Marriott’s Vision & Mission

• Vision– “To become the premiere provider and

facilitator of leisure and vacation experiences in the world.”

• Mission– “To enhance the lives of our customers by

creating and enabling unsurpassed vacation and leisure experiences.”

Marriot Hotels

• Founded in 1927 by Alice S. and J. Willard Marriot

• Today it is ran by J.W. Marriott, Jr., is chairman of the board and chief executive officer and William J. Shaw is president and chief operating officer.

Marriott International Overview

•More than 4000 hotels

•In 71 countries

•146,000 associates

Services that you 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.

Services that you offered

• Specials and Packages offered– Last minute weekend package, Design your

own trip, and Escape packages.– AAA packages

• AAA members enjoy the best available discount on hotel rooms, along with special offers from Marriott just for our AAA patrons.

– Senior traveling packages– Government & Military packages

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Marriott’s Brands

Select Service

Extended Stay

Ownership Resorts

Luxury Lodging

Full Service

CompetitorsTop Competitors for Marriott

– Hyatt– Hilton– Starwood Hotels and Resorts

Stakeholders

• Independent owners• Workforce and vendors• Customers and communities• Franchisees

– Marriott manages or franchises the vast majority of its hotels, and owns very few.

Contextual Dimension

Size

Istanbul Marriott Asia Hotel has 290 number of employees. Marriott International has 129,000 employees.

Structural Dimensions

FormalizationSpecializationCentralizationPersonal RatioHierarchy of Authority

Structural Dimensions

FormalizationBureaucratic, meaning that the work of the organization closely follows rules and procedures. Job descriptions are closely defined with little flexibility, therefore this type of structure is unable to change and meet new demands. 

Structural Dimensions

SpecilizationDividing different jobs and activities in to departments is that there is specialization between job and department e.g. finance and marketing, it also makes control over the organization much easier and clearly marked distinctions within the hierarchy and lines of authority. 

Structural Dimensions

DecentralizationAll 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.   

Structural Dimensions

Hierarchy of AuthorityMarriott'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.

Structural Dimensions

Personal Ratio

Marriott arranges traniee programmes frequently. After these programme, make mini quizes to their employee. According to grades, they give a certificate which is signed vice president. It makes more easier to get a promotion.

Contextual Dimension

Deparmentalization

Vice President

food and beverage

GOALS AND STRATEGY• FIRSTLY ALL MARRIOTS ARROUND THE WORLD HAS

NEVER BEEN USED THE WORD OF CUSTOMER FOR THEIR GUESTERS. IN OTHER WORDS THEY ALWAYS USE THE NAME OF ‘GUEST’ FOR THEIR CUSTOMERS.

• GUESTERS’ SATISFACTION SERVICE QUALITY AND THE COMMUNICATION ARE ANOTHER IMPORTAN GOALS WHICH REGULATED BY MARRIOTS’ PRINCIPLES.

• STAFF EDUCATION CARRIES AN ESSENTIAL IMPORTANCE TO SATISFY GUESTERS’ WANTS AND DEMANDS. THEY ARE TESTED ACCORDING TO DIFFERENT SERVICE TYPES.

Ritz Carlton- Abu Dhabi

CULTURETHE NAME OF IS COME FROM THE CHAIRMAN’S

SURNAME. JV MARRIOT, WHO IS THE GLOBAL CHAIRMAN OF MARRIOT, USES RED IN HOTLES’ LOGO FOR HIS WIFE’S REQUEST. ALSO THE COLOR OF RED CAN ALSO BE SEEN IN ALL MARRIOTS’ LOBBIES.

Core Values

MISSION AND OFFICIAL GOALS

• GOALS, STRATEGIES AND MISSION IS NOT ONLY BOUNDED ACCORDING TO GUESTURES’ DEMANDS. MARRIOT HOTELS AND RESORTS ALWAYS WANT TOBE NUMBER ONE AMONG THE GLOBAL HOTELS AND RESORTS AREA.

• ESPECIALLY MARRIOTS’ HAVE LOCAL AIM TO TAKE PLACE IN FIRST 10 HOTELS AMONG 87 HOTELS.

• ANOTHER IMPORTANT MISSION OF MARRIOTS’ INTERNATIONAL IS THAT AFTER HAVING HOTEL SERVICE ALL GUESTERS ALSO ONE GUESTER MUST BE SATISFIED AND THEY MUST NOT COMPLAINT ABOUT ANYTHING.

Strategy

Micheal Porters Growth Strategies

Brandequity

Capitalrecycling

Financialflexibility

Increaseddistribution/market share

Strong returnsto owners &franchisees

STRATEGY(DIFFERENTIATION)• GLOBAL STAISFACTION AND SERVING

SPECIFIC STANDARDS IS MAIN PRINCIPLES OF MARRIOTS’ INTERBATIONAL.

• THEY JUST DIFFERENTIATE AMONG GUESTER’ WANTS AND DEMANDS AND THE LOCATION OF THE HOTELS. FOR INSTANCE ARABIC GUESTERS AND AMERICAN GUESTERS HAVE DIFFERENT WANTS ,SMILARLY CHINESE GUESTURES’ DEMANDS ALSO DIFFERENT FROM HINDIANS’ WANTS.

• ANOTHER IMPORTANT DIFFERENTIATION IS DESIGNING OF HOTELS. TO ILLUSTRATE THE DESIGN OF VACATION CLUBS IS ABSOLUTELY DIFFERENT FROM BUSINESS RESORTS. IN VACATION CLUBS’ GENERALLY MODERN AND SPORT FURNITURE USED , HOWEVER IN BUSINESS HOTELS&RESORTS THE CLASSIC AVANTGARDE TYPE PREFFERED.

OVERALL SATISFACTION

• GSS (GUESTER SATISFACTION SYSTEM) IS MAIN COMPOSITION OF OVERALL SATISFACTION. FOR EXAMPLE, GUESTERS HAVA AN QUESTIONNAIRE WHICH IS NUMBERED BETWEEN 1 TO 10 TO SET SATISFACTION LEVEL IN DIFFERENT SERVICE TYPES.

• GSS SYSTEM ALSO GIVE AN ANOTHER IMPORTANT OPPORTUNITY FOR GUESTER TO PROVIDE FROM DISCOUNTED PRICE AND MAKE MILES AND ACCOMMODATION FOR EACH VISIT. THIS CAN BE POSSIBLE WITH USING REWARD CLUB CARDS WHICH ARE BASIC, SILVER, GOLD AND PLATINIUM.

• ALL DEPARTMANTS AR LINKED TO GENERAL MANAGER. FOR INSTANCE H/R, S/P, FINANCE, HOUSE KEEPING, SECURITY ...ETC. HOWEVER EACH COMPONENT ARE UNDER THE DISCIPLINE IN THEIR DEPARTMANT. IN OTHER WORDS NO ONE CAN COMPLANING ABOUT PERSONAL PROBLEMS TO GENERAL MANAGER. HE MUST FIRST WANT HELP FROM HIS SUPERVISIOR.

Boscolo Budapest, Autograph Collection

Resource Depence

The Marriott provides all kinds of services except;

- Cleaning company for external cleanup

- A transportation company to transport guests from otel to airport.

- Agreement with tourism agencies, traning schools, wedding organizer to gain more guests.

IT- Intranet- Own operating system for registration- Online website and reservation services- Marriott Rewards- Smartphone applications- The game : My Marriott Hotel

Renaissance St. Croix Carambola Beach Resort & Spa

SOCIAL RESPONSIBILITY

• MARRIOTS INTERNATIONAL‘S ANOTHER IMPORTANT GOAL TO HAVE A SUCCESSFUL RESPONSBILITY TO THEIR ENVIRONMENT. FOR INSTANCE ALL FOODS AND DELICIOUS HAMBURGERS ARE USED IN PENS. ESPECIALLY IN MARRIOT ASIA ALL SURPLUS FOOD FROM KITCHEN IS USED IN PENS WITH COLLABORATION AMONG ATASEHIR CITY HALL AND MARRIOT ASIA.

Advertising and Public Relation

The Game : My Marriott Hotel

Advertising and Public Relation

Web-blogs www.blogs.marriott.com

Youtube Chanel : marriott