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

Yammer: A Social Networking Site Exclusively for the Workplace

Effective internal communications among employees are related to some desirable organizational outcomes, such as robust morale, a clear vision, low turnover, and high employee engagement. The question is what platform can serve the purpose. This ABC News video introduces “ Yammer ,” an exclusive internal communication tool for companies. A user must use a valid company e-mail address to sign up for an account. Once an account is validated, the user will be led to the company page that is pretty much like a Facebook page. The difference is that only the users whose e-mail addresses share the same domain can see the wall and communicate with each other. I have no question about whether Yammer could be a useful internal communication tool for companies, but I just wonder: how many social networking sites do people need for communication? Why people have to “create” so many platforms or channels for “effective communications”? To many people, Facebook is only for “friends,” whe

The 7 Ps marketing mix of home-sharing services: Insights from over one million Airbnb reviews

The 7 Ps marketing mix framework is a widely used managerial tool that helps businesses identify the principal components of a service product. The 7 P elements include Product, Promotion, Price, Place, Participant, Physical Evidence, and Process.   The 7 Ps framework can assist marketers in making decisions regarding segmentation, positioning, and differentiation. Even for the same type of products with different brands, marketers can still drive higher sales through the improvement of a product’s marketing mix.     The empirical study about 7 Ps of home-sharing services   Building upon the 7 Ps marketing mix framework, I led a research team in a big-data, supervised machine learning analysis of over 1.14 million English reviews of 37,092 Airbnb listings in San Francisco (SFO) and New York City (NYC). We aimed to discover new meaningful business intelligence through the analysis of an immense quantity of online review information that is created by consumers in the cyber marketplace

Social media engagement is immune to COVID-19 (by Steven Valenzuela)

In the unparalleled world of COVID-19, individuals are flooded with choices: whether it be what to eat or what church service to watch. While there are marketing strategies to get consumers to purchase products to immediately increase sales, it may be a more beneficial to engage with low spending consumers in the short term, so that businesses can keep them for the long term.   Social media game strong   During this time, it is crucial to keep social media posts constant and consistently more than ever before. A recent podcast by eMarketer reports that social media outlets such as Facebook have seen a significant rise in usage. The reality is that individuals have more time on their hands, which is why it is important for businesses to utilize their free time to create content for their social media channels. In a recent interview with the hospitality net, Leland Pillsbury stated  “Customers are going to come back...And if you allow your competitors to reengage with the guests before