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.

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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?