Reference no: EM131262150
Provide a brief introduction that explains the purpose of the paper and introduces the organization that you will be analyzing.
Culture - 1 page
Culture
Marriott is an international luxury hotel that has an individually distinctive and collectively powerful culture. They are operates and franchises more than 2600 hotels and resorts, totaling approximately 425,900 rooms and 6,300 vacation ownership villas worldwide. They have 15 brand and hotels in 70 countries. Marriott has a special treatment that it takes people who truly love that they do to create a truly extraordinary experience. For the social events, such as weddings, the event planners available that will help customers plan that special occasion. They also have technology support, global conferencing, small to grand scale conferencing centers. Marriott have an unique beliefs that are most important to them stay the same-putting people first, pursuing excellence, embracing change, acting with integrity and serving our world. Being part of Marriott International means being part of a proud history and a thriving culture.
The Marriott has a different culture than other hotel, because they concern for all employees, hands-on management, and the hotel associate with corporate culture and management style. They would like to use unrelenting commitment to meeting customer needs through excellence in quality, service and hospitality. They did was based on their uncompromising beliefs in treating people fairly, working hard, paying close attention to details, and listening to arid giving customers what they wanted.
Although competitors such as Starwood and Hilton could have an advantage over Marriott in upgrading rooms because they own a larger proportion of their properties. Marriott have some unique culture are do whatever it takes to take care of the customer, pay extraordinary attention to detail and use their creativity to find new ways to meet the needs of customers.
Development - 1 page
John Willard Marriott started to open a root beer named Marriott in Washington, D.C. with his wife in 1927. John Willard Marriott said, "Culture is the life-thread and glue that links our past, present, and future". And Marriott's original culture is to treat their customers, associates, and employee in a good way in order to make Marriott successful. The company provided good foods and service to its customer, and John Marriott found that the residents in the city needed a place to get a cold drink in summer, he later expanded their root beer business into restaurant and hotels.
By discovering new ways to meet the needs of customers, Marriott developed their culture from treating their customer in one single stage to all stages, so they acquireCourtyard in 1983, and then they acquire Ritz - Carlton in 1995, and build different gradation of levels of hotels to meet the needs of customer from different backgrounds. In addition, Marriott found that some customers want to have a long stay, so they acquire Residence Inn in 1987 and build a brand new hotel called Marriott suits, with is a good place with multiple facilities for customer who wants to have longer stay. Thus Marriott's culture improved the hotel from single stage to all stages and multiple forms.
As the track of culture development in Marriott's. The culture of the company helps Marriott to become one of the most successful hotels in the world, and it still influence Marriott to improve over the tim
Change - 1 page
Marriott has 10 successful organization theory. First they practice teamwork and treat each other with the same respect, they have a Marriott's belief that: if we take care of each other , we will be able to take better care of our guests. Second is genuine care and comfort their guests to ensure their return is our highest mission. Display genuine and enthusiastic interest in the guest and always pay complete attention. Third is smile and greet every guest. Speak to the guest in a warm, friendly and courteous manner. Use their name as often as possible. Always use appropriate vocabulary. Avoid slang and hotel jargon. Forth is thank the guest for their business and bid them a fond farewell. Make their last impression of the hotel warm and positive. Fifth is Anticipate guest needs and be flexible In responding to them. Practice "Proactive Hospitality". Pick up on nonverbal cues to initiate personalized service and delight all guests. Sixth is Be knowledgeable about your job. Attend all training courses required for your position. Seventh is any associate who receives a guest complaint "Owns" the complaint. Use the L.E.A.R.N. process to do everything in your power to never lose a guest. Follow guest response procedures to ensure that the guest is delighted. Eighth is it's everyone's responsibility to learn and honor our guests' preferences so we can personalize their stay. Ninth is it is the responsibility of every associate to report defects in the hotel, including shortages of equipment and supplies. Tenth is uncompromising standards of cleanliness are everyone's responsibility. Clean as you go. Both the Front of the House and the "Heart of the House".
Marriott International is the world's premier hotel management company with 3,800 hotels, 19 hotel brands and a diverse workforce of 3,800 managed and franchised hotels around the world. Founded by J. Willard and Alice Marriott and dominated by the Marriott family of hoteliers for more than 80 years, the company is headquartered in Bethesda, Maryland, with revenues of nearly $ 12 billion in FY12. they pursue this strategy, people serve people, through this long time they change the room, size, and so on, in order to make more comfortable environment to customer, and make customer "come home".
Conclusion - 1 paragraph
Analyze the factors that sustain the organization's culture (restraining forces) and factor's that promote change in the culture (driving forces). You may use the Force-Field analysis model.