Marriott Hotels Ishtiaq ur Rahman Manzoor Hussain Muhammad Nadeem Mushtaq Hussain Submitted To:Mohsin Zeb
J.W.Marriott Jr. Chairman & CEO William Shaw Arne Sorneson VP & General James Sullivan EVP Chief Manager EVP Lodging Financial Development Officer Simon Cooper Joel Eisemann Bradley Wood David Grissen Edwin Fuller Robert MillerJohn Marriott President & COO EVP Owner and SVP Risk SVP Lodging VP;President & President, MarriottVice Chairman Ritz-Carlton Hotel Fracise Services Management Operations Managing Director, Leisure Company Marriott lodging International Amy Mc Pherson Robin Uler Robert McCarthy EVP sales & Marketing SVP food & Beverage, Spa President, North American & Retail Services lodging operations James Fisher Stephen Joyce Charlotte Sterling Michael JanniniDirector, Corporate SVP Owner & Franchise EVP - Communications EVP Brand Management Communications Services
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.
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 nations 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 Childrens Hospital and American University; Marriotts 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 Bobs Big Boy Restaurants. 1969: Marriotts 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 Whitbreads 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 Hashwanis Group of HHL (Hashwani’s Hotel Limited) in Pakistan.
Vision Vision “to be the world’s leading provider of hospitality services Taking care of guest Extensive operational knowledge Development of highly skilled workforce Offering 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”
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.
Marriotts size and position in themarket 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 ITPayable Cost Control Purchase Income Audit Payroll Health Club Front Office House keeping Business Center
Hierarchy of Authority Marriotts 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.
Marriott’s Brands Luxury Lodging Full Service Select Service Extended Stay Ownership Resorts 23
Broad idea of the product andservices 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 & International Hyatt Holiday inn Hilton Best Western Holiday inn Serena Sheraton 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).
Centralization & Decentralization Centralization All orders are taken from the head office. In Hong Kongs 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.
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.