Final Project for Management

2. Marriott Hotels
Ishtiaq ur Rahman
Manzoor Hussain
Muhammad Nadeem
Mushtaq Hussain
Submitted To:Mohsin Zeb

3. 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 Miller
John Marriott President & COO
EVP Owner and SVP Risk SVP Lodging VP;President & President, Marriott
Vice 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 Jannini
Director, Corporate SVP Owner & Franchise
EVP - Communications EVP Brand Management
Communications Services

4. 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

5. 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.

6. 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.

7. Marriott Islamabad Overview

8. 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 nation's
capital to work in the defense industry

9. 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
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.

10. 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 Bob's Big Boy Restaurants.
 1969: Marriott's 1st international hotel opens
in Acapulco, Mexico
 1972: J.W. Marriott, Jr., is named CEO

11. 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

12. 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

13. Cont..
 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.

14. 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.

15. Cont..
 In Pakistan Marriott has two branches one in
Islamabad and the other in Karachi.
 The two branches are owned and operated by
Hashwani's Group of HHL (Hashwani’s Hotel Limited)
in Pakistan.

16. 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

17. 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”

18. Objectives
 Stay live
 Greatest customer satisfaction
 Profit maximization
 Owner equity

19. 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.

20. 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 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.

21. Organizational Structure
General Manager
Executive Assistant Manager
Human Resource Engg Finance Room Division Manager Sales & Marketing Food & Beverages Credit IT
Payable Cost Control Purchase Income Audit Payroll
Health Club Front Office House keeping Business Center

22. Hierarchy of Authority
Marriott's 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.

23. Marriott’s Brands
Luxury Lodging
Full Service
Select Service
Extended Stay
Ownership Resorts
23

24. 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.

25. 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).

26. Market Share (International)

27. Centralization & Decentralization
 Centralization
All orders are taken from the head office. In Hong
Kong's 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.

28. 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

29. 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

30. 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

31. 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.

32. Core Values

33. 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.

34. 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

35. 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

36. 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.

37. Questions?