At the Marriott hotel when a new member of staff is being recruited they have a very strict induction and on going training programmes are up to a certain standard which run worldwide across to all the other Marriott hotels. These inductions and ongoing trainings are vital for new staff to complete at the Marriott up to a certain standard. The Marriott takes into account daily training and passport to success very seriously all though it costs the hotel a lot of money. On the other hand these trainings help the Marriott to remain successful worldwide.
House keeping
At the Marriott Hotel they believe House keeping is a performance and management maintenance of rooms and equipment of the hotel. The Marriott believes that housekeeping is extremely important and that it is crucial that housekeeping staff are trained and given the accurate and in-depth product knowledge at their induction and training at the Marriott. Housekeepers must keep up with this standard as it is extremely critical because the Marriott have one certain standard of how they perform their duties at work and how they do the work this standard runs across the globe at every Marriott hotel, such as the USA, Australia Germany and so on.
House keeping at the Marriott involves many tasks and the staff who are required to do the job must be trained officially and up to the Marriot standard in order to stay on the job, if housekeeping at the Marriott isn’t done to that particular standard the head of the housekeeper will receive criticism like it would happen in any other organisations. If rooms aren’t clean perfectly there is a very good chance that the hotel would lose a big percentage of their existing customers as well as the potential new customers. Housekeeping at the Marriott involves many tasks which means the staff must learn and take into account various things such as the how to clean things in detail, how to handle the chemicals. Learning to handle chemicals is very important because chemicals can be dangerous and flammable, however the staff must also be aware of cleaning times and schedules because they have a certain time when to clean rooms so they don’t appear to clean the rooms whilst there are people staying in it. The housekeeping staff can easily look this information up through the computer system which will point out to them which rooms are free or they may also be told which rooms need cleaning. The hotel is cleaned daily up to the Marriott standards; this includes public areas such as the garden and dining areas and obviously the rooms.
On the other hand housekeeping staff must also know how to take out other tasks such as how to refill mini bars, also a good knowledge of hotel geography is also required for housekeeping so they have a good idea where things are situated. For instance if they are in need of a vacuum or cleaning products they know exactly where to go. Secondly how to handle and use the products at the Marriott they have their unique ways in which a staff should handle things because they look at the health and safety so the housekeepers don’t use them in the wrong way and end up hurting them selves. Housekeeping staff are also trained to make the beds at the Marriott up to a certain standard which has all the information about it on the passport to success. A passport to success is given to the members of staff at the end of their training as a proof to show they are trained up to the Marriott standards. They also need to learn how to set up the bathroom and layout the toiletries up to a certain standard. Housekeeping doesn’t just involve a mop and a broom it also includes knowledge about health and safety and at the Marriott this is really important like it would be for many other organisations.
Banqueting and conference
Banqueting and conference managers and staff at the Marriott have many different types of duties. However they are also required to have a good knowledge about various things such as health and safety which is huge factor to be considered. Their duties and responsibilities may vary from person to person, for instance a waiter is required and must have good communication and listening skills in order to take notes from customers about banqueting requirements which they may need for a particular occasion. On the other the banqueting managers are there to be aware of the setting work schedules and how to monitor the staff and they are also the controlling inventory of the conference and banqueting department at the Marriott. However banqueting managers at the Marriott must also take into account that they are the ones who will be negotiating these particular arrangements for the customer with suppliers and clients so they must also pay close attention to details and have the ability to remain calm, if possible they can also throw in suggestions such as recommending a certain theme for a special occasion. However they must also have a good knowledge of what themes are available to mark certain occasions such as weddings, birthdays and so on.
On the other hand at the banqueting department at the Marriott hold up to 30 to 40 staff, staffs working in that area have huge product knowledge. It is vital for these staff to have this sort of particular skill as it will benefit the hotel because the customers in this area may be business guest. Businesses guests tend to pay full prices which are why organisations make loads of money by business visitors, and they like to impress these customers which is why staff must approach these guests in a formal manner; because of this, banqueting staff receive a lot more comprehensive training. Another essential skill required by these staff is the hotel geography in case they are asked questions about where things are located for instance the Spa.
Banqueting waiters have many different types of duties, however one type of duty is that they produce the banquet menus in that case they must memorise the menu back to front and know all the special offers going on, and all the specialties. The waiters must also have good ideas about certain meal deals and what goes best with it, they must have the ability to suggest which Champagne may be suitable for a certain meal and recommend it to the clients. Secondly waiters at the Marriott prepare budgets and the number of staff they may be in need for at a function, and decide who could do what and make sure it’s up to the Marriott standard. Banqueting staff also ensure that everything is clean; food hygiene is a big concern to stop cross contamination and food poisoning, so for this they make sure everything is purely spotless and maintained and put away properly. Health and safety is another concern, managers make sure the staff handle the equipments properly for instance a knife. Another dynamic part in this role is to have a good knowledge on food hygiene, this is so it stops cross contamination and staff in that area must know how to stop that.
Banqueting staff are trained really well and up to standard, this includes uniform rules, equipment safety, how to serve and set up tables and food, for instance the silver service. However they must also know how many rooms there are and how many people they can hold, they must also be aware of the availability of the audio visual equipment and other things which may come in use. However most importantly what’s on the menu. It is essential for banqueting managers to know what’s on the menu and the ingredients because there are different types of customers for instance vegetarians who don’t eat meat, Muslims who don’t eat certain types of food or people with allergies, so it is important they know the content of the menu.
On the other hand at the Marriott it’s vital for all members of staff to have a good knowledge off the geography of the hotel and this includes fire evacuation, banqueting staff must know where the fire exits are situated and how many there are, they must also be aware of the emergency procedures and what has to be done and how it should be handled when there is a fire alarm or a fire itself and they must be aware that it all has to be done to certain standard.
Reception
Introduction
At the Marriott Hotel there are many duties of a receptionist, the hotel holds up to 10 staff working at the hotels front office, these staff working at the receptionist are equally trained with product knowledge at their induction and training. Receptionist staff must also be able to provide a good customer service; this may include things like greet the customers in a good manner, smile at them to make them feel welcomed and that they are happy to see guests. However receptionist must also give out the impression that they take pride in what they do, this is because receptionists are the first to greet the visitors so they must have manners and give out a good impression to a great expression. Visitor’s initial impression of the whole organisation depends on how the member of staff at the reception behaves, so they must deal with visitors in a professional manner. However the position of a receptionist at the Marriott Hotel features a variety of duties, firstly they must be know the telephone procedures, they must have a good knowledge of all the prices and what’s available at the hotel for instance what offers there are fitness and spa.
Product knowledge
The receptionists at the Marriott are also involved in product knowledge as well as customer service, these members staff working at the reception are required to have wide product knowledge such as on certain charges of rooms. It is vital for a receptionist’s staff to have good product knowledge on rooms and the prices; they should also have the ability to provide enough information regarding the rooms. Customers need this basic information because they are who are paying fro their rooms, so if a customer is asking for a deluxe the member of staff dealing with this particular customer must be able to find out whether there is a deluxe available.
However receptionists at the Marriott must know everything about the data protection system and understand the importance of it and how it applies to the Marriott Hotel. Receptionist at the hotel must also be aware of the of the cash security procedure as this would really be important to the visitors, visitors would want to be able to trust the hotel with their cash. On the other hand complaints procedures present at organisations and the first person or people to deal with it are the people at the reception, at the Marriott Hotel if a visitor has to make a complaint the first place they will turn up is at the reception, so at that point the receptionist will have to have a good knowledge on how to deal with the customer and the complaint itself. Yet if the complaint is being dealt on a face-to face basis it will require more experience for the staff. All this produces good service as it allows the customers on one hand to say what they want and they have every right to do so and on the other hand the other hand the staff who will also feel good and they wouldn’t receive bullocks in their faces, as they are being calm and rational.
Providing information
On the other hand in some cases customers call the reception for room service at this point the staff the is there must know how to transfer that call to the right department , so receptionists staff must have a good hotel geography and most importantly the must know the numbers for the different departments. Staff at the reception must have a good knowledge hotel geography and the local area is required because people at the reception and the front desk office are the first and last people who are seen by the visitors, and in many cases they are asked about directions to either somewhere in the hotel or may be even which way is it to the train station. On the other hand the Marriott also requires its staff to have a good knowledge on the hotel history as when it comes to customers who are interested in the hotel history may ask a lot of questions, a staff who has the answers to these questions would provide good customer service, this would then reflect back to the customers opinion on the whole hotel, it would project a really good image about the hotel and look like it is a professional organisation with motivated staff.
On the other hand it is required for staff to have a basic knowledge on health and safety by law, as it could help them evacuate customers if there is a fire, they must also know information on fire and emergency procedure. Thus, it’s important for staff receptionist to have a good knowledge about the spa and its products and services because guests may want to use these facilities’ so they may ask questions relating to them, therefore the receptionist must be able to provide information and do this correctly. Hence if a staff cannot give correct information on particular products or facilities’ at the spa this will result in unhappy customers and confusion for the staff as well as the customers.
On the other hand receptionists must also know how book equipment make sure it meets the customers needs so for instance if there is a person with disability by law the receptionist will need to make sure the equipment meets the needs of the disabled. However a receptionist must be very familiar with all the disability access in case there is someone with disability and needs a hand with travelling around the hotel, this is because people with disability need that guidance and will need to be told where and how they can get that extra supported access to various areas around the hotel, for instance ramps.
Their duty
At the Marriott receptionists find themselves filling in a lot of forms and other important documents which is why being able to fill in forms is very important for receptions staff at the Marriott. Receptionists must also keep up with the assisting with the running of the hotel reception desk for instance they have to know about all the events going on at the hotel for example conference golf championship, or fitness/spa and most importantly prices and how to operate booking system. However if a customer is asking about a certain equipment at the gym staff would need know whether this particular product is available if not when it will be available, thy must be able to answer questions faster with out them having to look it up again. Receptionist must know the local area for instance the geography of the area because a lot of visitors tend to ask a lot of questions about the local area and about the local bars and clubs.
Other knowledge required by a receptionist staff is that they must be aware of the times the hotel opens and closes, this is just basic information which customers ask all the time and staff who can answer those questions with out having a look on the main system are doing good for the organisation as it projects a professional image.
Conclusion
In my own opinion I think at the Marriott hotel it is vital to have to have a good product knowledge in order to keep up with the hotels high standards, it is a really good skill and is certainly a very effective technique in order to sell because if a staff doesn’t have a product knowledge they can’t answer questions and then the customer wont buy the product. At the Marriott hotel they understand that having a goo product knowledge makes you enthusiastic about the product you are selling, it is an understanding of the items and services, this is extremely necessary because it helps you do a job effectively.
I believe it is major for the employees at the Marriott to receive that sort of induction and training as it will keep up the professional image which it has already succeeded in. The training and induction policy at the Marriott allows the staff to receive comprehensive training as it will help them boost their enthusiasm on the job they are doing and it will also make them feel more motivated.
I also believe having a wide range of product knowledge allows staff at the hotel to provide excellent customer service for many reasons. Firstly it is vital anyway for employees at the Marriott to recognize the value of the products they are selling and understand how they are made, and they must also know how they can be used and what other products they work better with. At some organisations employees are made to learn any special manufacturing process involved with the product if necessary, the production distribution and delivery and most importantly servicing, warranty and repair information. Many customers are very keen to know about the servicing and warranty.
The staff should also take into account that they are selling so they have to have a brief idea about pricing structure so they can provide the customers with information on the price and how it was made. However many travel and tourism staff are also required to have these knowledge as it would benefit the industry and bring in more sales, on the other hand we must take into account that not all travel and tourism industries which are service industries make products.
Guest model
Thus at the Marriott all the employees must their product knowledge to contract with their guests in an appropriate manner, however I believe that the GUEST model is a right way to deal with customers. Thus it is also very effective as all the staff there may form conformity within all members of the staff; it will also remind all the staff how and hot not to treat their guests.
Greet the guests, Use the guest’s name, Establish guest’s needs, Show interest in the guests and Thank the guest
Learn model
Thus, I also feel that the LERAN model is just as effective as it makes the guests feel they are most welcome at the hotel , the may also feel as though they are being valued so they may go away and then come back, repeat customers
Listen, Empathise, Apologise, React and Notify
Bibliography
-I find this site very useful as it had all the information which I needed regarding product knowledge
-I thought this site was not as useful as I didn’t use much information from it as it didn’t have much on it.
-This site was really helpful as it mentioned all the importance of product knowledge and how it affects the organisation when staff takes product knowledge into serious account.
-This was also a very useful and extremely helpful site as it had everything to do with using product knowledge in retail and how it sells best.
Books
by Elizabeth Orna-This book was really helpful, I used the local library site to look inside all these books; however this book was the most helpful book I had found on the site as it illustrated everything I needed to know about product knowledge. This book also had a lot about customer service and the role it plays for organisations.
by John Tschohl-This was also a very excellent book, this had everything I needed to know about what customer service does for and organisation, and it also mentioned the importance of it.
by Karen Leland and Keith Bailey-Very helpful, however it only contained basic information and only had examples of good customer service and product knowledge.
by Sally Bradley-this was an old book on customer service, I found it very useful as it had all helped me on my intro of this assignment.
by Kenneth H
by Allan Woods-This was also a very helpful book as it had all the information about customer service, with examples and different types of methods used by different types of organisation.
by Sean McManus-This was not a very useful book however it did have a little bit of information regarding product knowledge and why customer service is vital when running a business
By Sarah Cook -This was very helpful as it explained and gave examples of customer service strategies.
