Marriott Hotels
Insights & Service Design
Marriott Hotels Insights & Service Design
The Challenge
Marriott's Tribute Portfolio sought to unify their boutique hotels and highlight their commitment to genuine service. Celebrating each hotel's unique character, they aimed to preserve individuality while fostering ‘Sincere Service’ for authentic guest experiences.
The Task
The ask was to uncover the mindset, motivations, and environments that nurture such service, ensuring quality and authenticity.
In order to understand what ‘Sincere Service' means we needed to understand how ‘Sincerity’ is achieved within organisations, benchmarking best in class examples, and determining the attributes and actions which go into creating these experiences. All the insights lead us to identify six key behaviours that make up ‘Sincere Service’, which touch employees at all levels.
The Outcome
We translated these insights into collaborative workshops, culminating in a tailored learning and development program. This initiative equips employees with the skills to deliver top-tier service consistently across various locations. From advising on hiring individuals aligned with the brand's ethos to providing detailed instructions for implementing creative exercises, Tribute Portfolio now possesses the framework to construct a comprehensive toolkit for their independent hotels.