Городской вуз международного партнерства / Государственная лицензия АБ 0137478
Международная аккредитация ACBSP (США) / Институциональная и специализированная аккредитация НКАОКО (Казахстан)

Maldybayeva Alina

SUMMER INTERNSHIP AT THE MARRIOTT RESIDENCE INN

Maldybayeva Alina

Kazakhstan-American Free University, Ust-Kamenogorsk, Kazakhstan

Residence Inn is Marriott’s first extended-stay hotel brand and the leader in extended-stay lodging. It combines all the comforts of home with Marriott’s passion for making every guest feel welcome and among friends. Residence Inn’s versatile spacious suits offer plenty of room for entertaining or meeting with colleagues, and space to set up an office for guests who are on the road for a few days or more.

In the quality tier extended-stay market segment, Residence Inn competes with such hotels as Embassy Suits, Homewood Suites by Hilton and Oakwood Apartments. Designed to resemble an upscale residential complex, Residence Inn hotels are typically built as a neighborhood of residential-style buildings.

For the extended-stay customer, Residence Inn offers the advantage of a warm, informal residential setting, with features similar to a traditional hotel. All suites feature separate living, working and dining areas and fully-equipped kitchens with a microwave, full-size refrigerator, dishwasher, coffee maker, and stove or cooktop. Many suites even have a fireplace. Housekeeping services such as grocery shopping, laundry and dry cleaning make the essentials easy and accessible.

In addition, Residence Inn extends a friendly welcome with a complimentary hot breakfast, newspaper, and a hospitality hour in the evening. Weekly dinners or barbeques, and the Sports Court encourage guests to get to know each other. Add a swimming pool and heated spa and guests have many options to enjoy.

Residence Inn’s Vision

 Residence Inn will be #1 in extended-stay lodging. We will provide great hotels where talented people deliver service so memorable our guests tell stories about it.

Residence Inn’s Mission

We are the leading extended-stay hotel where people away from home feel they are among friends. We will do whatever it takes to satisfy every guest, every day, every stay.

Residence Inn’s Values

1.  Customer orientation: ‘Our passion is to help guests thrive’. Company uses 2 behavior models of high level customer service

G.U.E.S.T. model:

G – greet the guest

U – use the guest’s name

E – establish the guest’s need

S – show sincere interest

T – thank each guest

L.E.A.R.N. model:

L – listen

E – empathize

A – apologize

R – respond

N – notify

2.  Employees. Building the successful team with friendly atmosphere: ‘We stick together’.

3.  Corporate culture. Each employee feels himself/herself the part of Marriott’s team family: ‘I am Residence Inn.’

Service description

§ Studio, one and two bedroom suits

§ Fully equipped kitchen and living room area

§ 24-hour hotel staff

§ Complimentary deluxe hot breakfast buffet

§ Complimentary evening social (Monday and Thursday)

§ Complimentary daily newspapers

§ 24-hour business center

§ Daily housekeeping service

§ Guest laundry/valet dry cleaning

§ Fitness center

§ Sport court (basketball, tennis and volleyball)

§ Outdoor heated pool and whirlpool

§ Barbeque grill

§ Pets are welcome (additional charges apply)

§ Tax exempt after 30 days

§ Marriott Frequent Guests Awards Program

Service’s uniqueness

Extended-stay hotel, outstanding high level service, friendly staff, warm hospitality, well adjusted relations with guests, pets are welcomed, big discounts for long extended-staying customers, the single reservation system (Fosse) which provides an access for hotel supervisors.

Comparing analysis of Residence Inn to hotels at Kazakhstan

Residence Inn

Kazakh hotels

Online and phone reservation

Fax reservation for companies, no reservation for leisure (at 2-5 star hotels)

Using FOSSE system for reservation and information keeping

Using Microsoft Excell, 1C for reservation and information keeping

Extended-stay hotel

Short time stay hotels

Well adjusted relations with guests

Low attention to guests

High level ‘service so memorable’

Mostly medium or low level service, high level service is only at luxury hotels

Friendly and family atmosphere

Cool and neutral atmosphere

Skilled, well trained staff

Poor skilled staff

Front desk manager works 8 hours per shift

Front desk manager works 24 hours per shift

Successful and friendly team

Each department works self confidently, poor communications between departments

Self-service guest laundry, payment per 1 loading

Laundry is ordered to house keeping, payment per each item of clothes

Full equipped rooms, including kitchen

Kitchen in the room is not acceptable at any hotel

Pets are welcomed

Pets are not acceptable at any hotel

Discounts for extended-staying (5+ days)

No discounts for extended staying

Big discounts for companies

Low discounts for companies, big discounts are only for government executives

Complimentary high speed internet service

Low speed internet service

Similarities:

- Organizational structure;

- Employees’ functions and duties;

- 24-hour hotel staff;

- Complimentary hot breakfast buffet;

- Daily housekeeping service;

- Business center;

- Sport and recreation facilities (fitness center, pool);

- Complimentary daily newspapers.

Residence Inn’s organizational structure

There are 30 employees at hotel, divided into 6 levels:

1. General Manager

2. Director of Sales – has a Sales Coordinator

3. Operations Manager/Housekeeping Manager

4. Front Desk Manager

5. Chief Engineer

6. Staff (house keeping, maintenance, kitchen)

Sales Coordinator’s duties:

– Creates social group blocks with individuals and families such as weddings, family reunions, bar mitzvahs;

– Develops cover letter;

– Coordinates all welcome letters for 5+ day stays at the hotel and good-bye letters to extended stay guests;

– Coordinates welcome gifts for the extended stay guests;

– Supports the Director of Sales.

Front Office Manager’s duties:

– Finance management;

– Daily report balance;

– Transaction report;

–  Daily closing report;

– Tax tracking.

Front Desk Manager’s duties:

–  Room reservation;

– Guest check-in and check-out registration;

–  Daily report;

– Guest relations;

– Room management;

– Making electronic keys.

Operations Manager/Housekeeping Manager’s duties:

– Managing housekeepers and maintenance service staff;

– Room inspections;

–  Staff scheduling;

–  Creates orders for room related products such bedding, linens, soaps, shampoos;

– Daily reports (current room status report, house keeping break out report, pet report).

2010 year

Яндекс.Метрика
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