Question

In: Operations Management

Assume you are sitting down with your manager, or assume you are the manager sitting down...

Assume you are sitting down with your manager, or assume you are the manager sitting down with your employee.
Prepare two SMART goals for your employee./Marriott
Explain how these two goals meet the SMART criteria.

Expert Solution

George T. Doran, a consultant and former corporate trainer introduced the concept of SMART goals in 1981. SMART goals needs to be clear and attainable, specific and measurable to track the progress of the goals.

A SMART goal is:

Specific: Goals need to be specific, focused and should answer the ‘6 W’ like who, what, when, where, which and why aspect of goals formation.

Measurable: Goals are measurable and tangible. Goals are broken down into some milestones with specific tasks to accomplish and measured.

Achievable: Goals inspire and motivate, and are attainable and require developing newer skills and changing attitudes.

Relevant: Goals are relevant and align with the overall business objectives.

Time Bound: Goals deliverables has a deadline.

SMART goals are written after lot of discussion with the employees. Strategies are fine-tuned ensuring the goals are actually attainable. SMART goals are written with positive intent and should motivate and inspire the employees to achieve the common objectives.

Example of SMART goals in Marriotts:

1. Grow average non – room revenue per guest by $ 50 by end of quarter 4

The goal specifies the specific amount of increase of guest spending within a set deadline.

Specific: The goal is specific and what, who and when aspect of the goal are answered.

Measurable: Target for the growth of guest non – room revenue by $ 50 by the end of quarter 4 has been set.

Achievable: The goals are made attainable with tactics like addition of guest messaging software, sales of more room packages and bundled offers and front desk staffs are incentivized to sell more packages at check – in.

Relevant: The goals align with the broader objectives of Marriott by increasing the overall revenues and productivity.

Time – bound: End of quarter 4 deadline is given.

2. Increase website conversion rate by 25 % in quarter 3

Specific: The goal is specific and answer the what, who and when aspect of the goal.

Measurable: The success is measured by the increase in website conversion rate. Chatbot is added to company website, made mobile friendly, and digital marketing agencies are contracted to make conversion – optimized direct booking campaigns.

Relevant: The goal align with the broader objectives of Marriott by increasing the direct bookings, better guest experience and sales of more packages through the websites.

Time – bound: Progress is measured over a period of quarter 3.

keosha answered 2 months ago

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