1. Franz Dahmen
MBA 2B

2.  What are the touch points
they are active on?

3.  Facebook
 One or two day post
 Responses post in less
than 24 hours
 Thanks to nice
comments.

4.  Twitter
 Several post per day
 Promptly replies
 Lots of nice comments
with a thank you
response

5.  Google plus
 Lots of photos
 Give a lot of
information of new
locations
 Activities post very
often
 Also some videos are
post

6.  YouTube
 Lots of videos publish
almost daily
 Information for share
holder or future share
holders.
 Lots of videos of the
history of the brand

7.  Instagram
 Response to pictures
of guest.
 Lost of photos from
them and their guest
 They promote
activities and events
in Instagram with
pictures.

8.  Conclusion:
 Marriott Hotels and Resorts has develop a
great way to keep in contact with their
customers. they work very hard to keep in
touch with those gust that take their time to
write to them. Also they promote very well
the hotels by replying to those negative
messages in a very professional way.

9.  My Recommendations
 They have all these platform but there is not a
direct access from their website. This make it
more difficult for guest to see all these different
communication tools .
 Also when they post a picture they should
comment where that picture was taken and by
who. That way the guest can get an idea of how
their hotel looks.