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Marriott international hotel was started in the year 1957 by its founder J.M Marriott. Marriott international hotel has spread all over the world with over 65 countries and boast of over 20 billion dollar in sales. The mission of the hotel is to offer quality services to its customers without discrimination.
One of the key areas that Marriott international hotel specializes in is to offer quality customer services in order to be ahead of its competitors. For any hotel to be able to thrive in the field of hospitality, it must be in a position to offer the best services to its customers at any given time. Customer interests must be placed in the first line by training all the workers who in turn will offer quality services to the customers according to the set standards.
According to Mr. Gordon Lambourne, the Vice- President Marketing Public Relations, he emphasize that, for the hotel to survive in this field of hospitality, they must ensure their hotels are designed in a way that will meet all the needs of customers from various parts of the world. Under this initiative Marriot international hotel has built hotels with extended stay categories such as Marriott Execu-stay to cater for diplomats and executives who pay visit or have diplomatic meetings.
The hotel also has Marriott vacation club to offer services to various customers having vocational tours, Marriott time share properties and Ritz-Carlton to cater for business and other customer needs. Each section has its own distinct and personality style to serve its customers and ensure that each customer is satisfied by the services offered. Each hotel under Marriott international hotel shares the same identity brand, which has enabled the hotels to thrive all over the world and stay focused in maintaining quality services to their customers. In each hotel the hostess and other workers are given mandate to maintain the values and standard services set by the hotel at any given time.
This is another area that Marriott international hotel has capitalized in so as to ensure that it stays ahead of its competitors. Communication is a key section in any business working towards its success. Marriott international has ensured that it maintains the best communication system by ensuring all customers are served according to the language that they understand well. The chain of communication is simplified to ensure customers and hostesses have better communication channels.
This ensure that customers can book hotel rooms when they are still in their own country and find a well organized place according to their request. Good communication channel ensure that customers are served at the right time without any delay or causing any inconveniences. The management has ensured customer are able to book for rooms in various sections at any given time, the communication system is well organized to ensure that there is no confusion and customers are served by attendants who understand their languages.
Customer feedback is another key area in which Marriott international relies on to assist in improving the quality of services it offers to its customers. According to the marketing public relation vice-president, he insists that feedbacks given by customers have enabled Marriott international hotel to stay in focus and develop its services to a higher level where customers feel satisfied. He further suggests that both positive and negative feedback plays a major role in developing and expanding the services offered to customers (Marriott Commercial 5).
For business to compete effectively with its competitors it has to observe at least three key features as explained by Mr. Gordon Lambourne the vice- president of Marriott international hotel. The three key features include customer services, communication and feedback. The three features should be treated with a lot of concern as they determine the success of the business.
Marriott Commercial. Marriott commercial video. Web.