Human Resource Management in Hospitality Industry

This assignment provides an overview of human resource management (HRM) in the hospitality industry. It highlights the importance of HRM in the hotel sector and explores various aspects such as work motivation, employee well-being, and diversity management. The assignment also touches on the role of HR in strategic decision-making and its impact on sustainability and growth rate. With a focus on Marriott's standards and perceived value, this analysis aims to provide insights into effective HR practices in the hospitality industry.

Human Resource

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
P4 Different stages of the HR life cycle.................................................................................3
P5 Performance management plan & techniques to resolve negative behaviour of staff
retention..................................................................................................................................5
P6 Identify specific legislation that a hospitality organisation must comply and adhere to. .6
P7 Using specific examples illustrate how company, employment and contract law has a
potential impact upon business decision-making in the hospitality industry ........................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
HR stands for Human Resource, who work for the betterment of an organization. It helps in
hiring skilled labour who build the journey of a company from a lower phase to the most vital
part of a company.
Marriott international which is an American leading multinational company that maintain
as well as franchises a wide hotel portfolio relating to lodging facilities.. It is a hospitality
company founded in 1927 by J.Willary Marriott and Alice Marriott. Its headquarters are in
Bethesda, Maryland, U.S.
This report talks about the stages of HR in Marriott and how performance management
plays a vital role in company to resolve all issues. (Moutinho, L. and Vargas-Sanchez, A. eds.,
2018). It works on potential impact by contract law on a business decision-making in hospitality
Industry.
MAIN BODY
P4 Different stages of the HR life cycle
Organization is goal oriented and always focused in achieving objective on time, which
need skilled labours to put real effort and complete work in an efficient and effective manner.
Hiring exact labour with appropriate skill is the toughest task and HR plays a vital role in it.
Marriott which has a brand value in market and focused on improving its perceived value in
market by adopting unique strategies (Grobelna and Marciszewska, 2016). HR has a long life
cycle while hiring employees for Marriott as it is a big responsibility which turn a company into
a new direction. In Marriott, an employee faces five unique stages to be a permanent part of
industry which is as follows:-
Recruitment:- Recruitment means to hire new blood in a company who take hold of
different responsibility in a better manner and functioned as a part of Industry. For Marriott, it
goes to the extra mile and focus on hiring the best appropriate skill for company. Creating a
game plan and understanding thought of an individual towards vacancy, is much more beneficial

for betterment of a company as it helps in future smooth sailing. Designing a portal which can
test all requirements from written test to multiple interview requirement. Marriott is more
focused on hiring perfect personality traits as it frames an image in the mind of consumer.
Education:- Educating fresher’s about services which an organization offer to its customer
is as important, as doing marketing to aware consumer in market about product. Education
covers position of an employee and delegate responsibility of work which regulates operation
work in an organisation. Marriott puts effort in communicating culture and values of company,
which directly impact in its way of working. Training and educating about all rules and
responsibilities is the most vital part of an organization as it creates a ballpark in ranking system
of services in country. In Marriott, it is very important to maintain an optimistic atmosphere as
handling customers with a smile on face creates a goodwill in market.
Motivation: - A motivation which boost-up the energy of thousands in a company and
maintain a balance in framing profit scenario in a company. HR has a responsibility to develop a
zeal in mind of an employee, which put an impact to work hard. Marriott focused on active
personality in which motivation plays a vital role and help in giving responsibility. It brush-up
skills and match it with the demand of an organization. Leaders are important in an organization
as it maintain in retention of new hired employees and focused on motivating in performing at
the highest level.
Evaluation: - Evaluating can be framed as auditing. It means HR or a supervisor keep an
eye on employees working performance. Marriott which frame an appropriate game plan or
strategy to use in context of measuring performance of an individual. Facing challenges and
putting efforts in completing a job is the toughest task, and achieving an objective from it, is the
most crucial part of an assigned job. Evaluation comes afterword’s, which focus on performance
and maintain a feedback of a person according to its working nature. Marriott which adopted 360
- degree feedback and work accordingly to get business ahead of the pack.
Celebration:- The fifth stage of HR life cycle is much more important as it puts a new
energy in the mind of employees and work according to game plan. It helps in cut-throat
competition to get the project off the ground with a new energetic way (Katou, 2016). Marriott
maintains their standard into market to enhance their brand image always focus in achieving
objectives. It arranges many different events to celebrate the victory of a project in Marriott and
learn the ropes of every situation which help in killing barriers for future.

Importance for retaining and developing talent:-
Retention is much more important in Hospitality industry like Marriott. It functions as a
growth factor of an organization to maintain stability and give more experience to educate an
employee about all rules and regulation of a company. Marriott which handle number of workers
in daily routine and focus on retention by building trust and development of personal traits. HR
team spend a lot of money on developing a personality which suits with Hotel standard as to
build a brand in the eye of customers.
P5 Performance management plan & techniques to resolve negative behaviour of staff retention
Hospitality industry focus on maintaining a standard and Hotel like Marriott which aim to
perform an appropriate role on its employee, spend more money in developing personality to
expect retention of people. Establishing standard for continuous improvement in an employee is
necessary which analysed by various data collected from its performance. (Gursoy, 2018.)
Finding an appropriate success, which give strength and weakness to decide will power of an
individual in an organization is much more productive. There are many different technique
which a Hospitality industry can adopt to performance management:-
 Common Evaluation Method:- Giving feedback after completion of a work plays a vital
role in improving towards the next level. Finding issues and problem related to employee
retention may vanish by coaching and other training session. It helps in boosting
communication skill and maintain a standard. Feedback showcase all issues on a paper
which give a chance to work on it and focus on improving towards the next level of a job.
 Management by objective Method:- This method is very useful while calculating
performance of an individual as it clarifies the objective in a transparent manner.
Managers appointed different work with an objective to fulfil it on a given period of time.
After the completion of a given task, employees put in a performance management
chamber to allot rewards according to the work done. It clarifies all weakness and issues
which an employee faces while achieving objective.
 Critical Incident Method:- This method divides a situation in two different parts of an
organization positive and negative. Mangers evaluate behaviour of an employee into two
different aspects and write about positive and negative trait while completing a giving
task. It helps in focusing on a particular behaviour of a person to improve its quality of

work. The critical Incident Method, which maintains a systematic record of every
individual and help in improving working conditions for future growth.
 Behaviourally Anchored Rating Scales Method:- It focuses on maintaining a scale of
an individual to calculate performance management of an individual. Describing rating
scale after completing a task by an individual is much more beneficial as it regulates all
performances to judge an individual. Measuring performance and collecting data by
rating is proof to find portions of improvement in an individual or a group as to work
efficiently and effectively in future. This method is treated as a combination of critical
incident technique and rating scale which get data on every single aspect.
 Behavioural observation scales method:- It is treated as a frequency rating of an
incident which a manager delegate to its employee over a fixed period of time in a
financial year. This method is totally depends upon manager as they are providing
frequency rating by judging an employee is in hand of a Manger. Issues and weakness are
to be noted and remould by mangers to improve in working condition as top achieve an
objective on time.
 360 Degree Performance Appraisal Method: - This is the most crucial method in
today's generation as it clarifies all aspects of a performance. It has framed in a way
where employees receive a feedback performance form in which managers and
supervisors go through the work of an individual. (Nieves and Quintana, 2018) It
provides a 360 degree feedback of an employee performance and write every aspect of an
employee which need to improve for future growth. It focuses on some unique traits such
as listening, planning of an objective, goal-setting to work accordingly, teamwork which
tech to build trust, character and leadership effectiveness on an employee performs.
 Checklist and weighted checklist method:- It is a list of an objective which comprises
all different tasks of an individual or set of goals to an employee for completing the
given task at an appropriate time. It includes skills, delivery of work on time, innovation
in updating technology, new ideas etc. Every different question carries its own
importance with unique value into it. Issues and weakness are to be figure out which
solved on a perfect given period of time for future smooth sailing.

P6 Identify specific legislation that a hospitality organisation must comply and adhere to
Hospitality operations deals with the service providing to the customers. Herein, it is
important for all the hospitality organisations to follow the pre-set legislation which are decided
by the government. (Boella, M., 2017). These rules and regulations protects against the injustice
and ensure that the enterprise is operating with fulfilling all the required legal obligations against
same.. Hotel Marriott also follow some legislation which are following:
Licensing act 2003- This act is the act of parliament of United Kingdom. It is related to
the getting licensing before selling and buying of alcohol. The basic purpose of this act is to
prevent easy providing of alcohol as well as protecting the youth from hard drinks. Due to this
act hospitality organisations can't sell alcohol without license and if they do that then they can
face the trouble from government. Hotel Marriott sells the all kind of alcohol with a legal
procedure because they have the license of selling which is beneficial both to the hotel and
customers.
Trade description act 1968- It is a kind of act which prevents the traders from false
description of their services and products. This protects the right of customers in the condition of
any fraud. Trade description act is very important in the context of hospitality operations because
due to this act they can't misguide their customers about their services and products. (Brewster,
Mayrhofer, and Farndale. 2018). Like if a hotel offers the air-conditioner service in the rooms
then they have to provide that service otherwise it can create trouble for them. Hotel Marriott use
this act and provides the actual image of their services.
Food safety act 1990- This is a kind of act which is related to setting the quality of food
according to the standards which customers expect from service provider. It offers safety to the
consumer’s relation to quality of food. According to this there are certain standard of food
quality which are set by the government that are necessary to be followed by hospitality
industries. Hotel Marriott prepares the food according to the food quality standards which helps
the customer in getting safe and pure food.
Smoking act- Smoking act prevents the smoking at the hospitality working place. It was
enacted in 2007 by UK government to stop the smoking in the hotels and other places. Main
purpose of this act is to prevent the teenagers from smoke. Hotel Marriott use this act in their
books of rule. It facilitates a smoking zone in their hotel.

Environment Protection Laws- This law talks about environment which help in
fulfilling government rules and regulation, as controlling atmosphere and given quality to
improve nearby atmosphere is the most crucial part of an organization. Hospitality industry like
Marriott which examine many different unique work to maintain atmosphere in an appropriate
manner.(Payne-Palacio, 2016). It helps in control or reduce pollution from all aspect which
clarifies the role of law to maintain a friendly green atmosphere.
Building codes and zoning laws- Zoning and building codes are linked and related,
which combine and function to serve different scenario according to law. Building codes specify
the set of rules which explains constructed objects standards like structures of buildings and non
buildings. Zoning laws is that one which regulate usages of framework as well as land built on it.
In a nutshell, zoning codes-regulate how an allotted section of land and society can be designed
as to maintain laws. Hospitality organization like Marriott which can utilize the land and its
structures in a way which can not kills the rules and regulation. On the other hand, it formulates
building codes and examine the details of structures themselves to maintain a land in an
appropriate manner.
Worker safety law- Workers safety and health is vital for a company as it functioned
with in favour of employees in a company (Presbitero 2017). It establish in 1970 to improve the
working condition of an organization. Marriott which regulates a perfect stability to its employee
and focus on its every need related to health and safety. Occupational safety and health act
comprises every situation to improve working culture of an organization.
P7 Using specific examples illustrate how company, employment and contract law has a
potential impact upon business decision-making in the hospitality industry
Business decision making is the most crucial part of an organization as its process assists
both manager as well as another business professionals in order to achieve a great success in
taking business ahead. Every individual in company fixed a safe bet to get objective fulfilled in
an efficient and effective manner by taking decision in company. Competition in market build an
experience to take exact decision and stand one's ground. It focuses on stability in decision-
making and help to think outside the box to kill uphill battle of market competition. Hospitality
Industry works on building a managerial team who stick towards its decision making power and
maintain a goodwill by best services (Manoharan and Singal, 2017).. Marriott HR work
efficiently and hire the most effective skills to join managerial post and take every decision with

an appropriate plan. It has potential impact related to the field of decision-making in company,
employment and contract law. To understand it more appropriately, specific examples are as
follows:-
Company Law impact on decision-making- Companies are bound to a descriptive law
form by government to run in an appropriate manner. HR of a company take decision under the
descriptive boundaries which impact directly on its decision-making power. Minimum wages,
perfect age, appropriate skill, contract base, law and orders, financial decision, etc. Decisions are
many to work on, but an appropriate skill with descriptive boundaries of law need to be focused.
For Example- Hotel Marriott which follows company law in an appropriate manner. HR working
in Marriott in a specific given laws and hire every individual by keeping an eye of company's
law in mind.
Employment law impact decision-making- Employment law frames within the favour
of employer's growth as it gives right to employee. Putting more effort on wages, health-care,
insurance, overtime pay, additional protection etc. These are some important factors which
recognise every laws in the mind of HR in hospitality industry. For example- HR in Marriott
who put forward in taking decision, but bound in a frame of laws related to employment.
Contract law impact on decision-making- The word contract describe two parties in an
agreement offer and acceptance. Offer to give a presentation about our plan and acceptance are
in hand of person working with it. HR are more conscious in taking decision related to
agreement as it put in trouble, if breaking any law from it. (Ariza-Montes, Arjona-Fuentes, J.M.,
Han, 2017). For example- Hotel Marriott who focuses on business to business relation need to
enter in an agreement which is bound with many different rules. Rules such as valid contract,
agreement should be void, agreement should complete on a fixed period of time, etc.
CONCLUSION
From the above report it has been concluded that, HR is the most crucial part of an
organization as it handle all other department to get down to business with perfect skills. It puts
effort in search for the exact employee with an appropriate skill related to the job in company. In
a nutshell, HR plays a crucial role as it finds the exact talent from market and be a part in the
driver's seat. Hospitality industry which focus on every standard to make its brand a star in

market. Marriott is one of them, which maintain all aspect of standard to create perceived value
in the eye of customers.
In a nutshell, decision-making is impacted by different other laws, but HR focus on skills
and take-decision under boundaries. It maintain a growth rate and help in sustainability of a
company for future.

REFERENCES
Books and Journal
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Applications (pp. 1980-1999). IGI Global.
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Ariza-Montes, A., Arjona-Fuentes, J.M., Han, H. and Law, R., 2017. Employee responsibility
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