DISCUSSION WEEK 1 MGMT 670- Maya Reid

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Community College of Baltimore County *

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670

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Management

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Nov 24, 2024

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DISCUSSION WEEK 1 MGMT 670 - 1. Part 1 of your response: Visit one of the websites listed below and locate the company's vision and/or mission statement(s). Critique the adequacy and merit of the company's vision and mission. Be sure to list the effective elements and the shortcomings. 2. Part 2 of your response: Draft at least 3 strategic objectives for the company based on what you learned from Part 1. Be sure to make the objectives SMART. Under Core Values and Heritage, Marriott voices that the key to success is to put people first, pursue excellence, act with integrity, and serve the world. Marriott prides itself on being a brand leader with over 30 brands and 8,700 properties in 139 countries and territories. With Marriott being so prominent in so many areas of the world, it is a no-brainer that they touch on the importance of heritage, diversity and inclusion. Marriott’s core values focus on empowering its employees and providing an inclusive work environment. After some research, I found that Marriott does not have an official mission statement (on their website), but they make it very clear that Marriott’s vision is “To be the World’s Favorite Travel Company”. Promoting a work environment that allows associates to grow and succeed, Marriott's values seem to focus on its employees. Without an official mission statement to its customers, I am assuming they are taking the approach of “we treat our employees well and care about the environment so you should stay with us. I create this assumption from the fact that there is no clear mission statement and when searching through the company’s core values, they clearly state “We take care of associates and they will take care of the customers”. According to Business Strategy Hub, Marriott’s mission statement is “To Enhance the lives of our customers and enabling surpassed vacation and leisure experience” If this is Marriott’s mission statement, I wonder why it is not proudly displayed on their website. That is a major

shortcoming in my opinion as they are underselling their mission. The mission statement introduces the idea that Marriott prioritizes offering its customers quality service and experience that enhances their experience and sets them apart from other hotels by providing a premium and one-of- a-kind experience. By surpassing the vacation experience, Marriott guarantees an experience full of fun and comfort that is worth the money. I believe that acknowledging that the customer's experience is the top priority and that they strive to exceed expectations creates a strong mission statement. A well-written mission statement should establish the company and capture the key elements of the company. I believe that Marriott's mission statement establishes the company as one that priotitizes the comfort and enjoyment of its customers before and during their stay. Goals 1 . Marriott should strive to respond to online reviews within 72 hours of them being posted. Since customer service is a priority, Marriott should implement this goal to help back its mission statement of enhancing the experience of the customer. This goal is specific, time-based, measurable and attainable. 2. Expand social media efforts over the next 6 months and increase following by 15%. This goal is SMART and is an opportunity for the mission statement to be converted into content and marketed to consumers. 3. Strengthen employee training by implementing a new training system that focuses on customer service skills.

This goal is SMART and can be utilized to ensure that employees have the necessary training to provide customers with the best care possible. Core Values & Heritage . Marriott International. (n.d.- a). https://www.marriott.com/culture-and-values/core- values.mi Frequently asked questions . Marriott International. (n.d.- b). https://marriott.gcs-web.com/investor-faqs Sophie, Sg, & holtz, M. (2023, January 16). Marriott: Vision: Mission: Core values: 2023 (a complete analysis) . Business Strategy Hub. https://bstrategyhub.com/marriott-vision- mission-core-values-2019-a-complete-analysis/ Vision, mission, and goals. (2012). In Mastering strategic management. Washington, DC: Saylor Academy. Retrieved from https://saylordotorg.github.io/text_mastering-strategic- management/s06-01-vision-mission-and-goals.html

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