Marriott is a worldwide hospitality company with over 5000 properties in 65 countries and $20 billion in annual sales. They have created different hotel brands tailored to various market segments, including Courtyard for business travelers, Residence Inn and Townplace Suites for extended stays, and Fairfield Inn for less expensive lodging. Marriott's vision is to be the premier provider of leisure and vacation experiences worldwide, and their mission is to enhance customer lives by creating unsurpassed vacation experiences. They ensure customer satisfaction through consistent, high-end customer service globally, communicating with customers via text, and using customer feedback to improve and promote their brand extensions.

1. Marriott
Hotels
BY
Sairam TA
Prasanna Kumar
Vetrivel J
Anubala B
Kirthika S

2. About Marriot
• World wide hospitality company.
• 75 years on the industry; 65 countries ; $20 billion
sales.
• Wide array of hotels for family on budgets and
business executives.
• Over 5000 properties.
• More than 2500 hotels.
• Created a niche for each brand of hotels.
• High-end customer service which is consistent all
over the world.

3. Vision :
To become the premier provider and facilitator of
leisure and vacation experiences all over the world.
Mission :
To enhance the lives of our customers by creating and
enabling unsurpassed vacation and leisure experiences.
Success Strategy :
Respecting customers reaction, well defined
communication with customers, continuous improvements
in facilities arranged for customers.

4. Question 1 :
Identify several major categories of segmentation used
by Marriott. For each, relate specific examples of hotel
tailored to the targeted markets.

5. Segments:
I. Business Travelers
Courtyard
II. Extended Stay(6 months to 1 year)
Residence Inn
Townplace Suites
III. Full Service
Marriott Waterside
Renaissance Hotels
Resorts
IV. Less Expensive Lodging Category
Fairfield Inn
V. All Suite
Springhill Suites

6. Question 2:
What are the different levels of products and services(basic,
expected, augmented etc) offered by Marriott to customers
with varying needs?

7. • Basic:
Less Expensive Lodging Category
- Fairfield Inn
• Expected:
Extended Stay(6 month to 1 year)
- Residence Inn
- Townplace Suites
• Augmented:
Fairfield Inn(Premium)
- Mini Fridge; Microwave; Separate Living &
Sleeping area;
- Top Notch customer support

8. Question 3:
Evaluate the efforts of Marriott in ensuring customer satisfaction
and building relationship.

9. • Communication to their customers via. Text
messages to avoid confusion on features offered.
• High-end customer service which is consistent all
over the world that give them a common feeling
that they are in Marriott.
• They see crossovers as an opportunity, to provide
better service.
• Promote Brand Extension on customer feedback.

10. Thank You