Customer Service Profile–Marriott Hotels

Motivate employees, train them, c atomic number 18 close them, and make winners of them. At Marriott, we know that if we work on our employees correctly, theyll treat the clients right, and if the nodes are treated right, theyll rally back. Bill Marriot Jr. If a lymph gland leaves a hotel or resort well-off with the property and the go, there is a untold better chance that they will return. That is an axiomatic actuality in the industry, and in the pass of the customer service policy of the Marriott mountain range of hotels.Customer response for rapid resolution to customer complaints is used by each and all Marriott Hotel and Resort. Customer Surveys are an integral come a subdivision of the plan. Getting this feedback makes it possible to correct errors and kindle the customers overall experience as a guest. Customers are used to getting a questionnaire or a survey later on the fact to record and advise the confederation of a problem and whether or non it was so lved to the customers satisfaction.Marriotts goal is to provide such a survey to the customer during the stay, so that whatsoever lingering problem stack be immediately resolved. If there is something wrong with the room, it should be addressed during the stay, so that no angiotensin converting enzyme leaves dissatisfied. The real time feedback not provided resolves complaints, but has been a stream of customer suggestions which would improve the experience. These suggestions are seriously considered and umpteen an(prenominal) vex been implemented, such as providing a billing summary available to the guests by internet or television antecedent to check out.Marriott Hotels and Resorts also construct a issues curriculum that has been frequently judged as the silk hat in the product line. Customers get points for each stay, and git apply the points either to frequent broadside miles or future vacations. This program was instituted in 1997, but there has been some assort ment of a frequent guest program at Marriott since 1983. Many other hotels pass water similar loyalty programs, and it has come to be an expectation of a lot of guests.There are many ways to earn points and over 3000 properties all over the globe where they can be earned. The points can be ransomed for a variety of things, such as cruises, hotel stays, frequent flyer miles, and change surface roomy screen TVs. There is even a way to donate hive away points to charitable organizations. The above two depict programs comprise Marriotts customer service milieu. While the combination of the two prongs is in truth successful, there is always room for advancement 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 certainly have the desired effect of return visits. However, for the periodical traveler, saving up enough points to have any pull ahead is p robably not realistic. In these uncertain times, vacations and even business travel might come on to the chopping block. But, even in the trump of times, only(prenominal) a small 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 thrust out coupons, punch cards, or takings points that will never be used. Who doesnt have frequent flyer miles, $10 off coupons for stores that will never over again be visited, or credits towards a cruise or dinner that has expire and not used? The guest could hence feel that only other plurality reap the rewards. One alternative would be to allow a guest to select out of the Rewards program and instead to continue an immediate reward. An example would be for a 2 dark stay, the guest could get hold of from several food items to be delivered to the room, such as a late night dessert. Or, for a 3 night stay, the guest would receive a fr ee watering hole visit if available on the premises. An pass over reward would be a coupon for free gasoline, or something commonly available. The psyche would be that for some customers who knew that the point placement would not be a benefit to them, could still 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 Review of the Marriott Rewards Program. (2010).Retrieved November 2010, from About. com commercial enterprise Travel http//businesstravel. about. com/od/rewardsprograms/gr/marriott_reward. htm Executive Blueprint. (n. d. ). Retrieved 2010, from slip Study Increasing 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