Johnny Caleb

Walker Manchester

Kirti Atri

Genevieve Kloch Dean Altshuler

Communication Plan for
Marriott
 Intended Narratives and Core
Values
● Treatment of Employees

● Customer Service

● Innovation

● Reputation

● Environment
 Unintended Narratives and the
need for a Communication Plan

Incident 1 Incident 2

Went against treatment of employees core Created controversy and put a bad
value reputation of this specific hotel
R1 - Customer
Satisfaction Survey
● Send customers an optional detailed
survey after their stay at any Marriott
owned establishment

● Asks questions about how customers felt

about certain aspects of their stay 1-5 with
a chance to explain and their reasoning
belowNote
R2 - A Screening
Process for Events
● Create a team (at each hotel made of
current employees) devoted to ensuring
conflicting events are not being hosted
concurrently

● When guests are booking their stay,

they will be made aware of events being
hosted at that specific hotel
R3 -Implementation
of Employee
Newsletter
● Sharing Employee Updates Bi-monthly

● Employee Feedback Section

● Include Customer Testimonials

BUDGET -
Wages for
Screening Newsletter
Committee
● 60% of budget towards ● 20% of budget towards
increased wages for said creation and implementation
committee members of the newsletter

Analytics Miscellaneous
● 10% allocated for Costs
analytics ● 10% allocated for
● Customer Survey unanticipated
● KPI Metrics costs
Timeline

● Immediate implications
- In response to right wing controversy
- In response to compensation issue with employees

● Quarterly Check Ins

- To assist progress in response to action plans
- Will ensure we do not lose track of our goals
KPIs
● Key Performance Indicators
- Will focus on Employee Engagement Metrics and the Event Hosting Complex Index
- Acting as barometers, ensuring that our actions align with core values/intended narratives

● Conclusion
- Marriott is fully committed to rebuilding trust. The plan, with a clear timeline and KPIs, shows
dedication to transparency, continuous improvement, and excellence in customer and employee
satisfaction.
THANKS!

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