Role of Talent Management on Customer Service Delivery

This research project focuses on examining the role of talent management on customer service delivery, with a case study on Marriott Hotel. It explores the concept of talent management, its importance in Marriott Hotel, and the challenges faced in managing talent for customer service. The project aims to understand the effectiveness of talent management in providing effective customer service.

Research Project

Table of Contents
CHAPTER ONE..............................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Background of research....................................................................................................1
1.2 Rational of research..........................................................................................................2
1.3 Research Aim...................................................................................................................2
1.4 Research Objective...........................................................................................................2
1.5 Research Question............................................................................................................2
1.6 Conceptual framework of project.....................................................................................2
LITERATURE REVIEW................................................................................................................4
CHAPTER TWO.............................................................................................................................4
2.0 INTRODUCTION............................................................................................................4
2.1 Concept of talent management within organisation.........................................................4
2.2 Importance of talent management in Marriott Hotel in rendering customer service.......4
2.3 Challenges faced by Marriott Hotel while managing the talent to deliver customer service.
................................................................................................................................................5
P2 Examine appropriate research methods and approaches to primary and secondary research.
................................................................................................................................................5
TASK 2............................................................................................................................................7
P3 Conduct primary and secondary research using appropriate methods for a business
research project that consider costs, access and ethical issues...............................................7
P4 Apply appropriate analytical tools, analyse research findings and data...........................8
TASK 3..........................................................................................................................................18
P5 Communicate research outcomes in an appropriate manner for the intended audience. 18
TASK 4..........................................................................................................................................18
P6 Reflect on the effectiveness of research methods applied for meeting objectives of the
business research project......................................................................................................18
P7 Consider alternative research methodologies and lessons learnt in view of the outcomes.18

RECOMMENDATION.................................................................................................................19
CONCLUSION..............................................................................................................................19
Unit 18 and Unit 19 Research Project (RQF) L5 Project Proposal Form......................................20
Research Ethics Approval Form........................................................................................27
Before competing this form, we advise that you discuss your proposed research fully with
your Unit Tutor. Please complete this form in good time before your research project is due to
commence.............................................................................................................................27
REFERENCES..............................................................................................................................35
Appendix:.......................................................................................................................................35
Questionnaire........................................................................................................................35

TOPIC
Role of talent management on customer service delivery
RESERACH TITLE
“To examine the role of talent management on customer service delivery. Case study on
Marriott Hotel”
CHAPTER ONE
INTRODUCTION
In present scenario of marketplace, talent management is regarded as one of the integral
origin of gaining competitor benefit as it generate worth for an organisation in an efficacious and
prompt manner. In simple terms, talent management is refers to a procedure of predicting or
anticipating the requirement of human capital within company to meet firm pre ascertained
content or objective in an improved manner (Danquah and Wireko, 2014). However, an
establishment which contain highly skilled or talented workforce enable firm to accomplish its
business objective in a stipulated period of time in an productive and innovative style (Danquah
and Wireko, 2014). Due to this, it aid organisation to control over conflicts or disputes as well as
to decrease turnover rate that enhance the proficiency of firm in an effective way. For this
project, Marriott Hotel has been considered which is one of the reputed and multinational
diversified hotel and it is established in the year of 1927. This project pertain research objective,
aim, rationale, research methodology, data collection, recommendation for achieving amended
result in an improved mode.
1.1 Background of research
Talent management is one of the important discipline within organisations s it concern
with managing and handling existing manpower as well as predicting required personnel within
functional areas for an achievement of pre determined objective (Collings, Scullion and
Caligiuri, 2018). Moreover, proper allocation of resources and delegation of task by Marriott
Hotel superior empower them to maintain better coordination or collaboration within team
members that strengthen its proficiency rate. Additionally, identifying each individuals skill or
potentiality help firm management to control over employee turnover rate which improves
Marriott Hotel overall performance.

1.2 Rational of research
The rational motive behind choosing this theme is to examine the function of talent
management within concern functional areas for achieving the pre determined goal within
prescribed time frame in an amended manner. Due to an increased rate of rivalry among
establishment, it encouraged investigator to conduct a study on understanding the value of
managing personnel so that they can impose their full endeavor towards an achievement of
increased level of proficiency ratio. Along with this, it help Marriott Hotel to analyse market
trend and empower them to make use of available resources for maximising profit in an effectual
way (Dickinson, Sullivan and Head, 2015). Therefore, present condition of marketplace
motivate an investigator to choose this title as it help them to build high performance working
culture within Marriott Hotel in a better manner (Eneh and Awara, 2016).
1.3 Research Aim
“ To understand the effectiveness of talent management in providing effective customer
delivery service”.
1.4 Research Objective
 To study the concept of talent management within organisation.
 To determine the importance of talent management in Marriott Hotel in rendering
effective customer service (Taylor, 2018).
 To examine the challenges faced by Marriott Hotel while managing the talent to deliver
customer service.
1.5 Research Question
 What is the concept of talent management within organisation?
 What is the importance of talent management in Marriott Hotel in rendering customer
service?
 What are the challenges faced by Marriott Hotel while managing the talent to deliver
customer service?
1.6 Conceptual framework of project
Under this phase, it signifies the segmentation of whole project which enable researcher
to examine the accurate issue for providing the best outcome in a better manner. However, the
structure of this report are mentioned below:

Chapter 1: Introduction: It is an initial stage of project in which it encompasses aim,
objective, reason behind selecting the topic, research questions and hypothesis. With the
implication of all these elements, an investigator is able to carry out each activities of report in a
systematic manner.
Chapter 2: Literature Review: It is considered as the second phase of this report in
which it signifies various studies or concepts regarding specific topic and it is done by different
authors or scholars in the form of articles, journals, publication and etc.
Chapter 3: Research Methodology: This is the third section in research that consider the
ways or methods to gather data for particular topic. Under this, it involves research philosophy,
time horizon, limitation, data collection method, budget and so on (Knight and Liesch, 2016).
Chapter 4: Data Analysis and interpretation: Under this stage, it is relate with
developing theme and providing relevant representation for collected data from targeted
population. In respect of this task, researcher make utilization of questionnaire which assist
investigator to obtain reliable and accurate information from population in order to develop
authentic project.
Chapter 5: Research outcomes: It is a discussion of both data sources i.e. primary and
secondary. For current research, surveyor uses primary method for preparing questionnaire and
secondary data for accumulating content about topic from articles, journals i.e. in the form of
literature review.
Chapter 6: Reflection and recommendation for future alternative research
methodology: Under this subdivision, researcher shares their experience which they have
acquired while processing the project as well as recommend some valuable suggestions for
future improvement and development in a better way.
Chapter 7: Conclusion:This is the last phase of research which include all the activities
that has been performed for the completion of project. Hence, it is integral for investigator as it
aid them to render best outcome.

LITERATURE REVIEW
CHAPTER TWO
2.0 INTRODUCTION
In this chapter, researcher acquire information from various scholars and publishers and
presented those collected data in the form of review of literature.
2.1 Concept of talent management within organisation.
In the view of Prachi Juneja, 2015, Talent management is one of the essential component
in an organisation as it enable managers to accomplishing its desired aim in an efficacious and
prompt way (Benefits of Talent Management, 2015). In simple terms, it refer to those procedure
that is relate with enrichment of present individuals skill or capability as well as adapting
innovative tools for recruiting more personnel towards company that improves firms proficiency.
Additionally, a strong and economical talent management method aid hotel industry to attract
and retain top talents as well as developing a bottom line influence on profitability or
profitability which strengthen its customer service. Moreover, talents has been regraded as more
important aspect in hotel industry as it generates high performance and revenues as well as
empower establishment to attract large pool of individuals to an organisation. Furthermore, as
per current research, it has been signified that personnel or talents in the hospitality drives
improvements and enhancement in productivity, quality and innovation.
2.2 Importance of talent management in Marriott Hotel in rendering customer service.
According to Elizabeth Quirk, 2018, Talent management is relate with those activity
which is relates with recruiting, managing, developing, retaining employees in order to
accomplish the desired goal within prescribed time period. There are several advantages which
talent management impose over organisation is that it empower them to acquire best recruitment
techniques for attaining highly skilled personnel that improve its overall performance in an
improved way (The Top 5 Benefits of Having a Talent Management System, 2018).
Furthermore, it help superior to provide enormous opportunity to each employees and empower
them to participate in business activities that enrich firm's working culture and create better
relationship among team members. In addition to this, there is direct relationship between talents
management and customer service in hospitality division because when manpower feel
increased level of satisfaction from company's working culture then it lead them to give best

service to its targeted customer in an amended way. With such relationship, it has been signified
that the aspect of talent management plays a significant role within hospitality sector as it help
them to retain its customer for longer time duration and also to capture the attention of wide
range of population towards the brand (Berger, Berger and Education, 2018).
2.3 Challenges faced by Marriott Hotel while managing the talent to deliver customer service.
As per Rachel Blakely- Gray, 2017, Although talent management is an effective tool yet
it impose several difficulties if it is not managed properly. The foremost challenges which hotel
industry faces in recruitment process as it directly link with the firm's productivity and brand
value. However, wrong decision regarding placing personnel may lead to generate employee
turnover and decrease firm's proficiency. (How Recruiters Can Help Solve Talent Management
Challenges, 2017). Furthermore, ineffective leadership skill brings huge difficulties within
business premises as it create misconception or miscommunication among team members which
reduces the brand image as well as develop disputes. Along with this, the difficulty which hotel
industry faces while managing its talents is that resistance to change attitude of employees or
clients. IN this regard, it directly influence over company's brand image or goodwill and also
reduce the potentiality of industry to acquire competitive position among competitors.
Therefore, proper delegation of task as well as rendering effective training programs help
hospitality division to acquire best position within competing working culture.
P2 Examine appropriate research methods and approaches to primary and secondary research.
Research methodology is the way in which research problems of particular topic are
solved in a systematic and scientific manner in order to produce relevant and valid project
within market (Kotler and et. al., 2015). Hence, research methodology section plays a significant
role in this report as it enable researcher to identify accurate data about current topic as well as
help them to implement best decision for creating valid project among market. Some of its
elements are explained below:
Research philosophy: This phase is signifies as the way or method of collecting data for
particular topic. It is classified into two form i.e. interpretivisim and positivism. In regard of this
research, surveyor utilise interpretivisim as it is considered as more effectual than other tools,
The reason behind for not selecting positivism because it is not much efficacious compare to
interpretivisim.

Research approach: It is defined as a structure or procedure for executing the research
activities in a better manner. This is divided into inductive and deductive approaches. In context
of this project, deductive approach has been considered as it enable an investigator to develop a
hypothesis situation for current theories or concepts. Whereas, inductive approach fails to
provide the same as it concern with generating new theory from the collected data.
Research method- It is basically of two type that consist of quantitative and qualitative
research method. Use of quantitative is mainly made to collect data in numeric forms thus, lead
to better presentation of fact. On the other hand, qualitative is associated with conducting
research work in depth thus, it seems more suitable and viable for current investigation to get
better perspective and view point of respondents (Tafti, Mahmoudsalehi and Amiri, 2017).
Research Strategy: This component is relate with systematic plan or path which help
researcher to accomplish its project task in a improved manner within stipulated period of time.
It involves questionnaire, case study, survey, interview and etc. For current project, questionnaire
has been utilised by investigator as it assist them to gathered accurate information from
population who are selected randomly.
Research Choice: This element help researcher to complete the desired project within
prescribed time frame. This is divided into types i.e. qualitative and quantitative. In case of this
report, surveyor applies qualitative method as it aid them to gain in- depth perceptive of peculiar
content. While quantitative method relates with expressing the data into facts, figures, graphs
(Livermore and Soon, 2015).
Time Horizon: This stage enable researcher to fulfil the entire activity of particular
project in desired time frame in a amended way. For this existing research, Gantt Chart has been
utilised which help an investigator to plan effectively about all activity in order to accomplish
within prescribed time frame.
Techniques and Procedures, and Research Instruments:This determinant signifies that
the method or instruments of gathering information for completing the specific report in a better
mode. For this project, questionnaire has been regarded as important instrument that assist
investigator to obtain relevant information in order to make authentic research.
Data sources:This is divided into two sort i.e. primary and secondary which is wholly
based on collecting data. For this project, primary source is used in the form of developing

questionnaire as well as secondary source is also utilised by acquiring content from different
articles, journals.
Research Sampling:It is concern with those aspect i.e. selecting a targeted respondents
from the larger range of population. Moreover, it is classified into probability and non-
probability. In regard of this investigation, investigator make use of non- probability method as it
contain few cost comparable to probability sampling. The sample size for this project is 20
respondents.
Research limitation:This research undergoes with an issue of availability of less time
period in accumulating the opinion from respondents.
Reliability and validity of research:This phase help researcher to gather relevant or
reliable substance for developing genuine project.
Research budget:It is refer to those cost which incurred for accomplishing the task in an
efficacious way.
TASK 2
P3 Conduct primary and secondary research using appropriate methods for a business research
project that consider costs, access and ethical issues.
Research methodology contains two different kinds which is named as primary and
secondary that enable investigator to achieve its task in a systematic and improved mode. There
are several issues which occurred while processing primary and secondary method within
particular research are as follows:
Cost: This element is considered as one of the essential tool as it provide the idea to
researcher regarding expense which incurred for the fulfilment of specific report. However, in
case of this report, researcher require certain amount of capital as it conduct questionnaire,
collecting data from secondary sources. Moreover, developing objective, aim and giving suitable
recommendation help surveyor to produce valid and reliable project within market (Nzewi,
Chiekezie and Ogbeta, 2015).
Access: This element is one of the essential component for organising primary as
secondary research method. However, for this current project, investigator make use of several
online sources like e-mail, internet of things and many more that assist them to access valid and
reliable information.

Research ethics: This phase consist of validity, consent, confidentiality which aid
researcher to acquire better outcome that improves the value and quality of project.
Questionnaire: This tool is one of the productive way for primary data as it collect
through questionnaire. Moreover, by implying this technique help researcher to obtain valid info
about enhancing the potentiality of Marriott Hotel personnel and brand image.
P4 Apply appropriate analytical tools, analyse research findings and data.
Theme 1: Concept of talent management
Q1) Are you aware about the concept of talent management? Frequency
a) Yes 15
b) No 5
a) Yes b) No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Interpretation: From the preceding drawn chart, it has been evaluated that out of 20 responsive,
15 people agrees that they are conscious about the term talent management as it help Marriott
Hotel in improving its overall performance. Whereas, remaining 5 personnel disagrees the same.
Theme 2: Benefits of talent management
Q2) What are the benefits of talent management for Marriott Hotel ? Frequency
a) Retain top talents 8
b) Easily develop workers 4
c) Help in hiring quality manpower 8
a) Retain top talents
b) Easily develop workers
c) Help in hiring quality manpower
0
1
2
3
4
5
6
7
8
8
4
8
Frequency

Interpretation: It has been analysed from the preceding diagram that among 20 population, 8
respective believes that talent management help Marriott Hotel to retain its existing talented
personnel by providing enormous growth platforms which motivates them to put full attempt
towards an accomplishment of enterprise objective. While, other 8 person says that talent
management assist company in recruiting highly capable candidates whereas rest of the 4
respondents agrees that it assist Marriott Hotel to enrich its employees skill for strengthen
working culture.
Theme 3: Challenges of talent management
Q3) What are the challenges faced by Marriott Hotel while managing
talent management ?
Frequency
a) Employee turnover 6
b) Poor hiring techniques 5
c) Inefficacious leadership 9

Interpretation: The above given graphical record signifies that from 20 personnel, 9 manpower
says that the foremost issue which threaten Marriott Hotel functional area is ineffective
a) Employee turnover
b) Poor hiring techniques
c) Inefficacious leadership
0
1
2
3
4
5
6
7
8
9
6
5
9
Frequency

leadership that generate conflicts within business premises. On the contrary, 6 individuals agrees
that employee turnover is another challenge if firm's superior fails to maintain better relationship
among team members. The remaining 5 persons believes that ineffective recruitment tools act as
a obstacle for Marriott Hotel that reduces the brand image among marketplace.
Theme 4: Talent management help in in offer effective services to customers
Q4) According to your perception, Is the aspect of talent management
will help Marriott Hotel in offer effective services to customers ?
Frequency
a) Agree 12
b) Disagree 8
a) Agree b) Disagree
0
2
4
6
8
10
12
12
8
Frequency

Interpretation: From the chart, it has been analysed that out of 20 people, 12 individuals
verbalise that acquiring the concept of talent management help Marriott Hotel to strengthen its
productivity and profitability whereas 8 personnel denies the same because of its challenges or
threat which effect company's decision making.
Theme 5: Ways to retain workers
Q5) What are the different ways through which company can retain its
workers for long time period ?
Frequency
a) Equal opportunity 10
b) Reward 5
c) Recognising the effort 5

Interpretation: It has been observed from above presented graph that out of 20 personnel, 10
individuals believes that rendering equal opportunity aid Marriott Hotel to retain its present
workforce for long term. On the other hand, 5 persons states that providing fair reward enable
organisation to maintain its brand value while rest of the 5 respondents agrees that recognising
the effort of each personnel aid Marriott Hotel to keep its existing manpower which enhance its
profitability.
Theme 6: Ways to overcome the challenge of talent management
Q6) What are the different ways to overcome the challenges of talent
management through which Marriott Hotel can improve its customer
service?
Frequency
a) Smart hiring strategies 6
b) Employee engagement 6
c) Acquire effective leadership 8
a) Equal opportunity b) Reward c) Recognising the effort
0
1
2
3
4
5
6
7
8
9
10
10
5 5
Frequency

a) Smart hiring strategies
b) Employee engagement
c) Acquire effective leadership
0
1
2
3
4
5
6
7
8
6 6
8
Frequency

Interpretation: It has been examined from diagram that out of 20 population, 8 manpower says
that adopting appropriate leadership help Marriott Hotel to enrich its profit margin. Whereas 6
persons believes that acquiring innovative recruitment tactics aid firm to tackle over talent
management challenges. The remaining 6 individuals says that involving manpower in business
activity aid establishment's to improve the overall performance.
Theme 7: Strategies of talent management
Q7) What are the various strategies of talent management which
Marriott Hotel can imply to enrich its customer delivery service?
Frequency
a) Training and development programs 5
b) Talent Hunt 7
c) Talent cultivation 8
a) Training and development programs
b) Talent Hunt
c) Talent cultivation
0
1
2
3
4
5
6
7
8
5
7
8
Frequency

Interpretation: This has been evaluated from the overhead shown chart that out of 20
individuals, 8 people believes that talent cultivation assist Marriott Hotel to render best customer
service. Whereas 7 personnel states that talent hunt enable company to acquire best manpower
who will be delivering effective customer service. While 5 respondents agrees that giving
training aid organisation to enhance its customer delivery service.
Q8) Provide suitable recommendation for Marriott Hotel in terms of enhancing its
customer service?
Discussion on the basis of secondary research
It is regarded as one of the primal tool within research as it generate certain research
outcome from primary and secondary sources. Some of the results which has been obtained from
secondary source which are as follows:
 Providing enormous growth platforms to employees help Marriott Hotel to obtain higher
level of satisfaction that enhance its proficiency ratio.
 Adopting innovative recruitment technique help Marriott Hotel to retain its existing
workforce as well as can build better coordination within team members. Recognising the effort of each personnel motivates them to put their best effort for an
accomplishment of desired objective.

TASK 3
P5 Communicate research outcomes in an appropriate manner for the intended audience.
Covered in ppt
TASK 4
P6 Reflect on the effectiveness of research methods applied for meeting objectives of the
business research project.
For complementing this research project in effective manner, there are various tools
which has been obtained by me. Moreover, for gathering data I make use of primary and
secondary source which assist me to obtain relevant information regarding topic as well as I was
capable to acquire cognition of existing topic. Moreover, this research assist me to enrich my
potentiality or skill in a better way which help me to produce authentic report.
P7 Consider alternative research methodologies and lessons learnt in view of the outcomes.
In context of this project, questionnaire has been utilised by researcher in collecting the
data which incur some challenges in terms of time, cost. Therefore, personal interview and focus
group has been recommended for future study that aid investigator to obtain better quality within
stipulated time framework. It has been also taken into consideration that due to current issue of
COVID-19 that is a global pandemic, it is not possible to conduct face to face to interview thus,
at this time use of questionnaire is most vital but in future once this virus is gone use of interview
could also be made for data collection.
RECOMMENDATION
As per the findings of current investigation following recommendation could be made for
Marriott Hotel to overcome the challenges of talent management in order to improve its customer
service:
 Adoption of smart hiring strategies that consist of effective aptitude test and
interview is recommended for Marriott Hotel as it yields more effective and better
ways to hire and recruit talented employees to overcome challenges and issues to
have better customer services.
 Accruing effective leadership like participative style of management are also
recommended for Marriott Hotel as it ensures enhanced Employee engagement

through leading more involvement of employees in decision making that lead to
enhanced creativity and motivation in employees to have better talent management.
 Providing regular training and development programme is also an effective way to
manage talent at workplace by Marriott Hotel through leading betterment in skills
and competencies of employees.
CONCLUSION
To recapitulate the above discussed report, it has been signified that talent management
assist company to cope up with all emerging challenges by adopting innovative ideas or
technologies for acquiring best position within existing marketplace. Furthermore, talent
management benefits firm's leader to render several opportunities as well as empowers them to
invite manpower to take participate in business activities which improves the morale of
personnel in a better mode. Apart from this, to survive within competing marketplace, an
establishment requires highly capable personnel which help them to maintain brand value as well
as to take strategic decision for obtaining competitive advantage. At last it can be concluded that
to ensures effective talent management Training and development programs, talent Hunt and
Talent cultivation are strategies of talent management which a hotel can imply to enrich its
customer delivery service and to cope up with the current issues of COVID-19.
Unit 18 and Unit 19 Research Project
(RQF) L5 Project Proposal Form
Session:
Student Name Student ID
Tutor Date
Unit Number:
Research Theme: Talent Management

Research Topic: “To examine the role of talent management on customer service
delivery. Case study on Marriott Hotel”
Section One: Title, aims, objectives
Based on your topic, define and write your research
title which should reflect on the aims and set
specific objectives to be achieved from your
research (e.g. what is the research question you
want to answer? What do you want to learn or find
out? What is assumption or hypothesis you are
making and the problem?):
Research Aim
“ To understand the effectiveness of talent
management in providing effective customer
delivery service”.
Research Objective
 To study the concept of talent
management within organisation.
 To determine the importance of talent
management in Marriott Hotel in
rendering effective customer service.
 To examine the challenges faced by
Marriott Hotel while managing the talent
to deliver customer service.
Research Question
 What is the concept of talent management
within organisation?
 What is the importance of talent
management in Marriott Hotel in
rendering customer service?
 What are the challenges faced by

Marriott Hotel while managing the talent to
deliver customer service?
Section Two: Reasons for choosing this
research project
Rationale and Reasons for choosing the project
(e.g. links to other subjects you are studying,
personal interest, future plans, knowledge/skills
you want to improve, significance of the project and
why the topic is important and):
The foremost reason behind selecting this topic is to
understand the concept or aspects of talent
management as well as its effectiveness within
organisation in order to accomplishing company's
pre determined gaol or objective in a given time
frame. The another rationale behind executing this
research is that researcher can acquire deeper
understanding of topic which help them to render
best and qualitative project in existing marketplace.
Section Three: Literature sources searched
Use of key literature sources and precedents
to support your research question,
objective/hypothesis:
Benefits of Talent Management, 2015.[Online].
Available Through;
<https://www.managementstudyguide.com
/benefits-of-talent-management.htm>
How Recruiters Can Help Solve Talent
Management Challenges, 2017.[Online].
Available Through;
<https://www.topechelon.com/blog/recruit
er-training/talent-management-challenges-
issues-problems/>
The Top 5 Benefits of Having a Talent
Management System, 2018.[Online].
Available Through;
<https://solutionsreview.com/talent-
management/2018/05/14/the-top-5-
benefits-of-having-a-talent-management-
system/>
Nuruzzaman, M. and Talukder, H. K., 2015.

Organizational Justice and Employee s
Service Behavior in the Healthcare
Organizations in Bangladesh: An Agenda
for Research. Bangladesh Journal of
Bioethics. 6(3). pp.10-24.
Bussin, M., 2014. Remuneration and talent
management: Strategic compensation
approaches for attracting, retaining and
engaging talent. Knowres Publishing.
Chen, S. and Lin, N., 2016. Global dispersion of
offshore service providers: an information
processing perspective. Journal of
Knowledge Management. 20(5). pp.1065-
1082.
Bickham, T. ed., 2015. ATD Talent Management
Handbook. American Society for Training
and Development.
Bali, M. and Dixit, S., 2016. Employer brand
building for effective talent management.
International journal of applied sciences
and management. 2(1). pp.183-191.
Lawler, E. E., 2017. Reinventing talent
management: Principles and practices for
the new world of work. Berrett-Koehler
Publishers.
Chen, L., Chan, H., Gao, J. and Yu, J., 2015.
Party management of talent: Building a
party‐led, merit‐based talent market in
China. Australian Journal of Public
Administration. 74(3). pp.298-311.
Sila, A. K., 2014. Relationship between training
and performance: A case study of Kenya
women finance trust eastern Nyanza
region, Kenya. European Journal of
Business and Social Sciences. 3(1). pp.95-
117.
Deters, J., 2017. Global leadership talent
management: Successful selection of
global leadership talents as an integrated
process. Emerald Publishing Limited.

Section Four: Activities and timescales
Activities to be carried out during the research
project (e.g. planning, conducting research,
analysis, write-ups)
How long this will take: (See Gantt Chart below)
Milestone one.....See Gantt Chart
Target date (set by
tutor): ..........................................................................
...............
Milestone
two: .............................................................................
............
Target date (set by
tutor): ..........................................................................
...............
Section Five: Research approach and
methodologies
What type of research approach and methodologies
(primary/secondary, case study etc.) are you likely to use
and why?
Primary data: Under this component, it is concern
with those aspects in which data is acquired for
the first time and it is not available in market.
Some of the elements are questionnaire,
observation etc.
Secondary data: In this, data are already
available in industry which signifies that it is done
by several scholars, investigator, publishers and it
is published in the from of journals, articles,
newspaper.
Qualitative and Quantitative: In context of
qualitative, it is termed as exploratory research in
which researcher gain in depth information of
particular topic whereas quantitative method
signifies that data are presented in the form of
graphs, facts, figures.
Hence, in relation to this research, investigator
implies questionnaire and also make use of
various journals, articles. Moreover, qualitative
research has been utilized for this study as it

enable researcher to gain in depth understanding
of specified report.
Comments and agreement from tutor
Comments (optional)
I confirm that the project is not work which has been
or will be submitted for another qualification and is
appropriate
Agreed Name:
Comments and agreement from project
checker (if applicable)

Gantt Chart:
Achievement based on Gantt chart (Part of formative assessment)
Week Milestones and Activities to be Carried Out Tutor’s feedback and date
W3 Problem formulation and Project Planning
Research Problem/issues identification and research rationale
Research Topic and title
Research aims and objectives

W7 Literature Review
Identify and collect relevant literature
Review of key
W11 Methodology
Identification and selection of methodologies
Evaluation and choice of methodology
Select data collection methods and sampling
Choice of data analytical techniques
W16 Data Collection and Data Analysis
Data collection
Data Analysis
Data presentation and Interpretation
W20 Analysis and Discussion
Analysis and discussion of the findings
Reflection on the outcomes and methods used
Recommendations for improvement
W23 Report writing
Writing-up the report in appropriate format
Presentation in right media
W24 Presentation of the project outcomes to the intended audience

Research Ethics Approval Form
All students conducting research activity that involves human participants or the use of data
collected from human participants are required to gain ethical approval before commencing
their research. Please answer all relevant questions and note that your form may be
returned if incomplete.
For further support and guidance please see your respective Unit Tutor.
Before competing this form, we advise that you discuss your proposed research fully with your Unit
Tutor. Please complete this form in good time before your research project is due to commence.
Section 1 Basic Details
Project title: To examine the role of talent
management on customer service delivery. Case
study on Marriott Hotel”
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Intended research start date:
Intended research end date:
Section 2 Project Summary

Please select all research methods that
you plan to use as part of your project:
(Copy and paste the tick where applicable)
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Use of Personal Records:
Data Analysis:
Action Research:
Focus Group:
Other (Please specify):

Section 3: Participants
Please answer the following questions, giving full details where necessary.
Willyour research involve human participants? Yes
Who are the participants? Tick all that apply:
Ages 12-16:  Young People aged 17-18:  Adults: 
How will participants be recruited (identified and approached)?
With the usage of all available social media platform in an appropriate manner, each and every
individual were enable to obtain relevant and accurate information about project. Along with this, it help
researcher to develop an reliable and authentic report ion a desired time frame.
Describe the processes you will use to inform participants about what you are doing:
To provide information to a wider range of population regarding research topic, investigator make
use of e-mail and different social media tools which assist investigator to capture the attention of
targeted respondents in an improved way.
How will you obtain consent from participants? Will this be written? How will it be made
clear to participants that they may withdraw consent to participate at any time?
In regard of this research, surveyor prepares a set of questions in the form of
questionnaire which help respondents to render their opinion or views in a better manner
without nay confusions or ambiguity.
Studies involving questionnaires: Will participants be given the option of omitting questions
they do not wish to answer?
Yes:  No: 
If No please explain why below and ensure that you cover any ethical issues arising from
this Studies involving observation: Confirm whether participants will be asked for their
informed consent to be observed.
Yes:  No: 
Will you debrief participants at the end of their participation (i.e. give them a brief
explanation of the study)?
Yes:  No: 

Will participants be given information about the findings of your study? (This could be a brief
summary of your findings in general)
Yes: No: 

Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the Data Protection Act
(1998) Yes:  No: 
Who will have access to the data and personal information?
During the research:
Where will the data be stored?
Will mobile devices such as USB storage and laptops be
used? Yes:  No: 
If yes, please provide further details:
After the research:
Where will the data be stored?
Pen drive, computer, hard disk and many more.
How long will the data and records be kept for and in what format?
Will data be kept for use by other researchers?
Yes:  No: 
If yes, please provide further details:
Section 5: Ethical Issues
Are there any particular features of your proposed work which may raise ethical concerns?
Yes:  No: 
If so, please outline how you will deal with these:
It is important that you demonstrate your awareness of potential risks that may arise as a result of your
research. Please consider/address all issues that may apply. Ethical concerns may include, but are not limited
to the following:
Informed consent.
Potentially vulnerable participants.
Sensitive topics.
Risks to participants and/or researchers.
Confidentiality/anonymity.
Disclosures/limits to confidentiality.
Data storage and security, both during and after the research
(including transfer, sharing, encryption, protection).
Reporting.

REFERENCES
Books and Journals
Danquah, E. M. E. L. I. A. and Wireko, T. B., 2014. The impact of each element of emotional
intelligence on customer service delivery: A customer satisfaction perspective. International
Journal of Sales & Marketing Management Research and Development. 4(2). pp.9-20.
Dickinson, H., Sullivan, H. and Head, G., 2015. The future of the public service workforce: A
dialogue. Australian Journal of Public Administration. 74(1). pp.23-32.
Eneh, S. I. and Awara, N. F., 2016. Strategic human resource management practices and
organizational growth: a theoretical perspective. Global Journal of Social Sciences. 15(1).
pp.27-37.
Knight, G. A. and Liesch, P. W., 2016. Internationalization: From incremental to born
global. Journal of World Business. 51(1). pp.93-102.
Kotler, P. and et. al., 2015. Marketing. Pearson Higher Education AU.
Livermore, D. and Soon, A. N. G., 2015. Leading with cultural intelligence: The real secret to
success. Amacom.
Nzewi, H., Chiekezie, O. and Ogbeta, M., 2015. Talent management and employee performance in
selected commercial banks in Asaba, Delta State, Nigeria. European journal of business and
social sciences. 4(09).
O'brien, J., 2019. Category management in purchasing: a strategic approach to maximize business
profitability. Kogan Page Publishers.
Rahman, S. A. and et. al., 2015. Supporting entrepreneurial business success at the base of pyramid
through entrepreneurial competencies. Management decision. 53(6). pp.1203-1223.
Y. Lacey, M. and Groves, K., 2014. Talent management collides with corporate social
responsibility: creation of inadvertent hypocrisy. Journal of Management Development.
33(4). pp.399-409.
Cappelli, P. and Keller, J.R., 2017. The historical context of talent management. The Oxford
handbook of talent management, pp.23-42.
Collings, D.G., Scullion, H. and Caligiuri, P.M. eds., 2018. Global talent management. Routledge.
Taylor, S., 2018. Resourcing and talent management. Kogan Page Publishers.
Berger, L.A., Berger, D.R. and Education, M.H. eds., 2018. The talent
Tafti, M.M., Mahmoudsalehi, M. and Amiri, M., 2017. Critical success factors, challenges and
obstacles in talent management. Industrial and Commercial Training.
Online
Benefits of Talent Management, 2015.[Online]. Available Through;
<https://www.managementstudyguide.com/benefits-of-talent-management.htm>
How Recruiters Can Help Solve Talent Management Challenges, 2017.[Online]. Available Through;
<https://www.topechelon.com/blog/recruiter-training/talent-management-challenges-issues-
problems/>
The Top 5 Benefits of Having a Talent Management System, 2018.[Online]. Available Through;
<https://solutionsreview.com/talent-management/2018/05/14/the-top-5-benefits-of-having-a-
talent-management-system/>
Appendix:
Questionnaire
Questionnaire
Q1) Are you aware about the concept of talent management?

a) Yes
b) No
Q2) What are the benefits of talent management for Marriott Hotel ?
a) Retain top talents
b) Easily develop workers
c) Help in hiring quality manpower
Q3) What are the challenges faced by Marriott Hotel while managing talent management ?
a) Employee turnover
b) Poor hiring techniques
c) Inefficacious leadership
Q4) According to your perception, Is the aspect of talent management will help Marriott
Hotel in offer effective services to customers ?
a) Agree
b) Disagree
Q5) What are the different ways through which company can retain its workers for long
time period ?
a) Equal opportunity
b) Reward
c) Recognising the effort
Q6) What are the different ways to overcome the challenges of talent management through
which Marriott Hotel can improve its customer service?
a) Smart hiring strategies
b) Employee engagement
c) Acquire effective leadership
Q7) What are the various strategies of talent management which Marriott Hotel can imply
to enrich its customer delivery service?
a) Training and development programs
b) Talent Hunt
c) Talent cultivation
Q8) Provide suitable recommendation for Marriott Hotel in terms of enhancing its
customer service?