Guest Reviews Marriott International Case

Guest Reviews Marriott International Case

GUEST REVIEWS: MARRIOTT INTERNATIONAL CASE 2

GuestReviews: Marriott International Case

GuestReviews: Marriott International Case

IfI was in charge of including guest reviews at Marriott International,I would add the reviews and even encourage guests to provide thereviews. This is because guest reviews give the management thecustomer perspective about the services provided at MarriottInternational. In addition, the positive guest reviews about thehotel will promote the image of the organization in the market. Whendisplayed on the website, other prospective guests will get a reasonto prefer Marriott International over other hotels. By doing this,Marriott International will gain a competitive advantage out of theguest reviews.

Inaddition, the use of reviews for guests will help MarriottInternational to gather important information from customers thatwill help the management improve the services of the organization.The reviews will provide customer feedback about the services theyreceived at Marriott International and the level of theirsatisfaction. Through the analysis of the reviews, the management atMarriott International will change their services in line with thecustomer demands. At the same time, guest reviews will help MarriottInternational to introduce new products and services that customershad expected to have but did not. This information can only beobtained through the use of the reviews.

Becauseof the importance of the guest reviews, I would make it easy for theguests to present their feedback through the reviews. I would add thereviews in all the areas where the guests are located or at libertyto interact with the hotel. For instance, I would formulate briefreview forms and place them in the guest rooms, restaurant loungesand on the website of the organization. This will give the guests awide variety of platforms to provide the reviews about the servicesat Marriott International.