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JWMarriott.svg, Group 3 S4.Fm-02, Roos Brabers Pien van Olst …
The 5 v's
Variation
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Marriot JW = High | Seasonality in Hospitality, Catering more to holidays rather than business (amenitz, 2019) (gogana93, 2025)
Variability
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Marriot JW = Low | Few customisation options(Bova, 2018)
Variety
Marriot International = High | 36 brands (Cloudbeds, 2024)
Marriot JW = Medium | Spa, Relaxation, Restaurant, Bar, Lodging, Events. (Hollander, 2022)
Visbility
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Marriot JW = Low | Behind closed doors, Little insight on processes
Servuction model
Front office | Reception, Waiters
Back Office | Administration, Cleaning, Maintenance
Volume
Marriot JW = Medium | 48.000 Rooms availabe across 121 properties (Marriott International, 2023)
Marriot International = High | 8700+ Properties (Cloudbeds, 2024)
4 Core principles
Product & service development process (Report on Hospitality Operations Management at JW Marriott Hotel, 2020)
Business analysis
A thorough analysis is conducted to assess the potential profitability and market impact of the new product or service.
Product development
Once a concept passes the business analysis stage, it moves into development. This involves creating prototypes, refining the design, and ensuring that the product or service meets quality standards
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Market testing
The new product or service is tested in a real-world setting to gather additional feedback and make any necessary adjustments before a full-scale launch
Screening
Ideas are evaluated to determine their feasibility and alignment with JW Marriott's brand values and goals.
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Idea generation
Involves brainstorming and gathering ideas from various sources, including guest feedback, market research, and industry trends
Post-launch review
After the launch, JW Marriott continuously monitors the performance of the new product or service, gathering feedback and making improvements as needed
Supplier relation process (tradeshift, 2021)
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Customer relation process (Muzaffar Ali, 2017)
Loyalty programs
Marriott Bonvoy, the company's loyalty program, rewards guests with points. This program helps to foster repeat business and brand loyalty
Feedback and improvement
JW Marriott actively seeks guest feedback through surveys and direct communication. This feedback is used to continuously improve services and address any issues promptly.
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Employee training
Staff at JW Marriott are trained to provide high levels of customer service, ensuring that every guest interaction is positive and memorable
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operation strategy
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technology integration
Digital check-ins, smart room features, and loyalty programs
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core values (Marriott International, 2024)
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Embracing change
Continually calculating the customers wants and needs regarding new brands, locations and experiences.
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Serving the world
Having a sustainability and social platform where they serve 360; doing good in every direction, to ensure they work in a sustainable way wherever Marriott decides to do business.
Order Winners
Marriot International Loyalty Programm (Marriott, 2013)
Part of strong hotel chain (J.W. Marriott, Jr., 2018)
Business Events (Conference Hotel Group - Hotel, 2022)
Wellness (Seven Days of Well-Being | Experiences | JW Marriott, 2024)
Order Qualifiers
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Basic employee knowledge (Lacalle, 2022)
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(Marriott Segmentation, Targeting And Positioning: An Overview, 2023)
(Marriott Market Segmentation – Analysis Report, 2023)
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(Decoding JW Marriotts Marketing Strategy - OSUM, 2024)
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