Marriott
Company Name: Marriott
Sector: Hotel
Owner Type: Public
Background Information
Managed hotel contract growth is a critical success factor for achieving Marriott’s vision to “be the world’s leading provider of hospitality services”. Marriott felt that some of their business processes were not nimble or responsive enough to be sustainable in an increasingly competitive environment and, as a result, would hamper efforts to achieve their growth objectives. By leveraging economies of scale for certain people activities, they felt they could eliminate these barriers to continued growth. The project was launched to transform Marriott's functional capabilities through both implementation and the redesign and integration of processes to achieve competitive advantage.
Causes
Marriott identified several business challenges, which would hinder their ability to achieve their strategic objectives. These challenges included:
- Promote rapid profitable growth
- Accelerate decision making and eliminate needless escalation
- Optimise performance of individual units
- Eliminate redundancy of work and accountabilities
- Develop leaders and entrepreneurial behavior
Turnaround
We worked with Marriott to establish the Leadership Development Initiative. This initiative involved the development of a competency model to help Marriott assess, develop, and coach the next generation of leaders; a motivational needs profiling system to help executives be more effective as individual leaders and as team members; and several workshops and sessions
- Individual Leadership Alignment/Development Workshops
- Personal Leadership Feedback & Development Planning Sessions
- Leadership Team Work Sessions
- Personal Coaching Sessions & Follow-ups
Outcome
The client described the leadership development piece as phenomenal, and were extremely pleased with the organisational and cultural changes it helped engender. These included an entirely a new mission, vision, and shared values for the functions in the organisation. In turn, these were translated into management processes, key performance measures and behaviors that created a more efficient and competitive organisation. The new organisation is driven by performance metrics. The excelling culture that was created is focused on continuous improvement, people development, Customer Relationship improvement, performance measurement and effective communications.
