An Analysis of training systems in JW Marriott Hotel to affect the QGS
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There is a puzzle for every hotel company: How to satisfy customers? No doubt that satisfied customers would be easily turned into returning customers. However, there are just too many factors that can influence their total experience. For this reason, “Quality guest service” becomes a golden rule and goal in hospitality.
One of the leading hotel, JW Marriott Hotels is the most deluxe and elegant brand in Marriott Inc. Since 1927, there are 39 JW Marriott hotels in worldwide. Obviously, JW Marriott has solved the puzzle in certain degree. This paper has attempted to investigate how JW Marriott hotels achieve quality guest service in training area by using academic research, secondary data and a quantitative survey within HTMi, international hotel school in Swiss.
This paper would not complete without several individuals’ help. They encourage and assist me through the research paper period.
First of all, I would like to thank Ms Mckenzie who supervises my research. She helps and guides me so that I am able to pick my thousand pieces up to make things work. Many colleagues have concerned and offered suggestions especially Ada and Emily. Finally, I would like to thank my family members that they support my study and willing to listen, to love as always.
Table of Contents
List of appendixiii
Table of contentsiv
2. Literature Reviewp.8
5.1 To investigate training system in JW Marriott Hotelp.17 5.2 To analyze the performance in JW Marriottp.18
6. Conclusionp. 19
7. Recommendationsp. 20
8. Referencep. 21
9. Appendixp. 26
List of appendix
Figure 2.1 The effectiveness of training model based on Richard 2002
Figure 2.2 Customer Satisfaction Model of Kano
Figure 4.1 Percentage in different departments before and after 2008
Figure 4.2 Percentage in nationality
Figure 5.2 – 1 “JD European Hotel Guest Satisfaction Index Study: Upper
Appendix 1 Primary survey
Marriott Inc. was recognized by FORTUNE magazine as “100 Best Companies to Work For”, for the eleventh consecutive years in 2010 (Fortune Magazine 2010). “I take well care of my employees, so, in return, they take care of my customers” (Marriott 2009). It sounds simple, like piece of cake. Based on curiosity, author will reveal the magic so that reader can find out the secret behind the success.
In 1927, J. Willard Marriott opened a...