CompanyINTRODUCTION
Marriott Hotel is an American multinational hotel and it is serving in 131 countries. It was formed in 1927 and was founded by the j Willard Marriott and Alice Marriott. It provides services like restaurants hotels and resorts as well. It is a hospitality company which is providing the services in an effective way. It is a five-star hotel and it delivers services to customers in 131 countries. The report includes a bout understanding the customer behaviour. The guest services delivery and by gaining the knowledge of customs and culture. These factors of the customer behaviour are discussed in the report.
Critically Understand the Customer's Behavior
Consumer behaviour is affected by changes from time to time. Consumer behaviour includes the consumer buying decisions and the factors which are affecting the consumer buying decision include psychological factors and many more (Beugelsdijk Kostova and Roth 2017).
Environmental factors which are affecting consumer buying behaviour. It includes demographic factors cultural factors and many more. Environment is affecting the consumer decision because customers are attracted towards these places which are near their houses. Climatic conditions do not satisfy the wants of the customers because some customers are not able to visit places in severe temperatures. Cultural factors also affect the customers' buying decisions because the cultures of the different countries are different and these affect the consumer's decisions. Historic factors like the historic places are also attracting the customers but the customers are attracted towards the hotels and the places.
The technology is attracting customers and the customers would also face problems if the technology is not present. Some customers want the service with the latest technologies. The places which are engaged in the legal market are affecting consumer behaviour. These places include the facilities and the technology but these places are engaged in the legal matter. So the customers are not visiting the restaurants. In many international countries, customers are not visiting the hotels because these places are engaged in legal matters. The environment is increasing from time to time and this would affect the decision of the customers. Customers are looking for good quality service at low prices (Polyvyanyy, and et.al.. 2017). So the competition is increasing and many restaurants and hotels are providing service of good quality but at low prices.
Market factors which are affecting the customer's decision like the company. Some hotels are dealing in the market and the share market as well. These would also differ according to the cultures and the services as well. Some countries are facing problems related to the company and the customers are not visiting the hotel in that country. Suppliers are also affecting the customer behaviour. Suppliers sometimes provide low-quality raw materials to the hotels and these would affect the quality of the food which was served to the customers in the hotel. It would lead to illness and this would affect the customer's decision. Consumers are collecting information from online websites, mouth publicity and the ratings which are provided on the internet. Ratings to hotels are given on the basis of the quality of the food and service provided by the hotel. The customer decision process is affected by these points (Martinez-Fiestas, and et.al., 2017).
At first, the customers are looking after their age, gender, and culture. The hotel provides a variety of dishes and the international hotel provides all the services. Some customers would prefer their culture and follow them in international countries also and these are affecting the decisions of the customers. The lifestyle of the customers is important because the customers are not afforded these five-star hotels and they would refer to other hotels that provide the service at the low cost. Customers are searching for hotels in the places, in this process, the customers are looking after the services provided by the hotels and get reviews and feedback from the customers who have visited the place. The customers are collecting information from online websites and with the help of the ratings. After these customers visit the hotels and after that, they buy the dishes from the hotel. Customer decisions are also changed after they have purchased dishes. The services provided to the customer's service would also include the services of the hotel (Hill and Alexander 2017).
These would also include the behaviour of the employees with the customers. Employees are rude and communicating properly the customers would not visit the hotel again. In many countries customers are visiting the hotel and the decisions of the customers would be changed after they have visited the hotel. The service of a hotel or the quality of the product anything would change the minds of the customers relating to the hotel. Greetings are not provided (properly) and it would affect the customers. Cleanliness and hygiene must be maintained if not these would change consumer behaviour towards the hotel. The promotion of the hotel and the marketing of the hotel attract the customers towards the hotel. Like in some countries, it doesn't need the marketing of the hotel but in some countries where the Customers are not aware of the hotel opening and soi these would affect the decision of customers. The price of the product must be made according to the customers who would be visiting the hotel (Hill and Brierley 2017).
Enhance the Guest Service Delivery and Gain Knowledge About the Customs and Culture
The guest delivery system is also known as a customer service system (CSS) this is a proper way to provide services and delivery to the customers according to their needs, satisfaction and wants. This term is mainly used in the management services, services marketing, service operations and service design literature. There is one more definition of the Guest delivery system in which value co-production is configured of the technology, people, and external and internal service systems which are connected via value propositions a shared information such as measures, languages, law etc (Whalen 2016). in the highly competitive market companies who deliver services to the people need to capitalize on any opportunity to set themselves apart from their (often very similar) competitors. While implementation, system details, and service management are all important, perhaps the best way to distinguish your business is to foster strong customer relationships based on the quality of your service. Service provider companies should deliver the services according to the demand of the customers which can help them to gain customers' locality, and they can take higher growth in the market. If the service provider is giving better services to the customer. Customers will be loyal to them, and they can create a good reputation in the market by delivering better services (Pizam Shapoval and Ellis 2016).
Custom services are the agencies of the particular country that are responsible for collecting the taxes and tariffs on the important export process. They provide services such as transportation of goods and provide custom-related services.
The guest service delivery and culture of the other countries are focusing on the culture of the hotel in the international countries. It includes the,
Power Distance Index
In the power distance index it would include the powerful members of the hotel and the power is distributed among the members of the hotel but it is distributed in an unequal way. It represents the inequality among the members of the hotel. The culture of the organization is affecting the performance of the hotel and these would also include the service of the hotel as well. In many international countries, the company is focusing on the same part of the hotels and not focusing on the hotels which are not able to give returns. These are unequally among the members of the hotel and among the hotels which are made all over the world (Tabibi, and et.al., 2015).
Individualism vs Collectivism
In this point, the Hofstede model discusses individualism and the collectivism. Society and culture are divided into individualism and collectivism as well. These would affect the performance of the hotel and the productivity of the hotels. The hotels must follow collectivism because hotels could not be managed with the Individual nature and culture. The loyalty of the Individual is tested in individualism but the customers would not be able to manage the service and it would affect the customers as well.
Uncertainty Avoidance
In these the society tolerates the issues and the problems and if something happened which was uncertain it would lead to failure. The societies are working in an effective way on the basis of the behaviour and the guidelines which are provided by the government. These rules and regulations are levied by the government on the hotel as well. Hotels must follow these rules and regulations which are working in society. Hotels must follow the rules and policies which are set by society. These policies are changing from country to country.
Masculinity vs Femininity
Masculinity is society's preference for heroism while femininity is discussing the quality of life. W omens in the different countries are working according to the culture and values. Society has made the gap between the masculine and feminine. But these would affect the hotel as well. Hotels need to work without the difference and the hotel would also include the feminines who are working in every sector of the market.
Long-Term Orientation vs Short-Term Orientation
The dimension includes the current and future actions which also include the services as well. The society is working according to the future and the present situations. Hotels are also working as per the future and the short-term goals as well. These would include the service like the guest service and the appraisal for the members as well. The service should also include the long-term goals which must be accomplished by the hotel as well. Long-term goals would also include the service and performance of the hotel in the market (Agnihotri, and et.al., 2016).
It includes the dos and don't for the hotel staff while attending to the customers
|
Do's |
Don't's |
|
Do utilize the equipment in the correct way Do pay attention to the customers Do communicate with the customers in a polite way Do write the things in the proper form Know the menu Always smile in front of the customers Give priority to the guest |
Do not communicate on the cell phone while working Do not leave the empty glass on the table Do not sit at the customer's table Do not forget the menu Try not to anger coworkers Do not be over-friendly Try not to disagree with the customers |
CONCLUSION
From the report provided above the Marriott hotel is looking after the service. The consumer Behavior factors which are affecting consumer behaviour are discussed in the report. The Hofstede model is discussed in the report which focuses on the culture of the organization and the society which is affecting the customer's decision. Customers' Behavior is changing because of the service and the customers are not visiting the places in which they are processed with the effective services. These would include the customers and the culture of the society as well. The hotel is open in many international countries and the culture of these countries is different according to the other countries. So the hotels are following the customers of their own countries which would satisfy the customers. The culture of the hotels and the country is changing from time to time and the performances of the customers would be changing as well. Customers are attracted towards the hotels which are delivering quality food at a low cost. The hotel looking after them measures which would improve customer satisfaction.
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