Customer Service Profile–Marriott Hotels

Motivate employees, train them, care about them, and make winners of them. At Marriott, we know that if we treat our employees correctly, they’ll treat the customers right, and if the customers are treated right, they’ll come back. Bill Marriot Jr. If a customer leaves a hotel or resort satisfied with the property and the service, there is a much better chance that they will return. That is an obvious reality in the industry, and in the forefront of the customer service policy of the Marriott chain of hotels.
Customer response for rapid resolution to customer complaints is used by each and every Marriott Hotel and Resort. Customer Surveys are an integral part of the plan. Getting this feedback makes it possible to correct errors and enhance the customers’ overall experience as a guest. Customers are used to getting a questionnaire or a survey “after the fact” to record and advise the company of a problem and whether or not it was solved to the customer’s satisfaction.
Marriott’s goal is to provide such a survey to the customer during the stay, so that any lingering problem can be immediately resolved. If there is something wrong with the room, it should be addressed during the stay, so that no one leaves dissatisfied. The real time feedback not only resolves complaints, but has been a stream of customer suggestions which would improve the experience. These suggestions are seriously considered and many have been implemented, such as providing a billing summary available to the guests by internet or television prior to check out.

Marriott Hotels and Resorts also have a Rewards program that has been frequently judged as the best in the business. Customers get points for each stay, and can apply the points either to frequent flyer miles or future vacations. This program was instituted in 1997, but there has been some form of a frequent guest program at Marriott since 1983. Many other hotels have similar “loyalty” programs, and it has come to be an expectation of a lot of guests.
There are many ways to earn points and over 3000 properties all over the globe where they can be earned. The points can be redeemed for a variety of things, such as cruises, hotel stays, frequent flyer miles, and even wide screen TV’s. There is even a way to donate accumulated points to charitable organizations. The above two described programs comprise Marriott’s customer service milieu. While the combination of the two prongs is very successful, there is always room for improvement or enhancement.
For a great many guests, especially the frequent travelers for business or pleasure, accumulating the points towards an eventual goal is a real selling point and would certainly have the desired effect of return visits. However, for the occasional traveler, saving up enough points to have any benefit is probably not realistic. In these uncertain times, vacations and even business travel might come on to the “chopping block”. But, even in the best of times, only a small part of the population travels quite frequently.
For all these circumstances, the Reward programs is of no benefit. Again, this is not unusual for businesses to give out coupons, punch cards, or reward points that will never be used. Who doesn’t have frequent flyer miles, $10 off coupons for stores that will never again be visited, or credits towards a cruise or dinner that has expired and not used? The guest could then feel that only other people reap the “rewards”. One alternative would be to allow a guest to “opt” out of the Rewards program and instead to offer an immediate “reward. An example would be for a 2 night stay, the guest could choose from several food items to be delivered to the room, such as a late night dessert. Or, for a 3 night stay, the guest would receive a free spa visit if available on the premises. An alternate “reward” would be a coupon for free gasoline, or something commonly available. The idea would be that for some customers who knew that the point system would not be a benefit to them, could still know that Marriott was customer oriented and that if they were to be traveling again, they would remember ot only the personal service, but that they were rewarded for just being a customer. A Review of the Marriott Rewards Program. (2010).
Retrieved November 2010, from About. com: Business Travel: http://businesstravel. about. com/od/rewardsprograms/gr/marriott_reward. htm Executive Blueprint. (n. d. ). Retrieved 2010, from Case Study: Increasing Sales by Service: http://www. executiveblueprints. com/_cases/service_marriott. pdf Marriott Reward Program. (n. d. ). Retrieved 2010, from Marriott : http://www. marriott. com/rewards/rewards-program. mi

Calculate the price
Make an order in advance and get the best price
Pages (550 words)
$0.00
*Price with a welcome 15% discount applied.
Pro tip: If you want to save more money and pay the lowest price, you need to set a more extended deadline.
We know how difficult it is to be a student these days. That's why our prices are one of the most affordable on the market, and there are no hidden fees.

Instead, we offer bonuses, discounts, and free services to make your experience outstanding.
How it works
Receive a 100% original paper that will pass Turnitin from a top essay writing service
step 1
Upload your instructions
Fill out the order form and provide paper details. You can even attach screenshots or add additional instructions later. If something is not clear or missing, the writer will contact you for clarification.
Pro service tips
How to get the most out of your experience with MyhomeworkGeeks
One writer throughout the entire course
If you like the writer, you can hire them again. Just copy & paste their ID on the order form ("Preferred Writer's ID" field). This way, your vocabulary will be uniform, and the writer will be aware of your needs.
The same paper from different writers
You can order essay or any other work from two different writers to choose the best one or give another version to a friend. This can be done through the add-on "Same paper from another writer."
Copy of sources used by the writer
Our college essay writers work with ScienceDirect and other databases. They can send you articles or materials used in PDF or through screenshots. Just tick the "Copy of sources" field on the order form.
Testimonials
See why 20k+ students have chosen us as their sole writing assistance provider
Check out the latest reviews and opinions submitted by real customers worldwide and make an informed decision.
ACC/543: Managerial Accounting & Legal Aspects Of Business
EXCELLENT JOB
Customer 452773, January 10th, 2024
Business and administrative studies
excellent work
Customer 452773, March 9th, 2023
FIN571
excellent work
Customer 452773, March 1st, 2024
Managerial Accounting & Legal Aspects of Business ACC/543
excellent work
Customer 452773, February 7th, 2024
FIN571
excellent
Customer 452773, March 15th, 2024
business
Thank you for your hard work and help.
Customer 452773, February 13th, 2023
Social Work and Human Services
Great work I would love to continue working with this writer thought out the 11 week course.
Customer 452667, May 30th, 2021
Leadership Studies
awesome work as always
Customer 452773, August 19th, 2023
Business and administrative studies
Excellent work ,always done early
Customer 452773, February 21st, 2023
Criminal Justice
This has been the greatest help while I am recovering from an illness. Thank your team so much.
Customer 452671, May 2nd, 2021
Business and administrative studies
Thank you for your hard work and effort. Made a 96 out of 125 points Lacked information from the rubic
Customer 452773, October 27th, 2023
Nursing
I just need some minor alterations. Thanks.
Customer 452547, February 10th, 2021
11,595
Customer reviews in total
96%
Current satisfaction rate
3 pages
Average paper length
37%
Customers referred by a friend
OUR GIFT TO YOU
15% OFF your first order
Use a coupon FIRST15 and enjoy expert help with any task at the most affordable price.
Claim my 15% OFF Order in Chat
Close

Sometimes it is hard to do all the work on your own

Let us help you get a good grade on your paper. Get professional help and free up your time for more important courses. Let us handle your;

  • Dissertations and Thesis
  • Essays
  • All Assignments

  • Research papers
  • Terms Papers
  • Online Classes
Live ChatWhatsApp