Importance of Recruiting, Training, and Developing Skilled Employees for Marriott Renaissance Hotel in Bangladesh

This report assesses the importance and significance of recruiting, training and developing skilled, talented employees for Marriott’s newer establishments operating in the country of Bangladesh, in order to maintain high operational productivity, performance and efficiency by Marriott Renaissance Hotel and to also provide the level of customer service Marriott brand’s establishments have been associated with around the globe.

Personnel Resourcing and
Development

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
TASK 2............................................................................................................................................5
TASK 3............................................................................................................................................7
Job Description of Restaurant Manager......................................................................................7
Breakfast Shift Checklist of Duties.............................................................................................8
Dinner Shift Checklist of duties..................................................................................................8
TASK 4 – CONCLUSION..............................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
To perform its day to day operations all establishments within the hospitality industries
need skilled and talented workforce in order to conduct their operations effectively and
efficiently and provide customers with optimum satisfaction during their association with the
hospitality business. Skilled and talented workforce is essential for increased performance,
efficiency, productivity and profitability in the hospitality markets for business organisations
(Noe and Kodwani, 2018). The same can be said for Marriott group of hotels operating within
the hospitality industries. This report assesses the importance and significance of recruiting,
training and developing skilled, talented employees for Marriott’s newer establishments
operating in the country of Bangladesh, in order to maintain high operational productivity,
performance and efficiency by Marriott Renaissance Hotel and to also provide the level of
customer service Marriott brand’s establishments have been associated with around the globe.
TASK 1
Marriott International is an American multinational hospitality business organisation that
operates chain of hotels in 131 different countries. Under its operations, Marriot controls 30
distinct brands one of which is the Renaissance Hotel brand, which are luxury hotels that cater to
the upper-class members of society. Marriott Renaissance Hotels are also spread around the
globe with there currently being 175 distinct establishments. This report focuses on the newly
build Marriott Renaissance Hotel establishment in Dhaka, Bangladesh and its efforts at employee
engagement, recruiting, training and developing employees that are able to offer the same
standards of operational service to Marriot guests as their other luxurious establishments offer.
The Marriott brand has always felt pride in its ability to provide employees with a safe,
professional working environment where they can grow and develop their professional career.
Marriot has always believed in the training and development of its employees in order for them
to climb up the hierarchical structure of the organisation and become increasing productive
member of the organisation (Dipboye and Dipboye, 2018). Marriot also offers many benefits
such as free hotel rooms to employees who perform their jobs with the organisation for a
prolonged period of time, making them feel valued and showing them that Marriot cares of the

sacrifice they make everyday. This has an immense effect on Marriott employee’s motivation
and job satisfaction levels which is also a huge benefit for both the company and its employees.
Given the expansion of Marriott into Bangladesh, it is essential to understand the
recruitment, training and development of its employees and for this report, the food and beverage
department will be used to showcase this (Armstrong and Landers, 2018). The food and beverage
manager of newly built Marriott Renaissance Hotel will need to recruit, train and develop skilled,
talented employees in order to provide customers the same standards of service they have come
to expect from other luxurious establishments of Marriott. The manager needs to make use of
detailed job descriptions that inform all the necessary skills and requirements employees need to
possess for their respective jobs. All employees need to be proficient in English and local
languages to service guests. Though this will be hard, Bangladesh has a high number of educated
citizens who will want to be associated with Marriot owing to their terrific employee benefit and
retainability efforts (Fletcher, Alfes and Robinson, 2018). With Bangladesh being a Muslim
country, the manager will have to discuss employment during Ramadan period, but it should not
be too problematic as many other hospitality businesses also operate in the area.
TASK 2
For their recruitment operations Marriott Renaissance Hotel needs to make use of
detailed job descriptions in order to attract relevant, skilled and talented employees to their
establishments. A job description is formal document that informs the population of job vacancy
that needs to be filled, job duties to be performed, skills, knowledge and experience required by
the candidate so that only relevant people from amongst the population apply (Davis and
Amirbekova, 2019). Marriott’s job description needs to take into account the ability of
candidates for their respective jobs, future opportunities available to the employee and how best
to motivate them to perform optimally should they get selected as per AMO theory.
Marriott managers can appraise the performance of their employees based on the job
description of respective job in order to assess if they are indeed performing up to the standards
demanded of them. If the employees are performing admirably, the manager can recognise their
hard work and provide rewards and incentive to motivate others to follow lead, while if the
performance is below expected standards, Marriott manager can guide and help the employees

sharing his experience with them in order to increase their operational performance and
efficiency (Cohen, 2017). This is an extremely important process for the employees which
motivates the entire workforce and creates a healthy professional working environment within
Marriot hotels for increased productivity and profitability.
In Marriott hotels, newly recruited employees are appraised after period of 30, 60 and 90
days of operations. Marriott manager sits with individual employees to assess the work that they
did, and find ways in which their operational performance and efficiency could be improved.
Conducting appraisals in 3 segments allows the manager to track the progress of their employees
training and development in order to evaluate if they have become productive members of the
organisation based on their job descriptions (Rodriguez and Walters, 2017). At 90-day review,
the manager finally assesses the results of employee training as their probationary period ends
and make decision whether permanently hiring the employee would benefit the Marriot business
perform with increased productivity and efficiency or not.

TASK 3
Job Description of Restaurant Manager
Job Title: Restaurant Manager
Business Organisation: Marriott Renaissance Hotel
Department: Management
Location: Dhaka, Bangladesh
Level/ Salary Range: Negotiable
Job Description: Marriott Renaissance Hotel located in Dhaka, Bangladesh requires a skilled,
experienced and talented restaurant manager who can oversee and manage all operations of
the luxury hotel’s food and beverage operations with increased performance and efficiency.
Manager is required to also have a positive amicable personality through which they can
effectively satisfy all of the customer’s demands and engage with guests in order for them to
have the quintessential positive experience during their stay that Marriot’s hotels are proudly
known and recognised for, all over the world (Al Karim, R., 2019).
Previous Experience: Potential applying candidates are required to have prior professional
experience of at least 5 years operating within hospitality industries as a restaurant manager
overseeing the food and beverage operations of a business organisation.
Academic Qualifications: Potential applying candidates are required to possess a graduate
qualification or above in any subject with a minimum result of CGPA 6. Preference shall be
given to candidates who have graduated from reputed universities or to candidates whose
chosen subject was hotel management or subjects related to the hospitality industries. Should
be proficient in English.
Roles and Responsibilities: The restaurant manager is required to perform the following roles
and responsibilities for the Marriott Renaissance Hotel’s food and beverage operations:
 Supervise and manage all food and beverage operations of the restaurant.
 Provide customers with excellent customer service.
 Enforce quality standards amongst the employees.
 Create and supervise individual shifts of employees for increased productivity.
 Appraise subordinate performance and guide them for increased performance.

Breakfast Shift Checklist of Duties
Duties Starting
Time
Completed By
Proper cleaning and sanitation of the dining area, buffet table
and individual tables.
5:00am Cleaners
Setting up the trays and bowls on buffet table through which
diners can choose the breakfast items they wish to partake.
6:00am Waiters
Setting all tables with proper clean clothing, tissues, eating mats,
plates, spoons, knives, forks etc.
6:15am Waiters
Place the chairs for tables in order, with their being 2,3,4 and
additional seater tables for guests (O'Neill, 2018).
6:30 Waiters
Placing the cleaned toasters, coffee machines, juice canisters at
the table along with plates and mugs besides the equipment
6:45am Waiters
Moving all the prepared breakfast from the kitchens to the buffet
table for guests to consume.
7:00am Waiters
Final check to make sure every operation has been properly
performed in order to effectively service the Marriott guests.
7:15 Restaurant
Manager
Begin Breakfast Service, greet guests as they come, answer any
queries or questions that they might have related to breakfast.
7:30 Restaurant
Manager, Waiters
Refill any items of the menu that begin to decrease in quantity
from the breakfast buffet in a fast and efficient manner
During
Service
Waiters
Dinner Shift Checklist of duties
Duties Starting Time Completed By
Cleaning and sanitation of the dining hall, its décor, dining tables,
removing old dining cloth and putting it aside for laundry.
5:00pm Cleaners
Setting up all individual tables with proper clean clothing, tissues,
eating mats, spoons, plates, knives etc.
6:00pm Waiters
Placing the chairs for tables in order, with their being 2,3,4 and
additional seater tables for guests as per their requirements.
6:15pm Waiters
Overseeing the quality of food being prepared in the kitchens, the 6:15pm Restaurant
 Enforce sanitation and safety guidelines amongst employees.
 Control food and beverage operational costs in order to achieve optimum profitability.
 Train and develop newly recruited employees.
Maintain the high Marriott brand in all operations.

specials prepared by the chefs. Manager
Placing restaurant menus, today’s specials etc. on all tables so
that guests can order whatever fancies them.
6:30pm Waiters
Placing water jugs and appropriate numbers of glasses as per the
number of chairs on tables (Sung and Choi, 2018).
6:40pm Waiters
Supervising if everything has been accomplished by the
employees in order to effectively provide dining service to the
Marriott guests.
7:00pm Restaurant
Manager
Open dining service for the Marriot guests, greet and answer any
queries that they might have in relation to the dining service.
7:00pm Restaurant
Manager, Waiters
Make sure guests have a pleasant experience and provide service
in a fast and efficient manner.
During
Service
Restaurant
Manager, Waiters
TASK 4 – CONCLUSION
From this report it can be concluded that it is immensely essential for Marriott’s new
Renaissance Hotel operating in Bangladesh to recruit, train and develop skilled, talented
employees in order achieve high operational performance, efficiency, productivity and
profitability in the hospitality markets and to also provide the level of customer service to guests
that Marriott brand is known and recognised for all around the globe. The training and
development of recruited and selected employees from their first day of working is highly
essential in order to provide high level of customer service to guests and to not let even one guest
associated with the Marriott Renaissance Hotel face any kind of inconvenience or issues during
their stay which might have a negative impact on their overall experience with the Marriott
Renaissance Hotel. It is also highly important for Marriott Renaissance Hotel to train and
develop their employees in order to have a good chance of retaining the employees for a long
period of time as effective training and development of employees is a time consuming and
lengthy process and consistent training and development assures the employees that he is valued
within the organisation which increases the employee’s motivation and job satisfaction levels
which encourage the employee to stay with the Marriott Renaissance Hotel rather than leave for
alternative opportunities with their competitors. Training and development of employees
increases the engagement and interaction of employees and also lets them know the operational

standards in relation to customer service, performance and efficiency which is expect of them by
Marriott Renaissance Hotel.
Marriott chain of hotels have been quite successful in their attempts to train, develop and
retain their workforce. This is a direct result of secure, healthy and professional working culture
that Marriott’s establishments around the globe are able to provide to their employees in addition
to the various valuable rewards and incentives provided to the employees who perform at
optimum levels in relation to their roles and responsibilities within the hotel’s operations with
increased efficiency. Employees are also recognised for the high level of service that they
provide to Marriott hotels and its guests in addition to incentives and rewards. Employees
performing at optimum levels are consistently recognised by the Marriott hotel’s administration
and management through awards such as Employee of the Month, Most Customer Friendly
Employee etc. These non-monetary rewards to Marriott’s employees help immensely in
increasing their operational performance and efficiency, while increasing their job satisfaction
and motivational levels which are amongst the primary reasons, Marriott hotels enjoys such a
high employee retention rate as compared to other business organisations that operate within the
hospitality industries around the globe.

REFERENCES
Books and Journals
Al Karim, R., 2019. Impact of different training and development programs on employee
performance in Bangladesh perspective. International Journal of Entrepreneurial
Research. 2(1). pp.8-14.
Armstrong, M.B. and Landers, R.N., 2018. Gamification of employee training and
development. International Journal of Training and Development. 22(2). pp.162-169.
Cohen, E., 2017. Employee training and development. In CSR for HR (pp. 153-162). Routledge.
Davis, P. and Amirbekova, D., 2019. Assessing the challenges to employee training and
development in Sub-Saharan Africa: a qualitative exploration. International Journal of
Human Resources Development and Management. 19(3). pp.266-280.
Dipboye, R.L. and Dipboye, R.L., 2018. Employee Training and Development'.
Fletcher, L., Alfes, K. and Robinson, D., 2018. The relationship between perceived training and
development and employee retention: the mediating role of work attitudes. The
International Journal of Human Resource Management. 29(18). pp.2701-2728.
Noe, R.A. and Kodwani, A.D., 2018. Employee Training and Development, 7e. McGraw-Hill
Education.
O'Neill, S.T., 2018. An Examination on the Impact of Training and Development Practices on
Employees and Employee Turnover amongst the Millennial Generation Working in
Organisations in Ireland (Doctoral dissertation, Dublin, National College of Ireland).
Rodriguez, J. and Walters, K., 2017. The importance of training and development in employee
performance and evaluation. World Wide Journal of Multidisciplinary Research and
Development. 3(10). pp.206-212.
Sung, S.Y. and Choi, J.N., 2018. Effects of training and development on employee outcomes and
firm innovative performance: Moderating roles of voluntary participation and
evaluation. Human Resource Management. 57(6). pp.1339-1353.