Facilitating Supplementary Services

Information:
Customer often require information about how to obtain and use a product or service.

 Direction to service site: Guest can search the name Marriott and they will be directed to the website.
 Service Hours: Marriott provides any time any day service for most of their services to their guests.
 Prices: Guests can check the prices for their services on Marriott website as well as at other hotel
booking sites and through reception.
 Conditions of sales/service: Guests can find all the terms and conditions for the services on Marriott’s
website.
 Confirmation of reservation: Marriott send the confirmation details on the provided contact details
like email address, phone etc.
 Receipts and tickets: Guests can get their receipts and check-in tickets through email or phone.

Order Taking:
Customer wants Polite, Fast and Accurate way for hassle free order taking process so that customer do not waste
time and endure unnecessary mental or physical effort.

 Applications: Marriott require potential customers to go through application process where customer
need to fill all the details so they can eliminate any future issues and could provide best possible
services to their customers.
 Order Entry: In Marriott, order entry can be received through sales phone, e-mail, online, and on-site.
 Reservations and Check-in: Marriott now make use of paperless systems, based on Marriott Bonvoy
through which customer can use all the services of Marriott portfolio by using one card only and guests
receive a confirmation number when they make reservations and need to show only and mentioned
identification at the reception to get the room card and other services.
Billing:
Billing is common to almost all services and customers usually expect bills to be clear. Even through billing
company can create a distinct advantage. Inaccurate, illegible, or incomplete bills risk disappointing customers
who may, up to that point, have been quite satisfied with their experience.

 Marriott provides an invoice for individual transactions which help customer to understand the
transactions as well as help Marriott to maintain proper database.
 There is no verbal statement for the transaction in Marriott every invoice is provided in printed format
or through soft copy.
 They are very conscious in providing bills timely which encourages guests to make payment faster.
 In Marriott, guest can see their bills beforehand on the TV monitors in their rooms.

Payment:
Customer expect different kind of payment options by using cash, cards into machines, internet banking or other
modes like paypal, google pay, paytm etc. Customer expects that these equipment should be maintained
properly for hassle free payment experience.

 Self-service: Marriott provides different kind of payment options to their guests and one of them is self
service payment in which guests can pay by using credit/debit cards, electronic fund transfers etc.
 Direct to payee or intermediary: Marriott have its exclusive loyalty program which provides loyalty
cards to their customer which are redeemable for future services in Marriott and other chains.

Enhancing Supplementary Services

Consultation:
It involves deeply proving of customer’s needs and wants in order to provide exactly what they want. Marriott
provides different kind of room compartments according to the need. Before making the reservation, customer
can consult to Marriott’s personnel to get the proper service and it helps Marriott in providing value to the
customer and also helps in managing the customer’s data.

 Luxury Room
 Deluxe Room
 Luxury Suite
 Royal Suite

Hospitality:
Hospitality service should make customer to feel that they are here to give whatever you want. The quality of
the hospitality services offered by a firm can increase or decrease satisfaction with the core product. Marriott
has its own hospitality service company means they know how to serve customers.

 Greeting: In Marriott, they know the importance of greeting the customer. Every employee of Marriott
greets very enthusiastically to the customer and always available for help.
  Rooms and Food: Marriott redesigned the Marriott hotels guests’ room to be more inviting and
exciting. A place that sparks creativity, fuels the imagination, and welcomes reflection and relaxation.
Marriott Hotels provides Mind Menu includes a variety of delicious snacks and beverages with active
ingredients that will enhance your mind and body.
 Toilets and Washrooms: Marriott cares for hygiene and that’s why they provides the clean washrooms
with all the possible amenities.
 Transport: Marriott also provides taxi to their customer on the basis of prior booking. They also help in
transport booking.
 Security: Security is the concern of every customer and that’s why they provides all kind of security to
their customer. Ex- For room unlocking guest need a card instead which is allotted by receptionist and
they have only one card for one room in case of card lost, customer need to provide all the
identification to get the master card.

Safekeeping:
While visiting a service site, customers often want their personal possessions to be “looked after”. In fact,
customers avoid certain places that do not have safekeeping services .

 Caring for possessions customer bring with them: In Marriott, they provides best possible safekeeping
service in parking for vehicles they have their own valet parking with security personnel.

Exceptions:
Exceptions involves supplementary services that fall outside the normal service delivery. Exceptions include
special requests, and problem solving

 Special requests in advance of service delivery

Testimonials by the customer for the exceptional services by Marriott

My husband had hiatal surgery and the Marriott provided us an extra night during a busy time for them. I got to
be near my husband who had successful surgery! Thank you, Marriott!

The Mumbai hotel is a truly exceptional property from the standpoint of customer service. Ranked high in your
system, they take care of the little things along with the bigger ones. A few weeks ago, I was under the weather
and they made me a bowl of chicken soup (not on the menu). Yesterday they made me a heroine by perfectly
handling a daylong meeting of women who saw the attention to detail. This is real SERVICE.
Loyalty Program:
Mariott Rewards:

Marriott has designed a rewards portal that breaks their program into clear sections members can click between
to learn everything there is to know about the program.

With six different VIP levels, Marriott Rewards knows how to make you feel like one of the travel elite. From
mobile check-in services to bonus points and hotel welcome gifts, everyone can feel special no matter how
much you travel! With Silver Elite, Gold Elite, Platinum Elite, Platinum Premier Elite, and Platinum
Ambassador status up for grabs, members only need to stay with Marriott 10 nights/year to reach the next tier.
From there, the 25 night milestone increments are incredibly reasonable, making the program accessible to
anyone who takes more than one trip a year.

The real luxury comes with their Platinum Ambassador tier, though. Intended for business travelers who can
take advantage of the program all year long, this exclusive VIP tier pulls out all the stops to make every Marriott
stay a perfectly-personalized experience. Not only do Ambassadors have the option to choose their 24 hour
check in and check out window, they’re also treated to special welcome gifts and exclusive member rates that no
one else has.

Earning rules aren't clear

I know I just said that there’s such a thing as too much information, but it’s also possible to give too little.
Somehow, Marriott Rewards has managed to do both on their Earn Points page.

As a customer, the things that prompt you to join a rewards program are the rewards you can earn and how easy
those rewards are to get. Without that information, it’s difficult to determine if becoming a member is worth
your time.

Mariott Bonvoy:

Marriott International’s loyalty program is Marriott Bonvoy™. Prior to February 2019, the program operated
under three names: Marriott Rewards®.

From August 2018 through February 2019, there three programs shared a unified currency, Elite Status and
benefits. But this was temporary while they created a new name and branding for one single program. In
February the three programs became Marriott Bonvoy. It’s the same great program with a single new name, look
and attitude. The name Bonvoy is derived from bon voyage, which means “good travels.” We believe travel is
good because it has the power to transform, educate and enrich our Members and those they meet around the
world.

You can use your loyalty program membership at 7,000+ participating hotels across our extraordinary portfolio
of brands in 131 countries. Learn more about our brands.

Membership is free. Always. Simply complete the online enrollment form to join.

Your virtual Marriott BonvoyTM Membership card is easily accessible on your mobile devices, when you
download the coordinating app from iTunes or Google Play and visit the “My Account” tab.
Members must remain active in Marriott Bonvoy to retain the Points they accumulate. If a Member is not active
for 24 consecutive months, that Member will forfeit all accumulated Points. Members can remain active by
earning Points or Miles or redeeming Points at least once every 24 months. Points never expire with Lifetime
Elite Status.

There are two types of gift cards Members can redeem their Points for — Marriott Gift Cards and Merchandise
and Retailer Gift Cards. Marriott Gift Cards are used for stays and golf, spa or meeting expenses at certain
properties that allow the use of gift cards. A Member can also use his/her Points for Merchandise and Retailer
Gift Cards from partners affiliated with Marriott Bonvoy.