MARRIOTT INTERNATIONAL TQM

Introduction

Marriott International is well-known for its hospitality services all over the world. Marriott, which has been in business since 1927, has over 7,642 franchises worldwide as of early 2020. Marriott has risen to the top of the list over the years and is regarded as one of the best firms in the industry by hoteliers. As stated in their core values, Marriott aims to pursue excellence in customer service, to put people first, and to embrace changes in innovation with new global trends and experiences. Marriott International has worked hard over the years to improve their customer service in order to provide customers with a high-life luxurious and memorable experience.

Task
  • You should be able to do the following by the end of this WebQuest:
  1. Have knowledge about Marriott International.
  2. The kind of services Marriott International provides and,
  3. Determine what TQM activities they engaged in that aided them in receiving such accolades.

 

Task: 

Tasked to create an WebQuest showing TQM being implemented in Tourism related companies.

 

Goals:

Persuade and demonstrate to your classmates how Total Quality Management can help a company succeed by demonstrating how it helped Marriott International succeed.

Process

STEP 1: OVERVIEW OF MARRIOTT INTERNATIONAL:

  • Marriott's Vision, Mission, and Core Values
  • What techniques and organizational actions did Marriott employ to implement total quality management?

 

For over 100 years Marriott International has served and maintained a worldwide success in hospitality via adherence to the vision and mission of the founders of the firm.

 

The company's vision statement for Marriott International is as follows:

“To be the World’s Favorite Travel Company.” and “Spirit to serve the customer.”

 

And the mission statement for Marriott International is as follows:

“To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experience.”

 

Marriott International continues to seek creative methods of serving its clients, creating opportunities for its workers and increasing its business. The firm which originated as a Nine Seat A&W Root Beer Stand is regarded now as the top employer and is known for its exceptional business operations, which it carries out on the basis of five fundamental values.

 

Strategies:

Service Strategies

With regard to the service supply, Marriott International's concept is founded on its motto "Spirit to service the client." Marriott's concept is to serve its consumers via his staff, since they think that they would take good care of their customers when employees are well-treated and managed. The Marriott Hotel also provides feedback to its customers. This enables management to understand what has to be changed in the hotel, whether it is the service or if the management is able to analyze the comments obtained by the different customers staying at the hotel.

 

Marketing Strategies

1. The M Live Studio

M Live enables Marriott to communicate more directly with customers and to participate in one-on-one discussions on social networks, where travelers are already engaged. "We have turned the tables from generating generic content distributions to thousands of visitors to listening and making use of a moment that is meaningful and shared among thousands of guests," says Matthew Glick, Senior Director of Global Creative and Content Marketing. He said, "We can not only uncover these moments in which to interact with customers rapidly, but also identify chances for memorable and sharing experiences by brand, discipline, market, and channel."

 

2. The launch of “Snapisodes”

Marriott Rewards, a prize-winning Marriott International reward program, opted to work with Snapchat and brought the four-part original 'Six Days, Seven Nights' series, which displays Marriott's luxury new hotels, to social media. Specifically for the most expanding social media and to draw attention from the younger generation was the new, four-part original series "Six Days, Seven Nights."

 

3. Creates loyal customers through Marriott’s app

The app allows people to simply check in and depart. Marriott is always working to make the guests' experiences memorable and gratifying by providing them with greater services and innovations.

 

to learn more about them: 

https://www.marriott.com/marriott/aboutmarriott.mi

 

STEP 2: WIDEN YOUR KNOWLEDGE ON TOTAL QUALITY MANAGEMENT

  • What is Total Quality Management?

  • Why is it important in the tourism and hospitality industry?

  • How does Total Quality Management affect the company’s success?

Total quality management encompasses the company's general quality measures, such as quality development and quality control, as well as the most essential aspect: ensuring the company's services are of high quality. TQM may have a significant and beneficial influence on personnel and organizational development. Companies may build and sustain cultural values that will benefit consumers and the firm in the long run. TQM's emphasis on quality also aids in identifying staff skill gaps and the training, education, or advice required to close them.

 

In Marriott International's success, total quality management has played a significant and important role. The vision, purpose and core values of the firm are centered on efforts to enhance quality and performance to meet or overcome customer demands such as continuous improvement, strong client support, the employment of skilled and diverse staff and the provision of one of the finest lodging services. Marriott International is able to retain its success with this quality management strategy and continues to offer one of the most successful products in the business.

 

to further understand the concept of TQM:

What is Total Quality Management:

https://asq.org/quality-resources/total-quality-management

 

Total Quality Management:

https://searchcio.techtarget.com/definition/Total-Quality-Management

 

STEP 3: RESEARCH & ANALYSE THE TQM WITHIN MARRIOTT INTERNATIONAL

  • Examine how the TQM concept reflects Marriott International's management and organizational structure

  • Identify the actions of Marriott International in its operations by specific TQM activities.

 

TQM Activities: How Marriott's Core Values are Reflected in their TQM Activities

  1. Acting with Integrity

Marriott International is committed to setting strict ethical and stringent legal standards on all aspects of its operations, from human rights to social sustainability. In this respect, they always abide by their values in order to ensure that they deliver excellent products and services.

 

You may refer to the attached link below for more information or you can make your own research too:

https://graduateway.com/total-quality-management-of-marriot-international/ 

 

  1. Putting People First

Marriott International thinks that it is vital to treat and respect workers as a family since the company cannot work without them. Their secret to success is to provide their staff with equal opportunities for achievement. Once hired, Marriott provides all area managers rigorous training. The major aim is to ensure that the management of the firm is fully informed about how high-quality services may be provided.

Despite certain strong social headwinds that may have slowed down their progress, Marriott persevered in the people-centered strategy. A few years after J.W. and Alice Marriott started their firm, the Great Depression arrived. Consequently, J.W. and Alice used a staff physician to guarantee their workers were well looked after. Behind this, there were two causes. They cared about the well-being of their employees and wanted healthy and reliable personnel. They felt that their personnel would be able to provide their clients the type of service they wanted if they had access to great medical care.

Marriott is one of the leading employers in modern working groups of veterans, ethnic minorities and persons with disabilities. The business also guarantees a work-life balance by giving weddings and adoptive parents with up to 15 weeks' paid parent leave and eight weeks.

The initiative starts by a new hiring orientation program for all staff to guarantee that new personnel have the skills they need to perform effectively. The objective of the program is to bring the brand, culture and your specific hotel / area into familiarity among new employees.

According to Marriott, every employee is trained for 15 minutes every day. The course focuses on the essential skills and information that employees need to acquire to do their tasks, such as cooking, catering and purchasing.

 

You may refer to the attached links below for more information or you can make your own research too:

https://www.forbes.com/sites/rasmushougaard/2019/03/05/the-power-of-putting-people-first/?sh=713170a1aff8

https://www.forbes.com/sites/serenitygibbons/2020/04/30/3-things-you-can-learn-from-marriott-about-taking-care-of-employees/?sh=5845c51a2bca 

https://www.hotelmanagement.net/human-resources/hr-marriott-employee-training-and-development-program 

 

  1. Embracing Change

Life and people are always changing and the hotel business therefore confronts so many challenges; hotels in Marriott offer new experiences to bring its visitors returning. Despite Marriott's lengthy presence in the industry, they have constantly embraced modern approaches for complete quality management to address the challenges in challenging economic times. In order to deliver new experiences, brands and other solutions to satisfy their customers' expectations, Marriott is committed to continually innovating and adapting to changes.

Marriott's personnel participate in conversations aimed at enhancing services during their leisure or relaxation time. The delivery of training programs to enhance the efficiencies of all staff is another practice which has contributed to the success of this comprehensive system. As technology develops, customer requirements change in company as well, which is why these training sessions are so important for employees to remain relevant. Another aspect is that they break down the limits between the job areas of the employee; if an employee observes that something is not done and the manager is not there, they ought to take care of it first.

 

You may refer to the attached link below for more information or you can make your own research too:

https://ivypanda.com/essays/total-quality-management-report/

 

  1. Serving our World

Marriott took the way to have a good and sustained influence on other companies in accordance with the ethos of Marriott to serve the community. You have a 360 serve program. This program focuses on the several ways in which they may assist reach the UN's sustainability objectives by 2025. This is the worldwide duty of Marriott, his own manner of dealing with one of the world's most serious problems.

 

You may refer to the attached link below for more information or you can make your own research too:

https://serve360.marriott.com/welcome/

https://www.hospitalitynet.org/news/4102048.html

https://www.prnewswire.com/news-releases/marriott-international-unveils-global-sustainability-and-social-impact-commitments-to-deliver-positive-change-300546546.html

https://www.ecolab.com/stories/marriott-sustainability-goals-for-2025-and-beyond

 

  1. Pursuing Excellence

Marriott International has made exceptional customer service the number one objective. The passion of Marriott to serve its guests simply demonstrates their customers' worth. It is open to innovation and creativity in servicing and responding to the requirements of its consumers. Indeed, they are proud to know that Marriot's unique combination of quality, consistency, personalized service and recognition can be used by their guests nearly anywhere they go or whatever brand their visitors select for their Marriott.

 

To discover various measures Marriott took to further improve their customer services:

https://silo.tips/download/marriotts-customer-focused-e-business-strategy

https://customerengagementmanagementintourism.wordpress.com/2020/06/05/marriott-hotel-example-how-a-satisfied-customer-can-become-a-loyal-customer/amp/

 

 

To read about Marriott’s customers feedbacks on their services:

https://www.bizjournals.com/bizjournals/how-to/marketing/2014/03/howmarriott-can-make-its-customers-fall-in-love.html

https://putnam-consulting.com/practical-tips-for-philanthropists/what-i-learned-about-customer-service-from-marriott/

 

To know more about Marriott’s dedication to offer outstanding customer services:

https://marriott-hotels.marriott.com/experience/

https://iide.co/case-studies/marketing-strategy-marriott-international/

 

  1. Service Quality

Marriott International has a management structure that acknowledges the possible effect of providing consumers with high-quality services. This awareness continues to enhance the quality standards of the most competitive firms on a regular basis. Marriott Hotel International has been trying for many years to employ the entire quality management system to handle and secure long lasting customer satisfaction survival and expansion. Several efforts have been taken to ensure that they adopt a comprehensive approach.

The firm has increased its productivity by enhancing its customer coverage, enabling all its staff to participate and feel like it is part of the whole organization. This approach inspires workers to help enhance the many processes, services and a long-term culture of the firm. Marriott International has mandated an annual examination of all properties as part of its compliance plan for Quality Assurance.

 

for more information or you can make your own research too:

https://ivypanda.com/essays/total-quality-management-report/?fbclid=IwAR0DAty4cSQtGD1Uc_GlhiwCor_ewm1amWLDoGAi68Q2duWZwNFwfFsXCkE

https://www.linkedin.com/pulse/quality-hospitality-marriott-hotels-case-study-tsvetan-bankov?fbclid=IwAR0Cmzn3wqBZ-I91gIcbfB-DpUGD1FUYv5OXmdHKIN9DEaSM3ZBUoJYv-NI 

 

STEP 4: RECOGNITIONS / AWARDS OF MARRIOTT INTERNATIONAL OVER THE YEARS

  • Research about the achievements of Marriott International 

  • Explain how TQM has helped Marriott International obtain these recognitions/awards

  • Summarize how TQM has contributed to the success of Marriott International

 

You can view the list of recognitions/awards received by Marriott International on this website:

https://news.marriott.com/awards-recognition

Conclusion

The FORTUNE report states that, in terms of innovation, the management of human resources, asset use, social responsibility, quality of administration, financial stability, long-term investment value and competitiveness, the Marriott International is the world's most admired company. It leads the service sector with outstanding strategies and management that has brought them to the foreground. Then you'll realize how wonderful Marriott International is once with the creation of the infographic. "It is the small thing that makes large things possible," stated J. Willard Marriott, Marriott's founder. The operation is top class only because of the precise intricacies of each procedure." Congratulations and may you pay special attention to Marriott International's successful details. 

 

 

Credits

References:

Teacher Page

Course: TOTALQM - OCHA2

Task: Week 4 Assessment Task - Webquest

Submitted to: Ms. Pino, Michelle

Submitted by:

Aragon, Zainnah Jean