American multinational hotel chain operator Marriott International, Inc is set to open Fairfield Kuala Lumpur Jalan Pahang

Fantastic news! We've Found the answer you've been seeking!

Question:

American multinational hotel chain operator Marriott International, Inc is set to open Fairfield Kuala Lumpur Jalan Pahang and Four Points by Sheraton Desaru (Johor) in the fourth quarter of this year, amid the ongoing Covid-19 pandemic. Fairfield Kuala Lumpur is the second property under the Fairfield by Marriott brand to open in Malaysia, the first being Fairfield by Marriott Bintulu Paragon, which opened in December 2019. The opening of Four Points by Sheraton Desaru is in a partnership with SKS Group and the hotel's location is close to major attractions in Desaru, including a 45-hole championship golf course. Marriott International will continue to embark on hotel expansion in Malaysia despite mobility restrictions caused by the pandemic, which disallowed the properties to operate at full capacity, reported Bernama recently.

The hotel group's vice-president for Singapore, Malaysia, and the Maldives, Rivero Delgado said the pandemic has impacted the hotel business but it has not stopped the group from adapting, innovating, or expanding its business. "In a year unlike any other, our ability to remain nimble has been crucial as we navigate through an unprecedented time in history. Amidst a global pandemic, we are driven to continually challenge the status quo and anticipate our customers' changing needs with new brands, new global locations, and new guest experiences.

"We needed to readjust our business strategies and evolve our business priorities. People will want options that are closer to home, more affordable, and health and safety are and will be paramount," said Delgado in the Bernama interview. Delgado added that the expansion plans in Malaysia are mapped out in anticipation of these needs. IOIPG executive vice-chairman Lee Yeow Seng said in a statement that the group's hospitality and leisure segment leverages its stable of world-class brand hotels in providing excellent customer experience, augmented by the distinctive company's brand offerings. Currently, Marriott International manages Le Méridien Putrajaya in IOI Resort City, and Four Points by Sheraton Puchong, both of which are part of the hotel portfolio of IOIPG. The hotelier will also manage Moxy Putrajaya in IOI Resort City, and the Sheraton Grand within the IOI Palm City mixed development in Xiamen, China. Based in Bethesda, Maryland, the US, Marriott International operates and franchises hotels and licenses vacation ownership resorts around the world. It has a portfolio of more than 7,300 properties under 30 leading brands, spanning 134 countries and territories.

Source: adapted from “Marriott International is expanding in Malaysia; to open two new hotels this year.”, NST, 21 July 2021.

a) Critically discuss the 4 typical dimensions in operations or known as 4V typology (Volume, Variety, Variation, Visibility) by Slack and Brandon-Jones.

b) Describe the characteristics of the hotel operations above using the 4V dimensions. You should include a diagram to aid your answer.

c) Use the sandstone model to analyze how 5 performance objectives should be prioritized. Suggest 5 (five) ideas that contribute to the operation objective of quality and justify your answers.