Islamabad Marriott Hotel belongs to the international chain of 18,000 Marriott hotels. The

founder owner of this chain is Bill Marriott, an American Jew. In Pakistan Marriott has two

branches one in Islamabad and the other in Karachi. The two branches are owned and operated

by Hashwani's Group of HHL (Hashwani’s Hotel Limited) in Pakistan. 

Marriott in Islamabad is enjoying monopoly being the only hotel to provide international

standards of hoteling under the brand name “Marriott”. It provides the super luxury

accommodation and service in the traditional warm spirit of Pakistani hospitality.

Marriott comprises of splendid rooms, Gourmet Restaurants, round the clock coffeehouse, the

Patisserie, Conference and Banquet Halls, Business Center, shopping arcade, Health club and

many other facilities. Rooms are distributed on 5 floors. The first and second floor comprises of

standard floor and the third, fourth and fifth make the “Executive Club floor". There are 290

rooms in total. Suites are also available and are graded as Library suite. Deluxe suites, Executive

suites, Royal suite and Presidential suite. The rates differ with the standard of luxury and comfort

provided.

Food service provided through restaurants includes The Bassment, Nadia Coffee Shop and

Dynasty (Chinese Restaurant). The food items at The Bassment include fast food, lunch and

dinner. At Nadia Coffee Shop continental, Thai, Mexican and Italian food is served. This

restaurant provides 24-hour service. Typical Chinese taste is available at Dynasty. Buffet service

is also provided for breakfast, lunch and dinner. The breakfast is available only at Nadia Coffee

Shop. 

Marriott has got excellent Conference Halls provided under the names Crystal Ball Room,

Meeting room and Senator Room.

Salient features of Islamabad Marriott

290 Luxurious Guest Rooms

Situated at the footsteps of Margalla hills.

Executive Club, exclusively for business travelers.

Non-smoking rooms available on request.

All guest rooms and suites are air conditioned with attached bathroom hair dryer, colour

television with bedside control, in-house movies music channel, mini bar, international

direct dialing facility, voicemail & safe deposit box.

In-house television entertainment includes international satellite channels.

24 hour room service.

24 hour laundry and valet service.

Baby sitters and doctors on call.

Business Center (24 hours): Comprehensive secretarial services for today's Business

traveler.

Swimming Pool (temperature controlled), 

Health Club, Sauna, Steam Bath and Gymnasium.

Security: Smoke detectors and sprinkles, 24 hour professional security patrol.

Round the clock Nadia Coffee Shop serves Buffet Breakfast, Lunch, Dinner and A’la

carte.

Dynasty Chinese specialty restaurant serves lunch and dinner

The Bassment: Fast food lunch, dinner and music.

The Patisserie : Offering variety of confectionery delights.

Banquet and Conference Facilities : Crystal Ball Room , Kohinoor, Marquee, Marglla,

Ambassador, Senator room and Conference Rooms. 

Car hire and Travel desk.

XAVIER Men’s Saloon and Beauty Parlor.

In house banking facility.

Ice Machines on each floor.

Boutique , Handicrafts and Florist.

Free car parking and valet parking.

Marriott’s primary business concern is the room reservation, suite reservation, and conference

halls reservations. The other activities like food service through restaurants, entertainment

events, health club, business center, The Patisserie, The Bassment and shopping spots constitute

the secondary business.

The target market is undoubtedly the upper class that can afford the luxury and unmatchable

hotel offers. The various customer groups are the big companies and organizations like:

Ministries 

Embassies 

Multinational concerns

Foreign guests 

Delegations

Tourists 

The service provided to above companies is mainly the room reservation and Banquet

reservations for seminars, conferences and meetings.

The profitable customer group of Marriott are the tourists and travelers to whom Marriott serves

under contract with well known travel agencies like Walji’s, Rakaposhi, Sitara and others. All

over the world hotelling and tourism go together. Same is the case with Marriott and it is

generating 70% of its revenues out of the travelers group.

In Islamabad, Marriott is providing hotelling standards of its own kind and is enjoying complete

monopoly. However in Karachi it competes with Sheraton and adopts competitive strategies.

InIslamabad it will be facing tough competition with the completion of Islamabad Serena Hotel,

which is opening in year 2001.

MARRIOTT AS AN ORGANIZATION

Location

Marriott is centrally located in Capital City of Pakistan, Islamabad. The location is at hte footsteps of Margalla Hills. This location gives Marriott aesthetically a very sound location. All main buildings and offices of the capital are in a short vicinity to Hotel.

Staff

The total staff of Marriott Islamabad consists of around 450 employees out of which around 70 are the officers, out of which 13 are the Managers or Head of Departments namely: -

General Manager

Executive Assistant Manager

Sales & marketing Manger

Media and Public Affairs Manager

Human Resource Manager

Finance Controller

Food and Beverage Manager

Front Office Manager

Guest Relation Manager

Chief Engineer 

Executive House Keeper

Purchase Manager

Laundry Manager

Property Description

Islamabad Marriott Hotel’s Lobby has a modern decor with a hotel operated, barber shop,

business center, shopping arcade and Nadia Coffee Shop, providing a 24 house service with a

variety of Pakistani and Continental Foods.

3.3.1 The hotel has three main restaurants namely:

Nadia Coffee Shop – Continental, Italian, Mexican and Thai Food

Dynasty – Chinese Food

The Bassment – Western Style (music & food for couples only)

The Royal Elephant - Offers Thai cuisine.

Sakura Restaurant – A truly authentic Japanese restaurant.

Jason’s Steak house – American restaurant

Terrace Café – Open air seating lounge

Dumpukht Mughlai restaurant – Indian Cuisine

Lobby Lounge – Coffee house

Banquettes Halls include:

Ambassador – Adjacent to Nadia(being converted into a Resturant) 

Crystal Ball Room a & b – located by The Bassment

Kohinoor - behind Dynasty Restaurant

Margallah – located by crystal ball room

Marquee – located by pool side

Senator – located by main lobby

The shopping arcade includes:

Xavier – Ladies and Gents beauty-parlor

Horizon Tours

Travel Desk

Boutique

Flower shop

Book Shop

Carpet Shop

Jewelry Shop

The Hotel has got seven floors including ground and mezzanine floor. Third, fourth and fifth

floors are executive floors with lounges, on 4th and 5th floor and conference room on 5th floor.

5th floor has 52 rooms including one Presidential suite (consisting of 4 rooms) fourth floor has

got 57 rooms including 4 executive suites.

Third, 2nd and first floor each has 57 rooms including 4 suites on each floor. Mezzanine floor has

9 Mezzanine suites and one Royal suite. There are five Library suites, one on each floor. Hotel

also has several interconnecting rooms, non-smoking rooms, studio type rooms and disabled

rooms.

RESERVATION

Work in Front Office start with reservation. This section is supervised by Reservation Supervisor

and assisted by the Reservation Clerk. Reservation Supervisor deals with the advance

reservations, and Reservation Clerk deals with the walk-ins.

a)   Advance Reservation

Advance Reservation is of three types

i) Reservation in Marriott

The room & any other type of reservation in the hotel f takes place through Telex, Telephone,

Letter, telegrams, Fax, etc.

“Through Telex machine, the room reservation order comes from with in and outside the

country. When reservation order comes by Telex to Front Office, the Reservation Supervisor

replies and confirms the telex. Then reservation is done for expected guest in advance.

Sometimes reservation order comes through the telephone and the Reservation Supervisor

continues reservation.

ii) For other branches of HHL

The reservation Supervisor also makes arrangements for advance reservations for the guests in

other branches of the hotel.

iii) Banquets Reservations

The Food and Beverage Department do reservation for Banquets and functions.

Procedures for Advance Reservation

The Reservation Supervisor fills the reservation form, and with the help of this form reservation

slips are made. Reservation slips of different colors are used for different purposes like;

i) For normal or rack rate guests, white slips are used.

ii) For VIPs Pink Slips are used.

iii) For travelling groups, light blue slips are used.

iv) For travelling agents green slips are used.

v) Yellow slips are used for any special purpose for he if all rooms are occupied and

reservation supervisor wants to keep an expected guest on waiting list, than yellow slips

uses example. Moreover, for reservation of seminars and conferences yellow slips are

used.

These rack slips are then placed alphabetically and date vise in the rack. Arranged rack slips of

the current day are sent to the reception from front office. At reception there is another rack

showing status of different rooms. This is updated with the help of reservation rack slips. In this

rack white color in front of room number indicating that the room is ready for sale, red color

indicates that the guest has checked in, yellow color indicates that the guest has checked out, but

housekeeping department has not yet sent a report of checkout.

When a guest arrives at reception according to the time mentioned on rack slip, he is received

warmly welcomed, given key of his room and assorted to his room. 

b) Walk in Reservation

When a guest arrives at the hotel without any prior reservation he is regarded as a walking guest.

When such a guest arrives he fills up a registration card at reception, mentioning relevant

information, like his name, nationality, passport no., date and place of issue, date of birth, home

address, arrival date, occupation and mode of payment etc. Thus the reservation clerk allots him

a room according to the guest desire. Then reservation clerk posts the entries of the registration

card to the checking in and checks out register.

c) Group Reservation

Group reservation is usually done through letters. The company or organization, which make

arrangements for the groups, sends a letter to the hotel. Sales and marketing departments then,

the number and the names of the expected guests three months before their arrival. Finally a

form for group reservation is filled, showing occupancy in each room at their arrival. Moreover

the bills of rooms and meals at their departure is sent to the concerned company or organization.

d) Travel Agents Reservation

The travel agencies represent most important sources of the income to the Hotel business.

Travel agents reservation is made on green rack slips for easy identification as commission able

accounts.

RATES

The hotel gives different rates to different companies. On the basis of rates different companies

have categorized into tow classes.

i) Discounted Rates

ii) Credit Rates

Discounted Rates are given to companies on the basis of business given by the companies. If the

company is giving more business to hotel, it is included in hotel discount list. Special discounts

are given to these companies. Sometimes business given by a company, which was initially

included in discount list decline than its name is removed from the list.

Credit List depends on economic conditions of a company. Credit list is renewed after every

two year. A file of companies who are included in credit list is maintained in alphabetical order.

The companies, which have sound economic conditions, are included in the credit list. 

The rates at which rooms are sold to different companies are divided into group segments, which

include;

a) Normal or Rack Rates

These are the normal rates of the hotel. All racks rates are treated as VIPs.

b) Commercial Rates

Accounts department, sales and marketing department together sets these rates. The companies,

which give thirty room nights per month, are given commercial rates.

c) Corporate Rates

The companies, which give 50 room nights per month, are given corporate rates.

d) Preferred Rates

All the companies of United Nation, American Embassies, and consulates and British Airways

are given prefered rates along with the complementary breakfast.

SERVICE LINE CHART

Rooms & Suites

Banquet & Conference Halls

Outlets Food Outlets Executive Club Recreational Activities

Standard Rooms

Crystal Ball Rooms

Boutique Nadia Coffee Shop

Executive Club Swimming Pool

Executive Club Rooms

Kohinoor Handicraft Dynasty Health Club

Library Suite Marquee Florist The Bassment Sauna Bath

Deluxe Suite Ambassador Saloon & Parlor

The Royal Elephant

Steam Bath

Executive Suite Senator Room Laundry Jason’s Steak house

Gymnasium

Royal Suite Margalla Valet Terrace Café Massage

Presidential Suite

Conference Rooms

Lobby Lounge

PRICE

Islamabad Marriott Hotel's main service is the lodging facility provided to visitors.

Following table shows the prices charged for rooms and suites:

These charges include:

Hotel Tax, 15% +Re lA occupancy tax.

Rooms Single (Pak Rupees) Double(Pak Rupees)

Standard Floor 14,000/- 16,000/-

Executive Club Floor 18,000/- 20,000/-

Suites Pak Rupees

Library Suite 22,000/-

Deluxe Suite 26,000/-

Executive Suite 50,000/-

Royal Suite 60,000/-

Presidential Suite 80,000/-