Introduction
Marriott Mena House, acclaimed for its rich heritage and hospitality, wanted to investigate how their food and beverage as well as their events management could be improved. Through hands-on engagement with team members, inconsistent practices, missing communication pathways, and minimal incentives for staff feedback hindered the property’s ability to maintain uniform service and improve organically.
Key obstacles
- Cultural barriers to candid feedback: In this culture, feedback can be perceived as criticism and confrontational. As a result, frontline as well as senior staff are often hesitant to voice concerns, leaving potential operational inefficiencies unaddressed.
- Limited direct communication: Senior management infrequently interacts with frontline teams, relying primarily on departmental heads for insights. Without broader input, decision-makers risk receiving only a filtered view of day-to-day challenges.
- Inconsistent operational practices: Different outlets might be following varied protocols, but the full extent of these discrepancies is unknown. A unbiased evaluation is needed to determine whether variations are benign, bespoke to the outlet, or indicative of systemic issues.
- Lack of a structured improvement framework: While senior leaders aim to optimize operations, there is no clear mechanism for gathering, evaluating, and implementing feedback. The absence of a formal, property-wide approach hinders proactive identification and resolution of problems.
The objectives
- Comprehensive field observations: Conduct an in-depth examination of daily processes across stewarding, kitchens, events management and serving areas.
- Identify immediate wins & long-term strategies: Deliver actionable improvements—ranging from simple, cost-effective tweaks to broader structural changes.
Strategy in action
- Immersive observations: Several days were spent rotating between various teams—stewarding, kitchen, service, and events management—at each outlet. By aligning with their schedules and tasks, real-world challenges were identified first-hand, providing invaluable insights.
- Tailored recommendations: By closely collaborating with staff, the proposed improvements were designed to be both realistic and easily implementable. This approach also facilitated the creation of outlet- and department-specific recommendations, as well as broader organizational strategies.
Tangible results
- Measurable uptick in tips: Enhanced service standards correlated with an observable increase in guest gratuities, reflecting a positive shift in the dining and servicing experience.
- Actionable blueprint: A comprehensive list of improvement opportunities provided Marriott Mena House with clear, step-by-step initiatives to elevate service. Specific solutions addressed ordering processes, equipment maintenance schedules, improved order tracking, and clearer feedback channels to accelerate service, reduce errors/costs, and ensure consistency.
Key takeaways
- Immersion reveals overlooked issues: On-the-ground engagement with daily tasks offers an unfiltered view of operational bottlenecks. By working side-by-side with teams, it becomes easier to pinpoint subtle inefficiencies, gather concerns, and propose solutions that align with real-world workflows.
- Practical, incremental changes build momentum: Simple, low-cost improvements—such as creating set recipes for food items or clear channels for communication—can significantly impact efficiency and staff morale. Quick wins validate the value of continuous improvement and encourage further participation.
- Incentivizing improvement encourages proactivity: When employees are rewarded or recognized for suggesting process enhancements, they become active agents of change, helping the organization adapt and thrive over time. Incentive structures can range from formal recognition programs to tangible benefits that reinforce a culture of innovation.
- Direct input uncovers hidden realities: When senior leadership bypasses departmental filters and engages directly with frontline employees, it becomes possible to expose overlooked inefficiencies and service gaps. This approach ensures a more holistic understanding of daily operations.
