Human Resource Management - Best Practices at Marriott International
|
|
ICMR HOME | Case Studies Collection
Case Details:
Case Code : HROB064
Case Length : 18 Pages
Period : 1997-2004
Pub Date : 2004
Teaching Note :Not Available
Organization : Marriott International
Industry : Hospitality
Countries : USA
To download Human Resource Management - Best Practices at Marriott
International case study
(Case Code: HROB064) click on the button below, and select the case from the list of available cases:
Price:
For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges
»
Human Resource, Organization Behavior Case Studies
» HRM Short Case Studies
» View Detailed Pricing Info
» How To Order This Case
» Business Case Studies
» Area Specific Case Studies
» Industry Wise Case Studies
» Company Wise Case Studies
Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
Chat with us
Please leave your feedback
|
|
<< Previous
The Spirit to Serve Contd...
|
The warm and considerate attitude of employees like Charles is, perhaps, the
major reason why customers across the world remain loyal to one name in the
hospitality industry -Marriott. Charles, through his conduct, reflected the
attitude of the 128,000 Marriott employees who strive to work with the 'spirit
to serve.'
Commenting on how Marriott creates loyal customers, JW Marriott said, "Our
people care a lot about the guests and we work very hard to encourage our people
to do so. We have reward programmes, employee celebrations and a lot of stroking
of our people to make sure they recognize the value of the guest."6
|
|
Background Note
In 1927, J. William Marriott (JW Marriott) set-up a nine-seat root beer7 shop
in Washington. After some time, William started serving hot food along with
the root beer and named the shop as 'The Hot Shoppe.' In 1929, Hot Shoppe
was officially incorporated as Hot Shoppes Inc and in 1937, Hot Shoppe,
ventured into airline catering at Washington airport, serving the Eastern,
American and Capital airlines.
Over the next three decades, Hot Shoppes
diversified into other businesses including food services management8 by
starting a cafeteria at the US Treasury Building in Washington DC and the
Highway Division. In 1966, the company ventured overseas, acquiring an
airline catering kitchen in Caracas, Venezuela. In November 1967, its name
was changed to the Marriott Corporation (Marriott).
|
|
In 1982, Marriott acquired Host International, a leading hospitality
services provider in the US, becoming the largest operator of
airport terminal food, beverage and merchandise facilities in the
US. In the 1980s, Marriott acquired several companies including the
American Resorts Corporation (vacation business, 1984), Gladieux
Corporation (food service company, 1985), Service Systems (contact
food service company, 1985), Howard Johnson Company (hotels & inns,
1985) and Residency Inn Company9
(1987). With the acquisition of the Saga Corporation, a diversified
food service management company in 1986, Marriott became the largest
food service management company in the US. |
Marriott also diversified into the moderate price segment of
hotels under the brand name 'Courtyard' (1983). In 1987, Marriott entered the
field of economy lodging by launching the first Fairfield Inn in Atlanta,
Georgia. That year, Marriott also launched its worldwide reservation centre
(WRC)10 at Omaha, Nebraska. This centre
became the largest one-point reservation operation in the US hotel industry...
Excerpts
>>
|
|
