Marriott International Inc. is the world’s major tour corporation, it offers a matchless option for visitors and guest and drive unrivaled worth for shareholder. With the extensive collection of the brand, strong sales, and marketing program, and a worldwide size that operational efficiencies, the owners of this company are benefiting from an obvious spirited benefit and chance to magnify each investment of the hotel. The luxury collection offers a gateway to the most thrilling and desirable destination (Marriott.com,2018). Marriott hotel is a unique representation of its site and a fusion of faultless luxury service and captivating, genuine experiences. The distinct brands of Marriott hotel offer tremendous installment and scope of development options globally. The powerful portfolio of the Marriott hotel offers visitors and owner the correct product in the correct place international.
Differences between the responsibilities of the room division department in luxury and budget brands
The housekeeping department is the main in effectively all hotel property. The functions of the workers include housekeeping of the rooms. These people are the cleaners who clean the guest room. There are housemen who cleaning activities and they also did manual labor that is difficult for the housekeepers. Other supervisors are the inspectors who in fact examine the job done by the space followers. The accommodation consists of front office, uniformed services, and housekeeping. The concept visitor spokesperson is the guest service agent of the front office. In this office, there is welcoming of guests, registering them, transmission visitor accommodation and tax and also answer the question concerning the hotel and the nearby society. For those various visitors, the front office is the hotel (Chang " Ma 2015). The guest service agent attains many responsibilities. Among them are as listed, the cashier, reservations, PBX that is the phone and the night review. This night audit is a guest service agent that works the graveyard shift. The key focus of the shift is to achieve the audit. The cashier in the hotel executes the function of checking the entire guest out of the hotel (Fung " Choi, 2018).
The uniformed services of the hotel are the valet, doorpersons, and bell-staff. Some of these positions are being eliminated because of the cost. At considerable properties, there is still encountering the member of the bell staff. These people are there taking the baggage to the hotel room, introducing the visitor to the services of the property and generally answer any question that is being asked about the surrounding area or the property. The doorpersons they do the work of transferring the baggage from the vehicle and taking to the bell cart. They also hold the door for the visitor to get in the property. Valet Representative Park the vehicle of the visitor
The front office operations executed at luxury hotels that differentiate the properties from budget hotels and preparation for guest arrivals, welcoming guests, check-in process and level of services, departure and post-departure processes.
Guest Arrivals
Front office department is one of the many departments of the hotel commerce that is interacting with the clients who are arriving at the hotel. The employees dealing with this office is extremely clear to the visitors who are arriving at the hotel. The front office hotel staff handles all the agreement between the guests and the hotel.
Welcoming Guest
The front office officer receive the guests in a respectful manner, handle their requests well and also strike the first feeling about this hotel into their mind. in the front office, the staff working in the office interact with the guests well and handle the request for the accommodation, issuing the accommodation keys if needed by the guest, collect the detail information while doing the registration of the guest, and also checking the availability of the accommodation and assigning it to the guest (Cobos et al., 2016). On the process of welcoming the guest, the office clerk in the front office need to handover the visitor register certificate and request the quest to fill his individual in order concerning the settlement in the hotel. The clerk now registers the visitor in the file this enables the clerk to create a record and also the guest account. Therefore the clerk needs to handover a welcome kit and keys of the accommodation. This gives the guest an opportunity to occupy the room. Guest service is very high. For example, the staff is supposed to deliver the newspapers in accommodations so that the guest can look at it, the staff is also supposed to handle the guest mail; handling the guest luggage and also arranging for the doctor in case the emergency arises (Neuhofer, Buhalis, " Ladkin 2015).. The staff also arranges the reservations at the places of entertainment which is outside the hotel.
Departure and Post-departure Processes
During the departure of the guest the front office account system is ensuring the payment is done for goods and services which have been provided. If the bill of the guest is not paid in full, then the stability is transfer from the visitor report to the non-guest report. When this happens, the compilations become the duty of the back office secretarial separation. In this departure of the visitor, the front office staff gives gratitude to the visitor forgiving the chance to serve up and place for managing the bags. In case the visitor needs dive repair, the front office signal counter attains it.
The three different channels and tools that hotel properties use to communicate across departments and how each tool contributes to efficient operations and customer satisfaction
Hold employee workshops
Many supervisors think that employees are being educated once per year. Nevertheless, usual workshops and the employees meeting assist strengthen most excellent practice and also speak to fresh matters though give staffs the microphone in order to give out their concern and sense hear by the executive. The workshops are not for individuals. Automated sequences help the guest to improve employees’ understanding of the hotel and also the teams’ needs. This encourages the guests because are getting more understanding of the hotel from the staff.
Enact a bring your own device (BYOD) policy
Since there are many Smartphone options and also technological advances providing irrelevant few years. The responsibility of the employers enables the employees to use their own mobile devices. Employees also access the program of the hotel uses and is more comfortable doing, this is because they are close to their own devices. This policy helps the entire company to move forward faster. The technology encourages the guest who attended this hotel since they are benefiting by also using their mobile devices.
Adopt an enterprise-grade mobile messaging platform
Communication tools of the employees are secured and effective this is between the management and the hotel staff. This is so important because the announcements are sent to the right employees and at the right time (Leung, Bai, " Stahura, 2015). All while facilitating engagement in the day to day activities of the guest and the hotel. This helped one to get any employee through private messages or the emails this brings flexibility and effectiveness that other single-use communications platform cannot provide. This platform provides excellent customer service because internal communication means a lot in the world and this makes difference for the business. A supervisor treats internal as the profit center rather than an expense (Laudon, " Laudon, 2016).
The target markets for each of the chosen brands and the differing needs and expectations of the customers
Check in out the competition
The managers of the hotel are active on checking the competition at the other hotels. Preparing the same food and with no improvement on the diet brings the competition of the high level. Once the hotel neighbors are cooking different types of food, this gives a strong competition because the guests are attending the hotel with every type of food they need.
Analyzing the product or the service
The professional image which is done well attract many customers; this is because they see the hotel as a professional and trustworthy (Keller, 2016). The benefit of the Marriott hotel is that it is of high-quality design and this gain more customers coming into the hotel and the business is making a lot of money. Once the Marriott hotel has the benefit listed, it makes the catalog of the public who contain the need that the advantages fulfill. For the instant, the graphic designer chose to aim business concerned in growing their customer stand.
Checking the Current Customer base
Marriott hotel is checking on the current customers, these customers buy from this hotel because they are getting good services and the food is available at any time needed by the customers, all the type of food needed by the different customers is also available. This is encouraging the customers to attend the hotel once they are available (Knox " Van Oest 2014).
The current strategies each brand uses to provide quality customer service to their target market and the two additional strategies that each of the brands implement to increase guest satisfaction
Building a community or forum
The advantages to online community and forum are talented to straight connecting the clients who are attending Marriott hotel by answering the questions they ask, having also the relevant discussions; they are also kept updated and also sharing information that is cared for (Peppers, " Rogers, 2016).
Use of technology
The social media engage customers. Instead of giving an answer client repair investigation, one needs to use social media technology to forecast what patrons’ desire in the Marriott hotel. In using the technology the supervisors of the Marriott hotel stay ahead of the curve (Ozturk et al., 2016).
Making the customers’ part of the team
If the customer releases a product, the manager of the Marriott hotel is supposed to promote the customer on the social media accounts. The Marriott hotel is very lucky in celebrating with the customers by also offering the discount to them. This makes the customers feel that they are the part of the Marriott hotel. This encourages the customers to attend the hotel again and again. This also thanks to the customers for their years of loyalty (Rahimi, " Kozak 2017).
Creating the manufactured goods visit
Manufactured goods tour is the best way for the clients to study a lot concerning the product or services of the Marriott hotel. Product tours engage the customers. Marriott hotel is recording the product tour and it places them on the Marriott hotel website and also on YouTube.
Offers
Customers are given offers, for example, once the customer attends the Marriott hotel and take a lunch or supper; they are given a glass of juice without any payment. This Marriott hotel is the only company that has successfully matured and executes the strategic account. This means that positioning the dedicating sale attempt beside pinnacle account to give sum report desires, with manage to relate tour, multifaceted groups, and the nontraditional trade solution.
Advertising wonderful
Marriott international hotel emphasis on discovering, attract, and keeping the high value of clients during sales and advertising labors. This involves proceeds organization and channel strategy and the investigation. The Marriott international hotel designed to construct brand equity; generating demand and creating loyalty by deliver the correct communication to the correct client and at the exact time.
International strategic alliances
Marriott international hotel strategic advertising alliance, this comprises the partnership with the well-built worldwide client brand. This boosts the consciousness and test for Marriott property (Ashley, " Tuten, (2015).
Promotion and community associations
Marriott designs the high crash strives and gives proper communications which are under attack to particular client section in order to create space night. This increases income and variety consciousness, and this captured marketplace divide and also the demand.
Pre-opening services
Marriott international hotel enables the owners to take the lead of this hotel understanding and facts of the hotel trade. Each gap requires a devoted lineup and severe hold up in teaching, sales and marketing and also the revenue management.
Conclusion
The Marriott hotel is very lucky in celebrating with the customers who are happy when joining the hotel. The hotel is also offering the discount to them. This makes the customers feel that they are the part and parcel of the Marriott hotel. The employees dealing with front office is extremely clear to the visitors who are arriving at the hotel. The front office hotel staff handles all the agreement between the guests and the hotel.
Reference
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Fung, Y. N., " Choi, T. M. (2018). Product Development Process of an International Luxury Fashion Brand: Implications to Hong Kong Fashion Trading and Manufacturing Companies. In Contemporary Case Studies on Fashion Production, Marketing and Operations (pp. 27-41). Springer, Singapore.
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Marriott.com.(2018) The Luxury Collection: Hotels That Define The Destination
online https://hotel-development.marriott.com/brands/the-luxury-collection/
Accessed on 16th august 2018
Neuhofer, B., Buhalis, D., " Ladkin, A. (2015). Smart technologies for personalized experiences: a case study in the hospitality domain. Electronic Markets, 25(3), 243-254.
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Peppers, D., " Rogers, M. (2016). Managing customer experience and relationships: A strategic framework. John Wiley " Sons.
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