Human Resource Management for Service Industries

This project analyzes Human Resource Management practices in the hospitality industry, focusing on Marriott Hotels and Resorts. It examines key HR functions like recruitment, selection, training, and development, and compares Marriott's approach to other organizations. The project also explores the impact of HR practices on employee satisfaction and organizational success.

Human Resource Management for Marriot Hotels and Resorts
Human Resource Management for Marriot Hotels (Task 2 and 3)
Student Name
Institute Name
Date

Human Resource Management for Marriot Hotels and Resorts
Table of Contents
Task 2..........................................................................................................................................................2
Introduction.............................................................................................................................................2
Person Specification and Description of Job...........................................................................................3
Essential Duties:..................................................................................................................................3
Marginal Duties:..................................................................................................................................4
Knowledge, Skills & Ability Requirements:........................................................................................5
Selection Process and Comparison with Other Organization...................................................................5
Conclusion and Recommendation...........................................................................................................7
References...............................................................................................................................................7
Task 3..........................................................................................................................................................7
Introduction.............................................................................................................................................7
The HR Practices in Marriott...................................................................................................................8
Manpower Planning, Recruitment and Selection in Marriott...................................................................8
Training and Development......................................................................................................................8
Conclusion and Recommendation...........................................................................................................9
References...............................................................................................................................................9
Task 2
Introduction
The term job description means a well drafted statement with regard to a specific job vacancy
within Marriott Hotels and Resorts. It is majorly based on the outcomes of the analysis of the job
which includes scope, duties, responsibilities, purpose, requirements etc. The job description is
beneficial for both the interviewer and applicant as it gives them an idea regarding the details of
the job vacancy available.
The job specification on the other hand provides the details of information relating to educational
qualification, level of experience, responsibilities of the job, qualities required for the job etc. It

Human Resource Management for Marriot Hotels and Resorts
is considered as a written statement. It is useful for both the applicant and interviewer for the
defining the aspects and requirement that the applicant must possess to fit into the available
vacant position.
Person Specification and Description of Job
Job Description and Person Specification
FOR THE POSITION OF GENERAL MANAGER IN HILTON HOTEL
Position: General Manager
Reporting to: Director of Marriott Hotels and Resorts
Department: Management of Overall Hotel
Supervision: Entire Hotel Premises
Liaison: Director of Marriott Hotels and Resorts
Scope and Purpose of Job: General Manager is responsible for overseeing various facets of a the
hotel premises which includes checking of arrangements of room, maintaining the guest records,
security arrangements for the guests, cleaning requirements of the premises, supervision of the
lower level of management, evaluation of performance of the employees.
Essential Duties:
Friendly and professional attitude while approaching the guest and co-workers
Maintain a professional relationship with vendors, co-workers and guests
Pay attention to the customer complaints and negative feedbacks
Respond to the customer complaints and feedbacks timely and ensure the gratification of the
same
Maintaining Coordination with the team members and employees of the organization

Human Resource Management for Marriot Hotels and Resorts
Supervision of work of team members to ensure that all the arrangements have been made
according to the expectation of the guests
Coordination with the staff members for timely delivery of services
Ensuring all the security and safety measures of the hotel premises
To Ensure all the activities of the staff members are according to the standard norms
Ensuring that all the staff members are well prepared for the services
Inspection of seating arrangements
Ensuring the good ambience of the hotel premises
Review the work of the subordinates
Organizing training and development session for employee performance improvement
Checking the daily schedule of the team members
Ensure that are the works have been completed according to the work schedule
Conducting meetings with the Director of the organization
Marginal Duties:
The following are some of the marginal duties of the general manager;
Ensuring the preparation of summary of events daily
Ensuring to attend the meetings and training session required for specific job as and when
required
Knowledge, Skills & Ability Requirements:
The following are some of the other requirements of the job vacancy:
A masters or bachelors degree in hotel management
Knowledge of different types of food and accommodation

Human Resource Management for Marriot Hotels and Resorts
Great written and spoken communication
Fluency in English (Knowledge of additional language an advantage)
Can perform and work in a team
Should possess leadership quality
Must have the capacity to work in Pressure
Able to work in flexible hours
An empathetic listener
Selection Process and Comparison with Other Organization
Recruitment process of Marriott has its own rules and policies. The organization recruits
candidates in the business that can fit into the specific job application as well as other purpose of
the business so that in case of need the employee can be utilized in other department of the
organization as well. In simple words, the organization simply looks for multi talented
employees who can work in different departments and towards the accomplishment of the
organizational goals and objectives.
Marriott Hotels and Resorts follows various human resources plans and strategies for the smooth
running. The recruitment process of Marriott Hotels and Resorts is a complex one as compared
to any other organization. The following are the various stages of recruitment process in Marriott
Hotels and Resorts;
Identification of vacancy
Writing the job description
Writing person specification
Advertising the job
Sending out application forms

Human Resource Management for Marriot Hotels and Resorts
Receiving of applications
Short listing the candidates
Organizing Interview
Selection of best candidate
Making job offer for the identified vacancy
However, in other organization, the following are the stages of recruitment of process;
Screening of candidates:
Written Test:
Initial Interview:
On-Job evaluation:
Reference Checks:
Then for the verification of the information and check the authencity of the information provided
by the candidates in the job application reference checks are conducted.
Final Interview:
After the completion of all the aforesaid tests, the selected applicants are invited for final round
of interview which is taken by the Human Resource Manager, Floor manager and team leader.
Conclusion and Recommendation
With the above explanation and discussion, it can be concluded that Human Resource
Management is an important elements for the future growth and success of a hospitality business.
The growth and success of an organization relies on the level of performance of the employees

Human Resource Management for Marriot Hotels and Resorts
which is directly linked with the overall growth of the organization as well as achievement of the
organizational objectives and goals.
The Marriott hotel is also ensuring that all the employee related training and development
session are being conducted effectively for the ultimate growth of the organization. The main
focus is given to employee empowerment which includes succession planning, recruitment and
selection, training and development etc.
References
Limited, E. G. (2008). Marriott Hotels stresses the Spirit to Serve: Firm among best big
companies to work for in UK , 16 (5), 26-28.
Ltd, M. U. (2002). Marriott Hotels attempts to banish the long
‐hours culture , 10 (4), 13-15.
Research, I. C. (2004). Human Resource Management - Best Practices at Marriott
International .
Vivek Gupta; Konakanchi Prashanth. (2004). Human Resource Management - Best Practices at
Marriott International. IBS Center for Management Research.
Zolkifi, S. (2013, July 16). Case study: Singapore Marriott Hotel .
Task 3
Introduction
On analysis of the history of Marriott's back at the times of its foundation, it will show that the
founder of the organization JW Marriott used to counsel each and every employees of the
organization for their personal problem they have been facing in the hotel. He always valued his
employees and their presence and accordingly provided them the necessary training to meet the
expectation of the customers with each passing day. He ensured that any person who joins the
organization will be treated as a part of Marriott family. In this process, for the satisfaction of the
subordinates he made the manager responsible for the same. The hotel Marriott has always been

Human Resource Management for Marriot Hotels and Resorts
a great influence in hospitality industry in terms for providing best services in the history. The
motto of the organization was customer satisfaction is paramount.
The HR Practices in Marriott
The HR practices of the Marriott hotel has been competitive package. The organization focuses
on all the means to so that it can provide a better and effective work life to its employees. Apart
from monetary factors, the organization also focuses on the non-monetary factors for the
improvement of the employees such as leadership, friendly work environment, growth
opportunities etc. The culture and principles of Marriott hotel also has an influence on the
Human Resources Practices of the organization which includes the recruitment selection,
planning of manpower, retention of employees, training and development, grievances redressal
and welfare initiative.
Manpower Planning, Recruitment and Selection in Marriott
Marriott provides a lot of importance on planning of manpower. This planning starts from entry
level to higher level positions of the organization. Each and every department of the organization
works towards the expansion and growth for the upcoming years and during this process
decides the appointment of the managerial positions of the organization in such expansion
process.
The time frame for such expansion and growth process is planned in the organization. A time
frame is given which may be between two to five years. This gives a clear picture of
organizational structure. This analysis helps to develop the employees of the organization of who
can take the positions of manager according to the current availability of the organization.
Training and Development
After a candidate is recruited in the organization, the next process is to make the candidate
familiar with the working conditions and requirements of the organization which make them
understand the working culture of the organization. In this process Training and Development
plays a key role.

Human Resource Management for Marriot Hotels and Resorts
For this various programs are organized for employees who are working in frontline as well as
managerial personnel. With the passage of time, the programs of training are started in the
classroom which was purely based on interaction with the interactive multimedia training. In
Marriott new employees always go through 8 hour training session in the beginning of their work
life during this training session they are provided an overview of their roles and responsibilities
in Marriott.
One of the essential features of organization is that all the senor employees of the hotel are
served lunch on the first session of training provided to them. The training continues for more
than three months which allows a employee to recruitment more candidates for a vacant position.
This recruiter is called as mentor who works as a guide for the trainees. All the new employees
attend the training session after three months of joining and on the final day of training they
enjoy a party arranged by Marriott.
Conclusion and Recommendation
With the above explanation and discussion, it can be concluded that Human Resource
Management is an important elements for the future growth and success of a hospitality business.
The growth and success of an organization relies on the level of performance of the employees
which is directly linked with the overall growth of the organization as well as achievement of the
organizational objectives and goals.
The Marriott hotel is also ensuring that all the employee related training and development
session are being conducted effectively for the ultimate growth of the organization. The main
focus is given to employee empowerment which includes succession planning, recruitment and
selection, training and development etc.
References
Admin, B. (2018). Corporate Training and Development 101 from Marriott International’s
Senior Director of Global Leadership Development .
Staff, H. M. (2012, June 8). HR: Marriott employee training and development program .
Thottam, I. (2018). 10 companies with awesome training and development programs .

Human Resource Management for Marriot Hotels and Resorts
University, M. (2017). Voyage Global Leadership Development Program .
University, M. (2017). To New Beginnings .