Marriott Hotels Brianna Daugherty Emily Croft Kelly Marquart Kimmy Balzer Nicole Sheldon
Outline • Overview of Marriott • Organizational Environment • Organizational Culture • Organizational Structure and Design • Managing Change and Innovation
Marriott’s Vision & Mission • Vision • “To become the premiere provider and facilitator of leisure and vacation experiences in the world.” • Mission • “To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences.”
Marriot Hotels • Founded in 1927 by Alice S. and J. Willard Marriot • Today it is ran by J.W. Marriott, Jr., is chairman of the board and chief executive officer and William J. Shaw is president and chief operating officer.
Timeline • 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
Timeline • 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.
Timeline • 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
Timeline • 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
Timeline • 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
Timeline • 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.
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 70 countries. • It is ranked as the lodging industry’s most admired company and one of the best places to work for by Fortune® magazine.
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.
Broad idea of the product and services offered • Specials and Packages offered • Last minute weekend package, Design your own trip, and Escape packages. • AAA packages • AAA members enjoy the best available discount on hotel rooms, along with special offers from Marriott just for our AAA patrons. • Senior traveling packages • Government & Military packages
Marriott Rewards • Marriott Rewards members enjoy exclusive privileges every time they stay at Marriott brand hotels. • Take advantage of member-exclusive specials, including rate discounts, sweepstakes, and offers from Marriott's travel partners • Earn points and use them in many different ways. • Hotel stays, cruises, theme park passes, packages.
Marriott Brands • Grand Residence Club • Executive Apartments • ExecuStay • The Ritz-Carlton • Horizons • Vacation Club International • Towne Place Suites • Conference Centers
Marriott Brands cont.. • Marriott Hotels and Resorts • JW Marriott Hotels and Resorts • Renaissance Hotels and Resorts • Courtyard • Residence Inn • Fairfield Inn
Competitors • Top Competitors for Marriott • Hyatt • Hilton • Starwood Hotels and Resorts In recent years, Marriott’s brand image has slid a bit and now is trying to rebound.
Cont. • Competitors such as Starwood and Hilton could have an advantage over Marriott in upgrading rooms because they own a larger proportion of their properties, so they don't need to persuade other owners or franchisees to pay for the investment. • To some degree, Marriott is playing catch-up. Westin introduced a higher-quality bed and emphasized design in 1999. Other major competitors such as Hilton and Hyatt have similar strategies.
Stakeholders • Independent owners • Workforce and vendors • Customers and communities • Franchisees • Marriott manages or franchises the vast majority of its hotels, and owns very few. • Christopher J. Nassetta, chief executive of Host Marriott Corp., a real estate investment trust (REIT) that owns 107 properties under various brand names
Market • Marriott manages or franchises the vast majority of its hotels, and owns very few. • Marriott can be considered a multinational or transnational corporations.
Culture • In the words of J. W. Marriott, Jr., “Culture is the life-thread and glue that links our past, present, and future.” • J. Willard Marriott’s simple goal: To provide “Good Food and Good Service at a Fair Price”
Culture • Four Key Points: • “Do whatever it takes to take care of the customer” • Pay extraordinary attention to detail • Take pride in their physical surroundings • Use their creativity to find new ways to meet the needs of customers • Financial impact
Diversity • "Marriott's commitment to global diversity is absolute. Our determination to provide opportunities for our associates and clientele is one of the main reasons people want to work and do business with us."J.W. Marriott, Jr., Chairman and CEO • Diversity is more than a goal, it's our business. • DiversityInc ranked Marriott as one of the Top 50 Companies for Diversity for the past two years.
Leaders and Leadership Style • J.W. Marriott Jr: Chairman and CEO of Marriott International • Has taken company from • family restaurant business to $19 billion global company • Leadership resume spans 50+ years in industry
Leaders and Leadership Style • Background • Hot Shoppes in high school/college • 1956: Joined company took over management in first hotel • 1964: President of company • 1972: Elected CEO • 1985: Elected chairman of board
Leaders and Leadership Style • 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
Leaders and Leadership Style • Hands-on leadership style • Importance of employees “associates” • “Spirit to serve” culture • Individual hotel appearances, front desk work • Well respected by employees
Leaders and Leadership Style • Community Involvement • National Urban League: Board of Trustees • Naval Academy Endowment Trust: Director • National Geographic Society: Board • World Travel & Tourism Council: Exec • National Business Center: Member • President’s Export Council: Chairman • Laura Bush Library Foundation: Chairman
Marriot’s Structure • General Manager, Department Managers (several), Supervisors, Associates • Departmentalization • Functional departmentalization • Unity of Command • One person reports to only one manager
Marriot’s Design • Overall it is mechanistic • Each department can be organic
Managing Change • Three Categories of Change • Structure • Technology • People • The Change Structure • Unfreezing • Changing • Refreezing
Managing Change • Change Agent • People who act as catalysts and assume the responsibility for changing process • Types of Change Agents • Managers • Non-managers • Outside consultants
Innovation • It is turning the outcomes of the creative process into useful products, services, or work methods • 3 variables to create the “right” environment for innovation • Structural • Cultural • Human resource
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.
Activity • Crossword
References • www.marriott.com • www.greaterdiversity.com/profiles/sponsors/fact_sheet.htm • www.detnews.com/2005/business/0503/27/c04-129752 • Marriott. (2005). Marriott Success You Can Experience [Brochure]. Marriott, J.W. Jr.: Author. • Marriott Internship packet • Robbins, Stephen P. and Coulter, Mary. (2005). Management 8th ed. New Jersey: Pearson Prentice Hall.