Keywords
Customer Relationship Management
Human resource management
marketing management
Marriott Hotel
H World
management system
operation capability
How to Cite
Accepted 2025-03-15
Published 2025-04-28
Abstract
This paper employs a case study to discuss the relationship between the management system and operation capability of Marriott International Hotel and H World. The study analyzes four key management areas: Operations Management, Customer Relationship Management, Human Resources Management, and Marketing Management. By comparing the management models and practices of the two hotel groups in four different fields, it is found that Marriott has outstanding performance in global operation and standardized Management. In contrast, H World has an advantage in the Chinese market through a flexible localization strategy and efficient customer relationship management. This paper further discusses how management strategies affect the operation ability of hotel groups, how to enhance the market competitiveness of enterprises through innovative management modes, and provides feasible suggestions for the management optimization of other enterprises in the hotel industry.
References
Aaker, D. A. (2012). Building strong brands. Simon and Schuster.
Aithor.com.(2024). https://aithor.com/essay-examples/brand-audit-of-marriott
Andreani, F., Sumargo, Y., & Lie, C. (2012). The influence of customer relationship. Management (CRM) on customer loyalty in JW Marriott Hotel Surabaya. Jurnal manajemen dan kewirausahaan, 14(2), 156-163.
Barreto, N., & Mayya, S. (2022). SWOC Analysis of Marriott International-A Case. Study. International Journal of Case Studies in Business, IT and Education (IJCSBE), 6(2), 877-889.
Bloomberg. (2024). Average daily rate, revenue per room, and profit margin data for Marriott and H World Group Limited (2019-2024). Bloomberg Terminal. Retrieved [11, 25, 2024]..
Busch, G. (2023, November 21). How Marriott’s Business Model Generates High Returns and Excess Cash Flow. American Money Management. https://www.amminvest.com/how-marriotts-business-model-generates-high-returns-and-excess-cash-flow/
Dezsö, C. L., & Ross, D. G. (2012). Does female representation in top Management. improve firm performance? A panel data investigation. Strategic Management Journal, 33(9), 1072-1089.
Dibb, S., & Simkin, L. (2007). Marketing Briefs. Routledge.
Espino-Rodríguez, T. F., & Gil-Padilla, A. M. (2015). The structural and infrastructural. Decisions of Operations Management in the hotel sector and their impact on organizational performance. Tourism and Hospitality Research, 15(1), 3-18. https://doi.org/10.1177/1467358414553866
Federal Trade Commission. (2024, October 9). FTC Takes Action Against Marriott and Starwood Over Multiple Data Breaches. Federal Trade Commission. https://www.ftc.gov/news-events/news/press-releases/2024/10/ftc-takes-action-against-marriott-starwood-over-multiple-data-breaches
Fei, F. (Ed.). (2024, August 19). How to Evaluate Marriott’s Account Management. Worktile. https://worktile.com/kb/p/3342284
Marriott: How Did It Grow from a Street Tavern to a Global Hotel Powerhouse? | Cases. (2023).Baidu.com. https://baijiahao.baidu.com/s?id=1784493416541917249&wfr=spider&for=pc
Garavan, T., Matthews-Smith, G., Gill, A. M., & O'Brien, F. (2021). Strategic talent. Management in the hospitality industry. In Talent management innovations in the international hospitality industry (pp. 9–30). Emerald Publishing Limited.
Gede Juanamasta, I, et al. The Role of Customer Service through Customer Relationship Management (CRM) to Increase Customer Loyalty and Good Image. 2004.
High quality accommodation to stimulate consumption vitality, Huazhu Group products and services double innovation. (2024). Baidu.com. https://baijiahao.baidu.com/s?id=1793493905948456293&wfr=spider&for=pc
Hou, X. Q. (2022). Research on Optimization of Key Operation Management Elements of Satr Hotels. [Doctoral dissertation, Shandong University]. https://www.cnki.net
Huazhu Group: A Hotel Giant Playing a New Game. (n.d.). EqualOcean. https://equalocean.com/analysis/2020070814198
Huazhu Group: The high-quality development of the hotel industry enables the in-depth integration and development of the county's cultural tourism industry. (2024). Baidu.com. https://baijiahao.baidu.com/s?id=1816045998354920626&wfr=spider&for=pc
Huimin, C. (2024). Research on the Application of Customer Value Theory in Luxury Hotel Customer Relationship Management: A Case Study of JW Marriott Hotel Shenzhen, China. Tourism Management and Technology Economy, 7(2), 41–50.
Investing.com. (2024, November 13). Marriott International's SWOT analysis: Lodging giant navigates global headwinds. Investing.com. https://www.investing.com/news/swot-analysis/marriott-internationals-swot-analysis-lodging-giant-navigates-global-headwinds-93CH-3718745
Kanadlı, S. B., Bankewitz, M., & Zhang, P. (2018). Job-related diversity: the. Comprehensiveness and speed of board decision-making processes—an upper echelons approach. Journal of Management and Governance, 22, 427-456.
Kim JS, Arnold P (1996). Operationalizing manufacturing strategy. An exploratory study of constructs and linkage. International Journal of Operations and Production Management 16: 45–73.
Lai, Siew Theng, and Mafas Raheem. SENTIMENT ANALYSIS of ONLINE CUSTOMER REVIEWS for HOTEL INDUSTRY: AN APPRAISAL of HYBRID APPROACH. Vol. 7, no. 12, December 22, 2020, pp. 1355–1359, www.researchgate.net/profile/Mafas-Raheem/publication/347565122.
Lamba, Isha. “CRM in Hospitality Industry: Example and Benefits of CRM in Hospitality.” Techjockey.com Blog, January 31, 2022, www.techjockey.com/blog/crm-in-hospitality-industry.
Liu, L., & Zhang, T. (2015). Economic policy uncertainty and stock market volatility. Finance Research Letters, pp. 15, 99-105
“Marriot Hotels Case Study | Hospitality Customer Experience.” Medallia, www.medallia.com/customers/marriott/.
Marriott International. (n.d.). Marriott International documents. Marriott International. Retrieved December 6, 2024, from https://marriott.gcs-web.com/documents
Marriott International. (2020). Marriott International 2020 Annual Report. Marriott. International. Retrieved December 6, 2024, from https://marriott.gcs-web.com/static-files/f922e458-79d4-4e29-b115-cb8555294963
Nixon, N. W., & Rieple, A. (2010). Luxury redesigned: how the Ritz‐Carlton uses. Experiential service design to position abundance in times of scarcity. Design Management Journal, 5(1), 40-49
Research and Markets. (2024, July 2). Marriott International Digital Transformation Strategies Report 2024: Accelerators, Incubators, and Other Innovation Programs. GlobeNewswire News Room; Research and Markets. https://www.globenewswire.com/news-release/2024/07/02/2907261/28124/en/Marriott-International-Digital-Transformation-Strategies-Report-2024-Accelerators-Incubators-and-Other-Innovation-Programs.html
Rosário Albérico, and Joaquim Casaca. “Relationship Marketing and Customer Retention - a Systematic Literature Review.” ResearchGate, Walter de Gruyter, January 11, 2024, www.researchgate.net/publication/377346943_Relationship_Marketing_and_Customer_Retention_-_A_Systematic_Literature_Review
Saito, Taiga, et al. “Application of Online Booking Data to Hotel Revenue Management.” International Journal of Information Management, vol. 46, June 2019, pp. 37–53, https://doi.org/10.1016/j.ijinfomgt.2018.11.003.
SCMP. (2018, January 11). South China Morning Post. https://www.scmp.com/news/china/policies-politics/article/2127800/chinese-probe-marriott-hotels-over-geography-gaffe
The Marriott International Inc (MAR) Company: A Short SWOT Analysis. (2023, November 3). Yahoo Finance. https://finance.yahoo.com/news/marriott-international-inc-mar-company-051209539.html
Wesley, S., Jackson, K. N., Martínez Ramos, D., Vanbeber, S., & Mujtaba, B. G. (2024). Marriott Hotel's Practices in Mitigating Discrimination Through Inclusionary Employee Resource Groups. Journal of Business Diversity, 24(1).
Wilton, N. (2022). An introduction to human resource management.
Yan, T. (2024, March 15). The world's 6th China's 14000-word Long Article in-depth. Analysis of Huaju’s Marketing Secret _ User _ Service _ Industry. Sohu.com. http://news.sohu.com/a/764349515_114819
Zhou, M., & Liu, T. (2024). Analysis of Huazhu Club's marketing strategy. Service. Science and Management, pp. 13, 481.
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright (c) 2025 Yukang, Leiying, Xinyu, Meili (Author)