Robert's Blog

The Marriot is a hotel company run by Bill Marriott and has been built upon the principles of his father’s small business – create a following based upon appreciation for the customer. This is rather difficult when the Marriot serves millions of guests each year, but the Marriott has built itself upon the pillar of customer service. Everyday since 1993, there has been a Marriott holiday where Bill makes personal phone calls to hotel guests. This is done in effort to showcase that the “company [reflects and recognizes] that our customers are the reason we go to work everyday. This was done through the initiative “See the World in a Whole New Way” in order to expand a target market. The Autograph Collection was developed, and a group of upscale luxury hotels have been designed to “reflect the adventurous spirit and uncompromising originality of the guests who seek them out”. These improvements have been made in order to capture the group of family vacationers. As Marriott’s depth grows it has begun to reach its new customers, and it is clear that the company will not sacrifice the quality of its customer segments and relationships even as the quantity increases.

https://www.cpp.com/pdfs/marriott.pdf

http://www.marriott.com/hotel-development/Autograph-Collection.mi

http://www.blogs.marriott.com/marriott-on-the-move/2013/10/helping-our-guests-see-the-world-in-a-whole-new-way.html (EXTERNAL BUSINESS BLOG)