Customer Service Profile–Marriott Hotels

Motivate employees, consume them, care about them, and make winners of them. At Marriott, we know that if we dish out our employees square uply, theyll treat the guests right, and if the customers are treated right, theyll come back. Bill Marriot Jr. If a customer leaves a hotel or resort satisfied with the property and the service, at that place is a much better chance that they go out return. That is an obvious reality in the industry, and in the forefront of the customer service policy of the Marriott chain of hotels.Customer result for rapid resolution to customer complaints is utilise by each and all Marriott Hotel and Resort. Customer Surveys are an integral part of the plan. Getting this feedback makes it possible to correct errors and enhance the customers overall experience as a guest. Customers are employ to getting a questionnaire or a survey after the circumstance to record and advise the company of a chore and whether or non it was solved to the customers sat isfaction.Marriotts goal is to provide such(prenominal) a survey to the customer during the stay, so that any lingering problem hindquarters be immediately resolved. If there is somewhatthing wrong with the room, it should be turn to during the stay, so that no one leaves dissatisfied. The real time feedback non lonesome(prenominal) resolves complaints, but has been a stream of customer suggestions which would improve the experience. These suggestions are severely considered and many have been implemented, such as providing a billing outline available to the guests by internet or television prior to curtail out.Marriott Hotels and Resorts also have a Rewards program that has been browsely judged as the outmatch in the business. Customers get points for each stay, and can apply the points either to keep going flyer miles or future vacations. This program was instituted in 1997, but there has been some form of a frequent guest program at Marriott since 1983. Many other hote ls have similar loyalty programs, and it has come to be an expectation of a lot of guests.There are many ways to make headway points and over 3000 properties all over the globe where they can be earned. The points can be redeemed for a variety of things, such as cruises, hotel stays, frequent flyer miles, and even wide screen TVs. There is even a way to donate accumulated points to charitable organizations. The above dickens described programs comprise Marriotts customer service milieu. While the cabal of the two prongs is very successful, there is always room for improvement or enhancement.For a great many guests, especially the frequent travelers for business or pleasure, accumulating the points towards an eventual goal is a real selling point and would sure enough have the desired effect of return visits. However, for the occasional traveler, saving up enough points to have any benefit is probably not realistic. In these uncertain times, vacations and even business travel mig ht come on to the chopping block. But, even in the best of times, all a clear part of the population travels quite frequently.For all these circumstances, the Reward programs is of no benefit. Again, this is not unusual for businesses to give out coupons, punch cards, or reward points that will never be used. Who doesnt have frequent flyer miles, $10 off coupons for stores that will never again be visited, or impute towards a cruise or dinner that has expired and not used? The guest could then feel that only other people suck the rewards. One alternative would be to allow a guest to favor out of the Rewards program and instead to offer an immediate reward. An example would be for a 2 night stay, the guest could choose from several pabulum items to be delivered to the room, such as a late night dessert. Or, for a 3 night stay, the guest would receive a free watering place visit if available on the premises. An alternate reward would be a coupon for free gasoline, or something commonly available. The idea would be that for some customers who knew that the point system would not be a benefit to them, could appease know that Marriott was customer oriented and that if they were to be traveling again, they would remember ot only the personal service, but that they were rewarded for just being a customer. A follow-up of the Marriott Rewards Program. (2010).Retrieved November 2010, from About. com Business Travel http//businesstravel. about. com/od/rewardsprograms/gr/marriott_reward. htm Executive Blueprint. (n. d. ). Retrieved 2010, from Case Study change magnitude Sales by Service http//www. executiveblueprints. com/_cases/service_marriott. pdf Marriott Reward Program. (n. d. ). Retrieved 2010, from Marriott http//www. marriott. com/rewards/rewards-program. mi