Hotel and Hospitality Management: Training Programs and Evaluation

This article explores the journey of securing employment and employability requirements in the hotel industry, Marriott Hotel's induction process, training programs for developing potential leaders, and a critical evaluation of the training program against a competitor's program. It also discusses Marriott Hotel's business objectives and strategies for achieving them, as well as the value of interrelationship between various internal and external stakeholders. The article concludes with a fair and honest evaluation of performance in the industry.

Running head: HOTEL AND HOSPITALITY MANAGEMENT
HOTEL AND HOSPITALITY MANAGEMENT

HOTEL AND HOSPITALITY MANAGEMENT 2
Table of contents
Introduction................................................................................................................................3
1. Journey of securing employment and employability requirements.......................................3
2) Overview of the organization and description over the company’s induction process.........5
3) Identify and analyse the organisation’s training programmes for developing potential
leaders. Critically evaluate the training programme against a competitor’s training
programme.................................................................................................................................7
4) Marriott hotel’s business objectives and strategies that have been implemented to meet
these objectives..........................................................................................................................9
5) Value of interrelationship between various internal and external stakeholders to achieve
department’s objectives linking with the organisation’s business strategies from question
number 4...................................................................................................................................10
6) Conducting a Fair and Honest evaluation of performance in the Industry..........................13
Conclusion................................................................................................................................16
Reference..................................................................................................................................17

HOTEL AND HOSPITALITY MANAGEMENT 3
Introduction
This work will be providing specific reflection over going through the process of
becoming a successful room attendant in one of the most renowned hotels around the world.
The work will be specifying information related to the objectivity that are to be followed in
order to maintain good rapport with leaders and aspect that leaders must contain to consider
the competitive advantages. Information regarding interrelationship between both internal
and external stakeholders will be asserted and the objective along with the strategies to be
implemented will be considered for thoroughly in reflective manner. The performance of the
hotel selected which is Marriott in here will be evaluated with fair context.
1. Journey of securing employment and employability requirements
Securing a placement position in the hospitality sector has not been an easy affair for
me owing to the kind competitiveness that rules the industry in terms of employability. In the
current state I am working as a room attendant in the Marriot Hotel of Sydney. However, the
journey to attain the said job position as an intern has been difficult for me but I excelled
through it since I acquired the most of the required skills and qualifications regarding the said
job. During the course of the journey, I found that in order to acquire and retain a position in
the hotel industry is quiet complex since maximum of the job position requires accuracy and
precision to a high extent. The major aspect that I could acknowledge during this journey that
an individual requires to have effective employability skills in order to pass through the
selection procedure that is set by the hotels like Marriot hotel. Only then, one can be able to
secure a placement position in the said sector. I my personal opinion I have seen that the
selection procedures of the hospitality sector have been simple for any job post. The
complexity however increases with hierarchical order of the job post. A standard guideline
and procedures are followed in the selection of a candidate for any post. In respect to my
case, I had to undergo two stages of the selection procedure in the Marriot hotel of Sydney.
The very first being the basic skill test and the second one being a personal interview. In the
first stage I was required to undergone a communication assessment skill test, assessment of
basic knowledge regarding housekeeping etc. In the second stage of the selection procedure, I
was interviewed by a panel of two members in which I was asked to various question about

HOTEL AND HOSPITALITY MANAGEMENT 4
qualification, knowledge about the hospitality sector etc. In addition to this, I also came to
comprehend that skills are one of most important assets to work in any industry.
I came to know about the competency levels and skills that are required by a individual in
order to get recruited in an reputed Hotel like Marriott Hotels. It can be said that t importance
of interpersonal skill is huge within the hotel industry. I have come across various instances
where the priority to get recruited is to have effective interpersonal skills. It can be said that
In a Firm or hotel like Marriot Hotel the skills relating to interpersonal aspect is huge the
company demands high interpersonal skills which help the company to interact with there
customer. Hence this was critical information which I got prior to my interview hence I was
concerned and focused on growing my inter personal skills which will help me to get
recruited within the firm. Other than interpersonal skills communication skills is also required
to its fullest (Midwinter & Whatmore, 2011). It can be said that firm demands High
communicational skills from their employees the company demands high requirement of
having both verbal and non-verbal communication skills that are needed to developed in the
highest priority. The company demands efficient communication skills that the recruit or the
applicants must have to get recruited in the firm. This skills was also emphasized in my
college as the teachers emphasized on the growing an effective communication skill within
the student so that the student are able to grab employment in major companies in the near
future. It can be said that I has worked hard on the my communication skills which helped me
getting recruited within the firm. Management skills were also a requirement for the list iof
skills which the company wanted in the Hotel Sector employment. Marriott Hotel being a
brand in the market demanded the best out of every skill that the applicant has. Hence, the
case with management skills was the same (Neugebauer & Evans-Brain, 2009). The firm
invited applicant with efficient and effective management skills to their companies as they
were concerned about the high quality management which the company has and which gives
operational efficiency to the management activities of the firm. I had been working on my
management skills through reading various case studies and analyzing the ways in which the
following can be bettered in this way I was able to grab my employment in Marriot Hotel as
Room Attendant. Education qualification from Hotel management was also a requirement for
the company the applicant must have a Bachelors degree in Hotel management in order to
apply for the specific job role within the company.

HOTEL AND HOSPITALITY MANAGEMENT 5
2) Overview of the organization and description over the company’s
induction process
Marriott Hotel In Sydney Harbor Quay is a hotel which falls under the Marriott Hotels
and Resort group which is a Flagship company worldwide with have more that 550 hotel
around the world. The company is known for its quality and luxurious service combined with
efffecinet operational activities around the world. The Hotel chain began back in the year
1950 and current the company employees around over 5000 employees that operate the
business of the company. As it can be seen that the company is huge employer and is also a
very big brand in the market it is obvious the employees recruited will be efficient enough to
work for the company and maintain the brand services. Although the company has Training
programs and induction process which helps the employee to accustomed to the work
environment of the company (Stebleton, Henle & Harris, 2006).
Induction process is crucial task which the company has to perform to train the employee in
accordance to the style and approach of operation which is conducted within a firm. The
company train there recruits regarding the work style of the company and familiarize them to
the working environment of the firm. It can be said that the induction process is process in
which very recruit is trainee to the jobs which will be assigned to them once they complete
their training program this eases the approach of the employees to the duties and
responsibilities and awareness them to maintain the quality service of the company. The
company makes the recruits understand about the work culture, policies, regulation,
standards, approach and style which the firm follows in order to render High quality service.
In Marriott Hotel the induction process start in the selection and recruitments phase in which
the selected employees are introduce to the process and are trained by the firm to deliver high
quality work in there operational activities (Metcalfe et al. 2018).
The main objective of Marriott Hotel while conducting the induction process are as follows:
1. To accustomed the new recruits the working environment of the company and making
them, comfortable in the firm
2. Building the self confidence within the recruit to deliver high operational efficiency in the
workforce of the firm
3. Making the recruits know about the operational policies and regulation of the firm

HOTEL AND HOSPITALITY MANAGEMENT 6
4. To ensure assisting them in performing the job role properly
5. To know about the future requirements of training required by the employee in the future
Based on the above objective Marriott Hotel conducts its induction process. The company
assess the performance of recruit in induction process to know the strength and weakness of
very employee for the purpose of improvising on them.
The Duration of the induction program within the company is 3 days that will focus on the
induction process of nearly every department within the operations of the firm. It can be said
that in this duration the management discuses about the future goal and objective of the firm
to make the recruiter realize for what they will be working in the firm. The job roles and
responsibilities will be made clear and specific to the recruits. It can be said that firm recruits
are given in detail description over the operational duties and the ways in which the following
will be performed. In this the trainers showcase they approach of operation which the
company takes in rendering customer service. The trainers develop effective confidence
within the recruit by empowering there motivational points making the recruits ready for
further job roles. It can be said that through this trainer as well as the HR managers are able
to impose further duties on the recruit according to their competency levels. Off Job, training
also occurs during this process helping the firm to effectively operate in the firm. After this
the trainer and the management decides on future training process which each recruit will go
through after the induction process which is mostly based on the weakness assessed by the
employee (Kumar & Sharma, 2015).
It can be said that there recommendation which are to be for the betterment of the induction
process within the firm and they are as follows:
1. Presentation skills and the attributes of very recruit should be analyzed in order make the
recruit more discipline regarding the dress codes and personality that they will carry out
within the workplace.
2. The company should also consider having group discussion with the recruit to solve there
issues and problem regarding the future job role as this will help the firm to effectively build
a relationship with employees increase the understanding between the management and the
employee which better the induction process of the company (Sweitzer & King, 2013).

HOTEL AND HOSPITALITY MANAGEMENT 7
3) Identify and analyse the organisation’s training programmes for
developing potential leaders. Critically evaluate the training programme
against a competitor’s training programme
The Marriot Hotel at Sydney Harbour Circular Quay provides one of the best training
programmes which focuses on the improvement and betterment of trainees as well as sets
opportunities for the trainees to walk towards new horizon of achievement. The training
agendas and modules are clear-cut and crisp as well as time bound which makes this training
programme unique and efficient. This Hotel and the board of members who are trainers take
the utmost care in producing efficient trainees who shall hold industrious position in future in
hotel industry.
The Marriot training is a training which takes place on a daily basis with effective training
schemes in all sectors of hotel industry starting from front office to lobby and also various
trainings in cooking.
One of the most specialised part of the training comprises of the HACCP, Hazard analysis
and critical control point which focuses on the matters of food safety which has become a
very important matter of concern especially in the hotel industry (Tapkir & Dadas 2018).
Starting from basic cleanliness to refrigeration as well as the tools, machineries and
techniques to improve the quality of storage of food and ending in ways to reduce food
poising risks is an integral part of this HACCP concept which is extensively an important
strategy of training in this Hotel. A full HACCP module starting from storage of food to
product composition, as well as packaging is being well taught to the trainees practically and
theoretically. On an average scale, the Marriot Hotel produces the maximum number of
trainees who are efficient and capable of getting good placements anywhere owing to the
teaching and training methodology which is itself a unique one.
The Marriot group owing to its location is thus a place of visitors and travellers who often
find this Hotel suitable because of its employees most of them who were once a part of this
hotel’s training group. The hospitality programmes which is included in this training is not a
mere and simple one, it rather encompasses all the new and improved styles.

HOTEL AND HOSPITALITY MANAGEMENT 8
Another important aspect of this training programme is the dealing of subjects like finance,
Human resource as well as profit maximization, efficiency of sales and basic accounting and
business agendas which the Hotel thinks it important to include in this training. It is a
guarantee that this scheduled training shall benefit the trainees in a productive way which
shall help them in maximizing their opportunities (Shekhar, 2016). Finance and accounting
and basic knowledge as thus become a very important part of this quick growing world and
Hotel Industries are expanding which requires the efficiency of sales and profits. The
practical session which the training includes sets everything clear for the trainees. There are
various programmes which are given to the trainees building in them leadership qualities and
thus setting opportunities to work worldwide.
With a view to the various training programmes in Sydney in other Hotels, the training
programme of Marriot Hotel stands apart in many ways. Strict discipline and daily agendas
along with wonderful campusing techniques makes Marriot Hotel unique. The well knit
programmes of this training is a thing to be praised .Etiquettes and dressing style along with
fluent speaking is being taught here not through some cliché methods but through modern
and advanced techniques. Language and speech modulators at the training looks after this
area in a very well way which makes the trainees much fluent in speaking. Speech has thus
become a way and an art in modern world and it is through the speech and way of talking and
appearance that we come to judge various things. Self-Grooming which has thus become
another important aspect of today’s world is an important part and module of this training
which again sets this training apart from other competitors. Corporal dressing sense along
with proper face and body makeup is henceforth a critical part. Art of talking and displaying
oneself is being taught by various Image consultant and grooming artists which are a part of
this training programme.
The last but not the least a very technical and important area of this training includes Stress
management. A Hotel Employee with a poor taming of temper can lead to tumultuous
situation which can become difficult to handle. Some people are born with inborn talent of
taming temper but all of us need a training. Thus Marriot Hotel’s training agenda also
includes effective stress management classes for every trainees.

HOTEL AND HOSPITALITY MANAGEMENT 9
4) Marriott hotel’s business objectives and strategies that have been
implemented to meet these objectives
The main objective of Marriott hotel is to expand their business in all over the world.
The organisation used various types of methods to fulfil their goals. One of the major
strategies which the organisation uses to fulfil their objective is website publishing. The
company has bought their own domain and they have a personal website. In the website the
company provides information about their hotel rooms, their food and their infrastructure. By
seeing this customer gets attracted towards the hotel. With the help of website the company
has managed to promote themselves in various parts of the world. The company has cleverly
adapted this strategy to attract more customers in their business. The internet helped a lot in
the strategy method of the company. Another strategy adapted by the hotel to expand their
business is customer reference. The company has organised a scheme where they are
providing large amount of discounts to those customers who are promoting the organisation
between their friends, colleagues, neighbour etc.
The organisation is flexible for their customers as it provides many facilities to their
customers. The organisation also keeps a good relationship with their neighbours which are
another strategy of the organisation. They know that in order to expand their business they
first need to be polite with everyone and to keep a good relation with their customers, clients,
supplier and also their neighbours. The objective of the organisation is to open their
organisation in different parts of the world. The objective of the organisation is to get spread
all over every single places. The organisation uses another business strategy to fulfil their
goals. The organisation keeps a good link with the travel agencies both in offline and online.
In today’s world it is important to be more specific and frank with people in order to survive
properly. The Marriott hotel of Sydney has explored many things among which they have
also shook hands with the travel agencies. The People when travel or our first they search for
residential hotels to spend night and rest of the day to rest. The travel agencies nowadays are
very much helpful in this matter.
The travel agencies in nowadays keeps record of the hotels and provide the information to
their customers regarding hotels room and their low budget charges. The organisation uses
this method for further promoting their business. The organisation takes the help of the online
travel agencies. Through this method various results have been found which after doing a
detail analysis shows that promoting with travel agencies is beneficial for the organisation.

HOTEL AND HOSPITALITY MANAGEMENT 10
Another method which they use is taking the help of social media. In this new era of
civilization each and every people is fond of social networking (Yakimova, Merrilees &
Miller, 2016). No matter what kind of people are their but each and every one is connected
with social media. Thus the organisation utilize this thing and take the help of social media
where they make their official pages and post pictures and information with so that the
customers see and gets attracted towards it.
Providing best budget range is another method used by the organisation. The organisation
provides low budget in the market so that they can get a good hold of customers. The rates of
the hotel is organised by both the hotel authority and the travel agencies. Sometimes the
customers feel that like low budget the organisation will provide low facility or they will
compromise with their facility, but the organisation does not compromise with their quality of
service. The organisation follows this method very strictly because they know that profit and
loss does not matter what matter the most is the respect. The organisation know this very well
that if once their reputation is destroyed then it will be very difficult for them to get back their
reputation. The hotel also provides a huge discount during festive seasons. They are well
aware of the fact that people during festive season search the best in low cost. This is a plus
point of the organisation and the organisation utilizes this in a good way. The hotel provides a
huge range of discount for their customers during a time of a year. This monopoly helps the
organisation to become a centre of attraction in the market and more people gets attracted
towards this unique offer. The objective of the hotel is to hold the first position in the market
and to win the race in the competitive world. The organisation focuses on becoming of the
world’s top most leading brand (Henisz, 2017).
5) Value of interrelationship between various internal and external
stakeholders to achieve department’s objectives linking with the
organisation’s business strategies from question number 4
In the organisation there are different factors both internal and external which helps
the organisation to achieve its main objectives. The internal stakeholders of the organisation
are those who are already a member of the organisation and working under it to elevate the
goals of the organisation. External stakeholders of the organisation are those who are coming
to the organisation form outside for example the customers (Korschun, 2015). The room
attendant department of the organisation comes under the maintenance and housekeeping

HOTEL AND HOSPITALITY MANAGEMENT 11
department. The object of the room attendant department is to keep the hotel room clean and
healthy, to provide best quality of services so that the customers get satisfied with the
services. Both internal and external holders help the organisation to achieve its goal. Under
the internal stakeholders there are managers of various departments, accounting department,
security department, food and beverage department, engineering department, hospitality
department, housekeeping department and Human Resource department. All departments of
the hotel have different work and serves different services to both the hotel and their
customers or clients. The accounting department keeps the balance sheet record and the
journal of the hotel’s expenditure and its investments and also its profit (Dzhandzhugazova et
al. 2015). The accounting department also keeps the record of the purchases of the company
and at the end of the month they submit the report to their owners. It is the accounting
department that helps the hotel to maintain its money records. The manager of the hotel is
kept for various purposes. The manager is the overall head of the department. Under his/her
premises all the other departments category falls. The manager is the overall guidelines to all
the departments. He serves various purposes. If anything happens in the hotel from external
environment or from the internal environment the manager is the one who has to face the
circumstance and to find solution for it.
The ultimate power rest in hands of manager after the owner. After this comes the security
department. The overall safety for both the organisation and their staffs and their customers is
dependent on the security department. The security checks whoever comes inside the hotel.
Not only the customers but also the staff members of the hotels are checked by securities.
The security department plays a very important role to fulfil the objective of the organisation.
The safety is the first priority for everyone so the Marriott Hotel Sydney plays this role in a
cunning way. If the customers get the assurance of safety then they would like to visit again.
So the hotel does not compromise with its security department in order to provide safety for
both their clients and their staff. After this comes the food and beverage department.
Professional chefs are there in the hotel and also they maintain good quality of services and
food. They also maintain cleanliness in their kitchen and check all the fruits and vegetables
before cooking (Drake et al. 2016). All food products come from various dealers and with
superior quality. The food department of the company is one of the most responsible
departments of the hotel. Obviously the customers will like delicious food since they are
paying for that so over here this quality is maintained properly. The beverage department also

HOTEL AND HOSPITALITY MANAGEMENT 12
takes care of their department and provides their best work to serve their customers. All the
juices products, soft drinks and hard drinks come from well prominent and well reputed
place. The Marriot Hotel does not want to compromise with anything that’s why they give
their best to their customers.
Next is the hospitality department. In every organisation the hospitality department is one of
the main factors where the people rely on. The Marriott Hotel of Sydney is well aware of this
fact and even in this field they are one of the best. Accidents are bound to happen in an
organisation, street, institution, home or in any workplace. There are customers who may fall
sick or met an accident then the hospitality department of the hotel provides best quality of
services by providing them first aid services and if necessary they also take their customers
directly to the city hospital. The housekeeping department of the organisation of the company
make sure that all the rooms are of the hotels are clean and tidy and also all room services
should be provide maintaining punctuality. Their intention is to ensure to give luxurious
comfort to their customers. The Human Resource Management of the hotel is another
important department. All the operations of the hotel are made and controlled by this
department. The HRM department recruits professionals as their hotel staff so that they can
provide the best to their customers (Baum, 2016).
The external factor who is the customers also helps the organisation to fulfil its objectives.
Whatever services are provided to them from the hotel they are the one who can help the
organisation to make those services much better. The Marriott Hotel of Sydney takes
customer feedback in their official page so that they can work on the demand of customers
and if they fail to maintain any quality of work then they work on it to make it the best of all.
All the factors and all the business strategy helps Marriott Hotel to fulfil their goals which is
to provide high quality services to their customers and to make Marriott Hotel one of the
world famous hotel and to secure a high position in this business. The objective of the
housekeeping department is to maintain tidiness in the hotel rooms and to provide superior
quality of services to their customers. Even the room services are provided in an arranged
way with every food stuff decorated on the table. The housekeeping management of the hotel
also focuses on fulfilling the objectives of the hotel. They are the one on which the cleaning
and customer service facility of the entire hotel rely upon. The room attendant, the room
service, housekeeping all are essential factor which serves to accomplish the objective of the
Marriot Hotel Sydney.

HOTEL AND HOSPITALITY MANAGEMENT 13
6) Conducting a Fair and Honest evaluation of performance in the Industry
Strengths
After working the industry from a good period of time there are some strengths which
have been indentified and which has helped me in developing effective work performance at
workplace. One of the strengths are the communicational competency. I have recognized that
I have very good communication skills which is one of my strength and this helps me to
perform effectively at workplace. Communication skills have helped me in developing
effective relationship within the work environment and coordinating with my department in
course of action which increase the operational efficiency of the department. It can be said
that through effective operational activities and communication I am able to perform the best
out of my skills at workplace. The other strength that I have is managing skills and this has
helped me perform good at work place. I have used my management skills to effectively
manages and encounter problems at workplace. I have managed issues and problem at
workplace which has helped the department to provide high quality service to the customer
and also help me to get recognized within my department. My other skill is a quality which
have gained in the recent times which is working in team with effective mobility. I have a
skill team working with my colleagues that increases the operational of the team and helps in
completion of job roles in affective manner and without hampering the service quality of the
operation. All of these strengths have helped me to grow up as efficient employee in the firm
and has also helped me to create a name for myself in the workforce which helped me in
keeping myself motivated at workplace (Olmedo-Cifuentes, Martínez-León & Davies, 2014).
Weakness
There are some weakness which I have due to which I get constrained at working and which
hinders my performance at work place environment. There are some weakness which I have
to work on in order be more successful in future days of operation. One of them belong lack
of proper communication with the management even though I have good communication
skills I have not been able to communicate with the Hierarchy properly which ha hindered by
performance within the company in efficient manner. It can be said sometimes in such lack of
communication I was not able to coordinate with the management causing problems in the
operational activities of the firm. This shows that although my communication is strong my
interpersonal skill is weak on which I have to work on in order to improvise on my

HOTEL AND HOSPITALITY MANAGEMENT 14
performance in the near future. The other weakness which I have is an attractive personality
in the Hotel industry there is always a need of an attractive personality to make people attract
towards. For this purpose there are grooming and personality development classes in college.
I feel that I have weak personality that has deprived my growth in the company and haslp
hindered my performance within the firm. All these are my weakness that I have to improve
in my upcoming days as professional in the hotel industry as this will help me in growing my
character as well as my carrier in this industry.
Achievement
There are various achievement which I have got in my professional life till now which have
got me appraisals from the firm and has helped me to but, my image in front of the hierarchy.
One of the biggest achievements that I had is getting positive feedbacks from my customer
who was impressed with our service. I was appreciated by the management fort my handwork
and was also considered form a early promotions. I have been having positive appraisal from
the hierarchy that is big achievement for me for being considered as efficient employee of the
House Keeping Department. Another achievement which I received in short run of the
company so far is that I have been made team leader of Room Attendants in the company on
various temporary occasion which again shows that the company has some trust and
confidence of me. This will help me in my future for having a opportunity to be a permanent
team leader of my team and to take my team and organization to new quality level of service
which increase the operational efficiency of the firm. It is very prominent that the
achievement at work place has helped me to motivate myself in pushing my limits at work
place to be a better and efficient employee for the firm. This has helped me to do well in the
operations at work place help the firm in there operation by contributing my fair bit of work.
Leadership
Leadership is subjective topic and learning about leadership is conventional process. Through
my world experience in my work field and in the company I have learnt that leadership is an
evident process which helps firm and there workface to achieve a common goal through
effective motivation which derives the best out the of the employees and helps the company
to provide high quality services. Through My work experience in this field I have seen that
Leader have unconventional bonds with their workforce which is derived out of respect and
the workforce is focused on the objective set by the leaders and want to archive them for the

HOTEL AND HOSPITALITY MANAGEMENT 15
benefit of the leader and the company (Prayag &Hosany, 2015). Leading is outright process
in which leaders have to set common goal and have to motivate employees which help the
following to take out the best of the employees in performing there roles and responsibility.

HOTEL AND HOSPITALITY MANAGEMENT 16
Conclusion
From the above work presented we have understood required information that is to be
evaluated in order to understand context regarding hotel and Hospitality Management. The
work has properly evaluated the overview regarding the induction process incorporated
allowing efficient candidate to present their base in the said organisation. Comparing all the
aspect presented in reflective manner there has been identification of positive objectives and
strategies that are implemented for evaluating the achievements that the organisation have
gathered from their work in the society.

HOTEL AND HOSPITALITY MANAGEMENT 17
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