Evaluation of the Rooms Division Department's Organization and

Distribution of Responsibilities in Marriott:

Marriott, like other major hotel chains, has a well-structured rooms division department. The
organization and distribution of responsibilities are critical to ensuring the seamless operation of the
department. In Marriott, this department typically includes the following key roles:

Front Desk: The front desk team is responsible for guest check-in, check-out, reservations, guest
information, and addressing inquiries and concerns. Marriott's high standards in customer service are
reflected in the training and efficiency of its front desk staff.

Housekeeping: Housekeeping is tasked with maintaining the cleanliness and order of guest rooms,
public areas, and other hotel spaces. Marriott places great emphasis on housekeeping quality and
hygiene standards to ensure guest satisfaction.

Concierge Services: This department assists guests with various needs such as booking tours,
transportation, and restaurant reservations. Marriott's concierge services contribute to enhancing the
overall guest experience.

Reservations: Handling reservations efficiently and accurately is crucial. Marriott's central

reservation system (CRS) ensures that rooms are allocated, and reservations are managed effectively.

Guest Services: This department caters to guests' additional needs, such as room service, wake-up
calls, and special requests. Marriott's commitment to personalized services makes guest satisfaction a
priority.

Evaluation of the Contribution of Room Division in Marriott:

The rooms division plays a significant role in Marriott's overall success and guest satisfaction. Its
contributions include:

Revenue Generation: Rooms division is a primary revenue generator through room bookings,
upselling, and maximizing occupancy rates. Marriott's pricing strategies and loyalty programs
contribute to revenue growth.

Guest Satisfaction: The quality of accommodation and services in Marriott directly impacts guest
satisfaction. Marriott's high-quality standards and commitment to guest comfort contribute
significantly to positive reviews and repeat business.
Operational Efficiency: Efficient operations ensure that rooms are cleaned, maintained, and made
available for guests promptly. Marriott's efficient housekeeping and front desk operations help
maintain high occupancy rates.

Brand Image: Marriott's reputation for consistency, reliability, and quality in room division
operations contributes to its strong brand image and global success.

Evaluation of Shortfalls and Weaknesses in Performance in Marriott:

Despite Marriott's overall excellence, there are some areas where shortfalls and weaknesses can be
identified:

Customer Complaints: Like any large hotel chain, Marriott may receive customer complaints related
to issues such as room cleanliness, service delays, or reservations. These issues need to be promptly
addressed to prevent guest dissatisfaction.

Employee Turnover: High employee turnover can affect service quality and consistency. Marriott
needs to focus on employee retention and training to maintain service excellence.

Technology Challenges: While Marriott invests heavily in technology, challenges like system
downtime or integration issues can impact guest experiences and efficiency in operations.

Sustainability: The hotel industry faces challenges related to sustainability and environmental
impact. Marriott needs to continually improve sustainability practices and reduce its carbon footprint.

Evaluation of the Quality of Furniture, Fittings, and Furnishings, Their

Purchase, and Care Requirements in Marriott:

Marriott's reputation for quality extends to its choice of furniture, fittings, and furnishings. These
elements are carefully selected to ensure a comfortable and aesthetically pleasing guest experience.
The purchase and care requirements include:

Quality Assurance: Marriott selects high-quality furniture and furnishings that are both functional
and aesthetically pleasing. Quality assurance is essential to maintain consistency across properties.
Regular Maintenance: Marriott invests in regular maintenance and replacement of furniture and
fittings to ensure they remain in good condition. This minimizes wear and tear, contributing to a
positive guest experience.

Sustainability: Marriott is increasingly focused on sustainable and eco-friendly choices in furniture

and fittings. This aligns with global efforts to reduce the environmental impact of the hospitality
industry.

Evaluation of the Distribution of Security and Safety Responsibilities

within the Department in Marriott:

Marriott places a strong emphasis on guest safety and security, distributing responsibilities as follows:

Security Personnel: Marriott employs trained security personnel responsible for ensuring the safety
of guests and property.

Emergency Procedures: The rooms division department is well-versed in emergency procedures,

such as fire evacuation plans and medical response.

Guest Information: The front desk and concierge staff provide guests with information about safety
measures and any potential risks.

Surveillance and Access Control: Marriott uses surveillance cameras and access control systems to
monitor and secure its properties.

Evaluation of the Use of Property Management Systems in Marriott:

Marriott, like many modern hotel chains, relies on property management systems (PMS) to streamline
operations. The use of PMS in Marriott includes:

Reservations: Marriott's PMS efficiently manages room reservations and availability.

Check-in/Check-out: PMS facilitates a swift check-in and check-out process, reducing wait times for
guests.
Inventory Management: Marriott's PMS helps manage room inventory, making it easier to optimize
occupancy rates.

Guest Data: PMS systems in Marriott store guest information for personalizing services and
improving guest experiences.

Billing and Invoicing: PMS systems in Marriott ensure accurate billing and invoicing, reducing
errors and disputes.

In conclusion, Marriott's rooms division department is a well-organized and critical component of its
operations, contributing significantly to its success. While there are occasional shortfalls and
challenges, the company's commitment to quality, guest satisfaction, and technological advancement
positions it as a leader in the hospitality industry. Marriott's use of property management systems and
attention to safety and security further enhance its operational excellence.

Recommendations:

Enhance Employee Training and Retention:

Invest in comprehensive training programs to empower employees with the skills and knowledge
needed for exceptional guest service. Additionally, implement initiatives to improve employee
retention and job satisfaction.
Reference: Phillips, J. (2018). Employee Training and Development. Routledge.
Implement Robust Technology Disaster Recovery Plans:
Develop and maintain robust disaster recovery plans for critical technology systems to minimize
downtime and ensure a seamless guest experience even in the face of technological challenges.
Reference: Verma, D. (2021). Disaster Recovery Planning for IT Professionals. Apress.
Strengthen Sustainability Practices:

Enhance sustainability practices by reducing energy consumption, waste generation, and water usage.
Implement eco-friendly initiatives, such as green building certifications and renewable energy
sources.
Reference: Weaver, P., & Dixon, A. (2019). Sustainable Practices in the Hospitality Industry.
Goodfellow Publishers.

Continuous Guest Feedback and Improvement:

Establish a systematic process for collecting and analyzing guest feedback, and use it to drive
continuous improvement in areas identified for enhancement.
Reference: Sloan, P., & Legrand, W. (2017). It's Not What You Do, It's How You Do It: Data-Driven
Feedback and Organizational Performance. The Cornell Hospitality Report.
Enhance Sustainability in Procurement:

Focus on sustainable procurement practices by sourcing furniture, fittings, and furnishings from
suppliers who prioritize environmentally responsible materials and production methods.
Reference: Paniagua, J., Sapena, J., & Lorente, J. J. (2012). Sustainability in the Hospitality Industry:
An Analysis of Drivers and Barriers to Engage in Environmental and Social Responsibility. Cornell
Hospitality Quarterly.