Role of Workforce Diversity in Improving Organisational Capability in Hospitality Industry: A Study on Marriott
Added on 2023-01-05
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Module title
To evaluate the role of
workforce diversity in
improving the organisational
capability in the context of
hospitality industry in UK. A
study on Marriott.
ACKNOWLEDGMENT
First and foremost, I would like to express my heartfelt thanks to the Almighty God, as he
supported e during the whole course of the research when things were going good and even when
Module title
To evaluate the role of
workforce diversity in
improving the organisational
capability in the context of
hospitality industry in UK. A
study on Marriott.
ACKNOWLEDGMENT
First and foremost, I would like to express my heartfelt thanks to the Almighty God, as he
supported e during the whole course of the research when things were going good and even when
I faced any problems during the research. Secondly, I would extend my gratitude towards my
Respected Principal who gave me the very important opportunity to conduct a research on the
recent topic ‘Role of workforce diversity in increasing the capabilities of the organisation’. the
research enhanced my knowledge and provided me with various opportunities to study different
aspects of workforce diversity.
Furthermore, I would like to thank my supervisor who supported and guided me constantly
during the whole research whenever I faced any queries. I would also like to express my thanks
to my family members as they were there in all the ups and downs and were there as supporting
pillars which motivated me to do the research. I can’t forget to give my heartfelt thanks to my
friends and colleagues who do not demotivated mw instead encouraged me to do the research in
the better ways and which lead to the successful completion of the research. Without the all
above mentioned, I would not be able to complete the research.
Respected Principal who gave me the very important opportunity to conduct a research on the
recent topic ‘Role of workforce diversity in increasing the capabilities of the organisation’. the
research enhanced my knowledge and provided me with various opportunities to study different
aspects of workforce diversity.
Furthermore, I would like to thank my supervisor who supported and guided me constantly
during the whole research whenever I faced any queries. I would also like to express my thanks
to my family members as they were there in all the ups and downs and were there as supporting
pillars which motivated me to do the research. I can’t forget to give my heartfelt thanks to my
friends and colleagues who do not demotivated mw instead encouraged me to do the research in
the better ways and which lead to the successful completion of the research. Without the all
above mentioned, I would not be able to complete the research.
ABSTRACT
The research was done on the very recent topic which can benefit most of the companies in the
hospitality industry specially the Marriott which was ‘The role of workforce diversity in
increasing the capabilities of the organisations in UK. The research gave many opportunities to
extend the knowledge of the researcher regarding the topic. The aim and objectives were
discussed along with the research questions. It also mentioned the reason as well as the people
and the organisations which can be benefitted by the research. Research methods were chosen
such that it became very easy and systematic to do the complete study. The interpretivism
philosophy and the inductive approach helped in gaining the experiences of the respondents
regarding the workforce diversity at the Marriott. Data collection methods were chosen as
primary (Questionnaires) and secondary (Literature Review) which helped in gaining deeper
insights about the topic which helped me in answering the research questions. The data was then
analysed using the thematic analysis which made the study more creative and understandable die
to the themes and the figures used to present the data collected. It was find out by doing the
primary research that the employees of Marriott that workforce diversity is increasing the
organisational capabilities as it is giving various opportunities to the employees for increasing
their talent which is improving their performance. Though many issues come but the company
strives hard to solve every issue by implementing various strategies like adapting the anti-
discrimination policies and many more. The employees are highly satisfied with the diverse
workforce which clearly indicates that making the workforce diversified is benefitting the
company as well as its employees. Significant conclusions were made and various
recommendations were given which can help in improving the workforce diversity at the
workplace of Marriott and other organisations in hospitality industry in UK.
The research was done on the very recent topic which can benefit most of the companies in the
hospitality industry specially the Marriott which was ‘The role of workforce diversity in
increasing the capabilities of the organisations in UK. The research gave many opportunities to
extend the knowledge of the researcher regarding the topic. The aim and objectives were
discussed along with the research questions. It also mentioned the reason as well as the people
and the organisations which can be benefitted by the research. Research methods were chosen
such that it became very easy and systematic to do the complete study. The interpretivism
philosophy and the inductive approach helped in gaining the experiences of the respondents
regarding the workforce diversity at the Marriott. Data collection methods were chosen as
primary (Questionnaires) and secondary (Literature Review) which helped in gaining deeper
insights about the topic which helped me in answering the research questions. The data was then
analysed using the thematic analysis which made the study more creative and understandable die
to the themes and the figures used to present the data collected. It was find out by doing the
primary research that the employees of Marriott that workforce diversity is increasing the
organisational capabilities as it is giving various opportunities to the employees for increasing
their talent which is improving their performance. Though many issues come but the company
strives hard to solve every issue by implementing various strategies like adapting the anti-
discrimination policies and many more. The employees are highly satisfied with the diverse
workforce which clearly indicates that making the workforce diversified is benefitting the
company as well as its employees. Significant conclusions were made and various
recommendations were given which can help in improving the workforce diversity at the
workplace of Marriott and other organisations in hospitality industry in UK.
TABLE OF CONTENTS
Title..................................................................................................................................................5
CHAPTER 1: INTRODUCTION....................................................................................................5
1.0 Background............................................................................................................................5
1.1 Rationale................................................................................................................................5
1.2 Aim & Objectives..................................................................................................................6
1.3 Research Questions................................................................................................................7
1.4 Significance...........................................................................................................................7
1.5 Research Structure.................................................................................................................7
CHAPTER 2: LITERATURE REVIEW.........................................................................................9
2.0 Introduction............................................................................................................................9
2.1 Themes...................................................................................................................................9
2.2 Literature Summary.............................................................................................................14
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................15
CHAPTER 4: DATA ANALYSIS AND FINDINGS...................................................................20
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................37
REFERENCES..............................................................................................................................39
APPENDIX....................................................................................................................................45
Title..................................................................................................................................................5
CHAPTER 1: INTRODUCTION....................................................................................................5
1.0 Background............................................................................................................................5
1.1 Rationale................................................................................................................................5
1.2 Aim & Objectives..................................................................................................................6
1.3 Research Questions................................................................................................................7
1.4 Significance...........................................................................................................................7
1.5 Research Structure.................................................................................................................7
CHAPTER 2: LITERATURE REVIEW.........................................................................................9
2.0 Introduction............................................................................................................................9
2.1 Themes...................................................................................................................................9
2.2 Literature Summary.............................................................................................................14
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................15
CHAPTER 4: DATA ANALYSIS AND FINDINGS...................................................................20
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................37
REFERENCES..............................................................................................................................39
APPENDIX....................................................................................................................................45
CHAPTER 1: INTRODUCTION
1.0 Background
Workplace diversity plays a major role in the organisations among the hiring managers,
employers and the recruitment professionals. Diversity in the workplace basically focusses on
hiring the wide range of diverse individuals. These can be on the basis of age, culture, race,
religion, background, ethnicity, sexuality, education, language etc. Along with hiring a
diversified workforce, it is equally important to manage them to ensure that all the employees
have equal participation in all the activities without being discriminated on any basis (Saxena,
2020). Though all the organisations in various industries face the pros and cons of workforce
diversity but the hospitality industry is the most affected one because the workforce there needs
to be diversified as they have to interact with the tourists and guests coming from different
countries. They are benefitted by workforce diversity in many ways but faces many challenges
also (Top challenges of Diversity in the Workplace, 2019). This research is based on the role of
the workforce diversity which helps in increasing the capabilities of organisations like Marriott
in hospitality industry. Marriott Hotels and Resorts is the brand of Marriott International which is
headquartered in Maryland, US but the research will focus on the Marriott which performs
operations in UK as it operates worldwide. The company recruits people of different cultures,
backgrounds, religions etc. to make its workforce diversified. It is benefitted by this strategy
since many years. So, this research aims at a very current situation in the hospitality industry
which is the need to maintain workforce diversity as in order to satisfy the guests, the employees
must be aware of their culture and background so that they can treat them accordingly.
1.1 Rationale
The main reason behind doing this research is that the competition in the hospitality
industry is increasing rapidly and in order to compete in this dynamic industry, the companies
have to make its workforce diversified so that they can satisfy maximum customers and increase
their customer base (Merchant, 2020). Marriot, UK which performs its operations in the
hospitality industry secured the second position in terms of diversity among the top 50
companies in the world (Industry Update, 2020). It makes large investments to learn various
hospitality skills especially for the women, veterans, disabled people, refugees and many more
5
1.0 Background
Workplace diversity plays a major role in the organisations among the hiring managers,
employers and the recruitment professionals. Diversity in the workplace basically focusses on
hiring the wide range of diverse individuals. These can be on the basis of age, culture, race,
religion, background, ethnicity, sexuality, education, language etc. Along with hiring a
diversified workforce, it is equally important to manage them to ensure that all the employees
have equal participation in all the activities without being discriminated on any basis (Saxena,
2020). Though all the organisations in various industries face the pros and cons of workforce
diversity but the hospitality industry is the most affected one because the workforce there needs
to be diversified as they have to interact with the tourists and guests coming from different
countries. They are benefitted by workforce diversity in many ways but faces many challenges
also (Top challenges of Diversity in the Workplace, 2019). This research is based on the role of
the workforce diversity which helps in increasing the capabilities of organisations like Marriott
in hospitality industry. Marriott Hotels and Resorts is the brand of Marriott International which is
headquartered in Maryland, US but the research will focus on the Marriott which performs
operations in UK as it operates worldwide. The company recruits people of different cultures,
backgrounds, religions etc. to make its workforce diversified. It is benefitted by this strategy
since many years. So, this research aims at a very current situation in the hospitality industry
which is the need to maintain workforce diversity as in order to satisfy the guests, the employees
must be aware of their culture and background so that they can treat them accordingly.
1.1 Rationale
The main reason behind doing this research is that the competition in the hospitality
industry is increasing rapidly and in order to compete in this dynamic industry, the companies
have to make its workforce diversified so that they can satisfy maximum customers and increase
their customer base (Merchant, 2020). Marriot, UK which performs its operations in the
hospitality industry secured the second position in terms of diversity among the top 50
companies in the world (Industry Update, 2020). It makes large investments to learn various
hospitality skills especially for the women, veterans, disabled people, refugees and many more
5
(Eikhof and Marsden, 2019). So, it is must to analyse the role which is played by diversified
workforce in Marriott so that its benefits and challenges can be identified. It is must for the
hospitality companies to implement the workforce practices as the aim of the hospitality industry
is to optimize the experience of different tourists in the cultural environments which is totally
different for their home regions or countries (Merchant, 2020). This made the workforce
diversity in the hospitality industry a major factor to facilitate the cultural exchange globally.
This was also enhanced by globalization because of its multicultural nature. As, Marriott
dals in providing various services such as accommodation, travel and entertainment to the
tourists and the guests from different countries, it realized the need to meet the demands of all
the tourists irrespective of their culture, religion, creed, background etc. The companies must be
able to make the use of golden opportunity to understand the different cultural experiences for
both the tourists as well as employees (Sah and Nadda, 2017). Marriott endeavours to train its
personnel so that they can appreciate and accommodate the clients from diverse background
across the world. This die snot only benefits the company by increasing its understanding of
various social, economic and cultural perspectives but also helps in enhancing the satisfactory
services’ delivery through observation and communication. So, the current topic is chosen to
analyse the impact of the diversified workforce on the capabilities of organisations in hospitality
and the main capability in these companies is the talent of the employees which must be
enhanced to gain a higher competitive advantage and also increases the profitability of the
companies which helps in leading the competitors like Hilton, IHG, Accor, Fairmont and many
others (Bhasin, 2018).
1.2 Aim & Objectives
Aim
To examine the role of workforce diversity in improving the organisational capabilities of
Marriott in UK.
Objectives
To discuss the concept of workforce diversity in the hospitality industry of UK.
To analyse the role of workforce diversity to increase the organisational capabilities of
Marriott in UK.
6
workforce in Marriott so that its benefits and challenges can be identified. It is must for the
hospitality companies to implement the workforce practices as the aim of the hospitality industry
is to optimize the experience of different tourists in the cultural environments which is totally
different for their home regions or countries (Merchant, 2020). This made the workforce
diversity in the hospitality industry a major factor to facilitate the cultural exchange globally.
This was also enhanced by globalization because of its multicultural nature. As, Marriott
dals in providing various services such as accommodation, travel and entertainment to the
tourists and the guests from different countries, it realized the need to meet the demands of all
the tourists irrespective of their culture, religion, creed, background etc. The companies must be
able to make the use of golden opportunity to understand the different cultural experiences for
both the tourists as well as employees (Sah and Nadda, 2017). Marriott endeavours to train its
personnel so that they can appreciate and accommodate the clients from diverse background
across the world. This die snot only benefits the company by increasing its understanding of
various social, economic and cultural perspectives but also helps in enhancing the satisfactory
services’ delivery through observation and communication. So, the current topic is chosen to
analyse the impact of the diversified workforce on the capabilities of organisations in hospitality
and the main capability in these companies is the talent of the employees which must be
enhanced to gain a higher competitive advantage and also increases the profitability of the
companies which helps in leading the competitors like Hilton, IHG, Accor, Fairmont and many
others (Bhasin, 2018).
1.2 Aim & Objectives
Aim
To examine the role of workforce diversity in improving the organisational capabilities of
Marriott in UK.
Objectives
To discuss the concept of workforce diversity in the hospitality industry of UK.
To analyse the role of workforce diversity to increase the organisational capabilities of
Marriott in UK.
6
To ascertain the challenges that can be raised in implementing the workforce diversity
practices in the organisations.
To recommend various strategies which can meet up the challenges raised above.
1.3 Research Questions
What is the concept of workforce diversity in the hospitality industry of UK?
How the workforce diversity plays its role in increasing the capabilities of Marriott in
UK?
What challenges can be raised in implementing the workforce diversity practices in the
hospitality industry in UK?
What strategies can be recommended to meet up the challenges faced while practicing
workforce diversity?
1.4 Significance
The research is going to benefit the company itself which is Marriott in UK in improving
its practices used to implement workforce diversity. The company has faced various benefits
form this since many years but can enhance them according to the fluctuating demands of the
tourists to be satisfied. This will also benefit the stakeholders as it creates a sense of trust among
them and motivates them to make large investments in the hospitality industry and helps in
bringing innovation. The research will prove to be significant for the other companies in the
hospitality industry who wish to develop and implement the practices of workforce diversity at
their workplace (Bagheri and et.al., 2020). It will also help the researchers who wish to study
related to this topic. The management of the Marriott will be benefitted the most by this research.
1.5 Research Structure
The structure of this report will be as follows:
Chapter 1: Introduction
This chapter includes the background, introduction of the research in which the topic is
discussed. It is followed by mentioning the aims and objectives of the research along with the
research questions which will be answered during the whole research. The reason to do the
7
practices in the organisations.
To recommend various strategies which can meet up the challenges raised above.
1.3 Research Questions
What is the concept of workforce diversity in the hospitality industry of UK?
How the workforce diversity plays its role in increasing the capabilities of Marriott in
UK?
What challenges can be raised in implementing the workforce diversity practices in the
hospitality industry in UK?
What strategies can be recommended to meet up the challenges faced while practicing
workforce diversity?
1.4 Significance
The research is going to benefit the company itself which is Marriott in UK in improving
its practices used to implement workforce diversity. The company has faced various benefits
form this since many years but can enhance them according to the fluctuating demands of the
tourists to be satisfied. This will also benefit the stakeholders as it creates a sense of trust among
them and motivates them to make large investments in the hospitality industry and helps in
bringing innovation. The research will prove to be significant for the other companies in the
hospitality industry who wish to develop and implement the practices of workforce diversity at
their workplace (Bagheri and et.al., 2020). It will also help the researchers who wish to study
related to this topic. The management of the Marriott will be benefitted the most by this research.
1.5 Research Structure
The structure of this report will be as follows:
Chapter 1: Introduction
This chapter includes the background, introduction of the research in which the topic is
discussed. It is followed by mentioning the aims and objectives of the research along with the
research questions which will be answered during the whole research. The reason to do the
7
research is described along with the areas and individuals which are going to be benefitted by the
research.
Chapter 2: Literature review
This section will consist of various themes which are made by segregating the while
objective. The already published books, journals, articles, research papers, blogs are gone
through by the researcher to gain the different significant views of various authors related to the
topic which helps in answering the questions of research.
Chapter 3: Research methodology
It describes all the methods used in the research to gain deeper insights about the topic as
well as getting overall findings. The type, philosophy and approach are discussed along with the
data collection and analysis. It will also include the ethics, reliability, validity, generalizability
and limitations of the research.
Chapter 4: Data Analysis
The collected data from various sources is analysed in this section to make significant
interpretations and overall findings which helps in drawing significant conclusions.
Chapter 5: Conclusion and Findings
This part is the concluding part in which conclusion of the overall research is described.
It also summarized the research in short which helps in making various recommendations to
improve the implementation of practices in the company.
8
research.
Chapter 2: Literature review
This section will consist of various themes which are made by segregating the while
objective. The already published books, journals, articles, research papers, blogs are gone
through by the researcher to gain the different significant views of various authors related to the
topic which helps in answering the questions of research.
Chapter 3: Research methodology
It describes all the methods used in the research to gain deeper insights about the topic as
well as getting overall findings. The type, philosophy and approach are discussed along with the
data collection and analysis. It will also include the ethics, reliability, validity, generalizability
and limitations of the research.
Chapter 4: Data Analysis
The collected data from various sources is analysed in this section to make significant
interpretations and overall findings which helps in drawing significant conclusions.
Chapter 5: Conclusion and Findings
This part is the concluding part in which conclusion of the overall research is described.
It also summarized the research in short which helps in making various recommendations to
improve the implementation of practices in the company.
8
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