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Marriott Hotels in Australia - Essay Example

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Three key stakeholders – employees, customers and shareholders are the forces of loyalty who are central to achieving success (Reichfield, 2001). These are also the primary stakeholders at Marriot hotels, as strongly…
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Download file to see previous pages The Marriot way of doing business has been to reward good performance in its employees, both among the management as well as staff paid hourly rates. The primary stakeholders as identified by the “Marriot way” includes associates, guests and communities, thereby including employees, suppliers and retailers as well as its guests and members of the general community and the Company aims to provide the kind of services that can reach out to all of these.(
Marriot Hotels in Australia have also developed effective communication strategies to communicate with these different groups of stakeholders. According to Vogel (2005:110) promoting value must also include the introduction of better business practices that can serve to improve the welfare of the communities within which these corporations function. Employee satisfaction for example, impacts upon customer and ultimately, shareholder satisfaction. As a result, effectively communicating with employees would include the introduction of measures that could improve their motivation levels, which in turn would improve employee satisfaction (Marchington and Wilkinson, 2005). Management behaviour impacts upon employee attitudes, which in turn leads to customer satisfaction. For example, in a hotel environment, satisfied frontline employees project an attitude that improves the customer experience of the hotel (Rust et al, 1996). The productivity of a business depends upon the levels of customer satisfaction.
The Marriot hotels have also developed a corporate image and profile, which have been communicated through its actions and annual reports. The core values of the Marriot hotels are centred around its “spirit to serve” philosophy.( and includes corporate social responsibility, or the introduction of corporate practices that “improve the workplace and benefit society in ways that go above and beyond what companies are legally required to ...Download file to see next pagesRead More
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