Marriott
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Transcript of Marriott
Marriott Hotels
Ishtiaq ur RahmanManzoor HussainMuhammad NadeemMushtaq Hussain Submitted To:Mohsin Zeb
J.W.Marriott Jr.Chairman & CEO
William ShawVP & General
Manager
Arne SornesonEVP Chief Financial Officer
James SullivanEVP Lodging Development
Joel EisemannEVP Owner and Fracise Services
David GrissenSVP Lodging
Operations
John MarriottVice Chairman
Bradley WoodSVP Risk
Management
Edwin FullerVP;President &
Managing Director, Marriott lodging
International
Simon CooperPresident & COORitz-Carlton Hotel
Company
Robert MillerPresident, Marriott
Leisure
Amy Mc PhersonEVP sales & Marketing
Charlotte SterlingEVP - Communications
Michael JanniniEVP Brand Management
James FisherDirector, Corporate
Communications
Stephen JoyceSVP Owner & Franchise
Services
Robin UlerSVP food & Beverage, Spa
& Retail Services
Robert McCarthyPresident, North American
lodging operations
Outline
Summary History of organization Facts of organization Management hierarchy Mangerial flow chart of orders Centralization and decentralization Concept Swot analysis Area of improvement Recommendations
Summary
Marriott International, Inc. is a leading lodging company based in Bethesda, Maryland, USA.
opened in Washington, D.C. in 1927 by J. Willard and Alice S. Marriott.
it has more than 3,700 properties in 73 countries and territories.
The company operates and franchises hotels under 15 brands.
There are approximately 300,000 employees at the company’s headquarters and other offices.
Cont..
In fiscal year 2011, Marriott International reported revenues of over $12 billion.
The company is dedicated to providing exceptional service to customers, growth opportunities for associates, and attractive returns to shareholders and owners.
Marriott Islamabad Overview
History
1927: J. Willard Marriott marries Alice Sheets in Salt Lake City, Utah, and moves to Washington DC with his new bride. That spring, J. Willard and Alice open a nine-stool A&W Root Beer stand, which they later call "The Hot Shoppe."
1929: Hot Shoppes, Inc., officially incorporated. Invents curb service.
1934: Hot Shoppes expands to Baltimore, Maryland. 1939: Marriott lands its first food-service
management contract with the U.S. Treasury During World War II, Hot Shoppes feeds thousands
of workers who move to the nation's capital to work in the defense industry
Cont..
1953: Marriott stock becomes public at $10.25/share and sells out in two hours.
1955: Marriott Food Service lands its first institutional and school feeding contracts at Children's Hospital and American University; Marriott's Highway Division opens several Hot Shoppes on the New Jersey Turnpike.
1957: Marriott opens its 1st hotel, the 365-room Twin Bridges Motor Hotel in Arlington, Virginia.
1964: J.W. Marriott, Jr., is named President.
Cont..
1967: Corporate name is changed from Hot Shoppes, Inc., to Marriott Corporation; the company opens Fairfield Farm Kitchens, a food production and purchasing facility in Beaver Heights, Maryland; In-Flite opens a facility in Venezuela; Marriott acquires Camelback Inn, its first resort property; and buys Bob's Big Boy Restaurants.
1969: Marriott's 1st international hotel opens in Acapulco, Mexico
1972: J.W. Marriott, Jr., is named CEO
Cont..
1973: The company obtains its first hotel-management contracts.
1977: The company celebrates its 50th anniversary; sales top $1 billion.
1982: The company acquires Host International, Inc. 1983: 1st Courtyard hotel opens. 1984: Marriott enters the vacation time-share and
senior-living markets. 1987: Marriott acquires Residence Inn Company
and enters the lower-moderate lodging segment with Fairfield Inn
Cont..
1993: The company splits into Marriott International and Host Marriott Corporation. 1995: Marriott acquires the Ritz-Carlton Hotel Company, LLC. 1997: Marriott acquires the Renaissance Hotel Group and introduces TownePlace Suites, Fairfield Suites, and Marriott Executive Residences brands.
2002: Marriott celebrates its 75th anniversary. The company now has over 2,300 hotels, 156 Senior Living Services Communities, 200,000 associates, and operations in 63 countries and territories with annual sales of $20 billion
Cont..
2005: Marriott announces the sale of Ramada International hotels.
2005: Marriott and Whitbread completed transaction, forming a 50/50 joint venture to acquire Whitbread's portfolio of 46 franchised Marriott and Renaissance hotels of over 8,000 rooms. As part of the joint venture agreement, Marriott took over management of the hotels, and the joint venture intends to sell them to new owners subject to long-term Marriott management agreements.
Cont..
2009: Marriott expands its portfolio of LEEDS buildings with
more than 30 hotels and its global headquarters go green.
2010: Marriott headquarters is certified as a LEED®
(Leadership in Energy and Environmental Design) Gold existing building by the U.S. Green Building Council.
Cont..
In Pakistan Marriott has two branches one in Islamabad and the other in Karachi.
The two branches are owned and operated by Hashwani's Group of HHL (Hashwani’s Hotel Limited) in Pakistan.
Vision
Vision “to be the world’s leading provider of
hospitality servicesTaking care of guestExtensive operational knowledgeDevelopment of highly skilled workforceOffering best brand portfolio
Mission Statement
“SATISFIED CUSTOMER IS OUR ULTIMATE GOAL AND WE STRIVE TO ACHIEVE THAT THROUGH MOTIVATED ASSOCIATES, CUSTOMIZATION OF QUALITY PRODUCT AND EXEMPLARY EXCELLANCE IN SERVICE”
Objectives
Stay live
Greatest customer satisfaction
Profit maximization
Owner equity
Marriott Facts
It is turning the outcomes of the creative process into useful products, services, or work methods
2832 lodging properties 2046 furnished corporate housing rental units. Marriott has strong international presence in countries
like Canada, Mexico, United Kingdom, China, and Germany.
Marriott's size and position in the market
Operates and franchises more than 2600 hotels and resorts, totaling approximately 425,900 rooms and 6,300 vacation ownership villas worldwide.
15 brands Has hotels in 73 countries. It is ranked as the lodging industry’s most
admired company and one of the best places to work for by Fortune® magazine.
Organizational Structure
General Manager
Executive Assistant Manager
Human Resource Engg Finance Room Division Manager Sales & Marketing Food & Beverages Credit IT
Payable Cost Control Purchase Income Audit Payroll
Health Club Front Office House keeping Business Center
Hierarchy of Authority
Marriott's organizational structure subordinates in each department will take orders from the manager of that particular department, likewise the general manager will have the authority over the managers of each department. Also, written documents and weekly meetings between departmans managers and employees.
23
Marriott’s Brands
Select Service
Extended Stay
Ownership Resorts
Luxury Lodging
Full Service
Broad idea of the product and services offered
Events Social events
Weddings, Fund-raising parties, sports groups, Anniversaries, etc…
Event planners available that will help you plan that special occasion.
Meetings technology support, global conferencing, small
to grand scale conferencing centers.
Competitors
Top Competitors for Marriott National & InternationalHyatt Holiday inn Hilton Best WesternHoliday inn SerenaSheraton In recent years, Marriott’s brand image has slid a bit and now is trying to rebound.
The Islamabad Marriott Hotel has market share of 43%, among the competitors i.e. Holiday Inn, Serena, Pearl Continental (Rawalpindi), and Pearl Continental (Bhourbon).
Market Share (International)
Centralization & Decentralization
Centralization
All orders are taken from the head office. In Hong Kong's JW Marriott the general manager maintains control of the business and makes decisions in terms of the whole organization. This leads to little opportunity for subordinates to make their own decisions leading to a lack of motivation. The Marriott prevents this from taking place by having some decentralization within the structure. All the decisions are taken by top managers.
Swot Analysis
Strengths International brand name Convenient location 24 hour manned security Worldwide reservation system (MARSHA).
Reservations can be made from anywhere in the world Swimming pool (all weather) for guests to relax Health clubs (ladies and gents) for all the health
conscious people 24 hour business center with a complete business
environment
Weaknesses
Insufficient parking space. Parking is at a distance from the hotel in a dark area.
No live cooking like barbeque etc. All indoors eating areas.
Limited choices of restaurants. No traditional restaurant.
Lack of sports facilities i.e. tennis courts, squash courts, etc.
Marquee hall has no air-conditioning
Opportunities
More incentives for outstanding staff to retain them as it is difficult to find well trained staff
Relocation of laundry shop and permit room, away from the main area.
Specialty restaurant should be introduced to give a wider variety of cuisine
Up-gradation of Health Club machines Aerobic classes should be introduced because most of
the people have now become health consciousness Smart rooms on each floor
Threats
New 5 star Serena hotel in Islamabad providing comfort to the people with a traditional outlook.
Instability of government, hampering policy decision. The unpredictable political scenario affects the business environment and interests.
Core Values
Areas of Improvement
The Marriott provides all kinds of services except;
- Cleaning company for external cleanup
A transportation company to transport guests from hotel to airport.
Agreement with tourism agencies, traning schools, wedding organizer to gain more guests.
Recommendations
Increase parking space Illuminate the road passing from in front of Marriott Valet parking should be made separate, as this is paid
for Staff should be more friendly and should have a
pleasant attitude towards guests The entrance should be made attractive and more
prominent There should be more activities on festivals An eastern eat-out should be added
Cont..
Indoor recreational facilities like billiard, card room etc should be introduced
Increase shopping arcade
Should try and cater to young people’s private parties extensively
Why we chose Marriott…
Our team chose this company because of the way this company is so compassionately operated by the Marriott family. They continue to come up with new and improving brands, ideas, and just ways to improve the company altogether. The major reason we all choose this company was because all of us want to learn more about this fascinating company and how it has been ranked to be one of the best hotels to work for, or even to stay at.
Questions?