Market Management

The market operations team, located regionally, provides support in sales, operations, human resources, food and beverage, revenue management, finance, engineering and other business-critical areas.

Operations Planning

Marriott's operations planning organization continually provides innovative products and services to enhance guest satisfaction; brand operating specifications and standards for operational excellence; best practices that drive the improvement of operating performance; and quality assurance systems that reinforce standards at the hotels.

Balanced Scorecard

Marriott's Balanced Scorecard is a measurement tool that helps each property objectively measure its ability to balance the key strategic performance standards necessary for successfully meeting operational goals, including guest and associate satisfaction, market share, and financial results.

Guest Satisfaction Surveys

Marriott tracks customer feedback on an ongoing basis through the sophisticated Guest Satisfaction Survey (GSS). Tailored for each brand and managed on a hotel-level basis, Marriott's GSS encourages guests to evaluate the hotel and staff, thus identifying strengths, trends, and areas for improvement.

Pre-Opening Services

Marriott provides a wide range of pre-opening services, including support in the areas of training, systems installation, operations, sales and marketing, revenue management, and much more.

Architecture & Construction

Marriott's Architecture & Construction (A&C) division offers invaluable services to Marriott's owners and franchisees around the world in managing the complexities of hotel development and renovation projects. A&C provides support in the areas of architectural and interior design, project and construction management, and procurement-related services.

Owner and Franchise Services

Marriott's Owner and Franchise Services (OFS) group works with owners and franchisees to ensure that the full value of Marriott's best practices and systems are brought to bear on their behalf.

Training

As part of the company's strategic business objectives, Marriott is committed to recruiting and retaining the best possible associates, and to providing fair treatment and opportunities for advancement. To foster associates' proficiency in meeting and exceeding customers' expectations, Marriott uses a variety of interactive training programs, including on-property and off-site classes, comprehensive written materials and manuals, self-paced individualized courses, videotape sessions, CD-ROM interactive systems, and other cutting-edge learning tools.

Information Technology

Marriott's Information Resources division teams with internal businesses to refine and improve processes and technologies, further positioning Marriott to achieve a strong competitive advantage.

Diversity and the Diversity Ownership Program

Marriott has long believed in fostering a multicultural workforce. In addition, the company created the Diversity Ownership Program that encourages and provides support for minority and women representation in the Marriott franchise portfolio.

Revenue Management

Marriott has long been considered a pioneer in the lodging industry for its Revenue Management strategies and tools. These state-of-the-art systems optimize revenue through inventory management and innovative sales strategies, based on past demand patterns and sophisticated statistical techniques.

1. 2005 Marriott Owner Satisfaction Survey