Marriott Brussels Case Study Answers

3.3. Resource Management

3.3.1. Provision of Resources
The Marriott Brussels does not have a quality management system because of the lack of quality objective, policies and quality measurement tools.
To enhance customer satisfaction they can only use guest comment cards and customer feedback.

3.3.2. Human Resources

3.3.2.1. General
The Marriott Brussels uses job descriptions which are published by the HR department and which are handed out whenever new staff members are hired.
Furthermore they do not use a handbook for each employee.

3.3.2.2. Competence, Training and Awareness
The property does not have a clear view on which competences are needed for each service or product the company provides.
Moreover to achieve the necessary competences they do not have a clear training

Management responsibilities

In order to implement a sufficient Quality Management System such as the ISO 9001 it is essential to know the customer needs and requirements and devide the customers into different segments and to implement a specific hotel vision. According to the GM, the vision of the Marriott Brussels, to become the best corporate and governmental hotel in Brussels. (APPENDIX GM INTERVIEW). The vision should be well communicated to the employees in order to be able to identify themselves with the company and its goals. It is highly recommende that the management team act like a role model.

To implement a QMS properly at the hotel, there should be minimum one person, a Quality Manager, who is responsible for this whole implementing process. This person should have the professional expertise and skills to define quality objectives and to ensure that they are accurately followed by the employees. The Quality Mangager also takes care, that the defined quality standards are continuously maintained. This helps, to keep the quality level constantly the same, according to the ISO requirements. An example of a Quality Manager job description can be read in the