The Role of Talent Management on Customer Service Delivery: A Case Study on Marriott Hotel
Added on 2021-02-19
35 Pages6115 Words467 Views
Research Project
Table of Contents
TOPIC “To examine the role of talent management on customer service delivery. Case study onMarriott Hotel” INTRODUCTIONIn present scenario of marketplace, talent management is regarded as one of the integralorigin of gaining competitor benefit as it generate worth for an organisation in an efficacious andprompt manner. In simple terms, talent management is refers to a procedure of predicting oranticipating the requirement of human capital within company to meet firm pre ascertainedcontent or objective in an improved manner (Danquah and Wireko, 2014). However, anestablishment which contain highly skilled or talented workforce enable firm to accomplish itsbusiness objective in a stipulated period of time in an productive and innovative style (Danquahand Wireko, 2014). Due to this, it aid organisation to control over conflicts or disputes as well asto decrease turnover rate that enhance the proficiency of firm in an effective way. For thisproject, Marriott Hotel has been considered which is one of the reputed and multinationaldiversified hotel and it is established in the year of 1927. This project pertain research objective,aim, rationale, research methodology, data collection, recommendation for achieving amendedresult in an improved mode. TASK 1P1 Produce a research proposal that clearly defines a research question or hypothesis supportedby a literature review.Background of researchTalent management is one of the important discipline within organisations s it concernwith managing and handling existing manpower as well as predicting required personnel withinfunctional areas for an achievement of pre determined objective. Moreover, proper allocation ofresources and delegation of task by Marriott Hotel superior empower them to maintain bettercoordination or collaboration within team members that strengthen its proficiency rate.Additionally, identifying each individuals skill or potentiality help firm management to controlover employee turnover rate which improves Marriott Hotel overall performance. Rational of research
The rational motive behind choosing this theme is to examine the function of talentmanagement within concern functional areas for achieving the pre determined goal withinprescribed time frame in an amended manner. Due to an increased rate of rivalry amongestablishment, it encouraged investigator to conduct a study on understanding the value ofmanaging personnel so that they can impose their full endeavor towards an achievement ofincreased level of proficiency ratio. Along with this, it help Marriott Hotel to analyse markettrend and empower them to make use of available resources for maximising profit in an effectualway (Dickinson, Sullivan and Head, 2015). Therefore, present condition of marketplacemotivate an investigator to choose this title as it help them to build high performance workingculture within Marriott Hotel in a better manner (Eneh and Awara, 2016).Research Aim “ To understand the effectiveness of talent management in providing effective customerdelivery service”. Research Objective To study the concept of talent management within organisation. To determine the importance of talent management in Marriott Hotel in renderingeffective customer service. To examine the challenges faced by Marriott Hotel while managing the talent to delivercustomer service. Research Question What is the concept of talent management within organisation? What is the importance of talent management in Marriott Hotel in rendering customerservice? What are the challenges faced by Marriott Hotel while managing the talent to delivercustomer service? Conceptual framework Under this phase, it signifies the segmentation of whole project which enable researcherto examine the accurate issue for providing the best outcome in a better manner. However, thestructure 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 asystematic manner. Chapter 2: Literature Review: It is considered as the second phase of this report inwhich it signifies various studies or concepts regarding specific topic and it is done by differentauthors or scholars in the form of articles, journals, publication and etc. Chapter 3: Research Methodology: This is the third section in research that consider theways 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 withdeveloping theme and providing relevant representation for collected data from targetedpopulation. In respect of this task, researcher make utilization of questionnaire which assistinvestigator to obtain reliable and accurate information from population in order to developauthentic project. Chapter 5: Research outcomes: It is a discussion of both data sources i.e. primary andsecondary. For current research, surveyor uses primary method for preparing questionnaire andsecondary data for accumulating content about topic from articles, journals i.e. in the form ofliterature review. Chapter 6: Reflection and recommendation for future alternative researchmethodology: Under this subdivision, researcher shares their experience which they haveacquired while processing the project as well as recommend some valuable suggestions forfuture improvement and development in a better way. Chapter 7: Conclusion:This is the last phase of research which include all the activitiesthat has been performed for the completion of project. Hence, it is integral for investigator as itaid them to render best outcome. LITERATURE REVIEW Concept of talent management within organisation. In the view of Prachi Juneja, 2015, Talent management is one of the essential componentin an organisation as it enable managers to accomplishing its desired aim in an efficacious andprompt way (Benefits of Talent Management, 2015). In simple terms, it refer to those procedurethat is relate with enrichment of present individuals skill or capability as well as adaptinginnovative tools for recruiting more personnel towards company that improves firms proficiency.
Additionally, a strong and economical talent management method aid Marriott Hotel to attractand retain top talents as well as developing a bottom line influence on profitability orprofitability which strengthen its customer service. Importance of talent management in Marriott Hotel in rendering customer service. According to Elizabeth Quirk, 2018, Talent management is relate with those activitywhich is relates with recruiting, managing, developing, retaining employees in order toaccomplish the desired goal within prescribed time period. There are several advantages whichtalent management impose over Marriott Hotel is that it empower them to acquire bestrecruitment techniques for attaining highly skilled personnel that improve its overallperformance in an improved way (The Top 5 Benefits of Having a Talent Management System,2018). Furthermore, it help superior to provide enormous opportunity as well as empower themto participate each employees in business activities that enrich Marriott Hotel working cultureand create better relationship among team members. 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 yetit impose several difficulties if it is not managed properly. The foremost challenges is overMarriott Hotel recruitment process which decrease the firm's productivity and generate employeeturnover (How Recruiters Can Help Solve Talent Management Challenges, 2017). Furthermore,ineffective leadership skill brings huge difficulties within business premises as it createmisconception or miscommunication among team members which reduces the brand image aswell as develop disputes. Therefore, proper delegation of task help establishment to acquire bestposition 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 aresolved in a systematic and scientific manner in order to produce relevant and valid projectwithin market (Kotler and et. al., 2015). Hence, research methodology section plays a significantrole in this report as it enable researcher to identify accurate data about current topic as well ashelp them to implement best decision for creating valid project among market. Some of itselements are explained below: Research philosophy: This phase is signifies as the way or method of collecting data forparticular 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 tointerpretivisim. Research approach: It is defined as a structure or procedure for executing the researchactivities in a better manner. This is divided into inductive and deductive approaches. In contextof this project, deductive approach has been considered as it enable an investigator to develop ahypothesis situation for current theories or concepts. Whereas, inductive approach fails toprovide the same as it concern with generating new theory from the collected data. Research Strategy: This component is relate with systematic plan or path which helpresearcher 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, questionnairehas been utilised by investigator as it assist them to gathered accurate information frompopulation who are selected randomly. Research Choice: This element help researcher to complete the desired project withinprescribed time frame. This is divided into types i.e. qualitative and quantitative. In case of thisreport, surveyor applies qualitative method as it aid them to gain in- depth perceptive of peculiarcontent. While quantitative method relates with expressing the data into facts, figures, graphs(Livermore and Soon, 2015). TimeHorizon: This stage enable researcher to fulfil the entire activity of particularproject in desired time frame in a amended way. For this existing research, Gantt Chart has beenutilised which help an investigator to plan effectively about all activity in order to accomplishwithin prescribed time frame. Techniques and Procedures, and Research Instruments:This determinant signifies thatthe method or instruments of gathering information for completing the specific report in a bettermode. For this project, questionnaire has been regarded as important instrument that assistinvestigator 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 whollybased on collecting data. For this project, primary source is used in the form of developingquestionnaire as well as secondary source is also utilised by acquiring content from differentarticles, journals.
Research Sampling:It is concern with those aspect i.e. selecting a targeted respondentsfrom 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 itcontain few cost comparable to probability sampling. The sample size for this project is 20respondents. Research limitation:This research undergoes with an issue of availability of less timeperiod in accumulating the opinion from respondents. Reliability and validity of research:This phase help researcher to gather relevant orreliable substance for developing genuine project. Research budget:It is refer to those cost which incurred for accomplishing the task in anefficacious way. TASK 2P3 Conduct primary and secondary research using appropriate methods for a business researchproject that consider costs, access and ethical issues.Research methodology contains two different kinds which is named as primary andsecondary that enable investigator to achieve its task in a systematic and improved mode. Thereare several issues which occurred while processing primary and secondary method withinparticular research are as follows: Cost: This element is considered as one of the essential tool as it provide the idea toresearcher regarding expense which incurred for the fulfilment of specific report. However, incase of this report, researcher require certain amount of capital as it conduct questionnaire,collecting data from secondary sources. Moreover, developing objective, aim and giving suitablerecommendation 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 assecondary research method. However, for this current project, investigator make use of severalonline sources like e-mail, internet of things and many more that assist them to access valid andreliable information. Research ethics: This phase consist of validity, consent, confidentiality which aidresearcher to acquire better outcome that improves the value and quality of project.
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