Leisure & Hospitality International - Fall 2013 - 112

Marriott Global Sales and Customer Care

we do what we can to make things very
pleasant for them.”
The emphasis on building a positive in-

The sales and customer care organization is examining ways to balance employee happiness and business needs

sure our policies aren't rigid for the sake
of being rigid,” Buonincontri says.
Marriott's global sales and customer

ternal culture ultimately pays off in the

through what it terms a “workplace flexi-

care operations are housed in 13 facilities

level of service it provides to customers.

bility initiative.”

around the world, serving 36 million cus-

“If you have someone answering the

Company management is looking at

tomers annually in more than 80 coun-

phone who's committed to their jobs and

longstanding policies including dress

tries in 15 different languages. All of those

their customer, they do a much better job

code and attendance, as well as offering

locations are networked together, mean-

listening and providing service than

flexible scheduling options.

ing calls are distributed to multiple loca-

someone who's here to get a paycheck

“We have a business to run and work

and then go home,” Buonincontri says.

that needs to be done, but we look at our

creates additional flexibility and allows

tions through an automated system. This

associates as people and understand that

associates the opportunity to have shifts

FLEXIBLE WORKPLACE

they're here for eight hours a day and

covered by associates working outside of

For Marriott, creating a pleasant environ-

sometimes more, so we want to make

their location if necessary.

ment for its associates includes not only
offering a comfortable physical environment akin to its many hotel brands, but
also offering flexibility with regard to
workplace policies.

112

Quality Track International is the leading worldwide provider of mystery shopping and live-call evaluations exclusively for hotels and provides performance evaluations for all departments in the hotel including reservations,
front-desk, restaurant and spa. The “Contact to Contract” evaluation is designed to measure Sales Office responses
to eRFPs and online MICE inquiries. Every contact point is reviewed and attached to the evaluation report including;
the initial web inquiry, emails, voice messages, phone calls and proposals. Contact Sales@QualityTrack.com for a
complimentary sample evaluation.

L e i s u r e a n d H o s p i t a l i t y I n t e r n a t i o n a l | w w w. l h i m a g a z i n e . c o m Fall 2013


http://www.lhimagazine.com

Table of Contents for the Digital Edition of Leisure & Hospitality International - Fall 2013

Contents
Leisure & Hospitality International - Fall 2013 - Cover1
Leisure & Hospitality International - Fall 2013 - Cover2
Leisure & Hospitality International - Fall 2013 - 1
Leisure & Hospitality International - Fall 2013 - Contents
Leisure & Hospitality International - Fall 2013 - 3
Leisure & Hospitality International - Fall 2013 - 4
Leisure & Hospitality International - Fall 2013 - 5
Leisure & Hospitality International - Fall 2013 - 6
Leisure & Hospitality International - Fall 2013 - 7
Leisure & Hospitality International - Fall 2013 - 8
Leisure & Hospitality International - Fall 2013 - 9
Leisure & Hospitality International - Fall 2013 - 10
Leisure & Hospitality International - Fall 2013 - 11
Leisure & Hospitality International - Fall 2013 - 12
Leisure & Hospitality International - Fall 2013 - 13
Leisure & Hospitality International - Fall 2013 - 14
Leisure & Hospitality International - Fall 2013 - 15
Leisure & Hospitality International - Fall 2013 - 16
Leisure & Hospitality International - Fall 2013 - 17
Leisure & Hospitality International - Fall 2013 - 18
Leisure & Hospitality International - Fall 2013 - 19
Leisure & Hospitality International - Fall 2013 - 20
Leisure & Hospitality International - Fall 2013 - 21
Leisure & Hospitality International - Fall 2013 - 22
Leisure & Hospitality International - Fall 2013 - 23
Leisure & Hospitality International - Fall 2013 - 24
Leisure & Hospitality International - Fall 2013 - 25
Leisure & Hospitality International - Fall 2013 - 26
Leisure & Hospitality International - Fall 2013 - 27
Leisure & Hospitality International - Fall 2013 - 28
Leisure & Hospitality International - Fall 2013 - 29
Leisure & Hospitality International - Fall 2013 - 30
Leisure & Hospitality International - Fall 2013 - 31
Leisure & Hospitality International - Fall 2013 - 32
Leisure & Hospitality International - Fall 2013 - 33
Leisure & Hospitality International - Fall 2013 - 34
Leisure & Hospitality International - Fall 2013 - 35
Leisure & Hospitality International - Fall 2013 - 36
Leisure & Hospitality International - Fall 2013 - 37
Leisure & Hospitality International - Fall 2013 - 38
Leisure & Hospitality International - Fall 2013 - 39
Leisure & Hospitality International - Fall 2013 - 40
Leisure & Hospitality International - Fall 2013 - 41
Leisure & Hospitality International - Fall 2013 - 42
Leisure & Hospitality International - Fall 2013 - 43
Leisure & Hospitality International - Fall 2013 - 44
Leisure & Hospitality International - Fall 2013 - 45
Leisure & Hospitality International - Fall 2013 - 46
Leisure & Hospitality International - Fall 2013 - 47
Leisure & Hospitality International - Fall 2013 - 48
Leisure & Hospitality International - Fall 2013 - 49
Leisure & Hospitality International - Fall 2013 - 50
Leisure & Hospitality International - Fall 2013 - 51
Leisure & Hospitality International - Fall 2013 - 52
Leisure & Hospitality International - Fall 2013 - 53
Leisure & Hospitality International - Fall 2013 - 54
Leisure & Hospitality International - Fall 2013 - 55
Leisure & Hospitality International - Fall 2013 - 56
Leisure & Hospitality International - Fall 2013 - 57
Leisure & Hospitality International - Fall 2013 - 58
Leisure & Hospitality International - Fall 2013 - 59
Leisure & Hospitality International - Fall 2013 - 60
Leisure & Hospitality International - Fall 2013 - 61
Leisure & Hospitality International - Fall 2013 - 62
Leisure & Hospitality International - Fall 2013 - 63
Leisure & Hospitality International - Fall 2013 - 64
Leisure & Hospitality International - Fall 2013 - 65
Leisure & Hospitality International - Fall 2013 - 66
Leisure & Hospitality International - Fall 2013 - 67
Leisure & Hospitality International - Fall 2013 - 68
Leisure & Hospitality International - Fall 2013 - 69
Leisure & Hospitality International - Fall 2013 - 70
Leisure & Hospitality International - Fall 2013 - 71
Leisure & Hospitality International - Fall 2013 - 72
Leisure & Hospitality International - Fall 2013 - 73
Leisure & Hospitality International - Fall 2013 - 74
Leisure & Hospitality International - Fall 2013 - 75
Leisure & Hospitality International - Fall 2013 - 76
Leisure & Hospitality International - Fall 2013 - 77
Leisure & Hospitality International - Fall 2013 - 78
Leisure & Hospitality International - Fall 2013 - 79
Leisure & Hospitality International - Fall 2013 - 80
Leisure & Hospitality International - Fall 2013 - 81
Leisure & Hospitality International - Fall 2013 - 82
Leisure & Hospitality International - Fall 2013 - 83
Leisure & Hospitality International - Fall 2013 - 84
Leisure & Hospitality International - Fall 2013 - 85
Leisure & Hospitality International - Fall 2013 - 86
Leisure & Hospitality International - Fall 2013 - 87
Leisure & Hospitality International - Fall 2013 - 88
Leisure & Hospitality International - Fall 2013 - 89
Leisure & Hospitality International - Fall 2013 - 90
Leisure & Hospitality International - Fall 2013 - 91
Leisure & Hospitality International - Fall 2013 - 92
Leisure & Hospitality International - Fall 2013 - 93
Leisure & Hospitality International - Fall 2013 - 94
Leisure & Hospitality International - Fall 2013 - 95
Leisure & Hospitality International - Fall 2013 - 96
Leisure & Hospitality International - Fall 2013 - 97
Leisure & Hospitality International - Fall 2013 - 98
Leisure & Hospitality International - Fall 2013 - 99
Leisure & Hospitality International - Fall 2013 - 100
Leisure & Hospitality International - Fall 2013 - 101
Leisure & Hospitality International - Fall 2013 - 102
Leisure & Hospitality International - Fall 2013 - 103
Leisure & Hospitality International - Fall 2013 - 104
Leisure & Hospitality International - Fall 2013 - 105
Leisure & Hospitality International - Fall 2013 - 106
Leisure & Hospitality International - Fall 2013 - 107
Leisure & Hospitality International - Fall 2013 - 108
Leisure & Hospitality International - Fall 2013 - 109
Leisure & Hospitality International - Fall 2013 - 110
Leisure & Hospitality International - Fall 2013 - 111
Leisure & Hospitality International - Fall 2013 - 112
Leisure & Hospitality International - Fall 2013 - 113
Leisure & Hospitality International - Fall 2013 - 114
Leisure & Hospitality International - Fall 2013 - 115
Leisure & Hospitality International - Fall 2013 - 116
Leisure & Hospitality International - Fall 2013 - 117
Leisure & Hospitality International - Fall 2013 - 118
Leisure & Hospitality International - Fall 2013 - 119
Leisure & Hospitality International - Fall 2013 - 120
Leisure & Hospitality International - Fall 2013 - Cover3
Leisure & Hospitality International - Fall 2013 - Cover4
http://www.nxtbook.com/nxtbooks/knighthouse/lhi_vol5issue1
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2016spring
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2015winter
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2015fall
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2015summer
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2015spring
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2014winter
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2014fall
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2014summer
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2014spring
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2013winter
http://www.nxtbook.com/nxtbooks/phoenix/lhi_2013fall
http://www.nxtbookMEDIA.com