Hospitality Management Training & Recruitment

This assignment delves into the crucial aspects of training and recruitment within the hospitality industry. It examines effective training program design, analyzes various recruitment methods, and outlines the essential job descriptions and specifications for key roles in the sector. Drawing on academic sources and real-world examples from companies like Marriott and Virgin Atlantic, the assignment provides a comprehensive understanding of talent development and acquisition in this dynamic field.

Human Resource Management
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Table of Contents
INTRODUCTION ...............................................................................................................................6
TASK A................................................................................................................................................6
1.1 Role and purpose of human resource management in Marriott Hotel.......................................6
1.2 Human resources plan for Marriott Hotel..................................................................................7
2.1 Assessment of the current employment relations in Marriott Hotel..........................................9
2.2 Employment laws and their affect on management of human resources in Hotel Marriott...10
TASK B..............................................................................................................................................11
3.1 Job description and person specification for Hotel Marriott..................................................11
3.2 Comparison of selection process of different service industries............................................13
4.1 Training and development activities to the effective operation of Marriott Hotel..................14
CONCLUSION..................................................................................................................................15
References..........................................................................................................................................16
Bibliography.......................................................................................................................................19
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INTRODUCTION
Human Resource Management (HRM) is one of the primary functions of any organisation. It
helps in managing the activities of company from manpower recruitment to retirement. Various
types of functions are involved in HRM such as recruitment, selection, training & development,
performance and payroll management, etc. The main concern of HRM is on managing the
employees and focusing on policies and practices of the organisation (Fulton and et.al., 2011). For
the present study, Marriott Hotel of UK is taken into consideration. It is popular for its quality
services and due to this; it was ranked as the fourth high quality firm in hospitality industry of UK.
There are 19 brands which are operated by Marriott internationally. The objectives that will cover
under the following research are human resource management and effect of employee relations on
service industry business. Along with this, role of recruitment and selection process as well as
training and development in organizations will be explained in the present study. In then end,
conclusion is explained with the key findings of the study and meaningful measures.
TASK A
1.1 Role and purpose of human resource management in Marriott Hotel
HRM plays an important role in managing and maintaining the employees of the
organisation for achieving the goals and objectives effectively. The role of HRM in Marriott is to
maintain the employees, their work and relationship so that they can give their best in satisfying the
expectations of the customers. Along with this, it is responsibility of HRM to manage all the
functions related to it properly (Mitchell, 2013). The purpose of Marriott behind using HRM is to
provide job satisfaction to the employees and achieve its objectives and goals appropriately. Various
functions in Marriott of the HRM are as follows:
Staffing:
Marriott is one of the popular brands among UK hotels. To maintain this image and
reputation among the customers, it is important to work effectively and properly. For this, it is
essential for the hotel to hire talented, skilled and experienced employees. All the staffing activities
of the firm needs to be proper including formation of recruitment team, planning for recruitment
process and hiring of right person for right place at right time which is only applicable with the help
of HRM (Nieves, Quintana and Osorio, 2014).
Training and Development:
It is essential for the hotel to provide appropriate training programmes to the employees for
their overall development. Marriott provides training to its workers from time-to-time which keeps
them updated as per the requirement of market and present situation. Training provides the growth
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opportunities to the workers which make them feel satisfied. While providing different development
programmes, it is important to analyse the need, type and time of training with the required
resources which is possible only due to HRM. Proper grooming helps in increasing the core
competencies of the hotel which results to increase its market position and reputation among the
service users (Park and Gursoy, 2012).
Motivation:
Another function managed by HRM in Marriott is motivation. It brings confidence and
positive energy among the workers to improve their performance and to give their best in growth
and success of the firm. Various theories of motivation such as Maslow's Need for Hierarchy and
Heizberg's two factor theory are applied by Marriott to increase motivation level of the employees.
Along with it, reward is also provided to them in the form of bonuses, trips, recognition, etc.
Marriott thinks that motivation is a psychological process which brings the feeling of improvement
for generating more profit (Evans, Stonehouse and Campbell, 2012).
Maintenance:
It is essential to maintain the development and growth of the Marriott employees for their
career growth. For maintaining the performance of workers, firm offers various employment rights,
policies and procedures, laws and regulations of the government, etc. The policies are also formed
by the firm by keeping health and safety of staff members in mind. Marriott believes that for
achieving the growth and success in the market, it is important to maintain good relation and
communication with the staff members (Marriott, 2016).
Thus, HRM of Marriott hotel is helping in proper management and maintenance of work
along with customer satisfaction. It also helps in improving the working environment, strategies,
decision processes, working style, etc. for providing high quality services to the clients (Bharwani
and Butt, 2012).
1.2 Human resources plan for Marriott Hotel
HR planning results to create balance between the employees required and employees
acquired. Effective HR planning results in proper utilization and allocation of the resources which
results to increase in the profitability of the company. It also helps in identifying the future demands
for the employees and supply of talented employees. With the help of proper human resource
planning, Marriott tries to reach the equilibrium point by reducing the gap between demand and
supply of employees. Hotel develops their human resource planning on the basis of contact
services; because customers stay there for long time and it requires greater interpersonal dynamics.
They need to give emphasis on the front-line and workers as client come into contact with them at
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the first step.
At this time, various issues and challenges are faced by the Marriott. These problems are such as
high attrition rates, high degree of customer interface, managing cultural diversities, forecasting
human resource requirements, etc. It is important to solve these issues by developing proper and
effective HR plans for the firm. For this, Marriott follows the following steps:
Identification of the key areas of positions:
In this step, hotel identifies those key areas where there are more possibilities to find out the
vacancies. For recruiting and selecting the appropriate candidate for the particular job, it is essential
to properly analyse it. As per this, Marriott creates the job description and person specification as a
crucial part of it (Weber and et.al., 2013). Proper analysis provides the information for forecasting
the future needs regarding the staffing and other functions of the personnel management. Hotel uses
various techniques for effective evaluation of the post such as observation, work sampling, critical
incidents, interviews, and questionnaires. Use of these techniques depends upon various factors
such as job type, availability of the resource, job scope, structure and size of the company (Pereira-
Moliner and et.al., 2012).
Forecasting Demand and Supply:
This is the second step followed by the Marriott after human resource planning. Forecasting
of demand and supply includes various statistical procedures which are based on the analysis. It
includes identifying the amount and type of employees that Marriott will require in its future. For
this, the first thing analysed by the managers of the hotel is market and sales figure and as per the
results, they estimate the requirement of workers in future. Along with this, budget constraints,
terminations, transfers, new techniques, turnovers, etc are also emphasised by the managers (Chen,
Yen and Tsai, 2014).
Forecasting supply includes identifying the number of employees available in the
organisation. It includes the promotion of workers, determination of staff, availability of the
required talent in the nearby areas, population needs, etc. Hotel uses human resource audit for
forecasting the supply of staff members (Testa and Sipe, 2012).
Action Plan:
In this, hotel implements the actions regarding the forecasting of demand and supply of the
employees. It matches the demand to the supply and takes appropriate actions for balancing them.
After achieving the equilibrium point in it, Marriott implements the plan for its development and
growth (Lockyer, 2013).
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2.1 Assessment of the current employment relations in Marriott Hotel
In UK, employee relationship is based on the democratic style. It is important for workers to
follow this law regardless of the type of organisation in which they are working. As per this law of
UK, both employee and employer have the power to bargain for their desired position. The
emphasis of this law is on the win-win approach in which concerned candidate gets the benefits.
Employment relationship includes employers, employees, trade union and state (Nieves, Quintana
and Osorio, 2014).
Conflict Management:
For managing the relationship of hotel with the workers, firm creates a relationship
committee. This committee is responsible for solving the conflicts between the staff members by
understanding their issues and problems. Conflict management is followed by the firm for
managing the relationship among the staff and to create friendly working environment within the
organisation.
Grievance Procedure:
Marriott follows appropriate procedure for managing the grievances of the employees. Hotel
workers can tell their grievances to the higher authority or to the formed conflict management
committee. This committee find out reason behind the grievances and then provide proper solution
to the staff for removing them. Grievances can lead to affect the working environment of the firm,
performance of the employee, relationship between them etc. So it is important to handle for
maintaining the relationship among the workers so that they can work with proper cooperation and
coordination (Yavas and et.al., 2011).
Technology:
With respect to the new techniques, Marriott adopts Information and Communication
Technology (ICT) for improving the communication among the staff members. This technique
provide a simple and easy access to the workers for transferring their information to each other.
Firm uses both verbal and non verbal communication methods for the better management of
relationship between the employee and employer. ICT provides staff an opportunity to maintain
their non verbal communication with each other (Chang and Madera, 2012).
Union:
The unions help in collective bargaining, gaining employment rights, fighting for any kind
of issue, etc. These trade union also helps in maintaining the good relationship of the company with
their employees. For maintaining relations with the staff members, Marriott also follows laws and
regulations of the government. These laws leads to provide job satisfaction which improves the
relationship with the workers.
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Employee Participation:
For the growth of the firm and for satisfying the customers, it is important to maintain good
and effective relationship with the employees so that they can give their best to the company. Hotel
organises various activities and programmes for the workers to make them feel fresh and energetic.
Staff members need to actively participate in these programs so that they can improve their
interaction. It conducts various training programmes for enhancing the skills, abilities, capacities
and knowledge of the staff . This factor also require proper and active participation of the
employees as it is impossible to develop them without their cooperation (King, Funk and Wilkins,
2011).
2.2 Employment laws and their affect on management of human resources in Hotel Marriott
Various employment laws are provided by the government for the welfare of the employees.
It is necessary to follow all these laws and regulations within the organisation for achieving the
objectives and good market position (Yiu and Law, 2012). Marriott follows all the employment laws
properly for the welfare and development of its workers. Some of these laws are as follows with
their impact on the management of human resources.
Sex Discrimination Act 1975:
As per this act, organisation can not differentiate its employees on the basis of their sex and
marital status. The concern of this act is on employment, training, education, harassment, etc. This
results to bring equality among the workers by providing equal rights to both men and women. With
the help of this act, firm is able to hire right candidate for the right post regardless of their gender.
No difference considered by the organisation, both men and women have equal access to their
rights. This results to feel them satisfied which helps in creating good image of the hotel (Boella
and Goss-Turner, 2013).
Equal Pay Act 1970:
This act forbids any of the improper and inappropriate behaviour or treatment between the
men and women with respect to the pay and related employment conditions. If any of the worker
face any kind of unfavourable treatment then they have full right to claim a case against it. Marriott
follow this law and provides equal pay to the staff members working at the same position in same
department. This leads to remove the feeling of competition among them and results to create
friendly environment. Due to friendly environment and equal pay, staff members work with
cooperation and coordination in a team which results to effective achievement of the objectives
(Hsieh, 2012).
Employment Contract:
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All the workers have employment contract with their employer which consist of
employment conditions, rights, responsibilities and duties. It includes all the information regarding
the termination, ill health retirements, maternity and paternity rights, parental leave, retirement and
many more things. Marriott also uses employment contract while hiring the candidate for any post.
It is important for the employer and employee to stick with the contract until unless it ends or until
the terms regarding it are changed. If desirable person accepts the job offer of the hotel then in such
case candidate has contract with the employer of the firm (Lee, Lee and Li, 2012).
Health and Safety at Work Act 1974:
This act is for the safety, security and welfare of the workers working in organisation. This
act explains the general and important duties of the company towards their employers, employees,
contractors, suppliers, etc. Marriott follow this act for the safety and security of its staff members .
The objective of hotel behind following this act is welfare of the employees by controlling the use
of explosive or dangerous substances in the firm(Weber and et.al., 2013). For preventing from any
kind of injury or loss, Marriott has provided all the important equipments with the proper labelling
at the dangerous or risky areas. It also maintain a dairy for recording the list of injuries, reason
behind that and its result . All these actions make employee feel secure and safe in the environment
of the organisation and due to this, they like to give their best for the growth and success of the
firm.
TASK B
3.1 Job description and person specification for Hotel Marriott
Job description is a list of tasks, responsibilities or functions which a candidate requires to
perform at a position. Whereas person specification refers to a list of characteristics and
qualifications required for the particular post. Both are explained by the company at the time of
advertising of any job (Job Description and Job Specification, 2016). Job description consists of the
job title, salary, company name, duties and responsibilities and many more. On the other person
specification includes qualification and skills of the required candidate. . Marriott also uses both job
description and person specification for any of its vacant post. It helps hotel in inviting only those
candidates who posses the required qualifications and skills (Harkison, Poulston and Ginny Kim,
2011). In present,position of receptionist is vacant in the hotel and due to this hotel is analysing the
job for identifying job description and person specification as per the post. The format formed by
the firm for the position of receptionist is as follow.
Job Description
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Company Name: Marriott Hotels International Limited
Location: 86 Fetter Ln, UK
Department: Office Management and Administration
Job Title: Receptionist
Report to: Front Office Manager
Salary: Negotiable (Depends upon the experience)
Working Hours: 40 hour per week
Job Purpose:
Welcome guests, distribute post, book rooms and assist with other adhoc admin tasks.
Maintenance of guest folder by time to time entry of the information from arrival to the payment at
the time of departure.
Responsibilities:
 To welcome the guests in appropriate manner.
 To make guests ensure that they will receive high quality services
 To promote loyalty and trust among the wide range of clients
 Answering phone calls in appropriate and polite way.
 Keeping all the records regarding the availability of the rooms and guests' accounts.
 Resolving complaints of the guest in effective and timely manner.
 Keep the receptionist area clean and organised.
 Proper use of mail, package and message handling procedures
Person Specification
Qualifications:
 2 year degree in hotel management
 Vocational Training Certificate in Hotel and Beverage studies
 1 year experience in reception
Skills:
Communication Skills
 Fluent in English.
 Good knowledge of French.
Technical skills
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 Knowledge of Microsoft Office
Personal Skills
 Patience for handling complaints
 Adaptability
 Polite and friendly manner
 Punctuality
 Well presented with professional attitude
 Able to work in team
Relationship management skills
Sales Skills
3.2 Comparison of selection process of different service industries
Selection refers to the hiring of right person for the right place at the right time for
performing right task. At this time, various tests are taken by the organisation such as written test,
psychological test, presentations and personal interview. These tests are included in the selection
procedure which helps in identifying that whether the candidate is desirable for the vacant post or
not by knowing their skills and knowledge (Pizam, 2012). Different positions of the different
industries need different selection technique. Marriott is a hotel industry and due to this it uses
personal interview and presentation technique at the time of selection of any candidate. For satisfy
the expectations of the customers it is essential to effectively deal and communicate with them and
due to this firm focus on the presentation skills of the candidates. Along with this, personal
interview is conducted by the hotel for determining the attitude, knowledge, perception, etc of the
candidate (Chand, 2016).
On the other hand, selection procedure of the airline industry is totally differ from the hotel
industry. Virgin Atlantic Airline industry of the UK uses different selection procedure for hiring the
candidates at the post of pilot, flight engineer, air traffic controller, etc. The skills and abilities
required for this post is totally different from the Marriott Hotel (Vogel, 2014). At the time of
selection, Virgin Atlantic uses written test, psychometric test, presentation and interview techniques.
The core competencies required by the engineers is completely different from the workers of the
hotel industry. The employees of the airline company require specific knowledge, skill and attitude
to the work. Pilots and flight engineers are required to have good technical skills whereas staff
members of the Marriott needs to have good interpersonal skills (Virgin Atlantic, 2016).
Thus, it is clear from the above that selection procedure of both the industry is different due
to the varied position and qualifications required for it. Both hotel and airline industry needs to
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analyse each and every process effectively so that they can use appropriate technique at the time of
selection.
4.1 Training and development activities to the effective operation of Marriott Hotel
Training and development plays essential role in the growth and success of the organisation.
There are two types of training: On the job and off the job. Each type has its own advantages and
disadvantages (Campos-Soria, Marchante-Mera and Ropero-García, 2011). Selection of training
type depends upon the need of the employees and resources availability in the firm. Marriott Hotel
conducts development programmes for the improvement in the performance of its employees. It
also leads to enhance the skills, knowledge and abilities of the workers which results to increase
their career opportunities. For effective training and development hotel follows the following steps. Assess Training Needs: It is the first step followed by the firm for determining the training
needs of the workers. Hotel uses observation, feedback or face to face interview for
identifying the need. Set Training Objectives: Next step is to set the objectives of the training on the basis of its
need. For fulfilling the gap identified between during need analysis it is essential for the firm
to set objectives. Generally the goals of the hotel are related to the improvement of the
employee performance (Phelan, Mejia and Hertzman, 2013). Creation of Action Plan: In this, action plan is created by the manager which includes
learning theories, learning styles, type of training, content, materials, resources, etc for the
training. Implementation of the Action Plan: The created action plan is implemented by the training
manager for fulfilling the expectations of the workers and to achieve the objectives of the
training (5 steps to creative effective training programs, 2013).
 Evaluation of Training: In this, training program is monitored by the training manager and
team of the firm. Evaluation is conducted by the team for identifying the success of the
training program. Along with this feedbacks are also taken from the employees for knowing
the effectiveness of training (Zopiatis and Constanti, 2012).
With the above process, Marriott conducts its training and development programmes
effectively. It uses visual training also for better understanding of the required skills and knowledge.
These programmes results to enhance the productivity and profitability of the firm. It also make
workers to communicate and deal with the customers in effective manner. In context to it, staff
members also resolve the complaints of clients timely with patience and self control which results
to better customer satisfaction (Campos-Soria, Marchante-Mera and Ropero-García, 2011).
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In addition, training and development also results to improve the organisational culture by
managing the diversities among the workers which results to create a friendly and cooperative
environment. Along with this, it helps in improving the quality of services and work which leads to
fulfil the expectations of the service users in more appropriate manner. Along with it, development
programmes result to enhance the confidence and motivation level of the employees which results
to improve their performance. It brings loyalty, positive attitude, leadership skills, presentation
skills, communication skills of the staff members which affects the success of Marriott immensely
(He, Lai and Lu, 2011).
CONCLUSION
It is concluded from the above study that, human resource management plays essential role
in proper management and maintenance of the organisation's work. All of its functions helps in
achieving the objectives and goals of the company effectively. Marriott provides quality services to
the customers for fulfilling their expectations. It uses HRM in various field such as staffing, training
and development, motivation and maintenance. For satisfying the employees, firm uses various
laws, regulations, policies and practices. Along with it, training and development programmes are
also provided to the workers for their career growth with the effective achievement of the hotel's
objectives. Selection procedure of the company is differ from the airline industry due to the
different positions and their different requirements.
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