purchase product
and services of respective company. Marriott company needs to adopt changes in its
customer service so that they can provide better services to its potential customers.
Marriott company is one of the well known hotel and it is famous for its high quality
services (Ong and Wookey, 2017). It is essential for this organisation to keep as well as
maintain the quality of customer services in order to meet with expectations of customers.
This is helpful for Marriott hotel to enhance preferences of customers and meet with
desired goals and objectives.
How changing consumer preferences impact guest service management.
There will be huge impact of consumer preferences in management of guest services. It is
essential that Marriott company to identify as well as evaluate these all of the changes in
consumer preferences. So that company can take better business decision and timely accomplish
set goals. Changes in consumer preferences will have direct impact over the guest service
management. Marriott hotel will be able to provide better services as well as products to its
targeted customers by understanding preferences of customer as well as implementing changes in
correct manner. Impact of changing in customer preferences on the guest service management is
mention below.

 Check In services: This company is changing its operation system in order to provide
better services to customers. It is very important for Marriott company use better as well
as advance technology in its gust services (Sipe and Testa, 2018). Marriott company is
providing mobile as well as online check in services to its customer and it will help in
offering 24* 7 services to customer. This will have positive impact on business as it will
directly increase companies sales as well as profits. Company will be able to gain trust
from customer by providing better services. Technology: Technology is one of the crucial part of the company and it help in perform
task in better manner. With the help of new and update technology company will be able
to provide better product and services to customers. This company is known for its high
quality services and in order to provide better products and services to customer this
company is using innovative and advance technology in its hotel room and other area
(Van and Goonetilleke, 2015). Technology will have positive impact on Marriott
company and it will help in gaining competitive advantage over other rival companies.
 Enhancing experience: It is very important for company to enhance its product and
services so that they can experience of targeted customers. Understanding as well as
evaluating needs and preferences of customers will have direct impact on growth and
development of Marriott company. This will help in developing long term relationship
with customers as well as lead to improve its image in market area. It is significant for
respective hotel to offer those services which will enhance customer experiences in order
to accomplishing set goals.
CONCLUSION
The hospitality industry is among the largest employers world-wide contributing strongly
to the world economy. Genuine planning, organizing, staffing and controlling provides a clear
picture of any gaps present in the system that need to overcome and also to understand the
different customers' needs and preferences. It also helps the organization in setting standards for
the services that are being provided to the customers. The management should ensure that the
employees working in the organizations look for awards which in turns helps in making the staff
more hostile. Since Marriott follows distinct principles of quality management, it has outgrown
as being the leader in the hotel industry. Also, working efficiently and effectively makes them

one of the most preferred hotels for a vacation among customers for over more than 90 years
now.

REFERENCES
Books & Journals
Bharwani, S. and Jauhari, V., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing
and Consumer Behavior (pp. 159-185). Apple Academic Press.
Bowie, D. and et.al., 2016. Hospitality marketing. Routledge.
Davis, T.R. and Horney, N., 2015. Guest feedback and complaint handling in the hospitality
industry. In Proceedings of the 1988 International Conference of Services
Marketing(pp. 246-260). Springer, Cham.
Dzhandzhugazova, E.A. and et.al., 2016. Innovations in hospitality industry. International
Journal of Environmental and Science Education. 11(17). pp.10387-10400.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Hendrickson, B.M., 2016. System and method for improving customer wait time, customer
service, and marketing efficiency in the restaurant, retail, hospitality, travel, and
entertainment industries. U.S. Patent 9,390,424.
Manhas, P.S. and Tukamushaba, E.K., 2015. Understanding service experience and its impact on
brand image in hospitality sector. International Journal of Hospitality Management. 45.
pp.77-87.
Ong, D.T. and Wookey, J.M., Guest Tek Interactive Entertainment Ltd, 2017. Allowing guest of
hospitality establishment to utilize multiple guest devices to access network service.
U.S. Patent 9,608,998.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service and
experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2). pp.178-195.
Van der Wagen, L. and Goonetilleke, A., 2015. Hospitality management, strategy and
operations. Pearson Higher Education AU.
Online
Our Story. 2019. [Online]. Available through: <https://www.marriott.com/about/culture-and-
values/history.mi>.
The Importance of Guest Feedback in the Hospitality Industry. 2019. [Online]. Available
through:<https://www.gosurvey.in/blog/the-importance-of-guest-feedback-in-the-
hospitality-industry/>.
What is PESTLE Analysis? A Tool for Business Analysis. 2019. [Online]. Available
through:<https://pestleanalysis.com/what-is-pestle-analysis/>.
The Importance of Guest Feedback in the Hospitality Industry. 2019. [Online]. Available
through:<https://www.gosurvey.in/blog/the-importance-of-guest-feedback-in-the-
hospitality-industry/>.
Our Story. 2019. [Online]. Available through: <https://www.marriott.com/about/culture-and-
values/history.mi>.