Value Chain of Mariott Hotel


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Value Chain of Mariott Hotel

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I'm writing this task to give a full idea about the business model of Value Chain and how to be applied to the hospitality industry, which really is a modern industry in fast development with many difficulties.

In fact, hospitality is something that started about 100 years ago and is also in constant progress. This business model can help us comprehend how value can be put into a company to involve more customers thinking about touristic products and creating more revenue. Inside the first part, I will introduce the Value chain and its activities followed by cost gain, differentiation, and exactly how important the technology is. After a small description of two hospitality worldwide companies, I will apply the worthiness chain to the hotel industry to understand how it will take action in the hotels with some example and contrast between the two companies and exactly how it is evolving the thought of "add value."

Value String - Definition And Its Components

According to Wright (2004), Value String is a normal type of departmentalizing period of the business enterprise process. The worthiness chain highlights the importance of the operational manager being involved with all aspects of the procedure, from suppliers right through the customer. With the worthiness chain approach, efficient boundaries are ignored. In many organizations, it is now accepted that the functions manager must control the complete process from buying in goods and services to the final stage of satisfying the customer. Marketing, accounting, human resources are not showing up in the worthiness chain; however, the operational manager must also be interested in these inner functions of the company. (Wright and Race 2004)

Information technology is changing how companies operate.

According to Porter (1985), cost authority and product differentiation can be pursued concurrently only under uncommon conditions.

If organizations are to attain competitive benefits by providing value to customers, managers need to understand which activities they undertake are especially important in creating that value and that are not (Johnson et al. 2008). The worthiness chain principle is important to comprehend this describing the types of activities within and around a company, which along create a product or service". Michael Porter developed the idea with his book "competitive edge 1985" where in fact, the notion of the value chain is based on the processes view of organizations, the idea of seeing a developing or service organization as a system, made up of subsystems each with inputs, change process and outputs which involve the acquisition and ingestion of resources (money, equipment, labor, land, structures, management, and administration).

The Key Value Chain Activities Are:

  1. Logistics/ Inbound: the syndication of manufacturing after the recyclables are received and warehoused.
  2. Operations: the transformation process of inputs into services and finished products.
  3. Logistics/ Outbound: The warehousing and syndication of the completed goods.
  4. Marketing and sales: Placing the product on the marketplace generating sales reaching the right people interested in buying it
  5. Service: The tool used to own a product on the marketplace and the service offered after the product is sold (customer service)

Primary Activities Are Backed by:

  • The infrastructure of the firm: organizational framework, control system, company culture, etc.
  • Human source management: staff recruiting, selecting, training, development, and compensation.
  • Technology development: solutions to support the worthiness chain activity
  • Procurement: purchasing input such as materials, equipment, and instruments. (http://www. netmba. com/strategy/value-chain/)

"The firm's margin or earnings then is determined by its performance in executing these activities successfully, so the amount that the customer is willing to pay for the products exceeds the price tag on the actions in the value chain. It really is in these activities a firm has the opportunity to generate superior value. A competitive gain may be achieved by reconfiguring the worthiness string to provide lower cost or better differentiation". 

External efficiency is measured by client satisfaction and market share. To achieve customer satisfaction, the business requires, which is depends on the timely received goods and its services to standards by exterior suppliers. It is vital to truly have good communication, teamwork between suppliers at one end and the customer at the other end of the value string. (Wright and Competition 2004)

Cost Advantage and Value Chain

An organization maybe produce a cost-benefit by lowering the price tag on individual value string activities or reconfiguring the worthiness chain. After the value chain is defined, an expense analysis can be performed by assessing the worthiness chain activities' costs. The cost obtained from the accounting record might need to be modified to allocate them properly to the value-creating activity.

Porter discovered 10 cost individuals relating to the value chain activities:

A firm develops cost advantages by handling these drivers better than do your competition.

A cost-benefit also can be pursued by reconfiguring the worthiness string. Reconfiguration means structural changes such as new creation process, new circulation channels, or other sales approaches. For instance, FedEx structurally redefined express freight service by acquiring its own planes and applying a hub and spoke system. ( http://www. netmba. com/strategy/value-chain/)

Differentiation and Value Chain

A differentiation edge can happen from any part of the value chain. For instance, procurements of unique and widely available inputs for opponents can create differentiation, as can distributor channels that offer high service levels. A differentiation advantage may be performed by changing specific value chan activities to increase the final product's uniqueness or reconfiguring the value chain.

Porter recognized several individuals of uniqueness:

  • Policies and decision
  • Linkages among activities
  • Timing
  • Location
  • Interrelationships
  • Learning
  • Integration
  • Scale (e.g., better service because of this large size)
  • Institutional factors

Most of them also serve cost drivers. There are many ways in which a firm can reconfigure its value chain to make uniqueness. (http://www. netmba. com/strategy/value-chain/)

Technologies and the Value Chain

The changes in solutions can impact the competitive benefits changing and making possible new construction of value string. Many technologies are used in both primary value activities and support activities:

Hospitality Company Hilton and Marriott and Value String Analysis

To compare value string activities and add value to a firm, I small explanation, background, and value of Marriott and Hilton Hotels.

Hilton Worldwide

It is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over 90 years, Hilton offers business and leisure vacationers the best possible accommodations, service, amenities, and value. A company dedicated to the tradition of providing exceptional guest experience across its global brands allocated over a total greater than 3400 hotels in 79 countries. "The new corporate and business and Hilton Hhonors branding permit our specific hotel brands to build their distinctive identities further while also communicating their common links and the strong value proposition of the Hhonors program," said Paul Dark brown, Leader of Hilton's Global Brands and commercial services.

Marriott International

Marriott's brands are leading to customer satisfaction and owner and franchisee preferences. Exceptional amenities. Attentive guest health care. In-depth local knowledge establishes industry standards around the world.

Marriott International has become the world's leading lodging company, not only through its diverse portfolio of global brands but also by training and engaging the best employees (300. 000) to deliver the best service and create "Guest engagement." About 3000 hotels (monitored or possessed) in over 66 countries with luxurious brands such as Bulgari, Ritz Carlton, and JW Marriott. "The center values proven by the Marriott family over 80 years ago have offered our company well and will continue steadily to guide our development into the future. Foremost of these core beliefs is the enduring belief our affiliates are our biggest investments". Marriott targets its success on the Marriott experience, providing opportunities for employees. Marriott Rewards is the incentive program that really is a kind of world hotel membership for Marriott's hotels.

As we can see, two very big hospitality companies worldwide are constantly striving to include value with their products. In the service industry and especially in the hotel industry, the value is added and created from the individual's inputs of your time, knowledge, accessories, and systems to provide the hotel guests and customers. Customers in these businesses can also be employees of the same organization. The more value is established, the more folks decide to pay the purchase price for the service or product, the greater they will continue buying from the same company. The decisions to distinguish the merchandise offered from both companies are necessary to add value and persuade the possible client to the right choice.

According to Hilton and Marriott websites, Hilton is making most of its revenue using the net booking system, while the main Marriott income (about 40%) is made from Marriott's members.

This good example demonstrates how two very similar products are offered on the market and are seen with a different value. Corresponding to a small survive, 8 out of 10 people who never stayed before in one of these two hotels and using the internet to book a room, timber booklet a Hilton property. A similar survive wanted to world vacationers that staid at many Hotels from Hilton and Marriott (7 out of 10) is more oriented to Marriott hotel for the quality of service.

If, for example, one of these two company would come up with a new technical and advanced system for online reservations that customers won't use for its creativity, easy and fast to make use of and secure (credit cards details), with new futures (words confirmation, goal check-in, communicate check out, meal reservations and amenities), for certain the margin of value is improved and until the competitors are learning a better system, the customer will like to use this new system.

Value String Analysis

To understand and discover where we can create value, we need to use a Value String Analysis.

The first rung on the ladder for the evaluation is the Activity Analysis:

where all the actions to serve the client also to deliver the service are analyzed.

In this task analysis task, we will collect the maximum amount of information from all the individuals involved within the company, such as visitors, employees, suppliers, business associates, travel agents, and tour operators. This level will also entail the best way to recruit people with the right skills to deliver the best service. How exactly to keep the team motivated and prepared for the performance. Regarding these featured companies, the KPI system (Key Performance Indication) has been presented to control the performance standard to help get feedback from the visitor to enhance guest engagement.

To conduct the Value Chain Analysis, up to 3 years of twelve-monthly reports are needed to comprehend and analyze how the activities' costing is changing and if they are in unison with the organization's competitive strategy. To gain knowledge about the business's key competence, we can check out the company and rival websites, and a SWOT examination of both companies can be done to understand the main element's advantages and weaknesses and how different the companies are from the immediate rival.

Value analysis

After a few activities are determined, we list the "Value Factors", which is the kind of service that the customer value in the activity.

If we analyze, say, for example, a telephone order placed to the room service department, the client will value an instant response to his/her call, a good an polite manner, the successful taking of order details with fast and competent answering of questions and a quick image resolution to any issues that arise during the order. Delivering a professional service, the customer will like the correct solution based on the nice options and up to date alternatives.

This analysis gives us what needs to be achieved or improved to give every Value factor a great value.

Evaluate changes and Plan for Action

With the worthiness Analysis, we will generate so many ideas for increasing the worthiness that we will deliver to customers.

Value String in the Hotel Industry

The Primary Activities In The Hotel Industry:

Starting from the Inbound Logistics, where we have all the deals with suppliers that deliver the food and beverage, providing laundry service and other services; Back again of the home storage and circulation within the hotel's departments and inventory control and stock requisitions.

The Functions are symbolized by all the procedures and procedures that will produce goods and services to offer on the market with support from all the advanced tools and tools.

Outbound Logistics in the hotel could be how the services and last products are offered and distributed to several outlets and guests.

Marketing and Sales: all the activities that are trying to get customers and folks interested in the hotel for rooms, conferences, restaurants but also the promotion of the hotel with advertising and costing taking into consideration the competitors

Service in the hotel industry is vital for its success. The service grade is established with a certain quantity of employees in proportion with the hotel's ability and the respected training. A good service will enhance the product's value and be vital for the visitor who will have to choose which of the numerous hotels to remain. A good example can be made between your company Hilton and Marriott where both will offer the same guest room, the same equipment in the area, same facilities with a different price; most likely the price for Hilton is more competitive however the service offered will be not at the same level as a Marriott hotel. The Marriott hotel's identical room with a nice demonstration of the reception personnel's hotel services will probably an extra value. The vacationers will be more likely to go back where an improved service is offered if the purchase price is not much higher (value for money).

Support Activities in the Hotel industry

The hotel's Procurement can be the facilities wanted to guest, the building, and the gear that will support all the operations to make easy and smoothly the service.

Technology Development is essential within the hospitality industry as it is today's industry in the constant expansion where new solutions are needed to save time and work smarter. The Propriety Management System is the main to consider: the program to control all the operations and share everything with all the hotel departments in real-time. Innovation and technology are growing in the hotel industry.

The Company Infrastructure is represented by the management team with permanent planning, product quality management, open public affairs, finance, and accounting.


All the primary activities of the worthiness Chain are being used to improve the "Margin of Value," and the support activities have a special role in the success. Even as can easily see in the above-mentioned evaluation, there is a high amount of functions and techniques within each one of these activities in this complicated industry, all with the same role to attain the customer and deliver good service. Additionally, there is a lot of effort to increase this margin from all the hotel departments. Within the Hospitality, all the procedures are linked, and when a tiny activity is generating problems, it will affect the efficiency and grade of all the other techniques. Therefore, important the worthiness Chain Evaluation to get ideas and find out what can be done at the functional level to include value to the merchandise and service offered. This analysis can help the procedures director to understand how he can perform the fixed objectives.


Studying and researching the value chain and exactly how value can be added to an enterprise helped me understand that generally when hospitality properties are making something not used to add value, it is very likely to think it is on the websites. As it is usually ideas that could result from the customer's satisfaction study or employee's opinions, and for that reason is good to pay attention the employees employed in immediate contact to the customers to understand in which direction to go and how to value service can be offered to an appreciated customer. In fact, most even if the managers have an important role to direct the company, the key factor for the worthiness string is the mix of all the ideas coming from the employees performed in some workplace.


  • Hubert Schmitz - Value String evaluation for policy-makers and practitioners, 2005, International labor organization
  • Porter, M. E. - Competitive Edge: Creating and Sustaining Superior Performance, 1985, New York: Free Press
  • Wright N. & Race P. - The Management of service Functions, second model 2004, Thomson
  • Johnson G. et all - Discovering commercial strategy, eight model, 2008, Foot Prentice Hall.
  • Porter, M. E. - The competitive advantage of nations, 1990, New York: Free Press.
  • Denney G. et all - Hotel Management and Procedures, fourth model, 2007, Wiley


  • http://www. netmba. com/strategy/value-chain/
  • http://www. marriottdevelopment. com/
  • http://www. hiltonworldwide. com/aboutus/index. htm
  • http://www. hiltonworldwide. com/landing/ww_announcement. htm
  • http://www. marriott. com/corporateinfo/culture/coreValuesCulture. mi
Originally published Nov 13, 2018, updated Mar 02, 2021

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