Quality Control - Marriot Hotel

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‘Marriott International, Inc. is a leading worldwide hospitality company. Its heritage can be traced to a small root beer stand opened in Washington, D.C. in 1927 by J. Willard and Alice S. Marriott. Today it has more than 3500 lodging properties in the United States and 70 other countries and territories across 19 lodging and vacation resort ownership brands.

The company is headquartered in Bethesda, Md., and had approximately 137,000 employees at 2009 year-end. It is recognized by FORTUNE® as one of the best companies to work for, and by Newsweek as one of the greenest big companies in America. In fiscal year 2009, Marriott International reported sales from continuing operations of nearly $11 billion.

Marriott International's goal is to create significant value by aggressively building its brands and growing its businesses. The company is dedicated to providing exceptional service to customers, growth opportunities for associates, and attractive returns to shareholders and owners.’ [1]

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The flowchart above is describing the process behind room service. A flowchart would ultimately be drawn for each separate process as they are created within the company to try and eliminate as many infinite loops as possible. Each time an infinite loop appears within the process there is a potential for a low degree of customer satisfaction to the point where the customer may complain or even leave.

|Customer Requirements |Description | |Clean |The Marriott International Inc would be expected to be clean and tidy in every aspect of | | |its hotels. | |Well trained staff |The staff would need to be helpful, well spoken and mannered with an overall knowledge of| | |the company grounds to assist customers as much as possible. | |Relaxed atmosphere |The atmosphere would need to be relaxed as a high proportion of guests will have or be | | |attending stressful meetings which they will need a break from. | |Pleasing aesthetics |The overall look of the hotels needs to be pleasing to the eye to aid in the relaxation | | |and overall customer satisfaction. | |Attention to detail, quality |Attention to detail is key in creating the correct feel within the hotels. | |Variety of service & options |A variety of service and options is needed, especially in the restaurant and room service| | |to maintain customer satisfaction. | |Consistency |The hotels need to be consistently of a high standard so that customers know what to | | |expect from one hotel to the next when travelling from place to place. | |Entertainment |Entertainment is key to keeping the hotels a relaxed environment. Good entertainment | | |would keep the custom within the hotel rather than seeking elsewhere. | |Deals |Deals will help to lure newer customers into trying out the hotel and keep the old | | |customers coming back for sure if they liked it the first time. | |Location |Location is important for access to meetings of any nature elsewhere within the city. | |Premium Facilities...
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