Marriot is an international brand however the purpose of this controlled assessment, they will be my local business known as London Heathrow Marriott-LHM. Marriott is currently a private limited company (PLC) and has two other private investors as owners of the company. The Marriott hotel was founded in 1993 and is located in Harlington, Hayes. Currently its labour turnover for the month of September (2010) is an increase of 10.1%. Marriott acquires approximately 133,000 employee’s world wide and between 8,000-9,000 employees in the UK.
My other local business is The Body shop. The Body Shop is an international business
Definition of Aims
The long-term goals a business wants to achieve. Goals that a business wants to achieve to be successful. Explain what aims are
Definition of objectives
The specific steps taken by a business to achieve a goal
Objectives have to S.M.A.R.T, this stands for:
* Guest Satisfaction Superiority
* Marriott Profitability & Owner Return on Investment * Associate Satisfaction
* GSS (Customer Target) 75% (satisfied with overall service) * Sales turnover of £20m per annum
* Labour turnover less than or equal to 25%
Summarising Marriott’s aims and objectives
Marriot have set themselves three aims that they hope to achieve. These three aims vary from making a profit on their investment to guest and employee satisfaction. Marriott’s first aim and objective focuses on customer satisfaction. They are going to meet this goal by being customer focused and meeting customer needs. To achieve this they will do everything in their power to keep their customers happy to give recommendations to other people and for them to keep coming back to their hotel. They need to deliver the “wow factor” by providing the best quality of service. They intend to...