Skip to main content

A Tour of Marriott Hotels (Courtyard and Residence Inn in Syracuse)

The Hotel & Resort Operations class and I toured two Marriott Hotels in Syracuse yesterday. They are Courtyard and Residence Inn. In addition, we met with the Market Sales Leader of Marriott (New York State), two Regional Account Managers, and the GMs of Courtyard, Residence Inn, and SpringHill Suites.

The SpringHill Suites was open last fall. The Residence Inn just completed a renovation. The Courtyard will soon go through a 1.7 million renovation. I feel very excited of seeing these new or re-modeled lodging products in the Syracuse market.

One of the highlights is that Marriott restructured the functions and responsibilities of Sales. Marriott used to hire sales representatives or managers to take care of different brands, which I name it “brand-centered sales structure.” Now, Marriott relies on Account Managers to oversee different accounts or clients. Account Managers sell whatever products that their clients need --- from limited service to luxury hotels, from rooms to banquet service and functional space, basically everything. I call this approach “client-centered sales structure.” I do not think “client-centered” is a new practice in the industry, but it is definitely a good change for Marriott. I believe Account Managers can serve Marriott’s clients better than “(Brand) Sales Managers.”

If you went to the tour, what other observations do you want to share with us? If you did not join us, what new operational approach(es) do you want to share with us?

References:
Pictures was downloaded from the Marriott webpage of Residence Inn Syracuse.

Comments

Popular posts from this blog

Want a job at McDonald’s? Now, it is as easy as talking to Alexa

McDonald’s Corporation introduced the world’s first voice-initiated job application process called McDonald’s Apply Thru. Now, job seekers can initiate the job application process through McDonald’s Apply Thru by taking to either Alexa or Google Assistant.

How McDonald’s Apply Thru works
The job application process begins with the applicants saying:
Alexa, help me get a job at McDonald’s.” 
or
“Google, help me get a job at McDonald’s.”
Then, the job applicants will need to answer a few basic questions, including their name, job of interest, and the location where they want to work.
Afterward, the job applicants will receive a text message with a hyperlink that will take the applicants to continue the rest of the application process.  
Where McDonald’s Apply Thru serve
McDonald’s Apply Thru is now available in nine countries, including the U.S., U.K., Canada, Australia, France, Germany, Ireland, Italy, and Spain. It will be made available to other countries in the coming months.
Why McDona…

Is today's market too tough for upscale restaurants?

Operating a restaurant is never easy, but is it particularly challenging for upscale restaurants?

Restaurants Unlimited Inc., for instance, which operates 35 fine-dining and “polished casual” eateries, filed for bankruptcy in Delaware last week. Earlier in June, the Four Seasons Restaurant, an iconic spot for power lunch in Manhattan also closed for business after its reopening within less a year.

Are these two examples an isolated case or the tip of the iceberg? Then, if upscale restaurants are struggling to survive in today’s market, what challenges are they facing?

The rising labor cost

According to the Bloomberg report, Restaurant Unlimited Inc. hires 50 salaried employees at the chain’s headquarter in Seattle, plus another 168 full-time and 1,885 part-time restaurant workers. The rising wages in Seattle, San Francisco, and Portland have resulted in a total of $10.6 million wage expenses in the fiscal year of 2019. Nevertheless, its revenue for the year ended in May dropped 1%, at $…

Suggestive Selling – All You Have to Do is Ask!! (By Nicole Lee)

A simple, relatively normal thing occurred while in the drive-through at Del Taco with my boyfriend the other day.After placing our semi-high maintenance food order, the person taking my order, in a forced monotone voice, unenthusiastically asks, “Would you like to add our new blah, blah, blah for dessert?”All my sweet-tooth-driven ears heard was “dessert” and I wanted something sugary to complete my four-course drive-through meal. My boyfriend asked if I wanted the donut thing they were trying to push, but I ended up going with a churro.As we received our food, my boyfriend told the server, “Good job on the upsell.”In which we received the same unenthusiastic “thank you” in reply. This all led to a discussion about suggestive selling, how easy it is, how to do it correctly, and how beneficial it is.Of course, this Del Taco drive-through upsell experience did not meet our standards of how to do it correctly, but it worked!

Easy-Peasy
Both my boyfriend and I have sales and hospitality ba…