Marriott Upgrades Service to Compete with Four Seasons
Case Type: operations strategy; business competition.
Consulting Firm: Roland Berger Strategy Consultants second round summer internship interview.
Industry Coverage: tourism, hospitality, lodging.
Case Interview Question #00465: Four Seasons Hotels, Inc. is a Canadian-based international luxury, five-star hotel management company. Travel + Leisure magazine has consistently ranked the hotel chain’s 84 properties among the top luxury hotels in the world. The company is the operator of 
luxury hotel brand Four Seasons Hotels and Resorts.
Marriott Hotels & Resorts is Marriott International’s flagship brand of full service hotels and resorts. The company Marriott International (NYSE: MAR) is a worldwide operator and franchisor of a broad portfolio of hotels and related lodging facilities. Recently, Marriott wants to compete directly with Four Seasons. What should they do? What recommendations would you give to Marriott to help them compete with Four Seasons?
Possible Solution:
This is a quick mini case the interviewer can throw in the middle of a ï¬t or personal experience interview. The candidate should brainstorm as many possible actions as possible, and think about what Marriott needs to change in its operations.
As this is a pure hypothetical business case, provided here is only one of many possible answers. Essentially, Marriott must upgrade its facilities and staff service levels to compete with Four Seasons.
1. Facilities
Hotel rooms would have to be refurbished, lobbies would need redecorating, and restaurants and bars would need to be improved.
2. Service
Additionally, the hotel service levels would have to be improved. Staff would require additional training and their compensation schemes would have to be changed as well.