Organizational Consultancy Report: Marriott Hotels Business Analysis

This report provides a comprehensive analysis of Marriott Hotels' operations, focusing on the UK hospitality sector. It utilizes PESTLE and SWOT analyses to assess the impact of external factors like Brexit and COVID-19, as well as internal strengths and weaknesses. The report examines various management techniques aimed at improving operational efficiency, including communication strategies and customer satisfaction. It also highlights key findings, such as the effects of market competition and changing customer requirements, and offers actionable recommendations for addressing challenges and optimizing business performance. Furthermore, the report discusses the role of organizational consultancy in supporting business growth and adapting to external environmental changes. Secondary research methods were used to gather information, ensuring a detailed overview of the factors affecting the hospitality industry and the strategies for achieving organizational goals.

Organizational Consultancy

TABLE OF CONTENTS
EXECUTIVE SUMMARY.............................................................................................................3
CHAPTER- 1 INTRODUCTION....................................................................................................5
CHAPTER -2 SCOPE AND ANALYSES......................................................................................6
CHAPTER -3 MAIN BODY........................................................................................................11
Ways for improving organizational operations..........................................................................11
CHAPTER – 4 FINDING AND RESULTS..................................................................................16
Action Plan.................................................................................................................................19
RECOMMENDATION.................................................................................................................22
CONCLUSION..............................................................................................................................23
REFERENCE.................................................................................................................................24

EXECUTIVE SUMMARY
The report has been analyses the PESTAL and SWOT strategic model in order to know
the impact of different environmental factors on the operations of the hospitality sector of the
UK. For this purpose, the report was also includes the impact of current COVID-19 situation and
the Brexit situation on the Merriott Hotel business of UK. After that, it has been analyses that
how the different ways along with the management techniques helps the hotel sector to smoothly
run their business. For this purpose, it was includes the impact of minimizing communication
gaps with internal staffs and outside customers on the hotel business. The report has been also
covers the challenges of management techniques and the impact of those challenges while
implementing the management techniques in the business. Further the report has been also
covers the findings and result of the different areas after analysing each and every area of the
hotel business. It was identified that the hospitality industry of UK is heavily affected with the
impending issues of Brexit and Covid- 19. Due to this the jobs have been affected and also the
entire job responsibility has changed heavily.
The SWOT Analysis conducted in the Marriott Hotel was presented and this clearly
indicated that what were the major strengths and weaknesses that were identified in the context
where brand awareness and economic background was the major benefits that was associated
with the hotel. It was also researched and evidenced that market competition and customer
requirements were the major challenges that were identified for the management of Marriott
Hotel. The details of Pestle Analysis helped in concluding that the overall external environment
i.e. the entire hospitality industry of UK. The political aspects like Brexit and geographical
segregation were the key factors influencing the entire industry and the severe impact of
Coronavirus on inflation and the growth of this industry was also identified and researched upon.
The Social factors of the hospitality sector were identified in the form of increased expenditures
and the mobile application was identified to be critical aspects under technological perspectives.
Lastly legal aspects such as penalties etc. was identified and also engagement with the customers
and overall working condition were researched as main environmental factors.
The research conducted in the report also helped in understanding that what are the major
factors that affect the overall operation of hospitality industry. It was concluded that management
techniques implemented in the Marriott Hotel ranges over a variety of areas such as increased

communication, team working, satisfaction of customers and lastly the facilitation services that
are easily provided to the customers.
Both internal and external consultancy work coordinate in order to suggest the way
organisation can grow and sustain its business in longer time frame. There are several changes in
external environment that affects business operations so management consultancy is responsible
for supporting company to decide particular strategies that can be fruitful for organisation.
Moreover, consultancy provide various interventions that can aid organization in achieving its
end goals by managing changing and innovation. So, consultancy acts an supports to
organisation regarding the way it can promote innovation or make use of new method to
delivered better services to customer's.
Furthermore, it can be stated that the report has consisted of literature review that has
been gathered through several secondary sources so that useful information related to areas of
study can be derived. There are different research method that has been used to pursue the study
so that accurate and more reliable information can be gathered in limited time frame and
resources. So it can be stated that the overall the report has consisted of detailed related to
several factors that impact on business and its strategies and the way consultancy firm support in
achievement of end goals.

CHAPTER- 1 INTRODUCTION
Operational management is responsible for visualizing, analysing and managing the daily
operations in the organization. In order to analyse the negative aspects, the report will state the
various issues or problems faced by “The Marriott Hotel” one of the hospitality business in the
UK (Marriott, 2021). And in order to analyse the positive aspects, the report will also discuss the
various events the company organized in the hotel venue which develop a positive reputation of
the company among their customers. In order to analyse the internal and external environmental
changes and their impact on the hotel business, the report will use the SWOT and PESTEL
analysis tools. It is because it gives better awareness and understanding to the decision maker
related to the changes and impact of those changes in the business. It includes whether the
following changes is act as an opportunity or threat for the company. In continue to the same
context, this report will also put light on the various management techniques the operational
management of The Marriott Hotel company can adopt. It is required for the purpose of
improving the operations of the business. The report will also state what changes required in
operations and what operation needs to remain same on the basis of the SWOT, PESTEL,
positive and negative aspect of the analysis. In order to analyse the issues, the report will also use
the various financial index and data's from the company's financial performance report. After
that the report will also cover the solutions and findings company can address in the context with
the issues they face in order to smoothly operations of their business. Along with the solutions
the report will also state the desired outcome from each of the issues and findings of those issues.
At last, the report will also recommend the summary of those action plan to ease the report.

CHAPTER -2 SCOPE AND ANALYSES
“ Marriott Hotels” is one of the largest hospitality business in the UK having operations of
800 hotels located all over the UK and different countries of world. It is situated in different
cities, suburbs, and airports of the UK with more than 72000 rooms. The business was formed
in 1987 as Travel Inn, now completing the age of about 34 years (Peace, Chen, and Menon,
2018). The recent feedback the company receive from their customer is that the company did
not pay their refund which company take before lock-down as advance bookings. It is one of
the negative feedback for the company from the customer. The recent feedback from the
customer also includes positive aspect such as one of the customer says the manager, staffs,
house keeping and whole team was just amazing in their works (Freeman, 2020).
Their are various problems faces by the company in order to run the business in smooth
way such as cleanliness, sustainability, technology, meaningful experiences, excellent services
etc.
Following is the PESTLE analysis of Marriott Hotels.
Political 1. Brexit
2. UK's international relation with other
countries
Economical 1. Customer's weak economic position
2. Organizational profit margin
Social 1. Changing customer requirements
2. Increased expenditures for changes
Technological 1. Technological advancements like
contact less check-in and check-out
2. use of mobile application
Legal 1. COVID-19 lockdown
2. Government Penalties
Environmental 1. Develop positive image in front of the
customers

2. Increased expenditures
Political- Changing political conditions will make a significant impact upon the goal achieving
capability of the company and this can be seen in the case of Brexit in which UK's decision of
leaving EU has affected organizational sales (Kim, Kim and Park, 2017). However even though
it doesn't made a significant impact upon the trade taxes but still it affected the customer's
engagement with the organization and because of which its sales and economic growth were
affected. With that company also tend to provide its services in external geographic areas
because of which UK's changing international relation with other countries will affect the
organizational sales.
Economical- Company has to establish its pricing on the service in such a way that it motivate
customers to increase their engagement with that organization and also with that it must also tend
to provide company an efficient economic growth (Giousmpasoglou and Hua, 2016). This is
important for organization to ensure its sustainability within the changing market conditions and
ensuring it is being able to a“ Marriott Hotels” is one of the largest hospitality business in the UK
having operations of 800 hotels located all over the UK and different countries of world. It is
situated in different cities, suburbs, and airports of the UK with more than 72000 rooms. The
business was formed in 1987 as Travel Inn, now completing the age of about 34 years (Peace,
Chen, and Menon, 2018). The recent feedback the company receive from their customer is that
the company did not pay their refund which company take before lock-down as advance
bookings. It is one of the negative feedback for the company from the customer. The recent
feedback from the customer also includes positive aspect such as one of the customer says the
manager, staffs, house keeping and whole team was just amazing in their works (Freeman,
2020).
Their are various problems faces by the company in order to run the business in smooth
way such as cleanliness, sustainability, technology, meaningful experiences, excellent services
etc.
Following is the PESTLE analysis of Marriott Hotels.
Political 3. Brexit

4. UK's international relation with other
countries
Economical 3. Customer's weak economic position
4. Organizational profit margin
Social 3. Changing customer requirements
4. Increased expenditures for changes
Technological 3. Technological advancements like
contact less check-in and check-out
4. use of mobile application
Legal 3. COVID-19 lockdown
4. Government Penalties
Environmental 3. Develop positive image in front of the
customers
4. Increased expenditures
chieve desired organizational targets. But also with that it must also be assured that company is
having an efficient economic growth through which it can achieve high level of economical
growth which will ensure company's future improvisations to achieve organizational goals.
Social- Marriott Hotels have to closely analyse the changing market trends and customer's
changing requirements then on that basis it tend to develop organizational working. Such that it
is being able to achieve new and trendy crowd towards the organization which will provide
organization and efficient economic growth (Düerkop and Huth, 2017). This is important for
organization to achieve an efficient economic growth but also at the same time this will also
increase the organizational expenditures for making changes because of which it must develop
and identify creative ways through which appropriate changes can be made while reducing the
capital investments.
Technological- Marriott has to ensure that company is able to integrate technological
advancements in its work area through which it can improve the quality of services which
customers are achieving with the organization. Due to which the company can implement
contact less check in and check out services to its customers in which they can directly go into

their rooms without contacting with the desk manager. With that it can also increase its
engagement with the mobile application so that customer can segregate the level of services
which they want to achieve and can take the appropriate plan accordingly (Akkanen, 2017).
Legal- Organizations like Marriott have to develop and improvise their working strategies
according to the legal legislations through which it can ensure that company is able to fulfil all
the required work related criteria introduced by the government. This is important because if
the company is not being able to develop organizational working strategies according to the
legal legislations then it have to face penalties. This can be seen during the present time of
COVID-19 in which the government has to introduce total lockdown, which made a significant
impact upon the working productivity of the organization and affected its economic growth.
Environmental- Marriott Hotels have to make several efforts through which it can minimize
the negative impact which is being established upon the environment. Through this effort
company will be able to develop a positive image in front of the customers will influence them
to increase their engagement with the organization and will also increase their loyalty towards
the organization. But also at the same time this will increase organizational expenditure to be
made for improvising the working conditions, however it can use this expenditure from
promoting itself and its services to the customers.
SWOT analysis- Following is the SWOT analysis of Marriott
Strength 1. High organizational brand awareness
2. Strong economic background
Weakness 1. Increasing negative reviews from
customers
2. Limited employee's productivity
Opportunity 1. Increasing involvement with
technological advancements
2. Improvisations to attract specific
selected customer.
Threat 1. Changing customer requirements
2. Increasing market competition

Strength- Marriott tend to provide its organizational services in various geographic areas and
because of which is being able to implement diversity in its customers count and because of
which is being able to achieve high organizational sales (Turner and et.al, 2017). Due to high
organizational sales company is able to achieve an efficient economic growth because of which
it is empowered to implement appropriate changes in its work productivity such that it is being
able to achieve desired organizational target.
Weakness- Even though company is being able to achieve high organizational sales and
manages to implement customer diversity but still is not being able to improve the level of
services which the customers are having and which can be seen in the increasing negative review
or company on online reviews sites. With that organizational employee work force is also not
being able to maintain the uniformity in level of quality which is to be provided to the customers
because of which is affecting customer experience with the organization.
Opportunity- Marriott Hotels can increase its involvement in implementing technological
advancements in the work area through which it can establish effective communication bridge
among its employees so that employees can implement changes in their working strategies
according to the requirements. This will also enable organization to develop organizational
working in such a way that it is being able to attract specific targetted audience.
Threat- Changing customer requirements is a high level of organizational threat for the
company because it has to make sure that is able to attract customers towards the organization
for achieving increased organizational sales and customer loyalty (Asadi and et.al, 2020). With
that increasing market competition is also another threat for Marriott because increasing market
competition will affect the customer count and therefore organizational sales will be affected.

CHAPTER -3 MAIN BODY
Ways for improving organizational operations
It is important for organizations that it is able to improve the overall working condition of
the organization by which it can ensure that it is able to achieve desired target and develop a
positive image in front of the customers such that they are being assured that they are able to
achieve high level of work productivity. This improved working capability will not only develop
a positive organizational image but also will contribute its efforts for increasing customer loyalty
by which company can concentrate its efforts for attracting new customers towards the
organization. The management team of hotel need to very effective in working and ready for any
uncertainty that are arises at hotel. To solve the problems of customers in a manner that not
affect the experience of staying in hotel by proper training and development of each staff
member of company who are dealing with customers directly or indirectly. Management also
involve in soling quires through online which increase the satisfaction level of customer and
attract them for experiencing the services of Marriott.
Staff training program is an effective way through which Marriott Hotels can establish
synchronism between employees so that customers can achieve a uniform level of
organizational services which will motivate them to increase their engagement with the
company. Also at the same time staff training will also empower customers to provide
feedbacks on the basis of experience which they achieve during their engagement with the
organization. But it also increases the cost of company that can affect the financial budget at a
time of less demand for hotel industries. Feedback provided by the customers can be utilized
for identifying the weak areas which is affecting the customer experience and thus on that basis
concentrated efforts can be established for improvising the quality of work process and
achieving efficient organizational targets. It makes the experience more blissful for the
customers by improving in a manner from feedback from customers that most of them are
looking for. However, sometimes it also affects the company's reputation in market and also
affect directly to their loyal customers that are connected with Marriott hotel. Some rumours or
some activities can easily goes against the hotel goodwill in all over the world.
Marriott Hotels has to ensure that organizational operations are being improved for
ensuring the company is able to achieve an efficient competitive edge within the market.

Through which it can achieve high level of work productivity and ensure that organizational
work related targets are being achieved.
Management technique-
Increased communication among employees, is a management approach through which
it tends to ensure that employees are able to collaborate their efforts for achieving a common
target through which it can achieve high level of work productivity. This is important for
organization that employees are able to analyse the level of work rate which is being required for
ensuring the company is able to achieve its desired target. Proper co-ordination with all
department can also reduce the chances of failure of task or any activity. It also helps to save cost
and time through communicating directly to consult person. Sometime flow of communication
had interrupted the channel by staff or employee by not flowing the proper structure and action
made with individually. So, Proper flow of Communication from top to bottom level of
management is very important for a smooth flow of information and shows the strong channel of
passing the information with systematic manner. Communication channel also assist staff to
solve the complaints and queries of their customers at arises at any situation and time.
Organizational team, is a creative work operation improving process through which it
can make sure that company is able to achieve the desired target and thus organizational team are
developed such that each team member is having a unique personal skill through which the
productivity of the team can be increased. Through these organizational teams, company can
ensure that employees are able to implement the required work procedure on the ground level by
which level of services to the customers are increased. Through this improvisation company can
make sure that customers are able to achieve best in class services and this also tend to provide
an efficient competitive edge to the organization. It also increases the services of hotels and
creates healthy environment within Organization that increase the reputation towards their
customers. While, management also face some of the difficulties to achieve the target goal due to
conflict between the team members or with manger that lead to increase in cost and found
difficult to manage the things.
Updated Technology use by hotel can help in many ways to satisfy customer with unique
experience and feels safe and secure to each customer and employees too. Technology used for
booking rooms and managing the guests in all hotels, for security and safety of customers
luggage and their valuable things. High technological gadgets like Wi-Fi, digital conference