Organizational Consultancy Report: Marriott Hotel Analysis

This report presents an organizational consultancy analysis of Marriott Hotel, focusing on its business operations and strategies. It begins with an introduction to organizational consultancy and its role in enhancing workplace efficiency. The report then delves into a PESTLE analysis, examining the political, economic, social, technological, legal, and environmental factors impacting Marriott's performance. A SWOT analysis follows, evaluating the hotel's internal strengths and weaknesses alongside external opportunities and threats. The report includes a project initiation document, outlining the project's purpose, objectives, and deliverables. Furthermore, it describes the methodology of a brand standard audit conducted to assess performance and identify areas for improvement, providing detailed findings, observations, and recommendations for enhancing the hotel's overall performance and profitability. The report concludes with a summary of key findings and suggestions for future development.

Organisational consultancy

Contents
INTRODUCTION...........................................................................................................................1
PESTLE Analysis............................................................................................................................1
SWOT Analysis...............................................................................................................................3
Project initiation document..............................................................................................................4
Project summary.....................................................................................................................4
Purpose...................................................................................................................................4
Project objectives....................................................................................................................4
Project deliverables................................................................................................................4
Acceptance criteria.................................................................................................................5
Consultancy report...........................................................................................................................5
How the audit is conducted....................................................................................................5
Finding of the audit................................................................................................................7
Conclusion as per the swot of all the department...................................................................8
Comments and observation..................................................................................................10
Areas for improvements.......................................................................................................10
Area of concern....................................................................................................................11
Areas of excellence...............................................................................................................12
Recommendation and final comments.................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
The organisational consultancies have work with the responsibility to enhance the
workplace and that is completely based on the research and the psychological applications. The
consultancy firm has been worked collaboratively with the management of the companies and
helps them to get over from the different business related issues of an organisation. An
organisational consultant has work with more effectiveness by business will make the suitable
changes by evaluating the current working function and operation within the suitable process.
They will estimate the business operation and participate to make efficient development and
induce the adequate implementation in the business (Arefian, 2018). The consultancy will have
offer the different benefits to the business and act as the temporary expert that enable the cost
benefits that are more related to the pay benefits, issue related to human resource and many other
as well. This report is based on the Marriot hotel is the international flagship brand of full
services hotels and resorts basically the company is situated in Bethesda, Maryland, US. But this
report is based on the Marriot hotel in Birmingham and includes the pestle and swot analysis
with the project initiation development. In addition to this the consultancy has been hired and
conduct the brand standard audit so as to find the better conclusion and the improvement that get
improvised the overall performance and profitability of the hotel.
PESTLE Analysis
It is an analysis that defines the external environment that has the direct impact on the
performance and profitability of the business. The pestle analysis of Marriott hotel defines the
extrinsic scenario that has direct impact on the brand and helps to make the continuous
improvements and is as defined below as:
Political: The Marriott hotel is the largest organisation and has worked over the 130
countries while in the year 2017 they get expand their hotel in New Zealand, Mali, Finland,
Lithuania and Ukraine and make an acquisition with the Starwood Hotels by which their
operation cost will get decreased (Armstrong, 2018). Marriott hotel is in trouble that they get
developing the revenue or not by which their reputation and customer base will get decrease.
Marriott hotel has been working in maximum countries and thus some of the countries are who
has facing a lot of corruption and in these they take a stand for the rules as like U.S. Foreign
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Corrupt Practices Act thus it create more difficult to manage the different business operations
over there.
Economic: Marriott hotel has been outside the US as well thus the fluctuation in the
currency of different nations has the huge impact on the performance and working behaviour of
Marriott hotel. As if the rate of dollar become higher then they get the less revenue from the
other several countries thus it is the factor that get always affect the progress and it is also be
very difficult for the Marriot as well to get make an estimation about the profit and the
accountability of their asset (Balanescu, 2018). The UK government has been fallen through the
recession as per after the Brexit thus the Marriott at Birmingham has also faces the slowdown
impact but the government has supported the hotel because they are the largest economy
generator thus it helps to came over from certain conditions.
Social: As the hospitality service industry has been face a lot of competition as in this
Marriott also has provide the prime services to their customers and in that they get the profit
because the customer will also prefer the services that are associated with the brand. Marriott has
been divided their hospitality into three the luxury, premium and the select one as well by which
they have retain the large number of people and somehow they also provide the discount to their
customers. Marriott also manages their website by which people will online booked their
services and then provide the best deal as per their suitability.
Technological: Marriott will have using the better source of advancement and in this
they have accept the booking of the customer from the third party that provides the booking
services by which the costing has been increases but the profit ratio will get decreased. It has the
better impact on the performance of business as they provide the online rental services as like
Airbnb thus they provide the services to the customer at lower prices by which the profit ration
of the hotel will get reduced (Carugati, 2018). In addition Marriott will use the advancement to
protect the customer as from the hacks and leaks
Legal: Marriott has been face a lawsuit as per the data security as the information of their
customer of around 380 million and there information will get disclosed. Thus after this the
Marriott will changes their policy so as to manage the reputation and image of the hotel by
which they could again gain the confidence of the customers.
Environmental: Marriott hotel follow all the rules and regulation related to the
environment and have decided to work over the sustainability by which the plastic usages will
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get eliminated from the business. As per the year 2019 the plastic straw usage will get reduce to
1 billion units and also uses the sanitization to manage the human trafficking.
SWOT Analysis
It is an internal analysis and under this the different strength and weakness of the Marriott
hotel is get acknowledged and that is as defined below:
Strength: Marriott hotel has the better position as per the competitive landscape and the
largest hotel company in terms of revenue with that their portfolio is also be wider as having the
capacity of 1,160,000 numbers of room and they also fulfilled the demand of customer by
providing them the accommodation services (Castro, 2019). Marriott hotel have done the
acquisition with the Starwood Hotels by which there working scale will get enlarged and its cost
will get reduced. As they have always been very much proactive and innovative in terms of
technological advancement as like testing Amazon Alexa and Information of technology (IOT)
in addition having the strong steam line of expansion at global level.
Weaknesses: Marriott hotel has been following an aggressive expansion and with that
they have the huge empire by which it is hard to get maintain the balance in all the hotels. In this
the employee also have to did stringent the working procedure by which the motivation and
morale of employee goes down. The image of hotel will get in controversies as per the
complication in the Wi-Fi services that induce the negative image.
Opportunity: The customers are more acceptable towards the luxurious services and it is
in trend to get on the holiday or take a trip with the family that is the biggest opportunity for
Marriott hotel. They are in news due to the special offer that gets provided to the same-gender
couple as it is the staunch support. The travelling of the people will also get increases thus
Marriott hotel make the tie-up with the airline hotel with that they have charged the premium
price to the personalised services.
Threat: The hotel industry has face a lot of competition as like with Hilton, TUI, Novotel
etc that continuously put more efforts to become the marker leader. The recession in the
economy is also be the biggest threat for the business as in this Marriott hotel is unable to
achieve the suitable sales and profit (Coe, 2019). The terrorist attack also get increased and they
could stay in the premium hotels thus to overcome with this risk is the biggest threat for the
hotel.
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Project initiation document
Project summary
“Employee performance and recognition” is the business strategy that could be used to
make the Marriott hotel so as to motivate the employee and build more confidence in them by
which they have work with their zeal and better commitment that helps to make the positive
change within the working nuances of the business (Correa-Ruiz, 2019). The human resource
department have to work on this as under this they have to manage the performance of all the
employee whether it is of any department and make an analysis about the working performance
of all by which timely awards will get provided to them so as to they get retain for the longer
period of time.
Purpose
This project is being undertaken as it is more important that the work of the employee
will get appreciated by the business within the timely basis that helps to build more morale and
strong connection as it helps to get achieve the objective on timely basis and it is only be
possible as per the contribution of the employees. The key deliverables are as that it will
emphasise the quality of the business so as to the visibility of the business will get developed. As
with this the better return will get consumed by the hotel in which the working norm of
employee will get enhanced by which the suitable investment will get recognised. As by
analysing the award the performance will get developed by which the productivity of business
will get developed.
Project objectives
The objective of the project is to make and create the better value of the business as in
terms on internal basis by which the inner surround of the hotel will get emphasised (Cullen,
2018). As with the help of this project the Marriott hotel will get enhanced the employee
motivation by which working ability and capability will get developed more by which the
objectives will get achieved within the adequate period of time.
Project deliverables
The Delays in award of works will have induced within the business with the wider scope
as with this the better and effective services will get provided to the customer as in this all the
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employee of different department have worked with the systematic manner and work under the
roles and responsibility.
Deliverable title Deliverable description
Customer services As much the employee will get worked with the better sufficiency that much profit
has been gain as it will directly reflects as per the performance of the Marriot hotel.
Accomplishment of goals The employee contribution has make the better impact on the productivity of the
business and as much the effective input will get engaged by the employee that much
smooth outcomes will get achieved that in turn to the successful completion of the
goals and objectives (De Vass, 2018).
Acceptance criteria
The effectual working conditions of the Marriott hotel in which the customer services and
the working behaviour, nature and culture of the employee will get improvise. It is needed that
the employee gets the adequate opportunity and facilities by which they show their efforts and
abilities and in return hotel will provide those rewards and other benefits.
Consultancy report
How the audit is conducted
The audit will get defines the overall scenario and the possibility of applying the adequate
project within the business by which the suitability will get affected and it get convert more
opportunity by which the hotel measure more success and better development (Furniss, 2018).
The audit will includes more basis as by this all the different nuances that get affect the
vulnerability of the business will get depicted by this the effective changes will get implement
within the business that helps to gain better changes with more profitable aspects. Employee
performance and recognition audit that get performed by the consultancy will include some basic
factor that get related to the working norm of the Marriot hotel and is as defined below as:
Administration: It is the department that get measure the effectiveness of the different
planning and controlling of an organisation and have manage the efficient handling of all the
activities that get used to eliminate the uncertain and unnecessary impact on the hotel. It will
provide the briefing about the needed aspect as what the hotel get induce in their business for the
wealth of the employee and the different strategy and policy that get used by the hotel to provide
more transparency for the employee.
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Communication: The performance of the employee is directly depend on the culture and
surround that get provided to them as to get work in. This in this the effectiveness will get
measured in which it is analysed whether the department will listen the employee or get
understand their need and requirement or not (Huffington, 2018). It will define the writing and
the oral skills of the employee that is used to make the coordination with the customers,
subordinate, co-workers etc and the hotel under which the management provide the adequate
information on timely basis or not will get established.
Knowledge of work: In this the consultancy will get consider the skills and abilities of
the employee as by which it will defines that whether the employee has that capability to work
with more sufficiency or not which is more essential to make the improvement. In addition the
better understanding will get developed as in that all the phases of the job will get considered as
that is more required in order to improvise the skills and the experience of the employees.
Teamwork: It will defines the better state in which all the team mates will get worked to
and acknowledge their fellow by giving and showing some respect and under this the cooperative
spirit will get developed (Jøranli, 2018). It will defines whether the hotel will support the team
culture or not as it is measured basis of the business by which more supportive culture will get
developed.
Decision making problem: It is the certain measure as from which the satisfactory
understanding will get developed as in this the employee problem will get resolved within the
timely basis and practical decision will have taken that is more certain as well. It will define
whether Marriot hotel gave priority to the employee or not and how they get worked to resolve
the different complexity from the business.
Expense management: It is function as from which the appropriate report and control
will get maintain on the different factor and by this the cost will get decreased as with this the
task will get completed within the budget (Kelly, 2018). In this the consultancy will get analysed
whether the hotel make the shorten of other expense that is not related and assigned that budget
for the betterment of employee performance as to provide the training and development, rewards,
compensation etc.
Human resources management: It is most vital department of the hotel and have
manage all the relative aspect to the employee as in terms of strength and development of needs,
evaluation of the subordinates need, managing and providing constructive feedback, take the
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action for the welfare of business on timely manner and that is up-to the unsatisfactory and the
marginal performers (Long, 2018). They have worked to provide the equal opportunity to the
employee which is being more important to enhance the performance of the employees.
Independent actions: It will includes the basis that get induce by the hotel for the
employees specially and the different initiative that has been taken by the management to
encourage the employee by which they have work with more consistency and has the positive
impact on the business.
Job knowledge: It will used to keep the appropriate techniques, skills, methods that get
required to perform their own work and that is as per the different development that get affect the
working activities criteria. It will defines that whether the hotel will provide the supportive
knowledge to the employee and guide as well as couch them by which their working efficiency
will get enhanced more and with this uncertainties will get reduced.
As per the conduction of the audit all the capabilities of the Marriot hotel will get
established under which the employee working conditions will get more developed. The audit
will provide all the strengthen aspect and the weaker areas that are needed to get worked on so
the employee performance will get influenced (Lu, 2018). The Employee performance and
recognition will get analysed under which the different input that get applied by the hotel will get
analysed and what must have provided will get noticed.
Finding of the audit
It has find from the above audit that Marriot hotel will have work with the positive
attitude and have induces the frequent changes with more positivism by which the employee get
worked with more easiness. Marriot hotel will always looking forward to manage the working
abilities of the business and under this they have being more delightful towards the employee
that get all surround and have believe in the team work as well (McFadden, 2019). In this the
Marriot hotel has performed their work with more cohesive approach in which all the different
department has performed their work as like the front office, food department, cleaning,
management, maintenance, security, support office etc. All these departments have made the
needed communication with each other by which the affordability will get managed and in this
the required information will get transferred in between the different department. Thus the
employee has more enthusiasm towards their work and has performed the work with better
sufficiency.
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On the other hand, to get manage the performance of employee and to provide the
recognition the Marriot will not work with more effectiveness. As they provide the authority to
the superior or subordinates but their approach towards the employee is not much effective and
be rougher as well by which the communication gap will get increased (Meijer, 2018). The
working tendency of the team will also be not much suitable as it lies it down the performance
and dependency of the employee as because they have the pressure to get manage the different
operation on time and that is on continuous basis thus all the employee are more busy by doing
and competing their own task rather than working as a team. In addition to this have more
complex and impractical to get solved the problems by which the employee issue didn’t get
resolved and thus the redundancy in performance will get enhanced.
Conclusion as per the swot of all the department
Housekeeping department
Strength The house keeping department must manage the check in of the customers in the Marriot
and defines the better possibilities by which more the warm surround will get maintain that
reflect the positive value and image of the hotel (Oliver, 2018).
Weakness There is a lot of pressure in the housekeeping department employee and with this somehow
they forgot to attend the visitors as to make over from the occupied room services.
Opportunity They have provided the better facilities to the customer and by this the customer
attractiveness will get developed.
Threat There performance is being more important and if they didn’t perform well that induce the
negative image of the hotel in front of customers.
Human resource department
Strength It is the department that get managed the working operation and functions of the entire
employee and has made the superior contribution by providing the training and
development and also manages the performance of all.
Weakness As Marriot hotel is the large organisation and to manage a larger number of employee is
being more difficult and to get control the performance as with the appraisal is also be more
hectic (Owens, 2018).
Opportunity The HR department manage the different operation and provide training as by which have
make the successful impact on the working criteria of business.
Threat It is the vital department and the performance of the hotel is depended on the HR
management and thus it is needed that they get performed the different function with more
suitability on continuous basis otherwise has raise the negative impact on productivity of
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hotel.
Food and beverage department
Strength It is the department that get provide the best cuisine to the customers and have provide all
the needed foods items with better presentation that add up more luxury to their hotel and
emphasis the pleasant appearance.
Weakness The hospitality services are being depended on food and beverage thus it is more important
that they provide the better services and facilities to customer (Pinkse, 2018). Thus it is
needed that they get more motivated in which the employee performance management is
more needed.
Opportunity The food and beverage department make the new dishes that is more attractive and that get
act as the attraction point for the customers.
Threat If the food and beverage department didn’t provide the quality services then the customer
charisma will get lost and that has decrease the sales profit of hotel.
Front office Department
Strength The front office makes the first interaction and grabs the attention of the customer with
their pleasant and warm behaviour.
Weakness They have to manage a lot of customer on daily basis and sometime it is not easy to
manage the harsh customer thus it get depressed the employee motivation
Opportunity They will attract the customer due to their presence and as much the warm welcome will
get presented the customer will get satisfied from their only by which they must have make
their visit again and again that is beneficial for the hotel (PROFIROIU, 2019).
Threat If the front office didn’t pay attention on the customer and didn’t show the pleasant attitude
that it might that customer didn’t came in to enjoy the further service of hotel by which the
performance will get affected.
Comments and observation
On the basis of the internal analysis of various department of the Marriot it has been
identified that they have been working on the with their employees efficiently bit still various
improvements need to be made in their processes so that the overall performance and
productivity along with improved customer services can be ensured. The front desk department
faces the issues related to a large number of queries from the customers which can arise due to
inefficient performance of the other department such as housekeeping departing, marketing
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department and other department. The food and beverages department has been facing the issues
related to the hygiene due to which the customer satisfaction gets affected (Rosenbaum, 2018).
The human resource department has been managing a large number of employees due to which
they have to consider various policies so that efficiencies can be improved.
Areas for improvements
The management of the Marriott hotels have to bring improvement in various services with
the help of which they can ensure better customer services to their customers. To support this
they have planned to bring the project of employee performance and recognition. The need for
this was identified due to inappropriate performance of the employees. The areas in which the
improvement is to be made are given below:
Redundancy of the work: As there are various issues which arise before the management
and are resolved on time by the management. Due to this the employees do not get proper
instruction regarding their work which leads to redundancy of the work. It causes loss to the
company in context of efforts of the employees and other resources. To overcome this issue
better coordination must be development within the organisation so that the issues have no
impact on the performance of the employees and the work that they have to undertake (Sher,
2018).
Reviews management: The reviews of the employees as well as of the customers are not
managed by the respective department due to which the company faces various issues in relation
to the customer services and with the efficiency of the human resource within the hotel. Because
of this reason it becomes they are of improvement on which the entire management of the hotel
has to work upon as satisfaction of both is crucial for the organisation in hospitality industry
(Wilke, 2018).
Customer preferences: The preferences of the customers must be taken into consideration
within the hotel in term of better room services, foods and beverages that is served to them etc.
With the improvement in these services the customer can be attracted towards the services of the
hotel also better relations with the customer can be ensured due to which the chances of the
growth in the business for the hotel increase as a satisfied customers encourage others to
preference the services which they have already availed.
Better housekeeping services: The housekeeping department is the one that directly serve
the customers with their services. So it is important that the management must focus upon their
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