B.F.R. PRESENTATION ON MARRIOTT INTERNATIONAL

1. Marriott International
By: Mohammad Nadeem &
Team Udaan
Marriott International

2. Contents
• Marriott International: Overview
• Business model
• Key products and customers
• Role of Marketing department
• Role of Finance department
• Role of HR department
• Challenges faced
• Analysis
• Conclusion
Marriott International

3. Core values & heritage
• We put people first
“Take care of associates and they will take care of the customers”.
• We pursue Excellence
“Dedication to the customer shows in everything they do.”
• We embrace change “Innovation has always been part of the Marriott
story”
• We act with integrity “How we do business is as important as the
business we do”
• We serve our food “Marriott strives to be a force for good”
Marriott International

4. Marriott International: Timeline
1927
1st franchise in
Washington DC
1937
In-flight airline catering
debut
1969
1st International hotel in
Mexico
1983
Debuts in lodging
business travelers with
Courtyard hotel
1987
Acquired Residence Inn
and pioneers the
extended-stay lodging
business.
2009
Launched Autograph
Collection, a new brand
of upscale and luxury
independent hotels.
2012
Arne Sorensen becomes
President and CEO of
Marriott International.
2016 Acquires Starwood
Hotels & Resorts
Marriott International

5. Business model
Marriott International
• Customer segments
• Value preposition
• Channels
• Customer relationships
• Key partners
• Key resources
• Cost structure
• Revenue streams

6. Key Services and Customers
Key Services
• Luxury segment
• Premium segment
• Select segment
• Longer stay segment
• Collection segment
Customers
• Families
• Travel agencies
• Business people
• Wedding planners
Marriott International

7. Role of Marketing department
• Determine the day’s top priorities and stick to them
• Monitor Key Performance Indicators
• Read up on industry trends and events
• Review Company’s performance against targets and goals
• Data analysis of customers
• Siebel Customer relationship management
Marriott International

8. Role of Finance department
• Raising of funds
• Investment activities
• Debt management
• Capital structure and dividend
• Sources of revenue
Marriott International

9. Role of HR department
• Recruitment
• Compensation and benefits
• Employee relations
• Training and development
• Workforce safety
Marriott International

10. Challenges Faced
Marketing
• Legal restrictions on direct
marketing tools
• Insufficiency of content marketing
Finance
• Unable to access capital investment
• Risk associated with real estate
investment
Human Resource
• Finding and retaining talent
• Personalizing customer experience
Operational
• Premature termination of franchise
agreement
• Based on Regional, national and Global
conditions
• Actions by Franchisees and licensees
Challenges Faced
Marriott International

11. SWOT Analysis
Strength
• Marriott way
• Global presence
• Focus on innovation
Weakness
• Excessive focus on expansion
• Overemphasis on service
standardization
Opportunities
• Shift in consumer behavior
• Unexplored markets
• Focus on personalization
Threats
• Industry rivalry
• Threat from hackers
• Vulnerability of terror attacks
Marriott International

12. Conclusion
Marriott International

13. Bibliography
• Marriott International Website
http://www.marriott.com/marriott/aboutmarriott.mi
• Marriott International: Annual Report 2016 and 2017
• World Travel and Tourism Council
• Global economic impacts and issues 2017
https://www.wttc.org/-/media/files/reports/economic-impact...2018/world2018.pdf
• India Brand Equity Foundation
https://www.ibef.org/download/Tourism-and-Hospitality-Report-April-2018.pdf
• HM Staff | Jun 8, 2010 2:33pm
https://www.hotelmanagement.net/human-resources/hr-marriott-employee-training-and-
development-program
• Monica Mehta September 2014 : Customer experience: Marriott digital hospitality
http://www.oracle.com/us/corporate/profit/big-ideas/092314-bhoffmeister-2298553.htmlMarriott International