Introduction
About Marriott International
Marriott International is considered as one of the prime hoteliers because of their quality service and their attention to detail. The Marriott Hotel Chain is also the world's largest hotel and resort enterprise, with around 580 hotels and resorts in over 60 countries. The hotel chain also manages residential and timeshare properties all around the world that it operates or franchises including The premium Delta Hotels and Renaissance Hotels brands, as well as its flagship Marriott Hotels & Resorts, the Ritz-Carlton, W Hotels, The Luxury Collection, and JW Marriott luxury brands, make up the company's 1.4 million-room hotel portfolio.
Task
The Question that needs to be answered at the end of the Quest with the help of the Web. What are the quality-related organizational activities that are being implemented to improve performance? Join us as we explore how they use TQM to success!
Process
TQM for Marriott International
Marriott’s Vision Statement: “To be the world’s favorite travel company.”
Marriott’s Mission Statement: “To leave a legacy of excellence in the service business.”
Marriott International desires to attain a remarkable achievement in the hospitality industry on a worldwide scale; thus, the founders intend to present a vision that is simple to perform, easy to understand and execute throughout the company. Along with this is their mission to be the world's preferred leisure company. This vision, combined with the company's work ethics and culture, allowed the company to attain its current level of success. Despite this, the company implemented Total Quality Management to maintain its overall performance.
Quality Statement:
"We achieve our goal through a company culture of skill and competence within the framework of a Quality Management System that accords with the principles of ISO 9001." (Marriott International)
As one of the leading hotels in the world and a well-known provider of high-quality services, Marriott International has implemented a holistic approach of systematic Total Quality Management. This approach ensures that the increasing target customer receives the highest quality services. Moreover, Marriott International has continued to utilize the whole quality management system for numerous years to effectively manage and maintain the long-term existence and development of the company through client satisfaction. Multiple methods have been implemented to safeguard the long-term viability of the holistic approach they established.
Evaluation
Operational Performance
Marriott International has implemented a systematic effort to minimize their water and energy usage as they have grown over the years. Marriott International's environmental performance is a significant concern for the corporation, and they set their first long-term environmental targets in 2007. With the changing environment and greater demands on natural capital and resources, an ever-increasing number of customers, associates, and external stakeholders want to know about and participate in their efforts to manage their hotels in a more sustainable manner.
Customer Satisfaction
According to statistical data found in 2019, Marriott International scored highest overall in customer service and accessibility, topping YouGov’s first-ever analysis of brands against Hilton, Holiday Inn, and even some of Marriott Hotel’s other brands including its mid-market Courtyard, Fairfield Inn & Suites were among the list - all under the same administration.
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Reservations to Room Service
Marriott International has an efficient way of showcasing a guaranteed 360° view of their respective amenities and facilities. This will allow guests to easily book their check-ins and check-out reservation (can also be accessed through Marriott mobile application) while giving the complete details of their payment. Moreover, most Marriott Hotels own airport shuttle service that picks up guests to and from the airport. This service does lessen any hassle from occurring and instead delivers comfort and convenience.
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GuestVoice Program for Customer Feedback
One tool that has been incredibly helpful in determining guests' insights is the Marriott guestVoice. It is a customer feedback program that happens in real time - offering a survey that enables visitors to provide their input directly to the management. GuestVoice is also linked to social media feedback, therefore giving Marriott the benefit to better understand norms, trends, customer dissatisfaction, and the latter. GuestVoice being launched serves as a revolutionary tool to collect data and develop effective marketing strategies based on consumer information - giving way to further modify the ever-changing customer experience.
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Memberships and Loyalty Reward Programs
Marriott International has launched both Marriott Bonvoy and Moxy Hotels to better offer a full travel experience to its guests. The hotel has targeted the typical Airbnb service by accommodating more towards younger guests. Curating a more local and experiential vibe, Moxy Hotel includes a “bar, small but smart bedrooms, and vibrant social spaces with bold programming to plug and play.” On the other hand, Marriott Bonvoy is one of the biggest hotel programs in the world. Every cent spent during their stay equates to more points being added plus “elite levels” which a customer can attain. Each level is given an increased amount of several advantages and benefits.
Employee Satisfaction
Businesses worldwide are developing new strategies to maintain quality and improve employees' satisfaction. As one of the pioneer hotels in the hospitality industry, Marriott's core values include "putting people first, pursuing excellence, embracing change, acting with integrity, and serving our world." For further information regarding Marriott International Core Values: https://hotel-development.marriott.com/our-story/
Therefore, Marriott's employee engagement culture is based on the company's DNA. "If you take care of your employees, they will take care of the customers," J. Willard and Alice S. Marriott said as they established their first store in Washington, D.C., in 1927.
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TakeCare Movement
Up until now, TakeCare Movement is still the core principle of Marriott's environment and the foundation of the company. TakeCare has been more than mere programs and initiatives; it is an attempt to produce a business culture that encourages each employee to cultivate a sense of satisfaction and welfare from a hotel front desk employee to the CEO of Marriott headquarters. The term 'welfare' pertains to a person's physical, emotional, and financial well-being, as well as how employees engage with fellow employees and the contribution they make to the community.
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Corporate Diversity
Marriott International’ promotes the "UNITY and Family" as the foundation of their diversity and inclusion. Through this, the company creates an inclusive workplace through UNITY which actively engages in initiatives to develop a diverse and inclusive worker, owner, visitor, and supplier base, and effectively supports the recruitment, retention, and advancement of all employees.
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Marriott Behavioral Management Approach
Based on Marriotts' core value, we can interpret that they utilized Behavioral Management theory to manage their employees. In correlation to this, Behavioral Management Theory is defined as the study of how management should act in order to motivate employees and support them to attain high-performance levels and commitment to the company's goals (Jones & George, 2011). Mary Parker Follet and J.W. Marriott both believe in learning management; hence, their management perspectives are identical. In relation to organizations, Mary Parker Follett emphasized that the conception of authority includes top management, employees, and other stakeholders influencing one another. She recognizes between power over and power with and co-active instead of coercive power (Smith, 2002). On the other hand, the principles of Marriott behavioral management method enable employees to effectively analyze and design opportunities to optimize job responsibilities operation, making a significant contribution to the company.
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Philosophy and Structure of Management
J. Willard Marriott embodied Marriott's corporate culture and managerial style. These principles involve concern in all employees, practical-oriented management, also an unwavering dedication to exceed customer expectations by quality, service, and hospitality. Marriott's Management Philosophy encapsulates the fundamental concepts that have contributed to Marriott's success. Thus, Marriott's rules, processes, as well as other management systems are all centered on this philosophy.
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Task Environment
Marriott's management believes that success in the company depends on the clients' experience and hospitality provided by the employees. They also see the importance of this effect and the tendency to positively impact employees, enabling them to improve professionally and individually. Furthermore, Marriott's philosophy is to scrutinize after their employees in order for them to look after their clients. By this notion as a core principle for the company, Marriott places high value on attracting, engaging, and maintaining the highest quality competencies. Besides this, Marriott promotes an environment that nurtures professional and personal growth. Employees are compensated for and have accessibility to well-being services, enabling them to create a basis for developing environmental and social relations.
In addition to this, Internal quality service, defined as employee satisfaction with the service conducted by internal service operators, showcases that, although job satisfaction does not necessarily directly transform into client satisfaction, companies seldom have client satisfaction without satisfied employees. Marriott management collaborates with employees to assess and improve overall organizational performance by allowing them to provide constructive criticism during managerial evaluations and conducting skills and behavioral training (Hallowell, Schlesinger, & Zornitsky).
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Communicate effectively with employees
"It is essential to listen to employees, to ask them questions, to greet them with a 'Good Morning,' to inquire regarding their families, and to learn about their goals, desires, and work motivations." (Marriott International)
Marriott believes that management should regularly gather their team and ask, "How are we performing?" and "How can we help in improving?". To ensure that the communications process is effective, it is critical to listen to and act on the messages to those concerns. Employees need to understand how much management values their suggestions and insights. Marriott is dedicated to involving its employees in all decisions that may affect the business. The management also claims that involvement in communication will lead the employees to be more driven, passionate about their jobs, better at work, and substantially more competent. During the company's early years, founder J. Willard Marriott was familiar with most of his employees by name. Until today, Marriott's top management made an extra effort to communicate with others through frequent property visits, memos, and occasionally scheduled conferences. Despite the company's growth, the approach of top executives in recognizing each employee has become unfeasible. On the other hand, employees require an understanding of value and engagement.
You can open this link for further information:
https://www.marriott.com/marriottassets/Media/PDF/DEI_Infographic_May_2021_LV4.pdf
Social Benefits
Employee Welfare and Benefits refers to the various facilities, benefits, and services provided by the employers to their employees. Marriott is committed to servicing its employees and one of the ways they do this is by providing them with Employee Welfare and Benefits. Employee benefits and welfare do not have to be monetary, but they could be in any form (Ashkanasy, Wilderom, & Peterson 2011).
Transportation or house allowances, food and medical insurance, improved working conditions, employee safety, and other advantages are among the various welfare and benefits available. Employee well-being, according to Marriott Hotels & Resorts, is one of the most important factors in motivating employees since it gives them a sense of belonging to the company and improves their job satisfaction. Employees and teams at Marriott Hotels & Resorts receive several perks as a result of their outstanding performance. One of the advantages of working at Marriott is that they prioritize their employees’ well-being. David Rodriguez, Marriott International’s global chief HR officer and 2019’s HR Executive of the Year, says the future success of the hotelier’s business is completely dependent on its ability to foster a sense of well-being among employees.
Furthermore, employees' well-being is now reflected by wage cuts for top executives to bring the company through the COVID-19 crisis, and the company's health insurance is still provided to furloughed workers. Marriott is a major employer of veterans, ethnic minorities, workers with disabilities, and other underrepresented groups in today's workforce, despite the crisis. Birth mothers can take up to 15 weeks of paid parental leave, while dads and adoptive parents can take up to eight weeks of paid parental leave, according to the company. Marriott's efforts have paid off in the end. Marriott has established itself as a brand that people praise by putting so much emphasis on employee satisfaction. Aside from that, Marriott also offers Life Insurance, Vision Insurance, Temporary Disability Insurance, Accidental Death, Dismemberment Insurance, Dental Insurance, Severance Pay, Long-term Disability Insurance, and Health Insurance to their employees as well as Retirement & Financial Benefits for their senior employees including 401(k) Plan and Defined Contribution Pension Plan.
You can open this link for further information:
https://www.payscale.com/research/US/Employer=Marriott_International%2C_Inc./Benefits
Financial Performance
Marriott International had also increased its debt significantly. From 2019 to 2020, issuance of long-term debt increased 159.4% and repayment of debt increased 126%. Marriott borrowed the maximum amount of $4.5 billion under its credit facility during 2020 in an effort to maintain its liquidity. Before Marriott had repurchased a large amount of treasury Stock. Marriott International, Inc. is a global hospitality company founded in 1927. From the years 2016-2019, revenue had been increasing for Marriott. The increase in Marriott’s revenue during these years was due to the additions of new properties across the world, including the acquisition of Starwood Hotels & Resorts Worldwide in 2016. From 2019 to Marriott International, Inc. is a global hospitality company founded in 1927. From the years 2016-2019, revenue had been increasing for Marriott. The increase in Marriott’s revenue during these years was due to the additions of new properties across the world, including the acquisition of Starwood Hotels & Resorts Worldwide in 2016. From 2019 to 2020, revenue decreased 49.6%.2020, revenue decreased 49.6%. Marriott’s reported operating loss totaled $128 million in the 2020 fourth quarter compared to 2019 fourth quarter reported operating income of $274 million.
Total quality Management of Marriott Hotels (by viewing it via Principles and practice of TQM) :
- A committed and involved Management;
- Unwavering focus on the customer;
- Utilization of the entire workforce;
- Continuous improvement;
- Treating suppliers as partners;
- Establish performance measures for the processes.
Conclusion
In conclusion, Marriott is one of the world's largest hotels, and it has adopted a comprehensive Total Quality Management system. This approach is designed to ensure that as the client base grows, the greatest services of the highest quality are provided.
Marriott Hotel is certainly not unique, and other hospitality businesses face the same challenges. But, throughout the years, we can definitely see how this particular hotel has been remarkably successful in curating new innovations and delivering both employee and customer satisfaction.
Credits
Al-rabi, A. (2019, February 20). Marriott "The Moment of Truth". LinkedIn. Retrieved February 15, 2022, from https://www.linkedin.com/pulse/marriott-moment-truth-ahmed-al-arabi
Bethesd. (2021, February 18). Marriott International Reports Fourth Quarter 2020 Results. Marriott News Center. Retrieved February 15, 2022, from https://news.marriott.com/news/2021/02/18/marriott-international-reports-fourth-quarter-2020-results
Gibbons, S. (n.d.). 3 Things You Can Learn From Marriott About Taking Care Of Employees. https://www.forbes.com/sites/serenitygibbons/2020/04/30/3-things-you-can-learn-from-marriott-about-taking-care-of-employees/?sh=144a3b2c2bca
Hotel Tech Report. (2022, January 26). Guest Voice at Marriott: How Does the Program Work? Hotel Tech Report. Retrieved February 15, 2022, from https://hoteltechreport.com/news/guest-voice-marriott
Jill. (2020, June 5). Marriott Hotel example: how a satisfied customer can become a loyal customer! Customer Engagement Management in Tourism. Retrieved February 15, 2022, from https://customerengagementmanagementintourism.wordpress.com/2020/06/05/marriott-hotel-example-how-a-satisfied-customer-can-become-a-loyal-customer/
Jones, G. R., & George, J. M. (2011). Contemporary Management (Seventh Edition ed.). New York: McGraw- Hill/ Irvin.
Krajewski, L., & Guide, S. (n.d.). How Marriott's Personalized Customer Service Strategy Wins Loyalty. Sharpen. Retrieved February 15, 2022, from https://sharpencx.com/blog/marriott-customer-experience-strategy/
Lepla, A. (2016, August 18). Marriott International Shares Its Secret To Driving Employee Engagement. LinkedIn. Retrieved February 15, 2022, from https://www.linkedin.com/business/talent/blog/talent-engagement/marriott-international-shares-secrets-to-driving-employee-engagement
Marriott. (n.d.). Marriott Leads the Way to Customer Satisfaction. Retrieved February 15, 2022, from https://dta0yqvfnusiq.cloudfront.net/slsglobal/2015/11/CPP-marriott-Case-study.pdf
Marriott. (2015). ENVIRONMENTAL PERFORMANCE. Marriott. Retrieved February 15, 2022, from https://www.marriott.com/marriottassets/Multimedia/PDF/CorporateResponsibility/serve360/2015_EnvironmentalPerformance.pdf
Marriott International. (n.d.). Marriott International Serve360: Sustainability and Social Impact. Retrieved February 15, 2022, from http://www.marriott.com/corporate-social-responsibility/corporate-responsibility.mi
Marriott International. (n.d.). Core Values and Heritage. Marriott. Retrieved February 15, 2022, from https://www.marriott.com/culture-and-values/core-values.mi
Marriott International. (n.d.). Diversity and Inclusion Programs & Initiatives. Marriott. Retrieved February 15, 2022, from https://www.marriott.com/diversity/diversity-and-inclusion.mi
Marriott International. (n.d.). Moxy Hotels. Marriott News Center. Retrieved February 15, 2022, from https://news.marriott.com/brands/moxy-hotels/
Marriott International, Inc. Benefits & Perks | PayScale. (2022, January 31). Payscale. Retrieved February 15, 2022, from https://www.payscale.com/research/US/Employer=Marriott_International%2C_Inc./Benefits
Marzilli, T. (2019, October 21). Marriott No. 1 in hotel customer service, according to YouGov data. YouGov. Retrieved February 15, 2022, from https://today.yougov.com/topics/travel/articles-reports/2019/10/21/marriott-no-1-customer-service-according-yougov-da
Smith, M. K. (2002). Mary Parker Follett: Community, Creative Experience and Informal Education. Retrieved from https://infed.org/mary-parker-follett-community-creative-experience-and-education/
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Teacher Page
Course: TOTALQM – OHHM1
Task: Week 4 Assessment
Submitted to: Ms. Tisha De Belen
Submitted by:
FERNANDO, Mahauries Nollen P.
MABALLO, Michael Jude
MAGHIRANG, Miguel Angelo M.
XAVIER, Judelyn Cecilia S.
YONGCO, Shannen Ryanne