Customer Service Profile--Marriott Hotels

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Motivate employees, train them, care about them, and make winners of them. At Marriott, we know that if we treat our employees correctly, they’ll treat the customers right, and if the customers are treated right, they’ll come back.

Bill Marriot Jr.

If a customer leaves a hotel or resort satisfied with the property and the service, there is a much better chance that they will 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 response for rapid resolution to customer complaints is used by each and every 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 used to getting a questionnaire or a survey “after the fact” to record and advise the company of a problem and whether or not it was solved to the customer’s satisfaction. Marriott’s goal is to provide such a survey to the customer during the stay, so that any lingering problem can be immediately resolved. If there is something wrong with the room, it should be addressed during the stay, so that no one leaves dissatisfied. The real time feedback not only resolves complaints, but has been a stream of customer suggestions which would improve the experience. These suggestions are seriously considered and many have been implemented, such as providing a billing summary available to the guests by internet or television prior to check out.

Marriott Hotels and Resorts also have a Rewards program that has been frequently judged as the best in the business. Customers get points for each stay, and can apply the points either to frequent 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 hotels have similar “loyalty”...
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