Case Study 4 : Orientation at Marriott Hotels
It should come to no one’s surprise that the United States has become a predominantly service
economy. In fact, the Bureau of Labor Statistics indicates that almost 80 percent of all employment in
the United States is in providing services and that percentage will grow during the next decade. Success
in this industry is a function of many factors. Unquestionably, however in one primary factor, the
individuals providing the service. Given this service trend and the importance of people, an appropriate
question for service organizations is: What are you doing to attract and keep the best service workers?
When the management of Marriott Hotels posed that question to themselves, they responded, “much,