Conclusion

In conclusion, the Marriott is a very focus-orientated company when it comes to their customers. Marriott’s number one priority is their customers, which is why the company has developed MARSHA. MARSHA reflects on the aspect of convenience for customers. Marriott demonstrates its desire to keep costs low for themselves by not replacing MARSHA as their information system, but by improving the system by combining the best components of MARSHA from both the higher end and low end chain of hotels.

 The company’s greatest asset is the relationship between their partners and suppliers. Since MARSHA is the connection between Marriott customers and suppliers, customers can easily plan their entire trip through Marriott. As stated before, MARSHA could be improved specifically towards the Marriott Rewards program. Their information system is well-developed, but there is always room for improvements. If the hotels can respond to and better prepare for Reward Members check-in, especially the platinum customers, Marriott will be able to ensure higher quality customer service. Maintaining an information system is the key to success in a highly competitive hotel industry where the bargaining power of customers is strong.