Issues and Challenges in Human Resource Management: A Case Study of Marriott Hotel International Limited

This report delves into the multifaceted aspects of Human Resource Management (HRM) within the context of Marriott Hotel International Limited. It examines the challenges and issues faced by the company in various HRM functions, including labor markets and people resourcing, recruitment and selection, equal opportunity and diversity management, training and development, and organizational culture. The report also explores the role of a Hotel Assistant Manager, outlining their job description, specification, and performance appraisal methods. By analyzing these key areas, the report provides insights into the complexities of HRM within the hospitality industry and highlights the importance of effective strategies for managing human capital.

Issues in Human Resource Management
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Table of Contents
Introduction........................................................................................................................3
Task A................................................................................................................................4
Issues and challenges associated with labour markets and people resourcing............4
Issues and challenges associated with Recruitment and Selection..............................6
Issues and challenges associated Equal opportunity and managing diversity.............7
Issues and challenges associated with Training and Development..............................8
Issues and challenges faced in Organizational culture...............................................10
Task B..............................................................................................................................12
Job Description............................................................................................................12
Job specification...........................................................................................................14
Performance appraisal methods..................................................................................15
Criteria for the performance of hotel assistant manager.............................................17
Conclusion.......................................................................................................................19
References.......................................................................................................................20
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Introduction
This report discusses the different aspects of Human resources management. HRM is
the management of human resources. It is designed to maximise the performance of
employees in service of employer’s objectives. This report evaluates the issues and
challenges that are faced by the Marriott hotel international limited. HRM can be
discussed in two parts. The part deals with the different concepts and applications that
include the labour market and people resourcing, recruitment and training and how they
face challenges. Part 2 deals with the role of manager that includes the job description,
specification of job and it can be analysing through a different method of performance
appraisal.
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Task A
Issues and challenges associated with labour markets and people resourcing
Labour market refers to the readiness of labour and employment in terms of demand
and supply. Labour market is a habitation where employees and workers cooperate with
each other. In labour markets the owners contend to employ best, and employees for
best sustaining job. The UK hospitality sector is based on the EU nationals Labour flow
in Marriott international maintain the stock of workers in the industry and recruit more
number of people and replace the employees who leave the sector to increase the
growth rate in employment.
Figure: Labour flows in the hospitality sector
Source: KPMG analysis, 2016
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The sector has different sources of employment from which they can recruit such as UK
unwaged labour, UK economically inactive, EU nationals, workers of UK and other
residents. The Marriott international faces certain challenges in recruiting the workers.
Hospitality sector is affected by restrictions on the availability of EU migrant workers. UK
faces a shortage of staff after Brexit as the Marriott international relied upon the workers
from other countries such as EU but after the Brexit the labor market forces declines.
They are facing the encouragement to offer more dishes and dinners that can be
described as the Marriott international hotel does not provide the vegetarian menus to
customers. In order to keep with competition the dishes must be provided to the
customer (Politico, 2017).
People resourcing: People resourcing is the deliberate human resources practice that
focuses on recognising the best people for occupation within an industry. This technique
can be used within and outside through a staffing company. People resourcing include
the selection, recruitment and deployment of employees within the Marriott hotels
international limited. These groups inform the different activities such as forecasting the
supply of employees and demand of employees, selecting new employees and
recruiting employees. By performing these activities the Marriott international helps to
improve the performance of employees and reduce the work load of employees that
lead to the effective working in organisation. Resourcing not only includes the process
of staffing but also includes the various policies that help in the effective management of
people at work. Policies include the work force planning, different strategies of reward,
performance management. There are various challenges that are faced by the HR such
as turnover, it is big problem in Marriott hotel international which elaborates that the
industry has high rates of turnover but depending on certain factors the turnover leads
to the low productivity. They face the challenge of shrinkage in industry which states
that the loss of goods in restaurants and their misuse creates the loss for industry
(Chron, 2018).
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Issues and challenges associated with Recruitment and Selection
The attraction of the talent is considered to be one of the huge investments in the
working of the organisations. Recruitment and selection process involved in the
company should be such which helps in enhancing the growth of the company in the
economy of the United Kingdom. The effective management of the workers employed in
the workplace is also considered to be one of the major issues which are faced in by the
management of the hospitality industry.
Hence the investment made by the company is at risk due to the reason that the new
employees employed in the Marriot International will fit to the job position assigned to
them. The cost includes in relation to the hiring and replacing of the hourly workers and
the costs related to the advertising, etc. can prove to be time-consuming and costly for
the company. In the process of recruitment the interview skills possessed by the
workers should be effective and efficient otherwise it leads to developing the problem
for the company. The person appointed for the purpose of interview if not knowledge
regarding the working of the hotel then it may develop the issue among the employees
regarding the compatibility of the organisation (Mayhew, 2018).
The other problems faced in by the Marriot International are in terms of the satisfaction
provided to the employees in terms of the interview. When the employees who came for
the interview are not satisfied with the persons who are responsible for taking the
interview then in such case it can affect the image of the company. The time involved in
the process of recruitment and selection is also considered to be one which leads to
developing the number of problems in the working of the company (Miller and
Gordon, ,2014). The main issue in the recruitment and training is in relation to the costs
which prove that the employees selected should be fitted properly as per the
designation selected for them. If in any case such thing is not involved then the time and
the cost of the company is hampered. Further the retention is also considered to be one
of the challenges which are faced in by the Marriot International. Retention of the
effective employees helps in serving the business in right form and the manner. Hence
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the company should follow the effective procedures to retain the skilled and competent
employees in their working which proves to be effective for the working of the company.
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Issues and challenges associated Equal opportunity and managing diversity
The Equal opportunity and managing diversity are two different terms. Equal opportunity
is related with different rights that must conform to legal rules that geared towards the
goal in organization. Diversity management creates a diverse and inclusive workplace.
Their behavior and beliefs affects the process of decision making. Effective diversity
management requires a culture that nurtures participation, teamwork and cohesiveness.
Performance appraisal is conducted to enhance the organizational and managerial
performance. Equal opportunity describes as the right that should be treated without
discrimination on the basis of race caste, sex etc. As in the hotels and restaurants, the
women’s are not providing the job according to their age, there is discrimination. So
there should be elimination of discrimination and opportunities must be provided to all
employees of hospitality industry. Diversity can be maintained in industry, if Marriott
hotel international manage the diverse business they have following advantages such
as they can employ matured employee so that he can work in a better manner. They
can employ the women, so that women can understand each and every issue in
industry. They can provide better training to their employees so that work can be done
in effective and efficient manner.
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Issues and challenges associated with Training and Development
The training is considered to be one of the important processes used in by the
companies to gain the benefit of the competitive advantages. Training practices if
organised and run regularly in the Marriot international then it helps in the industry to
enhance its growth and the profitability. But involvement of the issues in such field
affects the working of the company and hampers its growth.
The first and the foremost issue faced in the HRM are related to training and
development. The investment related to the training is considered to be one of the major
issues which are faced in by the Marriot. The costs related to the training are
considered to be very high which sometimes develops the problem among the
company. The other issue is related to the hard-working employees who think that the
training is considered as wastage of time. The effective identification and the
assessment of the effective needs of the employees in the Marriot are also considered
as one of the issues which is faced in by the company. The training managers
appointed in the company just started the programs and asks the employees to join it
but they do not cater to the needs and the wants of the employees (Lionbridge
Marketing, 2014).
Effective management and the administration of the time may also develop the
problems among the working of the industry. If there are involved the constraints in the
time management then it may result in the failure of a training program which is
organised by the Marriott Hotels International Limited. The reasons behind such failure
are on account of the difficulty faced in by the employees to develop their schedules
accordingly (Miller and Gordon, 2014). The cultural barriers also affect the working of
the hotel in the United Kingdom. These issues affect the workplace and the organisation
interest both. The involvement of the cultural issues results in the failure of the training
programs organised by the company for the growth of the employees. The fees take by
the experts or the good professional to train the staff is also very high which affects the
working of the company in a negative manner. If the cost is controlled then this helps in
solving the issue which is faced in by the management.
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The working of the company is scheduled in the UK which leads to develop several
changes in the form of technological implementation, programs, initiatives, etc. Hence
such changes affect the needs of the training manager in some aspect or the other.
These affect the organisation in the form of formation of the new plans and the policies
for the employees which help in smoothing of the procedures (Xu, et. al., 2018).
Hence such issues need to be solved in by the industry with the help of appointment of
such leaders and the managers which helps in guiding the subordinate employees
effectively. Further practices related to online training can also be considered to be
helpful for the organisation and the employees. For example if there are involved the
issues related to the coordination with the training staff then it needs to be solved with
the help of the involvement of the appraisal methods and to guide them regarding the
benefits of the training. There should be developed the awareness among the
employees regarding the organisation of training programs.
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Issues and challenges faced by Organizational culture
Organisational culture plays a key role in the success of the Marriot International.
Organisational culture includes the values, beliefs, attitudes that define the Marriott
hotel international limited. Managing the organisational culture is a crucial part of the
organisation. It helps in maintaining the diversity and the peace in the company. The
effective maintenance of the healthy organisational culture is considered to be one of
the foremost challenges which are faced in by the Marriot International. The
effectiveness of the culture of the organisation helps in enhancing the level of the
employee engagement in the organisational practices.
The team involvement and the coordination are also considered to be one of the issues
which are faced in by the Marriot International in its working. The individuals with the
different and varied culture may face the problem related to the working of the company
which affects its growth and compatibility. The effectiveness in terms of the
organisational cultural differences also helps in the business undertaking.
The coordination is considered as a one of the major issues which is face in by the
organisations among the employees involved in the varied culture. The understanding
issues are involved in the working of the organisation which affects it working practices.
The employees develop the gap between themselves and the other while implementing
the plans and the policies (Atlas Staffing, 2018).
The cultural gap leads to develop the various issues related to the trust among the
working of the employees. The employees with the different cultures develop some form
of the confusion and the beliefs in the mind regarding the compatibility of the working
environment practices. There are also involved the ethical issues in the business
working which affects its growth and the compatibility to work in the economic
conditions.
Hence effective steps should be taken by the management involved in the Marriot
International to address all the organisational cultural issue to smoothen the working
practices and the procedures. This also helps in the company to work with the flexibility.
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The team meeting should be involved and the employees should be encouraged to
participate in it which helps in the eradication of the issues related to the culture. This
also helps in the development of cooperation and the communication among the
workplace which proves to be effective in the working of the Marriot International in UK
(SHRM, 2018).
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Task B
Job Description
JOB DESCRIPTION
Job title: Hotel Assistant manager
Reporting to: Manager of Hotel
Responsibility for others:
 Administration of all food and drinks staff throughout in Marriott hotel international
limited.
 Maintain and monitor store inventory.
 Motivate and supervise the staff to perform in effective and efficient manner.
 Conduct audits and ensures the functions of staff in the industry.
 Complies with the plans and policies of industry.
Purpose of job:
Support the existing team management in delivering the successful operations and
achieving the goals and targets for improving the profitability in industry.
Duties:
 Manager is in charge to oversee the activities, events in hotel.
 Monitor the task of employees and set the targets and goals for them.
 Promote the services of a different department in Marriott hotel and make sure
that they are well organised.
Key activities:
 It helps to control the stock to ensure the hotel profitability.
 Maintain the different standards, health and safety, hygiene facilities.
 Provides the betters services to their customers.
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 It helps to contribute and develop the business activities that lead to
improvement in skills of staffs.
Special requirement:
There should be flexibility in hours of work in the operations of hotel.
Education and Skills Requirements:
To become the hotel assistant manager, one must have a degree in hospitality
management and have the training.
Salary: Hotel assistant manager has a salary of $45,000. It can be varied according
to the size and location of hotel.
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Job specification
Person specification
Job title: Hotel Assistant manager
Criteria Essential Desirable
Experiences Hospitality 3 rd. level
educations
Relevant Practice Minimum 2- 3 years in
administration of hospitality
industry.
1-year experience in
organisation position in a
hotel environment.
Abilities and aptitudes  Ability to perform
better in industry.
 Good communication
skills.
 Quality of leadership
 Training and
Recruiting
 Knowledge and skills
on the job trainer.
 Effective skills of
management to
improve the
productivity in an
organisation.
Circumstances This job role involves the
working of Marriott hotel
international limited with
different functions so that
working hours are dictated
by the business.
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Performance appraisal methods
Performance appraisal is the practice to evaluates the performance of employees in
respect of productivity and set the targets and objectives. Different methods are used to
analyse the performance of employees. Methods are divided into two categories these
are:
 Past-oriented methods
 Future-oriented methods
Past-oriented method includes the rating scales, checklist, field review method,
performance test and observations, confidential records.
Rating scales: Rating scales includes the different scales that represent the criteria for
performance such as attitude, initiative, output, dependability etc. These rating scales
help to evaluate the performance of manager in industry. By rating scale, every type of
job can be evaluated. This method takes less cost to implement.
Checklist: In this method, different questions are prepared based on Yes and no and
HR manager evaluates that. By this evaluation there will be an increase in economy and
there should be ease of administration. There is negative effect also there can be
biasness and it is improper weighs by HR. (Ivy, 2018).
Field review method: This method can be done by other outside workers from the
same division. This can be useful for the managerial positions and it provides the
information related to the industry.
Performance test and observations: This method is based on the skills and
knowledge of employees. It can be in written form or in presentation. This test helps to
measure the validity and reliability of employees (Rajput, 2015).
Confidential Records: This method is used by the departments of government. In this
method, the record is given in the system of ACR and then evaluations can be done on
that basis. These types of system are confidential and secretive in nature. Through
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these ratings different factors can be analysed such as initiative, leadership, reasoning
ability and resourcefulness etc.
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Future Oriented methods include the management by objectives, Assessment centers,
Feedback.
Management by objectives: Performance can be evaluated through the objectives. It
includes
 Establish the outcomes and goals for the subordinate.
 It sets the different performance standards.
 Establish the new strategies and goals.
By analysing the different objectives, the performance of employees can be
evaluated in Marriott hotel international.
Assessment centers: Assessment center is a technique that used to measure the
suitability for a job. It is the location where managers participate in the exercise of job
and evaluated by different trainers. Assesses are participate in different groups of work,
computer simulations and in other activities. The assessment center can be persuasive,
communicating which states that if there is better communication in industry then it will
lead to effectiveness in industry. Planning can be done regarding the activities so that
each and every employee can work in a better manner. If all employees of hotel
combine and discuss the activities of hotel then they can share their views and ideas
this leads to the process of decision making.
Feedback: This technique derived from the different stakeholders and provides the
collection of performance data on a group of individuals. This technique helps to
measure the interpersonal skills, satisfaction of customers and helps to build the team
(Truxillo, et. al., 2015).
By adopting these techniques, the performance of employees can be evaluated in
effective and efficient manner.
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Criteria for the performance of hotel assistant manager
Performance of Hotel assistant manager can be selected through different factors such
as:
Cooperation: The manager should be cooperative in nature which states that he can
cooperate with each and every member and help them in regulating their activities. On
this basis he can be recruited as manager (Bayt,2014).
Communication skills: Communication is the process of exchanging information
through a different medium. Communication skills are important criteria for the manager.
He must be able to communicate with each and every member of staff in industry. If
they can communicate properly then employees can work in effective and efficient
manner.
Company oriented: Manger should be company oriented which states that he must
have a duty towards the goal of company so that Marriott hotel international well set
their aims and targets.
Focus: Manger should be a focus on the activities of hotel and perform these activities
to conduct the functioning of the hotel.
Integrity: Manager should be honest and have the knowledge of principles so that he
can handle each and every matter. Manager has faced the temptation that was at
Marriott hotel that was improper(Hendry, 2012).
Knowledge of work: Manger should have the knowledge of work which he is going to
perform in hotel and he must experience of that work so that they can work easily.
Manager has ability to provide the training to their subordinates in hotel so that they can
learn easily. This training helps to increase the level of production in a hotel that leads
to growth also.
Decision making: It is the reasoning procedure that fallouts in the choice or course of
act among different possibilities. It is the process of classifying and choosing
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substitutes that was based on the preferences, values etc. Manger should understand
the problems easily and handle them in a better way. This leads into effective decision-
making process.
Team work: Team work is the co-operative effort to achieve the goal in efficient and
effective manner. Manger has ability to work in a team so that they can share their
views and ideas with each other this leads to better performance in work.
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Conclusion
It is concluded from the above report that the issue faced in the working of the human
resource management affects the organisational working practices. This also affects the
working practices and the organisational climate of the company. The effective issues
related to the recruitment and selection, training and development are effectively
understood in this report with the help of specific examples. Further the performance
appraisal methods used in the report also helps in the business to raise its standards in
the market. The effective solution of the issues and the plans prepared helps in the
company regarding the effective management and the appraisal.
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