Every functional area in a Marriott Hotel operates under standard operating procedure manuals where all processes and services are carefully documented.Housekeepers,for example,must perform 64 required steps in cleaning a room.These specific guidelines result in uniformly clean rooms anywhere in the Marriott Hotel chain.By having specific guidelines for cleaning a room,Marriott is avoiding one of the problems associated with:

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The specific guidelines for cleaning a room are a result of adequate internal marketing communication, which ensures that all employees are aware of the brand's standard operating procedures and can deliver uniformly clean rooms anywhere in the Marriott Hotel chain. This avoids the problem of inconsistency in service quality that can arise from inadequate internal marketing communication.

Every Functional Area in a Marriott Hotel Operates Under Standard